Hospitality Training with Doug Kennedy

Hospitality Training with Doug Kennedy

Doug Kennedy (Kennedy Training Network) will be leading two sessions of hospitality training for our OBAR members on November 27th. Doug Kennedy has been creating and delivering customized hospitality and reservations sales training for the lodging industry for over two decades. On this visit, Doug will present two different presentations in one day; you may in enroll in just one training or both.

Location: Ramada Plaza (1701 S Virginia Dare Trail, Kill Devil Hills, NC 27948)

PART ONE: Advanced Reservations Sales (and Email Sales) Techniques
November 27th, 9:00a-12:30p (8:30-8:55a check-in)
Due to the advances in revenue management, property management systems, and online distribution, online shoppers have more challenging questions than ever before.  This workshop prepares frontline reservations agents and vacation planners to convey the most complex rate structures and availability restrictions in the history of lodging to the most educated callers our industry has ever had.

Building on the concepts presented in KTN’s Hotel Reservations QUEST Training (which will be reviewed briefly in this class) Advance Reservations Sales Techniques provides practical, easy to use tactics. Topics include: A better way to explain seasonal rate fluctuations; overcoming objections to minimum stays and specific stay patterns; using “rate framing”; “down-selling” to lower rated accommodations when availability runs low; overcoming objections to fees; using “fade” rate strategies (if applicable at your company), or explaining your “best available rate quoted first” strategy. This workshop also covers ideas for embracing email and chat as essential being alternative distribution channels for those who do not want to call or book online, and quick and easy ways to personalize template responses.

PART TWO: Conquering Complaints: The Carrot Model
November 27th, 
2:00 pm-5:30 pm (1:30-1:55 pm check-in)
Doug will first emphasize just how important it is to properly receive and respond to guest complaints in the era of social media. Next, Doug Kennedy’s Carrot Model™ is presented, helping attendees understand the root cause of complaints. Participants then explore the various personality types of those who complain as well as those who respond. Finally, a menu of real-world approaches and tactics that can be used by all are shared.

Cost: $25 members / $35 non-members

Discount Opportunity: Member companies which register three or more individuals at once before November 20, 2018, receive the discounted rate of $20 per personRegistration must be completed at one time. No discounts will be given after time of registration

Please contact Katelin with any questions via email or phone (252)441-4036.

This event is brought to you by the OBAR Property Management Council.

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