Travel Outlook & Track Hospitality Software sponsors the event
Register your team to participate in the live webcast or watch a recording of Doug Kennedy’s 40-minute training session scheduled for Monday, 21 July at Noon EDT. REGISTER HERE All reservations sales agents and contact center staff as well as managers and executives in charge of revenue and distribution will be interested in this webcast.
“Smart leaders recognize that direct bookings save costly OTA commissions, enable upselling and cross-selling, and allow you to ‘own’ the relationship,” says Kennedy. “For decades now, many have said, ‘Soon, no one will call anymore…’, yet the phones continue to ring, especially at resorts, boutiques and luxury hotels.”
First was the emergence of OTA’s and smartphones, then the over-sold myth of “birth-year generations,” which Doug disproves with data from McKinsey & Co. Instead, the travel experience of guests is most likely to influence their motivation to call.
The more emotional they are about their travel plans and the higher the rate they will call.
Doug will share ideas from KTN’s unique ability to listen to real-world recordings every day of reservations calls as part of the remote call scoring service, such as:
Suggestions to Revenue, Distribution and Marketing Leaders
- How to audit and identify “top of funnel factors” that will encourage voice bookings. How to prove and document the interaction between voice and online channels.
- Teach your team to view phone calls as opportunities and not interruptions of the “admin-type” work that is typically done by reservations teams today.
- This is for you, too! Unexpectedly, many potential guests are still calling.
Tips for those who answer calls:
- How to convert calls that appear to be simple “quick question” calls into qualified voice leads.
- You can help them decide that this is the perfect property for them and that now is the time to book by better understanding their needs.
- Use updated versions of traditional probing Questions
- Closing Techniques for Call Conversations and Overcoming Barriers to Booking Now
You can download recordings of previous webcasts. KTN’s YouTube channel Now you can listen to them on your favorite podcasting channel or online KTN’s Spotify channel.
Anyone who registers to attend this or any KTN webcast will receive a link for the recording even if they are unable to attend. The format of the 40-minute webcast is ideal for “lunch & learn” sessions or staff meetings. The target audience includes anyone interested in improving their own or other’s skills. The topics are also broad enough to cover all segments of the lodging industry.
“We are grateful for the generosity of our sponsors, who have permitted us to provide complimentary admission,” said Kennedy. “It would normally cost $99 per person to register for this series, but it’s now free.”
Sponsors include Travel OutlookThe only KTN Certified Call Center Track Hospitality SoftwareTravelNet Solution is a TravelNet Solution whose products include PMS and CRM.
Registration is free. www.KTNwebcast.com. Here are some of the topics that have been added so far.
Hotel Sales Cooked Up
Friday, 22 August (noon EDT).
The webcast this month, which is aimed at hotel group sales and event staff, can also be viewed by sales professionals from all sectors of the tourism and accommodations industries. Doug will use cooking and fine-dining analogies to share innovative and actionable ideas that your sales team can utilize to maximize revenue and take advantage of every sale opportunity.
Participants will be challenged by the present to apply these concepts to a successful career in the near future.
- DoorDash will not take your job as a hotel salesperson! Human engagement should be at the heart of your dining experience.
- Discover your ‘recipe’ for success.
- Choose the right cooking equipment and ingredients.
- Amuse-bouches are a great way to welcome your guests and make them feel special.
- Discover what your customers really enjoy eating.
- Spice up your menu descriptions.
- Menus can be adjusted to meet dietary preferences and special needs.
- Serve a dessert with a sweet taste.
- Smile when you present the check!
Creating Exceptional Hospitality Experiences Everyday!
Friday, September 19 (Noon EDT)
Doug examines first how a constant stream of highly-successful business books has championed concepts such as “outrageous,” unreasonably,” “legendary,”and “wow” training concepts. It is a good idea to give frontline employees the budget and process they need in order to provide “little extras”. But focusing only on those rare and exceptional opportunities to amaze customers isn’t enough. This KTN webcast instead focuses on the ways in which guest service colleagues can create “ordinary extraordinary” experiences.
- We are not a “rooms rental business” but a company that specializes in creating memories.
- Guest loyalty is a summation of “little” things done by a guest during his or her stay.
- The importance of micro moments in hospitality cannot be overstated. Guest loyalty can be gained or lost in every hour.
- Leaders must show extraordinary hospitality to staff and guests when they interact with them.
- Make a commitment to provide an authentic gesture of hospitality to everyone you meet throughout the day. This includes guests, travel agents, third parties and “internal clients.” Make ordinary encounters extraordinary, whether you are on the opposite side of a phone conversation, in an email exchange, or passing them by the parking lot, hallways, or corridors.
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 speaks at many lodging and tourism conferences. His monthly articles on sales training for the hotel, tourism and hospitality industries are read by thousands of hoteliers around the world. Visit www.kennedytrainingnetwork.com You can also call us on (01) 954-533-9130.
