SANTA FE, NEW MEXICO – Travel Outlook, the Hotel Call Center as a Hotel Profit Center™, announces an expansion of hotel sales training for its reservations specialists offered by the Kennedy Training Network (KTN).
“We have always used KTN’s training resources during our new hire and ongoing training,” said John Smallwood, President of Travel Outlook, “But these recent improvements from KTN take us to a whole new level of excellence, both in sales and in hospitality.”
“This summer, we have committed to having all new Reservation Sales Specialists participate in KTN’s online self-study version of its Reservation Sales QUEST program,” said Smallwood. “The new training emphasizes a conversational, caller-centric approach to convince callers in the current distribution channel to book now instead of reconnecting.”
The course, which has been fully customized for Travel Outlook and launched on Travel Outlook’s learning management platform, consists of six video-based modules that KTN President Doug Kennedy personally recorded in a studio in Los Angeles, CA. Participants also complete an online assessment and assigned training activities.
In addition, all Travel Outlook agents actively participate in a private four-part live web cam training as part of each onboarding training class.
“What’s amazing is how Doug Kennedy can find time to personally introduce three of these four parties to our team.” says Smallwood. “New hires meet Doug on the first day of onboarding training, and meet him again later in the course when he presents a live webcam training called “The Whys Behind KTN’s Call Scoring Criteria QUESTION”.
“It’s easy to commit so much of my time to personally facilitate the training of a client like Travel Outlook” says KTN President Doug Kennedy, “Because they’ve fully embraced our suite of training, coaching and remote call scoring services.”
For part three, each agent experiences one-on-one training with Cathy Cook, DTM, who is KTN’s Executive Director of Training, before returning to a small group feedback session with Doug during which they discuss what went well and what has worked. were his greatest challenges on his journey to sales excellence.
“It’s a pleasure to work one-on-one with each new Travel Outlook agent,” says Cook “And I think it’s because they recognize how much their company is investing in their career development.”
“We are very proud to have been certified in sales excellence by the Kennedy Training Network since 2013,” added Smallwood, “And I understand from Doug that we are the only hotel call center with this distinction. Our customers know that our agent sales performance is state-of-the-art and has always been proven to perform.”
About Kennedy Training Network (KTN)
KTN is the lodging and hospitality industry’s best source for hotel training programs and support services in the subject areas of hotel reservation sales, hotel/hospitality service excellence, certification of ‘hospitality at reception and training of the hotel sales department. Services include personalized in-hotel training workshops, private hotel team webinars, phone mystery shopping and remote call scoring. For more information about KTN, visit www.kennedytrainingnetwork.com.
About Travel Outlook The Premier Hotel Call Center™
Given its progressive approach to the voice channel, in terms of performance, training, transparency, testing and tools used to measure performance, Travel Outlook The Premier Hotel Call Center™ is the leading hospitality voice reservation team. Travel Outlook’s list of valued clients includes Viceroy Hotel Group, Curator, Outrigger, KSL Resorts, Proper Hospitality Group, Pacific Hospitality Group, Atlantis, The Irvine Company, Catalina Island and many others. Travel Outlook’s team and approach increase sales conversion and help create more effective voice communication between hotels and their guests, resulting in better social scores as well as increased voice channel revenue . www.traveloutlook.com.
President – LEVEL 5 Hospitality