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Hospitality Assured in the Conference Sector

Hospitality Assured in the Conference Sector. Barry V Stonham OBE FIH Operations Director - Wyboston Lakes. A1. Watersports. Robinson Executive Centre (120 rooms). Golf Course. Golf Driving Range. Serviced Offices. Gym & Pool. The Waterfront Centre & Hotel *** (103 rooms).

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Hospitality Assured in the Conference Sector

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  1. Hospitality Assured in the Conference Sector Barry V Stonham OBE FIH Operations Director - Wyboston Lakes

  2. A1

  3. Watersports Robinson Executive Centre (120 rooms) Golf Course Golf Driving Range Serviced Offices Gym & Pool The Waterfront Centre & Hotel***(103 rooms) Fishing The Willows Centre (183 rooms)

  4. Why should hospitality be different in the conference sector than in any other sector ?

  5. Step 1 Customer Research Where have all the corporate customers gone? What size are next year’s training budgets going to be? When will Government cuts kick in?

  6. Step 2 The Customer Promise Does the customer know exactly what to expect? Do all my teams know exactly what they’re supposed to be providing? Over selling !

  7. Step 3 Business Planning Do our business objectives match our strategic plan? Are we flexible enough to change plans quickly in the current environment? Are we measuring regularly – and accurately?

  8. Step 4 Operational Planning Peaks and troughs – can we cope? Are we all singing from the same hymn sheet? Has the hymn sheet got the right words on it?

  9. Step 5 Standards of Performance Consistency, consistency, consistency ! Think like a customer !

  10. Step 6 Resources Flexibility Continuing investment The GREEN agenda

  11. Step 7 Training & Development Flexibility Consistency – the campaign

  12. Step 8 Service Delivery Feedback Change Reward

  13. Step 9 Service Recovery Feedback Speed of response Resolution - Empowerment

  14. Step 10 Customer Satisfaction Improvement Listen Change

  15. The Wyboston Lakes definition of World Class Customer Care: ALWAYS . . . Completely fulfilling our customers’ needs Providing warm and friendly hospitality Demonstrating our personal care and attention

  16. Increasing diversification to maintain revenue in current climate More hotel guests More serviced offices (National companies as well as local) More weddings (including civil ceremonies) Extended public dining area (at expense of delegate dining) More social events (Tribute bands, comedy nights, banqueting) But nothing new, really - they’re all still CUSTOMERS

  17. My HA Wish List • Focus more on hospitality and customer • service, less on business structure • Assessors stay overnight • Assessors talk to customers • Opportunity to see and discuss draft of • assessment report before final version • or • Opportunity to discuss report without • additional charge

  18. Any ? ????????

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