Certainly, the intended service “style” is a bit different according to each hotel’s classification. For example, “lifestyle” and some “boutique” hotels might be striving for a more authentic, genuine, and perhaps even “hip” or “edgy” guest experience, whereas ultra-luxury hotels might reach for a more traditional, formalized guest communications style. No matter what your brand’s standards are, replacing these common phrases with words that better convey the spirit of hospitality will help create positive emotional reactions, increase guest satisfaction, and encourage positive online reviews. In this webcast, Doug will review commonly heard phrases along with better, more heartfelt alternatives. A few of the many examples include replacing:

• Checking in?

• Just one?

• I’ll have to check on that for you.

• No problem.

• All we have left is…

• How to say “no, we can’t” in a more positive way.

• Presenting rate fences in a way that minimizes objections.

This episode originally aired on September 11, 2023. To register for future webcasts, visit www.KTNwebcast.com

Smart revenue and marketing leaders know that despite the longstanding rumors of its demise, the voice reservations (distribution) channel is alive and thriving. Destination-type resorts, luxury properties, vacation rental agencies, and boutique hotels all know this. However, even at branded, select-service hotels, the front desk associate will tell you there are plenty of people who want to speak with someone onsite. What’s more, today’s reservation lead is often disguised as “Hi, I’m shopping online, and I just have a quick question about…” On the other side of the action, today’s reservations (and front desk) staff are often bogged down doing admin-type work, such as checking online bookings, entering rooming lists, answering in-app messages (in OTA’s), or researching payment issues. All too often, those incoming calls might feel like interruptions. In this webcast, Doug covers:

• Phone calls are opportunities, not interruptions.

• The four reasons why today’s pre-informed guests still call before booking online.

• Key questions for starting conversations with online shoppers who have called, so we can end the conversation with a confirmation number. (Versus

losing the sale to an OTA or another company.)

• Using a storytelling selling approach to sell the experience and not just rent beds.

• Securing the sale: primary and secondary closing techniques.

This episode originally aired on August 18, 2023. To register for future webcasts, visit www.KTNwebcast.com

Although most hotels are experiencing a rebound, this webcast is for smart sales leaders who are always looking to generate more revenue. These days at the click of a few buttons, one buyer can send an RFP to a dozen or more properties. As a result, hotel salespeople feel spammed by inbound leads, while buyers feel spammed by generic proposals. During this webcast, Doug will address current challenges that hotel salespeople face, along with practical sales habits to overcome them to capture more business.

• Establishing new sales “habitudes” for this new sales habitat.

• You “love” your sales CRM, right? 😊 How to get it to do the three most important things a salesperson needs it to do.

• How to manage the flood of inbound RFPs caused by the digitalization of the hotel sales process.

• Putting the “people parts” back into the heart of sales processes.

• Using a “tech-for-touch” approach to better connect with callers.

• Proactive prospecting: research before you reach out.

This episode originally aired on July 14, 2023. To register for future webcasts, visit www.KTNwebcast.com

Most guests don’t start their travel day with the intention to complain, whine, and create conflict. However, when their lofty expectations for the perfect vacation or business trip meet with the reality of today’s stressful travel experiences, we often encounter the worst side of the nicest personalities. There are two choices: be reactive and treat others the way they are treating you, or flip their vibe. This webcast covers:

• How bringing out the best in others makes work more rewarding and fun.

• Hospitality starts in the “heart of the house.”

• Creating positive first impressions that set the tone for guest experiences.

• Nurturing empathy by better understanding guests’ travel intentions.

• Powering up your positivity.

• You gotta be here 40 hours a week anyway; why not make the best of it?

This episode originally aired on June 12, 2023. To register for future webcasts, visit www.KTNwebcast.com

In this webcast, Doug will present highlights from Kennedy Training Network’s newest training program that will help your team convey heartfelt hospitality when communicating in writing and also secure more bookings by way of the often-overlooked channel of textual communications.

Participants will learn that potential guests who are shopping online often send questions by email, chat, or in-app messaging before booking. Doug will share how to recognize and capitalize on sales opportunities that occur when:

• Responding to direct email questions and inquiries as sent to reservations@yourbrand.com.

• Answering messages on OTA platforms (Airbnb, VRBO, Expedia, Booking.com).

• Corresponding with guests during chat exchanges.

• Using email as a proactive follow-up tool when callers are not yet ready to commit.

• Personalizing email templates by adding just one or two sentences to show we care.

• Following up tenaciously in a way that feels heartfelt and personalized.

This episode originally aired on May 12, 2023. Register for future webcasts at www.KTNwebcast.com

These days, most reservations inquiries are often disguised as “I just have a quick question about…” Rather than simply answering simple questions, and thus sending callers back online to book, possibly at a costly OTA, these questions help your team engage callers in conversations that routinely end with confirmation numbers.

• Today’s callers are pre-informed, having visited numerous websites, so the key is to ask more and better questions to determine what it is they need to hear in order to commit.

• Updated versions of old-school questions for determining familiarity and reason for travel.

• A simple question for engaging those who are shopping on OTA’s.

• A key question that opens the door to selling the overall experience before you quote rates.

• How to secure the sale, overcome resistance, and proactively follow-up if they are not quite ready.

This episode originally aired on April 17, 2023. Register for future webcasts at www.KTNwebcast.com

In this episode, Doug presents his “Four Pillars of Heartfelt Hospitality” which have been foundational to the more than 2,450 on-site training workshops he has presented during his career. Of course, the “demonstrative communications essentials” are important and will be covered in future podcasts, but these philosophical pillars ensure that your guests experience heartfelt hospitality and not “scripted politeness.” Hospitality means caring about as well as caring for our guests. Bringing out the best in others, brings out the best in ourselves. Make it your job to “flip the vibe” and to blast out 5-G Positivity. Using your “power of release” when encountering negative guest “bullies” so we can move back into the headspace of hospitality. The road to hospitality excellence is a joy ride! Power-up your attitude before you punch in for work.

Register for future webcasts at www.KTNwebcast.com