Now more than ever, your guests’ experience at the front desk impacts the financial success of your hotel. In the past it was said that “an unhappy guest tells 9 or 10 others…” Now, in the era of online guest reviews and social media postings, those numbers have grown exponentially and with guests booking online, the front desk colleagues are truly “memory makers” for your “brand.”
Becoming a “CHH” hotelier is affordable too, with package rates at $995 USD, individual rates at $129 USD, and a student rate of $79.

Heart of Hospitality Certification

Now your front desk associates can be Certified in the Heart of Hospitality and achieve what is becoming a broadly recognized industry designation of CHH. By engaging in this journey your colleagues will learn the essentials of front desk hospitality excellence and recognize that your company is investing in their personal career development. Candidates are focused on The Five Pillars Of Hospitality Excellence Which are:

  • Warm Welcome/Fond Farewell
  • Authentically Engage Our Guests
  • Telephone Hospitality Excellence
  • “Know Your Product” and Volunteer Information
  • Welcome and Validate Guest Complaints

These pillars are represented by the five fingers of the hand, which support the most essential component of the of true hospitality: The Human Heart.

Certification candidates learn that the heart of hospitality is human kindness. Without the “heart part,” the pillars are meaningless, scripted communications techniques.

Being a remote learning experience, it’s easy to schedule your front desk staff to be certified as they complete each step individually. Our online registration tool allows managers to select a date and time slot that works for each candidate’s private, live webinar experience that kicks off their journey.

Unlike other lodging industry certification programs which involve taking a passive, online class followed by an oversimplified online test, KTN’s front desk certification is highly engaging and personalized, which is essential for training related to intangible skills such as hospitality.

(As an alternative, the entire certification process can be administered in-person and on-site in a traditional workshop format. Then any front desk staff who come on board at later dates can be certified via the remote process.)

Overview of The Journey
First, CHH candidates attend a private, one-on-one, live webinar (approximately 60 minutes) entitled “The 5 Pillars Of Front Desk Hospitality Excellence” delivered by KTN’s most senior training executives.

The webinar is presented live via webcam; CHH candidates are highly encouraged to also use a webcam. (If necessary, they can use a personal laptop, tablet, or smartphone.) After the webinar, KTN will forward self-study resources including a link to replay the recording of their actual private webinar along with a handout covering the content presented.

Next, candidates take an online CHH assessment, which includes a blend of question types such as matching, multiple-choice, true-false, and essay. This is challenging, yet attainable, and they can retake the assessment as needed.

Finally, candidates demonstrate what was learned by having a colleague make a video recording (such as on a camera phone) of them at the front desk as they role-play several assigned scenes. Recordings are then sent to KTN via a free Dropbox account or other methods for final evaluation and approval.

Thereafter, KTN immediately issues and mails the Certificate of Completion and Lapel Pin and those certified can use the designation “CHH” after their name on all professional documentation.

Some of Doug Kennedy’s Articles On Front Desk Hospitality

KTN Announces An Innovative New Front Desk Hospitality Certification Program READ MORE

Train Your Front Desk Team On The ‘5 Pillars Of Hospitality Excellence’ READ MORE

Video – Doug Kennedy and Cathy Cook Introduce The Three Steps To “Heart of Hospitality” Certification WATCH ON YOUTUBE

Train Your Front Desk Colleagues To Be ‘Memory Makers’ READ MORE

“Train-the-Trainer” Leadership Installation Webinar
To fully engage your leadership team and ensure long-term results, the “Train-the-Trainer” installation starts your front desk team’s journey to hospitality excellence with a 90 – 120 minute private, live webinar delivered for the department’s top three managers. This is typically the Front Office / Guest Service Manager and their assistants or supervisors. Executives such as GM’s, AGM’s, and HR Directors are welcome to audit this webinar at no additional cost, however it is recommended that no more than 5 attend the webinar for facilitation purposes.

First, KTN’s trainers preview the “5 Pillars of Hospitality Excellence” and provide the leadership team with an opportunity to provide input and – if necessary – request any adjustments to the program content in order to match existing, in-house or brand standards.

Next, the webinar covers KTN’s “3M’s of Hospitality Leadership.” These include: Routinely Modeling the philosophies and techniques of a CHH every day, Mentoring and coaching the frontline associates, and Measuring the results, by using KTN’s CHH Audit Form.


$995  USD Package Price. Fee includes registration fee for 6 front desk staff to become candidates, the Train-the-Trainer Leadership installation webinar, and CHH certification for up to 3 front office / guest services leaders. Additional colleagues can be registered as candidates at any time for the add-on fee of $99.

$129 USD Individual CHH candidate rate, available for hotels with fewer staff to certify and also for individual hoteliers wishing to achieve CHH status on their own.

$79 USD Student rate, available for any current hospitality or tourism student that has a valid .edu email address associated with a college or university program.

Registration and Scheduling
To begin the journey, simply notify KTN by email at regi[email protected] and KTN will reply with an invoice for secure online payment with any major credit card. (Payment by check is also possible upon request.) Once payment is received, KTN will immediately email a link to a calendar tool that makes it easy to schedule each CHH candidate for their private webinar during a time that fits their work schedule.
Questions? Call KTN during business hours Eastern Time USA at (01) 954.533.9130 or [email protected]