On Site Services

Managing all of the details of a program during operation–the billing, the functions, the travel staff, the meeting content, the participants, and your relationship with your client, is nearly impossible for a single planner to do. Oftentimes you cannot even be on-site. You may need a strong, capable, point person to manage the daily operations so that you can focus on your client’s overall program satisfaction. An experienced and professional Program Lead can fill this management role. The Program Lead is responsible for deploying resources, organizing action, and monitoring performance while striving to run a smooth, successful program.

The Program Lead will meet with you prior to the program to complete a full review of program requirements and details. Together, you will work through your expectations of each event and any important client information, as well as walk the entire hotel property and off-site locations. The Program Lead then briefs the other Travel Directors on policies, service expectations, any program changes, and important venue knowledge. The Program Lead conducts a daily program performance review and discusses the preparation for the following day with you and the entire staff. The Program Lead is in charge of reviewing your program billing and coordinating all accounting records according to the procedures that you have outlined.

Moving participants from one place to another is a basic requirement of almost every program. This may be as complex as organizing an arrival day shuttle with fifty buses to take guests from multiple airports to multiple hotel properties, or it may be as simple as arranging a single sedan transfer to drive guests to and from dinner. Either way, transportation is tricky. When it runs as planned, it goes unnoticed. However, if one transfer is late, one bag is left behind, or one bus gets lost, an entire program can be tainted. The Transportation TD knows what questions to ask and how to plan ahead so that all participant moves, regardless of how big or small, run smoothly and with a backup plan.

The Transportation TD knows how to proactively arrange program departures and coordinate these details between a hotel and Destination Management Company (DMC). The Transportation TD manages the luggage pull process and departure grids, not only giving hotels and DMCs valuable schedule information, but also personalizing departure notices go let each participant know exactly where and when they need to be ready so as to not miss their flight. These TDs also cross-check manifest lists, dates, times and vehicle requirements for all intra-program movements, as well as assist participants with emergency travel and airport information.

Food and Beverage (F&B) functions are often the most memorable elements of a program. These events are where attendees meet new associates, renew old acquaintances, and develop positive feelings about the overall meeting experience. A program’s meals, cocktail parties, and even snack breaks greatly influence your client’s perception of how the overall program is operating. The F&B Travel Director recognizes this and manages every aspect of every function, oftentimes waking up before the first egg is cracked and retiring only after the last cocktail is poured. Food and Beverage TDs work long, hard days to ensure the flawless execution of a program’s meals and parties.

The F&B TD reviews all Banquet Event Orders (BEOs) to ensure that the food is set up on time, seating is available for your entire group, and that you are charged at your contracted prices for only the quantities ordered. The F&B TD resolves questions regarding menus, times, themes, and signage. They identify VIPs to banquet servers, monitor service quality during the event, stay with the function until its conclusion, and will ensure that each line item on the banquet check is correct.

Guest rooms are undoubtedly one of the most difficult and important areas to manage on a program, requiring the focus of a very detail oriented Travel Director. Questions such as which participants need two beds, a king bed, adjoining rooms, a smoking or non-smoking room, a suite, an ocean view, or handicapped access barely scratch the surface of possible rooming issues. For example, have the pre and post extensions set up correctly? Whose incidentals should be billed to the master account?

The Rooms Travel Director knows exactly what to ask and how to research these questions. The Rooms TD works closely with the hotel’s front desk staff, together attending to guest preferences. The Rooms TD cross checks rooming lists and verifies hotel occupancy the night prior to arrival day. Once the group has arrived, the Rooms TD obtains an alphabetical, numerical, and no-show rooming list each day to minimize the costs to the client.

Your guests will have questions. What time does the dinner transfer depart? Where is the pool, the restroom, the business center? What is tomorrow’s attire? Whatever their questions are, no matter how many times they are asked, your participants expect friendly, accurate answers. The hospitality desk staff must be approachable, informed and always prepared to anticipate the needs of your guests. While other Travel Directors do much of their work behind the scenes, the Hospitality Desk actually showcases your TDs.

As the face of the travel staff, the hospitality desk TD raises the bar, demonstrating the high professional standards of both attitude and attire that should be expected on any program. Whatever the task, from organizing name badges, following up on log book requests, or directing participants to ATMs, pharmacies, shops and restaurants, the Hospitality Desk TD anticipates guest questions and issues before they become problems.

While all participants deserve personalized attention, there are often VIP executives that require a service level a notch higher than the rest of the group. Our Executive VIP TDs are prepared for the increased duties associated with these high profile participants.

Prior to the program, the Executive VIP TDs will meet with you to identify executives names, titles and any special services that may be required. Oftentimes these executives have arrival and departure needs that are different from the rest of the group. VIP schedules tend to be busier than other participants, warranting dedicated TDs to continuously monitor any changing needs and cater to any special request. The VIP Travel Director understands the value of keeping detailed notes on a VIP’s dietary requirements or special rooming preferences, and ensuring that no detail is missed for your most important participants.

A Program’s activities are oftentimes the most remembered elements of an incentive or business trip. Activities offer participants a chance to relax between intense meetings, or provide a way for a client to reward top performers. The Activities TD knows how to manage this social aspect of your event, from reserving tennis courts or tee times, to scheduling snorkeling excursions or trolley tours of a city. The Activities TD manages and coordinates between ground suppliers, destination management companies, and the programs participants to ensure that every participant has a great time.

The Activities TD is responsible for details such as reviewing pre-registration sign-ups with the hotels or other suppliers. They must cross-reference activity maximum numbers with the sign-up lists to ensure clients have enough space for all of their participants. The Activities TD will coordinate transportation to and from the event, order box lunches if necessary, and inform guests of their departure time, suggested attire, and relay any other pertinent activity information. An Activities TD may accompany participants to assist with any questions while away from the hotel and to make sure that everyone returns safely.

Most corporate programs are centered on business meetings. Programs are often based upon bringing participants together to network and learn about new products or policy changes as well as generate new ideas. Such meetings may be held in small suites to promote interactive breakout sessions or in hotel ballrooms with keynote speakers presenting to the whole group. No matter what the format, it is imperative to have a meetings staff that understands the important role that these meetings play in today’s corporate world. The Meetings Travel Director is responsible for the successful setup, execution, and breakdown of the meeting room environment.

Upon arrival, the Meetings Travel Director will tour all rooms being used for meetings, review all technology requirements, and make sure the property’s Audio Visual (AV) Departments are equipped to handle last minute changes. Prior to the meeting, the Meetings TD will advance each room’s setup, verify all signage, and coordinate times to refresh the rooms. During the meeting, the Meetings TD actively monitors each room for AV difficulties, signage changes, temperature problems, supply needs, and refreshment breaks. After the meetings, the Meetings TD make certain that all materials and signage are removed and given to the appropriate parties or, if needed, shredded.