Santa Fe, New Mexico – Travel Outlook, a hotel call center, announces the expansion of Hotel Profit Center™, its reservation specialist hotel sales training provided by Kennedy Training Network (KTN).
“We have always used KTN training resources during our new hire and ongoing education,” John Smallwood, President of Travel Outlook said, “But these recent improvements by KTN take us to a whole new level of excellence in both sales and guest hospitality.”
“This summer, we are 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 today’s distribution channel surfing callers to book now instead of going back online”.
Fully customized for Travel Outlook and launched on Travel Outlook’s learning management platform, this course includes six video-based modules personally recorded by KTN President Doug Kennedy in a studio in Los Angeles, CA. Participants also complete online assessments and assigned training activities.
Additionally, every Travel Outlook agent actively participates in private, live four-part webcam training as part of each onboarding training class.
“What’s amazing is how Doug Kennedy can take the time to personally present three of these four parts to our team.” Smallwood says. “New hires meet Doug on the first day of their onboarding training, and meet him again later in the course when he presents a live webcam training on ‘Why KTN Quest is behind Call Scoring Standards.’
“It’s easy to make such a strong commitment of my time to facilitate training in person for a client like Travel Outlook” KTN President Doug Kennedy says, “Because they fully embrace our entire training, coaching, and remote call scoring services.”
For part three, each agent gets a one-on-one coaching experience with Cathy Cook, DTM, KTN’s executive director of training, before returning to a small group feedback session with Doug, where they talk about what’s worked well and what’s not. They were the biggest challenges in their journey to sales excellence.
“Every new Travel Outlook agent is a pleasure to work with,” Cook says, “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,” Smallwood added. “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 is always tested for performance.”
About the Kennedy Training Network (KTN).
KTN is the lodging and hospitality industry’s best resource for hotel training programs and ancillary services in the subject areas of hotel reservation sales, hospitality/guest service excellence, front desk hospitality certification, and hotel sales department training. Services include customized, on-site hotel training workshops, private hotel team webinars, telephone mystery shopping and remote call scoring. For more information about KTN, please visit www.kennedytrainingnetwork.com.
Premier Hotel Call Center™ About Travel Outlook
Given its progressive approach to the voice channel – in terms of tools used to measure performance, training, transparency, testing and performance – Yatra Outlook Premier Hotel Call Center™ is the leading voice reservations team in hospitality. Travel Outlook’s valued client list includes Viceroy Hotel Group, Curator, Outrigger, KSL Resorts, Proper Hospitality Group, Pacific Hospitality Group, Atlantis, The Irvine Company, Catalina Island and many more. Travel Outlook’s team and approach increases sales conversions and helps create more effective voice communication between hotels and their guests, improving social scores in addition to increasing voice channel revenue. www.traveloutlook.com.
Chairman – Level 5 Hospitality