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SITE SOLUTIONS Blog

First impressions are long lasting….

Posted by Justina Treventi on Thu, May 16, 2013

...make sure your conference attendees feel welcome from the start

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Topics: Hospitality, Conference Attendees

Genuine Customer Service is a Mind Set

Posted by Lisa Appiarius on Mon, Apr 1, 2013

A customer is a living, breathing human being with a personality, emotions and needs that must be met.  Just like you!  A potential customer has thousands of products and services to choose from.  Those products and services are usually available at hundreds, if not thousands of places of business.  So why did they pick you to deliver their product or service?  They picked you because you made a difference. 

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Topics: Hospitality

Service …. An act of helpful activity

Posted by Justina Treventi on Wed, Apr 4, 2012

Vegas SkylineHave you ever had to depend on assistance with onsite meeting management from a local convention visitor’s bureau or temp agency? I generally use a local CVB to hire extra hands to help with registration check-in at the busiest times. Because I am in a different city all the time, I never know what to expect prior to arrival except for the schedule including the names, dates and times of those hired. While I generally have a good experience, once in a while I’ll have someone who is a little slower than I’d prefer, or maybe someone who needs to ask a registrant’s name multiple times when searching for a badge.

Recently I had the opportunity to hire a gentleman through the Las Vegas CVB for two four hour shifts at the registration desk. He arrived on time, looking very professional in his demeanor and attire. I briefly gave him an overview of the meeting space and the various nuances of this particular registration. Very quickly he took over and was acting as if he had worked for us for years. The attendees had no idea he was not part of our team. When the conference bags began to run low, he asked where the office was located so he could replenish our supply. On the second morning, without being asked, he strategically placed himself in a high traffic area a few minutes before the break so he could act as a human arrow. As attendees left their sessions he was directing them to the coffee break in the exhibit hall, to the restroom and to the speaker ready room. He left such a lasting impact on me and our client that we told him we’d like to take him with us to every city. Before he left us I told him whenever I return to Las Vegas with any client I will make sure to request him by name if I need to hire onsite assistance.

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Topics: Hospitality

Go the extra mile as hospitality professionals to leave a lasting impression!

Posted by Justina Treventi on Thu, Mar 8, 2012

chocolate, font, dessert, VIP meetingAccording to Dictionary.com, hospitality is defined as “the friendly reception and treatment of guests or strangers”. As meeting professionals we have the opportunity to travel frequently and experience all types of hospitality, the good, the bad and the ugly sometimes. Nothing makes us happier than when a property lives and breathes the spirit of hospitality.   

About 5 years ago I had the pleasure of working a conference at the JW Marriott Starr Pass in Tucson, Arizona. I realized as we drove up to the property the beautiful setting was just the beginning of what would be one of the best examples of hospitality I’ve ever experienced. The staff went above and beyond in the way they treated our client’s staff and the conference attendees as well. Their personalized service left a lasting impression on everyone involved. Everyone said we’d love to go back there someday soon.

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Topics: Hospitality