Friday, October 19, 2018

Doug Kennedy

Doug Kennedy
Doug Kennedy is president of the Kennedy Training Network.

Why guests still crave the human touch

Receiving a text message asking if my room is OK - or a pre-arrival "welcome" email telling me what I already saw at the hotel’s website - evokes the same emotional reaction I have when receiving “happy birthday” texts and emails from my doctor’s office..

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True hospitality starts with the human heart

As a hotel industry sales and guest services trainer, on average I experience six or more hotel stays each month. Once thing I have learned is that the level of authentic and genuine hospitality, which travellers treasure the most, has little to do with the number of stars or diamonds hanging on a plaque behind the front desk.

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