Optional Session

Register early to secure your seat in this limited-seating workshop filled with tips you can use to train and coach your staff for closing more sales from today’s over-informed, distribution channel surfing, multi-tasking callers. Highlights from Doug Kennedy’s menu of multi-level reservations sales training programs he and his KTN team presents throughout North America.

Friday March 1st, 2019  |  8:30am to 11:30am  |  Morning Coffee Break included
There is no additional cost for this session - it is included in Conference Registration.

Respectfully, due to limited capacity, this session is open to hoteliers only.

Workshop Agenda

This workshop was developed after Kennedy Training Network's President Doug Kennedy listened in to recordings of actual real-world callers captured by monitoring systems of his clients from all market segments. Give your hotel's voice channel a leading edge by learning:

  • Contemporary approaches for upselling and cross-selling.

  • How to ask for the sale conversationally.

  • Good reasons to love our "clueless" callers!

  • Convincing those who are shopping at online channels (such as OTA's) to book directly right now.

  • Using pro-active follow-up when the caller declines your attempt to close the sale.

About the presenter

Doug Kennedy | President @ Kennedy Training Network

Doug Kennedy is president of the Kennedy Training Network, Inc. a leading provider of hotel sales, guest service, reservations and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry. Kennedy has been a fixture on the industry’s conference circuit for hotel companies, brands and associations for more than two decades. It is estimated that over 15,000 others have participated in the private training workshops and seminars he has presented personally throughout the United States, Canada and Mexico, as well as in places like Sao Paulo, Brazil, Singapore, Kaula Lumpur , Malaysia, Sophia, Bulgaria, Frankfurt, Germany, Florence, Italy, Amsterdam, Netherlands, Kiev, Ukraine, and Moscow Russia. 

Since 1996, Kennedy’s monthly training articles have been published worldwide, making him one of the most widely read hospitality industry authorities. Additionally, Doug was the Administrative Advisor for HSMAI who lead the founding of the revenue management group that is today known as the HSMAI ROC.

are you getting top profitability from your voice channel?

Cloud5 Communications commissioned independent third-party consultant to conduct a survey of 24 hotel groups, polling senior reservation, distribution and contact center executives, with a goal of collecting call center performance data to capture insights and further advance towards the development of an industry standard. 

Click here to download a complimentary copy of the complete White Paper on Voice Reservations Call Conversion from our sponsor Cloud5 Communications.