Systems
This tool provides a single space to get organized, take notes, and store research.
What is OneNote? OneNote is a great way to organize your notes on hotels, among other things.
This role provides insights into overcoming client objections, framing client quotes, and sharing closing tactics.
Who is the Sales Lead (SL)? The SL also provides guidance around the sales cycle, reports back or escalates issues to the Sales Director or Customer Care that require additional support.
This is one of the first pieces of destination specific information all Destination Experts should know.
What is a destination’s average high and low temperatures? Best practices include speaking in terms of Celsius and having a Celsius and Fahrenheit conversion chart readily available.
DEs should always present rooms to clients that are no less than this square footage?
What is 250 square feet (or 23 square meters)?
On the TMT Sales page under Quote Requests, this ensures that if a lead is not serviced quickly, it is sent back to the pool for other DEs to take.
What is the “expiration timer”?
Kensington Tours’ eLearning content can be found here.
What is COMPASS? COMPASS provides an overview of the learning experience with statistics on progress, information on courses, social learning, external activities and more.
This role monitors team chats and hosts huddles with DEs to identify and capture recurring or relevant country questions for feedback.
Who is the Destination Lead (DL)? The DL also assists with country specific itinerary questions, among other things.
Destination Experts, when speaking about the climate in any particular destination, should always speak in terms of this measurement of temperature?
What is Fahrenheit? A great best practice is to have a Celsius/Fahrenheit conversion chart readily available.
This style of hotel may be listed with the local government and may have restrictions on renovations or restorations.
What is Historic? Historic hotels may be in need of a renovation to maintain its historical identity.
This is the minimum number of personal follow-ups required by DEs with new leads.
What is 8? DE's sales page tracks pre-sale activities on all first or second quotes, and tracks follow up dates with a minimum of three personal follow up required.
In COMPASS, these are managed by Destination Leads (DLs)and contain region specific training as well as all FAM presentations?
What are Channels?
This role mentors and trains new hires or DEs who are adding countries to their portfolio.
Who is the Destination Lead (DL)?
This specialty operator, a competitor of KT, focuses and biking and walking tours.
Who is Butterfield and Robinson?
This is one of the most important aspects of a hotel.
What is location? It is vital that DEs qualify thoroughly and also set expectations related to a hotel’s location i.e., Clients need to know how much driving to sites there will be, and also be aware if the evening dining options are not walkable and will require a taxi.
Step 1 in generating a quote for a client on TMT is this.
What is stacking a lead?
Resources for employee time off benefits, including vacation and sick leave, and employee programs and benefits, including the fitness subsidy and KT’s referral program, can be found in here?
What is the Employee Handbook? The employee handbook can be found in Campfire by simply searching for “employee handbook”.
This role monitors individual DE's performances against established KPIs, holding regular 1:1s to provide feedback and guidance?
Who is the Sales Directors (SD)?
These terms refer to getting a client from region to region or city to city and getting your client from place to place within a given city.
What are "transport" and "transfer", respectively?
What types of questions should be asked in a qualifying call?
What are open and closed ended questions. Both types of questions offer a wide range of information that supports you (the DE) to build out a personalized quote.
Prior to a client’s trip, this “local office” communicates information to the guides in destination about the specifics of the trip.
What is a Destination Management Consultant (DMC)? A DMC assists clients directly should they request additional services while in destination.
Kensington Tours’ use of this proprietary technology allows for a live system that links the client, the DE, and the in-country office.
What is Travel Management Technology (TMT)? TMT provides the ability to quote a custom trip in a fraction of the time it takes our competitors.
This role would provide an answer to the following question asked by a DE:
"My client is on her trip right now, and her and her family are really unhappy with their hotel. I need to call them back & provide a solution."
Who is the Sales Director (SD)?
This company is KT’s biggest competitor.
Who is Abercrombie and Kent? They are synonymous with luxury and their cluents are very loyal.
This size of hotel is the sweet spot for Kensington Tours with consistent room configurations and various bedding options.
What are medium sized hotels? Medium sized hotels have between 100 and 250 rooms.
This is the percentage of sales that go to the organization that responds first to a client query.
What is 30% - 50%?