Chapter 10 The Service Function

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Chapter 10The Service Function
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What is the best way to advertise your property
to perspective clients?

• Word-of-Mouth
• Nothing attracts new business better than a
  satisfied customer.
• How?
• Well trained, service oriented staff
• Sell reassurance to the meeting planner

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Convention Service Manager (CSM)

• Other Titles
• Banquet or Catering Manager
• Conference Coordinator
• Service Manager
• Has complete authority and responsibility for an
  entire meeting
• The single communication link between the meeting
  planner and the hotel

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Convention Service Manager (CSM)

• May oversee line departments
• Long hours They never go home
• Gratuities or perks
• Come through Banquets or Front Office
• Advance to
• Convention Sales Promotion??
• Resident Manager

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Transfer from Sales to CSM

• The salesperson may wine and dine me, but I am
  married to the CSM during my meeting
• Transfer depends on
• Meeting planners preference
• Size type of meeting
• Amount of lead time
• When
• During the site inspection
• Right before or after the contract is signed
• One year before the meeting

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Overview of CSMs Role

• 1. Review information once a group is booked
• 2. Make initial contact with meeting planner
• Gather info on
• Reservations
• Program
• Billing
• 3. Tracing
• Communication with meeting planner to build trust
• 4. 6 months prior to the event
• Interview with planner to iron out details
• Reservation requests mailed to attendees

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Overview of CSMs Role

• 5. Monthly Pre-convention meeting
• Spec Sheets are reviewed with Dept. Heads
• 6. Two days prior Pre-con
• Program is previewed with planner and staff
• 7. During the convention
• CSM is on property as much as possible
• 8. Post-convention meeting
• Sales, CSM and Planner
• Review meeting and ask for rebooking