CONVENTION SERVICESKristen Lew – Hilton Charlotte Center CityMimi Bekele – Hilton Charlotte Center City

Scott McClatchey – Hilton Woodland Hills/Los AngelesMelissa Mills – Sacramento Marriott Rancho Cordova

Tracy Suit – Hilton Charlotte Center City

Mimi BekeleEvent Service

Manager Tracy SuitDirector of Sales &

Marketing

Kristen LewEvent Service

Manager Melissa MillsDirector of Catering

Scott McClatcheyDirector of Catering & Convention Services

CONVENTION SERVICE MANAGER AND THEIR ROLE

WHAT IS A CONVENTION SERVICE MANAGER?

• CSM’s are like orchestra conductors…… taking control of different parts and synchronizing them at the right moments, which leads to a beautiful symphony. … or a great meeting!

• CSM’s hold the compass

• Direct internal staff on the who, what, when, where and why

• Direct the meeting planner in the right direction... Remember it’s your house and you know what will work best.

CONVENTION SERVICE MANAGER’S ROLE• Main contact /informational source to the Meeting Planner

• Main contact /informational source to the Hotel

• Resident Expert

• Gatekeeper of the room block

• Establish Payment Method

• Write the Playbook

• Troubleshoot

• Make the Meeting Planner look good.

• I create successful and memorable events AND that is what keeps my customer coming back.

RELATIONSHIPS & COMMUNICATION WITHIN HOTEL• Jack of all Trades

• Hotel Departments are your musician’s

• The Strings of Housekeeping

• The Percussionist of Engineering

• The Brass Players of Banquets & AV

• The Front Office Woodwinds

• The Culinary Harpists

• The Pianists of Accounting

FILE TURNOVER PROCESS

& TIMELINE

FILE TURNOVER PROCESS

• 18 Months out: Sales Manager takes file to CSM and calls the client for introduction

• Introduces CSM to Meeting Planner and vice versa

• Discuss the objective for the group’s meeting

• Review Key Points regarding the program

• Discuss any changes or additions group may need since contract signing

• CSM to follow-up with additional information via phone call and email

CSM TIMELINE 18 Months out

• CSM to review contract  

• Follow up on deposits

• Compile Room Block History from most recent meeting and compare it to the contracted guest room block

• Re-evaluate guest room block based on the research

4 – 6 Months out

• For Individual Call-in Group: CSM to monitor and communicate group pick-up report weekly to the meeting planner

• Rooming List Group: CSM to send out reservation template to the meeting planner

45 Days out

• CSM to remind meeting planner of the group cut-off date

• Establish method of billing

• Create accounting turnover file

• First estimate of charges due to accounting

• Submit completed credit application form to accounting

30 Days out

• Cut-off date:

• Individual Call-in group: contact client and discuss group pick-up (Discuss attrition if applicable)

• Rooming List group: submit rooming list to your group coordinator

• Finalize – Contracted concessions assignments such as VIPs list, staff rooms, complimentary rooms, and welcome amenities should be allocated

• Identify heavy arrival & departure dates

• Luggage storage needs

• Attendees method of transportation (fly-in or drive-in)

• Billing Method: If Direct Billing is not approved – collect credit card authorization form for Master Account

• Meeting specifications is due:

• Discuss room setup, menus and audio visual needs

• Discuss overage and special meals

• Package shipping instructions

• 21 Days out – Send Convention Resume to client for review and update

• 14 Days out - BEOs to be completed and distributed to other departments

• 4 Days prior to group arrival the General Manager to call the client and welcome the group to the property

• Final Guarantees due 72 business hours prior to the event

• Final meeting agenda due - update meeting and meal times

• Final estimate of charges due to accounting

• Schedule a pre-convention meeting 24 to 48 hours in advance of the meeting

• On-site:

• CSM and Sales Manager or DOSM to meet and greet on-site contact daily

• CSM to discuss last-minute changes with on-site contact daily

• Review banquet checks and audio visual charges with CSM or Banquet Manager/AV daily

• Review the previous night’s guest room pickup to include cancellations, no-shows, etc.

• Schedule a post-convention meeting

• (1) One Day after group departure

• Complete hotel audit report (if contract called for one)

• Process attrition or cancellation if applicable

• Review final bill and return to accounting within 24 hours

• 3 Days after group departure

• Send out thank you letter

• Ensure the (VOC) voice of customer survey is sent out

• Ensure applicable commissions, rebates and/or housing fees are processed

• Ensure Reward Points are processed

GROUP RESUMESWHAT, WHY & HOW

“WHAT” IS A GROUP RESUME

• Provides specific information to all internal Teams about the Group

• Group Profile – Why group is meeting, goals, vision & mission statement

• Contact(s)

• VIP’s

• Schedule of Events: On property and Off-site functions

• Departmental Specifics: Arrival Manifests, Anticipated Outlet(s) use,

Billing arrangements, Parking charges, Shipping & Receiving, Security,

Transportation, Bell Services, Valet, Housekeeping needs/requests, etc…

“WHY” A GROUP RESUME

• Shows Client We’ve done our homework,

We are prepared to welcome their business

• Assists All Internal Team(s)

• Provides all information in one central location for easy access,

review, and as a tool to better assist our Valued Clients

• Offers Hot Button information for special alerts and services

• Provides client with additional voice to reach individual departments

• Document utilized at Pre-con/Post-con for reference and talking points

“HOW” A GROUP RESUME IS CREATED

• CS extracts information from all communication channels; Group Agreement, Group BEO’s, Conversation, Research of on-line information

• Client provides feedback on document at their review

• Time to create from 30 minutes up to 2 hours

YOUR ROLL

• Management familiar with information – lead by example

• Central location for Associate access in departments

• Management must share with Associates

• Management holds Associates accountable for information provided

• Create game with questions to re-enforce information – reward (lottery ticket, coffee card, “you were caught”- Hilton, etc…)

Team Success!

PRECONVENTION PROCEDURES

PRE- CONVENTION ETIQUETTE AND PROCEDURES

• The goal of a pre-convention meeting is to convey to our customer, the meeting planner, our hotel’s confidence, professionalism and sincere interest in assuring that their convention will be a great success.

• As managers, it is our opportunity to meet with the customer for the first time and gain information on their needs. It is a time to review the arrangements that have been previously discussed at staff meeting. It is not the time to work out problems.

WHO SHOULD ATTEND A PRE –CONVENTION MEETING AND WHEN IS THE MEETING SCHEDULED?

• Based on the group’s profile the Convention Services Manager has the autonomy to select who and who shouldn’t attend the meeting.

It is the responsibility of the person invited to attend EVERY time

• If you cannot attend, first notify the Convention Services Manager and provide them with the person who will be representing you at the meeting. It is your responsibility to identify another person who is of your management level or higher, meaning not a line level employee.

• As a general rule the pre-con is scheduled 3 days prior to the conference major arrival date. This may vary at times based on the planner’s schedule and travel times.

• Precon memos will be distributed as soon as the meeting is scheduled to notify each person of the meeting.

WHAT SHOULD YOU BRING TO A PRE-CON AND WHAT SHOULD YOU DISCUSS?

• Tell them who you are

• In what department you work

• Discuss the general operation of the department and anything that would stand out to the customer.

HOW WILL THE ROOM BE SET FOR THE MEETING?

• The room will be set Hollow Square. Water service will be placed on the tables and a separate beverage and snack station. The Sales Manager and CSM will sit next to the customer and the general manager will sit facing the customer.

FORMAT OF THE PRE-CONVENTION MEETING:

• Convention Services will introduce the customer to our staff and ask the customer to introduce the guests or staff that they bring to the meeting. The CS will then let them know how the meeting will progress… meet with our staff, review the resume, ask questions, and then conclude with the details of the program.

• The General Manager will them welcome the customer and ask that they give a profile of those attending conference if this has not already been done. He will thank them for their business. He will then ask our staff to introduce themselves.

PRE-CON ETIQUETTE :

• Please arrive early to the meeting.

• Do not help yourself to beverages/food; wait until the customer arrives and is offered the items.

• Please turn off or turn to silent all cellphones and radios.

• Avoid side conversations

WHAT IS INCLUDED IN THE PRE-CON PACKET?

• Group resume and banquet event orders

• Phone lists that include cell phone numbers

• Business cards for Key Managers

• Group Delegate report

• AV Business cards

FORMAT:• During your introduction around the table this is time for you to:

• Tell who you are

• What Department you work in

• Discuss your general responsibilities 

• This is NOT time to ask questions nor discuss the event

• The General Manager will then discuss the Meeting Planner Pin and any problems they had at their last event that we could anticipate if we did not already

 

• Then the CSM will resume the meeting. This is the time to ask questions pertaining to your department (Food and Beverage, Banquet Personnel and AV will not ask questions at this time as they will stay after the rest of staff has left to review the event orders for a final time).

• Ask the client if they have any questions for the staff? If not then release the staff with the exception of the Banquet Department, Food and Beverage and AV.

• Review Banquet Event Orders

• Conclude Precon Meeting

POST CONVENTION MEETINGS

POST CONVENTION ETIQUETTE AND PROCEDURES

A preliminary report card

Post-Con: Friend or Foe?

Formal or informal?

Who attends?

What do I ask?

What materials are required?

TIPS AND RESOURCES

Be sure to visit CIC – APEX for the latest information on industry Standards & Practices

http://www.conventionindustry.org/StandardsPractices/APEX.aspx

Post Event Report

http://www.conventionindustry.org/StandardsPractices/APEX/PostEventReporting.aspx

IN CONCLUSION• Train – retrain – refresh• Special request from your CSM• Keep Calm and rebook