Customized sales, hospitality/guest services, and revenue management training programs for the hotel and lodging industry.
On Site Hotel Training
Kennedy Training Network offers customized, on-site hotel training workshops for topics such as hotel reservations sales, hotel sales, hotel front desk profit optimization, uspelling, and hotel hospitality - guest service excellence. (Additional hotel training topics, including hotel revenue management training, are available through KTN Network Partners.) Find below a menu of our core training modules.
The content of all KTN hotel training workshops is customized for the needs of the client hotel or lodging company based on their market segment, property type, revenue strategies, brand or company philosophies, and any unique operational needs. For first time clients, KTN trainers arrive prior to training for an introductory - familiarization meeting. We offer advice about measuring results of the hotel training and how to set-up staff recognition or incentives for ongoing hotel training reinforcement.
All KTN hotel training workshops are highly interactive; participants are regularly engaged in training games, team activities, role playing, and group exercises. Most hotel training modules are available in a half-day format which can be repeated to allow for staff coverage. Some programs, such as the sales tracks, are also available in a full day or half-day format to allow for flexibility in scheduling.
- Reservations SAILS Training: This highly interactive training workshop provides hotel reservations sales agents with the training they need to succeed in today’s world of over-informed, multi-tasking callers who have looked at too many choices online. Training themes are based on the premise that today’s callers have visited TripAdvisor or perhaps even read a social media posting on a friend’s Facebook wall. Before dialing, callers have also researched rates via Online Travel Agency sites. This program helps participants use a more conversational and less transactional sales style to engage the caller and to find the “story” behind the call. Armed with this information, reservations representatives can go beyond the “website search support” approach that too many of today's hotel reservations agents take by just looking up the caller’s dates and reading off a list of rates. Instead, participants learn to use descriptions that allure and entices vs. notifying and informing them. Click here for a full hotel training workshop outline.
The content of all KTN hotel training workshops is customized for the needs of the client hotel or lodging company based on their market segment, property type, revenue strategies, brand or company philosophies, and any unique operational needs. For first time clients, KTN trainers arrive prior to training for an introductory - familiarization meeting. We offer advice about measuring results of the hotel training and how to set-up staff recognition or incentives for ongoing hotel training reinforcement.
All KTN hotel training workshops are highly interactive; participants are regularly engaged in training games, team activities, role playing, and group exercises. Most hotel training modules are available in a half-day format which can be repeated to allow for staff coverage. Some programs, such as the sales tracks, are also available in a full day or half-day format to allow for flexibility in scheduling.
- Reservations SAILS Training: This highly interactive training workshop provides hotel reservations sales agents with the training they need to succeed in today’s world of over-informed, multi-tasking callers who have looked at too many choices online. Training themes are based on the premise that today’s callers have visited TripAdvisor or perhaps even read a social media posting on a friend’s Facebook wall. Before dialing, callers have also researched rates via Online Travel Agency sites. This program helps participants use a more conversational and less transactional sales style to engage the caller and to find the “story” behind the call. Armed with this information, reservations representatives can go beyond the “website search support” approach that too many of today's hotel reservations agents take by just looking up the caller’s dates and reading off a list of rates. Instead, participants learn to use descriptions that allure and entices vs. notifying and informing them. Click here for a full hotel training workshop outline.
- Creating Ordinary Excellence, DAILY! This hotel training session first explores the new power of what used to be referred to as “word of mouth” advertising. Whereas hotels and other lodging providers used to have to worry that “an unhappy guest might tell as many as 9-10 others…” today’s guests can become the hotel’s biggest advocates or worst nightmares. With the proliferation of online guest reviews at websites such as TripAdvisor , and now the explosion of social media postings, the level of hospitality and guest service efficiency actually provided to real guests is “transparent” for the world (and potential future guests) to see. This highly interactive workshop takes participants through an exploration of each "step" in The Customer Circle of Life that hotel guests go through, starting with their initial phone call to the fond farewell at departure. Click here for a hotel training workshop outline.
- Revenue Optimization Strategies For Today's Front Desk Team. This program explores the important role of the hotel front desk team in optimizing revenues and maximizing RevPAR along with RevPAC or revenue per guest and non-lodging hotel customer. Participants come to understand their vital role in helping to execute the hotel’s rate strategies on the frontline, during interactions with guests every day at the hotel front desk. This training track is perfect for organizations with strong leadership in the areas of revenue management and distribution and which are ready to integrate their strategic philosophies with the tactics used every day at the front desk. Topics include upselling at registration, capturing walk-ins, using channel conversion techniques, securing return reservations, maintaining rate fences, cross-selling, and being receptive to all profit optimization opportunities. Depending on your hotel’s location and market segment, the workshop content is adjusted to focus on the main areas of opportunity at your front desk. Click here for a hotel training workshop outline.
- Cooking UP New Sales! Do you believe that the hotel sales excellence is an ongoing journey, and that your hotel sales team can close even more business next month than they did this month? If so this hotel sales training workshop is a must-do for your hotel sales team. Using cooking and fine dining analogies as an alternative way to explore long-proven hotel sales training fundamentals, Doug Kennedy will share hotel sales training tips for actualizing your full potential each day. Click here for outline.
- Real-World Strategies For E-Mail Sales Excellence. This workshop is ideal for hotels, resorts, and vacation rental companies that frequently receive reservations inquiries via email, whether from their own website or third party affiliates such as destination marketing organizations, area chambers of commerce, or online lead generation tools. If your hotel or lodging company recognizes that the email in-box is essentially its own distribution channel, and if you are looking to move beyond using impersonal template responses, then this is an essential training opportunity for your team. Click here for outline.
- Train-The-Trainer Workshops. All of KTN's training programs are available in a train-the-trainer version for hotel management companies and hotel brands that are looking to have a group of their in-house hotel trainers or experienced managers prepared to present the hotel training program content to their own staff. Contact KTN for details via telephone at 954.981.7689 or via email info@kennedytrainingnetwork.com
KTN's training fees are structured on a per-day versus per-person, which allows hotels in an area or region to coordinate plans for training and to share the costs. There are no long-term contracts required, and training can be scheduled on an "as needed" basis. Also available are customized Annual Training Plans, which are perfect for clients who are looking for a long-term, strategic hotel sales or guest service development plan. With these plans KTN extends a 20% discount off of the base rate for all components included in the clients customized plan, which can include on-site training, telephone sales or reservations mystery shopping, and private individual hotel team webinars. Contact KTN for more details regarding on-site training fees, or if you would like to receive a proposal for a customized, on-site program let us know by calling: 954.981.7689 or via email info@kennedytrainingnetwork.com
