Return to our Home page Search
Click here for the hotel and hospitality news from around the globe Hotel, Travel and Hospitality Articles Videos and in-depth Interviews
CONCIERGE DESK
Read more now
Read more now
Read more now
KTN announces hotel reservations QUEST video and training program.
Sunday, 8th December 2013
Source : Kennedy Training Network
 

A contemporary new approach for today’s over-informed, multi-tasking reservations callers who have shopped multiple channes before calling.

KTN announced today the launch of a contemporary new lodging industry reservations training program available in all formats including video (DVD), private webinars, on-site training and train-the-trainer versions.  
 
"When it comes to information, the balance of power has shifted to the caller’s side of the equation over the last decade or so” says KTN President Doug Kennedy (right), the instructional designer of Hotel Reservations QUEST. 

4Hoteliers Image Library"In the past most had very little information from a brochure, directory, or tourism guide book unless they had visited before.  That’s why back then we trained front desk and reservations agents to find out of the caller was familiar with the hotel, and then if not, find out the primary purpose of the trip.  Then based on a “business” or “leisure” reason for traveling, agents were trained to offer-up what we would today call a “30 second commercial” or “elevator speech.”  

"Now with all of the information available online, many of today’s callers have done extensive research prior to calling. What they don’t want to hear is a scripted list of the same basic features they have seen online,” Kennedy explained.

“That’s why it’s important to find out what it is they need to hear in order to finalize a decision to book.”
Hotel Reservations QUEST focuses on a new process of Investigative QUESTioning to “unmask” the callers “story” or situation and to determine where they are at in their decision making process.  The program then uses the Hotel Value Pyramid as a model to explain where to start building value based on the caller’s existing knowledge about the area and location, the amenities and services and finally the accommodation itself.  Ultimately, the program focuses on getting the caller to commit versus to continue to channel surf for a better deal. 

The new training video is available on DVD for $129 plus $5.95 shipping.  Included is a list of recommended discussion questions and facilitator-lead activities that correspond with various stopping points in the video program. 

The program is also available via a series of three private webinars delivered just for your hotel or call center team.   Hotel Reservations QUEST is also available as a traditional, on-site training workshop as well as in a train-the-trainer format. 

To learn more about the new KTN program contact at info@kennedytrainingnetwork.com or call (866) 922.4662 or visit www.HotelReservationsQuest.com

About Kennedy Training Network
Kennedy Training Network (KTN) is the lodging industry’s best source for customized hotel training workshops, conference presentations, and private individual hotel team webinars.  KTN specializes in reservations sales, hospitality and guest service excellence, hotel sales training, and front desk profit optimization.  KTN is also a leading provider of hotel telephone mystery shopping for hotel brands, management companies, and individual hotels from all market segments.


Doug Kennedy, President - Kennedy Training Network, Inc.
2514 Hollywood Boulevard, Suite 406, Hollywood, FL 33020
doug@kennedytrainingnetwork.com, (866) 922.4662

~ Important Notice ~
Articles appearing here contain copyright material. They are meant for your personal use and may not be reproduced or redistributed. While 4Hoteliers makes every effort to ensure accuracy, we can not be held responsible for the content nor the views expressed, which may not necessarily be those of either the original author or 4Hoteliers or its agents.

Learn more about DigiJames - in room technology
Advertisment  
 Latest News  (Click title to read article)
Facebook and Twitter - Nothing there says Priceline
Friday, 18th April 2014

JW launches experience-driven CUR8 App for travelers
Friday, 18th April 2014

Global training spending finally growing again - Part 1
Friday, 18th April 2014

The TravelClick Perspective - March 2014: 2014 Outlook
Thursday, 17th April 2014

Shangri-La opens in the Heart of the Himalayas today
Thursday, 17th April 2014
 Latest Articles  (Click title to read article)
Creativity & Passion - Keys to Wowing and Returning Guests
Friday, 18th April 2014

The Critical Connection Between Resilient Workplaces And Diversity
Friday, 18th April 2014

Do Your Job Descriptions Inspire Greatness?
Friday, 18th April 2014

Besides Training: How To Maximize Hotel Reservations Conversions
Thursday, 17th April 2014

Millennials: Technology = Social Connection
Thursday, 17th April 2014
 Most Read News  (Click title to read article)
Follow us: LinkedIn, Twitter and Google+
ITB Berlin 2015 Marketing Programs
LIVE Videos and Interviews from past ITB Berlin trade shows
ITB Berlin 2014 - The Full Coverage
In Focus: Amsterdam, The Netherlands

© Copyright 4Hoteliers 2001-2014 ~ unless stated otherwise, all rights reserved.
You can read more about 4Hoteliers and our company here

Use of this web site is subject to our
terms & conditions of service and privacy policy