Just how big of a problem are planners facing with cutbacks at hotels and meeting facilities? To get some answers, Meetings Media, publisher of Meetings South, conducted a survey of a cross section of planners, representing association, corporate, government and independent organizations.
Out of 312 respondents, 49 percent said they had noticed a decline in service levels at hotels and other venues. Out of those who said service levels had declined, 40 percent said their meetings had been negatively affected, while 48 percent said they had not been affected and 12 percent said they weren’t sure.
Those who submitted comments had complaints that ranged from poor service at banquets to dirty elevators and a longer wait at the registration desk. Planners reported having to hunt for chairs for their meeting rooms and even bussing tables at banquets. A few of their comments:
"All service levels have been compromised in the hospitality industry, and there are less people having to perform these services. Some examples include fewer banquet staff, longer wait time for chafing dishes to be replenished, fewer front desk personnel, fewer housekeepers and a longer wait time for rooms to be cleaned."
"Breaks were not set out on time. Coffee was never replenished until I asked for the fifth time."
"Short staff; response time for problems at meetings takes longer. Usually it’s a manager responding from an office rather than a floor person."
"At my last meeting, due to pressure and strain, one of the hotel employees had a temper tantrum and started throwing glasses."
"Ran out of food during a continental breakfast. Makes our company look cheap."
"Garbage at banquets. I had to bus my client’s tables. The client was not happy."
"I have noticed a decline in pre-meeting services. I have found sales associates and CSMs to be hurried. Contracts are rushed and CSMs are provided BEOs with scant amount of detail."
"Set-ups not correct, not enough staff on board to fix the issue in a timely manner."
"Sometimes CSMs are working on two on-site programs at the same time, which results in neither group getting the attention or service they need."
"My CSM had three meetings she was running at the same time. Details for my meeting were not clearly communicated to service staff and front desk, so many things were done under fire while on-site."
"At my last meeting, there weren’t enough silverware or plates at lunch—a real red flag for me."
"Despite an empty events calendar, we were forced to either ante up an additional 22K to use the hotel ballroom or use the worst room in the hotel industry. It was dark, damp and smelled like mold."