HOSPITALITY TRAINING

Whereas in the past hoteliers had to worry that “an unhappy guest might tell as many as 9-10 others…” today’s guests can become the hotel’s biggest advocates or worst nightmares. With the proliferation of online guest reviews at websites such as TripAdvisor, Yelp and OTA’s, and with the explosion of social media postings, the level of hospitality and guest service efficiency provided to real guests is “transparent” for potential future guests to see. In short, a hotel’s service level is now part of marketing and public relations. These workshop experiences help frontline colleagues understand both why and how they need to make it an ordinary, daily occurrence for guests to experience extraordinary hospitality excellence.

Creating Hospitality Experiences, DAILY!

Fundamental Principles of Hospitality Excellence

After exploring the important role of all operational staff in the era of social media and online reviews, the workshop addresses the concept that teamwork is absolutely essential for guests to have a positive experience.  KTN uses a fun but very spot-on model called The Tricycle of Guest Service Excellence, emphasizing that the front wheel (the largest) represents hospitlaity and leads the way.  Next, participants gain exposure to KTN’s “Four Fundamental Principles of Hospitality Excellence,” helping them understand the “What’s in it for me?” In short, when colleagues deliver extraordinary hospitality, they meet much nicer guests, they experience a far more pleasant work environment, and they have a lot more fun at work! This segment covers concepts such as “Hospitality is more than a series of communications techniques; it is a philosophy for daily living,” “Bringing out the best in others brings out the best in ourselves,” “Using your power of release when encountering difficult people,” and “The road to hospitality excellence is a joy ride!”

The Communications Essentials – The “Tools” Used Daily For Creating Hospitality Experiences 

Presented next are the communications essentials for creating hospitality experiences every day, whether we are interacting with guests, colleagues or vendors. Although these essentials are often called “basics,” participants learn to take the longest journey – from the head (knowing the techniques) to the heart – and are challenged with truly embedding them in the “DNA” of company culture in order to achieve eminence.  This section is also wonderful for “heart of the house” staff who interact more so with co-workers than guests, as participants are remineded that the spirit of hospitality within you is reignited each shift when they greet their first coworker.

Introducing E.P.I.C Hospitality™ Training

EPIC Represents A New Approach To Training Hospitality – Through The Heart (Not The Head!)

Just launched in September, 2019, EPIC is a dynamic and fun workshop experience built around the concepts of Empathy, Patience, Intuition and Compassion. A variety of methodologies are used to engage and involve participants including steaming videos and heartfelt team activities. Participants are first exposed to recent survey data that provides empirical evidence to validate what everyone seems to know instinctually: positive online guest reviews impact hotel selection, and prospective guests are willing to pay more for rooms at higher rated hotels. Next, participants are asked to “forget all that” temporarily and instead seek a higher sense of purpose our work-life, with the understanding that we will most certainly have more fun when we do so!

EPIC is ideal for hotel staffs that have already been exposed to essential hospitality communications techniques, such as those required by Forbes, AAA and nearly all major hotel brands, and are instead looking to foster a more authentic, genuine, emotional connections between staff and guests.
Those in attendance explore the EPIC concepts, all of which are shown to be relevant to everyday guest encounters.

Conquering Complaints: The Carrot Model™

This workshop provides a refreshing alternative to the recycled “service recovery” content of too many other hospitality programs. The KTN trainer first emphasizes just how important it is to properly receive and respond to guest complaints in the era of social media. Next, Doug Kennedy’s Carrot Model™ is presented, helping attendees understand the root cause of complaints is the uniquely human need for “validation.” Participants then explore the various personality types of those who complain as well as those who respond. Finally, a menu of real-world approaches and tactics that can be used by all are shared.  It is best deployed as a follow-up to one of the other KTN hospitality modules listed above, or at lodging companies that have already done extenstive hospitality training on the essential basics.

Delivery Details

These hotel hospitality training programs are presented in a half-day format that is repeated to allow for staff coverage. It is a highly engaging and interactive workshop experiences that are fun to attend.

For first time clients, as part of the installation of this program, KTN trainers arrive prior to training for an introductory – familiarization meeting. We offer advice about measuring results of the hotel hospitality training program and staff recognition or incentives for ongoing training reinforcement.

As with all KTN hotel training workshops, the content is customized for the needs of the client hotel or lodging company based on their market segment, property type, brand or company standards, and any unique operational needs.

KTN’s hospitality training workshops all draw from the content of Doug Kennedy’s book on guest service excellence.

So You REALLY Like Working With People?: Five Principles For Hospitality Excellence.