Hospitality Training

KTN’s program for hotel hospitality training is entitled Creating Hospitality Excellence, DAILY!

Participants first explore 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 Yelp, and with 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.  In short, a hotel’s service level is now part of marketing and public relations.  This workshop experience helps frontline colleagues understand both why and how they need to make it an “ordinary” experience for guests to experience “extraordinary” guest service. 

After exploring their new role, participants then gain exposure to KTN’s “Four Fundamental Principles of Hospitality Excellence,” helping them understand the “what’s in it for me?” from their own perspective.  In short, when colleagues deliver extraordinary service they meet much nicer guests every shift, they experience a far more pleasant work environment, and they have a lot more fun!  This segment covers concepts such as “Hospitality is more than a series of communications techniques; it is essentially a philosophy for living,” “Bringing out the best in others brings out the best in ourselves,” “Negativity is inevitable; using your power of release when encountering difficult people,” and “The road to hospitality excellence is a joy ride!”

Next, the workshop experience 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 prior to arrival, through their arrival experience, the first few moments in the accommodation, life as an in-house guest and onward to the fond farewell at departure.   During this segment the more traditional hospitality communication techniques are covered. 

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.

For first time clients, KTN trainers arrive prior to training for an introductory - familiarization meeting. We offer advice about measuring results of the hotel hospitality training program and how to set-up staff recognition or incentives for ongoing training reinforcement as part of the installation of this hotel hospitality program.  Advanced-level follow-up training workshops and individual 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, property type, brand or company philosophies, and any unique operational needs.

Hospitality Training For Food & Beverage

This workshop is also available in a version targeted specifically to hotel food and beverage colleagues including waitstaff, bartenders, food runners, hosts/greeters, and in-room dining.

Click here for food and beverage hospitality workshop outline.

Conquering Complaints: The Carrot Model™

This workshop provides a refreshing alternative to the recycled content of many other hospitality programs. The KTN trainer first emphasizes just how important it is to properly receive and respond to guest complaints in the era of social media. Next, Doug Kennedy’s Carrot Model™ is presented, helping attendees understand the root cause of complaints. Participants then explore the various personality types of those who complain as well as those who respond. Finally, a menu of real-world approaches and tactics that can be used by all are shared.

Click here for a workshop outline.

Announcing Doug’s New Hospitality Training Book

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So You REALLY Like Working With People?: Five Principles For Hospitality Excellence is a fun and fast moving book that will inspire both frontline colleagues and top-level hospitality leaders. In his new book Doug goes beyond offering traditional hospitality concepts such as “telephone skills,” “using customer names,” and “techniques for handling complaints,” all of which have been covered again and again by others. Instead, readers explore the true heart of hospitality, because that’s where it all starts. Click Here To Purchase The Book At Amazon  



 

Links to Doug’s articles relevant to this topic: 

Are You Giving Guests Enough RevPAH? (Revenue Spent Per Awake Hour!)

Conquering Complaints - Part One: A Complaint Is Like A Carrot

Focus Less On Latest Amenities, More On Guest Relations

Never Try To Prove Guests Wrong, Even When They Are!

How To Bring Out The Best In Others

How To Help Staff Empathize With Guests

People Are Still The Number One Key To Hospitality

Make Guests Tweet

Engaging Guests In "Emotionally Valuable Moments" / Doug Kennedy

Train Your Hotel Team To Use The Language Of Hospitality: Part One