Doug Kennedy Announces Next Topic In His Webcast Training Series: Reservations and Group/Event Sales - Use Storytelling Selling to Narrate The Pictures They Already Viewed Online — Source: Kennedy Training Network (KTN)

Kennedy Training Network Inc. (KTN) announced today the topic for Doug Kennedy’s next training webcast. This month’s topic rotates back to hospitality, and it is one that a lot of our participants can relate to: 12 Steps to Reclaiming Your Spirit of Hospitality From The Grasp Of Cynicism scheduled for Monday, December 18, from Noon – 12:40pm EDT. REGISTER HERE

As we look to the start of a new year and reflect on a string of several of the most stressful years in the history of the lodging industry, I hope to remind us all why we do what we do in this sometimes-crazy business called the ’hospitality industry'. Doug Kennedy

Join in as Doug delivers a presentation that – while witty and fun – also provides some badly-needed coping tools for all guest service and operations staff. As they traditionally say in all 12-step programs, admitting you have a problem is the first step taken toward overcoming it. So, if you may have become a bit more cynical about the traveling public in recent years, register now and come prepared to grab your white chip!

Takeaways include:

  • It’s okay to vent but do so in a way that does not disrespect guests. Avoid ruminating.
  • Accept that guest complaints are a numbers game; the vast majority of guests come and go without incident, leaving satisfied and happy.
  • Understand that you work in a “memory factory.”
  • Use your “5G Positivity” to overpower the weak, analog signal of the negative personalities you will surely encounter.
  • Empathize before you apologize to defuse potentially explosive guest complaints.
  • Use your “power of release” to break the chain of negativity.
  • Gratitude is a superpower!

Doug’s monthly series of live webcast training events focuses on topics related to hospitality excellence, transient reservations sales, and hotel group/event sales. In creating this series, Doug draws on content from his on-site training programs, conference keynote presentations, and his monthly training articles.

Everyone who registers receives a link to the recording, even if they cannot attend. The 40-minute format is perfect for “lunch and learn” or staff meetings. The target audience is anyone who is interested in upskilling themselves or others, and the topic areas are broad enough to be relevant for all sectors of the lodging industry.

We are grateful to the generosity of our sponsors who have allowed us to offer complimentary admission, said Kennedy. It takes a lot of time to design, promote, and deliver these events, and so we would normally charge at least $99 registration per person, but this series is now completely free to all.

Sponsors include: Travel Outlook, the only KTN Certified call center, Better Talent, a subscription-based talent acquisition company serving the lodging sector, and Track Hospitality Software, a TravelNet Solution, whose products include a PMS and CRM.

Complimentary registration can be accessed at Here are the additional topics and dates scheduled so far.

Contemporary Approaches for Upselling at Registration

Friday, January 26 (Noon EDT)


Too often hotels rely solely on pre-arrival upsell drip campaigns, but with similar offers from airlines, rental cars, and other hotels flooding their inboxes, most guests ignore them, if they even make it through spam. Upselling can best be accomplished when welcoming front desk colleagues to have authentic, human conversations. Also, whereas drip campaigns market accommodation types, human receptionists sell specific locations and views. Human conversations take place upon arrival, a time during which guests are likely to feel more spontaneous and indulgent after a long day of stressful travel and at a time when they are only looking at the incremental “gap amount” to treat themselves. Upselling tactics covered include:

  • Re-assuring them that the room they already “bought” is still a great option (and if applicable, that loyalty membership has already been considered with the preassigned room.)
  • Opening the door to a conversation by asking if they are aware of, or interested in, available upgraded options.
  • Presenting availability as a special, timely opportunity.
  • Using “Rate Framing” to create value.
  • Using an incremental quoting approach.
  • Conveying the value received with the upgrade, including specifics of the actual room location or view.
  • Using recommendations and/or endorsements.

Quoting Higher Rates And Overcoming Rate/Availability Restrictions For 2024

Monday, February 19 (Noon EDT)


As many resorts, hotels, and VR companies enter the peak booking season, now is a great time to train your team on tactics for successfully selling the higher rates that your revenue managers have most likely rolled out for 2024. This webcast also covers how to explain rate fences, restrictions, rates that change based on demand, and “mid-stay rate variance". While the main target audience is reservations and front desk staff, hotel salespeople can also benefit from some of the concepts. Sales tactics covered include:

  • Convincing yourself that higher rates match the value received and a reminder that it is their money, not yours!
  • We don’t raise rates during busy seasons! High-season rates are the “normal” rates; they go down during periods of lower demand!
  • How to explain rates that change between a first inquiry and a call-back.
  • Overcoming objections to revenue management “levers” such as minimum stays and “day of arrival” restrictions.
  • When all you have left is all you have left, never say ‘All we have left is… and instead position remaining options in a positive way.
  • How to “downsell” when necessary to less desirable options based on locations, lack of views, and/or size.

Best Habits For Hotel Sales Site Tours: Stand Out When They Stop By (Whether In Person Or Virtually)!

Monday, March 18 (Noon EDT)


While many event planners, group and meeting planners, and business travel (BT) buyers go through the buying cycle without ever visiting the hotel in person, there are still plenty who prefer a site tour. And smart salespeople always offer to conduct live virtual site tours for those who cannot visit. Typically, it’s those who are booking the highest revenue-generating deals who are the most likely to go for a tour, and the hottest prospect is surely to be the one investing time to stop by in person. Yet the chances are they are also visiting other potential hotels on the same day. Participants in this webcast learn tactics will learn:

  • How to entice buyers into a visit, whether in person or virtually.
  • Prepare your front office staff to greet the prospect by name on arrival, even before it is spoken.
  • Prepare and then include key leaders such as your General Manager, Operations Manager, and/or Guest Services Manager, as well as frontline staff.
  • Include “heart of the house” tours, as buyers may find it interesting to peek behind the scenes.
  • Avoid the habit of listing quantitative facts and instead, use a storytelling approach.
  • How to close the sale and leave the next step on your to-do list.
  • Send personalized follow-ups.

For additional details, contact KTN at [email protected] or by phone (01) 954.533.9130

About Kennedy Training Network Inc.

KTN is the lodging and hospitality industry's best source for hotel training programs and supportive services in topic areas of hotel sales, catering/event sales, hotel reservations sales, and hospitality & guest service excellence. KTN President Doug Kennedy has been a fixture on the lodging and tourism conference speaking circuit for decades. Hoteliers worldwide read his monthly hotel, tourism and hospitality industry sales training articles in this publication and elsewhere. Visit or call (01) 954-533-9130.

Doug Kennedy
Kennedy Training Network (KTN)