Issue 3

www.hydeparkexecutive.com

A: 12th Floor, Marble Arch Tower, 55 Bryanston Street, London, W1H 7AA

Impress Your

Guests With

Stunning Views

Of Centra

l

London & Hyde

Park

Contact UsT: 0207 723 9996

E: Info@hydeparkexecutive.com

A perfect space for:

- Board Meetings

- Trainings & Workshops

- Seminars & Classes

- Presentations

- Interviews

Prices starting at

£18.00 per person

Meeting & Training Venue

Welcome to the third edition of the ConferencesGroup magazine. We are now well into March and Spring is upon us, so it is a great opportunity to share some fresh news and updates with you all.

I am particularly pleased to announce that after a strong start to the year, we have been able to launch our new group website, www.conferencesgroup.com. The new version of the site allows us to effectively present our full range of services and reflects our international presence.

Last month we were joined by several new starters, including two new Venue Finders, Sian Green and Vanessa Steel. As our team continues to grow I thought I would take the opportunity to make some more formal introductions in the June edition.

It was after listening to customer feedback that we decided to launch this magazine, so it seems appropriate that this topic features heavily as a theme in this magazine. Highlights include practical tips for gathering feedback and advice on using customer insight to shape event content.

I am a big fan of formal research; it is a great way of understanding customers and their motivations. I also feel particularly fortunate here at ConferencesUK to get lots of informal customer feedback. This is because our team of Venue Finders are talking to our customers on a daily basis, listening to their requirements, helping them to find the best venue for their requirements and getting feedback on how those events went.

I hope you enjoy this edition of the magazine, which features a great range of venues and we would love to hear from you with any suggestions or comments.

Simon Thompson

Managing Director, simon@conferencesgroup.com

Issue 3

Conducting research into customer satisfaction is a key aspect of a good event management strategy, to ensure that events meet delegate expectations and therefore are viable long term propositions.

Getting quality customer feedback is vital, but it can seem daunting if you have not done so before. It can be a particular challenge to ensure that you hear from enough of your customers and to make sure that you are asking the right questions in the first place.

4

Customer Feedback

award-winning venue

0800 612 0960 (option 2) | www.avhe.co.ukAston Villa Football Club, Trinity Road, Birmingham, B6 6HE

First-class service from beginning to end, very professional and understanding of our requirements.

Conferences & Events a t v i l l a p a r k

Unique venue•Award-winning catering•State of the art facilities•Free car parking•Stadium tours for delegates•Events from 2-800 guests•Central location - excellent motorway and train links•

Villa Park stadium is the perfect venue for your next event, whether it be a small meeting or conference, a private party or an exhibition, we have a variety of suites to suit a range of requirements.

Where to start?The danger of jumping right in with a survey to find out what delegates thought about your event is that you might be asking the wrong questions.

Market research techniques like satisfaction surveys are valuable tools, but are inevitably limited by the questions that are being asked. As you will have no doubt experienced yourself, when you complete a survey you can only really respond to the questions being posed. In effect the person preparing it has set the agenda.

Where this can prove problematic is if, for example, the questions in a post event satisfaction survey focus on the quality of the catering and hotel comfort levels, when the delegates are really interested in networking opportunities. The survey results may be positive, but the delegates are providing good feedback on issues the majority of them do not consider important.

It is, therefore, very important to start by ensuring that you are asking the right questions. What is really important to your delegates? What do they think are the most important factors, which if you get them right, will result in high levels of satisfaction.

6

Customer Feedback

Looking for your next venue in London?deLegate rates from £38

our offer at a gLance:

• Venues in three central London locations (zones 1 & 2)

• Over 100 facilities to host 10–700 guests

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or visit

qmhospitaLity.co.uk enquire today by caLLing

020 7882 8174

Focus Groups.A great way of starting to understand this is through focus groups. Focus groups are effectively structured feedback sessions involving a small cross section of existing and potential customers. Where budgets allow, it is always worth using an experienced professional. If budget is not available it is possible to run a fairly basic group yourself. Some basic tips are included below;

• Select a cross section of customers and potential customers

• Choose a venue and meeting space at a convenient date and time for your customers

• Invite your customers to attend the group and offer an incentive for attendance

• Draft a topic guide for the discussion, this is effectively an informal agenda to help you structure the discussion

• Hold the focus group, ensure that you have a mechanism for recording the discussion

• Write up the key findings and action them

Typically the number of focus groups that you hold should reflect the size and diversity of your audience. Practically it is likely that this will be determined by your budget. If you organise a large, national or international

conference or a series of conferences in multiple locations you may need to consider holding multiple groups in different areas/regions. Around 8 or 9 people per group is generally agreed to be the perfect size.

Online focus groups are an effective way of getting feedback from your customers, without the need for them to travel. They can be particularly effective at engaging busy professionals, who might otherwise not make their time available. Such methods are relatively cost effective and simple to implement, companies such as www.liveminds.co.uk provide an ‘off the shelf’ solution.

Other innovative ways of getting focus group standard feedback, without physically meeting people includes the use of web cams to hold virtual focus groups and participants using their mobile devices to address focus group style questions.

8

Customer Feedback

Whether it be a large seminar or a one to one meeting, our superb facilities and dedicated team will make your business event a success.

Conference suites accommodating up to 150 delegates featuring natural light, air conditioning and ISDN lines.

Superb location surrounded by rolling Lancashire Countryside, yet located between Manchester and Liverpool and a stone’s throw away from J27 of the M6.

Comprehensive day delegate package includes WIFI and 2 course lunch prepared by an award winning chef.

Exceptionally comfortable and beautifully appointed bedrooms.

Extensive leisure facilities

The Wrightington Hotel & Country ClubMoss Lane, Wrightington, Wigan, Lancashire. WN6 9PB

info@wrightingtonhotel.co.ukcall: 01257 425 803

www.wrightingtonhotel.co.uk

The Wrightingtonv3.indd 1 25/03/2013 11:57

Whether it be a large seminar or a one to one meeting, our superb facilities and dedicated team will make your business event a success.

Conference suites accommodating up to 150 delegates featuring natural light, air conditioning and ISDN lines.

Superb location surrounded by rolling Lancashire Countryside, yet located between Manchester and Liverpool and a stone’s throw away from J27 of the M6.

Comprehensive day delegate package includes WIFI and 2 course lunch prepared by an award winning chef.

Exceptionally comfortable and beautifully appointed bedrooms.

Extensive leisure facilities

The Wrightington Hotel & Country ClubMoss Lane, Wrightington, Wigan, Lancashire. WN6 9PB

info@wrightingtonhotel.co.ukcall: 01257 425 803

www.wrightingtonhotel.co.uk

The Wrightingtonv3.indd 1 25/03/2013 11:57

Next StepsOnce you have completed this process and have a clear idea about the key success factors for your delegates i.e. what is really important to them, you are well placed to create your customer satisfaction survey.

However if you plan to capture the data from your delegates it is important to ensure,

1 The questions are clear, unambiguous and easy to understand

2 The questions follow in logical order

3 The survey is of an appropriate length and not too time consuming for delegates to complete

As a rule of thumb you want your survey to take around 5 mins, certainly no longer than 10 mins or you might experience drop off in the completion rate or disengagement as people ‘switch off’.

Before your survey goes live it is very important to test it. Get several colleagues to complete the survey before you let a ‘real’ customer do so. Ask them to highlight any obvious mistakes and point out anything that does not quite flow. Also have a look at how the results of the test come back to make sure that you have a manageable method of analysing the results and that it is really getting to the heart of the questions that you want to answer.

Collecting your dataThere are many different ways of getting your survey into the hands of your delegates. You will need to figure out which is the best approach for you and use it. Some of the most popular methods are listed below;

• Online Distributing an online link to a tool like survey monkey is a straightforward method of collecting data. It has the major benefit of being straightforward and easy to manage the analysis of the results. The disadvantage is that your delegates will need to make the effort to access the link during the event, which may result in a drop off in participation in the survey.

• Paper Hard copy self completion surveys are commonly used, particularly during or immediately following events. They are easy for delegates to manage and return immediately. Can be more of a challenge to analyse the results, particularly if there is a significant response level.

• Face to Face Using people to collect data for you. This can be a good method of encouraging a high proportion of delegates to complete the survey. It can be more expensive to implement and worth noting that people can alter their responses if the feedback if they perceived their feedback is not totally confidential.

• Mobile There are an increasing range of mobile apps and services that enable people to complete their survey on their mobile device. Check out companies such as www.ipinionsurveys.com.

10

Customer Feedback

Just An Extraordinary Conference Venue

Conferencing

The Perfect Conference Venue...“We were thrilled to receive numerous comments about the seamless organisation and execution of the event as a whole, and in particular our delegates highly rated the Business Design Centre facilities and attention to detail.”

Karim Halwagi – CEO, Association of Event Organisers

If you would like to know more call us on +44 (0)20 7288 6225 Business Design Centre, 52 Upper Street, Islington, London N1 0QHwww.businessdesigncentre.co.uk

BDC Ad_Generic Conference A4.indd 1 11/03/2013 15:34

Using the net promoter scoreIn any customer satisfaction survey it is very important to make sure that you include the net promoter score of customer satisfaction. This is considered by many to be the most important measure of customer satisfaction and will provide you with a helpful indication of how customers are likely to behave in future.

The work is based on 20+ Years of research by Bain & Company fellow Fred Reichheld and aims to group customers into 3 distinct categories:

Promoters The happiest customers who will actively promote your event through positive word of mouth and friend/colleague referrals.

Passives Those customers who are quite happy, will partially promote your event but could be easily swayed by what they perceive to be better events.

Detractors The antithesis of promoters who will provide negative feedback and comments, thereby reducing referrals and word of mouth customers from coming to the business.

The categorisation is achieved by asking a question that, after years of study has finally led to a quantifiable method of ascertaining customer loyalty. Which is: -

‘How likely is it that you would recommend company/service/product ‘x’ to a friend or colleague?’ (On a scale of 0 – 10 where 0 = ‘Not at all likely’ and 10 = ‘Extremely likely’)

Then to ask a follow-up question that probes the root of the issue e.g.

‘What is the most important improvement that would help us to rate closer to ten?’

People who score 9 – 10 are termed Promoters, 7 - 8 are Passives and 6 – 0 are Detractors

The score is calculated by subtracting the percentage or promoters from the overall percentage of detractors.

Calculating your net promoter score.To calculate your net promoter score, add up the people who scored 9 or 10 and calculate as a percentage of the total that have responded to the question. Add up those that scored between 0 – 6 and again calculate the % as a total of the respondents. Subtract this figure from the first and you have your net promoter score (which can be a positive or negative number).

Example:

50 people respond to your survey question.

• 35 score between 9 and 10

• 5 between 7 and 8

• 10 score 6 or less

First take out those that score between 7 and 8, they are considered to be ‘passive’. Then calculate the percentage of promoters and detractors;

35/50 X 100 = 70% (promoters)

10/50 X 100 = 20% (detractors)

Then subtract the detractors from the promoters

70%-20% = 50%

SummaryA robust approach to customer satisfaction research will provide detailed insight and ensure you have a picture of current satisfaction levels and a clear route forward for making improvements. Important tips include;

• Ensuring you know what is important from a customer perspective

• Using the right method of collecting data

• Using the net promoter score to get a robust picture of satisfaction levels

12

Customer Feedback

For more information call Gillian on 01754 890131 or 07845 900178. www.skendlebyhall.co.uk

Skendleby Hall

Located in the Lincolnshire Wolds, Skendleby Hall is a large beautifully presented Edwardian country house, which can sleep up to 19 delegates.

• The Hall is exclusively yours.• Organise your own event or allow our team to help you.• Wi-fithroughout.• High quality catering available and no corkage charges • Extensive leisure facilities • Beauty Therapy room available.• Stunning gardens with views over the Wolds.

Transform your business at Skendleby Hall

Skendleby Hall A4.indd 1 12/03/2013 09:22

Good times at

Mercure Hotels

HotelsA Refreshing Look at MeetingsWhen it comes to successful meetings, Mercure knows exactly what’s on your agenda. As a hotel brand they have invested hours of time and taken careful consideration to make sure that every meeting booked at one of their hotels meets every single one of your objectives. And, of course, that every delegate performs to the best of their ability and leaves feeling refreshed and inspired too.

Whatever it is that’s important to you, Mercure promises to be flexible and responsive, offering a choice of competitively priced all-inclusive or bespoke packages. Their response commitment guarantees you’ll never be kept waiting on an enquiry. In fact, you can expect initial acknowledgement within 30 minutes, and full proposal for your event within 12 business hours.

On the day itself friendly, technically knowledgeable and helpful staff will always be on hand to ensure everything runs smoothly – from the first enquiry to a personal ‘meet and greet’ when you arrive, through your meeting sessions and breaks, to the minute you depart.

Mercure will even reward your loyalty with their free Le Club Accor hotels Meeting Planner programme. In fact, as a member you can enjoy rewards and recognition at over two thousand Accor hotels worldwide.

14

Mercure Hotels

Take a Break from the NormMercure realise that the right refreshments are a vital part of any meeting. That’s why they promise to keep you invigorated with locally inspired, varied and healthy food and drink options, when and where you request it. Or if you’re looking to toast success their exclusive Les Grands Vins wine collection provides you with exceptional choice.

But these aren’t the only tempting delights to whet your appetite. Mercure extends far beyond delicious menu options and flexible meeting spaces.

Their communal areas, leisure facilities, gardens, various outside spaces and even spas can all contribute to lifting your meeting from the routine to the pleasurable.

Refreshing Ideas for Every SeasonMercure also offers a range of services and experiences for those essential getaway moments. Perfect for those times during a meeting when you might need a moment to stretch your legs and refresh your mind.

If your meeting happens to fall in the cooler months, you could be invited to take afternoon tea by the fire. Perhaps a well-being break with an Indian head massage will stimulate

your senses or a whisky tasting session will lift your spirits.

In the summer months you might like to enjoy a delicious serving of Aberdeen Angus beef, cooked to perfection on an outdoor barbecue. And how about a mini Highland Games on the lawn afterwards, accompanied by a refreshing glass of Pimm’s.

Maybe a mini session of Tai Chi Meditation will inspire you, or even a quintessentially English game of croquet. It really is up to you when you book with Mercure.

The great thing about Mercure’s refreshing breaks is that not only do they help to fuel the mind, they also help delegates revitalise for the next part of the session.

Every Mercure takes a more refreshing approach to meetings, which means you have over 70 UK hotels and over 500 meeting rooms to choose from. So you know you’ll always have the variety and flexibility to break out and do something inspirational and refreshing too.

To find out more about how Mercure can refresh your meetings, visit mercure.com or call 020 8237 7770

15

Achieving Customer Satisfaction Through Compelling Event Content

16

Event Content

Research indicates that one of the most important ways in which you can maximise your chances of having satisfied delegates is to have compelling content and sessions. Sourcing the right speakers for your event can have an enormously beneficial effect, attracting new delegates and ensuring they have a positive experience of the event.

17

PlanningNaturally enough, the budget you have available is going to dictate the type of speakers that you can source for your event. This will be particularly influenced by whether it is a paid for event or it is free to attend. If the event is free to attend but attracts sponsorship investment then you have another stakeholder to consider when choosing your speakers.

Equally straightforwardly, the length of your event and the number of sessions you have to fill will influence your choice of speakers. Whilst having compelling event content is very important it is also vital to remember that the majority of conference delegates expect to have time for networking and to take care of basic needs.

Theme and focusWhilst determining your basic event structure and practicalities you can start to determine the focus and theme of the event, this will make it much easier to choose which speakers to get involved.

This is where customer feedback can be vital. Traditionally event organisers were reliant on feedback from previous events, where you would get customer feedback on those speakers and suggested alternatives. In 2013 event organisers have access to a much wider range of tools to help them get in input. Social media, in particular can be extremely helpful in getting customer insight into the type of sessions and speakers they want to see at your event alongside the planning process. Such event ‘co-creation’ is becoming increasingly common due to its effectiveness at linking the objectives of delegates with event content.

Unconferences represent the extreme end of user generated event content. Effectively the event ‘organiser’ provides some form of structure to enable participatory workshop type sessions. The content of these sessions is provided by the participants themselves. Prior to the event, participants are able to go online and effectively book a session they would like to run. One of the best known examples of an Unconference, BarCamp, has been held in 350 cities across the world, attracting up to 5,000 delegates at each event.

While we are supportive of customer feedback it is also very important not to underuse the collective experience of you and your close colleagues. Experience suggests that you will have a good knowledge of what your potential delegates will be looking for. Brainstorming as a small group should surface some ideas that will provide a hook on which to narrow down your range of potential speakers. This approach works best when combined with some great formal customer feedback.

Keynote speakers can be one of the biggest attractions of your event both in terms of an audience and sponsorship revenue. It is quite common for the keynote to be offered as part of an overall package and as a standalone opportunity. Therefore the choice of speaker needs to be given careful thought and consideration and this is where your event planning will help, resulting in a careful match between your delegate expectations and speaker choice.

O F F E R I N C L U D E S :� Main meeting room hire from 8.00am until 5.30pm.

� Tea, coffee and biscuits on arrival and during midmorning and afternoon breaks.

� A two course finger buffet lunch.

� Equipment including projector, screen, flip chart and PA system with microphones.

� Delegate place settings including notepads, pens and place cards.

� Iced water, cordials, sweets and mints available throughout the day.

� Complimentary Wi-Fi.

� Complimentary car parking for all delegates at Times Square Car Park.

Re-energise in your afternoon break withan optional visit to our extraordinaryScience Centre and a trip on our 4D Motion Ride – all included in the price.

Price: £35 per person (including VAT)

Call the Life Conference and Banqueting team on (0191) 243 8216 or emailenquiries@lifeconferencing.co.uk to book today.

Available from March 2013 to March 2014Applies to new bookings only.

Times Square, Newcastle upon Tyne, NE1 4EP

www.lifeconferencing.co.uk

D A Y D E L E G A T E P A C K A G EA T L I F E C O N F E R E N C E & B A N Q U E T I N G

C O N F E R E N C EA N D B A N Q U E T I N G

18

Event Content

O F F E R I N C L U D E S :� Main meeting room hire from 8.00am until 5.30pm.

� Tea, coffee and biscuits on arrival and during midmorning and afternoon breaks.

� A two course finger buffet lunch.

� Equipment including projector, screen, flip chart and PA system with microphones.

� Delegate place settings including notepads, pens and place cards.

� Iced water, cordials, sweets and mints available throughout the day.

� Complimentary Wi-Fi.

� Complimentary car parking for all delegates at Times Square Car Park.

Re-energise in your afternoon break withan optional visit to our extraordinaryScience Centre and a trip on our 4D Motion Ride – all included in the price.

Price: £35 per person (including VAT)

Call the Life Conference and Banqueting team on (0191) 243 8216 or emailenquiries@lifeconferencing.co.uk to book today.

Available from March 2013 to March 2014Applies to new bookings only.

Times Square, Newcastle upon Tyne, NE1 4EP

www.lifeconferencing.co.uk

D A Y D E L E G A T E P A C K A G EA T L I F E C O N F E R E N C E & B A N Q U E T I N G

C O N F E R E N C EA N D B A N Q U E T I N G

Making the booking A checklist of information you will require before you start your search;

• Place, date, and time of the presentation

• Purpose of session

• Format of the presentation

• Subjects or topics you are looking for

• Aspects of a speakers background important to you (e.g. content entertainment, audience participation, audience activities).

• Budget

• Audience demographics

• Support material such as handouts required.

Free or paid forAvailable budget will dictate the option you decide to book. It is important to be aware that many good quality speakers will attend and speak at events for free. They may not be household names, but well known and well respected in their field or specialism. Large organisations such as Haymarket events regularly promote specialist events, for which they do not pay the speakers but do charge the delegates. This works because the speakers are attracted by the opportunity to increase their personal profile.

It is therefore worth noting that you might be able to attract what are relatively high profile speakers to an event without having to pay them. Whether or not you plan to pay, a key route to finding speakers is through your colleagues and their networks of contacts.

Social media also makes it easier, with Facebook/Twitter opening up access to well known people and Linkedin making industry specialists easier to reach.

It is also worth noting that certain companies, associations, government agencies, or non-profit groups can often provide a good speaker for the topic you want.

If you do need to pay a fee, a direct approach means you will be able to negotiate and can often be more cost effective.

Using AgenciesThere are many agencies available to help with securing the best speakers for your event and they can suggest ideas to fit with your programme and budget. Use their expertise to confirm the best speaker available for your event. It is very likely that you will need to pay a fee to the speaker and also the agency. In addition to the expert knowledge the agency may be able to deal with the speaker on your behalf freeing up some of your time.

Speaker agencies London Speaker Bureau www.londonspeakerbureau.co.uk

JLA www.jla.co.uk

The Speaker Agency www.thespeakersagency.com

Specialist Speaker Bureau www.specialistspeakers.com

20

Event Content

Canary Wharf

Barbican

Canary Wharf

Smithfield

central city training venues cctvenues.co.uk

Before your eventOnce you have confirmed your speaker, it is wise to put in place a written agreement. A written agreement or a contract clarifies your expectations and your responsibilities and prevents misunderstandings. It is also a good idea to share as much relevant information about your company as possible with the speaker. This will help them to become familiar with your organisation and customise the presentation to your event.

Once you have confirmed your speaker in writing you should send them a copy of the draft programme so they can see what else the event is about, who the other speakers are and what the timings are.

Ensure you keep in touch with your speaker regularly (sending updated copies of the programme and any event promotional material is a good way to do this).

Compose a speaker requirements form to email to your speakers and then use the information received to set up a spreadsheet – this will be invaluable to you in the run up to and at the event. Keep hard copies safe in a file.

Check list of questions for a speaker requirements form:

• Time of arrival / departure

• Do they require lunch?

• What AV equipment / other equipment they will they require

• Request a copy of their presentation the day before the event so that it is loaded and ready for them at the event

• Preferred name and title on speaker badge

• Will they require handouts copying? (Set deadline for them to email handouts to you - leave yourself at least a week to get them copied)

• Will they be bringing any guests to the event?

• Would they like to be advised of feedback relating to their session after the event?

It is also a good idea to schedule a call with your speakers in the week before the event to confirm arrangements (and to check they still have the event in their diary!) Send them a copy of the delegate list as well.

The EventOnce the speaker has arrived and completed the necessary event administration you should meet them, introduce yourself (or a colleague as their contact) and take them either straight to the room they are presenting in to check their presentation. They may have a more up to date copy of their presentation so load that onto the laptop

Ensure that your speaker knows the expectations about the event and any important timings. Overall, the most important task is to ensure they are relaxed and at ease, at this is likely to result in a great presentation and happy delegates.

Once the session is over don’t forget to collect formal feedback on the session from your delegates, to help with future event planning. 22

Event Content

Venue Hire - Tel: 01332 810048 Email: venuehire@donington-park.co.uk Donington Park Racing Limited, Castle Donington, Derby, DE74 2RP www.donington-park.co.uk

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More than just a racing circuit, Donington Park is also an all-year-round venue for conferences, exhibitions, trade shows, product launches, private parties and much more. The variety of our facilities means we have something to suit all requirements.

We have various conference suites ranging in capacity from 2 to 800 delegates, so whatever your requirements we can offer you the idealvenue for all your conferencing, events and exhibition needs.

Complimenting our suites, is the Donington Exhibition and Conference Centre, which is the largest facility of its kind in the East Midlands, offering over 4400 square metres of ground floor space enabling a capacity of up to 6000 in a reception layout.

conferences gala dinners product launches trade shows exhibitions weddings

A4 Venue Hire Advert:Layout 1 19/03/2013 13:00 Page 1

Spotlight On...

Spotlight on

Alan Corlett

24

Sales and Revenue Director Principle Hayley

What do you think that the next 12 months hold for the future of conferences and events?

It’s been a challenging few years in the conference industry, however there is still business out there for venues who really understand the needs of their clients and go the extra mile to make their events a success. Conference Buyers will continue to drive for high quality events while retaining excellent value.

What tips and advice would you like to give to conference organisers?

Be clear in your requirements and work with an organiser who fully understands your business needs. Consider value for money versus cost and if time allows, take the opportunity to attend site visits at shortlisted venues. At PH Hotels, we always appreciate the opportunity to showcase our properties, but also as importantly, the people who will manage your event and ensure your objectives are met.

How would you advise conference organisers to add value to their conferences?

Take a partnership approach with a venue who really understands your criteria for success. By asking the right questions and responding

quickly and flexibly, a good venue with empowered organisers, will add value that is relevant and important to you - whether that’s upgrades for key attendees, a Champagne reception to set the tone of a special event or gym instructor to run an energiser session to keep your delegates productive.

What have you been doing to prepare for the future?

We work in a dynamic industry and therefore we are consistently evolving as a business to ensure we provide our customers with the very best service. That means being innovative and investing in our people, our venues and our systems. For example at PH Hotels we offer one of the largest public WiFi networks in the industry. We are also experienced in offering and managing private internet access for clients with either large events, or with events of a sensitive or confidential nature. We continue to invest in this area as the continued reliance upon such facilities is driven by our clients expectations.

We have developed our Tempus Food concept to encourage and promote increased sales in F & B. We also launched Trainers Club to meet the needs and demands of the market place. In terms of our

own product investment, we have been upgrading and investing our IT infrastructure and have extensively refurbished Wotton House to develop the property to its full potential to escalate it to a leading Wedding and Conference venue.

What USP’s do you believe your venue has to help you thrive in the future?

One of our key assets is the fact that we are able to respond quickly and flexibly to client and industry demands and we will continue to do so. Meeting and Training business is our core business and our Inspirational

Training, Tempus Restaurants, One Stop Shop and Grand Spaces concepts are all driven by our mission to be viewed as the “first choice” group by our clients. We have venues in key locations across the country with excellent transport links, so we are geographically well placed to serve many businesses and above all we have the staff with the experience and drive to achieve great results and deliver the attention to detail PH Hotels is known for.

25

We get an insight from Alan Corlett

on the value & future of

conferences

Q&A with Rosemarie ShillSales & Marketing Director at Puma Hotels’ Collection

What tips and advice would you like to give to conference organisers?

Some of the most important tips can be the simplest. For example, book in advance if possible to guarantee availability. Communication is also vital. Share golden keys with events teams to ensure hotel is aware of what is important to you. Be clear and let the venue know what has worked well in the past and what will make your boss happy. Let us know and we will make it happen and, even better, give you ideas to ensure we exceed expectations

How would you advise conference organisers to add value to their conferences?

I would strongly recommend that you use hotels that offer complimentary value added services, for example, hotels that offer free wifi/ complimentary upgrades. Make sure you use all benefits that are offered in the package, for example organisers benefits and added benefits.

Finally I would suggest that you add items that seem to be of high value to the delegate but little cost. Examples would include, register early discount on rate, bringing partners along for free and complimentary Wi-Fi.

What common mistakes or mis-conceptions would you advise conference organisers to avoid?

Attention to detail is absolutely key to a successful event. It is vital to ensure that all aspects of your event are correct and jointly understood by the venue and organiser beforehand to avoid errors/mistakes during the event.

Perhaps most important though is not to assume what is included in the 24hr rates. All hotels are different so it is important to always check for extra costs on things like equipment and Wi-Fi. At Puma Hotels we aim to make this easy by offering a proposal which includes everything you ask for, so you don’t need to worry about extra costs.

What USP’s do you believe your venue has to help you thrive in the future?

We have a collection of hotels with individual distinctive identities each offering meeting guarantees that cover every aspect of the service you will need to make your event a success.

26

Q&A With...

The Old Church, Albert Hill Street, Didsbury, Manchester M20 6RF

Telephone: 0845 351 9917