Chapter 10 The Service Function

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Chapter 10 The Service

Function

Convention Management and Service

Eighth Edition

(478TXT or 478CIN)

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Competencies forThe Service Function

1. Describe the importance of serving convention groups well, and discuss who should coordinate hotel service to groups.

2. Describe the duties and responsibilities of a convention service manager.

3. Describe the duties and responsibilities of various convention service staff positions, and outline the responsibilities of convention service managers at convention and visitors bureaus.

(continued)

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Competencies forThe Service Function

4. Identify issues related to the transfer of responsibility for servicing a group account from a hotel salesperson to the convention service manager.

5. Describe the role of the convention service manager in meeting planning, execution, and evaluation.

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Critical Importance of the Service Function

• Once business has been booked, it is essential to deliver what was promised

• Satisfied meeting planners and delegates are the best and most economical advertising medium

• Satisfied meeting planners are obviously more likely to provide repeat business

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Servicing Small Meetings

• Marriott’s research found the majority of its properties relied on small meetings

• Planners of small meetings look for a single hotel contact

• Marriott created a one-stop source for these planners—Executive Meeting Manager

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Servicing Small Meetings

• Other chains followed suit: 

Hyatt: Hyatt Meeting Connection ManagerHilton: Hilton DirectSheraton: Sheraton’s One-Stop ProgramRenaissance: Meetings ExpressWestin: Westin’s One CallOmni: Omni ExpressWyndham: Wyndham One

• This is an ideal entry position for college graduates

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Considerations for Deciding Who Should Service

• Efficient use of sales staff’s time• Adequate attention to the service needs of groups• Clear lines of communication between meeting

planner and hotel staff• Service function must be able to deliver what sales

function promises• Best to separate sales and service if size of hotel

justifies hiring a CSM• Sales function must know capabilities of service

function

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Convention Service Manager (CSM)

• Other titles: conference coordinator, convention coordinator, convention manager, service manager

• Handles meeting group’s planned and unforeseen needs• The one person who can make or break a conference• The main communication link between meeting planner

and hotel• Should not only have the responsibility but also the

authority for getting the job done• Reports to GM, director of convention service, or

director of sales

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Convention Service Manager (CSM)

• Increasingly being given hotel executive committee status

• May oversee line departments• Works long hours• May receive gratuities or perks• Becoming a CSM: through banquet or front

office departments• May advance to convention sales or to resident

manager

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Industry Recognition for CSMs• Successful Meetings magazine annually awards

“The Convention Service Manager of the Year”• CSMs have their own organization: the

Association of Convention Operations Management (ACOM)

• CSMs may join PCMA and many are Certified Meeting Professionals (CMPs)

• Loews Hotels have given all of their CSMs executive committee status

• Most chains now have corporate directors of convention services 

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Convention Service Staff

Director of convention services• Reports to director of sales or GM• Oversees, trains, and assists all others in department

Convention service manager• Main link between meeting planner and hotel

Convention coordinator• Entry-level in convention services• Services small meetings and assists CSM(s)

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Convention Service Staff

Floor manager• Oversees house persons• Responsible for service and setup of function

rooms and F&B functionsHouse persons (setup crew)Director of exhibit serviceFunction book clerk• Works with CSM, sales staff, and cateringConvention service secretary• Performs secretarial duties for convention service

department

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CSMs at Convention Bureaus

• Acts as an extension of the meeting staff in the host city

• Works throughout the community to coordinate services needed by meeting planners

• Most of the work is completed before the convention checks into the city

• After the meeting, the bureau’s CSM prepares a post-convention evaluation and a hotel guestroom pickup report

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Factors in Deciding When to Transfer Responsibility for Planner

• Meeting planner’s preference

• Size of meeting

• Type of meeting

• Amount of lead time

• Trust

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The Four Common Times for the Transfer

1. During site inspection

2. Right before the contract is signed

3. Immediately after the point of sale

4. One year before the meeting

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Overview of CSM’s Role

Step 1: File review

Step 2: Letter of introduction sent; first details to CSM

Step 3: Tracing

Step 4: Personal interview between CSM and planner

Step 5: Monthly preconvention meetings

Step 6: Precon meeting 2–3 days before event; includes planner

Step 7: During event, CSM reviews setups before each function

Step 8: Post-convention meeting