DHRM 036E Convention and Conference Management

The meeting and convention industry has emerged as one of today's most significant

sectors of commerce. Crucial to this field are meeting professionals, who plan and

produce well run conventions, meetings, seminars and expositions within their budget.

Professionals, sometimes called Meeting Planners or Convention Managers, event

planners, or banqueting managers are found in small companies, large corporations,

and professional associations and as independent entrepreneurs. Some are Executive or

Administrative Assistants who in addition to their job, plan meetings.

Convention and conference management is a defined profession with education,

certification and standards as an integral segment of the hospitality industry. It requires

proactive responses in addressing environmental concerns as the world evolves into a

global community. The planner is involved in the education, entertainment, and

feeding, using, safety and care of all attending or participating in an event.

Convention and conference management involves identifying the target audience,

devising the event concept, planning the logistics and coordinating the technical aspects

before actually executing the modalities of the proposed event. Post-function analysis

and ensuring a return on investment have become significant drivers for the event

industry.

Responsibilities of meeting planners

Convention and conferencing professionals tasks are:- developing of the theme or motif

for the event, arranging for speakers and alternate speakers, coordinating location

support ( such as electricity, lighting audio-visual and other utilities), arranging décor,

table, chairs, tents, security, police, fire, portable toilets, registration, emergency plans,

health care professionals, clean up, site selection, travel arrangements, negotiation, food

arrangements, reservations, public relations, scheduling and program evaluation.

Convention and conferencing professional in a large organization may be assigned one

specific aspect of the event such as budgeting or handling reservations and registration,

while other professionals who work for smaller organizations will often take

responsibility for all phases of the event.

There are three levels of professionalism that exist in convention and conference

management: that is, the Facilitator, the Technician, and the Professional.

The Facilitator may be assigned basic tasks such as choosing menus and working

with the chosen venue staff on a variety of details. This worker is usually

concerned with the physical needs of the attendees.

The Technician is often responsible for running registration and reservations,

selecting and setting up the site and operating the budget.

The Professional designs and markets the event, creates the budget and oversees

all operations. It is this top-level manager who is responsible for achieving the

meeting's overall

The main objective of the convention and conference professionals is to ensure that they

meet all the clients needs and there perform their tasks over and above their

expectation.

As a manager in charge of conferencing and events then one has to ensure that practice

all the management functions. Namely planning, organizing, recruiting, coordinating

etc

Today meeting planners must be experts in the area of effective communication. They

must possess strong administrative and leadership qualities and be able to serve as

consultants. They ranked them as follows:

1. Organized

2. Efficient

3. Responsive

4. Attentive

5. Intelligent

6. Prompt

7. Courteous

8. Hardworking

9. Friendly

10. Hospitable

Planning tools

there are some very important tools that are needed for planning such as:- checklists,

guideline sheets and forms such as registration forms, budget analysis worksheets,

safety guideline checklists, meeting supply lists, meeting space, calculators etc.

There are software that are available and have all more features than the above

mentioned. There might have invitations and reminders, online help tips and

suggestions as one follows the process.

Budgeting

The budget helps one to stay organized and prepare for any client inquiry and avoids

going over the budget. By use of a spreadsheet containing categories like projected

expenses, actual expenses, catering costs, transportation charges, décor charges, labour

costs etc

Venues/Site

This involves the site selection and site inspection. For hotels this applies when dealing

with outside catering (off premise catering). The venue has to meet the functions needs.

A checklist is needed so that one does not leave out any important details. Phone

numbers should be captured for the venue, contact persons etc

Design

Decoration and designing of the venue can be in-house or outsourced. The decoration

would involve hall décor, audio/video, lighting with fog etc.

Event supplies

The kind of event determines the suppliers needed. If it is a business meeting things

included ( pens, pads, bottled water etc.) a party would include ( gifts and awards

etc)

Catering

When catering check the target markets, the budget, variation in relation to the various

dietary needs. The staff members needed and the equipment and facilities. The

appropriate cuisine, cleanliness, health and safety measures must be in place.

Registration

This can be done online or offline, free 00or fee based registration. Will it be manual or

automated, how will the tracking be done and also how will cancellations be handled.

Lighting

This will mainly be determined by the type of event been hosted. It is important to

ensure that ample lighting is considered where people and food can be seen. A function

area can be transformed by projecting alternate colour on the walls and celling. The

stage area can have both pot lighting and colour effect lighting which put emphasis on

performance or speakers.

The lighting of the exterior of the function area can have a dramatic effect on arriving

and departing guests.

Transportation Management

While looking at this function all logistics much be communicated before the function

day/days such as attendee profile, airport transfers, ground transportation. If one will

be involved in the airport transfers it is always good to have the flight details of every

attendee being picked.

Emergency management

This involves the effective emergency management for mass crowd events. This

normally regulated by government agencies and can also be out sourced to companies

who understand the risked associated with Mass Crowd Events and also trained to

provide a safer environment for the community.

Listing emergency information in appropriate places at the event venue helps reduce

confusion and prevent emergencies.

Security

These involve a thoughtful emergency preparedness, adequate staffing and supervision

and advance planning of security. Well organized functions have good registration

processes, crowd control, and door monitoring, ushering and staff working in

barricaded areas.

Details that should be captured when undertaking the reservation process for an

event either in house of off-premises

Establish the purpose of the meeting (training, board meeting, incentive, sales

meeting, etc.)

The "theme" of the meeting.

The group size, gender mix, ages and any special needs

Determination of the first option meeting dates with other dates for second and

third options depending on availability.

The banqueting coordinator should be aware of which dates should we avoid

based on industry events and/or company events and holidays.

Outlining the sessions day by day, including expected attendance, seating

arrangements, setup times required, starting and ending times, and audiovisual

and production needs.

Identify the decision making process – (the department head , committee,

marketing, sales, public relations, procurement, consultants, etc.

The number of people that will be involved in the site visit.

Selection of an appropriate channel to relay information to all parties involved in

the decision making.

Other than price, what other factors will the client look into so as to confirm the

function in the hotel?

Guarantee and deposit requirements

The start time and end time

Cutoff date for the room block

Communication on the mode of payment used in the hotel

The refund policy for cancellations and cancellation policies

Dates of any planned renovations

Menu type and type of service to be used

Special dietary needs for the meeting attendees.

Any change in hotel ownership being discussed

Availability of other amenities e.g health club, hours and cost

Accommodation needs. The amenities available in the guests’ rooms and Key

system for guest rooms. The charges for the different services offered in the

hotel.

Adequate parking space (free or for a fee)

Hotel emergency plan (meeting manager should review it)

Hotel emergency exits clearly marked

Categories of Functions/Events that Hotel cater for:-

They can be classified into four broad categories based on their purpose and objective:

1. Leisure events e.g. leisure sport, music, recreation.

2. Cultural events e.g. ceremonial, religious, art, heritage, and folklore.

3. Personal events e.g. weddings, birthdays, anniversaries.

4. Organizational events e.g. commercial, political, charitable, sales, product

launch, expo.

An event reservation form

Client: _____________________________________________________________________Date/Time: _________________________________________________________________Function/Theme: ___________________________________________________________________________________________________________________________________________________________________________________________________________________________________FACILITY:Address:Contact Name:Phone: Fax:E-Mail: Cell Phone:Routing Directions:Travel Time:____________________________________________________________________________________LOCATION:Indoor __________________________ Outdoor___________________________________Loading Area ________________________________________________________________Challenges __________________________________________________________________

______________________________________________________________________________________________________________________________________________________Square Footage ______________________________________________________________Energy SourcesGas/Electric ____________________________________________________________________________________________________________________________________________Water Sources: Hot___________________________________________________________Cold _______________________________________________________________________Lighting Availability ________________________________________________________________________________________________________________________________________________________________________________________________________________Staging on Premise _______________________________________________________________________________________________________________________________________________________________________________________________________________32 Chapter 2 Styles of Catering Operationsfigure 2-2 (Continued)Equipment on PremiseKitchen _____________________________________________________________________Prep Area ______________________________________________________________________________________________________________________________________________Sinks _______________________________________________________________________Refrigeration ______________________________________________________________________________________________________________________________________________________________________________________________________________________Freezer Space __________________________________________________________________________________________________________________________________________Range Tops ____________________________________________________________________________________________________________________________________________Ovens ____________________________________________________________________________________________________________________________________________________________________________________________________________________________Microwave __________________________________________________________________Grills _______________________________________________________________________Indoor ____________________________Outdoor__________________________________Other _________________________________________________________________________________________________________________________________________________Dishwasher Availability __________________________________________________________________________________________________________________________________Dishwasher Location _________________________________________________________Loading for Kitchen _____________________________________________________________________________________________________________________________________Service AreaBanquet Boxes _________________________________________________________________________________________________________________________________________Service Station Areas ____________________________________________________________________________________________________________________________________Equipment on Property _____________________________________________________________________________________________________________________________________________________________________________________________________________Full-Service Restaurants 33figure 2-2 (Continued)

Equipment Needs KitchenItem Source Delivery Cost___________ ___________ ___________ ______________________ ___________ ___________ ______________________ ___________ ___________ ______________________ ___________ ___________ ______________________ ___________ ___________ ___________Equipment Needs ServiceItem Source Delivery Cost___________ ___________ ___________ ______________________ ___________ ___________ ______________________ ___________ ___________ ______________________ ___________ ___________ ______________________ ___________ ___________ ___________TentingSize ________________________________________________________________________Floor _______________________________________________________________________Heaters/Fans ________________________________________________________________Decor/Theme Accessories____________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________________Floor Plans/Layout______________________________________________________________________________________________________________________________________________________AudiovisualProtection Equipment_________________________________________________________Screens _____________________________________________________________________Sound _________________________________________________________________________________________________________________________________________________34 Chapter 2 Styles of Catering Operationsfigure 2-2 (Continued)Energy and Power Needs_________________________________________________________________________________________________________________________________________________________________________________________________________________________________EntertainmentNumber of Performers ________________________________________________________Rehearsal Time ______________________________________________________________Performance Time____________________________________________________________Backstage Space Requirements____________________________________________________________________________________________________________________________Contact Name _______________________________________________________________Phone _____________________________ Fax_____________________________________Food & BeverageMenu ______________________________________________________________________Service Setup ________________________________________________________________Staff RequirementsCaptains ____________________________________________________________________Servers _____________________________________________________________________

Bartenders __________________________________________________________________Permits/LicensesFood Sanitation ______________________________________________________________Off-Premise Beverage License__________________________________________________Special Effect/Sound Permits___________________________________________________Parking Permit_______________________________________________________________Event Permit ________________________________________________________________Occupancy Permit ___________________________________________________________InsuranceProof of Workman’s CompensationProof of Liability InsuranceProof of Liquor LiabilityFull-Service Restaurants 35figure 2-2 (Continued)ParkingGuest Parking: Number of Spaces ______________________________________________Location ________________________________________________________________Restrictions______________________________________________________________Valet Service Company _______________________________________________________Phone ______________________________________________________________________Staff & Equipment Parking: Number of Spaces____________________________________Location ________________________________________________________________Restrictions______________________________________________________________Signage_____________________________________________________________________Contracted to________________________________________________________________Phone _____________________________ Fax_____________________________________Restroom FacilitiesType and Number: Male ______________________ Female _________________________Handicapped Location ________________________________________________________Signage_____________________________________________________________________Emergency/Security ManagementAmbulance on Site ___________________________________________________________First Aid Location ____________________________________________________________Security Management Contact __________________________________________________Phone _____________________________ Fax_____________________________________Number of Security Staff ______________________________________________________Emergency Evacuation Plan ___________________________________________________Fire Exit Locations ______________________________________________________________________________________________________________________________________Signage & Lighting ___________________________________________________________Trash RemovalOn Site _____________________________________________________________________Contract Removal Contact _____________________________________________________Phone _____________________________ Fax_____________________________________36 Chapter 2 Styles of Catering Operationsfigure 2-2 (Continued)Special Conditions_____________________________________________________________________________________________________________________________________Weather Contingency Plans ____________________________________________________________________________________________________________________________

Different types of function room setup

1. Auditorium or Theater Setup

Benefits:

- Perfect for shorter presentations, seminars, lectures, and Q & A’s

- Best suited for presentations that require more elaborate (audio virtual )A/V

technology

• Best meeting uses:

- Teaching/training

- Lecture/presentation

- Team-building

- Executive presentation

- Seminar

- Workshop

2. Schoolroom/classroom Setup

Rows of tables with chairs face the front of a room and each person has a space for

writing or using a computer.

Benefits:

-A classical approach for both large and small seminars and training programs where

attendees need work space for notes

-Lends itself to a Q&A session with the facilitator rather than interactive discussion

between participants

Best Meeting Uses:

-Teaching/Training

-Lecture/Presentation

-Executive Presentation

-Seminar

Samples of school room/ class room setup

3 .Chevron Setup

Chairs are arranged in rows slanted in a V shape and separated by a center aisle. They

face the head table or speaker.

Benefits:

-Productive large group setup with speaker as focal point

-Increased eye contact between the group and the speaker

Best Meeting Uses:

-Teaching/Training

-Lecture/Presentation

-Discussions/Negotiations

-Executive Presentation

-Seminar

-Conference

4.Crescent Rounds Setup

Round tables arranged to maximize seating requirements for a variety of purposes.

Benefits:

-Ideal for meal-centered meetings and banquets encouraging business and socialization

for any size group

-No back is facing the speaker

Best Meeting Uses:

-Meeting with meals

5.V-Shape Theater Setup

Seats are in rows facing the stage area, no tables.

Benefits:

-Perfect for shorter presentations, seminars, lectures and Q&A’s

-Best suited for presentations that require more elaborate A/V technology

Best Meeting Uses:

-Teaching/Training

-Lecture/Presentation

-Executive Presentation

-Seminar

-Workshop

6.U-Shape Setup

Series of tables set up in the shape of the letter U with chairs set all around on one or

both sides.

Benefits:

-Promotes an open forum for smaller groups of up to 40 people

- All participants are able to make direct eye contact with one another

Best Meeting Uses:

-Teaching/Training

-Meeting w/ Meal

-Discussion/Negotiations

-Team Building

-Conference/Exchange

-Brainstorming

7. Hollow-Square Setup

Tables set in a square (or rectangle) with chairs placed around the outside of the table.

Center (inside) table is hollow.

Benefits:

-Facilitates group discussions and brainstorming but can also accommodate the

agendas of multiple speakers

-Works for both small and mid-size groups utilizing various technology

Best Meeting Uses:

- Board Meeting

- Discussion/Negotiations

- Team Building

- Conference/Exchange

- Brainstorming

8. Boardroom Setup

Rectangle or oval shaped tables are set up with chairs on both sides and ends.

Benefits:

-A formal executive level set-up designed for meeting with one primary facilitator

-Good space for a comfortable working session, as well as food and beverage

-Ample room for teleconferencing and visual presentations

Best Meeting Uses:

-Board Meeting

- Lecture/Presentation

- Executive Presentations

- Conference/Exchange

- Brainstorming

Function Room Assignments

Criteria

• Room size and capacity under required room setup

• Type of event/presentation style

• Room location with regard to traffic

• Room location with regard to who’s next door

Use these criteria for choosing a size in room assignment:

• Expected number of attendees

• Room setup

• AV equipment

• Clothes racks, props, tables, or handouts

• Coffee service

Timing

• Tentative assignments at point of booking

• Definite assignments at least 60 days before event

• Some planners require definite assignments in contracts

Monitoring Function Room Usage - Calculate cost of leaving function space unused

one should track the following:

• Function room occupancy by meal period

• Types of functions

• Use of guestrooms by function groups

• Popularity of individual banquet menu items

• Sales revenue per square foot of function space

• Average banquet check by type of function

• Pattern of unused times and days

• Average number of persons by type of function

Function Room Charges

• Vary by property and according to amount of business the group brings

• Can be used to compensate for discounted guestroom rates

• Maintain a firm list of rates

• Many properties have sliding scales based on guestroom pickup

• Charge for function rooms if guestroom revenue does not cover setup,

cleanup, and teardown costs

• If a group uses enough guestrooms, there is often no charge for function

rooms

3.5 MEETING TECHNOLOGY

The subject of technology as it pertains to meetings encompasses many different areas:

i) First there is the issue of technology as it is used to facilitate meetings. Hence things

like overhead projectors, three dimensional image projection, and equipment for

computerized meetings are needed.

ii) The second area that has seen the arrival of technology is for the planners themselves

where such things as desktop publishing, fax machines etc. have found their way.

iii) The third relates to attendee themselves with business centers becoming more and

more advanced. When it comes to technology there are many things that are new and

things are changing every day.

One such development is that of videoconferencing. In this era of cost cutting,

budgeting and immediate communication videoconferencing is surely very useful.

Videoconferencing is defined by the International Teleconferencing Association as a

telecommunication system that combines audio and video media that provides both

voice communication and motion video images.

When videoconferencing was first introduced it was expected to cause the demise of

hotel and conference centres. Meetings in the traditional sense were expected to

disappear. It was also considered advantageous because it eliminates the need for air

travel, food, and lodging expenses. However, fortunately or unfortunately this did not

happen because the equipment needed for video teleconferencing is very expensive.

Further there are still a lot of firms who believe that nothing can be more effective than

face to face human contact or the human interaction side of meeting.

Despite the fact that videoconferencing did not quite create that stir that it was

expected to, it is certainly regarded as a crucial communication link. Another

innovation in the meeting technology is the computer. To most people the use of

computers is limited to the planning stages but now computers are being used in

conjunction to LCD projection panels that allows other attendees to share information

with the presenter.

Apart from this area technology is also used in the planning phase of meetings. Today

there are a number of software packages that are very useful for the meeting planner.

Desktop publishing is another area where computers have made a significant

contribution. With desktop publishing, sophisticated communications material, from

meeting brochures to full sized association magazines can be produced in house on a

computer screen. Apart from the utility provided by the computer there are other

technological advances that help meeting planners. Promotional videotapes, fax

machines and electronic mail have become invaluable aids for the meeting planner.

They on only reduce the time spend by the meeting planners but are also cost effective,

for, e.g., sending email is so much cheaper and quicker than sending invitations or

plans through post office mail.

The networking technology y is also being fully utilized by the planners in relation to

their tasks. They also use websites for marketing their services.

Any discussion on the meeting technology would not be over till one talks about its

influence on attendees. In most cases the attendees are business travellers and in most

cases they are very sophisticated in their needs and expectations. Business centres,

telecommunication technology, and computerized check-ins and check-outs are really

popular with the meting attendees.

All in all technology has had a profound impact on the meetings industry. Almost every

aspect of this industry has been touched by technology.

Questions

1. Write a detailed note on the responsibilities of a meetings planner.

2. Do you think that the advent of technology has created a revolution in the meetings

industry?

3. Describe function rooms and how they are managed.

4. Identify various meeting room setups and describe when each is commonly used,

summarize how function rooms are broken down, describe meeting rooms of the

future, and explain why it is important to monitor function room usage.