Meeting Planners Guide The Winston Salem Convention Visitors Bureau

Meeting Planners Guide: The Winston-Salem Convention & Visitors Bureau Meeting Planners Guide is designed to assist the novice, as well as the veteran meeting planner in creating successful events. Included are tips on site inspections, hotel negotiations, catering, safety and much more. There is also information on the services offered by the Winston-Salem Convention & Visitors Bureau that can be utilized when visiting WinstonSalem, the city of the arts. Objectives: When it has been determined that a corporate meeting, association meeting, sporting event or family reunion is going to be held, the very first thing to do is to define the objectives of the meeting*. This will insure that all involved in the planning and implementation process clearly understand why the meeting is being held. Some initial questions to ask include: • • • • • • • • Will participants incur expenses including air fare, hotel rooms, food costs? What are the demographics of the attendees? What time of year is the meeting being planned? What is the budget for the meeting? How many are expected to attend? Is this a mandatory meeting? Are spouses invited? What message is to be delivered to the attendees? * For the continuity and consistency of this guide, corporate meetings, association meetings, sporting events and family reunions are referred to as meetings. Location: Having answered the questions above, total attendance may depend upon what location is chosen. The destination should be attractive to attendees and easy to reach, either by air or car. Select an area that is consistent with the characteristics and requirements of the attendees. Request for Proposal: A myriad of decisions must be made and issues handled for any successful meeting. A request for proposal (RFP) is an excellent next step in the planning process. It’s also a time-saver. The request may be designed any way the planner would like, but generally is most efficient in a checklist format. When completed, the request can be sent to local convention and visitors bureaus, such as the Winston-Salem Convention & Visitors Bureau sales department, where the sales staff can do the leg work for the planner. The sales staff will work with the appropriate suppliers to guarantee the right fit for any meeting. They can check availability of hotels and all public facilities, arrange for and accompany planners on site inspections and block hotel sleeping rooms, meeting space and exhibit space. When developing an RFP it is important to be as detailed as possible. Such details can include, but are not limited to: • • • • • • • • Provide the planner’s organization name and all contacts including name, address, phone, fax and email address. Offer a choice of preferred and alternate dates that the meeting could be held. By offering several dates, the facilities being considered will have more flexibility and may be more inclined to negotiate needed items and services later in the planning process. Relay specifics on the kinds and numbers of sleeping rooms needed including singles, doubles, triples, quads, kings, suites, parlors, smoking, non-smoking and handicapped access. Supply the demographics of the attendees, along with the expected number, the arrival and departure pattern and any history of the meeting. Provide the agenda. Detail all meeting space, set-ups and audio-visual requirements. Determine if outside vendors are acceptable. Outline the food and beverage functions planned in detail. Determine nearby restaurant locations and distance, for use by the attendees when there will not be planned functions. Inquire about gratuities and service charges. 1 • • • • • • • Outline exhibit space if required, the hours and days for the exhibits to be open, all electrical needs, all labor needs, shipping, carpeting, lighting, audio-visual needs, all functions to be held in the exhibit hall and if pipe and drape are needed. “Pipe” refers to the metal tubes that interconnect to form the back-drop and side rails of exhibit booths. Back-drops are usually 10- to 12-feet high and side rails are generally 3- to 4-feet high. “Drape” is the pocketed fabric inserted through the pipe to finish off the exhibit booth that will have three sides, the back-drop and two side rails. Drape comes in a variety of colors to coordinate with most any theme. Determine ground transportation needs including rental car availability and distance to the nearest airport, with availability of shuttles and costs for all. Obtain the methods of payment accepted for all functions. Determine the disaster/fire safety systems in place, who is in charge, how the fire department, police department or EMS are notified and how often drills are held. Find out the policy on room guarantees in case the number of attendees is lower than the number of rooms blocked. Determine if there are any attrition fees or cancellation clauses if the meeting is cancelled. Request a deadline for the return of all RFPs. Convention and Visitors Bureau Services: After the RFP has been sent to the Winston-Salem Convention & Visitors Bureau sales department, they will distribute the RFP information to local hotels and/or the convention center, retrieve the completed information from them and return it to the meeting planner. After all of the RFPs have been returned and reviewed by the planner, sites for the meeting should be narrowed down and it is time to plan for a site inspection. Depending upon how large the meeting is and how long it will be until the meeting is held, more than one visit may be necessary. The Winston-Salem Convention & Visitors Bureau services department is also available to the planner and offers a wide range of products and services including, but not limited to: • • • Provide family reunion checklists and recommended timetables. Assist in obtaining local speakers, entertainers and vendors. Provide suggestions for spouse programs and children’s activities. Learn more about the services department by clicking here. [click thru to convention services information] General Hotel Site Inspection Tips: • • • • • • • • • • • Check the parking facilities to determine if they are well lit, if there is valet parking, if there is an attendant, what hours the attendant is there and what the charges are. Be aware of the general condition of the lobby, locations of restaurants, bars and gift shops when entering the hotel. If staying overnight, note the time it takes guests to check in. Meet the general manager and all managers involved in the implementation of the meeting. Ask about the general economic conditions of the area. Obtain references from planners who have held a meeting with a comparable number of attendees within the last six months. The facility sales department should be able to provide a list of planners with similar meeting specifications. Ask about the staff turnover rate and changes in ownership, management or franchises, either recent or upcoming. Determine if the staff is unionized. If they are, determine when their contract expires. Find out when the facility was built and what, if any, renovations have occurred. Inquire about complete meeting package rates; to include the sleeping room, meeting space, audiovisual equipment and refreshment breaks. Inquire about any special pre-conference or post-conference sleeping room rates available for attendees who may want to attend attractions or enjoy tours that can be arranged through, for example, the Winston-Salem CVB either before or after the meeting. 2 • • • • • Determine if there are other groups meeting at the facility at the same time, who they are and where they are meeting. Observe the meeting space when it’s empty and if possible when a meeting is in progress. Review the dimensions and floor plans of the meeting space, including the chosen set-ups from the RFP. Find out when the meeting rooms will be available for set-up. Determine how and where the lighting and temperature are controlled. Sleeping Rooms: For any meeting, a variety of sleeping room types may be needed. It is important to know that the hotel being considered can provide all of them. • • • • • • • Inspect rooms by category (twin, studio, parlor, single, double, queen, king, smoking, nonsmoking, concierge, club level, suites and handicapped rooms). Insure that the facility is Americans with Disabilities Act (ADA) compliant. Request the check-in and check-out times, and ask if early check-in and late check-out times can be accommodated. Inquire about the air quality, cleaning and filtering. Inspect the room amenities such as coffeemaker, iron and ironing board, computer access, multiple phone lines, minibar, hairdryer, and in-room safe or hotel safe. Observe the room security and if evacuation information is clearly posted. Determine the costs for all types of phone calls including direct and use of phone cards. Hotel Extras: Key factors in selecting a hotel include the meeting objectives, program outline, number of meeting rooms and sleeping rooms, budget, how much free time the attendees will have and how many planned functions there are. The need for extras will vary. For instance, a corporate meeting may have less need for additional shopping and more need for a business center. • • • • Obtain room service hours for those not attending scheduled food and beverage functions or those requiring early morning or late evening service. Check to see if there is a gift shop for attendees to purchase personal items or souvenirs and if there are additional shops for attendees during unscheduled time periods. Determine if there is a golf course, pool, tennis court, spa or health club for any leisure time enjoyment and/or exercise. Check the charges for each. Also determine if there are trails for walking, jogging or cycling. Check the availability of a business center for last-minute changes and/or additions to needed documents, and determine any charges associated with the use of the center. General Convention Center Site Inspection Tips: Depending on the size and location of the facility, many meeting and exhibit needs may be met by an in-house staff. If not, they should be able to refer local vendors. • • • • • • • • Determine the ownership of the convention center. Inspect rooms for movable walls, soundproofing and ceiling heights of 12-feet or higher. Determine if the facility will arrange to have the exhibit hall cleaned before, during and after it is opened. Ask how exhibit materials will be handled from the time they are shipped to the site until they are returned. Check to see if floral arrangements and catering capabilities are available for food and beverage functions. Inquire about professional photographers or videographers that could be available to document portions, or all, of the meeting. Ask if special furniture is available for VIPs or for specific requirements made by a speaker. Research the security procedures including available staff to screen products, exhibitors and attendees entering the exhibit hall and after the hall is closed. 3 • • • • • • Determine if there is professional signage available for last minute changes or additions to the program or meeting events. Check the in-house audio-visual equipment including projection screens (rear and front), podiums, projectors, projection stands, microphones and what other equipment is available. Ask if skirting and cloths for rectangular and round tables, and pipe and drape (to be used to create exhibit booths) can be provided by the facility. Inspect the access to loading docks, loading areas and freight elevators for exhibitor materials. Inquire as to whether the convention center employees are unionized and if so when their contracts expire. Determine the charges for all of the items and services that may be used. Meeting Rooms: Knowing the program, or the content of the meeting, before doing a site inspection is essential to choosing the right meeting rooms. • • • • • • • • • Research the dimensions and capacities of the rooms to determine if they fit the meeting’s program. Note the number and locations of all restrooms and phones. Note the support columns and their locations as they may eliminate some meeting set-ups. Determine if there is an area that can be used as an office and/or storage room in close proximity to the meeting rooms for all materials brought to the meeting, including registration packets. Inspect windows, doorways, alcoves, lighting, built-in screens, staging and podiums that may limit set-up options. Test the air walls to determine the thickness. If too thin, they may allow noises to “bleed” from one room to another. Observe the location(s) of electrical outlets for computer hookups and Internet access that may be required. Inspect the meeting rooms for ADA (Americans with Disabilities Act) compliance. Ask if there is dance floor availability for social functions. Room Set-ups: A variety of set-ups may be needed for any meeting. The way a room is set will have an impact on the success of the meeting. For example, if interaction is the goal, never use a classroom set up where interaction will be considerably limited. Also, be sure the room fits the set-up and the attendees; a room that is too small will make the attendees uncomfortable and a room that is too large will make both the attendees and the presenter feel like the session was not well attended and therefore not a popular topic. Set up all rooms so that entrances are in the back of the room to minimize disruptions from latecomers and people who must leave early. Popular set-ups are: Classroom/Schoolroom: This style is most often used for educational sessions where note taking is necessary or where meetings are lengthy. It is comprised of rectangular tables and chairs facing the front of the room. The tables should be clothed and skirted and no more than two people per six foot table and no more than three people per eight foot table should be seated at each. Allow at least six feet from the front row of tables to the presenters’ area. Banquet Rounds: Banquet round tables are 60-, 66- or 72-inches round. They seat eight, 10 and 12 people respectively. They are most often used for meals but can also be used for meetings as will be outlined later in this section. When being used for any food function, the right-size room is critical. If the room is too small, wait staff and attendees will have difficulty in moving about. There should be four to five feet between each table. U-Shape: This set-up consists of a series of rectangle tables, 18- to 30-inches wide and six- or eight-feet long arranged end to end to form the “U.” It is often used for board of directors meetings and can be constructed to fit any size gathering. It works well for visual aids. No more than two chairs should be placed at each six-foot table and no more than three chairs at an eight-foot table. 4 Theater/Auditorium: This set-up consists of rows of chairs, just like in a theater or auditorium. It is most often used for speeches, general sessions and shows. Depending upon the number to be seated, the size of the room and the stage area, this style can be slightly varied. Instead of just straight rows, the room can be set in a herringbone. Here the first rows of chairs face the stage and the same number of chairs are set to the right at a 45-degree angle. The same number of chairs are set to the left at a 45-degree angle with aisles separating the side rows. Aisles should be at least four-feet wide and rows should be two-feet apart. Conference/Boardroom: Used for small meetings, this set-up is often found as a permanent oval or rectangular table centered in the middle of the room. It lends itself to much interaction and allows surface space for attendees’ materials. Crescent Round: This set-up is becoming increasingly popular. Round banquet tables are used with seating only half-way around the table facing the speaker. The number of people at each table will vary depending upon the size of the table. Generally, five people are seated at a 60-inch table, six people at a 66-inch round table and seven people at a 72-inch table. It allows for much interaction and is used most often for workshops and where note taking is important. Hollow Square: This set-up consists of rectangular tables set together to form the hollow square. 18- to 30-inch wide and six- or eight-feet long rectangular tables are used. This style works for small groups with much interaction and where there are no visual aids, but can be made to fit any size group. No more than two chairs should be placed at each six foot table and no more than three chairs at an eight foot table. Audio-Visual: Audio-visual requirements can be unnerving to planners who don’t deal with them frequently. The first thing to do is to determine all audio-visual requirements from the speakers and presenters. The next step is to include the information in the RFP. After the hotel and/or convention center has been chosen, contact the audio-visual technician at the facility and plan to meet with them during the site inspection. If there is not an in-house technician at either location, the facility contact will know who is used locally. Determine if the technician is unionized, when the contract expires and what constitutes overtime. Attempt to use the technician only during normal working hours, as overtime can gobble up any budget. Review all needed equipment with the technician to insure it is available and obtain charges for all. Plan to meet with the technician prior to all meetings to insure that all equipment is properly set-up and has the needed bulbs, batteries, cords and connections. Run the equipment prior to usage. In general sessions and with important presentations, it is best to have the technician stay in the room for any last minute adjustments or emergencies that may arise. Audio-Visual Pointers: • There are four types of commonly used microphones at meetings. Lavalier microphones are used by those who like to move around as they present—the microphone attaches to the garment of the speaker and can be either wired or wireless. Of course, the wireless will be more expensive. Podium or lectern microphones are exactly what they imply and use a goose-neck microphone for adjustment to height for a variety of speakers or presenters. This style is good for those with notes. Table microphones are just that—they are most often used for panel discussions and board of directors meetings and may be moved among those speaking. Standing microphones are generally used for attendees to ask questions and make comments from the floor of the meeting room. The two most commonly used screens include the tripod and the fastfold. Both can be either rectangular or square and come in a variety of sizes to fit the images they will reflect. The technician can assist in making the decision on which to use and the size needed based on the presentation materials. Keep all graphics simple. It is better to have many graphics than to jam all of the information that is to be presented into just a few. This is particularly important for large audiences. The attendees on the last row will not be able to read a cluttered image. Keep ambient light to a minimum to prevent washing out the image on the screen. If possible, turn off the lights directly over the screen. • • • 5 • • • • Never use a wall as a screen. Often last minute adjustments must be made, and it is much easier to adjust a screen than a wall. If using a laptop computer, know how to turn the monitor port on. It connects the laptop to the projector. Bring the manual; unexpected circumstances on-site may require referring to it. Bring the power cord since each type of laptop has its own. Allow ample time for set-up and if possible do a practice run. LCD (Liquid Crystal Diode) projectors are used for laptop, digital and PowerPoint presentations. If using a laptop, turn the projector on first. The projector and any auxiliary devices should be turned on before the computer. Make sure the proper throw distance, the length of space between the projector and the screen, is used to insure the images fill the screen entirely. 35 mm Slide Projector Throw Distances Lens Screen Width 60” 70” 84” 96” 2.0” 7.4’ 8.6’ 10.4’ 11.9’ 3.5” 13.3’ 15.6’ 18.7’ 21.3’ 4.0” 14.8’ 17.3’ 20.7’ 23.7’ 6.0” 22.2’ 25.9’ 31.1’ 35.6’ 8.0” 29.6’ 34.6’ 41.5’47.4’ 9.0” 37.0’ 43.2’ 51.9’ 59.3’ 12.0” 46.6 54.0’ 64.4’ 73.3’ Overhead Projector Throw Distances** Lens 10.5” 11” 11.5” 12” 13” 14” Screen Width 60” 70” 84” 96” 5.2’ 6.1’ 7.3’ 8.4’ 5.5’ 6.4’ 7.7’ 8.8’ 5.8’ 6.7’ 8.1’ 9.2’ 6.0’ 7.0’ 8.4’ 9.6’ 6.5’ 7.6’ 9.1’10.4’ 7.0’ 8.2’ 9.8’ 11.2’ **Assumes a 10-inch wide stage on projector. An LCD panel or framed transparency with an opening smaller than 10-inches will require more distance to fill the screen. Food & Beverage: Regardless of the budget, food and beverage functions should be pleasant and exciting. They serve as wonderful networking, ice-breaking and educational tools. They can focus on premiering new product lines, showcasing new technology and recognizing outstanding members of the organization holding the meeting. Here are some ideas to assist in the planning of food and beverage functions: • • Theme the event depending upon the location. For example, in Winston-Salem, Southern-style barbecue meals with hushpuppies, slaw and all the fixin’s are very popular. Utilize local talent. Here in Winston-Salem, where Old Salem and the North Carolina School of the Arts are located, entertainment during a function is very feasible and very reasonable. Costumed staff from Old Salem, along with props, can add a real feel for the history of the area. Students from the North Carolina School of the Arts can perform or provide music in any number of styles, whether the need is for classical music or a rock band. Change the venue for one function. During nice weather, a stand-up reception or full-plated meal can be served on the meadow at Old Salem, in the galleries at the Southeastern Center for Contemporary Art (SECCA), the Reynolda House, Museum of American Art lawn or at Tanglewood Park. • 6 • • • • • • • • • • Be aware of choosing menus that will satisfy dietary and religious needs. If there are a number of attendees with these issues, perhaps a buffet, where a selection of items are offered, would be better than a fixed-plated meal. Compare restaurant, room service and catering menus. Occasionally the same items have different prices. For an alternative to an elegant sit-down dinner, try a stand-up reception featuring hors d’oeuvres and offer butler service, where wait staff pass hors d’oeuvres on trays. If a similar meeting has been held in the past, review the history and compare the quantity of food ordered to food consumed and adjust menus accordingly. If there is no history, the catering director should be able to provide information on similar groups. Whether hosting a buffet breakfast or an elegant walk-around reception, put the names of the foods and beverages on tent cards next to them. If serving something unusual, it helps attendees decide if they would like to try the item. At a reception, attendees will be encouraged to sit and eat if there are enough tables and chairs. If the goal is for them to mix and mingle, limit the number of chairs and tables to accommodate 3040 percent of the attendees. Determine if there is another group meeting at the hotel. If they have food and beverage functions, identical menus may be chosen, saving preparation time for the kitchen staff. If the budget is lean, work with the catering director to create cost-effective, yet enjoyable functions. For example, at a reception include lower priced items such as crudités and cheese and cracker trays, or serve a limited number of selections. Have any wine served with a meal poured by the wait staff, perhaps using wine from local vineyards. Review all food and beverage function bills daily. Safety and Security: No matter where the meeting will occur, emergency plans must be in place. Consider these actions: • • • • • • • • • • • • • Obtain the emergency plans from the facility for all emergencies, including the location and distance to the nearest hospital and where alarm systems are tapped into, for example, the fire department, police department and EMS. Determine the number of security employees, their training and if there is 24-hour coverage. Determine evacuation routes, alternate airports and alternate transportation sources. Create an emergency plan team. Include the plan in the registration materials for key meeting personnel and distribute it on-site. Include the plan in general session comments. Keep a complete rooming list with all attendees, updating it daily. Have internal emergency notification procedures in place. Monitor more than one news source prior to and during the meeting and conduct briefings as needed. Stagger staff traveling patterns. Confirm all hotel and/or exhibit hall contacts and how they are to be reached; by cell phone, twoway radio or pager. Determine if hotel and/or exhibit hall staff know CPR. Question anything suspicious. Tips, Gratuities and Service Charges: • Tips are given by the meeting planner at the conclusion of the meeting. They can be given to any and all staff members that the planner feels have gone above and beyond in their duties. The only exclusion is managers. They are not generally tipped for their work. Most hotels and convention centers allow tipping, but it is best to confirm that the practice is acceptable. A dollar amount per attendee may be allotted for tips or a set amount per staff member may be budgeted. 7 • • Gratuities are used by some facilities to insure that staff will be “tipped.” They may be automatically added to bills. If gratuities are added, there is no need to tip staff unless their service has been exemplary. Service charges are mandatory and automatic amounts added to bills to defray labor costs. If a service charge is added to bills, there still may be a need to tip deserving staff. Policies vary on gratuities and service charges from facility to facility and it should be determined if they apply and if so, how much, in the RFP. Let the Negotiations Begin: Hotel negotiations can be “win-win” situations when both the planner and supplier enter into them sincerely. Some things to know before entering into any negotiations: About The Group: • • • • • Know the history of the room pick-up, the number of sleeping rooms actually used at a similar meeting in the past, or if it is a first-time meeting, use the number of expected attendees. Detail special requests for VIPs or the group as a whole, such as suites for speakers and ADA compliant sleeping rooms. Monitor the arrival and departure pattern, including days and times of day for attendees. Obtain the overall value to the hotel regarding revenue and repeat business. Know the meeting space required and its ratio to sleeping rooms. About The Hotel: • • • • • Determine the peak (busiest) and low (slowest) seasons; booking the meeting during a low season could bring down the room rate. Evaluate the importance to the hotel of transient business versus group business. If they are geared toward transient business, they may not be able to fit the meeting specifications. Determine the ratio of meeting space to sleeping rooms. Compare the walk-in (or rack) rates to corporate rates and standard group rates. Compare the rates of comparable hotels in the area for similar meeting space and sleeping rooms. Negotiation Items to Consider: • • • • • • • • • • • The number of complimentary sleeping and meeting rooms based on the number of attendees is a common item to negotiate. Consider that upgrading standard sleeping rooms to concierge or club level may be negotiated. Attrition and cancellation policies can be customized from standard contract forms. Determine if the hotel will provide complimentary table centerpieces or props if food and beverage functions are held. In-room amenities and in-house services, such as welcome gifts for the attendees or complimentary newspaper delivery may be provided by the hotel. Establish a cut-off date for reserving sleeping rooms that is longer than 30 days from the event as it may allow the hotel to book another group on short notice. Negotiate a separate check-in desk for attendees. This will expedite check-in and make the attendee feel special from the very beginning of the meeting. Question if a discount for early payment of the master account, (the account covering all charges incurred during the meeting) instead of their usual payment schedule is possible. The complimentary use of two-way radios to communicate with hotel staff and the planning staff are often included in negotiations. Negotiate meeting space rental rates, if not made complimentary. Inquire if the use of complimentary unoccupied hospitality suites in the hotel may be used for social functions where hotel provided food and beverage will be served. 8 Insider tips about negotiations: • • • • • • • • Prioritize what items or services are most important in the negotiations. Be flexible. Know the value of the meeting to the hotel and/or convention center. Ask for what is needed, not all that is wanted. Based on the number of attendees and sleeping rooms occupied, some catering may be upgraded or added at no charge. Low season and holiday meeting dates will go a long way, if the attendees will go for them. Determine the complimentary meeting room space and sleeping rooms the hotel is willing to give. The more sleeping rooms needed, the more likely complimentary meeting space and sleeping rooms will be available. Moving the meeting back or forward a few days can prove to be a negotiating point, if it helps the hotel fill rooms when they would not have filled them otherwise. The “Pre-Con” and the “Post-Con”: The pre-conference meeting, or “pre-con” is a dress rehearsal for the meeting. It should occur within 24-72 hours prior to the arrival of the first attendees. At this time, the planner should meet with the managers of all departments of the hotel including the general manager, sales, food and beverage, audio-visual, housekeeping, front desk, set-up and accounting managers. Any outside vendors should also be in attendance including ground transportation, outside audio-visual and decorators for example. Appropriate CVB sales staff attend this meeting too. Every detail of the meeting from arrival to departure should be reviewed and agreed upon by all. Conducting the meeting will insure a more smoothly-run meeting and minimize any challenges during the meeting. If a convention center or other outside venue is used, separate “pre-cons” should also be set up with them including all of their managers. The purpose of the post-conference meeting, or “post-con” is much like reviewing a play. It should include all of the people involved in the “pre-con” and should outline in detail all aspects of the meeting including room pick-up and number of attendees, food and beverage, audio-visual and all other costs. The “post-con” creates the history of the meeting to be used as a benchmark for all future meetings. 2/16/05 9