The Importance of Quality in Convention Centre operation Sally Greenhill The Right Solution
The Importance of Quality in Convention Centre operation What makes a conference centre successful?
The Importance of Quality in Convention Centre operation What makes a conference centre successful? Quality facilities suited to market needs Quality service and staff support Quality of destination
The Importance of Quality in Convention Centre operation What makes customers return?
The Importance of Quality in Convention Centre operation What makes guests return? Food/beverage Knowledgeable staff 3. Skilled staff 2. Pre arrival service Service when at establishment Source: PWC Survey
The Importance of Quality in Convention Centre operation What is Quality?
The Importance of Quality in Convention Centre operation What is Quality? Exceeding customer expectations
The Importance of Quality in Convention Centre operation Why should we focus on quality?
The Importance of Quality in Convention Centre operation Why should we focus on quality? To beat the competition To achieve our objectives To delight customers and make a profit To create something that will last
The Importance of Quality in Convention Centre operation How do we achieve this?
The Importance of Quality in Convention Centre operation How do we achieve this? By being focussed on exceeding customer expectations By not accepting mediocrity
The Importance of Quality in Convention Centre operation How do we achieve this? Through PEOPLE with: Pride Professionalism Passion Wanting success
The Importance of Quality in Convention Centre operation How do we achieve this? Through PEOPLE with: Energy and enthusiasm Belief in what they are doing Experience Successful ingredients = destination + product + service
The Importance of Quality in Convention Centre operation What will quality return to the business?
The Importance of Quality in Convention Centre operation What will quality return to the business? -Competitive advantage -Quality facilities and service command higher prices -Increased demand -Aid to yield management
The Importance of Quality in Convention Centre operation What will quality return to the business? -Repeat business -Happy staff -Improved profitability -Increased economic impact for destination
The Importance of Quality in Convention Centre operation How do we deliver quality? Business strategy & planning Communication Focus on your customer Innovation/creativity Service Training Innovation/ creativity Business strategy/planning
The Importance of Quality in Convention Centre operation sallygreenhill@rightsolution.co.uk 0044 20 8582 0489