Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software
Register your workforce and take part stay, or view the recording, of Doug Kennedy’s subsequent 40-minute coaching webcast scheduled for Friday, May 17, from Noon – 12:45pm EST. REGISTER HERE
“As evidenced by the pre-training mystery shopping our team provides for new clients, an awful lot of reservations sales agents do little more than find out the caller’s dates and number of people, and then quote them the same rates the caller has already seen online prior to calling,” mentioned KTN President Doug Kennedy. “When you think about it, this approach is like treating a sales task more like ‘website help desk,’ and if that’s all agents do these days, their jobs will very soon be replaced by AI and ChatGPT.”
In this webcast, Doug reminds individuals that the majority callers have already been on-line. They have seen charges and browse bullet factors about facilities. Most are calling as a result of they’re confused by evaluations, overwhelmed by decisions, or simply wish to ensure they get the very best price doable. “It’s NOT our job to tell them what’s available,” Kennedy says, “It IS our job to help them decide that we are the best choice and now is the best time.” If we let callers return on-line, if we’re fortunate, they might nonetheless e book our lodge, however they could additionally e book one other one listed within the search outcomes or e book us by way of a expensive OTA.
Topics to be coated embody:
- Understanding the ideas of “choice 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.
- Using investigative questions to find “the story” behind the caller’s plans, gaining their confidence, whereas additionally controlling the decision circulation to attenuate speak time.
- Using needs-based suggestions and options that refer again to the caller’s wants and subsequently have a larger influence.
- As callers begin to determine, endorsing their selection as being a superb possibility for them.
Topics for Doug’s month-to-month webcast coaching occasions rotate every month, masking hospitality and visitor service excellence, transient reservations gross sales, and lodge group/occasion gross sales. In creating this sequence, Doug attracts on content material from his on-site coaching applications, convention keynote shows, and his month-to-month coaching articles.
Everyone who registers receives a hyperlink to the recording, even when they can’t attend. The 40-minute format is ideal for “lunch and learns” or excerpts will be shared at workers conferences. The target market is anybody who’s occupied with upskilling themselves or others, and the subject areas are broad sufficient to be related for all sectors of the lodging trade.
“We are grateful to the generosity of our sponsors who have allowed us to offer complimentary admission,” mentioned Kennedy. “It takes a lot of time to design, promote, and deliver these events, and so we would normally charge at least $99 registration per person, but this series is now completely free to all.”
Sponsors embody: Travel Outlook, the one KTN Certified name heart, Better Talent, a subscription-based expertise acquisition firm serving the lodging sector, and Track Hospitality Software, a TravelWeb Solution, whose merchandise embody a PMS and CRM.
Complimentary registration will be accessed at www.KTNwebcast.com. Here are the extra matters and dates scheduled to this point.
Train Your Entire Staff To Elicit Kama Muta (Commonly Called That “Warm, Fuzzy” Feeling)
Friday, June 21 (Noon EDT)
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 trade. It occurs once we make an genuine, personalised, and heartfelt reference to one other human. It is a mutually skilled feeling, felt throughout cultures, nationalities, and languages. There is even a typical gesture that people across the globe use when the sensation arises, which is elevating the proper hand and inserting it over the guts. While we in Western Cultures apparently don’t have a phrase for this sense, one will be discovered within the historical Sanskrit language. The phrase is Kama Muta, which implies “being moved by love.” It is written as काममूत. This webcast covers:
- Understanding the variety of human journey experiences being lived out day by day on the opposite facet of the doorways to your visitor rooms, houses, and suites.
- Realizing that hospitality generally is a philosophy for each day residing 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 very best in others, brings out the very best in ourselves. In different phrases, we will have much more enjoyable at work!
- Using your energy of launch, stomping out cynicism, and shining the sunshine of hospitality to everybody we encounter.
How To Turn Every Guest “Conversation” Into A Sales & Marketing Opportunity
Friday, July 22 (Noon EDT)
As tech options proceed to exchange “touch points” in our visitors’ cycle of service, every remaining “conversation” turns into ever extra necessary, particularly since visitors usually tend to attain out to our people both when issues go incorrect or after they have a particular request or want. With so many visitors reserving on-line, typically by way of third events, and with an ever-increasing quantity utilizing self-check-in, any remaining interplay is likely to be the one likelihood to place a “face” in your model and foster loyalty. Doug’s webcast will cowl:
- How to show inbound emails, chat messages with “quick questions,” and in-app message exchanges on OTA’s into alternatives to transform a brand new reserving, cross-sell, or upsell.
- Maintenance techs and housekeeping inspectors would be the solely face of your organization and in the very best place to encourage a optimistic visitor evaluate of social media posts, particularly for visitors who check-in through an app or keyless entry.
- These days, it’s typically the random encounter in a hall, walkway, or elevator that creates the very best alternative to humanize your model.
- It’s everybody’s job to “know the product,” which is after all the general expertise, not the room, suite, or trip dwelling. Answering questions is sweet, however proactively providing “local insider’s tips” is a real gesture of hospitality.
- It’s the “people parts” that make the distinction to visitors. So in that sense, everyone sells!
Hotel Sales Habitudes For Booking More Groups, Conferences, and Events
Friday, August 16 (Noon EDT)
Today’s lodge and occasion salespeople work in fully totally different environments than most of their leaders skilled. Meeting planning and occasion reserving websites have created a flood of leads, which will be overwhelming for salespeople working inside a gross sales position nonetheless designed for the period when most leads got here in by cellphone or web site inquiry types. When revenues drop, salespeople are required to satisfy prospecting quotas, based mostly on a set variety of calls, despatched emails, or door knocks. Yet these calls go to voicemail, emails go to spam, and the workplace doorways are both locked, or if open, there is not any one on the receptionist station. Self-serving “thought leaders” are pushing RFP automation and AI-powered prospecting, each of which result in generic, spammy-feeling gross sales correspondence. If these challenges sound acquainted, be part of us as Doug shares actionable, real-world coaching habits and mind-shifting attitudes for reserving extra enterprise.
- When Product, Price, and Place are all basically the identical, which they’re today, it’s the People that make the distinction. As a salesman, YOU are your lodge’s superpower.
- Embrace your CRM and make it be just right for you. It’s the one solution to follow-up in a method that’s each tenacious and personalised.
- Sort and prioritize incoming leads. Craft extra genuine, considerate responses to the most popular leads.
- Yet reply to all leads. This would require you to assume creatively to get the enable you want, and it might be exterior of your “silo” of the lodge gross sales division.
- Use a “tech for touch” method. Embrace tech options, however use them in ways in which maintain the human contact in lodge gross sales.
- Sure, subscription-based instruments like Knowland and ZoomInfo can assist, however you already personal the very best sources for contacts to prospect; earlier purchasers and prospects, together with those that didn’t e book with you the primary time.
- How to construct the behavior of prospecting into your each day gross sales routine, versus coaching to “find” that point when you can also make all these chilly calls.
For further particulars, contact KTN at [email protected] or by cellphone (01) 954.533.9130 www.kennedytrainingnetwork.com
About Kennedy Training Network Inc.
KTN is the lodging and hospitality trade’s finest supply for lodge coaching applications and supportive providers in matter areas of lodge gross sales, catering/occasion gross sales, lodge reservations gross sales, and hospitality & visitor service excellence. KTN President Doug Kennedy has been a fixture on the lodging and tourism convention talking circuit for many years. Hoteliers worldwide learn his month-to-month lodge, tourism and hospitality trade gross sales coaching articles on this publication and elsewhere. Visit www.kennedytrainingnetwork.com or name (01) 954-533-9130.