In Brief: Kennedy Training Network has relaunched its ‘Heart of Hospitality’ certification training program for front desk staff, aiming to help hotels enhance guest service quality and operational consistency through structured employee development.
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Kennedy Training Network Announces Relaunch Of Its Front Desk ‘Heart of Hospitality’ Certification Training Program – Image Credit Kennedy Training Network
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An interactive, live, one-on-one webcam training for your hotel’s “First Impression Makers.”
Your front desk colleagues truly are the “memory makers” who create the first impressions, for better or worse, which set the tone for guests’ overall experiences. These days, guest voices are amplified by social media and online reviews. Creating positive guest experiences is no longer just a “warm and fuzzy” thing to do, but rather a core part of commercial marketing strategy.
By achieving their CHH Certification, your staff will learn how to utilize the “Five Pillars of Guest Service Excellence” every day while conveying vibes of authentic, genuine hospitality, which managers can easily reinforce.
KTN’s uniquely engaging three-step remote delivery process makes this program easy to roll out. First, managers use a booking link to grab a different day and time for each colleague to complete a 90-minute one-on-one webcam training. Next, they complete an online quiz. Finally, they return to webcam for a 15-minute, live role-play session during which they demonstrate mastery of key concepts. (The certification is also offered as a traditional, on-site training experience.) Upon completion, participants receive their official CHH Certificate and lapel pin.
Click here to watch a short video with more details on the process and content.
Now your team can join over 8,000 others worldwide who have previously achieved their CHH Certification Status since 2017. Completely updated for 2026, the original program has been implemented at hotels and resorts of all classifications, brands, and service styles. While the core concepts align with luxury rating systems, they are also foundational for hotels in the midscale and focused segments.
Best of all, the registration fee is just $199 per person for the first 5 staff and $149 for each additional person thereafter who works for the same company or hotel.
Additional details are available on our website, or contact us at: [email protected]
About Kennedy Training Network: KTN is the lodging industry’s best source for hotel training programs and supportive services in topic areas of hotel reservations sales, hotel hospitality/guest service excellence training, front desk hospitality certification, and sales for group/event sales teams. Services include customized, on-site hotel training workshops, private, live webcam training, and individual (one-on-one) webcam coaching. In addition, KTN provides telephone mystery shopping for reservations, guest service, and hotel sales calls. For clients who use any call recording platforms, KTN also provides remote scoring of real calls. Additionally, KTN President Doug Kennedy is a well-known hotel industry conference speaker. For more details, visit www.KennedyTrainingNetwork.com or reach them directly at [email protected].
