Certainly, the intended service “style” is a bit different according to each hotel’s classification. For example, “lifestyle” and some “boutique” hotels might be striving for a more authentic, genuine, and perhaps even “hip” or “edgy” guest experience, whereas ultra-luxury hotels might reach for a more traditional, formalized guest communications style. No matter what your brand’s standards are, replacing these common phrases with words that better convey the spirit of hospitality will help create positive emotional reactions, increase guest satisfaction, and encourage positive online reviews. In this webcast, Doug will review commonly heard phrases along with better, more heartfelt alternatives. A few of the many examples include replacing:

• Checking in?

• Just one?

• I’ll have to check on that for you.

• No problem.

• All we have left is…

• How to say “no, we can’t” in a more positive way.

• Presenting rate fences in a way that minimizes objections.

This episode originally aired on September 11, 2023. To register for future webcasts, visit www.KTNwebcast.com

Smart revenue and marketing leaders know that despite the longstanding rumors of its demise, the voice reservations (distribution) channel is alive and thriving. Destination-type resorts, luxury properties, vacation rental agencies, and boutique hotels all know this. However, even at branded, select-service hotels, the front desk associate will tell you there are plenty of people who want to speak with someone onsite. What’s more, today’s reservation lead is often disguised as “Hi, I’m shopping online, and I just have a quick question about…” On the other side of the action, today’s reservations (and front desk) staff are often bogged down doing admin-type work, such as checking online bookings, entering rooming lists, answering in-app messages (in OTA’s), or researching payment issues. All too often, those incoming calls might feel like interruptions. In this webcast, Doug covers:

• Phone calls are opportunities, not interruptions.

• The four reasons why today’s pre-informed guests still call before booking online.

• Key questions for starting conversations with online shoppers who have called, so we can end the conversation with a confirmation number. (Versus

losing the sale to an OTA or another company.)

• Using a storytelling selling approach to sell the experience and not just rent beds.

• Securing the sale: primary and secondary closing techniques.

This episode originally aired on August 18, 2023. To register for future webcasts, visit www.KTNwebcast.com

Although most hotels are experiencing a rebound, this webcast is for smart sales leaders who are always looking to generate more revenue. These days at the click of a few buttons, one buyer can send an RFP to a dozen or more properties. As a result, hotel salespeople feel spammed by inbound leads, while buyers feel spammed by generic proposals. During this webcast, Doug will address current challenges that hotel salespeople face, along with practical sales habits to overcome them to capture more business.

• Establishing new sales “habitudes” for this new sales habitat.

• You “love” your sales CRM, right? 😊 How to get it to do the three most important things a salesperson needs it to do.

• How to manage the flood of inbound RFPs caused by the digitalization of the hotel sales process.

• Putting the “people parts” back into the heart of sales processes.

• Using a “tech-for-touch” approach to better connect with callers.

• Proactive prospecting: research before you reach out.

This episode originally aired on July 14, 2023. To register for future webcasts, visit www.KTNwebcast.com