Sponsored By Travel Outlook and Track Hospitality Software
Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, September 19, at Noon EDT. REGISTER HERE This webcast will be thought-provoking for leaders, fostering a deeper understanding of how their teams can deliver hospitality experiences, create loyalty, and impact marketing in this new era where generative AI sources online guest reviews. Frontline colleagues will learn tangible, actionable ideas that go beyond vague, ill-defined ideas like being empowered to provide “wow” service.
“A steady stream of highly successful business books has championed the concepts of ‘outrageous,’ ‘unreasonable,’ and ‘legendary’ service training concepts,” says Kennedy. “Surely, entrusting frontline associates with the budget and processes they need to extend ‘little extras’ proactively is a solid,” he added.
Yet focusing on the exceptional, occasional opportunity to amaze is just not enough.
Alternatively, this KTN webcast focuses on how guest service colleagues can create experiences that are “ordinarily extraordinary.” Here are highlights:
- A reminder: we are in the business of memory-making, not in the “room rental industry.”
- Guest loyalty is the summation of dozens of seemingly “little things” throughout a guest’s stay.
- Micro hospitality moments matter the most. Guest loyalty is either won or lost every hour of every shift.
- “Hospitality” cannot be delegated down the org-chart; leaders must model ordinarily extraordinary hospitality when interacting with staff as well as guests.
- Making a personal commitment to providing an individualized gesture of authentic hospitality for everyone encountered, whether encountering them across the desk or bar, on the other side of phone convos, via email exchanges, or as you pass them in the hallways, corridors, and parking areas.
- Making the ordinary feel extraordinary also changes the vibe of your workday and maybe even your personal life.
Recordings of previous webcasts are available on KTN’s YouTube channel and are now also being distributed on your favorite podcast channel or on KTN’s Spotify channel.
Everyone who registers for this and all KTN webcasts receives a link to the recording, even if they cannot attend. The 40-minute format is perfect for “lunch and learns,” or excerpts can be shared at staff meetings. The target audience is anyone who is interested in upskilling themselves or others, and the topic areas are broad enough to be relevant for all sectors of the lodging industry.
“We are grateful to the generosity of our sponsors who have allowed us to offer complimentary admission,” said Kennedy. “It takes a lot of time to design, promote, and deliver these events, and so we would normally charge at least $99 registration per person, but this series is now completely free to all.”
Sponsors include: Travel Outlook, the only KTN Certified call center, and Track Hospitality Software, a TravelNet Solution, whose products include a PMS and CRM.
Complimentary registration can be accessed at www.KTNwebcast.com. Here are the additional topics scheduled so far.
Hotel Spa Reservations Sales Training
Friday, October 17 (Noon EDT)
Although KTN is well known as the accommodations industry’s leading authority for reservations sales training, our workshops and webcam training sessions are often also attended by those from the spa front desk and/or reservations colleagues. Many clients even book separate KTN training just for their hotel spa services teams. In this month’s webcast, Doug will share sales training tips for those who respond to emails and calls from guests who inquire about spa treatments and services. Here are some highlights:
- Telephone hospitality skills and personalized email writing styles to connect with the customers, many of whom might not be actual guests.
- “Loop-it-back” Listening and conversational questioning to truly discover the “story” behind the spa visit.
- Using descriptions that allure and entice vs. just listing, informing, and notifying.
- Needs-based recommendations to help them overcome “choice overload” when considering the menu of services and treatments.
- Securing the sale.
- Upselling and cross-selling other spa and/or salon services.
- Proactively offering reminders and suggestions for a stress-free visit.
Hotel Sales Presentation Tips For Remote Buyers
Friday, November 21 (Noon EDT)
Increasingly, prospects who are planning weddings, meetings, and events are foregoing traditional site tours and instead meeting virtually with hotel salespeople. Even those who do come by in person often start with a virtual meeting. Rather than simply replying to an RFP with a proposal and price, or simply speaking by phone, successful salespeople always try to meet prospects online. In this webcast, Doug Kennedy will share training content and tips from KTN’s Hotel Sales Habitudes for a New Sales Habitat workshop. Participants will learn:
- How to audit and improve your website inquiry form to get prospects to share more details that will help you prepare personalized presentations.
- Using online scheduling apps like Calendly or Outlook’s Book With Me app to make it easy to connect.
- Preparing (or updating) your pitch deck template and how to personalize and contextualize it for each prospect.
- “Pro-tips” for webcam and lighting.
- How to keep participants actively engaged.
- Storified selling that makes presentations alluring and enticing.
- Asking for the business in a way that makes them want to say “yes.”
- Following up in ways that are both tenacious and personalized.
For additional details, contact KTN at [email protected] or by phone +1 (678) 466-9173 www.kennedytrainingnetwork.com
About Kennedy Training Network Inc.
KTN is the lodging and hospitality industry’s best source for hotel training programs and supportive services in topic areas of hotel sales, catering/event sales, hotel reservations sales, and hospitality & guest service excellence. KTN President Doug Kennedy has been a fixture on the lodging and tourism conference speaking circuit for decades. Hoteliers worldwide read his monthly hotel, tourism and hospitality industry sales training articles in this publication and elsewhere. Visit www.kennedytrainingnetwork.com or call +1 (678) 466-9173.
