1. The Importance of Quality in Convention Centre operation
Sally Greenhill
The Right Solution

2. The Importance of Quality in Convention Centre operation
What makes a conference centre successful?

3. 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

4. The Importance of Quality in Convention Centre operation
What makes customers return?

5. 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

6. The Importance of Quality in Convention Centre operation
What is Quality?

7. The Importance of Quality in Convention Centre operation
What is Quality?
Exceeding customer expectations

8. The Importance of Quality in Convention Centre operation
Why should we focus on quality?

9. 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

10. The Importance of Quality in Convention Centre operation
How do we achieve this?

11. The Importance of Quality in Convention Centre operation
How do we achieve this?
By being focussed on exceeding customer expectations
By not accepting mediocrity

12. The Importance of Quality in Convention Centre operation
How do we achieve this?
Through PEOPLE with:
Pride
Professionalism
Passion
Wanting success

13. 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

14. The Importance of Quality in Convention Centre operation
What will quality return to the business?

15. 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

16. 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

17. 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

18. The Importance of Quality in Convention Centre operation