This book is a collection of monthly hotel sales and guest service training articles written by Douglas Martin Kennedy from 1996 to 2012 and published worldwide in industry trade journals such as ehotelier among others. Doug's articles, which have inspired hoteliers worldwide, are presented chronologically, allowing the readers to see how training strategies and techniques have evolved over time. Read how emerging technologies, such as online distribution, online guest reviews, and CRM technology have impacted hotel sales and service training over the years. Although technology changes, Doug's core recommendations starting from his very first training article are still relevant today.
Doug is President of the Kennedy Training Network, Inc. a leading provider of customized training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry's conference circuit for hotel companies, brands and associations, as he been for over two decades.
Quotes:
"Well, it sure is about time Doug Kennedy got around to getting his great, very meaningful collection of articles into book form. This is now the best book out on Hospitality Sales and Service. It is right down to earth, easy reading, and full of tips for all hospitality operations. A wonderful training tool."
– Howard Feiertag, Professor of Hospitality and Tourism Management, Virginia Tech University
"I first attended a Doug Kennedy training seminar as newly promoted reservations manager over 25 years ago. As a result, Doug has played a major role in our in-house training programs throughout the years. Both in his on-site training and in his articles, Doug truly relates to front line agents. He is able to reinforce critical training standards and sales techniques in a fun, positive and engaging way using real examples. He consistently invites us to look at the experience we create through the eyes of our guests."
– Barbara Bowden, General Manager, The Peabody Hotel Orlando
"Doug has spent his whole career focusing on – and refining – the art of selling through the "voice" and other direct channels such as front desk and email sales. Over the years, he has shared his insights with countless audiences around the globe through training programs, trade articles and speaking engagements. This easy-reading collection of articles reveals Doug's vast knowledge on the subject and will serve as a valuable reference to those who want to excel as reservations and front desk sales practitioners and for those responsible for managing this function within their organizations."
– Trevor Stuart-Hill, President, RevenueMatters Inc.
"Doug's articles serve as the constant reminder we all need about the importance of reservations and front desk strategies that can easily capture incremental revenue for hotels"
– Robert A. Gilbert, CHME, CHBA, President and CEO, Hospitality Sales & Marketing Association International, (HSMAI)
