Sponsored By Journey Outlook and Monitor Hospitality Software program
Register your workforce 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 Here
“Whereas most everybody is aware of what a lightning rod is, not everybody is aware of what one really 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 unfavourable power after which dissipates it harmlessly into the bottom. “In precisely this fashion,” Kennedy defined, “Our workers may be prepared when company with unfavourable vibes method, to obtain that “strike” of negativity and stroll away unscathed, as a result of they’re ready with the correct responses and coping abilities to keep up psychological wellness.”
This webcast covers:
- When the subsequent visitor approaches or calls, it’s sort of like spinning a roulette wheel. However instead of the quantity, every spoke has emojis representing completely different visitor personas.
- If you happen to encounter 25, 50, or extra company per shift, the roulette wheel is sure to cease on the faces of adverse folks. The nice half is that you just at all times get to spin once more; odds are the subsequent face is a contented one.
- By striving to know the experiences your company reside out each day on the opposite aspect of the entrance desk, bar, telephone name, or visitor room door, you possibly can 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 a scarcity of empathy and a scripted apology can ignite company’ anger.
- The distinction between having compassion and co-experiencing, internalizing company’ trauma. (You’ll be okay!)
- Break the behavior of ruminating on unfavourable 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 traces, similar 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 may be shared at pre-shift or each day line-up conferences. The audience is anybody who’s concerned with 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 at the moment are 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 plenty 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: Travel Outlook, the one KTN Licensed name heart, and Track Hospitality Software, a TravelNet Resolution, whose merchandise embody a PMS and CRM.
Complimentary registration may be accessed at www.KTNwebcast.com. Listed below are the extra subjects scheduled up to now.
Reservations QUEST Half Two
Friday, February 21 (Midday EDT)
In case you are trying to get extra direct bookings this yr, 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 bunch of inns, luxurious trip house rental companies, and resorts enhance 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 contemporary concepts for uncovering and overcoming objections, securing the sale, and following up proactively.
This webcast covers:
- Defining upselling vs. fee 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 fee resistance, or are they simply not prepared?
- Tips on how to overcome fee resistance, primarily based on the present fee technique.
- Utilizing “fee framing” to place mid- and low-tier charges as being 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)
The phrase “personalised service” is used an terrible lot lately, most frequently to advertise some new AI-powered tech resolution to drop company’ names into welcome emails and show it on their TV, or to conduct creepy-feeling analysis on company’ social channels in an try and advocate an amenity, a neighborhood attraction or an exercise. Nonetheless, if you merely have a look at the foundation phrase, it appears fairly clear that true “personalization” is finest carried out by an individual! On this webcast, Doug will share his opinions of what personalised service just isn’t, primarily based on his private expertise as a visitor at over 80 lodging corporations of all kinds over the earlier 12 months. Extra importantly, he will even share examples that workers members of all departments can use throughout on a regular basis micro-encounters to actually present the sort of personalised visitor experiences that encourage social media promoters and enduring visitor loyalty.
For added 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 subject 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.