Cathy Cook’s Articles

Cathy Cook’s Articles

Why I STILL Pick Up The Trash In Hotel Lobbies

Why I STILL Pick Up The Trash In Hotel Lobbies I have worked in the hotel industry for 35 years (27 of them at Marriott International) where my mentors indoctrinated me to the philosophy of taking ownership of the physical hotel product. It became intuitive to me to be keenly aware of the [...]

Hospitality Requires Stepping Into ‘Character’ Like An Actor On A Stage

Hospitality Requires Stepping Into 'Character' Like An Actor On A Stage In the hotel industry we all know how important it is to deliver hospitality, which is the key to a positive guest stay. Otherwise we are simply in the 'room rental business' and our guest rooms devolve into a commodity like a [...]

5 Easy Ways To Reduce Turnover At The Front Desk

5 Easy Ways To Reduce Turnover At The Front Desk With one of my main roles at KTN being to conduct front desk hospitality training worldwide, one issue that always seems to surface is turnover at the front desk. Turnover everywhere in the hotel staff is a major challenge in tight labor markets [...]

Get access to premium articles

Get free access to Kennedy Training Network’s premium training and success articles here. Packed with great ideas and proven strategies to lift and inspire your sales efforts.