Doug Kennedy’s Next Staff Training Webcast: Hospitality IS…

Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, January 23, at Noon ET.

REGISTER HERE

To kick off our 2026 training webcast series, KTN is excited to have Doug Kennedy present highlights from our brand new, advanced-level on-site hospitality training course entitled Hospitality IS…, which he spent several weeks personally researching and developing last fall.

This training is all about the ‘vibe’ of hospitality and the impact it has on all aspects of the hotel and hospitality industry, said Kennedy. The word ‘vibe’ unseriously refers to intangible, possibly imaginary aspects of interpersonal communications, or maybe as being a ‘new age’ sort of spiritual thing, he added.

Yet, by dipping into concepts from psychology, medicine, and thought-provoking concepts from the fields of humanities, this program illuminates the path forward for powering-up positivity in today’s world where cynicism spreads faster than a computer virus.

Here are highlights:

• Hospitality IS… The biggest “thing” that differentiates you from your competitors.
• Referring to hospitality training as “soft skills” is just plain wrong; it is better labeled as “heart skills.”
• Sentipensante IS… the heart-mind connection as a model for connecting guest service “standards” with the foundational philosophy of hospitality.
• Hospitality IS… A vibe that can only be shared when you are truly present with others.
• Be an illuminator, not a diminisher. (Thank you, David Brooks.)
• Projecting “5G Positivity” as it relates to Martha Welch’s work on Co-Regulation & Cardiac Calming.
• Hospitality vibes must be “intentionally communicated,” not forced and scripted.
• Hospitality IS… Diminished by cynicism BUT Grown by empathy.
• Hospitality, IS… Foundational to a happier work-life balance.

Recordings of previous webcasts are available on KTN’s YouTube channel and are now also being distributed on your favorite podcast channel or on KTN’s Spotify channel.

Everyone who registers for this and all KTN webcasts receives a link to the recording, even if they cannot attend. The 40-minute format is perfect for “lunch and learns” or excerpts can be shared at staff meetings. The target audience is anyone who is interested in upskilling themselves or others, and the topic areas are broad enough to be relevant for all sectors of the lodging industry.

We are grateful to the generosity of our sponsors who have allowed us to offer complimentary admission, said Kennedy. It takes a lot of time to design, promote, and deliver these events, and so we would normally charge at least $99 registration per person, but this series is now completely free to all.

Sponsors include: Travel Outlook, the only KTN Certified call center, and Track Hospitality Software, a TravelNet Solution, whose products include a PMS and CRM.

Complimentary registration can be accessed at www.KTNwebcast.com. Here are the additional topics scheduled so far.

How To Meet Luxury Inspection Standards Without Sounding Robotic

Friday, February 20 (Noon ET)

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No doubt, being awarded merit-based symbols such as diamonds, keys, or stars is a worthwhile achievement that is recognized by luxury guests, opening doors to exclusive marketing opportunities. Certainly, all staff should therefore be trained and retrained on these expectations along with the brand standards of luxury brands and membership groups. All too often though, frontline staff experience lecture-style training during which they are drilled on these standards, causing them to be so nervous about meeting the needs of one single on-site ratings inspector that the real-world guests they encounter daily are forced to endure insincere conversations which feel disingenuous and inauthentic, ironically, working against the objectives of a service style that sets out to be genuine, bespoke, and authentic. As a result, guests encounter staff who nervously overuse certain words and phrases, such as being “Mr. Kennedy’ed to death” or asked about food allergies five different times when sitting down for a sandwich at lunch.

Those joining Doug for this month’s webcast will learn:

• Understanding the “Whys” behind the “What’s” of luxury hotel standards.
• How to overcome the sense of overwhelm when starting down an excessively long list of standards for a single type of guest interaction.
• Grouping the standards and sorting out those that are staff-driven.
• How to use phrases that feel more authentic and less scripted, while still complying with standards.

Five Crucial Things Hotel Group & Event Salespeople Should Do With Every Inbound Lead

Friday, March 20 (Noon ET)

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With continued uncertainty in the economy, 2026 is shaping up to be another flat year in most markets. If your hotel budget is calling for an increase in sales from the group/event segment, revenue gains are going to be hard-fought. Prospecting is, of course, an essential part of the solution, but properly responding to buyers who are literally handing you a hot lead is the best place to start grabbing share. Simply being the first to respond is no longer enough. In this month’s webcast, Doug offers essential “best habits” from KTN’s hotel sales training workshops and conference presentations to close more deals from buyers who come to you.

Highlights include:

• Personalizing the reply and contextualizing the wording of the proposal or response.
• Keeping the “people parts” at the heart of your hotel sales process.
• Organizing your “sales flow” process so you can follow up in a way that is tenacious and personalized.
• The best cadence and methods for follow-up action steps.
• Sorting and prioritizing the hottest leads, while remembering every inbound inquiry is worthy of a personalized response.