Travel Outlook and Track Hospitality Software Sponsored this Event
Doug Kennedy will be hosting a 40-minute online training session on Friday, 20th June at Noon EDT. Register your team to participate in the live webcast or watch a recording. REGISTER HERE The webcast is aimed at all hospitality staff. Supervisors who deal with escalating guest situations and managers looking to train and mentor teams will find it useful.
Doug will share highlights of KTN’s latest on-site workshop. Kennedy says that it is ideal for the first person to receive a complaint to be able to resolve it. Making them wait to speak to a manager will only increase their frustration and their expectation of compensation. Frontline staff can feel unqualified and ill-prepared without the proper training. This is true even if they have been told that they are empowered to handle complaints.
The webcast participants will learn that guest complaints have a situational and emotional basis and are not meant to be a personal attack. With a clearer understanding of their role and easy-to-remember techniques for service recovery, as well as a few psychological tips, your staff can gain the confidence they need to perform their important job. This webcast includes:
- Why we should accept guest complaints, and acknowledge that they give us a second opportunity.
- It’s not true. Guests aren’t getting harder. Psychologists also call this incorrect perception “Rosy Retrospect.”
- The automation of routine guest interactions and requests has instead increased the chances that those who reach us are experiencing a concern or complaint.
- How to avoid “trigger words” or phrases that cause mental spirals in guests.
- KTN’s Carrot Model helps us understand the root cause of complaints from guests. This model reminds us about the part that is often missing in traditional “service recovery” programs: validation of their emotional reactions.
- This webcast will also show you how to copy techniques like using “power of release” in order to resolve negative guest interactions.
The recordings of previous webcasts can be viewed on KTN’s YouTube channel You can now listen to your favorite podcasts on your favorite podcast channel. 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 40 minutes is ideal for “lunch-and-learns” and can also be used to share excerpts at staff meetings. Anyone who wants to improve their skills or those of others is the target audience. The topics are wide enough to apply to all areas of the hospitality industry.
We are thankful to our sponsors for allowing us to offer free admission. said Kennedy. The series was originally free for all participants, but now it is completely free.
Sponsors include Travel OutlookThe only KTN Certified Call Center Track Hospitality SoftwareTravelNet Solution includes a PMS, CRM and other products.
Registration is free. www.KTNwebcast.com. The topics are listed below.
Monday, July 21, 12:00 noon EDT
Doug will provide ideas for frontline staff and revenue/marketing leaders to help them capture their “fair share” of the market. For decades now, many have said, “Soon, no one will call anymore…” First was the emergence of OTA’s and smartphones, then the over-sold myth of homogenous “birth-year generations.” (Doug disproves this with data from McKinsey & Co.) Instead, guests’ motivation for calling is most affected by their travel story. The longer the stay and the number of people traveling will increase the likelihood that guests will call.
Direct bookings are a smart move for leaders who want to save money, increase revenue, and “own” a relationship.
Doug shares his ideas on the basis of KTN’s unique opportunity of listening to recordings of real-world reservations calls each day, as part its remote call assessment service.
Suggestions to Revenue, Distribution and Marketing Leaders
- How to audit and identify “top of funnel factors” that will encourage voice bookings. Also, learn how to prove the relationship between voice channels and online channels.
- Teach your team to view phone calls as opportunities and not as interruptions of the “admin-type” work that is typically done by reservations teams today.
- You can also find midscale hotels with branded names. 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.
- Understanding the needs of today’s confused, overwhelmed callers will help you to convince them that “this is the property” and “now” are the best times to book.
- Use of updated versions to traditional probing questions
- Closing Techniques for Call Conversations and Overcoming Barriers to Booking Now
Hotel Sales: New Ideas for Cooking
Friday, August 22, 12:00 noon EDT
The webcast this month, which is primarily aimed at hotel group and events sales staff, can also be applied to sales professionals from all sectors of the accommodation and tourism industries. Doug will present innovative ideas that your team can implement to maximize revenue and take advantage of every sale opportunity. Doug uses cooking and fine dining as an alternative to the traditional sales training language.
The participants will learn how to leverage these concepts for a prosperous and long-lasting career by zooming out to see the rapid automation of the hotel sales profession by big tech solutions powered with AI.
- DoorDash is not the enemy of your hotel sales position! Human engagement should be at the heart of your dining experience.
- Discover your ‘recipe’ for success.
- Select the right cooking tools and stock up on essential ingredients.
- Surprise them and welcome them with amuse-bouches.
- 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 that tastes sweet.
- Smile and present the check.
For additional details, contact KTN at [email protected] Call us at (01) 954.533.9130 www.kennedytrainingnetwork.com
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’s Doug Kennedy is a regular speaker at 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 Call us at (01) 954-533-9130.
