Travel Outlook, a Hotel Call Center as a Hotel Profit Center™, is expanding hotel sales training for booking specialists provided by Kennedy Training Network (KTN).
Travel Outlook President John Smallwood said: ”
“This summer, we have committed all new pre-order specialists to participate in an online self-study version of KTN’s pre-order QUEST program,” said Smallwood. “The new training emphasizes a conversational, caller-centric approach to convincing callers surfing today’s distribution channels to book now instead of going back online.”
Fully customized for Travel Outlook and launched on Travel Outlook’s learning management platform, the course consists of six video-based modules personally recorded by KTN President Doug Kennedy in his Los Angeles, CA studio. It has been. Participants also complete online assessments and assigned training activities.
In addition, all Travel Outlook agents actively participate in a four-part private webcam training as part of all onboarding training classes.
“The amazing thing is that Doug Kennedy finds the time to personally present three of these four pieces to our team,” says Smallwood. “The new hire will meet Doug on the first day of his first onboarding training, and later in the course, he will present a live webcam of his training called ‘KTN QUEST Calls The Reason Behind His Scoring Criteria’ I will see him again sometime. ”
KTN President Doug Kennedy said:
In Part 3, all agents experienced one-on-one coaching with Kathy Cook, DTM, KTN’s Executive Director of Training, before returning to a small group feedback session with Doug to see what went well. , discuss what went well. It was the biggest challenge on the road to sales excellence.
Given its progressive approach to the voice channel in terms of performance, training, transparency, testing and tools used to measure performance, Premier Hotel Call Center™ is the hospitality industry’s leading voice booking team. Travel Outlook’s list of significant customers includes Viceroy Hotel Group, Curator, Outrigger, KSL Resorts, Proper Hospitality Group, Pacific Hospitality Group, Atlantis, The Irvine Company and Catalina Island. The Travel Outlook team and approach can help increase sales conversions and create more effective voice communications between hotels and their guests. The result is not only more voice channel revenue, but also a higher social score.
“Working one-on-one with a new Travel Outlook agent is a lot of fun,” says Cook.
“We are extremely proud to have been certified for Sales Excellence by the Kennedy Training Network since 2013,” added Smallwood. “From Doug, we understand that we are the only hotel call he center with this feature. I know it’s there and it’s always being tested for performance.”
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