Finest Habits For Resort Gross sales Website Excursions: Stand Out When They Cease By (Whether or not In Particular person Or Nearly)! Doug Kennedy’s Subsequent Coaching Webcast

Sponsored By Journey Outlook, Higher Expertise, and Observe Hospitality Software program

Register your staff and take part stay, or view the recording of Doug Kennedy’s subsequent 40-minute coaching webcast scheduled for Monday, March 18, from Midday – 12:45pm EST. REGISTER HERE

“Whereas many group and occasion bookers undergo the shopping for cycle with out ever visiting the lodge in particular person, there are nonetheless a lot preferring a website tour,” stated KTN President Doug Kennedy.  “And good salespeople at all times supply to conduct stay digital website excursions for many who can’t go to.”

Sometimes, it’s those that are reserving the best revenue-generating offers who’re essentially the most all for a tour, and chances are high they’re additionally visiting different potential motels on the identical day. So, it’s necessary to brush up on finest habits that your gross sales groups might have gotten off form at utilizing throughout the current pandemic years.

Subjects to be lined embody:

• entice consumers right into a go to, whether or not in particular person or just about.
• Put together your entrance workplace employees to greet the prospect by title on arrival, even earlier than it’s spoken.
• Embody key leaders reminiscent of your Normal Supervisor, Operations Supervisor, and/or Visitor Companies Supervisor, in addition to frontline employees.
• Embody “coronary heart of the home” excursions, as consumers might discover it fascinating to peek behind the scenes.
• Keep away from the behavior of itemizing quantitative details and as a substitute use a storytelling strategy.
• shut the sale and go away the subsequent step in your to-do record.
• Ship customized follow-ups.

Subjects for Doug’s month-to-month webcast coaching occasions rotate every month, protecting hospitality and visitor service excellence, transient reservations gross sales, and lodge group/occasion gross sales. In creating this collection, Doug attracts on content material from his on-site coaching packages, convention keynote shows, and his month-to-month coaching articles. 

Everybody who registers receives a hyperlink to the recording, even when they can not attend. The 40-minute format is ideal for “lunch and learns” or employees conferences. The target market is anybody who’s all for upskilling themselves or others, and the subject areas are broad sufficient to be related for all sectors of the lodging business.

“We’re grateful to the generosity of our sponsors who’ve allowed us to supply complimentary admission,” stated Kennedy. “It takes a variety of time to design, promote, and ship these occasions, and so we’d usually cost not less than $99 registration per particular person, however this collection is now fully free to all.”

Sponsors embody: Journey Outlook, the one KTN Licensed name heart, Higher Expertise, a subscription-based expertise acquisition firm serving the lodging sector, and Observe Hospitality Software program, a TravelNet Answer, whose merchandise embody a PMS and CRM.

Complimentary registration may be accessed at www.KTNwebcast.com Listed below are the subjects and dates for the extra subjects scheduled to date.

Efficiently Fielding Respectable Visitor Complaints AND How To Cease The “Full Refund Scammers.”

Friday, April 19 (Midday EDT)

REGISTER HERE

Whereas the overwhelming majority of company who complain merely need to have their emotional reactions validated, there’s a small, vocal, and presumably rising share that Doug Kennedy has labeled “Full Refund Scammers.” On this webcast, Doug will first current KTN’s “EARS” methodology of efficiently resolving visitor complaints. Additionally offered are methods during which your transient reservations and visitor companies staff can work proactively collectively to organize for the arrival of potential “full refund scammers” who arrive with the target of getting their keep comped.

• When fielding complaints, there are two parts. First, is the difficulty driving the grievance, after which maybe extra importantly, is the visitor’s emotional response to the difficulty.
• Utilizing KTN’s EARS methodology of service restoration.
• The significance of notating feedback made throughout the reserving and prearrival correspondence that current as “purple flags.”
• Documenting the small print of particular requests, particularly when the employees has needed to say no or that it’s requested however not assured.
• Recording timelines of requests and complaints, together with the response occasions and motion steps taken.
• Standing as much as bullies when crucial, documenting their argumentative or threatening remarks.
• The significance of not caving to threats. (They’ll most likely try this unhealthy evaluate anyway, even in the event you do cave!)
• Defending your model when responding to unjust on-line visitor opinions.

Reservations Gross sales Brokers: It Is NOT Our Job To Inform Them What’s Obtainable; It IS Our Job To Assist Them Resolve!

Friday, Could 17 (Midday EDT)

REGISTER HERE

Doug created this month’s matter in response to a development our KTN staff sees when conducting pre-training thriller looking for our purchasers. Too typically, when brokers decide the caller has not stayed earlier than and doesn’t have an lodging in thoughts, they instantly record the obtainable choices and charges for rooms, rental houses, or suites. Some brokers even supply to e-mail the entire record, which can appear form however is unquestionably not useful. Doug refers to this as offering “web site search helpdesk help,” and reminds everybody that if that’s all we do, our jobs can instantly get replaced by IVR, AI, and ChatGPT. As a substitute, members learn to lead conversations which will result in a direct reserving, or not less than assist the caller slim down their decisions.

• Understanding the ideas of “selection overload” that journey planners are experiencing after they search on-line and the way that results in FOMO, which is really a psychological dysfunction many people really feel today.
• Utilizing investigative questions to find “the story” behind the caller’s plans, gaining their confidence, whereas additionally controlling the decision circulation to reduce discuss time.
• Utilizing needs-based suggestions and solutions that refer again to the caller’s wants and subsequently have a larger impression.
• As callers begin to determine, endorsing their selection as being an excellent possibility for them.

Practice Your Whole Workers To Elicit Kama Muta (Generally Referred to as That “Heat, Fuzzy” Feeling)

Friday, June 21 (Midday EDT)

REGISTER HERE

It’s one thing that just about all people have skilled in our lives, particularly those that work in guest-facing jobs within the hospitality business. It occurs once we make an genuine, customized, and heartfelt reference to one other human. It’s a mutually skilled feeling, felt throughout cultures, nationalities, and languages. There may be even a typical gesture that people across the globe use when the sensation arises, which is elevating the precise hand and inserting it over the center. Whereas we in Western Cultures apparently don’t have a phrase for this sense, one may be discovered within the historical Sanskrit language. The phrase is Kama Muta, which suggests “being moved by love.” It’s written as काममूत. This webcast covers:

     • Understanding the range of human journey experiences being lived out each day on the opposite aspect of the doorways to your visitor rooms, houses, and suites.

     • Realizing that hospitality is usually a philosophy for every day dwelling that simply would possibly make you a happier human. What’s good for the visitor and good for the corporate can also be good for us personally!

     • Bringing out the most effective in others, brings out the most effective in ourselves. In different phrases, we will have much more enjoyable at work!

     • Utilizing your energy of launch, stomping out cynicism, and shining the sunshine of hospitality to everybody we encounter.

For added particulars, contact KTN at information@kennedytrainingnetwork.com or by telephone (01) 954.533.9130 www.kennedytrainingnetwork.com