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1. A common irritation among planners is a low advertised room rate with multiple resort fees or surcharges added on later. If possible, list room rates that are inclusive of all charges, so planners know right away what they'll really be paying. Be sure to disclose these charges in the fine print.

2. Social media is everywhere these days, and you can embrace the capabilities to create additional interest in your property. Consider posting news about your property as video podcasts.

3. Union strikes seem to always be a possible concern for some areas. If one occurs that affects your property, be proactive in communicating potential challenges to planners who have meetings or events booked with you. Planners will greatly appreciate hearing the news from you first, rather than from the next big headline.


4. When was the last time the "unseen employees" of your property were recognized and thanked for their service? Kitchen and administrative staffs, among others, do not typically have front-line contact with guests, but they are still essential to operations. Make sure they know they are valuable, too.


5. If a guest is injured or becomes ill onsite, do you focus on the person or the paperwork? A bit of genuine human kindness, such as personally driving the individual to a local hospital or calling the room to check on him or her, will go a long way in smoothing over the incident and leaving the individual with a good feeling about your property.

1. A large percentage of meeting and event planners rely on CVBs to provide them information about lodging, dining, attractions and other aspects of a city. Some CVBs only promote their member properties. If you have not already considered partnering with a local CVB, you might look into the benefits and advantages.


2. If possible, look into methods of visibly partnering with planners on your property's website. You can integrate a calendar of upcoming events at your property, provide a reservations booking page specific to each scheduled event, and much more to support your in-house events.


3. As many meetings industry professionals make the move toward green practices, many properties that do the same are gaining favor. It doesn't require a major renovation; take a close look at your property's practices and identify the low-cost areas in which you and your staff can conserve. You might be surprised at the number of opportunities you find!


4. Philanthropic outreaches of meetings and events are almost always appreciated. Consider partnering with a local food bank (find one through America's Second Harvest) to donate leftover food from events held at your property.

5. Benchmark Hospitality International has indicated that teambuilding is on the rise. Consider reassessing your property's teambuilding options and devise creative new ways to help planners get their team members involved.

1. As everyone becomes busier, communication becomes more and more essential in business relationships. Remind sales staff that extra time they take in responding to RFPs might make the difference between getting more business and getting their message deleted.

2. A common planner complaint about national sales reps is that they are often personally unfamiliar with the properties they are selling. If possible, invite your chain's national reps to visit your property.

3. With greening of meetings and events now one of the top trends in the industry, unsolicited mailers are unwelcome to many planners. Before doing a direct mail blast, consider calling your planner contacts and inquiring as to how they prefer to receive such materials. Many might appreciate the personal gesture, and you might find many would rather hear from you by email.


4. If a property staff member has made an error, it is best to own up and compensate as soon as possible. Planners, in particular, understand that there are times when things just happen. If the problem is "fixed" to their satisfaction, they could become even more loyal customers than they would have otherwise.


5. For many planners, unauthorized charges to master accounts can wreak havoc with their accounting departments. To help ensure accurate accounting and faster payment, clearly communicate the identities of those who are authorized to make charges to everyone on your staff who is involved with a meeting or event.

1. Information overall has become an on-demand commodity. Take a critical look at your website to determine if all information is arranged in an easily-navigated, logical sequence and all links are obvious and self-explanatory.

2. To be certain that all visitors to your property website are seeing the same thing, insist that your designer test the site in multiple browsers. Different browsers can display wide variations in site design and even interfere with site functionality.

3. All pertinent information, links or buttons on a webpage should be visible "above the fold." Visitors to your site should not, for instance, need to scroll down to find a "reserve room" button. Tools such as this should be conspicuously located at the top of the page, where they can't be missed.


4. Consider adding widgets to your website that display interesting real-time information about your destination. Many widgets can be downloaded for free and can display such items as current temperature, time zone, local news highlights and much more.


5. All terms and conditions of an online booking should be disclosed prior to a reservation confirmation. Visitors to your property website will be frustrated, to say the least, if they go through the process of booking a room and only discover additional charges once they receive the "reservation confirmed" email.

1. Social media tools available online these days have opened up the doors to a whole new array of inexpensive marketing activities. Consider the many possibilities offered at low or no cost and determine whether it might be beneficial to explore some of these options.

2. Some online networks have been developed specifically for professional purposes. LinkedIn.com and Plaxo.com offer free resources for staying connected with colleagues and peers.

3. Blogging has become one of the hottest trends in internet usage, and has caught on as an effective marketing medium. Sites like Blogger.com provide free tools to get blogging, which can aid you in getting out the word on new initiatives, products, property news and more.


4. Online video has become another viable way to spread visual promotional messages throughout cyberspace. Trendy marketers are now using sites like YouTube.com to circulate television-quality messages via free distribution channels.


5. Making connections is the name of the game all around the online marketing gamut. Even MySpace.com, traditionally populated by college students and young adults, has seen a hip new business face emerge, with many company profiles now posted for free.

1. It is important to be aware of how your property's online presence is impacting viewers' impressions. Do you know what reviewers are saying about your property? A simple, occasional Google search might reveal a gold mine of information.

2. Make sure your property's online reservation system operates in real-time. Availability information should update on a continuous basis, and many people expect an instantaneous confirmation of their reservations.

3. Risk management and contingency planning are high on the list of hot topics for meeting and event planners these days. Do your staff members know the local emergency phone numbers, the distance to the nearest hospital or the property's method of notifying guests of an evacuation? These are questions typically asked by many planners.


4. As the world continues to become more digitized, remember that a real human voice answering a phone has become akin to a luxury. Automated phone systems are an oft-lamented annoyance for many people, and reaching a human is an experience likely to be appreciated.


5. Try to monitor current trends and stay on top of how they might impact your property's business. Recent gasoline price hikes, for instance, have the potential to reduce travel. Rebates are one popular method some properties have implemented to balance this equation.

1. Take a good look at your online reservations system and how it functions. Go through the process yourself from the standpoint of someone who is unfamiliar with the system. Does it work the way it should? Is it fast and easy to accomplish what's needed?

2. Apply this test to your front desk and sales department service, as well. Are all reservation and booking processes user-friendly and expedient? If you hit snags, so will guests and planners.

3. Try this principle out on your competitors, as well. How do their systems work? What are they doing that you're not? Are you ahead of the game, in line with current offerings or lagging behind? You won't realistically be able to gauge your systems unless you know where you're at in the market.


4. Always lead by example, as if someone were always watching you - because your staff might be doing that very thing. Do you greet every guest or client with enthusiasm, or do you mutter about the bother of dealing with them? Management's behavior sets the culture of service among employees.


5. Listen to the guests or clients who make complaints. Decide what changes you can implement to eliminate the circumstances causing those complaints. Chances are that behind every complaint lies valuable advice on how to improve.

1. The quicker the resolution, the more satisfied a guest or client will be with the solution. If staff members have to go through a chain of command to obtain permission to offer a solution to an individual's problem, the solution will be longer in coming.

2. Empower your staff to be able to handle any need, request or complaint from guests or planners. For instance, put in place a specified dollar figure worth of concessions staff can go up to in order to appease an unhappy guest.

3. Encourage your staff to always seek out new expertise on your property or destination. Knowledgeable staff who can offer conversation on a property's history or area attractions can make a connection with guests and planners, whereas an "I don't know" in response to a question might limit their appearance of competence.

4. No one gets up in the morning planning to go to work, be in a bad mood and perform to low standards; it's often the work culture that causes this. In order to encourage more courteous and friendly service from your staff, establish a "no negativity" rule among employees - and don't be afraid to nip negative behavior in the bud, on the spot.

5. Always be sure everyone on your staff is on the same page in regards to changes at your property. If a change of ownership or flag is in the picture, for instance, make sure everyone knows and understands the changes so they can answer outside questions with authority.

1. You want more than just "warm bodies" manning your front desk and dealing with your guests. Periodically review your customer service training procedures and ensure a system is in place to hold staff members to established standards of service.

2. Properties that embrace the technology needs and expectations of travelers have a step up on their competition. If you haven't already, consider offering internet access onsite. This has become a commodity most assume will be available.

3. Take advantage of technology to streamline your own processes. More and more resources are available online every day. Consider looking into available webcasts or webinars for training or learning purposes.

4. As popular as online business has become, don't forget the personal touch. Follow-up phone calls and personalized thank-you notes still count, perhaps even more nowadays. Planners who book with you will appreciate the gesture and might look forward to doing business with you again.

5. Reach out to meeting and event planners on your property website and in marketing materials. Rather than a generic message, include targeted sections dealing specifically with meetings and events.

1. Develop a "yes, we can" culture among all of your staff members. Train employees to greet every request or challenge with a smile and an affirmative - and then work together to accommodate the request.

2. Know who (and how) to call. If a planner will need to speak to different departments for different aspects of a meeting or event, make sure all staff members have an updated list of department contacts on hand so they can provide the needed information quickly and conveniently.

3. Make sure all of your property information is available in multiple formats for planners' ease and convenience. Some people like information mailed to them, some prefer browsing websites and some like a downloadable pdf they can keep on file.

4. Protect planners from surprises - summer is often road construction season. If a detour or other road work might affect your property, take an extra step in customer service and provide details to planners that they can share with attendees prior to the meeting dates.

5. If a planner books with you, try to make time to appear onsite during the meeting or event. Many planners appreciate face-to-face contact, and your gesture of checking in to ensure everything is all right will give them a chance to offer valuable insight into your property.

1. To avoid delays in final payment following a meeting or event, schedule daily master account reviews with planners. This will assist in ensuring there are no errors, and planners will appreciate your time and efforts toward accuracy.

2. When possible, respond to online RFPs with a personal phone call rather than a form email. People enjoy interacting with real, live other people, and this gesture may help form the basis of a good business relationship.

3. As an alternative to sponsoring the same old giveaways, consider making charitable donations in the name of meeting or event organizations. Publicize this at the meeting or event in question. Many people believe strongly in giving to those in need, and will appreciate a meaningful contribution.

4. When designing your property or service website, keep in mind that many viewers have different browsers, connection speeds and internet capabilities. Sites that are heavy on graphics such as large or high-res photos or those incorporating a lot of Flash can be next to impossible for some users to view.

5. If meeting or event attendees are to be responsible for certain incidentals during their stay, be sure to communicate this fact upon check-in. Although the planner has probably already notified them, a fresh reminder may help to avoid any disputes over charges.

1. The meetings and hospitality industries are relationship industries. Planners generally like to know the people they're working with. Try to involve all major players such as convention services managers, food and beverage directors and activity directors in site inspections so planners can get a "feel" for the staff.

2. Industry reports show planners are turning to the internet more than ever for information on venues, speakers and services. Consider adding podcasts to your website to facilitate online research for planners.

3. Be proactive during site inspections and invite planners to view areas such as the kitchen or laundry facilities. Some properties consider these areas off-limits, but many planners appreciate the "behind the scenes" perspective they provide.

4. Environmentally friendly meetings are on the rise and many planners are looking for green practices at meeting facilities. Don't wait for them to ask - there are many relatively easy, inexpensive ways to "go green," such as implementing a linen reuse policy.

5. Personal attention and flexibility are two of the virtues most planners value most. Don't quote the "same old, same old" for each meeting or event. When discussing a planner's needs, always be on the lookout for areas you can add unique impact within the planner's budget.

1. Media coverage is a great way to increase awareness of your property and enhance your professional image. Go beyond the press releases and make yourself available as an interview source. Those who are quoted frequently in industry magazines are looked upon as experts in their fields, and editorial exposure serves as free publicity for your property.

2. To help increase your search engine rankings, initiate a link exchange between your property and popular area attractions. When other sites link to yours, it increases your site's credibility in the eyes of search engines.

3. If you're working with an inexperienced planner, don't be afraid to gently educate him or her on items he or she may be unaware of. This will not only increase the planner's knowledge of all that goes into a meeting, but will make you look like a hero.

4. Don't dismiss the power of personal appearances at industry tradeshows and events. The meetings industry is based on a foundation of relationships and word-of-mouth. Take advantage of networking opportunities, but don't just pitch your elevator speech - actually get to know the people you're working with.

5. Mistakes do happen - it's how they're handled that makes the difference. If you or someone on your staff flubs up, own the mistake and inform the planner as soon as possible. Honesty and responsible action will go a long way in preserving your relationship with a planner despite a mistake.

1. The layout of a meeting room can greatly affect attendees' meeting experience. Know and understand the different types of room sets and how they affect audiences. Then work with planners to understand the atmosphere needed and the best way to provide it.

2. When possible, offer planners options when responding to RFPs. Take a good look at the planner's needs and proactively offer advice on better dates, better combinations of space or service or other beneficial elements.

3. Some planners don't have the budget or the time for a personal site visit. Informational materials should serve as the next best thing. Include photos and detailed information on meeting space, food services, technology, etc. There's no such thing as too much information when it comes to exploring a new site.

4. For meal functions, clearly communicate any special diet needs among all involved parties. Planners, banquet captains, caterers, chefs and servers should all be on the same page and know how to identify attendees with special diets and how to ensure their needs are tended to.

5. Make sure front line staff are empowered to handle complaints in measures that are satisfactory to guests. Staff members who don't know the extent of what they are allowed to do for unhappy guests are likely to frustrate them more, rather than smooth things over.

1. Make sure everyone on your staff is familiar with ADA requirements and appropriate behavior. Facility personnel who are well versed in special needs can greatly enhance the experiences of those with disabilities.

2. Not every individual tasked with planning a large gathering is a meeting planner. For those who may be inexperienced or overwhelmed by the process, offer helpful planning tools on your facility's website such as timelines, budget calculators or room set guidelines.

3. It's often said hospitality personnel who know "both sides" of the industry are best prepared to negotiate on meetings. When recruiting new staff for your property, consider those with planning experience as positive candidates.

4. Studies show sample menus are a boon to have on your facility's website to demonstrate restaurant or catering capabilities. However, most planners are in need of some customization for meeting menus. Offer a taste of what you've got, but always be prepared to be flexible with food.

5. Encourage your staff members to always be on the lookout for unique ways to utilize your property. Many planners have held the same reception in the same ballroom for the same meeting for years and years - don't be afraid to suggest a new way to use your venue!

1. Do you know what kind of service guests receive when calling your property for information? Consider taking a "secret shopper" approach to evaluate and critique front desk staff to ensure guests always hear what you want them to hear.

2. Personalized attention to detail is essential when responding to RFPs. Planners want to know if your destination can meet all their specific needs, and appreciate it when each item in the RFP is addressed the first time around.

3. Many properties now employ professional planning staff to assist with onsite events. This provides a welcome partner for experienced planners and a huge helping hand to those with less experience, contributing to the success of each event.

4. Partnerships with other facilities in your community or area can create great opportunities for bringing in group business. For instance, discounted group rates to a local attraction with a meeting booked at your property may attract a budget-conscious planner.

5. Direct mail marketing is an expense that just keeps growing. If you haven't already looked at email marketing as an alternative, you should - it's one of the fastest and least expensive mediums out there and can draw potential business right to your website and into your destination.

1. Meeting planners are doing more online venue research than ever. Make sure they can find your property - if your website doesn't come up on the first few pages, you may never be found. Website optimization is the key.

2. Don't let your meeting planner partners be surprised when they arrive onsite for a meeting. As soon as you're aware of any renovations, construction or changes of ownership within your property, contact planners who have a meeting booked with you and let them know.

3. Stay abreast of events or festivals happening in or around your destination. Fill meeting planners in on events or festivals taking place over desired dates that may help or hinder their meetings.

4. Customer service is just as essential for seasoned sales pros as for front desk staff. Always return calls and email as promptly as possible to foster positive relationships with meeting planners.

5. To make your online RFP process easier for planners, try breaking it up. Different pages with different information categories that allow planners to save their work and return later may be helpful.

1. They say a picture is worth a thousand words. Put your property website to work for you by showcasing a gallery of images for meeting planners to peruse. Large, colorful photos of meeting facilities and onsite attractions are helpful in preliminary property research.

2. Honest employee evaluations are essential in the hospitality industry. "Taking it easy" on staff members rather than addressing issues up front will not improve their performance, and will not improve your guests' experience, either.

3. To avoid turnover, consider investing in continuing hospitality education assistance for employees. Advancement opportunities will serve as an incentive for employees to stick around, as opposed to a "dead-end job" perception.

4. When working with meeting planners, sales staff should be trained to take a personal approach. They're more than order-takers; sales staff should identify specifics of each meeting and devise unique ways for the property to exceed expectations.


5. Studies show meeting planners appreciate post-event follow-up and communication from facilities. Make the extra effort to seek feedback from meeting planners, listen to their concerns and find ways to increase loyalty to your property.

1. Instruct your staff to always be promoting your community and area. They can do this by "talking up" local events and attractions with guests as they're checking in or checking out.

2. Take it easy on housekeeping staff and add to your guests' experience. Consider offering a hospitality lounge for incoming guests with complimentary refreshments and snacks, which will give housekeeping a little extra time to clean "rush rooms."

3. Front-desk personnel make the first impact on guests and often leave the last impression of your property. Train these staff members to give full attention to guests in the vicinity; chatting and gossiping with coworkers while guests are nearby should be strongly discouraged.

4. Don't let hotel staff be "put on the spot" by questions from guests or meeting attendees. Every employee should be familiar with area attractions, events and business locations that might be of interest or use to visitors.

5. Don't restrict meeting planners to a generic online RFP form. Many meetings or events require unique specifications that can't all be included in the "miscellaneous" column. Planners should have the option to submit their own RFP form if desired.

1. To create new buzz, set up a blog dedicated to your property. Here you can post teasers about upcoming changes or events, broadcast news about your property and staff or even encourage discussion with your guests through a comments section or forum, all in an easily accessible, interactive online environment.

2. If you're looking for help, your current employees are a great source for new recruits. Offer a signing bonus to your current employees for any new employees they bring to your facility.

3. Vacation travelers may be a great source for future meetings business. Include meeting space information in all guestrooms that invites your guests to bring their company's meeting to your property.

4. When customers are on hold waiting for a representative, take the opportunity to inform them about your property. Rather than the customary elevator music, play a recording that names off your property's amenities or awards.

5. Make sure your staff has basic knowledge of the community in which your property is located. This way, meeting planners or guests interested in nearby activities or entertainment options have only to ask the nearest hotel staff member.

1. Do a little homework when selling your property to a meeting planner. A simple Google search might reveal a lot about the planner's last meeting, and might give you the competitive edge in meeting his or her needs.

2. Provide planners with an area to "charge up" during their meetings. This area should be fairly private, located near the meeting space, provide wired and wireless internet access and feature office equipment such as printers, copiers and fax machines - the basics for last-minute meeting needs.

3. When possible, provide a single point of contact for planners leading up to meetings. Dealing with a single, informed staff member will save a lot of hassle as compared to explaining and re-explaining meeting details to different contacts.

4. Make sure contact information appears on the front page of your property's website. Don't make meeting planners click through several unneeded webpages just to find the one phone number they need.

5. Don't forget about the elevators when planning property decor or renovations. Elevators are perhaps the most-seen areas of hotels, in which occupants are forced to "stand and stare." Make a good impression on your guests' way up!

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