Doug Kennedy
-
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…
Read More » -
Industry
Want direct bookings? Train your team to ask for them
Here are some train-the-trainer style tips for providing your reservations and/or front desk colleagues with the skills they need to…
Read More » -
Industry
A complaint is like a carrot…
The first step in conquering complaints is to understand their root causes. It occurred to me that a familiar root…
Read More » -
Industry
How to excel at the upsell..
Training your front-desk staff on how to recognise and capitalise on up-sell opportunities at guest check-in can result in a…
Read More » -
Management
Train your staff to capture direct bookings
Front-desk employees have the power to encourage known regular guests to book direct. Here are some tips on how to…
Read More » -
Industry voices
The real opportunity in ‘voice’ is human engagement
I often use voice-to-text and also have an Amazon Alexa device that I use to check the weather forecast or…
Read More » -
Industry
Heart Failure: The leading cause of bad reviews
When you read a cross-section of negative comments from online reviews and guest surveys, it’s easy to recognise a common…
Read More » -
Industry
Guest personalisation: What it is, and what it is not
There’s nothing that makes a stay feel less personalised than poor attempts at personalisation.
Read More » -
Management
How to free up your staff for the important stuff
Chances are that if you take a good hard look at how accom salespeople spend their work days, there are…
Read More » -
Industry
Do you care for, or about, your guests?
It is time to rehumanise our customers, whether we call them hotel guests, restaurant patrons or sales prospects.
Read More »