This book is a collection of monthly hotel sales and guest service training articles written by Douglas Martin Kennedy from 1996 to 2012 and published worldwide in industry trade journals such as Hotel & Motel Management, eHotelier, 4Hoteliers, HotelNewsResource, HotelMarketing.com, HSMAI and Hotel-Online. Doug’s articles, which have inspired hoteliers worldwide, are presented chronologically, allowing the readers to see how training strategies and techniques have evolved over time. Read how…
This book is a collection of monthly hotel sales and guest service training articles written by Douglas Martin Kennedy from 1996 to 2012 and published worldwide in industry trade journals such as Hotel & Motel Management, eHotelier, 4Hoteliers, HotelNewsResource, HotelMarketing.com, HSMAI and Hotel-Online. Doug’s articles, which have inspired hoteliers worldwide, are presented chronologically, allowing the readers to see how training strategies and techniques have evolved over time. Read how emerging technologies, such as online distribution, online guest reviews, and CRM technology have impacted hotel sales and service training over the years. Although technology changes, Doug’s core recommendations starting from his very first training article are still relevant today.
