Doug Kennedy’s Next Staff Training Webcast: Proactive, Polite, and Productive Hotel Sales Prospecting
Complimentary Registration Now Open
Doug Kennedy's free July 24 webcast covers proactive hotel sales prospecting habits, CRM use, and warm-calling tactics, with future sessions on humanification and upselling.
Photo by Kennedy Training Network (KTN)
Sponsored By Travel Outlook and Track Hospitality Software
Register your team and participate live, or later receive and view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, July 24, at Noon ET. Register Here
“Having just attended this year’s HiTech and HSMAI Commercial Strategy Conferences, it seems clear that a huge number of tech companies are pushing for AI automation to take over the task of responding to RFPs and inbound sales inquiries,” says Kennedy, “The long game for a successful career in hotel sales is leveling up one’s prospecting skills.” Unfortunately, most hotel salespeople are victimized by their inboxes and CRM alerts each day, not to mention all the interruptions to service booked and in-house groups. This webcast covers a mix of organizational habits and practical sales tactics that will help salespeople go beyond simply converting inbound leads and instead focus on hunting down new revenue.
How to make proactive prospecting a daily habit.
Embracing your CRM’s “lead stream” today in order to create prospecting leads for tomorrow.
Retargeting lost and declined business from previous inquiries.
Reaching out for referrals.
Research: using new innovative online research tools to evolve from “cold calling” to “warm calling.”
Tips for personalized prospecting: be humble and grateful.
Using “tech for touch” tools when prospecting.
How to use a follow-up cadence that is persistent, but not pushy!
Recordings of previous webcasts are available on KTN’s YouTube channel and are now also being distributed on your favorite podcast channel or on KTN’s Spotify channel.
Everyone who registers for this and all KTN webcasts receives a link to the recording, even if they cannot attend. The 40-minute format is perfect for “lunch and learns,” or excerpts can be shared at 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 a registration fee, but this series is now completely free to all.”
Sponsors include: Travel Outlook, the only KTN Certified call center, and Track Hospitality Software, whose products include a Track PMS and Pulse reservations CRM.
Complimentary registration can be accessed at www.KTNwebcast.com. Here are the additional topics scheduled so far.
Technification Is Causing Commoditization: Stand Out Through Humanification
Friday, August 21 (Noon ET)
The term “technification,” defined as the application of technology-based systems to a specific industry, was first used in the 1930s, but it feels more relevant than ever as AI turbocharges automation.
Commoditization, which is the process by which goods or services become standardized, interchangeable, and indistinguishable from competitors' offerings, results from technification. Companies continuing too far down this path risk ultimately losing their unique brand identities, forcing them to compete solely on price rather than differentiation of guest experiences. Join us as Doug shares ways to stand out through humanification, balancing the use of new technologies with the people parts.
Recognize that what tech companies call “friction points” are actually “connection opportunities.” Chatbot “containment” of guest requests and questions is actually “deflection.”
Use AI and chatbots to answer basic questions and complete repetitive tasks, but make it easy to connect to a well-trained human for special needs or requests.
Use tech to free up staff so they can become greeters, first impression makers, and create emotional connections with your brand.
When guests book directly online, call to obtain pre-arrival details, discover clues about how to personalize their visits, and enable true personalization of experiences.
When guests book through OTA’s that prohibit direct guest contact, message guests through the app to introduce yourself by name, seek out arrival details, and thus possibly channel converting their future stays.
In the sales office, where auto-response features of CRMs provide an initial, prompt reply, have salespeople reach out personally to create relationships.
Hotel Upselling 2026: Training Tips For Front Desk and Reservations Teams
Friday, September 25 (Noon ET)
The era of “self-upselling” is pretty much over. Most guests now ignore pre-arrival messaging, feeling spammed by upsell offers from every hotel in their itinerary, plus their airlines, rental car company, and OTAs trying to upsell add-on “experiences.”
Smart revenue leaders recognize the huge opportunity to generate incremental revenue, while at the same time helping guests get the most out of their hotel experiences.
Upselling can best be accomplished at two key stops in the “cycle of service.” First, when guests initially call to book, or if they booked online, when they call to reconfirm, or if they have a question. Secondly, when welcoming front desk colleagues have authentic, human conversations upon arrival, when they may feel spontaneous and indulgent after a long day of stressful travel, and an opportunity to treat themselves requires only a small incremental “gap amount.”
Your team will learn:
How upselling strategies and tactics are very different for the front desk vs. voice reservations.
Reassuring 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.
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.