What Does it Mean to be KTN Certified?

Travel Outlook uses a proprietary 26-step sales process that was developed in conjunction with Forbes and the Kennedy Training Network, which we call Luxury Quest.  Consistent use of Luxury Quest allows us to achieve higher sales conversion and to reach a higher ADR.  We are the only call center to be certified by the Kennedy Training Network, and using this system we close up to 70% of the qualified reservations calls we receive.  We take hotel call center training very seriously.

Our proprietary AI-powered call center software “checks off” each step from Luxury Quest as the system “hears” the agent say it, and a missed step remains on the screen until the agent completes it.  The software also assists agents with objection handling, presents upsell opportunities, and loads on-screen guidance cards with relevant information at the agent’s fingertips.

Using AI, we auto-score our agent adherence to Luxury Quest, calls so that at the end of each day we can isolate agents that need direction and retraining.  We use AI to score every call, every agent, every hotel, every day.

When it comes to information, the balance of power has shifted to the caller’s side of the equation. In the past, most had very little information from a brochure, directory, or guide book, so front desk and hotel reservations sales agents were trained to find out if the caller was familiar with the hotel and the primary purpose of their visit.  Then, based on a “business” or “leisure” scenario, agents were trained to use a “positioning statement” or what today is called a “30 second commercial.”

Today’s web-surfing callers have done extensive research prior to dialing; many are online while on the phone. They no longer want to hear a scripted list of features. Instead, they want to be told a story of their upcoming vacation or business stay. KTN’s certification trains agents to use a conversational approach to entice the caller to book and more on to excited anticipation of their stay. Hotel call center training plays a critical role in your success.