Sponsored By Journey Outlook and Observe Hospitality Software program
Register your crew and take part reside, or view the recording, of Doug Kennedy’s subsequent 40-minute coaching webcast scheduled for Friday, June 20, at Midday EDT. REGISTER HERE This webcast will probably be of curiosity to all hospitality employees, supervisors who deal with escalated visitor conditions, and managers to coach and mentor their groups.
Take part as Doug offers highlights from KTN’s latest on-site coaching workshop. “Everyone knows it’s supreme if the one who first receives a visitor’s grievance can obtain and resolve it,” says Kennedy, “and forcing them to attend for a supervisor solely causes their frustration to develop, together with their expectations of compensation from somebody larger up the org-chart.” But with out correct coaching, frontline employees might really feel ill-prepared and unqualified, even when administration has stated they’re “empowered” to take action.
Individuals on this webcast will study the foundation causes of visitor complaints are situationally and emotionally based mostly and definitely not supposed as a private assault. Armed with a greater understanding of their key function, easy-to-remember service restoration strategies, plus a couple of useful hints borrowed from the sphere of psychology, your employees will acquire the arrogance wanted for his or her necessary function. This webcast covers:
- Why we should always welcome visitor complaints and acknowledge that they provide us a second probability.
- No, it’s not true that company are getting harder. This incorrect notion can be attributable to what psychologists name “Rosy Retrospection.”
- Quite, the automation of routine visitor conversations and requests has elevated the chances that those that attain out are experiencing an issue or have a grievance.
- The best way to keep away from generally used “set off phrases” and phrases that may trigger company to have a psychological “spiral.”
- KTN’s Carrot Mannequin for understanding the foundation reason behind visitor complaints, which reminds us of the often-missing a part of conventional “service restoration” coaching: offering validation for his or her emotional (over-) reactions.
- Sure, there are positively “visitor bullies” on the market, so this webcast additionally presents copying strategies corresponding to utilizing your “energy of launch” over destructive visitor encounters.
Recordings of earlier webcasts can be found on KTN’s YouTube channel and are actually additionally being distributed in your favourite podcast channel or on KTN’s Spotify channel.
Everybody who registers for this and all KTN webcasts receives a hyperlink to the recording, even when they can not attend. The 40-minute format is ideal for “lunch and learns” or excerpts will be shared at employees conferences. The audience is anybody who’s involved in upskilling themselves or others, and the subject areas are broad sufficient to be related for all sectors of the lodging trade.
“We’re grateful to the generosity of our sponsors who’ve allowed us to supply complimentary admission,” stated Kennedy. “It takes lots of time to design, promote, and ship these occasions, and so we’d usually cost no less than $99 registration per particular person, however this collection is now fully free to all.”
Sponsors embody: Journey Outlook, the one KTN Licensed name middle, and Observe Hospitality Software program, a TravelNet Resolution, whose merchandise embody a PMS and CRM.
Complimentary registration will be accessed at www.KTNwebcast.com. Listed below are the extra subjects scheduled to this point.
Monday, July 21 (Midday EDT)
Regardless of predictions of its demise, the voice reservations channel is alive and effectively, and Doug will share concepts that frontline employees in addition to income/advertising and marketing leaders can use to make sure you seize greater than your “justifiable share.” For many years now, many have stated, “Quickly, nobody will name anymore…” First was the emergence of OTA’s and smartphones, then the over-sold fantasy of homogenous “birth-year generations.” (Doug disproves this with information from McKinsey & Co.) As a substitute, company’ motivation for calling is most affected by their journey story. The upper the speed, the longer the keep, the extra folks touring, and the extra emotionally engaged they’re with journey plans, the extra probably they’re to name.
Good leaders acknowledge that direct bookings save expensive OTA commissions, allow upselling and cross-selling of facilities and actions, and will let you “personal” the connection.
Be a part of us as Doug shares concepts based mostly on KTN’s distinctive alternative to pay attention in to a range of real-world recordings of reservations calls every single day as a part of its distant name scoring evaluation service corresponding to:
Solutions for Income, Distribution, and Advertising Leaders:
- The best way to audit your web site and “prime of funnel” elements that encourage voice bookings. Plus, tips on how to doc and show the interaction of voice and on-line channels.
- Practice your crew that cellphone calls are alternatives, not interruptions to the “admin” sort of labor that falls on most reservations groups lately.
- Midscale, branded accommodations, this one’s for you too! A stunning variety of potential company nonetheless name.
Coaching Ideas for These Answering Calls:
- The best way to flip calls showing to easily be “fast questions” into certified voice leads.
- Higher understanding the wants of in the present day’s overwhelmed, confused callers and your function in them deciding “this” is the suitable property and “now” is the perfect time to guide!
- The best way to use up to date variations of conventional probing questions.
- Closing strategies for quite a lot of name conversations and overcoming boundaries to reserving now.
Cooking Up New Lodge Gross sales
Friday, August 22 (Midday EDT)
This month’s webcast, which primarily targets lodge group and occasion gross sales employees, may even be relatable for gross sales professionals in all areas of the lodging and tourism industries. Utilizing cooking and advantageous eating analogies as a enjoyable different to conventional gross sales coaching terminology, Doug will share progressive, actionable concepts your gross sales crew can use to maximise revenues and capitalize on each gross sales alternative.
By zooming out and taking a look at how the occupation of lodge gross sales is quickly being automated by huge tech options powered by AI, individuals will probably be challenged to make use of these ideas within the near-term to make sure a protracted and affluent profession!
- Don’t lose your lodge gross sales job to DoorDash! Hold human engagement on the core of the eating expertise!
- Uncover your ‘recipe’ for achievement.
- Fill up on key elements and choose the suitable cooking utensils.
- Welcome, shock, and delight them with amuse-bouches.
- Discover out what the patrons really get pleasure from consuming.
- Boost your menu descriptions.
- Regulate the menu for particular dietary wants and preferences.
- Serve up a sweet-tasting dessert.
- Current the verify with a smile!
For added particulars, contact KTN at [email protected] or by cellphone (01) 954.533.9130 www.kennedytrainingnetwork.com
About Kennedy Coaching Community Inc.
KTN is the lodging and hospitality trade’s finest supply for lodge coaching applications and supportive companies in matter areas of lodge gross sales, catering/occasion gross sales, lodge reservations gross sales, and hospitality & visitor service excellence. KTN President Doug Kennedy has been a fixture on the lodging and tourism convention talking circuit for many years. Hoteliers worldwide learn his month-to-month lodge, tourism and hospitality trade gross sales coaching articles on this publication and elsewhere. Go to www.kennedytrainingnetwork.com or name (01) 954-533-9130.