Author Bio

Doug Kennedy

President of the Kennedy Training Network

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 Doug is the author of “So You REALLY Like Working With People? - Five Principles for Hospitality Excellence.”

Articles by Doug Kennedy (125)

All Guest Services Staff Should Love Guests' "Buts"

Each month I get to travel the world and present 6 - 8 training workshops, many of which are for frontline staff. It is a career I have been blessed to have for nearly 30 years. We talk about a lot of important subjects these days, such as the fact that in the era of social ...

When Guests Complain, Be All EARS!

To their credit, most hotel operators seem to be working hard to improve the overall quality of the "physical product" such cleanliness, amenities, F&B offerings, and comfort of the guest room itself. Perhaps this is due to sincere concern for guests, but I suspect it is also ...