Doug Kennedy’s Train The Trainer – Ideas for Reservation Managers
Although the webcasts that TNS/Track so generously sponsor usually focus on sales training tips directly for the frontline reservations staff, this month I took a little different approach and focused on train-the-trainer ideas for managers. The format was sort of a “challenge/solution,” and here are some highlights of what I shared during the live webcast. Challenge: Reservations Agents May See Inquiries As Interruptions! When you stop to look at the daily task list of most reservations agents, you will quickly recognize that the most important task of all – selling! – is probably what they spend the least amount of …
Four Easy Ways To Secure More Direct Voice Bookings
If you have not done so recently, now is a terrific time to remind your frontline reservations sales agents of the importance of securing direct “voice channel” bookings. Although potential guests who are doing “distribution channel surfing” from their smartphone or computer have always called to double-check rates and to ask location-specific questions, with all of the uncertainties of traveling during the COVID-19 pandemic, they are even more likely to do so these days. Unfortunately, some marketing executives still seem to obsess solely on the digital channels. They fail to see the interplay between voice and online; that many …
TRACK Announces Webcast with Doug Kennedy on October 20th
COTTAGE GROVE, MN — October 16 — TRACK Hospitality Software powered by TravelNet Solutions announces webinar on Tuesday, October 20, 2020 at 11:00 AM CST with industry expert and valued partner, Doug Kennedy. Although OTAs are a good tool for finding new guests, direct bookings as they reduce distribution costs and increase your guests’ loyalty to your brand, not an OTA logo. Fortunately, many guests still reach out directly to compare rates or to ask questions that only an on-location expert can answer. This is why many callers present themselves as being that person who is “Just calling to double-check …
TRACK Hospitality Software Hosts Webcast with Doug Kennedy August 27
COTTAGE GROVE, MN — August 19, 2020 — TRACK Hospitality Software powered by TravelNet Solutions announces a webcast on Thursday, August 27th at 11:00 AM CST with industry expert and valued partner, Doug Kennedy. Despite how wonderful your accommodations are, it’s the “people parts” that leave lasting impressions with your guests, thus encouraging them to return again next time and to book directly. In this webcast, Doug Kennedy will share key components of KTN’s “Heart of Hospitality” Certification program, along the way addressing the important role of reservations sales agents in creating positive first impressions To register for this …
TRACK Hospitality Software Hosts Webcast with Doug Kennedy June 15th
COTTAGE GROVE, MN — June 12, 2020 — TRACK Hospitality Software powered by TravelNet Solutions announces webinar on Monday, June 15, 2020 at 11:00 AM CST with industry expert and valued partner, Doug Kennedy. As predicted, it’s the leisure travelers who are the first to hit the roads again and most resort areas are experiencing a significant rebound in demand for summer and early fall. One key difference, however, is that long standing vacation traditions have been disrupted and displaced. Those who typically spent their summer vacation on a cruise, visiting Europe, or going to a theme park are still …
Resort Reservations: What To Say When The Phones Start Ringing Again Shortly!
Wow, what a wild two months that resort reservations sales agents have endured. 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, this team endured difficult conversations about the fine print of cancellation terms and travel insurance. Next, it was surely hard to watch as co-workers from operations were furloughed or laid off. Now, here in late April, …
Campaigns Your Email Marketing Needs
With the large bulk of bookings at your hotel coming from the world wide web, implementing a strategy around your hotel email marketing is critical. Due to the current situation and pandemic going on, the days of agents making inbound phone reservations have been put to a halt. With phone reservations, it allows the agent to build a relationship using voice interaction and personality. Generating less personal relationships in the near future due to social distancing, automated and personalized communication is the key via email blasts. You do not want your reservation agents and marketing team to send low-quality, unsegmented …
