For decades now, it has been fashionable for companies from all industries to craft a mission statement to not only summarize its purpose, but also to give work more purpose. Over the years, the original concept has evolved into creating 'values' or 'vision' statements.
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When our KTN team onboards clients for either traditional mystery shopping or for call scoring of actual recordings (as captured in our clients’ various cloud-based platforms), part of our process is reviewing their existing call criteria. As a result, I get to peek behind the scenes and see what their reservations, front desk, and/or contact center staff are being trained to say.
Each month, Doug Kennedy presents a live webcast from the KTN headquarters office in Florida, reaching hotel and lodging professionals of all levels around the globe. The rotating menu of topics includes content for all disciplines within the industry, including rooms operations, sales, and even F&B. Some topics have a broad-based theme, such as hospitality & guest service excellence, while others are very specific such as training tips, transient reservations sales, and hotel group and event sales.
Despite the predictions of its demise, the voice reservations channel is alive and well for all sectors of the lodging industry. For decades now, pundits have predicted the death of voice as a booking channel. And yet the phones still ring.
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It’s something that virtually all humans have experienced in our lives, especially those who work in guest-facing jobs in the hospitality industry when we make an authentic, personalized, and heartfelt connection with another human. For me, it seems to happen more often with strangers, rather than with loved ones we routinely see.
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Whereas most sales conversations these days happen in email and in-app message exchanges, personalized video emails allow salespeople to stand out.
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