Training Tips For Front Desk and Reservations Teams

Complimentary Registration Now Open

Sponsored By Travel Outlook and Track Hospitality Software

Register your team and participate live or receive and view the recording of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, September 25, at Noon ET, which targets hotel staff from front desk and reservations, as well as their leaders. Register Here 

“The era of “self-upselling” is pretty much over,” says Kennedy. “Most guests now ignore pre-arrival messaging, because they feel spammed by upsell offers from every hotel in their itinerary, plus their airline and rental car company.”  “On top of that, they are also flooded by emails from OTAs trying to sell add-on activities,” he added. 

In this webcast, Doug helps leaders and staff recognize that upselling not only generates incremental revenue, but also helps enhance guests’ experiences.  

Participants learn that upselling can best be accomplished at two key stops in the “cycle of service.” First, when guests initially call to book, or if they booked online, when they call to reconfirm or call with a question. Secondly, when welcoming front desk colleagues have authentic, human conversations upon arrival, as guests may feel spontaneous and indulgent after a long day of stressful travel, and an opportunity to treat themselves requires only a small incremental “gap amount. Here are highlights. 

• How upselling strategies and tactics are very different for the front desk vs. voice reservations.
• Reassuring them the room they already “bought” is still a great option (and if applicable, that loyalty membership has already been considered with the preassigned room).
• Opening the door to a conversation by asking if they are aware of, or interested in, available upgraded options.
• Presenting availability as a special, timely opportunity.
• Using “Rate Framing” to create value.
• Using an incremental quoting approach.
• Conveying the value received with the upgrade, including specifics of the actual room location or view.
• Using recommendations and/or endorsements.

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. 

The “3Ms” of Hospitality Leadership: Model, Mentor, Measure

Friday, October 23 (Noon ET)

REGISTER HERE 

Doug will address the difference between “hospitality” and “service,” and how authentic hospitality experiences build loyalty and encourage online reviews that are essential in this era of AI-Powered, conversational searches. Because the culture of hospitality must be organically grown to be authentically delivered, we cannot expect staff to simply flip on the light of hospitality like a flashlight. Instead, all leaders must model hospitality every day. Whereas some bemoan the shortcomings of the workforce, the best leaders recognize that staff of all ages are hungry for good mentors. By measuring and celebrating success, the flame of the hospitality spirit is reignited every day at the employee entrance.

• Modeling and mentoring your staff on how to create emotional connections with guests is actually a commercial strategy.
• Daily, meaningful “micro encounters” provide mentoring opportunities. Frontline staff are closely observing how you speak to and about colleagues as well as guests.
• Avoid guest bashing and instead validate guest complaints.
• How Erik Erikson’s psychosocial theory of Generativity explains “What’s in it for me?” for mentors.

Target audience: All leaders from supervisory through executive level. Good for all aspirational leaders, regardless of title or role. 

Hotel Sales Leaders: Why Your Salespeople Don’t Close More Deals – And What To Do About It

Friday, November 20 (Noon ET)

REGISTER HERE 

You have approved every request for new sales automation systems, because salespeople report being overwhelmed with inbound leads. You’ve added AI-powered drip campaigns so that all buyers receive so-called “personalized” follow-ups. You’ve authorized expenditures for AI-powered revenue management systems powered by the best data in history. You’ve okayed extra funding for purchasing display ads on event planning software platforms. Your hotels have paid for third-party email marketing campaigns. Investment has been made in sleek-looking lead generation systems that capture local demand from those searching for venues. Perhaps you have even invested in platforms that enable the instant, online booking of groups, meetings and events. 

Yet still your hotel sales teams are failing to gain market share from their comp sets. To fully actualize all those investments, focus on the “people parts” and train your team to use a “tech for touch” approach.

• The bleak and mundane endgame of industry-wide sales automation.
• Why you should keep the “people parts” at the heart of the sales process.
• Salespeople should be focused on sales! Minimize unnecessary meetings and reporting.
• Master the four CRM Essentials, regardless of which system you use.
• Practical ways to use AI to enhance, not replace, human-authored sales correspondence.

Target audience: All levels of sales leadership from C-Suite to Regional and on-site Director roles, as well as GMs and asset managers. Frontline sales staff can also benefit.