A selection of general topics for those working in the business events industry in Australia and abroad
6/05/2010 8:08:55 PM
Toruk Makto Special edition
Posts: 136
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Sem1481 wrote:
Totally agree that service standards are slipping and in some cases, represent more of an expertise in 'dis-service' than customer service.
Take the Melbourne venue recently booked for a group dinner of 300 and contracted in Collins Street. The short story is that the client had to change the dates which was beyond their control, the venue couldn't do the new dates and the contract noted that postponement and cancellation was treated as the same thing.
When we asked to postpone the event for 12 months (till the next years program) and to use the cancellation fee as a deposit on the next event, they refused.
They could not see the sense in taking the cancellation fee and using it as a deposit for the next event, therefore guaranteeing them the full event in 12 months with a $90K return but would rather have us never come back with that group, or any other.
how much notice did you give with your cancelation?
I have had people book, then cancel postpone and then cancel the second gig at the last minute (this was when I used to use the hand shake for taking bookings) and I lost a small amount, due to giving up two days for the event, I lost a small amount of money compared to what a venue would lose, so I guess it comes down to when you cancelled the booking- how much notice did you give the venue.
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30/04/2010 11:30:50 PM
Marsha - Song Division
Posts: 1
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We run and attend events all over the world (I've been based in the US for 2 years now) and in comparison, Australia is miles ahead in the service industry. I was recently back in Australia and thought I must have known the waitstaff as they were so friendly! I too worked in the service industry while I was at University and I do feel it has slipped since then, but compared to the rest of the world - Australia is pretty good!!
In my experience I've found Spain and Italy not so service orientated, but there is also a language/cultural barrier and different standards and expectations. But in the US outside of events where waitstaff earn their money by tips - they really don't put the effort in AND get mad when you don't tip them generously!
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30/04/2010 9:13:31 PM
Toruk Makto Special edition
Posts: 136
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For wait staff and bar staff
some large venues use the temp staff for their big functions which are essentially backpackers and uni students, I remember StarCity used to use Bensons although I believe they have gone out of business. This is one problem that needs to be addressed.
For example a temp staff mostly are un trained and can only carry two plates, yet a fully trained waiter can carry 4 plates, speed and service would not be achieved with the temp staff.
Also Temp staff don't have the product knowledge, In my early just out of school years I worked at Star City as a cocktail server around the pits, I for some strange reason remember an Asian customer asking for a sweet martini, the bar staff made the drink with gin and sweet vermouth, YUK, actually the guy wanted a sweet cinzano, but over wherever the again guy came from Martini is the brand name of our cinzano, these may seem like small problems but when it happens time and time again, it destroys the overall experience of service. I do see a lack of experience when I am out working the events, tho.
One other thing that peeves me from a marketing point of view are Venue managers who only care about their venue- when asked by a client to refer potential services they say they don't know and they only take care of the venue- this is bad service- the job in a nutshell is to help your customers- there is a large venue company that I have repeatedly been booked at and each time get a glowing testimonial, but do they care? nope they should be suggesting my services to their clients because of the proven track record- I am sure other services know where I am coming from. Don't they realize that poor entertainment will impact the experience at their venue? a bad enertainment choice by the client- can have a negative impact on the venue.
I Might add tho- with Star City- the in house training for their staff is the best I have experienced, service with style, attention to detail and other mini courses- the main problem I see is with their larger events- they do not always have enough staff especially on weekends as most staff are working on the main gaming floor, so they book temp staff to fill in gaps- unfortunately these staff are the ones interacting with the visitors, I guess this is a problem across the board with any large venue. (not many options around this problem)
I remember when I was working for crown plaza at a trade show, one of the sales bits in my presentation was- "we own the staff" which was highlighting this very problem (about 4 or 5 years ago) plus they wanted me to promote the dedicated meeting professional and the 24 hour response time (although I think this has changed) and after my work with Crown Plaza I had a stint with Accor and they trained their own staff too.
edited by Welzman Sydney Magician on 4/05/2010
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30/04/2010 4:05:30 PM
bfoster
Administrator
Posts: 56
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Actually, I think service standards have slipped within and beyond the event sector as well. Remember when people were nice and friendly when you went to McDonalds? It just doesn't happen anymore. If you get a "have a nice day" or someone smiles at you, you should count yourself bloody lucky!
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30/04/2010 3:51:19 PM
Sem1481
Posts: 2
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Totally agree.
I recently booked our own staff conference at a venue in regional NSW and received such poor service during the contractual stage, that I withdrew the booking, having paid a small deposit.
My theory was that if that's the way they treated us as PCO's before we had even got there, how are they going to treat our clients!
I was constantly going backwards and forwards with them, and had to chase them for answers, and when I finally cracked it with them, they simply replied that I had signed the contract and it was my problem basically.
Well, - now it's their problem because I have told everyone who stands still long enough to listen what I think of them.
I think many service providers (including pco's for that matter) don't realise the power of the word and the referral system.
If one of my industry colleagues tells me of a bad experience they've had with a venue, I take it on board seriously.
Yes we have an issue with underpaid staff, transient staff, demanding clients, etc, but you are quite right in saying that there is little pride in their work these days.
I think they assume we should be grateful to be getting anything at all sometimes.
Having said that - I am happy to say that some providers are exceptional and a pleasure to work with too.
Yes - it's a shame I can't NAME AND SHAME - but I am reluctant to do so. Mind you, it will probably get round the industry pretty quickly anyway....
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30/04/2010 3:40:06 PM
bfoster
Administrator
Posts: 56
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From responses to this topic it does appear as if service is an issue for many. When I was a spring chicken I got a job at the Hilton Sydney as a bus boy after competing school. It was a great job because I learnt what service was all about. I was working with people who were professional waiters, mostly from European origins. They took pride in their work and, I believe, got paid pretty well for their efforts. I remember one of the first things told to me was that when I had cleared plates off a table and was taking them back to the kitchen I should walk with my head up, looking to see if any customers in the restaurant needed assistance. If they did, I was to acknowledge them, tell their waiter, or go and offer my help. It's a pretty foreign concept these days.
I remember being at a function a while back and the waiter was pouring me a glass of wine but looking at something else as she did so. When she looked back the wine was right at the top of my glass. They said "oops" and then disappeared without another word. I had to literally slurp some of the wine out of the glass without moving it to avoid it spilling everywhere. I wonder what an international conference delegate would make of that? Would they remember the food or the lousy waiter? Not sure what the solution is but there has to be one!
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30/04/2010 3:07:06 PM
Sydneygirl
Posts: 11
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ianhoskins - You've hit the nail on the head! Everyone wants the business...Bureau's are fighting tooth and nail to win BIG events for their states, hotels are throwing amazing packages at people to have their events at their properties, we all do whatever it takes to get the buesiness in but fail at the end with the service provided is crap!
Sem1481...WOW! Shame you cant NAME AND SHAME...(maybe you can as this is an anonymous forum....). No doubt you told them they'll never see your event there again!
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30/04/2010 2:57:07 PM
Sydneygirl
Posts: 11
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venuefinder I absolutely agree with you.
I was at a 5 star hotel this week attending an event and the client was apalled by the level of service. Wait staff had no idea what they were doing. Venue staff could not be found. Another corporate client told me that their experience at a venue was so bad they'd never go back there again. I recently attended an event (again 5 stat venue) and the staff forgot to give me my meal. By the time I got my meal everyone at my table had finished.
I too blame, lack of proper training and the fact that these people are poorly paid as one of the main reasons that service in Australia is lacking and will continue to slip unless we improve.
Where does one find motivated staff? Have we stopped taking pride in what we do? Are we spending too much time Facebooking, Twittering (in my case blogging) that we've forgotten to talk to our staff, breif them before an event, educate them, thank them and tell them how important they are to our business?
Who's doing it well?
Should we be getting our wait staff from reputable companies such as Stedman's....NOSH who take time to train people?
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30/04/2010 2:44:12 PM
ianhoskins
Posts: 5
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Reading back on my post it all sounds like common sense but it is amazing how much the points i stressed are ignored!!
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30/04/2010 2:41:35 PM
Sem1481
Posts: 2
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Totally agree that service standards are slipping and in some cases, represent more of an expertise in 'dis-service' than customer service.
Take the Melbourne venue recently booked for a group dinner of 300 and contracted in Collins Street. The short story is that the client had to change the dates which was beyond their control, the venue couldn't do the new dates and the contract noted that postponement and cancellation was treated as the same thing.
When we asked to postpone the event for 12 months (till the next years program) and to use the cancellation fee as a deposit on the next event, they refused.
They could not see the sense in taking the cancellation fee and using it as a deposit for the next event, therefore guaranteeing them the full event in 12 months with a $90K return but would rather have us never come back with that group, or any other.
Nor did the Event Manager of that venue ever call me to discuss, preferring to keep sending invoices for the cancellation fee rather than talk through a better solution all round.
So we will indeed pay them the $7K cancellation fee, and they will lose out on the event as I will chew glass before I take a group back to that venue after their obvious disregard of ours or any MICE business we could bring there.
Can anyone do the math here? Am I the only one who can see that they are losing out big time because they won't communicate or negotiate past a contract?
It's so frustrating...
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30/04/2010 2:41:29 PM
ianhoskins
Posts: 5
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Unfortunately there is a culture of putting every effort into securing the event, planning it well and working very hard on making it successful but neglecting the importance of service when it finally comes to fruition.
Service is the most important aspect and until similar effort is put into training and motivating the staff actually working on the event then there will be unsatisfied guests and clients. The service staff are more important than the decoration and the entertainment but often they are just taken for granted. Obviously you will need to rely on casual staff but recognise the good ones and punish the weak ones and ensure that the Supervisors on the night are good and respected by the staff.
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30/04/2010 2:27:11 PM
venuefinder
Posts: 2
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We are in a service industry.
Service is everything. Poor service can ruin a potentially successful event and leave a sour taste in attending delegates mouths.
Service levels should be 5* regardless of the size or value of an event.
Unfortunately, this is a constant issue in the industry due to low pay and unmotivated staff. It is up to each service provider, whether it be hotels, unique venues, caterers or tourism attractions to train, motivate and provide high quality staff and working conditions.
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30/04/2010 1:06:13 PM
bfoster
Administrator
Posts: 56
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The number of people we speak to about service personnel at events being particularly bad seems to be growing. Why are service standards in Australia so poor? Or are they? The success of an event really can be diminished if people receive poor service. What are your thoughts? Is Australia lagging behind the rest of the world?
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