Posts filtered by tags: Doug Kennedy[x]


Now Is A Good Time For Hospitality For Our Frontline Team Members | By Doug Kennedy

With some hotels closing altogether and nearly all doing massive furloughs and layoffs, these are certainly trying times financially for our frontline hospitality workers, but it is also a very emotionally challenging moment. It warms my heart to hear all the stories of hotel owners and asset managers doing all they can to provide as much pay as possible to help bridge the gap to unemployment and government assistance.
Tags: Travel, Doug Kennedy

Let’s Celebrate Our Heroes Of Hospitality Who Come Through In Crisis | By Doug Kennedy

As we begin week two of the most challenging era in the modern history of the hotel and lodging industry, I am reminded of one of my all-time favorite quotes:
Tags: Travel, Doug Kennedy

Train Your Reservations And Sales Team To Show Compassionate For Cancellations | By Doug Kennedy

As a hotel sales trainer, it seems very odd to be writing a train-the-trainer article about how to manage cancellations, yet this is absolutely necessary as the lodging industry has been turned upside down temporarily.Imagine how strange it must be for those who are tasked (and incentivized) for securing revenue are now dealing with a flood of calls and emails about reversing the flow. I'm sure it is time consuming, stressful and heartbreaking, especially when such staff are surely worrie...
Tags: Travel, Doug Kennedy

Train Your Reservations And Sales Team To Show Compassion For Cancellations | By Doug Kennedy

As a hotel sales trainer, it seems very odd to be writing a train-the-trainer article about how to manage cancellations, yet this is absolutely necessary as the lodging industry has been turned upside down temporarily.Imagine how strange it must be for those who are tasked (and incentivized) for securing revenue are now dealing with a flood of calls and emails about reversing the flow. I'm sure it is time consuming, stressful and heartbreaking, especially when such staff are surely worrie...
Tags: Travel, Doug Kennedy

Coronavirus: Train Your Front Desk & Reservations Team To Respond To Guest Comments & Questions | By Doug Kennedy

Much has already been written about the impact of the Coronavirus on the travel and lodging industry, and I'll leave it up to the experts in each field to talk about how this impacts revenue, distribution and cleaning procedures. Right now, I'm in the middle of two straight weeks of delivering workshops on hospitality and sales training throughout Hawaii, and so I'm going to address a question my participants are asking.
Tags: Travel, Hawaii, Doug Kennedy

Six Habitudes Of Hotel Sales Success™ | By Doug Kennedy

As my workshop participants and frequent readers know, I often talk about the new era of "Silent Selling," where most correspondence is happening via email, app message or text. My recent train-the-the trainer articles have focused on a "tech for touch" approach for hotel sales success, so this month I'm focusing more on the "touch" part.
Tags: Travel, Doug Kennedy

How To Help Your Front Desk Colleagues Overcome “Compassion Fatigue” | By Doug Kennedy

As part of the prework I do before conducting on-site training workshops for front desk teams, I always look at the existing, in-house training standards and content. Nearly all programs cover the concepts of showing empathy, and especially at Forbes rated hotels, to establish authentic, emotional connections. Yet when I look at how colleagues are trained on how to deliver on these standards, I find that most managers are simply going over scripted welcome messages and reviewing interpers...
Tags: Travel, Forbes, Doug Kennedy

Reinventing The Welcome: Finally, Self Check-In Has Been Done Right! | By Doug Kennedy

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 my business plan for a hotel industry training company to the top minds in lodging. The year was 1989 and my proposed company name was Check-Inn Training. I remember one industry icon in particular who, upon seeing the name on my binder, said "Bad idea young man." He proceeded to hand me a c...
Tags: Travel, Doug Kennedy, Hotel Motel Management

What Hotels Can Learn From Delta Airlines About Personalized Guest Engagement | By Doug Kennedy

My career as a hotel industry trainer and conference speaker keeps me on the road nearly every week, so I try to take advantage of every available travel perk.
Tags: Travel, Delta Airlines, Doug Kennedy

How To Train Staff On Distribution Channel Conversion | By Doug Kennedy

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 training workshops for front-desk and reservations staff, it seems few are talking about this subject with those who are in the best position to actually do something about it.
Tags: Travel, Doug Kennedy

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

While the hotel sales environment has completely transformed, hotel sales training models seem to be stuck in the 1990's. When I meet hotel leaders at industry conferences it seems most recognize the profound changes such as the emergence of third-party planners and the migration to online RFP tools (CVENT, CVB Platforms and social sites such as The Knot.) Yet most leaders seem to be unclear on what it takes to outsell the competition these days.
Tags: Travel, Doug Kennedy

“Heart Failure”: The Leading Cause Of Bad Reviews | By Doug Kennedy

When you read a cross-section of negative comments from online reviews and guest surveys, it's easy to recognize a common theme across all lodging operations: "Heart failure." More specifically, I am referring to the failure to understand the true heart of hospitality, which is "caring about as well as caring for others."
Tags: Travel, Doug Kennedy

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

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 mix. However, the colleague at your front desk right now can be your hotel's best resource for increasing the most profitable of all channels, which is of course your direct bookings.
Tags: Travel, Doug Kennedy, Ways Your Front Desk Staff

Doug Kennedy Announces Updates To Program For Front Desk Staff To Become 'Certified in the Heart of Hospitality.'

Doug Kennedy, who is the President of Kennedy Training Network, Inc., (KTN) says "Now more than ever, your guests' experience at the front desk impacts the financial success of your hotel." In the past we all learned that "an unhappy guest tells 9 or 10 others…" but in the era of online guest reviews and social media postings those numbers grown exponentially. With most guests booking online, the front desk colleagues are truly 'memory makers' for your hotel's reputation.
Tags: Travel, Doug Kennedy, Announces Updates To Program For Front Desk, Kennedy Training Network Inc KTN

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

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 many reservations departments and hotel front desks, the faces of the colleagues answering the calls seem to convey annoyance more than excitement.
Tags: Travel, Doug Kennedy

The Stereotyping of Millennials Has Gone Too Far | By Doug Kennedy

Seems like just about every conference I speak at lately has another speaker addressing some topic related to "those Millennials." Likewise, seems like at least once a week every lodging publication I read has an article about the challenges of marketing to or the managing of Millennials.
Tags: Travel, Doug Kennedy

Why You Should Be Listening To What Your Voice Agents Are Saying Right Now To Potential Guests | By Doug Kennedy

As I often say in my conference presentations and training sessions, voice reservations is the forgotten distribution channel, at least at most hotels these days. Too many marketing and distribution execs buy-in to stereotypes such as "Millennials only book online and never want to talk with humans…" and "The only ones who still call are elderly and don't know how to work a computer..."
Tags: Travel, Doug Kennedy

Former PlayStation CEO Jack Tretton is a legend in the video game business — and now he’s starting a new company with a radical business model to shake up the industry

Game industry veteran and former PlayStation CEO Jack Tretton is starting a new company focused on video games. The company is named Interactive Gaming Ventures; the goal is to partner with indie game developers by providing capital and management assistance. Unlike the traditional game publisher model, Interactive Gaming Ventures acts like a publisher partner. If you've played any PlayStation console across the past 30 years, you're familiar with Jack Tretton's work.  The long-time Sony em...
Tags: San Francisco, Trends, EA, Sony, Silicon Valley, Minecraft, Activision, Doug Kennedy, Jack Tretton, Interactive Gaming Ventures, Independent Gaming Ventures, Tretton

Netflix brings in Jack Black as ‘The Polka King,’ a series of classics and some scary stuff for January 2018

Netflix kicks off 2018 with five Batman films, including Tim Burton’s “Batman” and Christopher Nolan’s “Batman Begins,” all three “Godfather” films, the four “Lethal Weapon” movies and five “Bring It On” titles. Other highlights include Netflix originals, such as Jack Black’s new biopic about Jan Lewan’s polka Ponzi scheme “The Polka King”; “A Futile and Stupid Gesture,” about the troubled life of National Lampoon co-founder Doug Kennedy starring Will Forte and Domhnall Gleeson; Alex Gibney’s “D...
Tags: Christopher Nolan, Tim Burton, Disney, Norman Lear, Sport, Netflix, Things To Do, Soccer, Justin Bieber, Paris, Jerry Seinfeld, Batman, Alex Gibney, Jack Black, Bangkok, Caribbean

When Guests Complain, Be All EARS! | By Doug Kennedy

Considering all of the many components of a positive guest experience during even just a 24 hour stay, and how many guests are in a hotel on any given night, it should not be surprising to any hotelier that at some point during a shift every colleague is likely to encounter complaints. Surely we can and should do all that is possible to prevent short comings, but it is also essential to train everyone how to respond in such a way as to not only fix what is broken, but also to show compass...
Tags: Travel, Doug Kennedy

Measuring and Incentivizing Front Desk and Reservations Upselling | By Doug Kennedy

Chances are that like most hoteliers this time of year you are busy formulating your financial game plan for 2018. If so, I'm pretty sure your owners or asset managers are looking for more revenue, as all owners seem to do every year. With occupancies performing well in most markets, unless you are planning to build more hotel rooms the only way to squeeze out more revenue is to increase ADR. Implementing a front desk and reservations upselling program, or improving the one already in pla...
Tags: Travel, Doug Kennedy, Incentivizing Front Desk

Leadership Lessons Learned From Being A Guest When The Hotel Was Overbooked | By Doug Kennedy

Earlier this month I observed a difficult situation playing out at hotel where I was a guest, and it provided an invaluable reminder of just how important effective leadership is when things go wrong in the hotel business.
Tags: Travel, Doug Kennedy

Hotel Sales Best Practices For The Era Of Electronic Inquiries | By Doug Kennedy

As anyone who has worked in the profession of hotel sales and catering sales for 10 or more years knows, the skill-set required to be a top performer is quite different these days. Today's sales superstars still have to have exceptional "people skills," which today is more formally referred to as emotional intelligence.
Tags: Travel, Doug Kennedy

How Did The Bartell Hotels’ Call Center Capture 7% More Revenue From 11% Fewer Calls? | By Doug Kennedy

Founded in 1975, Bartell Hotels is one of San Diego's oldest and largest independent hotel companies with eight hotels, including six that are branded (from 4 different national brands) and two independents. Bartell Hotels include: Holiday Inn Bayside, San Diego Airport Hilton, The Dana on Mission Bay, Pacific Terrace Hotel, Sheraton La Jolla Hotel, Humphrey's Half Moon Inn & Suites, Best Western Plus Island Palms Hotel & Marina, and Days Inn at Hotel Circle by Sea World.
Tags: Travel, San Diego, Humphrey, Doug Kennedy, Bartell Hotels, Bayside San Diego Airport Hilton

Airline Service: Stop Complaining, Start Complying and Be Grateful For Super Low Fares! | By Doug Kennedy

As a hotel industry customer service trainer and conference speaker, I am on the road nearly every week. Being based in a large metropolitan area such as Ft. Lauderdale / Miami, FL, it is not logical to stay loyal to one airline; I find it better to fly on whichever one has non-stops. Although I am a Platinum level flyer on both Delta and American, I also frequently fly all the major airlines including United, Southwest, Jetblue, and even some of the low-cost ones such as Spirit and Front...
Tags: Travel, Delta, Frontier, Doug Kennedy, Airline Service, Lauderdale Miami, United Southwest Jetblue

Are You Giving Your Guests Enough RevPAH? | By Doug Kennedy

As I often say in my hospitality workshops, we in the hotel industry are in a very unique business of selling space and time, so we had better be REALLY good at the intangibles. Although we charge them for rooms, the guests are buying an overall experience that is made up mostly of human interactions. With hotel brands so quickly copying each other's amenities, services and décor, just about the only point of differentiation is the human engagement delivered by the people we call colleagu...
Tags: Travel, Doug Kennedy

Hotel Sales: “Why Do Our Rates Change? We Discount When It’s Slower!” | By Doug Kennedy

Every day your hotel sales, reservations and front desk colleagues are fielding questions from both prospects and guests regarding why it is that the rates are so much higher during certain periods as compared to other dates.
Tags: Travel, Doug Kennedy

How To Follow-Up On Voice Reservations Inquiries With Personalized Emails And Phone Calls | By Doug Kennedy

If you're like most hotel marketing and revenue leaders, chances are that one of your major near term strategic goals is to drive more direct bookings and thus reduce the costs of customer acquisition. Certainly this strategy calls for finding ways to drive traffic to your website and make it easy for them to book there right now. However, while many guests will book online, others prefer to first speak directly with a credible reservations agent. Generally, the higher the rate, the longe...
Tags: Travel, Doug Kennedy

Hotel Sales – It’s Time to Use Video Email to Outsell the Competition | By Doug Kennedy

Based on what I hear from the hotel sales and catering sales managers I train each month, the vast majority of inquiries for groups, meetings, conferences and catering events are being received electronically. Some come in via direct email; others arrive after a planner completes a "contact us" inquiry form at the hotel's website. Most, however, arrive via third party platforms such as CVENT, Starcite, MeetingBroker, or via the local DMO or CVB. When planners reached out by phone, they te...
Tags: Travel, Dmo, Doug Kennedy, CVB

Conquering Complaints – Part Two | By Doug Kennedy

With the proliferation of online guest reviews and social media postings, training all of your guest contact colleagues to properly respond to guest complaints is more important than ever before in the history of the lodging industry.
Tags: Travel, Doug Kennedy