Smart Meetings | Page 109 of 602 | Corporate Event Planning: Business Events, Meetings, Conferences

Display Changes Will Not Apply to Group Rates

What you see on your Bonvoy app is what you will get—including resort, destination and other fees—at the registration desk after May 15 if a promised shift in how prices are displayed goes through as required in a November, 2021 settlement with the State of Pennsylvania. The full room price will be displayed on all the company’s U.S. channels, including Marriott.com, the mobile app and voice reservations.

“Marriott International is committed to providing customers with clear and transparent pricing,” said Sara Conneighton, vice president of communications and consumer public relations, in an emailed statement. “We have long been focused on ensuring that any resort/destination fees charged by hotels are separately and clearly stated. We have been working diligently over the last several months on the technology required to update our room rate display and further enhance the way these fees are disclosed, in accordance with our agreement with the State of Pennsylvania.”

The settlement did not require online travel portals such as Expedia to change the way it displays rates. Conneighton said the display change does not include group rates.

A Transparency Trend?

Conneighton continued, “In fact, when we deploy our changes by May 15, 2023, we expect to be the first hospitality company to change its display, leading the industry on this important issue.”

Will other brands follow suit and display prices inclusive of all fees? A Hyatt spokesperson contacted for a reaction this week said, “We are aware of this topic and that other companies may have indicated they will change the way they display resort fees. We are watching the industry closely and are actively exploring ways to provide even more transparency for our guests on rates, fees and inclusions.”

Jan Freitag, national director for hospitality analytics for the CoStar Group, saw the move as a positive, even if it was “forced.”

“From a consumer perspective the more transparency, the better,” he said. “ I think as long as the full price is displayed, including fees and other add-on charges, consumers are OK with it, because then they enter a contract fully informed. I think the issue comes up when people feel they encountered a bait-and-switch deal that turns out much more expensive than they thought.”

Freitag predicted that competitors will adopt the new approach with time. “I would not be surprised if other suppliers and online travel agencies will follow suit, just to level the playing field,” he said.

From Palm Springs to Albuquerque, venues celebrate First Nation people

When the tides of history recede, the cultural energy in some regions remains palpable. The movement of westward expansion paved nearly all of North America from coast-to-coast, yet the spirit and story of First Nations people around the country continue to be recounted by those who carry the traditions and identity of their ancestors.

Understanding the history of native peoples illuminates the character of a destination far beyond the aspects immediately present in modern life and places visitors in an inquisitive space that instills a greater sense of gratitude for their surroundings. Thanks to some exciting new spaces opening across the country, meeting planners can host events at cultural centers that provide educational experiences that will have a lasting impact. We collected all the resources you need to plan an event that is respectful and enlightening.

AIANTA: A United Voice for Native Hospitality

Since 1998, the American Indian Alaska Native Tourism Association (AIANTA) has worked to address the inequities facing First Nation people in the multi-billion-dollar U.S. hospitality industry. The goals of AIANTA are to assist American Indian, Alaska Native and Native Hawaiian communities engaged in tourism and hospitality, create lines of communications between Native communities, federal agencies and not-for profit organizations to convey the cultural importance of a robust hospitality sector and the significance of visiting authentic Native destinations and to better educate domestic and foreign travelers on the importance of visiting such destinations.

The AIANTA network of organizations and destinations helps meeting planners host an event or find accommodations at a tribal property in every region of North America including Hawaii, Alaska and Canada.

AIANTA CEO Sherry Rupert said the first step is a phone call. Her organization regularly connects groups with local representatives to find ways to add cultural elements to any program. “Tribes are everywhere,” she said.

The following are some exciting examples.

Aqua Caliente Cultural Plaza: A New and Defining Moment

Sec-He concept rendering. — Concept rendering of upcoming cultural plaza.

In April, the Agua Caliente Band of Cahuilla Indians announced the opening of the much-anticipated The Spa at Séc-he at the Aqua Caliente Cultural Plaza in Palm Springs, California. The newly debuted spa is operated by Aqua Caliente Casinos and consists of 40,000 sq. ft. of space, including 22 private mineral baths, 15 treatment rooms, a cryotherapy chamber, two float pod suites, a boutique fitness area, a grounding room, an acoustic wellness lounge, tranquility garden, menthol dry sauna, eucalyptus steam room, two halotherapy salt caves, a resort-style mineral pool with four Jacuzzis, luxury cabanas, full-service salon with scalp treatment beds, a cafe and a poolside bar with food service. The new spa and cultural center will open in two phases with the 48,000-square-foot Aqua Caliente Cultural Plaza expected to open later in 2023 as a hub for cultural tourism.

The Agua Caliente Cultural Museum will be a gateway to the past, present and future of the tribe that occupied the area for thousands of years. It will include five different exhibit “areas” dedicated to telling the story of the Agua Caliente people, from the native flora and fauna of the Indian Canyons to ancient artifacts, some of which were unearthed during construction of the museum itself. An Education Garden will include brittlebush, creosote and other indigenous plants and a 360-degree animation of the tribe’s creation and migration stories.

“The opening of The Spa at Séc-he is a defining moment for the Tribe,” said Chairman Reid D. Milanovich. “The hot spring water means everything to us. It’s at the heart of tribal life and has been a cultural resource for us and our ancestors for thousands of years. It’s not a myth; these waters are truly healing waters.”

Indian Pueblo Cultural Center: Gateway to the 19 Pueblos of New Mexico

The Indian Pueblo Cultural Center (IPCC) in Albuquerque, New Mexico allows visitors to explore the world of First Nation peoples in a region that remains steeped in influence cast over the course of history. The center was founded in 1976 by the 19 Pueblo tribes of New Mexico across an 80-acre campus in the heart of the city. The IPCC consists of a gallery and museum space, including Native art and artifacts, a library, two retail shops and a restaurant that serves guests unique and delectable dishes consisting of traditional and contemporary flavors.

The IPCC is also home to distinct meeting spaces equipped to host groups of five to 500 attendees with onsite catering from the Indian Pueblo Kitchen (IPK) available, rental AV equipment and furniture, with ample outdoor space for banquets. The IPK highlights the culinary talents of the kitchen staff that create dishes inspired by Native communities and includes stews, fresh breads and savory sauces.

The “We Are of This Place: The Pueblo Story” exhibit tells the story of the Pueblo people’s legacy and traditions through different exhibits and mixed-media displays. “This exhibit opened as part of our 40th-anniversary celebration,” said IPCC Chief Operating Officer Monique Fragua who explained that the exhibit was installed in a lower level of the center when it first opened but was moved to be featured throughout the center to celebrate the milestone in 2016. “One of the things that we wanted in the creation of the exhibit was to make sure that it was our Pueblo story told in our words and our voices Fragua says. “We’re really proud of what came together,” she said noting that the themes presented through the various displays also reflect the languages of the Pueblo people.

Live demonstration during IPCC daily artist program. — Live demonstration during IPCC daily artist program

The IPCC hosts a daily artist program that consists of live demonstrations using various mediums and techniques. “It’s an opportunity for our guests to meet and see the artwork actually being produced and handmade,” she said. “The really cool thing is that every day it could be someone different from a different Pueblo.”

The IPCC can accommodate as few as 10 in the Chaco III meeting room, or to up to 200 in the Chaco I & II ballrooms. Meeting spaces retain the unique identity of the center with visual displays such as the Silver and Turquoise ballrooms that are wrapped in Native American art.

Meeting space at IPCC. — Meeting space at IPCC

Planners seeking a more intimate setting can book the Private and Pottery Ballroom, conveniently located above the center’s kitchen and includes access to a balcony with fire pits and stunning views of the Sandia Mountains. A large patio space with convertible walls for summer or winter months is also available and includes a stage, bar area and fireplace. The Indian Pueblo Center’s Courtyard is an expansive outdoor space designed for large banquets or receptions. The Courtyard often serves as the stage for cultural dances that are social or sacred cultural expressions of spirituality.

Santa Ynez Chumash Museum and Cultural Center: A Monument to Tradition

To the West, event professionals can look forward to booking an event at Santa Ynez Chumash Museum and Cultural Center in Santa Barbra County in Southern California beginning in late 2023. The property includes a 14,000-square-foot facility that serves as a monument to the tribe’s history and traditions. The museum will be one of the first LEED-certified tribal museums in the country.

Shoshone Rose Hotel & Casino: Experience More

Located in scenic Lander, Wyoming in the Plains Region, Shoshone Rose Hotel & Casino has an executive boardroom that can accommodate up to 14 and a large event space that can accommodate up to 75. The 60-room resort also features plenty of entertainment including a casino and live entertainment. The location with views of Wind River Mountain Range offers access to Yellowstone and is a day trip from Salt Lake City, Denver or Fort Collins, Colorado. When sustenance is in order, guests can order up a delicious meal from the resort’s Deka-Guy Hee restaurant and enjoy classic American fare or try dishes with traditional flare such as the Indian taco or fried bread.

DreamCatcher Hotels: Turnkey Developers

Native American Owned & Operated DreamCatcher Hotels brand has been developing and managing projects across the country, including 725-room The Cherokee at Harrah’s Casino Resort in Cherokee, North Carolina, 125-room Angel of the Winds Casino Resort in Arlington, Washington and 405-room Coushatta Casino & Resort Seven Clans in Kinder, Louisiana.

Temecula offers a European adventure in one destination

With an innovative and almost utopian concept for a destination, Europa Village in Temecula, California, recreates three European countries in walking distance of each other. Spain, France and Italy each have their own identities, architecture, restaurants and markets and are set against the backdrop of Temecula’s growing vineyards as they establish themselves as Southern California’s wine country.

Europa Village is planning full buildout by 2025. This will include its Spanish-themed Bolero, already open to the public, with the addition of the near-completed Italian Vienza and French C’est La Vie. With its own hotel on the property, meeting professionals can plan to have group meetings in Spain in the morning but a group activity or event in Italy or France in the evening—all within walking distance of both the other compounds and the guest hotels and villas.

Bolero

Transport a group to Spain with the flavors and ingredients of Spain in the restaurant and the country’s flags and artwork in the tasting rooms and event spaces. Visit Barcelona in the vaulted ceilings and Euro-rustic indoors or enjoy the view of the vineyards on the rolling hills from the outdoor reception areas.

Read More: Meet in Europe

Chef Hany Ali Europa Village — Executive Chef Hany Ali. Photo by Visit Temecula

As the first region of Europa Village open to the public, Executive Chef Hany Ali is excited for the expansion, the potential of the village and collaborating with local chefs and vendors in Temecula. He says with hard work and local support, a Michelin star could be in the future for Europa Village.

“Nowhere else can you find three cultures in walking distance,” says Ali. “We are working with the community culture, quality and passion in this valley to bring Michelin out.”

Bolero Europa Village Temecula — Photo by Visit Temecula

Vienza

A short walk up the hillside from Bolero brings guests to Vienza. Currently under construction and projected to be finished by 2025, Vienza transports guests to the Tuscan countryside. The sprawling outdoor plaza complete with Roman sculptures is only the beginning of the Italian tour guests will experience.

In addition to the meeting spaces and the event ballrooms, Vienza will create an immersive Tuscan experience with its deli and “mercato”–an Italian market selling Italian ingredients not normally found in American stores. The vision of Europa Village is not to simply be a collection of restaurants, bars and event/meeting spaces, but a total immersion into both the European countries and the vineyards of Temecula. The experience will begin soon—Vienza’s will be open in 2023!

Vienza Europa Village Temecula California — Vienza in Europa Village. Photo by Visit Temecula

C’est La Vie

While they have yet to break ground on the French portion of Europa Village C’est La Vie, the winery is open with the entire project is expecting to be finished by 2025. Chef Ali expressed excitement for the French menu—he was born in Egypt, worked as a chef at the Four Seasons in Madrid before coming to Europa Village to create a menu for all three kitchens.

Read More: The Joy of Inclusive Cooking

Of all three cuisines, Chef Ali says he is most excited about the upcoming menu at C’est La Vie. “It is bringing out my passion,” says Chef Ali. “I want to share the love of food with others and connect with our guests on a whole different level.”

Rendering of C'est La Vie Temecula California — Winery at the C’est La Vie. Photo by Visit Temecula

Meet in Toronto

Toronto Is More Than a Meeting Place

Toronto is North America’s fourth most populous city, making it Canada’s largest and most visited destination. The city is built on a collection of diverse communities that thrive on economic, innovative, and cultural inspiration and is open to embracing rising talent and opportunities. Find yourself surrounded by towering skyscrapers, artistic alleyways, and stunning venues that contribute to the charm of the city, making it an ideal destination for meetings and conferences. There is much to explore, from big-ticket events, top attractions, award-winning restaurants, and Canada’s leading business sectors.

Innovative Economic Sectors

Toronto is the driving force in key business sectors, including life sciences, technology, and financial services. Toronto ranked first in North America for both high-tech job creation and population growth and in the world for working women. It was also named the globe’s second-safest city, its sixth-best for remote workers, and ranks among the top in international smart-city rankings. An established business powerhouse, the city is home to more than a quarter of Canada’s largest businesses that have set their headquarters in Toronto, and a thriving start-up culture.

https://youtu.be/SLh0pAHhzuY

The Discovery District, a 2.5 km downtown Toronto research park and health innovation hub, comprises 7 million square feet of facilities representing Canada’s largest concentration of hospitals, research institutes, business incubators, and venture capital organizations, along with the University of Toronto.

Industry-leading Venues

With 442,000 square feet of exhibition space, 77 meeting rooms, multi-purpose ballrooms, and a theatre equipped for performing arts as well as corporate events the Metro Toronto Convention Centre is the country’s largest convention facility. The centre is recognized as top-of-class by meetings and event organizers around the world and has hosted over 21,000 events during its four-decade history. The Centre is committed to making a positive impact through initiatives such as its Food and Beverage Program, focused on sourcing local and donating leftover items.

Exhibition Place is a leading green venue and has been ranked in numerous awards and accolades for its sustainability efforts. The entire facility has signed the Net Zero Carbon Events Pledge. In addition to the facility’s GREENSmart initiative, which started in 2004 and focuses on implementing sustainable development practices across the site, its Enercare Centre and Beanfield Centre venues have earned LEED Platinum and Silver certification, respectively.

A Mosaic of Unique Voices

Multiculturalism is the root of Toronto’s inclusive and collaborative spirit. The city owes much of its success to its diverse communities—53 percent of the population is foreign-born, representing 250 ethnicities and 180 dialects spoken. The result: a perfect foundation for collaboration to initiate new and engaging experiences. Toronto’s mosaic of cultures is indeed unique and inspirational, creating a space that promotes and cultivates ideas and perspectives. It is the place to be to collaborate, experiment and create.

Global Intersection

Easily accessible with two international airports that serve over 180 global destinations in 55 countries, Toronto serves as the gateway to Canada. Getting to the downtown core is easy, the UP Express train quickly connects Toronto Pearson International Airport (YYZ) to the downtown Union Station by a 25-minute direct transit.

Connect with Destination Toronto’s team to tap into a wealth of tips, resources, and local expertise to serve your needs. Destination Toronto’s 6ix Stack program is a comprehensive attendance marketing program that offers a range of services, from 24/7 on-demand assets to highly customized assets.

For more information, visit DestinationToronto.com

What the impact of a younger generation means for the future of the meeting industry

No two generations are the same. When it comes to interest in technology and the rapidly changing landscape of digital interaction, one size does not fit all. Smart Meeting spoke with Ken Holsinger, senior vice president of strategy at the event management company Freeman, to pinpoint how data can be used to enhance the event experience for all ages.

Lesson 1: Don’t Forget Gen X

In the Freeman Event Attendee Intent and Trends Report Q1 2023, respondents in the Gen X demographic (45 years and older) are focused on professional obligation. This differs substantially from the expectations of Gen Z and millennials who crave a more personalized experience.

Of course, not everyone in a given age range will react identically to an event marketing message. In fact, Gen X is considered a “bridge generation” with some identifying more as boomers while the younger Gen X identify more as millennials. But understanding tendencies of a group can help to cater messaging to individuals.

Lesson 2: The Changing Work Force is Female

According to the Department of Labor and The Wall Street Journal, the current and incoming workforce of millennials and younger Generation X are slowly overshadowing older Generation X and Baby Boomers respectively. By the year 2025, millennials age 35-39 will make up 19.1% of the labor force, while the 20-24 Gen Zs follow close behind at 14.6%. Generation X 45-49 years old will hold their own millennials at 17.1% but as Xers near retirement age, these numbers are likely reverse.

“You’re seeing a major shift. Look at the acceleration of retirement among boomers. We know that in the workforce this was already happening, but the pandemic accelerated that retirement rate significantly post-pandemic and Gen X isn’t big enough to fill the void,” said Holsinger.

Originally, boomer attendance was slanted more male, however the demographic shift has changed this. The shift of female attendees at B2B events has made a drastic shift from 20% to 34%.

“This rapid shift means that we have a completely different audience that we’re dealing with, and they are more female, they are more diverse in almost every way. Of course, their marketing preferences are different.”

One thing to be aware of is not only the changing face of the attendee majority, but their link with market trends. “Consumer market trends are what are driving their decision making. And in fact, I would project that B2B is dead. It’s not that the marketplace is, it’s that the way that we engage attendees (and) they are consumers first and overwhelmingly so,” said Holsinger.

Lesson 3: Don’t Email Gen Z

Email blasts and newsletters were once king of the communication castle. Now, event planners looking to grow a Gen Z audience may need to get more creative in engaging the younger demographic. Based on research done by HubSpot and Brandwatch, 57% percent of Gen Z attendees discover new things through social media, followed by 46% through YouTube ads and 42% searching the internet. While older demographics are more likely to engage via Facebook, Millennials and Gen Z are found more on TikTok and YouTube.

What does that mean for the future of the events industry? Well, a few things. The changing of the guard between generations means events will need to be more flexible and open to quickly adjusting to accommodate the younger generation’s preferences of engagement.

But communication is just one brick in a wall of ideas to consider when addressing the various generations that attend events now.

“Typically, (Gen Z and millennial) buyer journeys start with some sort of search and across all categories. And then they may funnel in from word of mouth, or they may funnel in from some other ad, but it usually leads to search and then goes out from there,” said Holsinger.

Lesson 4: The Covid Factor

The Covid-19 pandemic is still a major factor in how some people are choosing to attend events and age may play a role. Luckily, attendance appears to be on an upswing. However, planners should consider the factors that are keeping attendees at home, such as decreased travel and training budgets, inflation and recession concerns, attendees may still be hesitant to commit to attending.

The Freeman report calls out the younger generation’s need for connection and communication and how they value in-person events following lockdown. “You need to plan activities at your events that can only be done in person,” Holsinger continued. Save everything else for online. Freeman found that 73% of attendees want to experience demos, while 53% want structured sessions in a classroom or with a speaker or panel.

Holsinger suggested that meeting planners will want remote work to continue to elevate the attendees’ desire to experience in-person engagement. “The more (Gen Z and millennials) spend on screens—whether it be mobile or VR—the more they value in-person (experiences). In-person events are a value proposition and an experimental proposition that this new generation prioritizes over previous generations,” he said.

Lesson 5: Community Mindset

Care is a two-way street. Younger generations want to invest in a worthy cause and meeting planners have the challenge of finding a way to create a community mindset.

“Millennials and Gen Z say: ‘Tell me about your cause.’” What are you here to accomplish? It goes from more of a club mindset to a community mindset and many trade organizations haven’t made that shift.

Attendees may want to come to a professional trade association, but whether they join as a member is really up to you to convey the why of your existence, not the features and benefits of membership, said Holsinger.

How to choose between in-person, virtual and hybrid for your next event

When Covid-19 lockdowns pushed the world into all-digital interactions, they presented event organizers with a gift: the opportunity to test digital-only event strategies. Prior to the pandemic, we never had the data to compare a digital-only approach to events against in-person programming.

To be sure, the gift was forced upon us—the experiment was necessary. Because of it, we now have the data to make that comparison.

Some of what we learned was surprising. Case in point: virtual events are not less expensive than their in-person counterparts. Just ask any production house that was hired to deliver broadcast-quality experiences to audiences during lockdown.

Nth Degree Events clients also learned the following:

In-person events (with digital archives) outperform digital-only events in content consumption by +112%
In-person events (with digital archives) outperform digital-only events in opportunity close rate by +100%
Attendee net promoter scores show more than 3x greater overall satisfaction (+336%) with in-person events against digital-only.

These examples are indicative of the overall trend and recognition that in-person connections are more important now than ever as people try to make up for time lost due to Covid. Research also shows that consumers have become more purposeful post-pandemic, and that they expect brands to be equally purposeful and aligned with their values.

Programmed to Connect

Rob Lowe

Before the pandemic, people assumed that digital events were a great—and cheap—way to deliver content and educate an audience. Now, however, we know that digital events can often far exceed the cost of in-person programs. We also know that digital-only events deliver a far lower return on engagement (less than 50% of what’s consumed at in-person events) with the content that’s delivered, especially over longer events. Attendees engaging on video calls may be multitasking if they’re present at all (hard to tell if someone’s camera is off).

The pandemic taught us that humans have an intrinsic need to connect with each other. Sure, digital tools like Zoom allowed us to see faces and put names to them, but this came at a cost. Presentation styles tended to become outmoded, less conversational. We lost intangibles such as the ability to read the room. Digital event fatigue set in.

By contrast, in-person events extend the benefits of social interactions that allow attendees to make meaningful connections with each other, with experts and with existing and potential business partners. Often, it’s the serendipitous interactions that happen in hallways, in expo halls and around the coffee kiosk that will continue to drive content consumption.

Emotional connection is not the only engine at work here. There’s scientific evidence that our minds also get a boost with the kinds of exchanges that happen when in the presence of hundreds or thousands of our peers—that interaction is at the heart of cognition.

Know Your Audience

Digital-only and hybrid events do have a role to play. For example, digital-only events are great for customers who are in the early stages of their buying cycle. They enable customers who are in their discovery phase to learn about a product or view a demo without having to travel and with minimal time commitment.

But if you’re looking to impact behavior in the later stages of the buying cycle, especially for larger-ticket items, digital pales beside face-to-face engagement. For example, when customers start getting serious about buying and implementing software licenses or large-frame B2B products costing hundreds of thousands or even millions of dollars, there’s no substitute for in-person. According to our research, the close rate at in-person events was up 100%.

So how do you know whether to pursue an in-person strategy versus a virtual or hybrid one? It all comes down to knowing your audience. If you can get a sense of where your audience is in the buying cycle, you’ll be much better equipped to serve their needs, rather than taking a one-size-fits-all approach. This way you can balance in-person with digital without either cannibalizing the other.

Shifting Trends

Another trend we’re watching is a move toward more regional, in-your-backyard in-person events. If done correctly, these have the potential to become just as important as companies’ flagship events. These more local events are perfect for early-buying-stage customers that often don’t travel to larger, flagship events.

From boosting attendee satisfaction to amplifying brand loyalty, the pandemic and its aftermath have provided numerous learnings for event providers. Perhaps greatest of all, it led many of us to rethink the importance and the value of in-person connection. Our events—and our lives—are richer for that.

—

Robert Lowe is president of Nth Degree Events and has been in the industry for over 26 years. He has a proven track record of designing and innovating event strategies for the world’s leading technology companies resulting in events that grow year-after-year and exceed aggressive sales and marketing goals for his customers.

Vote for the Industry’s Most Engaging Speakers

Our Smart Speakers: Best of the Stage 2023 award is based on the actual experiences of Smart Meetings magazine readers at venues and destinations around the world. This is your chance to recognize the keynote presenters who partner with you to elevate the meetings experience based on a variety of attributes such as engagement, humor, originality, empathy and effectiveness.

We’ll calculate the results and feature the top-rated speakers in the July issue of Smart Meetings.

Click below to vote for your favorite presenters. The deadline is May 12.

Vote Now!

One of the most exhilarating and difficult things I do each year is sort through the Smart Women in Meetings Award nominations. The stories of overcoming medical setbacks, discrimination and the difficulties of starting new ventures in the face of adversity left me awed by the bravery you showed in continuing to pursue your dream.

JT Long

Kudos to the fabulous Jaclyn Bernstein, owner of Empire Force Events, who co-founded her local Live Events Coalition during the pandemic height to advocate for the industry. We are cheering you on, Veronica Rivera and hope you will continue bringing your authentic self to benefit San Diego Tourism. Thank you, Jeanette Stensgaard from the Kidney Cancer Association, and all the volunteers who help move the industry forward.

I loved reading about how you found a home for yourself in hospitality. For Marriott’s Louise Bang, it was the ability to be in a state of motion. Entrepreneur Deborah Elias left her biomedical science education behind because she realized being a doctor would never make her as happy as planning events. Discover The Palm Beaches’ Kelly Cavers actually left the industry before realizing, “It does not matter how great the pay was, I missed the product I was selling, but most of all, I missed the community of people.”

I put your three-word descriptions of how you approach life into a word cloud generator and confirmed my suspicions that you are a pretty positive group. The top response was “inspire” followed by “collaboration”, “excellence” and “passion”. You embody the service leadership traits that make events a powerful force for good in the world.

Smart Women in Meetings Awards 2023 Issue

Your goals gave me hope for the future. From starting nonprofits (I’m looking at you Helene Falgia and your Global Giving Tree) and pursuing certifications and degrees to writing books and mentoring the next generation of event professionals, it looks like you are just getting started.

It was almost too much good stuff. This year, we had five times more entries than any other time in the eight years of the program. I wish they could all be winners. Just know that your story moved us in unique ways we thought needed to be told. I hope this recognition empowers you to go out and continue writing that story while sharing the journeys of your fellow leaders.

I look forward to toasting all of you in New York City at Smart Women in Meetings Awards Gala on August 3. Register for the event here.

Cheers,

JT Long

Editorial Director

Smart Meetings

Security, training and follow-through crown best efforts of meeting producers

The five-star Royal Lancaster London will welcome a number of VIP guests for the Coronation of King Charles III. The 411-room property, overlooking Hyde Park, is no stranger to hosting diplomats, royalty, celebrities and heads of state. This historic and solemn event will be a singular challenge for them and other London hoteliers and the special event designers managing every detail.

And, there is a new aspect to the program. For the first time since 1066 when William the Conqueror was crowned in Westminster Abbey, other monarchs will be invited to attend. Crowned heads from Europe and Japan will be on hand. Prior to that, it was a tradition not to invite other royals who might take away the spotlight from the monarch.

The last coronation was 70 years ago—not within the memory of most royal followers. There really is no playbook for this newest version of an ancient rite, which His Majesty has ordered to be simplified and modernized for the pivotal moment in his reign. This is a religious rite as well as a coronation and a sacrament in the Anglican Church.

Today’s London hoteliers will be setting a few precedents, writing a new playbook and bringing that expertise to the creation of new and dynamic events and meetings. The Royal Lancaster London’s General Manager Sally Beck is confident that their multi-national staff, topflight security, exceptional facilities and thorough knowledge of protocol will carry the day.

“Protocol can be very daunting and complex,” notes Beck, who has welcomed a number of VIP guests during her 10-year tenure. “But, coupled with security, it is a key part of making a guest feel safe and appreciated. I know that in America it is more informal but when protocol is ignored or misunderstood, problems can occur, whether the VIP is a public figure, governor, mayor, senator or CEO of a local corporation.”

Following are some lessons from the preparations that could inform any special event planner.

1. Practice Coordination and Confidentiality

The delegation planning to stay at Royal Lancaster London will first meet with the diplomatic and corporate senior sales manager and the safety and security manager prior to the VIP visit. They will also conduct a complete reconnaissance of the hotel.

“To ensure that we maintain the privacy and confidentiality of dignitaries at all times, we treat mission-critical information on a strictly need-to-know basis,” says Beck. “All of our employees in the hotel are provided with information solely related to service expectations for each delegation.”

VIPs generally travel with their own protection teams and the Metropolitan Police Service assigns a team for each. A dedicated hotel security team is on site to help execute the security plan and coordinate all VIP movements.

The same protocol applies to all delegations. However, cultural awareness must be considered and respected within this framework. Flexibility is key.

2. Train Staff Thoroughly

All hotel staff are fully trained on how to provide five-star service and will be fully briefed on special requirements, amenities and cultural and religious preferences. A core team from different departments is dedicated to looking after VIP guests.

Special requirements can vary from requesting certain foods, rooms away from the lifts or on a particular floor, blocking off a whole area or floor of the hotel for security reasons, etc. The team can also arrange for discreet private arrivals for VIPs and high-security individuals.

3. Don’t Get Lost in Translation

While most VIP guests speak English, it is prudent to have a translator present for dealing with the delegation and to ensure there are no misunderstandings and to deal with any emergencies. The Royal Lancaster London has a diverse team with over 40 nationalities, so usually there will be a team member who can assist with this.

4. Arrange for Personalized F&B

Some guests may travel with their own private chef or order-in food from their favorite restaurant or the hotel. It is still important to be aware of cultural or religious dietary requirements. This usually includes offering dishes that do not contain alcohol even though it has been cooked to the point that all alcohol is evaporated. Any alcoholic beverages should be removed from the room.

5. Get the Titles Right

Titles are critical in royal circles and one of King Charles’ first moves was to upgrade the titles of William and Catherine and of his brother Edward. Whether you are dealing with your local Fire Chief or a prominent guest speaker, it is vital to get these titles right. The individual has earned these titles and much offense can be caused if they are incorrect.

Some things to consider: Does the VIP have an Honorable in front of their name and is it spelled out or abbreviated? What letters appear after the name and if they are included, be sure you get the order, spelling and abbreviations right.

6. Fly the Right Flags

At an event, various official flags might be used—the flag of the home country, the flag of the guest delegation and in the U.S., possibly the state flag. Other flags might include a company flag, military banners and the flags of universities or organizations involved. This is another complex issue that can be problematic. Go to the internet for the most current information on this or check with the offices of your congressional representative.

Luckily, there are lots of places to turn for assistance. Embassies and consulates representing the country involved can help. Universities often have a department of security and/or protocol. The U.S. Department of State is an excellent source of information on protocol for foreign dignitaries. The offices of governors, mayors, senators and members of the House of Representatives and members of a state’s Senate or Assembly can also be a great resource. And of course, Ambassador Google is your friend.

What to See in London During Coronation Year

The Royal Lancaster London plans to celebrate beyond Coronation Day with special offers that will enable guests to experience the many special events and exhibits that will still be offered once the crown settles on King Charles’ head.

“Guests can opt to visit London throughout the summer and take in many of the historic sites related to Britain’s royals,” says Beck. She notes that additional packages are available throughout the summer, geared to families, couples, and others. “Our Concierge Team can organize private tours with Blue Badge Tour Guides so guests can visit the key places in London with Royal History and affinity, alongside their extremely knowledgeable guide.”

The hotel is within walking distance of several renowned royal sites including Kensington Palace, the splendid home of Queen Victoria before she ascended the throne and more recently, The Duke and Duchess of Sussex. Here you will also find the Statue of Diana, which was unveiled in 2021 and the Princess Diana Memorial Playground. Today, the Palace houses collections of royal dresses and will launch a blockbuster exhibit, From Crown to Couture, in April. A walk through the park takes guests to Buckingham Palace where visitors can tour the Queen’s Gallery and rotating exhibitions of priceless art works from the Royal Collections. The Royal Mews and its magnificent collection of coaches are on display. This summer, Buckingham Palace will be open to the public for tours. The Tower of London spans a thousand years of often infamous royal history and the Beefeater Guides will tell all.

Theater buffs can check out the Royal Court Theater attended by British Royals since the 17^th century. A quick train ride takes guests to Windsor Castle, home of the late Queen Elizabeth II, and to Hampton Court Palace where Henry VIII lived with five of his six wives. The scene of many a royal drama, Hampton Court boasts a brilliant combination of Tudor and Baroque architecture. Kew Palace and its botanical gardens was a favorite hangout of George III. Blenheim Palace in Oxfordshire is celebrating the Coronation with a new Royal Connections Exhibit of art, furniture, clothing and artifacts connected to royalty.

Most of these venues have gift shops selling unique royal-related merchandise including fine china, crystal, teas and toys. Visitors can engage a personal shopper at Harrods, where generations of royals have sought retail therapy. Shoemakers, jewelers, tailors, milliners, perfumers and cosmeticians can proudly claim Royal Warrants certifying that a member of the Royal Family is a patron. Fortum & Mason was the first to be granted a Royal Warrant from Queen Victoria and its quintessentially British merchandise is still a favorite.

A mid-century architectural landmark, built in 1967, Royal Lancaster London is a popular conference and event venue boasting two ballrooms and a variety of breakout space and meeting rooms. Studio 19, a unique XR Mixed Reality Production Studio, is designed to host virtual, hybrid and live events.

Guests can enjoy a selection of restaurants and bars including the award-winning Nipa Thai, serving the most authentic Thai food outside of Bangkok, Hyde Café for delicious pastries and an indulgent Afternoon Tea and Park Restaurant and Lounge Bar, offering a carefully crafted cocktail menu and relaxed dining. The beautiful Park Restaurant, with stunning floor to ceiling views of Hyde Park, serves a delicious breakfast every morning.

Other amenities and services include a well-equipped gym, bike rentals, in-room spa treatments and picnics in the park. Royal Lancaster London enjoys an ideal location with quick access to the London Underground and a number of buses that stop at the hotel. Nearby Paddington Station provides 20-minute train service to Heathrow Airport and to other UK destinations, plus the newly-opened Elizabeth line.

—

Sally Beck, MI, FIH, is general manager at Royal Lancaster London.

Carlos Lopez and Stephanie Tablada

Carlos Lopez (left) and Stephanie Tablada (right)

Lopez is general manager and Tablada is director of sales and marketing for Kimpton Grand Roatan Resort & Spa in Honduras.

Lopez comes from Grand Roatan Caribbean Resort in Honduras, where he worked as general manager since 2015. Lopez has spent the majority of his more than 17 years of hospitality experience in his home country, El Salvador, beginning his career with InterContinental San Salvador, where he worked as front office manager, and sales and marketing manager. He later became general manager of Comfort Inn Real San Miguel and Comfort Inn Real La Union Hotel.

Tablada, a Miami native, most recently worked at Kimpton Surfcomber Hotel in South Beach, Miami, as director of sales and marketing for the last six years. She has also worked at Royal Palm South Beach Miami as associate director of sales and Mondrian South Beach Miami as international sales manager.

Rose Noble

Rose Noble sitting down, wearing black pants and grey long sleeve shirt

Noble is president and CEO of Washington’s Visit Spokane, effective May 15. Noble was president and CEO at Galena Country Tourism in Illinois. Before working with Galena Country Tourism, Noble worked as an art fair coordinator for DubuqueFest in Iowa. She also founded and was director of the regional craft show Handmade City, which served the Illinois/Iowa region.

Fernando Santana

Fernando Santana wearing glass and blue sport coat and purple dress shirt

Santana is resort manager for Grand Hyatt Baha Mar in Nassau, The Bahamas. He most recently worked at Hyatt Regency Frisco in Texas as general manager; before this, he worked in the same role at Hyatt Regency Key West in Florida.

Santana’s expansive stint with Hyatt Hotels also includes positions at Hyatt Regency Lost Pines Resort as executive assistant manager, Hyatt Regency Huntington Beach Resort in California as executive assistant manager and Hyatt Regency Dallas in Texas as director of rooms.

David Ecija

David Ecija wearing dark blue sport coat and light blue dress shirt

The Beverly Hilton named Ecija general manager. Ecija previously worked as cluster general manager for Hilton West Palm Beach and The Ray Hotel, Delray Beach, Curio Collection by Hilton in Florida. Ecija’s professional relationship with Hilton Hotels has also included general manager roles throughout Europe, including Hilton ViIlamoura As Cascatas Golf Resort & Spa in Portugal, Hilton Diagonal Mar Barcelona, Hilton Sukhumvit Bangkok, DoubleTree by Hilton Sukhumvit Bangkok and Hilton Sao Paulo Morumbi.

Jed Arricivita

jed arricivita wearing blue sport coat and white dress shirt

Arricivita is commercial director for Alma Resort. Arricivita previously worked as director of sales at The Peninsula Bangkok for nearly 10 years. Before this, he was director of sales at Shangri-La Bangkok and Shangri-La Mactan Resort and Spa in Cebu, and director of business development at Makati Shangri-La in Manila.

Pamela Laite

Pamela Laite wearing green velvet shirt

Development Counsellors International (DCI) named Laite director of business events. Laite joined DCI in 2020 as account executive. Before this, Laite worked as business development manager at Fredericton Convention Centre in Toronto and director of industry relations, member care and events for Tourism Toronto. She is based in DCI’s Toronto office.

Tyler Poitras

Tyler Poitras wearing multicolored blue tie, grey sport coat, and off white dress shirt

New York’s Lake George Regional Convention & Visitors Bureau named Poitras senior sales manager. Poitras previously worked at Trustco Bank as senior universal banker. His experience in the hospitality industry began in 2015 with Walt Disney World in Florida, where he led multiple F&B locations, including Hollywood Studios and Wilderness Lodge. He also worked as front desk supervisor at Disney’s Pop Century Resort in Lake Buena Vista, Florida.

Matias Tugores

Matias Tugores wearing black dress shirt and white dress shirt

Tugores is general manager for Thompson Playa del Carmen in Mexico. Tugores has lengthy hospitality experience in Mexico and other Latin countries, including Iberostar in Canary Islands; The Excellence Collection in Puerto Morelos, Mexico; Catalonia Playa del Carmen in Mexico; and Shibari Tulum in Mexico.

Tony Hodgins

Tony Hodgins wearing dark blue sport coat, gold tie and light blue dress shirt

Hodgins is general manager for Pennsylvania Convention Center. Hodgins comes from Freeman, where he worked most recently as vice president and general manager during his 30-year stint with the company.

Robert Cameron

Rob Cameron wearing blue and gold tie, white dress shirt and dark blue sport coat

Cameron is director of group sales for The Boca Raton in Florida. Cameron previously worked as a hospitality consultant in Palm Beach, Florida. He also worked as regional director of sales and marketing at TPG Hotels & Resorts, general manager at Kimpton Solamar San Diego and director of sales and marketing at Manchester Grand Hyatt San Diego.