Monday, August 8, 2011

Exceeding Conference and Event Clients Expectations – A Full Time Job

We all know that our guests are exposed to a great deal of information every day, through the media, the web., etc., and as a result they are increasingly expectant that everyone that they come into contact with within a Hotel is equally as knowledgeable as they are, perhaps more so.

There is no greater example of this, to me, than the expectations and the role of meeting, event and conference services managers (CSMs).

Conference Services Managers have a tough role, made so by the fact that they will regularly find themselves dealing with multiple levels of individuals charged with organizing a meeting, conference or event – Everyone from the seasoned veteran who has done this 100 times before, to the novice who has never done this before.

As the demands within businesses has changed over the last several years, companies have combined positions, or eliminated positions entirely, sometimes associated with organizing their events and conferences, and the task has fallen on to some unsuspecting individual who may never have organized anything this complex in their history, and as a result, they in turn have come to expect that the meeting planners, or CSMs that they deal with, are experts in their field and completely knowledgeable on all of the latest trends and technology that could be employed to make their meeting memorable.

Although you could argue that the circumstances have changed, the need to exceed customer expectations has not, and as a result, it is and always has been critical to ensure the ongoing education and training of meeting planners  and CSMs to ensure that they are adequately equipped to deal with the increased level of demand being placed upon them, and, the fact that a good or bad meeting or event at your facility could make the difference between securing a long-term relationship with a leading company, or, losing them to a competitor who is in a position to better provide what they need.

So, whether it’s participating in the necessary programs to have all of your key CSMs PCMA certified, or having your team members participating in other training or development that makes sense in your market, it is imperative that meeting planners and CSMs are continuously investing in their training and development.

Your clients expect it, sure, but more importantly, the increased level of confidence that emanates from your CSMs will be evident to them, and to your clients, and it will give both the platform for continued success, and that in turn will translate to bottom line results for your property that will far outweigh any costs associated with providing the necessary training and development to these vital team members.

The ROI on this one is a no-brainer.

Need an experienced hospitality professional to help your property reach its full potential?  Contact me.

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1 comment:

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