Author
Author

Cathy Cook

Executive Director of Training & Development at Kennedy Training Network

Cathy Cook

M. Cathy Cook is the Executive Director of Training & Development for 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. She also conducts operational and systems consulting for KTN’s clients. www.KennedyTrainingNetwork.com Email her directly at: [email protected]

Insights by Cathy Cook (7)

Hoteliers Of All Levels Can Benefit From Joining A Local Toastmasters International Club

When I started my management career at the Front Desk, I had no problems working side by side with my associates on the front lines taking care of our guests and putting on a show for my audience every day! But when it came to be standing up in front of my department and presenting an agenda or leading a meeting, I felt panicked and I would perspire and forget what I had to say.

5 Easy Ways To Reduce Turnover At The Front Desk

With one of my main roles at KTN being to conduct front desk hospitality training worldwide, one issue that always seems to surface is turnover at the front desk. Turnover everywhere in the hotel staff is a major challenge in tight labor markets most hotels operate within, however it seems to especially be an issue at the front desk.

"Why I STILL Pick Up Trash In Hotel Lobbies"

I have worked in the hotel industry for 35 years (27 of them at Marriott International) where my mentors indoctrinated me to the philosophy of taking ownership of the physical hotel product. It became intuitive to me to be keenly aware of the smallest details such as spotting the one burned out light bulb in the chandelier, a paperclip on the floor, or a gum wrapper in a potted plant.

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