Sponsored By Journey Outlook and Observe Hospitality Software program
Register your crew and take part dwell, or view the recording, of Doug Kennedy’s subsequent 40-minute coaching webcast scheduled for Friday, January 17, from Midday – 12:45pm EST. Register Right here
“Whereas most everybody is aware of what a lightning rod is, not everybody is aware of what one truly does,” stated KTN President Doug Kennedy, “however those that do get that it’s a nice mannequin for increasing your conventional service restoration coaching.” When lightning strikes, this rod stands tall to draw the sturdy bolt of adverse power after which dissipates it harmlessly into the bottom. “In precisely this manner,” Kennedy defined, “Our employees will be prepared when visitors with adverse vibes method, to obtain that “strike” of negativity and stroll away unscathed, as a result of they’re ready with the right responses and coping expertise to take care of psychological wellness.”
This webcast covers:
- When the following visitor approaches or calls, it’s form of like spinning a roulette wheel. However instead of the quantity, every spoke has emojis representing totally different visitor personas.
- For those who encounter 25, 50, or extra visitors per shift, the roulette wheel is sure to cease on the faces of inauspicious folks. The great half is that you simply all the time get to spin once more; odds are the following face is a contented one.
- By striving to know the experiences your visitors reside out every day on the opposite facet of the entrance desk, bar, telephone name, or visitor room door, you’ll be able to higher keep in mind that their frustrations are with the conditions and never with you personally.
- Displaying honest empathy earlier than providing an apology helps defuse tense visitor encounters, whereas an absence of empathy and a scripted apology can ignite visitors’ anger.
- The distinction between having compassion and co-experiencing, internalizing visitors’ trauma. (You will be okay!)
- Break the behavior of ruminating on adverse visitor encounters. In any other case, you re-live the emotional duress every time you re-imagine the state of affairs or retell the story.
- What to do when excessive bullies cross pink strains, comparable to utilizing private insults, slurs, and inappropriate language.
Everybody who registers receives a hyperlink to the recording, even when they can’t attend. The 40-minute format is ideal for “lunch and learns” or excerpts will be shared at pre-shift or every day line-up conferences. The audience is anybody who’s desirous about upskilling themselves or others, and the subject areas are broad sufficient to be related for all sectors of the lodging trade.
Recordings of earlier webcasts can be found on KTN’s YouTube channel and are actually additionally being distributed in your favourite podcast channel or on KTN’s Spotify channel.
“We’re grateful to the generosity of our sponsors who’ve allowed us to supply complimentary admission,” stated Kennedy. “It takes lots of time to design, promote, and ship these occasions, and so we might usually cost at the least $99 registration per individual, however this collection is now utterly free to all.”
Sponsors embody: Journey Outlook, the one KTN Licensed name heart, and Observe Hospitality Software program, a TravelNet Resolution, whose merchandise embody a PMS and CRM.
Complimentary registration will be accessed at www.KTNwebcast.com. Listed here are the extra matters scheduled to date.
Reservations QUEST Half Two
Friday, February 21 (Midday EDT)
REGISTER HERE
In case you are trying to get extra direct bookings this 12 months, take part as Doug shares extra highlights from KTN’s 2025 version of our Reservations Gross sales QUEST coaching program that has helped a whole lot of inns, luxurious trip house rental businesses, and resorts improve name conversion. As a result of KTN’s Reservations Gross sales Coaches often hearken to cloud-based recordings of actual conversations, our coaching has been up to date with recent concepts for uncovering and overcoming objections, securing the sale, and following up proactively.
This webcast covers:
- Defining upselling vs. price optimization.
- Utilizing “Storified Promoting” to upsell higher-rated lodging.
- Securing the sale is a pure subsequent step that advantages everybody, together with the caller.
- When callers decline: Is it price resistance, or are they simply not prepared?
- overcome price resistance, primarily based on the present price technique.
- Utilizing “price framing” to place mid- and low-tier charges as being an excellent worth.
- A brand new method to explaining top-tier/high-season charges.
- Following up proactively when callers have an interest however not but able to commit.
Understanding What Customized Hospitality Is (and What It Is not!)
Friday, March 21 (Midday EDT)
REGISTER HERE
The phrase “customized service” is used an terrible lot lately, most frequently to advertise some new AI-powered tech answer to drop visitors’ names into welcome emails and show it on their TV, or to conduct creepy-feeling analysis on visitors’ social channels in an try and suggest an amenity, a neighborhood attraction or an exercise. Nonetheless, if you merely have a look at the basis phrase, it appears fairly clear that true “personalization” is finest executed by an individual! On this webcast, Doug will share his opinions of what customized service isn’t, primarily based on his private expertise as a visitor at over 80 lodging firms of all kinds over the earlier 12 months. Extra importantly, he may even share examples that employees members of all departments can use throughout on a regular basis micro-encounters to actually present the form of customized visitor experiences that encourage social media promoters and enduring visitor loyalty.
For extra particulars, contact KTN at [email protected] or by telephone (01) 954.533.9130 www.kennedytrainingnetwork.com
About Kennedy Coaching Community Inc.
KTN is the lodging and hospitality trade’s finest supply for resort coaching packages and supportive providers in matter areas of resort gross sales, catering/occasion gross sales, resort reservations gross sales, and hospitality & visitor service excellence. KTN President Doug Kennedy has been a fixture on the lodging and tourism convention talking circuit for many years. Hoteliers worldwide learn his month-to-month resort, tourism and hospitality trade gross sales coaching articles on this publication and elsewhere. Go to www.kennedytrainingnetwork.com or name (01) 954-533-9130.
Doug Kennedy
Kennedy Coaching Community (KTN)
