Hospitality Training Articles
Contrary To Recent Headlines, The Real Opportunity In “Voice” Is Human Engagement Seems like every day when I read hotel industry news publications there is always a headline addressing an urgent need for hoteliers to focus on “voice” in order to stay ahead of the competition. However, when I read further it ends [...]
When Guests Complain, Be All EARS! Considering all of the many components of a positive guest experience during even just a 24 hour stay, and how many guests are in a hotel on any given night, it should not be surprising to any hotelier that at some point during a shift every colleague [...]
Get Your Hotel Operations Team Onboard The Tricycle of Guest Service As hospitality industry trainers know, using symbols and models can help trainees grasp abstract concepts and make seemingly-complex paradigms easy to understand. Seems like is a good time for the hotel industry to update its model, so let’s get your team onboard [...]
How To Bring Out The Best In Others When we bring out the best in others it also brings out the best in our own personalities and makes for more pleasant guest interactions. As we have explored in previous articles, many of those who staff our front desks and other operational positions tend [...]
Conquering Complaints - Part One: A Complaint Is Like A Carrot Recently I was asked by a long-term client to offer a training module specific to handing guest complaints. Now I’ve always covered service recovery as part of my existing hospitality excellence training, focusing on using proactive hospitality and anticipating needs in order [...]
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