Successful Meetings - September 2008 - (Page 50) Convention > Where All That Glitters May Bring Gold Centers GETTING RALEIGH PREPARED Raleigh sees its new center as both the culmination of its decade-long road to revitalization, as well as a stepping-off point in a new period of civic pride and allure for group business. As Denny Edwards, president and CEO of the Greater Raleigh Convention and Visitors Bureau, puts it: “The opening of the convention center is creating a lot of enthusiasm, but the key to success here is getting Raleigh prepared to host these groups.” And preparation there is. New signage is being installed downtown to direct both pedestrians and traffic as part of a “Wayfinding” program. A new downtown shuttle program featuring hybridfueled buses offers free-of-charge transportation for convention delegates. And a visitor information center has opened two blocks from the convention center to aid attendees with maps, directions, and information. Perhaps more importantly, a customer service training program developed by the North Carolina Restaurant and Lodging Association together with professors from a local community college held its first classes in July. The course is aimed at frontline personnel in hotels, museums, the airport, and restaurants—“anybody who touches our visitors,” says Edwards. “We also hosted a town-hall meeting in August, inviting everyone in the retail business community to talk about the convention market, and to let them know when groups will be arriving,” he adds. “We want to ensure that everyone is fully staffed; if a convention is coming for four days beginning on a Tuesday night, for example, we want to make sure the bars and restaurants are well-prepared, and the attendees are welcomed.” Following the lead of other communities, Raleigh has instituted a “Connectors” program, working with local business leaders and the experts within the Research Triangle to lure meetings and convention business within specific industry groups. “The health and medical market, science and technology, and higher education seem good for us here,” notes Edwards. He adds that Raleigh, as the state capital, also hopes for state association business. To encourage national associations to make Raleigh a stopping point, the CVB opened a sales office in Washington DC last April. “The new convention center is going to change the downtown face of Raleigh,”
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