Chapter 10 The Service Function

1. Chapter 10 The Service Function Convention Management and Service Eighth Edition (478TXT or 478CIN)

2. Competencies forThe Service Function • Describe the importance of serving convention groups well, and discuss who should coordinate hotel service to groups. • Describe the duties and responsibilities of a convention service manager. • 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)

3. Competencies forThe Service Function (continued) • Identify issues related to the transfer of responsibility for servicing a group account from a hotel salesperson to the convention service manager. • Describe the role of the convention service manager in meeting planning, execution, and evaluation.

4. 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

5. 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 (continued)

6. Servicing Small Meetings (continued) • Other chains followed suit:  Hyatt: Hyatt Meeting Connection Manager Hilton: Hilton Direct Sheraton: Sheraton’s One-Stop Program Renaissance: Meetings Express Westin: Westin’s One Call Omni: Omni Express Wyndham: Wyndham One • This is an ideal entry position for college graduates

8. 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

9. 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 (continued)

10. Convention Service Manager (CSM) (continued) • 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

12. 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 

13. 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) (continued)

14. Convention Service Staff (continued) Floor manager • Oversees housepersons • Responsible for service and setup of function rooms and F&B functions Housepersons (setup crew) Director of exhibit service Function book clerk • Works with CSM, sales staff, and catering Convention service secretary • Performs secretarial duties for convention service department

16. 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

17. Factors in Deciding When to Transfer Responsibility for Planner • Meeting planner’s preference • Size of meeting • Type of meeting • Amount of lead time • Trust

18. The Four Common Times for the Transfer • During site inspection • Right before the contract is signed • Immediately after the point of sale • One year before the meeting

19. 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