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Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

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  • 1.  Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Cvent Staff
    Posted 04-20-2023 10:13
    Edited by Daniel Marotta 05-03-2023 13:37
    No replies, thread closed.

    Hello, Cvent Community! We're excited to announce our next Ask the Expert session here in the Open Forum!

    Planners are facing new obstacles. According to the April Northstar/Cvent Meetings Industry PULSE Survey, shorter lead times and slow response rates from hotels and venues are creating compounding challenges for event professionals. Join us on April 27, 11 a.m. – 12 p.m. ET to find out how automation can alleviate some common concerns.


    Industry experts share how technology can help hotels respond to planners faster and deliver on their expectations. What are you doing to overcome shorter lead times? How can hotels and planners work better to combat this ongoing issue?

    Our featured experts include:   

    • @Melinda Burdette, Senior Director of Events at Meeting Professionals International
    • @Jeffrey Howell, Director of Sales and Marketing at The Lodge at Flying Horse


    Cvent is partnering with Northstar Meetings Group to co-produce and cosponsor the Meetings Industry PULSE Survey. We surveyed 450+ event professionals in March and April 2023 to get a look at planner sentiment around the meetings and events industry.


    Ask your questions and get real-time answers from the expert panel.


    A reminder on how the Ask the Expert session will work:  

    Add your questions on the "Learn how tech can help hotels deliver on planner expectations" below any time before or during the Ask the Expert session. Be sure to look at other Community users' questions and click  'Recommend' to those you would also like to learn more about.

    You can expect to see answers from our experts starting at 11:00 am ET on Thursday, April 27. Follow the thread by clicking the blue star and be ready to add follow-up questions and discuss further with other users. We'll wrap up the event at 12:00 pm ET, so be sure to join us then.

    We look forward to reading your questions! 



    Note: This post contains forward-looking statements that involve risks, uncertainties, and assumptions. Specifically, any unreleased services, features, functionality, or enhancements referenced in this discussion post or in other public statements are not yet generally available and may not be delivered on time or at all. Customers who license any solutions from Cvent, Inc. should make their purchase decisions based on features that are currently available. We have based these forward-looking statements on our views with respect to future events and development plans as of the date that they were made. We assume no obligation for and do not intend to update any such forward-looking statements. 


    #GroupBusiness
    #SourcingaVenue

    ------------------------------
    Tanvi Kakodkar
    Customer Marketing at Cvent
    ------------------------------



  • 2.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Community MVP
    Posted 04-24-2023 09:57
    No replies, thread closed.

    I read in the survey that planners are looking for creative and less expensive food and beverage idea's from Hotels and are now also looking at off site venues as options.  Can you share some examples of what type of food and beverage options would be appealing to planners?



    ------------------------------
    Colleen Beck
    Director of Sales & Marketing
    The Westin Tampa Bay
    ------------------------------



  • 3.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Expert
    Posted 04-27-2023 09:54
    No replies, thread closed.

    How do you find the service levels, in general.  Are the hotels staffed up?  Is the level of service as it was prior to the situation we all went through?  



    ------------------------------
    Steve Pierson
    Director of Convention Sales
    Greater Birmingham Convention & Visitors BureauUnited States
    ------------------------------



  • 4.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:10
    Edited by Kameron Kidd 04-27-2023 16:23
    No replies, thread closed.

    We are pleased that we have reached our peak season staffing levels thus far. That is not the case for many. Participating with local Workforce and school districts can be a successful path



    ------------------------------
    Jeffrey Howell
    Marketing
    The Lodge at Flying HorseUnited States
    ------------------------------



  • 5.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:06
    No replies, thread closed.

    Ideas that are on consumption can be cost saving measures.  Perhaps more "brain food" versus the sugar breaks of cookies and brownies in the afternoon.  FUN activations like build your own smoothie stations. Theming breaks and food functions can also be a fun way to incorporate the local cuisine into an event.



    ------------------------------
    Melinda Burdette
    Senior Director, Events
    Meeting Professionals InternationalUnited States
    ------------------------------



  • 6.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:07
    No replies, thread closed.

    a.      We are blessed to have many outdoor opportunities to offer our groups May-October, including our own ranch. Often the unique and destination appropriate experiences are just as important as the cost. Menus are flexible and the available venues at the resort are breath-taking. For groups that are spending multiple days at the resort offsite options are endless in Colorado Springs. Our partnership with local attractions play a key role in providing the perfect options for offsite dining and attractions.



    ------------------------------
    Jeffrey Howell
    Marketing
    The Lodge at Flying HorseUnited States
    ------------------------------



  • 7.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    User Group Member
    Posted 04-25-2023 18:52
    No replies, thread closed.

    Hi Tanvi, 
    How can event planners and group reservations manager better partner together on the continuous time sensitive room reservation changes (for events not using paskey)?



    ------------------------------
    Katie Dreifus
    Registration Manager
    PwC Management Services LPUnited States
    ------------------------------



  • 8.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:08
    No replies, thread closed.

    This is a tough one.  I have always found it helpful to have a housing partner outside of passkey.  They manage our housing blocks, extension requests, waitlists, etc.  It has been invaluable to MPI!



    ------------------------------
    Melinda Burdette
    Senior Director, Events
    Meeting Professionals InternationalUnited States
    ------------------------------



  • 9.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:11
    No replies, thread closed.

    a.      Timely communications from planner and res. agents is key. It's critical for both parties to have a "real-time" knowledge of where the blocks stand including understand of potential attrition fees. The sooner every situation is addressed the better the chances of being able to head off any potential problems.  



    ------------------------------
    Jeffrey Howell
    Marketing
    The Lodge at Flying HorseUnited States
    ------------------------------



  • 10.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Community MVP
    Posted 04-26-2023 09:25
    No replies, thread closed.

    From an event planner perspective, it's surprising at the number of venues who never respond to an RFP or are slow to respond. Educating venues on how to really leverage the Cvent tool to respond quicker would be great - I'd hate to miss out on that perfect venue because they couldn't respond in time!



    ------------------------------
    Lori Wildman
    Marketing Director
    DuCharme, McMillen & Associates, Inc.United States
    ------------------------------



  • 11.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:09
    No replies, thread closed.

    Totally agree, Lori!  The Cvent Supplier Network is a great tool to get to those venues.  I usually also make sure that the local CVB is notified within the RFP process so that they can push venues as well.  In addition, if you have a brand sales representative let them know that you are going out to RFP through Cvent.



    ------------------------------
    Melinda Burdette
    Senior Director, Events
    Meeting Professionals InternationalUnited States
    ------------------------------



  • 12.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Cvent Staff
    Posted 04-26-2023 14:54
    No replies, thread closed.

    Sourced from LinkedIn: "We're constantly tasked with having to prove ROI to our exec team. What are your must-haves to achieve ROI?"

     Event Manager | Financial Services | North America



    ------------------------------
    Daniel Marotta
    Senior Manager
    Cvent Community Team
    ------------------------------



  • 13.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:09
    No replies, thread closed.

    ROI is different for each organization, association or corporation.  It is best to know what the end goal (ROI) for an event is for your organization and then build your event around achieving that ROI.  For instance, if it is leads from an exhibit then make sure that you have an attractive booth with activations and staff that can engage and capture those leads. 



    ------------------------------
    Melinda Burdette
    Senior Director, Events
    Meeting Professionals InternationalUnited States
    ------------------------------



  • 14.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:20
    No replies, thread closed.

    1.      Q: We're constantly tasked with having to prove ROI to our exec team. What's your must-have to achieve ROI? (Event Manager | Financial Services | North America)

    a.      A: We are faced with the same challenges and more than our comp set. We are a 102-room luxury boutique with peak season rates over $400/night. That certainly limits our audience and puts extreme pressure on the whole team to ensure we are providing a perceived value and creating an experience that make our customers want to return time and time again. Repeat business is key to our success so tracking that success certainly contributes to the ROI. As always, RevPar is a key indicator of how we are performing. For us maintaining a competitive rate is priority. Weekly reviews with our revenue team help us position ourself appropriately within the set.



    ------------------------------
    Jeffrey Howell
    Marketing
    The Lodge at Flying HorseUnited States
    ------------------------------



  • 15.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Cvent Staff
    Posted 04-26-2023 15:39
    No replies, thread closed.

    Sourced from LinkedIn: "Technology changes so quickly that it's hard to keep up. How has technology changed the way you plan events."

    Event Specialist | Non-profit | USA



    ------------------------------
    Daniel Marotta
    Senior Manager
    Cvent Community Team
    ------------------------------



  • 16.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:10
    No replies, thread closed.

    You are so right!  Technology can enhance and streamline the way you plan your events when you find the right platform for your needs.  It is important to remember that in order to make technology adoption work for your organization is to make sure that it fits your needs.  Make a list of "must haves" versus "nice to haves" in your search and then grade your demonstrations based on that score card. 



    ------------------------------
    Melinda Burdette
    Senior Director, Events
    Meeting Professionals InternationalUnited States
    ------------------------------



  • 17.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Cvent Staff
    Posted 04-26-2023 17:29
    No replies, thread closed.

    Jumping in to share a few questions I got from customers, they would love to hear from their peers!

    There's quite a few, so I'll try to group them.

    Prospecting & Meeting New Planners:

    • With so many new planners entering the industry, how do venues prospect? Are venues going to more tradeshows and going on the road more? Have venues tried Cvent's Planner Navigator for a tech solution?


    Demand Generation (Hotels & Planners):

    • How can a hotel in a smaller/lesser known market stand out and attract planners?
    • When a planner is sourcing in a brand new market/location, where do they start? What do new planners need from a CVB/DMO? 

    Response (Hotels & Planners):

    • What can planners provide in the RFP Details to speed up response time?
    • What's the best way for hotels to reach out to planners when they need additional information regarding the RFP? Do planners check the messages sent via Cvent?
    • What can a sales manager do to make their proposal stand out?

    Managing RFPs:

    • How do hotel sales team cut down on response time as the lead volume continues to rise?

    Managing Supplier Responses:

    • When you as a planner compare bids, how late is too late for a hotel's response? How important is the Response Due Date set in the RFP?
    • How do you compare bids, do you use reports from Cvent or set up your own?
    • When a planner checks the dates flexible box, how flexible are they really? Corporate runs reports on Turn Downs when a planner checks the dates flexible box, but will planners consider dates a month out?

    Diagramming:

    • What do planners and hotels think about leveraging Event Diagramming's Interactive Floor Plans for virtual onsite tours?
    • Last year at Cvent CONNECT there was a demo using 3D Virtual Tours with VR, would planners and hotels pivot to VR tours more in the future?

    Room Block Management (Hotels & Planners):

    • How can hotels and planners leverage tech to track & promote special add-ons?

    Reporting & Analytics (Hotels):

    • How do you report and evaluate YoY performance? 
    • How do you stay on top of sales team performance when you have little bandwidth?
    • What do you use to evaluate sales team performance?

    Regards,



    ------------------------------
    Alaina Del Real
    Lead Client Success Advisor
    Cvent
    ------------------------------



  • 18.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:23
    No replies, thread closed.

    I am going to take the above and try to answer from a planners perspective. 

    When a planner is sourcing in a brand new market/location, where do they start? What do new planners need from a CVB/DMO? 
    A.  
    New planners can use the CVB/DMO to assist in finding the right venue for their meeting/event.  Talk to the CVB and send them your RFP or high-level meeting specs/needs.  They are there to assist in bringing meetings and events to their cities. 

    What can planners provide in the RFP Details to speed up response time?
    A.
    You need to establish a deadline for responses and decisions and STICK TO THEM. 


    Q. What's the best way for hotels to reach out to planners when they need additional information regarding the RFP? Do planners check the messages sent via Cvent?
    A. 
    Well, I certainly monitor the messages via Cvent and my email when I have an RFP out for bids.  Within the RFP submission, make it clear how to get in touch should the venue have additional questions. 

    Q. What can a sales manager do to make their proposal stand out?

    A. I know that this will sound basic but make sure to answer all of the questions asked and possibly even some that they didn't.  Offer additional incentives or concessions above and beyond the ask. 

    Q. When you as a planner compare bids, how late is too late for a hotel's response? How important is the Response Due Date set in the RFP?

    A. Response due dates are imperative to a planner in order to be able to appropriately evaluate all venues at the same time.  Sticking to the deadlines established in the RFP, including the decision date, are of primary importance for all parties involved. 


    Q. How do you compare bids, do you use reports from Cvent or set up your own?

    A. I use the reports from Cvent as they are terrific in comparing side-by-side the venues that meet the criteria.  The reports are easy to set up with the information that drives your decision-making process. 


    Q. When a planner checks the dates flexible box, how flexible are they really? Corporate runs reports on Turn Downs when a planner checks the dates flexible box, but will planners consider dates a month out?

    A. That really depends on the planner/organization.  The RFP should at least narrow down month and requested pattern of their meeting/event. 

    Diagramming:
    Q. What do planners and hotels think about leveraging Event Diagramming's Interactive Floor Plans for virtual onsite tours?

    A. I LOVE using the event diagramming platform!  I have found it to be a true representation of the meeting space and really assists both planners and hotels in designing spaces with true measurements.  I think it would also help with virtual onsite tours but nothing beats a true hands-on site visit. 

    Q. Last year at Cvent CONNECT there was a demo using 3D Virtual Tours with VR, would planners and hotels pivot to VR tours more in the future?
    A. Good question and I believe that depends on the planner and the organization.  Some are just not as comfortable yet with this technology. 



    ------------------------------
    Melinda Burdette
    Senior Director, Events
    Meeting Professionals InternationalUnited States
    ------------------------------



  • 19.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:23
    No replies, thread closed.

    1.      Q: Jumping in to share a few questions I got from customers, they would love to hear from their peers! There's quite a few, so I'll try to group them.

    a.      Prospecting & Meeting New Planners:
    With so many new planners entering the industry, how do venues prospect? Are venues going to more tradeshows and going on the road more? Have venues tried Cvent's 
    Planner Navigator for a tech solution?

    a.      A:  As a small property with only a DOSM and Assistant efficiency is very important. I am becoming more and more prolific using Planner Navigator thanks to a terrific support team at Cvent. This tool allows me to identify the appropriate planner in each market without having to dig and dig to identify the key decision makers. Time is money for everyone.



    ------------------------------
    Jeffrey Howell
    Marketing
    The Lodge at Flying HorseUnited States
    ------------------------------



  • 20.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:25
    No replies, thread closed.

    a.      Demand Generation (Hotels & Planners):

    How can a hotel in a smaller/lesser known market stand out and attract planners?

    a.      A: This is one of the critical investments we have made in Cvent. Yes, it is not cheap but the ROI is substantial. We are the perfect example of why this investment is so important. We are a secondary market in Colorado Springs and the set is dominated by a worl-renowned 5-Star, 5-diamond 800 room resort, The Broadmoor. Positioning in all facets of our marketing is important. Our premiere listings with Cvent allow us to gain exposure globally and to try and achieve that exposure would be impossible on our own.



    ------------------------------
    Jeffrey Howell
    Marketing
    The Lodge at Flying HorseUnited States
    ------------------------------



  • 21.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:28
    No replies, thread closed.

    a.      Demand Generation (Hotels & Planners):

    How can a hotel in a smaller/lesser known market stand out and attract planners?

    a.      A: This is one of the critical investments we have made in Cvent. Yes, it is not cheap but the ROI is substantial. We are the perfect example of why this investment is so important. We are a secondary market in Colorado Springs and the set is dominated by a worl-renowned 5-Star, 5-diamond 800 room resort, The Broadmoor. Positioning in all facets of our marketing is important. Our premiere listings with Cvent allow us to gain exposure globally and to try and achieve that exposure would be impossible on our own.



    ------------------------------
    Jeffrey Howell
    Marketing
    The Lodge at Flying HorseUnited States
    ------------------------------



  • 22.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Expert
    Posted 04-27-2023 09:27
    No replies, thread closed.

    What are you doing to entice attendees to capitalize on bleisure? Do you see many people taking advantage of the opportunity?



    ------------------------------
    Paul Dangel
    Director of Sales and Marketing
    Hyatt Regency Birmingham - The Wynfrey HotelUnited States
    ------------------------------



  • 23.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:29
    No replies, thread closed.

    Yes, Paul.  We are having our annual signature event in Mexico this year and we are definitely seeing the mix of business and leisure.  With short staff situations for most planners in their organizations, it is becoming more common to combine business and vacations.  Most of us are doing less with more and travel to some great destinations so taking advantage when we can is a great perk!



    ------------------------------
    Melinda Burdette
    Senior Director, Events
    Meeting Professionals InternationalUnited States
    ------------------------------



  • 24.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:41
    No replies, thread closed.

    We've launched new specials and marketing focused on both our meeting AND leisure amenities. We started with a focusing on the drive market and non-stop markets. So far terrific response. 



    ------------------------------
    Jeffrey Howell
    Marketing
    The Lodge at Flying HorseUnited States
    ------------------------------



  • 25.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    User Group Member
    Posted 04-27-2023 09:32
    No replies, thread closed.

    With shorter lead times hotels are receiving these days, are you having issues with room availability (ie. hotel sold out) or other stressors?  Were trying to educate our clients they need to plan ahead, but we need more reasons aside from room availability - they seem to be more concerned with being stuck in a contract with the threat of a recession on the horizon.



    ------------------------------
    Julie-Michelle Davis, CMP
    Meetings Manager
    Amex GBT - USA
    ------------------------------



  • 26.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:34
    No replies, thread closed.

    Yes, there are some areas where hotels are not available due to other business in house which is GREAT for the industry but certainly hard for the planner.  I think that more hotels would be more willing to work on cancellation fees/schedule and book the business in a more timely manner.  



    ------------------------------
    Melinda Burdette
    Senior Director, Events
    Meeting Professionals InternationalUnited States
    ------------------------------



  • 27.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Cvent Staff
    Posted 04-27-2023 11:03
    Edited by Tanvi Kakodkar 04-27-2023 11:04
    No replies, thread closed.

    Our Ask the Expert session is now LIVE! If you have any more questions, feel free to post it in the next hour and our experts will respond to it. Thanks!



    ------------------------------
    Tanvi Kakodkar
    Customer Marketing at Cvent
    ------------------------------



  • 28.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Cvent Staff
    Posted 04-27-2023 11:28
    No replies, thread closed.

    Got another one from a client! Really a two part question. 

    What do planners expect when a hotels defines themselves as sustainable or environmentally friendly? What counts as sustainable practices for a planner?

    How can a hotel effectively showcase they are sustainable or environmentally friendly?



    ------------------------------
    Alaina Del Real
    Lead Client Success Advisor
    Cvent
    ------------------------------



  • 29.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:35
    No replies, thread closed.

    To effectively showcase being sustainable and environmentally it takes a village. You need to involved all department including engineering. Ask for a thorough list of all that is relevant to support the claim then draft a paragraph with bullets on how you qualify.



    ------------------------------
    Jeffrey Howell
    Marketing
    The Lodge at Flying HorseUnited States
    ------------------------------



  • 30.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Posted 04-27-2023 11:53
    No replies, thread closed.

    Q. What do planners expect when a hotels defines themselves as sustainable or environmentally friendly? What counts as sustainable practices for a planner?
    A.  It is always good to compare their definition of sustainable or environmentally friendly to established standards such as EIC Sustainability Event Standards so that everyone is on the same page.  You can also incorporate established standards into your RFP so that you are gathering that information in the evaluation process and moving forward with sustainability in mind. 



    ------------------------------
    Melinda Burdette
    Senior Director, Events
    Meeting Professionals InternationalUnited States
    ------------------------------



  • 31.  RE: Ask the Expert - April 27 | Learn how tech can help hotels deliver on planner expectations

    Cvent Staff
    Posted 04-27-2023 12:10
    Edited by Kameron Kidd 05-05-2023 14:07
    No replies, thread closed.

    Thank you all for your great questions! As well, a special shout-out to our experts who shared so many helpful insights with us today!

    @Melinda Burdette and @Jeffrey Howell also recently completed an episode as guests on the Cvent Great Events Podcast. You can listen in on their conversation using the following link: Guest Experience: Why Your Attendees are the Pulse of Your Events.

    With that, we are closing this thread, however, if you have additional questions or best practices you'd like to learn, be sure to post a new discussion in the Open Forum. 



    ------------------------------
    Kameron Kidd
    Community Manager
    Cvent Community Team
    ------------------------------