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Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of hotel sales, guest service, reservations, and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry.

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Reinventing The Welcome: Finally, Self Check-In Has Been Done Right!

For decades now, some hoteliers and many hotel tech providers have been pushing hotel guests to embrace self check-in procedures. I first heard of this concept as a budding young entrepreneur floating

Pro-Active Prospecting Is The Only Way Hotel Sales Staff Can Do Their Most Important Job: Fill In “Gap” Dates

In the current market, most hotels, resorts and other venues are experiencing a significant softening in group demand. However, this does not necessarily mean that hotel salespeople are fielding fewer

Group Sales Mystery Shopping No Longer Best Way To Measure Sales Effectiveness

For decades, hotel management companies have contracted with outside mystery shopping firms to place telephone inquiry calls posing as prospects for groups, events, and corporate accounts, then report

Hotel Sales Negotiating Training, Circa 2020

These days, successful negotiating starts from how one handles leads at their "intake point," which is important in order to maximize effectiveness further along in the sales engagement. First, let's look

What Hotels Can Learn From Delta Airlines About Personalized Guest Engagement

Living in the Ft. Lauderdale / Miami area, I am fortunate to have two major airports within 35 minutes, and with this being a popular tourism destination there is a wide selection of non-stop flights.

How To Train Staff On Distribution Channel Conversion

When I attend hotel industry conferences, it seems that hoteliers everywhere are talking about the growing costs of customer acquisition and how important it is to secure direct bookings. Yet when I conduct

Sales “Steps” and “Funnels” Are SO 1990’s; Here’s What It Takes For Hotel Sales Success In 2019

As a conference speaker, I often sit-in on sessions delivered by others as I'm always eager to learn. From what I see, most sales related training recycles one of three traditional themes: The "Steps"

“Heart Failure”: The Leading Cause Of Bad Reviews

When we care "for" others, we provide the minimal requirements of a positive guest stay, the foundation of which is a clean, well maintained "physical product," (the accommodation and public facilities

Limited And Select Service Hotels: 5 Ways Your Front Desk Staff Can Increase Direct Bookings And Cut Distribution Costs

Like all segments of the hotel industry, limited and select service hotels are seeing distribution costs eating away at top-line profits. Of course OTA's and other third parties are important to the channel

Condition Your Reservations Team So That When They Hear “Ring-Ring” They Think “Cha-Ching!”

When you speak with marketing and distribution executives these days, everyone seems obsessed with increasing direct bookings and reducing the costs of customer acquisition. Yet when the phone rings in