Years ago, all that guests researching options had were a few pictures displayed on a fuzzy, low-resolution monitor.

Now, prior to calling or emailing about booking an event or important stay, those who inquire have already seen extensive photo galleries and probably also ‘real traveler’ photos. What they don’t want to hear in conversations or read in emails are the same features they have already read as bullet points. This webcast shows participants how to use a storytelling approach that focuses on placing the guest and/or their event attendees at the heart of the story, helping them imagine themselves enjoying the features, amenities, and services offered at the property itself as well as in the destination or local area.

• Using the “just for you” approach to engage multi-tasking callers and help them visualize the experience.

• Expand your working vocabulary of visually and emotionally descriptive words so they can be used naturally and not sound scripted.

• Offering needs-based recommendations, suggestions, and endorsements.

• Using these and other techniques both in writing as well as during verbal conversations.

• Storytelling selling techniques for creating urgency when callers hesitate to commit.

This episode originally aired on November 13, 2023. To register for future webcasts, visit www.KTNwebcast.com

If all we as salespeople do is close incoming leads, we are “sales fishing.” Our “fishing pole” is connected to a line holding a hook. On the hook is the digital “bait,” which is our website presence, listing on CVENT or Wedding Wire, and/or the “brand.com flag.” Once a prospect “bites,” sales fishers simply reel in the business. With increasingly smart AI and ChatGPT, the role of sales fishing will soon be replaced by automation, but Sales Hunters will surely always be in demand. However, sales requires a proactive approach to embracing new, daily sales habits. In this webcast, Doug covers highlights from KTN’s on-site hotel sales training and from his numerous sales training articles and conference presentations including:

• How to make proactive prospecting a daily habit.

• Embracing your CRM’s “lead stream” today to create prospecting leads for tomorrow.

• Retargeting lost business from previous inquiries.

• Reaching out for referrals.

• Research: The key to evolving from “cold calling” to “warm calling.”

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

• Tips for personalized prospecting on LinkedIn.

• Using a “tech for touch” approach when prospecting.

• How to be persistent but not pushy!

This episode originally aired on October 20, 2023. To register for future webcasts, visit www.KTNwebcast.com

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