00:32
Faizan
When I first wrote about site inspections several years ago, I drew on my own personal experience as well as industry best practices. In working with clients and venues over the past few years, I have seen several important changes in the way things work, so I took this opportunity to update the article with fresh ideas and new concepts.
Occasionally I meet with a client who is planning a meeting or event, but balks at the notion of having me perform a site inspection. The rationalization goes like this: "There's no need for you to fly out to City X to do site inspections, is there? After all, we more or less know where the meeting should take place. A recognized chain or major hotel in the middle of the city - there are only four or five possibilities, so just pick the best one. No need to spend the time or money for you to go there in person."
Poor client - they don't understand that there is probably no better way to spend time and money than to do a proper site inspection. In fact, it's my opinion that if a planner doesn't do a live site inspection, they are not doing their job in finding the right venue for their client's meeting. In today's world of the internet most of the pertinent information can be obtained online for hotels and venues, or by receiving a proposal in response to the RFP we distribute. Websites are all about the pretty pictures and featuring the best side of the property, but that's not always the reality. What you don't get online or through a few phone calls with the sales manager is the "real" experience of the property.
Naturally, we do our homework to develop a list of potential properties and distribute a detailed Request for Proposal (RFP). Once we have received all proposals we short-list properties that met our initial criteria - preferred dates, rates, availability of sleeping rooms, meeting and meal space, amenities and the like. We can also find out, through corresponding with the sales manager, cost estimates for initial budgets, whether the property is planning any renovations during our desired time period, and what other groups might be in-house at the time.
But only a site inspection can answer the deeper questions that relate to the ultimate success of the event: the staff, the sleeping rooms, the meeting rooms, and overall atmosphere and ambiance of the venue. Let's face it - many properties look good on paper or online, but the in-person visit tells the real story. Even if you have stayed at a property in the past, things might have changed - staff or ownership changes, more wear and tear is showing, renovation projects current or planned - nothing stays the same forever. Most importantly, each client and program has specific requirements that must be factored in and should be looked at individually with a fresh set of eyes - what was good in a venue for a program last year might not work for a new client's program in six months.
When I conduct site inspections I follow a detailed methodology that includes several aspects of the property, to give me a strong feeling for the best venue that will satisfy the needs of my client and their program. Let's face it - they are spending a lot of money on their event and it's our job as the planner to ensure that they get the right venue for the overall success of the event.
First Impressions
I observe the outside of the hotel and its surrounding neighborhood to see what the first impression will be, not only by my client but their attendees as well. I check the registration area, the lobby and its décor and overall cleanliness and condition. Even if you have an older property, you can tell if it's being well maintained, updated or refurbished or if there is noticeable deferred maintenance. Is the lobby furniture and carpet worn, tattered or dirty, the elevators scarred, or takeout food boxes left around? I'm looking at who's in the lobby and restaurants - I want to see what type of clientele the property attracts. I also watch the hotel staff in all areas we pass to see how they interact with guests. I'm impressed with properties that have trained all of their staff - from housekeepers to engineers making repairs in a guestroom - on the power of a warm greeting. This lets the guests know their business is appreciated and they are welcome.
Sales Manager and Staff
It's important that either I or one of my staff have at least one or two, if not several, conversations with the sales manager who responded to our RFP prior to my site visit. But it's really the on-site meeting that can make or break the opportunity to short-list a property. During the one-on-one time it's always interesting to see how the relationship with your sales manager develops, or in some cases under-develops. The amount of time they spend with you, the space they show you, how they answer your questions, who else you meet along the way. Will you meet the executive chef (especially if they know your client has specific requirements about meals such as sustainability, organic or other preferences) or your conference services manager if they are awarded the business? Will the director of sales or general manager make an appearance? Believe it or not, all of this is very important - it tells me if they have been listening and if they understand my program requirements. And it is a good indicator of how important your business is to them, as well as how you and your guests will be treated once that contract is signed and you're on property.
Occasionally I meet with a client who is planning a meeting or event, but balks at the notion of having me perform a site inspection. The rationalization goes like this: "There's no need for you to fly out to City X to do site inspections, is there? After all, we more or less know where the meeting should take place. A recognized chain or major hotel in the middle of the city - there are only four or five possibilities, so just pick the best one. No need to spend the time or money for you to go there in person."
Poor client - they don't understand that there is probably no better way to spend time and money than to do a proper site inspection. In fact, it's my opinion that if a planner doesn't do a live site inspection, they are not doing their job in finding the right venue for their client's meeting. In today's world of the internet most of the pertinent information can be obtained online for hotels and venues, or by receiving a proposal in response to the RFP we distribute. Websites are all about the pretty pictures and featuring the best side of the property, but that's not always the reality. What you don't get online or through a few phone calls with the sales manager is the "real" experience of the property.
Naturally, we do our homework to develop a list of potential properties and distribute a detailed Request for Proposal (RFP). Once we have received all proposals we short-list properties that met our initial criteria - preferred dates, rates, availability of sleeping rooms, meeting and meal space, amenities and the like. We can also find out, through corresponding with the sales manager, cost estimates for initial budgets, whether the property is planning any renovations during our desired time period, and what other groups might be in-house at the time.
But only a site inspection can answer the deeper questions that relate to the ultimate success of the event: the staff, the sleeping rooms, the meeting rooms, and overall atmosphere and ambiance of the venue. Let's face it - many properties look good on paper or online, but the in-person visit tells the real story. Even if you have stayed at a property in the past, things might have changed - staff or ownership changes, more wear and tear is showing, renovation projects current or planned - nothing stays the same forever. Most importantly, each client and program has specific requirements that must be factored in and should be looked at individually with a fresh set of eyes - what was good in a venue for a program last year might not work for a new client's program in six months.
When I conduct site inspections I follow a detailed methodology that includes several aspects of the property, to give me a strong feeling for the best venue that will satisfy the needs of my client and their program. Let's face it - they are spending a lot of money on their event and it's our job as the planner to ensure that they get the right venue for the overall success of the event.
First Impressions
I observe the outside of the hotel and its surrounding neighborhood to see what the first impression will be, not only by my client but their attendees as well. I check the registration area, the lobby and its décor and overall cleanliness and condition. Even if you have an older property, you can tell if it's being well maintained, updated or refurbished or if there is noticeable deferred maintenance. Is the lobby furniture and carpet worn, tattered or dirty, the elevators scarred, or takeout food boxes left around? I'm looking at who's in the lobby and restaurants - I want to see what type of clientele the property attracts. I also watch the hotel staff in all areas we pass to see how they interact with guests. I'm impressed with properties that have trained all of their staff - from housekeepers to engineers making repairs in a guestroom - on the power of a warm greeting. This lets the guests know their business is appreciated and they are welcome.
Sales Manager and Staff
It's important that either I or one of my staff have at least one or two, if not several, conversations with the sales manager who responded to our RFP prior to my site visit. But it's really the on-site meeting that can make or break the opportunity to short-list a property. During the one-on-one time it's always interesting to see how the relationship with your sales manager develops, or in some cases under-develops. The amount of time they spend with you, the space they show you, how they answer your questions, who else you meet along the way. Will you meet the executive chef (especially if they know your client has specific requirements about meals such as sustainability, organic or other preferences) or your conference services manager if they are awarded the business? Will the director of sales or general manager make an appearance? Believe it or not, all of this is very important - it tells me if they have been listening and if they understand my program requirements. And it is a good indicator of how important your business is to them, as well as how you and your guests will be treated once that contract is signed and you're on property.
Posted in: business
