InterContinental Meetings is a comprehensive approach to delivering a meetings experience which is seamless for planners and memorable for delegates.
A brand standard for all hotels, InterContinental Meetings will deliver to customers:
A differentiated offering which builds on the strengths of the InterContinental brand and sets us apart from the competition.
Consistency in the meetings and events offering across properties.
Greater efficiency and effectiveness in the sales and delivery processes.
Getting the basics right – providing a core service which meets the highest standards in the industry.
All elements of the InterContinental Meetings product are based around five stages of the Customer Journey – the experience the customer has from considering the hotel for a booking through to the completion of the meeting.
1. CONSIDERATION InterContinental Meetings introduces a range of new communication tools to assist in inspiring meeting planners to contact us and choose InterContinental.
Meetings and Events Pages on www.intercontinental.com Meetings and Events pages on www.intercontinental.com which are detailed, engaging and provide a highly informative view of each hotel. The pages also include a simple, easy-to-use search engine and refreshed RFP forms.
eSales Tools A series of tools which provide high-quality, detailed, interactive views of each property, in the form of Interactive Floorplans, Virtual Tours and an eBrochure. As hotels create their eSales tools, their eProposal (see below notes on eProposal) and hotel pages on the .com site will be updated with these new tools.
Collateral Templates are available for hotels to use when creating their Hotel Meetings Factsheets. A Global Meetings Positioning Brochure outlines the key selling points of the Meetings proposition. This is available in electronic format, for distribution via global sales offices (GSO) and hotels. Downloadable artwork files are also available for print locally.
2. CONVERSION
Response Time Our Standard Operating Procedures (SOP’s) state that we should respond to a customer enquiry within 2 hours (or 4 hours for social catering enquiries).
Enquiry Handling SOP’s ensure a smooth and efficient enquiry handling process. This ranges from the minimum requirements for greeting telephone callers to identifying all relevant details required to check availability.
Proposal Send-time Following the above 2-hour response time, SOP’s state that customers should expect a full proposal within 24 hours, personalised in an eProposal format (see below notes on eProposal).
eProposal To support the 2-hour response-time and 24-hour proposal send-time, an eProposal should be used for all enquiries. The eProposal is a customised media-rich proposal containing all relevant Meeting details, Virtual Tours and Insider Collection services (see below notes on Insider Collection under Event Experience).
The InterContinental Inclusive Meetings Package This inclusive package must be offered as the default day delegate rate. The rate includes the main meeting room hire; 2 breaks with snacks; lunch; unlimited conference drinks and water; LCD Projector & screen; and complimentary internet access for the meeting planner(s).
BDRC* Meetings Benchmark Tracker BDRC enables hotels to be scored at a very detailed level for their performance on all methods of enquiry handling. Each hotel and three of their chosen competitors will be mystery shopped (email, phone and RFP) on an ongoing monthly basis, which will provide a robust benchmark of the performance of the hotel versus the competition. *Except US and Canada hotels, which should use Master Connection Associates.
The Meetings Skills Certificate (MSC) To support hotels in implementing and maintaining the InterContinental Meetings standards, The MSC is an ongoing approach to training which is based on best practice across the estate. It consists of two core components – (1) a Training and Development framework, and (2) an on-thejob training platform. These are supported by the SOP’s and feature a number of components such as training session plans, orientation guidelines, individual training plan & record and learning journals.
3. EVENT PLANNING
Standard Operating Procedures (SOP’s) ensure there is a seamless transition from signing the contract through to execution of the event. These SOP’s include: - An effective process between sales managers and Event Manager within 48 hours of the contract being agreed. - An introductory call and letter by the Event Manager.
4. EVENT EXPERIENCE
Insider Collection - The Insider Collection is the expression of our In the Know positioning for Meetings, creating a point of difference from our competitors in order to convert more business and generate more revenue. - Meeting Planners, without having to shop around or research the destination, benefit from a different and memorable meetings proposition that captures the appeal and interest of the destination and easily engages delegates and stakeholders.
Each hotel is required to create an Insider Collection PDF, which promotes the following Insider services:
Meetings Food and Beverage Experience There are two dish categories designed to accommodate different delegates needs while also ensuring an In the Know offer: - Local Origins – provincial recipes that are inspired by the destination, including dishes that showcase some of the finest seasonal ingredients in the area. - World Kitchen – Authentically prepared classic and contemporary dishes from around the world that leverage our global know how.
New collateral has been produced to support the brand positioning: - Meetings Food and Beverage Menu PDF. - Recipe Cards and Story Cards which support the In the Know offering served during each meeting.
Instant Service Manager An Instant Service Manager is a single onsite point of contact who can respond to requests of all types from delegates during the meeting or event.
The Meeting Space - The Meeting Space guidelines ensure that the unique style and design of the property is retained in the meeting space and that this meets planners’ and delegates’ basic needs of a comfortable and practical working space. - There are six categories within the Meetings Space guidelines which cover: Furniture, Audio Visual, Signage, Room Set-up, Internet Access, Insider Breaks set-up.
5. LASTING IMPRESSIONS
InTouch Promise To ensure that the event will run to plan, the InTouch promise includes: - A welcome or pre-convention meeting. - Daily debrief with billing review. - Post event meeting with final billing presentation.
Meetings Satisfaction Survey Meeting planners are asked to provide feedback on their experience both pre-event and post-event, in an online survey. This provides regular data, tracking meeting planner satisfaction for all properties.
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