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.
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
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
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
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
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.
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
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"
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
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
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