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regional conference Concierge Training

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REGIONAL CONFERENCE CONCIERGE TRAINING National Conventions/Regional Conferences Site/Housing Task Force Toni Ward, Chair August 11, 2014 – PowerPoint PPT presentation

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Title: regional conference Concierge Training


1
regional conferenceConcierge Training
  • National Conventions/Regional Conferences
    Site/Housing Task Force
  • Toni Ward, Chair
  • August 11, 2014

2
Training Agenda
  • Welcome
  • Delta Inspiration
  • NCRC Site/Housing Mission
  • NCRC Site/Housing Task Force Vision Focus
  • Delta Concierge Service What Is it?

3
Training Agenda (.ctd)
  • Roles of the Participants
  • NCRC Task Force Members
  • Concierge Team
  • Concierge Expectations
  • Issues That May Arise
  • Frequently Asked Questions
  • QA
  • Closing Comments

4
Delta Inspiration
5
NCRC Site/Housing Task Force Vision
  • The vision of the NCRC Site Housing Task Force
  • is to serve as a resource and research arm of
  • the Sorority by recommending top-tier cities with
  • sufficient space and services to support national
  • conventions and regional conferences and
  • examining the feasibility of hosting national
  • conventions and regional conferences at
  • venues based on projected meeting space, hotel
  • room requirements, racial climate of the city and
  • amenities and attractions that will enhance the
  • attendees and guests participation and
    experience.

6
NCRC Site/Housing Task Force Mission
  • The mission of the NCRC Site Housing Task
  • Force is to create a strong, ongoing relationship
  • within the hospitality industry whereby Delta
  • Sigma Theta Sorority, Inc. is respected as a
  • premier convention and conference planning
  • partner that leverages the best facilities,
    venues,
  • and hotel selections, as well as service provider
  • rates and customer service.

7
NCRC Site/Housing 2014 Focus Areas
  • Develop 2014 Regional Concierge Team
  • Establish Proposed Schedule to Ensure Customer
    Service Coverage during Peak Coverage Periods
  • Solicit local sorors to fill coverage schedule

8
Delta Concierge Service
What Is The Delta Concierge Service? A team of
designated sorors primarily made up of sorors
from all across the Region who work in
conjunction with members of the National
Conventions/Regional Conferences Site/Housing
Task Force (a.k.a NC/RC Site/Housing) to ensure
delivery of seamless customer service to sorors,
conference participants and guests.
9
At Your Service
? ? ?
Rolling out the RED Carpet for our sorors and
guests during each 2014 Regional Conference!
10
NCRC Task Force Roles Responsibilities
  • Develop the Concierge team that will assist
    during the 2014 regional conference cycle
  • Serve as Concierge team liaison during regional
    conference
  • Ensure that Concierge team feels comfortable with
    their responsibilities
  • Be available in person and by phone to assist
    with urgent matters and matters team does not
    feel comfortable handling
  • Develop and complete housing team report

11
Delta Concierge Team.What Will You Do?
  • Enhance communication between the housing
    properties and Delta Sigma Theta's housing
    representatives
  • Create a positive and welcoming environment at
    all hotels upon check-in and departure for Delta
    members and guests
  • Help reduce lines during hotel check-in and
    departure
  • Assist Delta Dears and other special VIPs as
    needed

12
Delta Concierge Team.What Will You Do?
  • Ensure that emergency medical issues/first aid
    issues are immediately addressed
  • Notify appropriate hotel staff concerning
    elevator, escalators, and security concerns
  • Provide information to the extent possible about
    local shopping, nightlife, restaurants, and other
    entertainment options

13
Concierge Expectations
  • Ensure you arrive at your scheduled hotel timely
    and for the period assigned
  • Offer a warm welcome and smile to set the mood
  • Hotels may have Delta Dears and VIP only lines -
    please ensure sorors are in the proper lines and
    assisted timely
  • Ensure lines are moving smoothly and sorors are
    carrying their Jewels with them at all times
  • Assist with questions related to the city and to
    the conference
  • Keep your NCRC Site/Housing Task Force Members
    number handy - contact them with questions you
    are not comfortable answering

14
Issues That May Arise
  • Getting to check in and there is no reservation
    or name is not on the reservation
  • Trying to get a room with double beds when the
    reservation calls for a single
  • Having a debit card and not knowing the debit
    card policy
  • The proper way to set up your account at check in
    to make sure the bill is split properly at
    checkout
  • Ensuring that all roommates names are on the room
  • Storage for medication and requesting
    refrigerators for rooms
  • Not allowing roll away beds in double rooms

15
Items Concierge Team Does Not Handle
  • Running errands outside of the hotel for guests
  • Moving vehicles
  • Personally carrying or storing luggage (okay to
    watch for a few minutes)
  • Anything you do not feel comfortable handling

16
Issues that the NCRC Member Should Handle
  • Negotiating accommodations or extras for guests
  • Where the hotel is not honoring the room types
    selected
  • Where the hotel is moving guests in our room
    block to another hotel
  • Issues with hotel staff and/or management
    attitudes or rudeness to guests
  • Anytime the Concierge Team does not feel
    comfortable handling an issue be it hotel related
    or soror related

17
Frequently Asked Questions
  • Q What information should the Delta Concierge
    have available?
  • A The Delta Concierge will provide the schedule
    and locations of conference events locations of
    hotel restaurants, map of the hotel property and
    other services
  • Q What specific hotel policies should the Delta
    Concierge have knowledge of?
  • A The hotels check-in and checkout times
    roll-away bed policy and incidental costs for
    items missing and/or removed from the hotel room
  • Q Does the Delta Concierge serve specific days
    and times?
  • A Yes, the Delta Concierge provides coverage
    during identified peak hours

18
Frequently Asked Questions
  • Q How are Delta Concierge members selected?
  • A Delta Concierge members are selected
  • at the discretion of the Regional Director
  • Q How should the Delta Concierge member proceed
    if she is unable to resolve the sorors issue?
  • A Delta Concierge members should contact the
    assigned NC/RC Site/Housing Task Force member for
    guidance and resolution

19
Q A
  • Final comments from participants
  • Closing Prayer

20
NCRC Site/Housing Task Force Committee Members
  • Antoinette Ward, Chair Southern
  • Wanda Adams Southwest
  • Deloris Drakes Eastern
  • Lucille Frierson South Atlantic
  • Ruth Johnson Eastern
  • Rashanda Lowery South Atlantic
  • Terina Matthews Midwest
  • Shirley McKenzie - Eastern
  • Dawn Boykins Owens Farwest
  • Denise Peterson Southern
  • Terri Rice Central
  • Terri Rivalte, National Treasurer, South Atlantic
  • Eugenia Vance Southwest
  • Dyann Wilkerson Southern
  • Tamara Young-King Midwest
  • Patrea Logan HQ Staff Liaison
  • Vida Smith HQ Staff Liaison
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