Hotel Pulse
10 Practical Action Steps For Securing More Direct Voice Reservations
Sponsored By Travel Outlook and Track Hospitality Software
Register your team and participate live, or view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Monday, July 21, at Noon EDT. REGISTER HERE This webcast will be of interest to all reservations sales agents, contact center staff, managers, along with executives responsible for revenue and distribution.
“Smart leaders recognize that direct bookings save costly OTA commissions, enable upselling and cross-selling, and allow you to ‘own’ the relationship,” says Kennedy. “For decades now, many have said, ‘Soon, no one will call anymore…’, yet the phones continue to ring, especially at resorts, boutiques and luxury hotels.”
First was the emergence of OTA’s and smartphones, then the over-sold myth of “birth-year generations,” which Doug disproves with data from McKinsey & Co. Instead, guests’ motivation for calling is most affected by their travel story.
“The higher the rate, the longer the stay, the more people traveling, and the more emotionally engaged they are with travel plans, the more likely they are to call.”
Join us as Doug shares ideas based on KTN’s unique opportunity to listen in to a diversity of real-world recordings of reservations calls every day as part of its remote call scoring assessment service such as:
Suggestions for Revenue, Distribution, and Marketing Leaders:
- How to audit your website and “top of funnel” factors that encourage voice bookings. Plus, how to document and prove the interplay of voice and online channels.
- Train your team that phone calls are opportunities, not interruptions to the “admin” type of work that falls on most reservations teams these days.
- Midscale, branded hotels, this one’s for you too! A surprising number of potential guests still call.
Training Tips for Those Answering Calls:
- How to turn calls appearing to simply be “quick questions” into qualified voice leads.
- Better understanding the needs of today’s overwhelmed, confused callers and your role in them deciding “this” is the right property and “now” is the best time to book!
- How to use updated versions of traditional probing questions.
- Closing techniques for a variety of call conversations and overcoming barriers to booking now.
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.
Cooking Up New Hotel Sales
Friday, August 22 (Noon EDT)
This month’s webcast, which primarily targets hotel group and event sales staff, will also be relatable for sales professionals in all areas of the accommodations and tourism industries. Using cooking and fine dining analogies as a fun alternative to traditional sales training terminology, Doug will share innovative, actionable ideas your sales team can use to maximize revenues and capitalize on every sales opportunity.
By zooming out and looking at how the profession of hotel sales is rapidly being automated by big tech solutions powered by AI, participants will be challenged to use these concepts in the near-term to ensure a long and prosperous career!
- Don’t lose your hotel sales job to DoorDash! Keep human engagement at the core of the dining experience!
- Discover your ‘recipe’ for success.
- Stock up on key ingredients and select the right cooking utensils.
- Welcome, surprise, and delight them with amuse-bouches.
- Find out what the patrons truly enjoy eating.
- Spice up your menu descriptions.
- Adjust the menu for special dietary needs and preferences.
- Serve up a sweet-tasting dessert.
- Present the check with a smile!
Creating Ordinarily Extraordinary Hospitality Encounters, DAILY!
Friday, September 19 (Noon EDT)
First, Doug explores how a steady stream of highly successful business books have championed the concepts of “outrageous,” unreasonable,” “legendary,” and “wow” service training concepts. Surely, entrusting frontline associates with the budget and processes they need to extend “little extras” proactively is surely solid. Yet focusing on the exceptional, occasional opportunity to amaze is just not enough. Instead, this KTN webcast focuses on how guest service colleagues can create experiences that are “ordinarily extraordinary.”
- A reminder: we are in the business of memory making, not in the “rooms rental industry.”
- Guest loyalty is the summation of dozens of seemingly “little things” throughout a guest’s stay.
- Micro hospitality moments matter the most. Guest loyalty is either won or lost every hour of every shift.
- “Hospitality” cannot be delegated down the org-chart; leaders must model ordinarily extraordinary hospitality when interacting with staff as well as guests.
- Making a personal commitment to providing an individualized gesture of authentic hospitality for everyone encountered throughout the day, whether a guest, a travel agent, a third party, or an “internal customer.” Whether encountering them across the desk or bar, on the other side of phone convos, via email exchanges or as you pass them in the hallways, corridors, and parking areas, make the ordinary feel extraordinary.
About Kennedy Training Network Inc.
KTN is the lodging and hospitality industry’s best source for hotel training programs and supportive services in topic areas of hotel sales, catering/event sales, hotel reservations sales, and hospitality & guest service excellence. KTN President Doug Kennedy has been a fixture on the lodging and tourism conference speaking circuit for decades. Hoteliers worldwide read his monthly hotel, tourism and hospitality industry sales training articles in this publication and elsewhere. Visit www.kennedytrainingnetwork.com or call (01) 954-533-9130.
Hotel Pulse
Sports Hospitality Market to Reach USD 74,318.43 Million by 2036, Growing at a CAGR of 14.12%: Credence Research
PUNE, India, July 16, 2025 /PRNewswire/ — According to a new market research report published by Credence Research, the global Sports Hospitality Market was valued at USD 8,345.70 million in 2018, rose to USD 15,233.39 million in 2024, and is expected to reach USD 74,318.43 million by 2036, growing at a CAGR of 14.12% during the forecast period.
The market is witnessing strong momentum owing to the increasing global appeal of high-profile sporting events and the growing appetite for premium, immersive experiences among both corporate clients and affluent consumers. Demand for VIP suites, exclusive access packages, gourmet catering, and behind-the-scenes privileges continues to surge at major tournaments such as the FIFA World Cup, UEFA Champions League, Super Bowl, Wimbledon, and Formula One Grand Prix. The sports industry’s ongoing shift toward experiential offerings and revenue diversification is further propelling investments in hospitality infrastructure and services.
Technological innovation and international expansion are reshaping the market dynamics. Enhanced digital ticketing, real-time fan engagement, and smart stadium integrations are elevating the guest experience. Additionally, emerging markets in Asia-Pacific, the Middle East, and Latin America are playing an increasingly vital role, driven by infrastructure upgrades and growing sports tourism. Strategic collaborations between sports federations, hospitality brands, and travel operators are expected to unlock new revenue streams and sustain market growth across geographies.
Browse the report and understand how it can benefit your business strategy – https://www.credenceresearch.com/report/sports-hospitality-market
Key Growth Determinants – Sports Hospitality Market
Rising Demand for Premium Sports Experiences
The growing preference for exclusive, high-end experiences among affluent consumers and corporate clients is a major driver of the sports hospitality market. Demand for VIP boxes, luxury suites, fine dining, meet-and-greet opportunities, and personalized concierge services continues to surge at major sporting events worldwide. Corporations are increasingly leveraging hospitality packages to build client relationships and enhance brand visibility, while fans seek more immersive and memorable ways to engage with their favorite teams and athletes.
Expansion of Global Sports Events and Commercialization
The increasing frequency and scale of international sporting events—such as the Olympics, FIFA World Cup, ICC tournaments, and Formula One races—are fueling market growth. Sports organizations are heavily investing in hospitality infrastructure to diversify revenue streams and enhance audience engagement. Coupled with the globalization of sports leagues and the rise of sports tourism, these developments are significantly expanding the market footprint across developed and emerging economies.
Hotel guests are increasingly feeling like they’re getting more bang for their buck, according to the 2025 North America Hotel Guest Satisfaction Index (NAGSI) Study from J.D. Power.
Redesigned for 2025, the study measures overall hotel guest satisfaction based on performance in seven core dimensions—including value, guest room, staff services, facilities, communications and connectivity and food and beverage—across nine segments ranging from luxury to economy.
Despite the average daily rate for a U.S. hotel room reaching a record high of $158.67 in 2024, clean and well-designed rooms, omnipresent amenities such as smart TVs and user-friendly mobile apps are helping boost traveler satisfaction.
Hotel guest perceptions of value received for nightly rate paid increases in every hotel segment in this year’s study, with the most significant year-over-year gains coming in the upscale, midscale and economy segments.
Dogs enjoying a Home2 Suites by Hilton guest room. (photo courtesy of Hilton)
“We’re at an important inflection point in the travel marketplace where several years of record-high hotel demand and the pace of room rate increases is starting to slow,” Andrea Stokes, hospitality practice lead at J.D. Power, said in a statement.
“Hotel owner and operator investments in guest room décor and furnishings, in addition to bathroom updates, are paying off in higher satisfaction. One area in which hotels can significantly influence guest satisfaction without massive capital expense is with technology like smart TVs and updated room temperature controls,” she added.
“Travel is becoming more complex with the potential for flight delays or increased road traffic, so guests want hotels to provide the comforts of home.”
Key Takeaways for 2025
In the era of streaming, it’s no surprise that hotel guests want to be greeted by a smart TV, with 40 percent of surveyed travelers selecting “smart TV/ability to stream my entertainment” as a need to have versus nice to have, up from 21 percent in 2019.
What’s more, 72 percent of respondents indicated their room included a smart TV. That figure is up from 39 percent in 2019. Additionally, six out of 10 said they used the smart TV during their stay.
A premier king room inside the Omni PGA Frisco Resort. (Photo Credit: Omni Hotels & Resorts)
J.D. Power also found that guest satisfaction significantly improved year over year in areas such as furnishings and décor (+.05 points), condition of bathroom fixtures (+.05). and comfort of bed (+.04).
The study also shows that hotel app users report higher satisfaction, earning an average score of 699 (on a 1,000-point scale), which is 68 points higher than those who do not use their hotel brand’s mobile app.
It’s no secret that problems ranging from odors and loud noise to check-in issues can lower satisfaction. Nonetheless, this year’s study shows that they are relatively rare, occurring just 12 percent of the time across all hotel stays evaluated. In those incidents, however, guest satisfaction fell dramatically, plummeting 217 points to 460 from 677.
Highest-Ranking Hotel Brands for Guest Satisfaction
The Ritz-Carlton ranks highest in the luxury segment for 2025 with a score of 779, surpassing The Luxury Collection, which ranked first in 2024.
Meanwhile, Omni Hotels & Resorts conquered the upper upscale segment with a top satisfaction score of 731. Drury Hotels (738) ranked highest in the upscale segment, while Hyatt House (705) finished first in the upper extended stay category for a fourth consecutive year.
The exterior of a Tru by Hilton hotel. (Photo Credit: Hilton Hotels & Resorts)
Other repeat segment winners for 2025 include Home2 Suites by Hilton (upper midscale/midscale extended stay), Tru by Hilton (midscale), Microtel by Wyndham (economy) and WoodSpring Suites (economy extended stay). All four brands won their respective categories for a third consecutive year.
Finally, Hampton by Hilton (694) ranked first among upper midscale brands.
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Topics From This Article to Explore
Help your clients take advantage of reduced rates, room upgrades and more, while earning up to 7X STAR Points on all eligible bookings this July under Sunwing Vacations Partner of the Month program.
Canadians looking to embark on a value-packed summer or winter escape will love this promotion. Meliá Hotels and Resorts offers a range of comfortable and upscale properties in sought-after sun destinations.
On every booking made by July 31, 2025, for travel by December 20, 2026, travel advisors will earn up to 7X STAR Points and will be automatically entered for their chance to win one of five hotel stays at Paradisus La Perla Adults Only Riviera Maya, Paradisus Palma Real Golf and Spa Resort, Meliá Las Dunas, Meliá Las Antillas and Meliá Trinidad Peninsula.
Clients looking to escape to a participating property in Mexico or the Dominican Republic can enjoy a wide range of limited-time perks including resort credits and spa discounts, reduced rates and kids stay free pricing.
Cuba Promotions
In addition to reduced rates, here are the offers available at the Cuban properties:
Meliá Las Antillas: Complimentary upgrade from Junior Suite Economy to Deluxe Room.
Meliá Las Americas: Complimentary upgrade from Classic Room to Classic Golf View Room.
Meliá Varadero: No single supplement fees (singles are not required to pay a surcharge for staying in a double occupancy room.)
Meliá Jardines del Rey: First child free (aged 3-12).
Meliá Trinidad Peninsula: No single supplement fees (singles are not required to pay a surcharge for staying in a double occupancy room.)
Paradisus Princesa del Mar: No single supplement fees (singles are not required to pay a surcharge for staying in a double occupancy room.)
Paradisus Los Cayos: Complimentary upgrade from Paradisus Junior Suite to The Reserve Junior Suite.
Paradisus Rio de Oro: No single supplement fees (singles are not required to pay a surcharge for staying in a double occupancy room.)
Sol Caribe Beach: First child free (aged 3-12).
Group Booking Bonus
Meliá is also offering group perks for those who book with Sunwing this month. Travel advisors who book their clients a group getaway for travel between November 1, 2025 and December 20, 2026, will earn 11X STAR Points at Meliá’s Mexico and Dominican Republic properties* and 6X STAR Points with Meliá Cuba, while their clients will be awarded instant group savings of up to $400 per pair.
Please note terms and conditions apply. For additional information on Meliá Hotels & Resorts’ Partner of the Month offerings, travel advisors are encouraged to visit the Sunwing Agent Portal.
Related: Sunwing Announces Winter Destinations and Perks
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