Doug Kennedy
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Management
Is your hotel sales team ready for the transition from fishing to hunting sales leads?
After the tidal wave of cancellations and postponements in March, followed by an eerily quiet April and May when many…
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News In Brief
How to show welcoming smiles behind your hotel staff masks
As part of the hotel and lodging industry’s effort to help guests feel safe about traveling during the current COVID-19…
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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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