Front Desk Training

KTN Announces An Innovative New Front Desk Hospitality Certification Program



Lapel Pin



Certified in the Heart of Hospitality

Now your front desk associates can be Certified in the Heart of Hospitality and achieve what will soon be a highly coveted 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, live webinar (55-60 minutes) entitled “5 Pillars Of Front Desk Hospitality Excellence” delivered directly by KTN’s executive training staff.  Candidates can attend individually or in groups of up to four. KTN’s trainer will present live via webcam; candidates are highly encouraged to also use a webcam. (If necessary they can use a personal laptop or smartphone.)  

After the webinar, KTN will forward self-study resources including a link to replay the recording of the private webinar along with the presentation slide deck.

Next, CHH candidates take an online CHH assessment, which includes a mixed-bag of question types such as matching, multiple choice, true-false, and essay.  Candidates must achieve a total score of 85% and answer all 3 essay questions correctly. They can retake the test as needed.

Finally, candidates demonstrate what was learned by having a supervisor or co-worker video tape 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 and those certified can use the designation “CHH” after their name on all professional documentation.

Optional Leadership Webinar Regarding Follow-Up Action Steps and Customization

For hotels that register their entire front office staff to be CHH, (a minimum of 8), KTN presents at no additional cost a webinar specifically for the operational leaders to show them how to follow-up and ensure long term results. Presented are "The 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. This webinar also includes a preview of the "5 Pillars" and an opportunity for leaders for request any tweaks or adjustments to match existing, in-house or brand standards.

Investment, Registration and Scheduling

Investment: $159 Per person registration fee for 1-3 candidates per hotel; $129 per candidate if four or more candidates registered.

To begin the journey, simply notify KTN by email of names of the colleagues you wish to register and KTN will reply with an invoice for secure online payment with any major credit card. registration(at) If you prefer to pay by traditional check, note that payment must be received prior to scheduling.

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 from the list of open time slots.

Click Here For Details  

Questions?  (01) 954.533.9130 or info(at)

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.)

Click here for a hotel training workshop outline.

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. 

Click here for a workshop outline.

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.

Links to Doug’s Articles Relevant To This Topic:

Train Your Front Desk Colleagues To Be 'Memory Makers'

AI’ Has No ‘EI’: Tech Alone Can’t Deliver Hospitality

Measuring and Incentivizing Front Desk and Reservations Upselling

Train Your Team To Upsell By Room Type and Rate Option

The Front Desk Is A Distribution Channel

Front Desk Training Can Help Secure More Direct Bookings

How To Disrupt The Growth In OTA Bookings

How To Implement A Hotel-Wide Rooms Upselling Program

Rate Quotation Training Tips For Reservations and Front Desk Staff