employee training
The Tricycle of Guest Service Excellence: A Perfect Model For Remarkable Experiences
Doug Kennedy | October 4, 2024
Complimentary Registration Now Open For Doug Kennedy’s Next Hospitality Training Webcast! Sponsored By Travel Outlook and Track Hospitality Software Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Monday, October 21, from Noon – 12:45pm EST. REGISTER HERE “Speakers and trainers like me are always looking for new ways to represent intangible concepts,” said KTN President Doug Kennedy, “So I’m excited to share the model we use, a simple tricycle. I think it’s the perfect model to represent the components needed for a guest to have an overall ex...
Hotel Employee Training Impacts Customer Experience and Happiness
EHL | September 6, 2024
The hospitality industry thrives on delivering exceptional customer experiences, and hotel employee training plays a pivotal role in achieving this goal. Well-trained staff not only provide better service but also contribute to increased customer satisfaction and loyalty. In today's competitive market, hotels that invest in comprehensive learning and development programs for their employees often see improvements in employee retention, motivation, and overall performance. The Importance of Employee Training in Hospitality Employee training equips staff members with the necessary skills and knowledge to excel in their roles, ultimately le...
Radisson Academy Celebrates 5th Anniversary With Continued Robust Investment in Training & Talent Development
Radisson Hotel Group | May 31, 2024
Radisson Academy, Radisson Hotel Group’s leading Learning and Development hub, marks its fifth anniversary as it continues to innovate and strives to be the best ‘Academy’ to upskill talent joining the industry. Since it’s inception in 2019, Radisson Academy has expanded its offer to +2,500 training programs and has become a cornerstone of both employee development and enabling strategic business success. Over the past five years, Radisson Hotel Group has implemented a significant investment in its diverse team of Moment Makers across +95 countries as part of the Group’s strategic transformation plan. The objective of Radisson ...
Reservations Sales Agents: It Is NOT Our Job To Tell Them What’s Available; It IS Our Job To Help Them Decide! Complimentary Registration Now Open f
Doug Kennedy | May 9, 2024
Sponsored By Travel Outlook, Better Talent, and Track Hospitality Software Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, May 17, from Noon – 12:45pm EST. REGISTER HERE “As evidenced by the pre-training mystery shopping our team provides for new clients, an awful lot of reservations sales agents do little more than find out the caller’s dates and number of people, and then quote them the same rates the caller has already seen online prior to calling,” said KTN President Doug Kennedy. “When you think about it, this approach is like treatin...
5 Ways Learning Management Systems Embedded in Your PMS Help Jump-Start Onboarding
Warren Dehan | April 23, 2024
Hoteliers planning on new hires and seasonal hires must focus on shorter lessons, interactive experiences, and providing accessible learning tools to workers By Warren Dehan Independent hoteliers are looking for impactful ways to train tomorrow’s workers – and fast. Hotel leaders must find ways to shorten training time and improve worker decision-making, starting with how they interface with on-property technology. The hotel property-management system typically has the most significant learning curve for new hotel workers, and it’s up to PMS developers to design systems that help new employees easily acclimate to their property’...
It’s Time to Eliminate Generationalism in the Hotel Workplace: Myth of Generational Differences Has Been Busted by Research
Doug Kennedy | April 8, 2024
By Doug Kennedy As my frequent readers know, I have been bemoaning the myths that are thrown out as facts at conferences, podcasts, and in books and blogs that, at best, mislead hospitality leaders and at worst, lead to discrimination based on birth year. Generationism is harmful, just like racism and sexism. Worse yet, many of those spewing these falsehoods are making a handsome profit by doing so. Seems like just about every conference I speak at lately has another high-paid keynote speaker addressing some topic related to what “Gen Z” or “Millennials” want out of work, life, and what they are looking for in a hotel workplace....
Employee Engagement: The Method Behind Hospitality Success
EHL Insights | February 15, 2024
Imagine a luxury hotel where front desk staff greet you warmly, housekeepers meticulously prepare your room, and servers delight you with their attentive service. Now imagine the opposite: a hotel where staff seem unhappy in their roles and indifferent to your needs. The contrast is stark, and it underscores a fundamental truth about hospitality – employee engagement and customer experience are powerfully intertwined. At its core, hospitality is a people business. From check-in to check-out, guests rely on staff to deliver service excellence and shape their perception of a hotel or brand. In this article, we’ll explore the vital connec...
Boosting Employee Engagement: 3 Key Benefits of Prioritizing Mental Health in the Hospitality Industry
Strategic Solution Partners | October 30, 2023
It’s no secret that the hospitality industry has had one of the highest employee turnover rates — since well before the pandemic. High turnover rates in any industry are a big cost to the company, and in a high-pressure sector like hospitality, the associated costs can be huge. Not only tangible costs, such as the expenses of recruiting and training new employees, but also the substantial cost of lost productivity among staff. In fact, reduced productivity costs the global economy around 1 trillion dollars each year. Luckily, recent research shows that concentrating on the mental health of your talent can not only increase staff pro...
