Doug Kennedy (Kennedy Training Network) will be leading two sessions of hospitality training for our OBAR members on November 29th. 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. Both classes will take place at Comfort Inn on the Ocean in Kill Devil Hills, NC.
PART ONE: Reservations Sales Quest
November 29th, 9:00 am-12:30 pm (8:45 am check-in)
Description: In the past most callers had very little information from a brochure, directory, or guide book unless they had visited before. Now with all of the information available online, today’s callers have done extensive research prior to dialing. What they don’t want to hear is a scripted list of basic features. In this reservation sales training, agents learn a new process of investigative QUESTioning to “unmask” the callers “story” and to determine where they are in their decision making process. The program then uses the Rental Value Pyramid as a model to explain where to start building value based on the caller’s existing knowledge.
Cost: $25 members / $35 non-members
Discount Opportunity: Member companies which register three or more individuals at once, receive the discounted rate of $20 per person. (Registration must be done at one time. No discounts will be given after time of registration.)
PART TWO: Conquering Complaints: The Carrot Model (FULL)
November 29th, 2:00 pm-5:30 pm (1:45 pm check-in)
Description: 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. (FULL with wait-list)
New policy: Payment is required at time of registration.
Registration may be completed online or by calling Katelin Kight, OBAR Education & Event Coordinator. Please contact Katelin with any questions via email firstname.lastname@example.org or phone (252)441-4036.
This event is brought to you by the OBAR Property Management Council.