Doug Kennedy’s Next Staff Training Webcast: Reservations Sales: Maximizing Rates & Overcoming Objections

Sponsored By Travel Outlook and Track Hospitality Software  

Register your team and participate live, or later receive and view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, June 19, at Noon ET. Register Here

“Today’s reservations salespeople have to quote and defend fast-changing rates and availability restrictions to savvy, deal-seeking consumers who are pre-informed,” says Kennedy, “they have checked rates across multiple booking channels and are asking really tough questions.”  Too often, untrained staff awkwardly answer questions, allowing these hot leads to slip away and book at a costly OTA, or perhaps to select another hotel entirely.

This webcast helps reservations sales agents present and explain rates, along with other “levers” revenue leaders use to optimize revenues in the era of dynamic pricing algorithms. Sales tactics covered include:

A better way of explaining why rates change according to demand and are higher during periods of high occupancy.

• How to “downsell” when the last remaining accommodations are lower-tier, less-desirable options
• How to “upsell” when the last remaining accommodations are top-tier, possibly larger or higher-priced options than what was originally requested.
• Explaining mid-stay rate variance.
• What to say when the rates have gone up by the time they call back.
• Overcoming objections to minimum stays when the caller cannot extend their dates.
• Favorably framing discounted rates.
• Avoid offering discounts when they are not requested or needed.

Recordings of previous webcasts are available on KTN’s YouTube channel and are now also being distributed on your favorite podcast channel or on KTN’s Spotify channel.

Everyone who registers for this and all KTN webcasts receives a link to the recording, even if they cannot attend. The 40-minute format is perfect for “lunch and learns” or excerpts can be shared at staff meetings. The target audience is anyone who is interested in upskilling themselves or others, and the topic areas are broad enough to be relevant for all sectors of the lodging industry.

“We are grateful to the generosity of our sponsors who have allowed us to offer complimentary admission,” said Kennedy. “It takes a lot of time to design, promote, and deliver these events, and so we would normally charge a registration fee, but this series is now completely free to all.”

Sponsors include: Travel Outlook, the only KTN Certified call center, and Track Hospitality Software, whose products include a Track PMS and Pulse reservations CRM.

Complimentary registration can be accessed at www.KTNwebcast.com. Here are the additional topics scheduled so far.

Proactive, Polite, and Productive Hotel Sales Prospecting

Friday, July 24 (Noon ET)

REGISTER HERE

As the booking of routine meetings, BT travel, and social events becomes an increasingly automated, self-service process, the long game for a successful hotel sales career is to level up one’s prospecting skills. This webcast covers a mix of organizational habits and practical sales tactics that will help salespeople go beyond simply converting inbound leads and instead focus on hunting down new revenue.

• How to make proactive prospecting a daily habit.
• Embracing your CRM’s “lead stream” today in order to create prospecting leads for tomorrow.
• Retargeting lost and declined business from previous inquiries.
• Reaching out for referrals.
• Research: The key to evolving from “cold calling” to “warm calling.”
• Tips for personalized prospecting: be humble and grateful.
• Using “tech for touch” tools when prospecting.
• How to use a follow-up cadence that is persistent, but not pushy!

Technification Is Causing Commoditization: Stand Out Through Humanification

Friday, August 21 (Noon ET)

REGISTER HERE

The term “technification,” defined as the application of technology-based systems to a specific industry, was first used in the 1930s, but it feels more relevant than ever as AI turbocharges automation.

Commoditization, which is the process by which goods or services become standardized, interchangeable, and indistinguishable from competitors’ offerings, results from technification. Companies continuing too far down this path risk ultimately losing their unique brand identities, forcing them to compete solely on price rather than differentiation of guest experiences. Join us as Doug shares ways to stand out through humanification, balancing the use of new technologies with the people parts.

• Recognize that what tech companies call “friction points” are actually “connection opportunities.” Chatbot “containment” of guest requests and questions is actually “deflection.”
• Use AI and chatbots to answer basic questions and complete repetitive tasks, but make it easy to connect to a well-trained human for special needs or requests.
• Use tech to free up staff so they can become greeters, first impression makers, and create emotional connections with your brand.
• When guests book directly online, call to obtain pre-arrival details, discover clues about how to personalize their visits, and enable true personalization of experiences.
• When guests book through OTA’s that prohibit direct guest contact, message guests through the app to introduce yourself by name, seek out arrival details, and thus possibly channel converting their future stays.
• In the sales office, where auto-response features of CRMs provide an initial, prompt reply, have salespeople reach out personally to create relationships.