The Phoenician Resort Essay Research Paper INTRODUCTIONHow — страница 2

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meeting room set up with water service, refreshments, writing tablets and pencils, hotel participants convened prior to the arrival of the guest/group representatives. Resort staff members resembled cast performers in a long running Broadway play, made up to appear larger than life in the production they were about to take part. Fashionably dressed in conservative business attire, well groomed, and with bright, attentive gazes, each participant arrived well versed with the Group’s Resume, as well as the Time and Event Schedule for a! total of 182 individual events, each of which had been distributed to the departments prior to the pre-conference meeting. At the formal start of the meeting, Mr. Steve Therriault, Convention Services Manager, introduced Ms. Wendy Shapiro as the

guest/group representative for the IACVB, and he introduced the local representative from the Phoenix Convention and Visitors Bureau. Ms. Shapiro profiled the IACVB as a global organization, representing more than 415 member bureaus in 28 countries. She related that the organization was founded in 1914 to promote sound professional practices in the solicitation and servicing of meetings, conventions, and tourism, and Ms. Shapiro characterized this year’s annual convention at The Phoenician as both an educational and social gathering of IACVB members. After the introduction, each attending Resort staff member individually welcomed Ms. Shapiro and introduced himself/herself, and each member identified his/her area of responsibility. Following formal introductions, attentive

Resort staff members began an interactive discussion with Ms. Shapiro to clarify and resolve any outstanding issues relative to their department prior to the conference’s commencement. Due in part to her several years’ past experience in convention planning, Ms. Shapiro was able to masterfully convey the group’s expectations to The Phoenician Resort staff members and relayed intricate details from previous conferences that gave an insight into what The Phoenician Resort staff members’ specific areas may experience during the event. Prior to the close of the pre-conference meeting, Mr. Chance Carpenter, The Phoenician Audio/Visual Manager, presented four two-way radios as a value-added communication tool for Ms. Shapiro to use during the conference. In addition to enabling

key members of the IACVB group to communicate with each other on a private channel, IACVB members were informed that they would also be able to communicate with the Convention Services, Audio/Visual, and Butler Services Departments. Finally, several Resort staff members confidently assured Ms. Shapiro of the eminent success of the IACVB’s conference, and the pre-conference meeting was concluded. Throughout the pre-conference meeting, Resort staff members consciously conveyed to Ms. Shapiro The Phoenician’s goal of providing unparalleled luxury service, through their verbal and non-verbal communication, as well as in the preparation of written communication. Pre-Event Banquet Briefing Continuing to focus on the written, verbal, and non-verbal communication within the

Convention Services and Banquet Operations Departments, I attended a pre-event banquet briefing with The Phoenician management and Resort employees who would be preparing for one of the evening events during the IACVB conference. Short and direct, the purpose of the briefing was to communicate to the banquet staff the specific details of the event, just prior to the set up of the event. With the Time and Event Schedule in hand, each employee was given final instructions in the areas of banquet area set up, guest seating arrangements, audio/visual requirements, and bell captain duties. The Banquet Set Up Manager, Jay Kriske, directed the pre-event banquet briefing. While Mr. Kriske formally outlined the details for the Wednesday evening gala reception dinner, banquet set up

workers utilized active listening skills to confirm and clarify issues relative to their portion of the set up. At the conclusion of the short briefing, banquet set up workers sprang into action to complete their required tasks. In teams, crew members worked on the various set up arrangements, their parts also well rehearsed in this production. With the proper written communication tools, the Time and Event Schedule, the banquet set up manager was well prepared with the details of the evening’s event. Through his direct manner of verbally communicating to his banquet set up workers, the customer’s needs and expectations were successfully relayed for implementation. Customer Feedback The Phoenician has no formal mechanism for customers to evaluate the Resort upon the