Still On The Road To Sales And Guest Service Excellence: Doug Kennedy's Hospitality Training Articles 1996 - 2012

This book is a collection of monthly hotel sales and guest service training articles written by Douglas Martin Kennedy from 1996 to 2012 and published worldwide in industry trade journals such as Hotel & Motel Management, eHotelier, 4Hoteliers, HotelNewsResource, HotelMarketing.com, HSMAI and Hotel-Online. Doug's articles, which have inspired hoteliers worldwide, are presented chronologically, allowing the readers to see how training strategies and techniques have evolved over time. Read how emerging technologies, such as online distribution, online guest reviews, and CRM technology have impacted hotel sales and service training over the years. Although technology changes, Doug's core recommendations starting from his very first training article are still relevant today. Doug is President of the Kennedy Training Network, Inc. a leading provider of customized training programs and telephone mystery shopping services for the lodging and hospitality industry. Doug continues to be a fixture on the industry’s conference circuit for hotel companies, brands and associations, as he been for over two decades.