call center training
Ground Zero and Your Brand’s Image
Travel Outlook | March 25, 2021
John Smallwood President Travel Outlook Your Hotel’s Call Center is Your Brand’s First Impression In today’s consumer world, a brand’s image carries as much weight as the brand's service. Without branding, there would be no sure-fire way to differentiate yourself from your immediate competition. Imagine shopping for groceries in a store without branding. There would be no way to identify your favorite snacks among dozens of identical items. A brand’s image gives the company personality, relatability, and encourages brand loyalty. For hoteliers, your brand’s image can be made or broken by your reservation d...
Capture Direct Bookings 365/24/7
Travel Outlook | January 12, 2021
The Real Advantage to Outsourcing Voice Reservations John Smallwood, CEO Travel Outlook January 2021 As we move forward positively into 2021, the hospitality industry is rethinking its strategies. A main priority will be to carefully review how bookings are made, and the cost associated with each booking method. Now is the time to ensure bookings made through your voice channel are always made promptly, professionally, and profitably. Hotels and the bottom line Missing bookings can dramatically affect a hotel’s bottom line, especially when the reservation opportunity was a direct booking thr...
Train Your Hotel Reservations on What to Say When Their Phones Start Ringing Again
Doug Kennedy | May 4, 2020
By Doug Kennedy May 4, 2020 -- What a wild two months that hotel and resort reservations sales agents have endured, as agents were the first to feel the impact of the COVID19 pandemic, as suddenly a tsunami of cancellation calls and emails flooded the phone lines and inboxes. How painful it must have been to watch hard-fought bookings cancel and to see the flow of revenue change direction. Even more so, these staffers have endured difficult conversations about the fine print of cancellation terms, travel insurance, and the true implications of booking through third-party OTAs. Next, it was surely hard to watch as co-workers from operations...
What’s Wrong With Your Hotel Website? Ask Your Call Center Team
Doug Kennedy | August 29, 2018
By Doug Kennedy, KTN and Dave Spector, Tambourine Hotel and resort marketers have a powerful secret weapon, which in many cases is grossly underutilized: their call center reservations team. Even for hoteliers with a robust direct website, call centers remain a vital link in the booking and communications chain, and are a near boundless source of guest information and insight. Hotel and resort websites are great for showcasing amenities, telling a story and providing fundamental property info to a wide array of visitors, but it's crucial for hotel marketers to tap their call center teams for acute feedback about what inbound callers tru...
TRACK/ResortsandLodges.com and Doug Kennedy Announce Upcoming Webinar for October 23
ResortsandLodges.com | October 17, 2017
As part of its ongoing commitment to education and training, Track Hospitality Software (TRACK) and ResortsandLodges.com are pleased to announce their next sponsored quarterly webinar with Doug Kennedy, the lodging industry's most experienced sales and guest service trainer. The webinar, titled 7 Trainer Tips for Hotel Reservation Sales Success, will take place on October 23rd, 2017, at 12:00PM EDT (11:00AM CDT). To register click here. Members of the lodging industry can join in as hotel training expert Doug Kennedy presents seven of his real-world tips that reservations sales and front desk agents can use to convert more inquiry calls...
