Kennedy Webcast – Train Your Team To Use The Language of Hospitality

Convey the spirit of hospitality to help create positive emotional reactions, increase guest satisfaction, and encourage positive online reviews.

Certainly, the intended service “style” is a bit different according to each hotel’s classification. For example, “lifestyle” and some “boutique” hotels might be striving for a more authentic, genuine, and perhaps even “hip” or “edgy” guest experience, whereas ultra-luxury hotels might reach for a more traditional, formalized guest communications style. No matter what your brand’s standards are, replacing these common phrases with words that better convey the spirit of hospitality will help create positive emotional reactions, increase guest satisfaction, and encourage positive online reviews. In this webcast, Doug will review commonly heard phrases along with better, more heartfelt alternatives. A few of the many examples include replacing:

• Checking in?

• Just one?

• I’ll have to check on that for you.

• No problem.

• All we have left is…

• How to say “no, we can’t” in a more positive way.

• Presenting rate fences in a way that minimizes objections.