Prevue September-October 2016 - 54

IRF/Prevue Study 3. Challenges in the Planner-Hotel Relationship For planners, hotel fees were at the top of the list. Many referred to being "nickeled and dimed"; as one put it: "Hotels need to train their sales managers to fully understand hard and soft costs. It costs the hotel pennies on the dollar, compared to what it actually costs the client, for the same service." Those fees can be the tipping point for associations. Said one planner respondent. "When a hotel is able to negotiate things like parking fees, resort fees and internet fees that would normally add to the room cost, we are more able to work with them. We almost always end up spending the money we saved on F&B, AV or other amenities, but it helps to keep the room cost down, especially when guests are paying for their own rooms." E-RFPs have also de-personalized the site selection experience and rank high on the list of frustrations for both sides. Planners feel hotels often don't review them thoroughly, take the time to understand their needs, or reach out personally to see if there is any flexibility on dates or other concessions that can be made before responding with a no. "Call me 'Old School' and inefficient, but I prefer to send customized event details to an actual human rather than making my meeting details fit into a pre-determined set of boxes and sending it off into the abyss," said Meghan Schilt, CMP, events manager, King & Spaulding. "Not to mention that in this current environment, meetings are being boiled down to numbers. In some cities, to give my meeting a fighting chance at getting preferred space, I need to rely on relationships." Response times are a complaint on both sides, but the biggest issue is the breakdown in communication. "The hotels I often give Top Concerns Over the Next 2-3 Years: PLANNERS: safety & security concerns * budget cuts * finding quality people * the seller's market * response times * accuracy of requests * increasing costs * lack of creativity from vendors and hoteliers * shorter lead times * lack of availability at preferred properties HOTELS: lack of buyer loyalty * clients' budgets are not increasing * lack of clear communication and vision from the clients * international problems such as terrorism and health concerns * unions * increasing number of RFPs * the acceleration of change and the need to keep up * lack of capacity 54 | prevuemeetings.com TOP 5 Challenges: PLANNERS ➊ Fees (internet, resort fees, AV, etc) ➋ Salespeople who have not been to the requested property or know it well ➌ Lack of loyalty and acknowledgement for repeat business ➍ E-RFP systems ➎ Delegating the site inspection, making it too long or too short, or not customizing it to the program HOTELS ➊ E-RFP systems ➋ Lack of information to showcase creative F&B offerings ➌ Not allowing us to delegate the site inspection, or not leaving the adequate amount of time or not giving us enough information to customize the inspection for the program ➍ Fees (internet, resort fees, AV, etc) ➎ Lack of loyalty to the salesperson or program the business to are the ones who pick up the phone to discuss flexibility, priorities and key objectives-those elements aren't always made clear in an RFP," said John C. Touchette, CMP, vice president global meetings, events and trade shows, Raytheon. 4. Issues in Execution The pressures on both sides-planners and hoteliers-are enormous, as was revealed in the comments they shared when asked about the top issues affecting their ability to do their jobs. Much of this has to do with the pace of change and with technology replacing relationships and roles. Overriding all concerns for planners is the seller's market. Supply and demand has always influenced the buyer-hotelier relationship, but after having given hotels business through a lengthy recession, some planners feel they are being treated unfairly now. "I need to see more flexibility and assistance in placing my meetings. It's a seller's market right now, but that will change and they will need the business. If a hotel partner is helpful right now, that planner will remember him or her when the economy changes," said one planner. http://www.prevuemeetings.com

Table of Contents for the Digital Edition of Prevue September-October 2016

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Prevue September-October 2016 - T1
Prevue September-October 2016 - T2
Prevue September-October 2016 - No label
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Prevue September-October 2016 - S1
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