What's Happening?
Doug Kennedy, President of Kennedy Training Network, is hosting a webcast to train hospitality staff on converting phone inquiries from online shoppers into direct bookings. The webcast addresses the trend of guests calling hotels with questions before
booking online, often leading to bookings through third-party channels. Kennedy's training aims to equip staff with skills to engage callers effectively, turning inquiries into direct bookings. The webcast is part of a series sponsored by Travel Outlook and Track Hospitality Software, offering complimentary registration to participants.
Why It's Important?
This training is significant for the hospitality industry as it addresses the challenge of retaining direct bookings in an era dominated by online travel agencies (OTAs). By improving staff skills in handling phone inquiries, hotels can increase direct bookings, reducing reliance on OTAs and associated costs. This shift can enhance profitability and customer loyalty, as direct bookings often allow for better customer service and personalized experiences. The training also highlights the importance of human interaction in an increasingly digital booking environment, offering a competitive edge to hotels that can effectively manage this aspect.
What's Next?
Following the webcast, participating hotels may implement the strategies learned to improve their booking processes. Success in converting more inquiries to direct bookings could lead to further training sessions and expanded programs. The hospitality industry may see a broader adoption of similar training initiatives as hotels seek to optimize their revenue streams and customer engagement strategies. Additionally, the impact of this training could influence how hotels approach customer service and technology integration in their operations.
