Intentionally Communicating The Vibe Of Hospitality

Sponsored By Travel Outlook and Track Hospitality Software

Register your team and participate live or later receive and view the recording of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, May 22, at Noon EDT. Register Here

“Whereas my recent KTN webcasts have focused on the ‘vibe’ model of hospitality as a philosophy,” says Kennedy, “this month we are going to dig into the interpersonal communications habits for intentionally communicating it.” Although the word “vibe” is often thought of as unserious, Doug will briefly recap evidence that vibes are very real and significantly impact everyone encountered, including coworkers as much as guests. “Besides powering up our hospitality vibes when we walk into work,” he added, “We also have to master the interpersonal communications tools that allow us to exude the aura of 5G Positivity.” This month’s topics include:

• Proxemics and kinesics.
• Wordless communication speaks silently but loudly.
• Vocalics and paralanguage can convey more than actual words.
• Communicating hospitality textually.
• The language of hospitality.
• Listening loudly, with intention.

Recordings of previous webcasts are available on KTN’s YouTube channel and are now also being distributed on your favorite podcast channel or on KTN’s Spotify channel.

Everyone who registers for this and all KTN webcasts receives a link to the recording, even if they cannot attend. The 40-minute format is perfect for “lunch and learns,” or excerpts can be shared at staff meetings. The target audience is anyone who is interested in upskilling themselves or others, and the topic areas are broad enough to be relevant for all sectors of the lodging industry.

“We are grateful to the generosity of our sponsors who have allowed us to offer complimentary admission,” said Kennedy. “It takes a lot of time to design, promote, and deliver these events, and so we would normally charge a registration fee, but this series is now completely free to all.”

Sponsors include: Travel Outlook, the only KTN Certified call center, and Track Hospitality Software, whose products include a Track PMS and Pulse reservations CRM.

Complimentary registration can be accessed at www.KTNwebcast.com. Here are the additional topics scheduled so far.

Advanced Reservations Sales Skills: Maximizing Rates & Overcoming Objections

Friday, June 19 (Noon ET)

REGISTER HERE

Given increasingly complex revenue and pricing technology and methods, today’s reservations sales agents have to offer and explain fast-changing rates and availability restrictions to the best-educated and most savvy consumers ever. This webcast helps reservations sales agents present and defend rates, along with other “levers” revenue leaders use to optimize revenues in the era of dynamic pricing algorithms. Sales tactics covered include:

• A better way of explaining why rates change according to demand and why rates are higher during periods of high occupancy.
• How to “downsell” when the last remaining accommodations during high demand are lower-tier, less-desirable options.
• How to “upsell” when the last remaining accommodations during high demand are top-tier, possibly larger or higher-priced options than what was originally requested.
• Explaining mid-stay rate variance.
• What to say when the rates have gone up by the time they call back.
• Overcoming objections to minimum stays when the caller cannot extend their dates.
• Favorably framing discounted rates.
• Avoid offering discounts when they are not requested or needed.

Proactive, Polite, and Productive Hotel Sales Prospecting

Friday, July 24 (Noon ET)

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As the booking of routine meetings, BT travel, and social events becomes an increasingly automated, self-service process, the long game for a successful hotel sales career is to level up one’s prospecting skills. This webcast covers a mix of organizational habits and practical sales tactics that will help salespeople go beyond simply converting inbound leads and instead focus on hunting down new revenue.

• How to make proactive prospecting a daily habit.
• Embracing your CRM’s “lead stream” today in order to create prospecting leads for tomorrow.
• Retargeting lost and declined business from previous inquiries.
• Reaching out for referrals.
• Research: The key to evolving from “cold calling” to “warm calling.”
• Tips for personalized prospecting: be humble and grateful.
• Using “tech for touch” tools when prospecting.
• How to use a follow-up cadence that is persistent, but not pushy!