The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences

Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software

Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Monday, October 21, from Noon – 12:45pm EST. REGISTER HERE

“Speakers and trainers like me are always looking for new ways to represent intangible concepts,” said KTN President Doug Kennedy, “So I’m excited to share the model we use, a simple tricycle. I think it’s the perfect model to represent the components needed for a guest to have an overall excellent stay.”

Join in as Doug explains how participants can use KTN’s model to help everyone understand that delivering remarkable hospitality experiences requires a “symbiotic” relationship to exist between all staff from all departments. Just like a tricycle has three wheels, there are three essential components of a memorable guest stay. The back wheels represent “Technology and Systems” and a quality “Physical Product,” while the front wheel, which is the largest and leads the way, represents guest hospitality, which can only be delivered by way of human interactions.

This webcast covers:

• Regardless of which “wheel” represents the work you do, all must roll together for a guest to have a good experience. Therefore, everyone plays a key role in keeping all three wheels rolling!
• The “product” wheel is certainly essential. Guest satisfaction starts with a clean, updated, well-maintained accommodation. Being attentive to housekeeping and maintenance is everyone’s job.
• The “tech and systems” wheel is also important. No guest will be happy if we don’t operate efficiently. Everyone has a role in offering suggestions and ideas to evolve the “flow” of systems and processes.
• Yet it’s the front wheel, representing hospitality experiences, that truly helps your lodging experiences stand out in guests’ minds, creating loyalty, encouraging word-of-mouth advertising, and favorable social media posts.
• In the end, it’s humans like us who sit down, grab the handlebars, and start pumping those pedals in order to drive excellent guest experiences daily!

Everyone who registers 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.

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

“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 at least $99 registration per person, but this series is now completely free to all.”

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

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

Customer Hospitality Is Bigger than Guest Service

Friday, November 15 (Noon EDT)

REGISTER HERE

In the lodging industry, we tend to think of our customers as “guests,” reflecting a concept that many of us were mentored on long ago which is “Treat our guests as you would those visiting your own home.” However, customer hospitality is a philosophical concept that should be foundational to your entire company culture, reaching far beyond interactions with guests. In this webcast, Doug inspires a more holistic approach to nurturing and sharing the hospitality vibe with everyone we encounter.

• Understanding the differences between “hospitality” and “guest service.”
• You can mandate guest service scripting, but a culture of hospitality must be organically grown and delivered from the heart.
• Strong hospitality cultures are deeply rooted in the etiquette by which colleagues treat one another and are re-ignited at the employee entrance.
• In the lodging industry, many “customers” are not actually guests. They are travel agents, meeting and event planners, and literally anyone who enters the building and interacts with staff.
• On the vacation rental side, owners are arguably the most important customers.
• In all companies, vendor partners and colleagues from other departments are in a way also customers too.
• Customer hospitality experiences are your hotel’s best marketing tool, especially as AI-powered searches rely on reviews and not keyword stuffing.
• Building on the foundation of customer hospitality is good for business, but also strongly impacts staff satisfaction and retention from being part of a team that truly values kindness and generosity.

Reservations Sales QUEST – 2025 Edition!

Friday, December 20 (Noon EDT)

REGISTER HERE

If you are looking to get more direct bookings in 2025, join in as Doug shares highlights from KTN’s 2025 edition of our Reservations Sales QUEST training program that has helped hundreds of hotels, luxury vacation home rental agencies and resorts increase call conversion. Because he is out every month training frontline reservations teams, and with KTN’s Reservations Coaches regularly listening in to cloud-based recordings of real-world callers, Doug is always up to date on the latest trends. Each year he personally updates QUEST, which is KTN’s foundational reservations course. Register your team to gain exposure to easy-to-use tactics and relatable, real-world examples of sample dialogue they can use immediately. This webcast covers:

• The important role of today’s reservations sales specialists.
• The interplay of voice and online channels. Why do they still call and email us?
• Doing “The Basics” EXTREMELY well.
• Using Investigative, “Conversation Starting” QUESTions, including updated versions of traditional probing questions.
• Storifying Selling: Using “snappy taglines” to narrate the pictures they’ve no doubt already seen online.
• Join us for our next webcast in January 2025, entitled “Reservations Agents: How To Overcome Objections and Close More Sales, during which Doug will share highlights from the rest of Reservations QUEST 2025!

For additional details, contact KTN at info@kennedytrainingnetwork.com or by phone (01) 954.533.9130 www.kennedytrainingnetwork.com