Doug Kennedy
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Industry
Train your sales and reservations team to show compassion for cancellations
As a hotel sales trainer, it seems very odd to be writing a train-the-trainer article about how to manage cancellations,…
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Industry
Person-to-person connections can help seal the deal
Sales offices, once a hub of social engagement, have grown silent. If you listen very closely, you might be able…
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Industry
How hoteliers can avoid the email overload
It’s easy to get lost in an inbox full of messages, but here are some ways for hoteliers to better…
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Developments
Train staff that phone calls are opportunities, not interruptions!
With so much information online at a hotel’s website and elsewhere, the telephone is ringing a lot less than it…
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Management
Epic hospitality training
EPIC - Empathy, Patience, Intuition and Compassion. Most guest service training focuses only on interpersonal communications, yet when you only…
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Management
Reinventing the welcome: finally, self check-in has been done right
For decades now, some hoteliers and many hotel tech providers have been pushing hotel guests to embrace self check-in procedures.
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Industry
Three ways to tackle the ‘choice overload’ problem
Seems like every time I go to purchase even the most basic items these days I’m presented with too many…
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Management
Train your team on language of hospitality excellence
As a frequent traveller, I often hear hospitality staff saying common phrases, seemingly with the best intentions.
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Management
Why validation matters when guests complain
When apologising for a mishap during a guest’s stay, it’s important to be sincere and provide validation.
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Industry
How to create great hotel sales negotiators
These days, successful negotiating starts from how one handles leads at their "intake point," which is important in order to…
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