Columnist Doug Kennedy says many hotel revenue and distribution managers are concentrating on their third-party distribution channels, but they should also ensure their front-line employees are handling incoming calls in such a way that they encourage direct bookings. Kennedy explains that such training depends on the scope and size of the operation, and he offers key points to share with the hotel sales team. For example, he says it is essential that the marketing relationship between the hotel and its distribution channels is understood.

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