Author
Author Bio

Doug Kennedy

Doug Kennedy is President of the Kennedy Training Network, Inc. a leading provider of hotel sales, guest service, reservations, and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry’s conference circuit for hotel companies, brands and associations, as he been for over two decades. Since 1996, Doug’s monthly training articles have been published worldwide, making him one of the most widely read hospitality industry authorities. Visit KTN at www.kennedytrainingnetwork.com or email him directly doug@kennedytrainingnetwork.com. Doug is the author of “So You REALLY Like Working With People? - Five Principles for Hospitality Excellence.”

Articles by Doug Kennedy (113)

Conquering Complaints - Part Two

With the proliferation of online guest reviews and social media postings, training all of your guest contact colleagues to properly respond to guest complaints is more important than ever before in the history of the lodging industry.As we explored in Part One of this series, ...