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, October 17, at Noon ET. REGISTER HERE
This month’s topic specifically targets the spa reception desk teams at hotels and resorts, offering highlights from the sales and hospitality training that Doug and the KTN trainers regularly present privately for clients by way of their on-site and private, remote workshops.
“Especially with the recent focus on wellness travel, many guests start their travel planning by shopping around for the best spa experiences,” says Kennedy. “So, the first call or email may very well be fielded by the spa front desk rather than the main reservations contact center. Therefore, first impressions not only impact spa sales, but also total hotel revenue.” In addition, spa visits represent a significant soft marketing opportunity for guests who are staying nearby in Airbnb’s or other hotels, plus a positive first impression frames up an excellent overall spa experience.
“As it is now,” Kennedy says, “Our KTN mystery shoppers typically find that most untrained spa desk staff are polite order-takers who simply answer questions. Yet when I get them into our training classes, they are always eager to learn and grow in these areas.” KTN’s training helps staff learn how to control the flow of conversations, discover the motivations behind the spa visit, and then recommend and suggest add-ons and upsells that further enhance guests’ experiences, while also increasing what Doug calls RevPSV. (Revenue per spa visit.)
Here are highlights:
- The important role of spa reception desk and reservations staff in the era of wellness travel.
- How upselling and cross-selling benefit both the guest and the spa operations.
- Using telephone hospitality skills and a personalized email writing style 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.
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 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
- “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.
Using The Value Pyramid Model To Sell Guest Experiences and Not Just Rent Them Rooms (Or Units!)
Friday, December 19 (Noon EDT)
In this webinar, Doug Kennedy will cover KTN’s “Value Pyramid” as a model for helping reservations sales agents remember to sell the comprehensive features that create the overall guest experience. Too often, today’s contact center reps simply quote the same rates and options that prospective guests have no doubt already seen online prior to reaching out, effectively providing what is merely “website search support.” Instead, those who join in will learn new and better ways to engage callers in genuine, authentic, conversations, allowing them to sell the overall experience. When you take time to consider that the average guest spends very little time in their accommodation, versus being out and about during their stay, their experience will be far more impacted by the destination itself, the location of the accommodation within that destination, and the amenities and services that are in-house or in the neighborhood.
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.
