Sales Training


As implied by the title, Hotel Sales QUEST remind participants that the journey to hotel sales excellence is ongoing. This workshop experience reinforces the core fundamentals while also introducing new sales tactics for using today’s “hi-tech” tools for old-school “high-touch” engagement. Both the content and the agenda can be customized for in-house sales training, for regional sales training events, and for sales conferences of brands or management companies.


Participants first explore the history of how hotel sales processes have evolved over the years. Whereas in the past meeting and event planners researched hotels via guide books such as the Hotel and Travel Index, most these days start their search online. Historically, planners phoned up three or four hotels; now planners use online tools such as CVENT and a host of others to send their RFP to a long list. Hotel salespeople are experiencing “Sales Lead Fatigue,” as each piece of business has become a lead for dozens of hotels; this is leading to the “Vanillaization” of responses as they try desperately to keep up.

Next, QUEST uses the “Hotel Sales Cycle” model to present best practices to stand out and close more business. Presented are essentials for fully utilizing sales lead tracking technology (such as Delphi, Opera Sales & Catering, or SalesForce) to be organized for a prompt initial response and timely follow-up. Other best practices covered include a refreshing new approach to traditional concepts. For example, whereas traditional hotel sales training obsesses on “open vs. closed ended questions,” QUEST focuses on a conversational approach to “un-masking” the prospect’s plans and where they are at in their decision making. Whereas traditional hotel sales training obsesses on the format of “Feature, Advantage, Benefit” selling, QUEST is all about using a “storytelling” approach to “narrate the pictures” which serious prospects have probably already viewed online at the hotel’s website.

QUEST also recognizes that another challenge today’s salespeople have to overcome is simply to get the prospect to engage in a live conversation, then how to elicit responses from those who are “ghosting” after a proposal is sent. QUEST covers the importance of a follow-up style that is both personalized and persistent. Examples include using scheduling tools, using screen sharing tools for conducting virtual site tours when prospects cannot stop by in person, and using dynamic new tools such as personalized video email messaging.

Hotel Sales Training Programs
Hotel Sales Training Programs

Advanced Hotel Sales Training Workshop:

Best Practices for the Era of Electronic Sales Inquiries

For hotel sales teams that have already had extensive training on the fundamentals of hotel sales, Doug also offers a half-day program covering the highlights of Hotel Sales QUEST in a condensed format entitled Best Practices for the Era of Electronic Sales Inquiries.

Optional Pre-Training Sales Assessment

For first time clients who are interested, Doug Kennedy personally conducts an optional Sales Process Assessment prior to the training, during which he tracks how leads from the past were acted upon throughout the actual sales cycle. (Additional fee applies.) First, he randomly selects 5-8 leads from 90-120 days back. Next, he sits with each sales manager as they research and document for him their action steps specific to that lead, including calls, email exchanges and responses in various lead platforms. Later, Doug presents a recap report detailing how each salesperson performed in terms of timeliness and personalization.