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Doug Kennedy

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Doug Kennedy, founder of Kennedy Training Network Inc., is a writer, speaker and trainer in the field of hospitality industry sales and guest services training.
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Articles

Doug Kennedy's Next Staff Training Webcast: Technification Is Causing Commoditization: Stand Out Through Humanification

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By Doug Kennedy
| Hotel Online Verified
By Doug Kennedy Sponsored By Travel Outlook and Track Hospitality Software Register your team and participate live, or later receive and view the recording, of Doug Kennedy’s next 40-minute training webcast scheduled for Friday, August 21, at Noon ET. Register Here Besides being a good experience for all frontline “doers” in guest services, front office, and sales, this month’s topic is an excellent “thought leadership” experience for operational and commercial strategy leaders.
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Saying 'I'm so sorry' is just annoying, how can leaders get frontline associates to properly show empathy versus simply apologizing?.

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By Doug Kennedy
| 4Hoteliers Verified
 SHARE THIS PAGE  NEWSLETTERS  CONTACT US SUBMIT CONTENT ADVERTISING Expressing Empathy Truly Resolves Guest Complaints By Doug Kennedy Monday, 3rd August 2026 Over many years of creating and delivering hospitality training, I have encountered various acronyms ranging from H.E.A.T. to L.E.A.R.N. that are intended to summarize the steps in resolving complaints, which is known more recently as “service recovery.” Typically, the “E” stands for showing “empathy” and is clearly placed before...
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Huge crowds for 65th Annual National Czech Festival

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By Doug Kennedy
| KMJF-TV (Norfolk, NE) Verified
All content © Copyright PLATTE VALLEY- NEWS CHANNEL NEBRASKA. KMJF-LD Channel 16.1 (NCN) | 214 N 7th Street, Suite 1 | Columbus, NE 68601 All Rights Reserved. For more information on this site, please read our Privacy Policy, Terms of Service, and Ad Choices.
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