Hospitality Training

Hospitality Training Articles

When Guests Complain, Be All EARS

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 [...]

How To Bring Out The Best In Others

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

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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