Dear Venue Operators we have been friends for a
long time. We have created great events together. However, we can still improve
our partnerships, but first let me tell you some of my observations that you
can make some improvements.
1.
Make Your Venue Cooler
If you are a hotel or a first class venue,
ensure that you can make your venue cool. It is hard to enjoy the night or
event if we are all sweating inside our business suits. Always try to imagine
and add in your computation the body heat that will be added inside the venue.
Some venue operators and ventilation experts
failed to see this; they compute the room’s need for air condition units
without adding the potential guests that will use the venue. Their failure
destroys their reputation and the possibility of repeat business.
2.
Deliver the Food that We Order
Funny that the food served during the taste
tests is very different to the food you are serving in the actual event. It
ruins the event, and makes us dissatisfied. Always ensure that what you remain
true to this area. Please do not shortchange us; we are paying for what our
guests and we are eating. Make us happy the stomach is closer to our hearts.
3.
Train Your Staff the Proper Protocols
You are in the service industry it is your job
to produce trained staff competent to face the questions and needs of the
guests. This is a minimum requirement, so please train them to meet this
minimum requirement. Otherwise, you do not have the right to run a venue and be
part of the hospitality industry.
4.
Do Not Leave Us During Difficult Situations
If you failed to deliver your promises
and because the problem that occurred points towards your shortcomings do not
leave us in the middle of irate guests. As much as we are experts in our field,
we are inside your venue, we cannot control how you will deliver the other
elements of our events and if you failed in your delivery, causing
dissatisfaction to our guests be brave enough to do customer recovery hand in
hand with us.
By doing this, we might use you again. But
ignore this, you do not only lose us, we spread the news to our industry and
that is bad business for you.
5.
Acknowledge Immediately Your Shortcomings
This might be a very bitter pill to swallow but
you must. If you failed to deliver what you promised and it caused misery to event organizers like us, we expect you to apologise during the actual event.
Please do not smile while you staff are fumbling in front of our very eyes, and
while the eyes of some of our guests are starting to look like fierce tigers.
Do not make excuses our event is planned a long time ago, like other events
on-going on your venue that coincide in our event. You failed to plan, so be
brave and fast in admitting your mistakes and apologize to us.
In addition, you must do some actions that will
make us feel that you are sincere in your apologies.
Again, you are in the hospitality industry, you
are rated on the way you deliver services. Experience never matter here, be lax
in a day and you will suffer the consequence. You become incompetent in a day,
despite the fact that you have years of experience in this industry.
The rule is very clear in events management and
hospitality industry: “You are only as good as your last performance.” So
always be ready all the time.
- Thursday, June 11, 2015
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