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Real conversations increase reservations conversions
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May 6, 2008
By:
Doug Kennedy
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| All too often the request for the "perfect shop" score turns front-desk and reservations agents into robots. |
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Hotel Lessons Learned From A Five-Star School Principal
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April 8, 2008
By:
Doug Kennedy
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| For five years now I've had the privilege of being a parent-volunteer at my children's public school, which is Hollywood Hills Elementary in Hollywood, FL. |
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Become A Green Traveler TODAY!
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February 21, 2008
By:
Doug Kennedy
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| Having been personally committed to helping save our environment for as long as I can remember, it is exciting to read lately about the numerous hotels and hotel brands that are minimizing their impact on the environment, reducing waste and even introducing "Green Rooms" as an accommodation type. |
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Right-sized staffs ensure success
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November 6, 2007
By:
Doug Kennedy
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| Frustrations can run high for guests when front-desk employees go it alone. To ease guests? and employees? stress levels, staff the desk adequately |
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It's all about the people
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September 11, 2007
By:
Doug Kennedy
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| It was 40 years ago during the Summer of Love that philosopher Timothy Leary was encouraging baby boomers to tune in, turn on and drop out. Now after four decades of so-called advancements in telecommunications technology it seems appropriate to say to hoteliers: Turn off and tune in. Turn off your BlackBerry and tune in to relationships, that is! |
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Make hospitality a priority
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September 11, 2007
By:
Doug Kennedy
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| Refocus your staff's attention on communications essentials and transform your guest contact staff into "hostmasters." |
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The eight steps to hotel reservation sales success
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July 2, 2007
By:
Doug Kennedy
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 After the initial exposure to sales training, implement these components to keep your team on the road to continuous reservations sales excellence. |
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Build a sustainable training culture
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June 4, 2007
By:
Doug Kennedy
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 There's always a valid reason that there just isn't time to schedule training this week, this month, this season. The reality is, if you're aiming for excellence, the best time for training your staff is right now. Check out these suggestions on how staff training can be built into every shift, every day, in coordination with traditional classroom training. |
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Walking the thin line between excellence and mediocrity
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May 7, 2007
By:
Doug Kennedy
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 Why is it that some associates choose excellence, while others choose mediocrity? It just has to be more than a mere coincidence that some hotels can succeed in even the toughest labor markets, while others wallow in mediocrity even where the unemployment languishes in double digits. Here are my six observations about hotels who aspire to a daily culture of hospitality excellence. |
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