An Innovative Process For Your Front Desk Colleagues To Become “Certified in the Heart of Hospitality”
A Positive Front Desk Experience Is More Important Than Ever Before
Now more than ever, your guests’ experience at the front desk impacts the financial success of your hotel. In the past it was said that “an unhappy guest tells 9 or 10 others…” 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 “brand.”
Now your front desk associates can be Certified in the Heart of Hospitality and achieve what is becoming a broadly recognized industry designation of CHH. By engaging in this journey your colleagues will learn the essentials of front desk hospitality excellence and recognize that your company is investing in their personal career development.
Unlike other lodging industry certification programs which involve taking a passive, online class followed by an easy-to-pass multiple choice online test, KTN’s CHH program is a highly engaging and personalized journey, which is essential for teaching intangible skills such as hospitality.
Overview of The Journey
First, CHH candidates attend a private, one-on-one, live webinar (approximately 60 minutes) entitled “The 5 Pillars Of Front Desk Hospitality Excellence” delivered by our senior management staff.
The webinar is presented live via webcam; candidates are highly encouraged to also use a webcam. (If necessary, they can use a personal laptop, tablet or smartphone.) After the webinar, KTN will forward self-study resources including a link to replay the recording of their actual private webinar along with the presentation slide deck.
Next, CHH candidates take an online CHH assessment, which includes a blend question types such as matching, multiple choice, true-false, and essay. This is challenging, yet attainable, and they can retake the assessment as needed.
Finally, candidates demonstrate what was learned by having a supervisor make a video recording (such as on a camera phone) of them at the front desk as they role-play several assigned scenes. Recordings are then sent to KTN via a free Dropbox account or other methods for final evaluation and approval.
Thereafter, KTN immediately issues and mails the Certificate of Completion and Lapel Pin (pictured above) and those who are certified can use the designation “CHH” after their name on all professional documentation.
“Train-the-Trainer” Leadership Installation Webinar
To ensure we are fully engaging your entire team and ensuring long-term results, the “Train-the-Trainer” installation option starts your team’s journey to hospitality excellence with a 90 – 120 minute private, live webinar delivered for the top three managers responsible for the team. This is typically the Front Office / Guest Service Manager and their assistant(s). Executives such as GM’s, AGM’s, and HR Directors are welcome to audit this webinar at no additional cost, however it is recommended that no more than 5 attend the webinar for facilitation purposes.
First, KTN’s trainers preview the "5 Pillars" and provide the leadership team with an opportunity to provide input and – if necessary - request any adjustments to the program content in order to match existing, in-house or brand standards.
Next, the webinar covers KTN’s "3M's of Hospitality Leadership." These include: Routinely Modeling the philosophies and techniques of a CHH every day, Mentoring and coaching the frontline associates, and Measuring the results, by using KTN's CHH Audit form.
Investment: $995 Package Price. Fee includes registration fee for 6 front desk staff to become candidates, the Train-the-Trainer Leadership installation webinar, and CHH certification for up to 3 front office / guest services leaders. Additional colleagues can be registered as candidates at any time for the add-on fee of $99.
Registration and Scheduling
To begin the journey, simply notify KTN by email of your interest at Let us know whether you want to select the optional Train-the-Trainer installation or just to certify your front desk staff. KTN will reply with an invoice for secure online payment with any major credit card. (Payment by check is also possible.) Once payment is received, KTN will email a link to a calendar tool that makes it easy to schedule each CHH candidate for their private webinar during a time that fits their work schedule.
Revenue Optimization Strategies for Today's Front Desk Salespersons
KTN’s first program for hotel front desk sales training is entitled Revenue Optimization Strategies for Today’s Front Desk Salespersons. This paradigm-shifting workshop experience helps participants (and first level supervisors) understand the important role of the hotel front desk team in optimizing revenues and maximizing RevPAR, and for full service hotels and resorts, also impacting RevPAC or revenue per available customer.
Participants come to understand their vital role in helping execute their 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 strategies with the tactics used by the front desk colleagues.
Topics include using channel conversion techniques to convince guests who booked via an OTA to book directly next time, upselling at registration, capturing walk-ins, securing return reservations, maintaining rate fences, cross-selling of revenue-generating outlets, identifying leads for the hotel sales department, and being otherwise 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. (Note: This module can be delivered in conjunction with KTN’s Hotel Reservations QUEST sales training.)
This hotel hospitality training program is presented in a half-day format. It is a highly engaging and interactive workshop experience that is also fun for participants to attend.
Contemporary Approaches for Upselling at Registration
KTN’s second program for hotel front desk sales is Contemporary Approaches For Upselling At Registration. Participants first explore that upselling at registration benefits all parties, including the guest who might not otherwise be aware of upgraded room types, such as if their reservation was made by a third party, or whose needs changed on the way to the hotel. A menu of various easy-to-use techniques for hotel front desk upselling are then presented. Besides upselling techniques, participants learn how to review the arrivals list and to recognize the best candidates for upselling, such as those who have pre-paid reservations and those with special requests. Participants also experience a “FAM Tour” of the higher-rated room types and/or suites. Finally, they have a chance to practice using the techniques through interactive role-playing exercises.
A pre-training consultation is held with managers to explore how to measure success at upselling and how to implement a staff recognition and/or incentive plan.
For first time clients, KTN trainers arrive prior to either of the above hotel front desk selling workshops for an introductory - familiarization meeting. We offer advice about measuring results of and how to set-up staff recognition or incentives for ongoing hotel training reinforcement as part of the installation of this front desk sales training program. Advanced-level follow-up training workshops and individual agent coaching is also available for clients looking for ongoing support.
As with all KTN hotel training workshops, the content is customized for the needs of the client hotel or lodging company based on their market segment, inventory of accommodations, property type, revenue strategies, brand or company philosophies, and any unique operational needs.