Industry Update
Press Release24 May 2019

How To Register Your Front Desk Staff To Become “Certified in the Heart of Hospitality”

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1 min
Kennedy Training Network (KTN)

In the era of online reviews and social media, guest experiences at the front desk impact the financial success of your hotel. First impressions formulated at check-in bias guests' overall opinions, whether for better or for worse.


If you're looking to refocus your team on the essentials of hospitality excellence, it's easy to register your staff to become Certified in the Heart of Hospitality.

For a fee of just $995 total, you can certify up to 3 managers and 6 front desk colleagues; additional staff can be certified for $99 each at any time.

Here's How It Works:

First, KTN presents a live "kick-off" webinar for the top three managers to attend as a leadership team. This provides a preview of the "5 Pillars of Hospitality Excellence," so they can verify that the training content mirrors their in-house and/or brand standards. The webinar also covers KTN's "3M's of Hospitality Leadership," pointing the way for managers to Model, Mentor, and Measure their team's progress.

Next, KTN each front desk colleague attends a private, live online webinar delivered just for them via webcam. This 60-minute webinar is a captivating and interactive experience. Later, a link to the webinar recording and a copy of the presentation deck is sent as a self-study resource.

Afterward, at their own pace, colleagues complete an online assessment (about 20 minutes), including some essay questions to ensure comprehension. They can re-take the assessment if necessary. Finally, candidates demonstrate what they learned by having a colleague videotape them (using a camera phone) as they compete a few brief role-play demonstrations. Once the recordings are submitted and approved, the candidate is awarded their CHH status.

In just a few short months, KTN has already had over 400 candidates from 47 hotels worldwide achieve CHH. We invite your hotel to join this growing list and get your team on the journey to hospitality excellence today!

For more details visit: or contact KTN at (01) 954.533.9130 or [email protected].

About Kennedy Training Network Inc.

KTN is the lodging industry's best source for hotel training programs in topic areas of hospitality and guest service excellence, front desk profit optimization & upselling, hotel reservations sales, and hotel sales team training. Launched in 2006, KTN's roots run even deeper as President, Doug Kennedy, has been creating and delivering customized training for the lodging industry for 30 years. Doug is also well known as a keynote conference speaker for hotel brands, management companies and associations. His monthly hotel industry training articles inspire worldwide readers of publications such as, Hotel-Online, Hotel News Resource, HTrends,, Hotel News Now and 4Hoteliers. He is the author of So You REALLY Like Working With People? Five Principles for Hospitality Excellence.

Doug Kennedy