Great Business Values or Just Hype?

I’m a firm believer in giving value for money and being the best there is in our hospitality industry. Quality is important, as are our peoples’ skills, and don’t forget the good food that really defines a great conference experience. AIM sets the standard for our team to build on with quality delivery and at the risk of repeating myself, excellent cuisine is the cherry on the cake.

Not wishing to rest on my laurels though, I read many adverts and promotional pieces relating to our sector, eager to glean a competitive edge. In doing this, I am regularly bemused by the highlighting of the most basic items, such as free WIFI and data projector included, just an example of those things which quite frankly are a basic requirement in today’s business world. And as for those sterile “packages” that multinationals and hotel brands seem to think are the answer to flagging conference sales, they really are not the magic bullets that head office marketing people think they are.

What’s wrong with taking pride in customer focused service values and not having “Brand Standards” forced on unsuspecting clients. How good is it to hear delegates remark on our relaxed and pleasant staff working on their behalf in surroundings and set-ups specified by the client rather than by us. Just the other day I spoke with a conference organiser who praised my team for their flexibility and warmth and the amazing food. Whilst I was pleased by the comments, I consider this the norm, it certainly is with us and shouldn’t be the exception anywhere in the hospitality industry. Making promises which are not delivered and hyping up that which should come as standard does nothing for the industry and needs to be outlawed; the client has a large role to play in this.

Hospitality success relies heavily on the people skills of those that operate the event, so when booking hospitality through an impersonal means, perhaps you shouldn’t be surprised when it doesn’t live up to expectations?

Many clients book by phone or through an agent and expect a website to replace a personal visit. Bad decision! Visit the venue, see and hear what is being said in the bar or lounge and then spend ten minutes or so watching staff behaviour and see first-hand what will happen when you bring your event or conference. It’s time well spent and the relationship you start on your inspection visit will surely blossom when you come back for real!

There’s no hype, just good old fashioned business done well and with new found friends who are as keen as you to see things go more than well.

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