Empower your team to turn everyday moments into lasting guest memories.
Kennedy Training Networks offers comprehensive Hospitality and Guest Service Training Workshops designed to enhance the service quality of hospitality professionals.
Over three decades of specialized hospitality training.
Partnered with hundreds of hotels and companies to elevate service standards.
Tailored programs to meet your property's unique needs.
With the proliferation of online guest reviews and social media postings, the hospitality and guest service provided to real guests is transparent for potential future guests.
As a result, providing your staff with training is more important than ever to help them understand both the “why” and “how” to make extraordinary hospitality an ordinary occurrence.
After exploring the important role everyone has in the era of online transparency, participants gain exposure to KTN’s Four Principles of Hospitality Excellence,” which are foundational for differentiating heartfelt hospitality from “scripted politeness.”
• Hospitality means caring about as well as for others.
• Bringing out the best in others brings out the best in ourselves.
• Using your power of release over negative guest encounters.
• The road to hospitality excellence is a joy ride.
Presented next are communications essentials for creating excellent hotel guest service experiences every day, whether interacting with guests, colleagues or vendor-partners. Although these essentials are often called “basics,” participants are challenged to embed them in the “DNA” of company culture to achieve eminence.
This section covers interpersonal communication skills (eye contact, smiles); listening reflectively; telephone hospitality; using the language of hospitality (say this, NOT that!), and using the E.A.R.S model for welcoming and validating guest complaints.
These programs are designed to cater to various levels within the hospitality sector, ensuring that both staff and management can benefit from tailored training solutions.
For larger teams, KTN provides a half-day workshop format that can be repeated to allow staff to attend in groups, ensuring continuous operational coverage.
Alternatively, different half-day workshop topics can be scheduled to diversify training.
For teams with remote staff, a hybrid format is available, combining on-site and virtual participation.
KTN delivers hospitality training by way of a uniquely engaging private, live webcam training experience.
It is ideal if everyone attends together in a meeting room, but they can attend separately if necessary.
Webcam presence is required. Program length is typically 2 hours. Group size is limited to 12 per session.
KTN provides an optional leadership installation process. First, managers participate in hospitality training along with their staff, so they can reinforce key training concepts.
KTN then presents an additional training entitled the “3M’s of Hospitality Leadership, covering:
KTN schedules a consultative and familiarization meeting during which advice is offered regarding measuring, recognizing and celebrating the results of hotel hospitality guest service training.
Call KTN during business hours Eastern Time USA at +1 (678) 466-9173 or info@kennedytrainingnetwork.com
These are the most commonly asked questions about Hospitality Training
Training first covers the foundational principles of heartfelt hospitality, then the “guest service communications essentials” for excellence.
Kennedy Training Network offers flexible delivery methods, including on-site sessions at your location and virtual training options, to accommodate diverse organizational needs.
The training is ideal for all frontline staff, but especially from guest-facing departments such as front office, rooms division, housekeeping supervisors, and maintenance techs. Select F&B staff can also benefit.
Yes, KTN can tailor the content to address any specific challenges or objectives, and to align with any standards in place for a brand or membership group.
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