Doug Kennedy

President of the Kennedy Training Network

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 or email him directly [email protected]. Doug is the author of “So You REALLY Like Working With People? - Five Principles for Hospitality Excellence.”

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Insights by Doug Kennedy (189)

The Most Important Hotel “Salesperson” Right Now Is Working Behind Your Front Desk

As my frequent readers know, I have long advocated for hoteliers to view the front desk as a revenue- generating position, not an operational expense. In previous posts I have provided training tips for upselling at registration, converting "property-direct" voice inquiries, converting those who booked via third parties to booking directly next time, and perhaps most importantly, sourcing leads that can be passed along for follow-up by the hotel sales team.

Train Your Hotel Staff To Show Hospitality When Enforcing Mask Requirements

With most hotels around the globe requiring guests to wear facemasks in all public areas these days, it has fallen upon the frontline hospitality staff to enforce this policy, which in many cases is also municipal ordinance or decree.

Hotel Salespeople - Use Video Email For Personalized, Narrated, Virtual Hotel Tours

As those who read my hotel sales training articles or who attend my workshops know well, I am a huge advocate for using a "tech for touch" approach to stand out from the competition. I have long recommended that hotel group and event salespeople embrace the use of personalized video email in many ways, such as networking, prospecting, responding to inbound inquiries, and following-up with those you have spoken with.

How To Show The Welcoming Smiles Behind The Masks Of Your Hotel Staff

As part of the hotel and lodging industry's effort to help guests feel safe about traveling during the current COVID-19 pandemic era, nearly all are requiring hotel staff to wear facemasks. However, one down-side is of course the fact that our colleagues can no longer share their warm and welcoming smiles as they greet guests at the front entrance, pass by them in hallways and corridors or when serving them in dining and recreational outlets.

Is Your Hotel Sales Team Ready For The Transition From "Fishing For Inbound Leads" To "Sales Hunting?”

In the course of a few months, the hotel group, conference, event, and BT sales landscape has transitioned from a period of historically high demand to near zero. After the tidal wave of cancellations and postponements in March, followed by an eerily quiet April and May when many were furloughed, hotel salespeople are now returning to an entirely new sales habitat.
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