Hotels, Are You Listening?

Last weekend, we delivered a huge a program that we’ve been working on for more than two years. I’m glad it’s over, but I’m even more pleased that it went so well. One thing that really stood out to me was the quality of the venue: the JW Marriott Desert Ridge in Phoenix. The facilities and service were the best I’ve experienced.

So perk your ears hoteliers; here’s how to make all onsite experiences just as fantastic.

  • Be responsive and be available. Don’t just take your on call cell phone home with you. Show up at the registration desk to ask if we need anything. Show up before the breaks to make sure they’re set, and before the meals. Keep showing up. This doesn’t get annoying to us, because odds are we’ll have something we need your help with and it’s so nice to know you’ll be back around rather than having to scrounge up your business card.
  • Think like a planner. We will need onsite shipping capabilities and more than just a standard business office. Rarely will we only need to print an 8.5 x 11 black and white sheet of paper, and we’ll pay for service. Have other onsite professionals that can help us with pulling together the whole package–like a decor vendor, or an AV expert. Know that we will have a bunch of stuff at the registration desk so a nearby storage room or even placing the office close to the reg desk is preferable.
  • Good food makes happy people. I understand you want to cater to the masses, but the masses are tired of chicken and steamed veggies. Most of our menus last weekend were Southwestern-inspired and not your typical safe option, but the delegates raved. You know why? Because they’re starved of flavor and creativity in their food. Wow them.
  • Be invested. Another thing I loved about this property was the staff consistently produced options for us to where even the last minute details seemed weeks in the making. Suggest space alternatives, or decor enhancements. Anything to let us know that you are just as invested in this meeting as we are.

The culmination of all of these things is that teamwork and collaboration is key.

We think through your space so you should think through our program.

The best service is that which makes our lives easier to where our client and delegates see only a flawless execution (instead of a frantic meeting planner running around in broken heels). It can be done.

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3 Comments

Filed under Industry Takes

3 responses to “Hotels, Are You Listening?

  1. This is a great list and a great reminder to a hotel industry that has seen low business levels. It’s time to meet and to wow our clients.

  2. That is a great list and every hotel should perform these options and above. What you mentioned should be a standard to you as a client. Companies pay good money to have events at a great hotel like the JW Brand and there is no reason we cannot take the time to think ahead a little to make your event even more a success that you imagined. I enjoy reading your work, keep up the articles and love the twitter feed.

  3. Meg Hasten

    Jasmine–I love that comment, “time to meet and to wow clients”…such a great motto. Adam–I agree that foresight is critical in impressing planners and delegates alike. Thanks for the comments guys!

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