Mr. Kennedy

Doug Kennedy

President

Kennedy Training Network

Doug Kennedy is president of the Kennedy Training Network, Inc. a leading provider of hotel sales, guest service, reservations and front desk training programs and telephone mystery shopping services for the lodging and hospitality industry. Mr. Kennedy has been a fixture on the industry’s conference circuit for hotel companies, brands and associations for more than two decades. It is estimated that over 15,000 others have participated in training workshops and seminars he has presented personally throughout the United States, Canada and Mexico, as well as in places like Sao Paulo, Brazil, Singapore, Kaula Lumpur , Malaysia, Sophia, Bulgaria, Frankfurt, Germany, Florence, Italy, Amsterdam, Netherlands, Kiev, Ukraine, and Moscow Russia.

Since 1996, Mr. Kennedy’s monthly training articles have been published worldwide, making him one of the most widely read hospitality industry authorities. He is the author of “So You REALLY Like Working With People? - Five Principles for Hospitality Excellence.”

Before launching his first hotel training company as a young 20-something entrepreneur in 1989, Mr. Kennedy started his career working as a bellman during his college years for Marriott’s 125th property, the Griffin Gate Resort. He also spent his early years working in front office management and sales for prestigious hotels such as The Stanhope in New York, The Mayfair House in Coconut Grove, and Doral Golf Resort in Miami. From 1991 to 2003 was the co-founder and President of HSA International and from 2003 – 2007 he was the founding advisor of the Hospitality Sales & Marketing Association International‘s (HSMAI) Revenue Management Advisory Board.

Please visit http://www.kennedytrainingnetwork.com for more information.

Mr. Kennedy can be contacted at 866-922-4662 or doug@kennedytrainingnetwork.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining – all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. It’s leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. It’s the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.