The first task when playing the Go Game is to name your team and take a team selfie. Credit: The Go Game

As technology has taken an ever bigger role in the execution of meetings, the time-honored notion of the wow factor as a key ingredient in a successful meeting has evolved. Today, it’s not just about creating something that is memorable. It’s also about understanding how meetings themselves have evolved — and what matters most.

“From my perspective, when you talk about the wow factor, you’re really talking about how much you can engage attendees,” says Bellingham, Washington-based meeting industry technology guru Corbin Ball, CMP, CSP, DES, MS. “You’re talking about how much you can get them excited and involved in or emotionally committed to the meeting.”

Ryan Rutan, director of developer evangelism and partner innovation at Jive Software in Palo Alto, California, agrees with Ball’s assessment. But he also notes the essential challenge planners face today.

“When you talk about using technology to create the wow factor at meetings, the first thing you need to talk about is how high the bar is now,” Rutan says. “Over the last three or four years, the ways that technology affects people in their personal lives has leaked into the enterprise. And that has created a very high bar in terms of getting people’s attention and getting them excited. The expectations that people have in their personal lives have carried over into their business lives. And when you look at the things that are out there now, in their personal lives, that creates a very high expectation in terms of how technology is used to impact them at meetings.”

“The real definition of the wow factor is the after-event impression attendees have of the experience. …It’s the takeaway from the meeting and how you connect attendees with that.”
— Ryan Rutan

Rutan also points out that the very definition of the wow factor at meetings has shifted from creating a unique form of excitement or novelty to addressing the individual identities of attendees in a way that powerfully engages and motivates them. “Today, attendees expect you to know all about them and also to give them what they need to know and tell them why they need to know it,” he says. “In turn, you have to take all of that information and then provide it to people in the best possible way, in a way that motivates them and gets them excited about the meeting. But it also has to be informative and strategic. That’s the challenge now.”

From the perspective of most meeting attendees, the wow factor is now determined by how well the execution of the meeting delivers “what they really need and want,” Rutan says. “And to accomplish that, you have to show that you know a lot about your attendees, in terms of what they want and need. Then along with that, you have to show people you know the kinds of people they want to connect with at the meeting and help them do that. So that’s a big part of it now, too. You have to do quite a few different things that are all related to each other to really deliver the wow factor.”

As a result, Rutan says, the expectations of how technology will excite and inform at meetings are growing and evolving, which means a moving target that is sometimes hard to hit. And success can only truly be judged after the fact, he says. “To me, the real definition of the wow factor is the after-event impression attendees have of the experience they had at the meeting. In other words, it’s the takeaway from the meeting and how you connect attendees with that. It’s no longer about, ‘Wow, we had a great band at our opening night party.’ Or, ‘Wow, we got some really cool trinkets.’ Today, for most attendees, I think the wow factor is based on the utility of the meeting and how easy it was to attain the knowledge and information that was needed to make the meeting successful for people.”

The Holy Grail of the Moment: Gamification

Although the use of technology to engage and motivate attendees is limited only by the imaginations of meeting hosts and planners, and innovation and creativity drive the process, gamification has become the gold standard when it comes to using technology to create the wow factor and also accomplish the practical goals cited by Ball and Rutan.

“Just about all of the Fortune 1000 companies are using gamification now,” Ball says. “And the reason is that it allows you to motivate people to do what you want them to do — and do that in a creative way that also brings fun to the meeting with prizes and recognition. The important thing about it is to set the right goals in terms of what you want people to do. But when it’s done well, it certainly delivers the wow factor. And it does that by satisfying people’s desires for things like rewards, recognition and status.”

For the last three years, Rutan has used mobile apps from QuickMobile as his gamification platform for Jive Software’s annual user conference, known as Jive World.

“The way we use it is to show people all of the things they should know about the conference, starting before people ever get there,” Rutan says. “We show them everything they need to know about our products. And in order to get them paying attention and excited, we offer cool prizes like iPads.”

In order to be able to promote and drive downloading of the mobile app, they make it available a month before the conference. “We also create a blog series that promotes participation in the gamification at the event,” Rutan says. “And the blog posts talk about the game, the prizes you can win, the people you can connect with, and the things you can accomplish by playing the game. And the call to action is to download the app before the conference.”

Jive Software also promotes the success of the game after the event, as a way of reinforcing the perception of wow factor having been delivered in a way that is highly relevant and meaningful to attendees. Their entire focus, before and after the conference, is on the needs of their customers, Rutan says.

He adds that the fundamental reason why gamification has become such a popular tool at meetings is that is delivers very precise practical benefits. “If you do it right,” he says, “gamification is all about incentivizing the behavior that you want. And part of that behavior is how attendees absorb and remember the most important information that is being presented at the meeting. That’s where gamification is revolutionary. And very effective. It focuses on what’s important and tells attendees why they should remember it. It also makes it easy for them.”

Next Generation Innovation: The Go Game

While mobile app-based gamification has risen to ubiquity, a San Francisco company The Go Game has taken the basic concept to an entirely new level of execution and participation by turning it into a full-blown Hollywood-style production.

The Go Game, founded in 2001 and whose clients include Google, Facebook and Uber, designs interactive adventure games that have now been deployed in 25 countries. The games can be tailored to both iPhone and Android phones.

The Go Game sends teams on a mission that takes place in a “game zone,” which can be a building such as a hotel or resort, a neighborhood or an entire city. Game options include a secret agent game or a movie game. The Go Game also can be matched with virtually any kind of group activity, such as a team-based dance competition.

The underlying technology platform creates and directs the onsite logistics of the game, which in turn can be built around virtually any kind of objective. A large group also can be broken down into smaller groups, so that for example, if it’s a secret agent game, different teams can have different missions that are unique to each group.

In turn, the real time physical results of the games are captured on video by “game runners” who create the “show” that results from participation in the games. That “after effect” makes the game even more memorable.

In effect, The Go Game combines a sophisticated form of interactive live action game playing with teambuilding.

Chris Soto, president of CTC Events and Productions in Fairfax, Virginia, is a devoted user of The Go Game. He has used it repeatedly for different kinds of clients, and both large and small groups. Most recently, he used it for a medical device client that hosted a major meeting in Orlando.

“The purpose of the event was to create bonding among attendees, many of whom were new to the company and who work remotely, so we created a ‘dance off’ event that worked really well,” Soto says. “It was a tremendous success. And the reason is that it drew different kinds of talents out of people, whether that was creativity or physical talent, and that meant that everybody — all different kinds of people that all made different kinds of contributions — played a role in the success of their team. And all of that got recorded on video so people would remember the experience.”

The reason The Go Game works so well, Soto says, is that it gets attendees out of their comfort zones. “And by doing that, it gets them to interact and network,” he says. “The bonds that come from doing all the exciting and fun stuff the games involve just makes it a fantastic networking or teambuilding tool. It works every time. It really unites people in a very unique way. Clients rave about it and say it helps them do the best meetings they’ve ever had. And most important, they usually say they’ve never had as much fun or gotten as much positive feedback on a teambuilding exercise.”

As a planner, Soto also notes how much he enjoys working behind the scenes with The Go Game’s staff to create and manage events. In other words, the company creates a wow factor for him, as well.

“They are always a joy to work with, and they always know what a client expects or wants,” he says. At the participant level, the support you get from the company also means you get a lot of attention, so I know they are going to do a great job of kicking it off and making sure it works. And that means combing technology with creativity and an understanding of why it works so well for groups. And then all of that comes together in the production itself, in the way they stage the whole thing, they way the game is run on location. They just do an amazing job. And they’re very good at adapting it to each group individually, which is another reason why it works so well for so many different kinds of groups.”

Soto says he cannot recommend The Go Game highly enough to planners seeking a tech-based wow factor experience for their attendees. “If you’re looking for a team bonding experience that breaks down barriers and delivers an amazing experience for meeting attendees by combining technology with creativity, Go Game is a fantastic tool,” he says. “I always do my best to sell my clients on it. I tell them if they want a powerful and innovative teambuilding experience, The Go Game is the way to go. I say that because every single time I’ve used it for one of my clients, it has been a home run.”

Other Horizons

Although gamification and highly creative options such as The Go Game get most of the attention these days, Ball points out that traditional forms of meeting technology, such as audio-visual, can be used to create the wow factor. And nothing, he says, is more directly related to the success of a meeting than the important presentations made in its major sessions.

One recent example he cites is the screen used at PCMA’s last “Convening Leaders” conference. “It was something like 45 feet high and 140 feet wide — in HD,” Ball says. “So that’s an example of the fact you can use your audio-visual presentation to create the wow factor if you’re willing to do something like that. Then you can talk about things like lighting and audio and the other elements that can make AV truly spectacular now, thanks to the newest technologies. So for me, that’s a very good example of using technology to create the wow factor in a very organic way.”

Virtually all companies use AV at their meetings. And no one would dispute its value in engaging attendees. Yet a relatively small minority of companies go the extra mile to make it truly exceptional —and memorable ­— like PCMA did.

“The ability to do exciting AV has been around for quite a while,” Ball says. “But because of the advances in things like super high-definition video projectors and audio and lighting, it’s just amazing what can be done now if you want that kind of quality. And the cost has come down, so you’re seeing that level of quality now at more and more major meetings, especially for organizations like PCMA and MPI. But that means the technology is available for any company that wants to do it at that level of quality. And the presentations you’re making at your meeting are the most important thing you’re going to be doing. So that’s where you need the wow factor.”

As for the foreseeable future and what comes next, Rutan is intrigued by and interested in augmented reality. “We’re looking at that now, just to try it out,” he says. His colleague, Iain Goodridge, has proposed using the technology to make sessions more interactive by offering new ways to present, and prompt interaction with, information. And by definition, Rutan says, the dramatically evolving technology delivers a big dose of wow factor.

Ball says augmented and virtual reality will soon begin to assume highly innovative roles in the meeting industry. “Both of them are things that companies like Facebook, Google, Samsung and Microsoft are paying a lot of attention to now,” he says. “They’re making big investments in the technology. They have invested billions of dollars. And we’re starting to see those investments start to come to fruition now with things like augmented reality. When those new tools start to really come out, they’ll become the closest approximation ever to the holodeck from “Star Trek.” And that means wow factor and new ways to engage people. The potential for using those kinds of technology is almost unlimited. And it’s very cool.”

In the meantime, wearable technology such as Google Glass, second-screen technology and beacon technology are beginning to emerge as genuine options for the generation of wow factor.

“There are just so many new ideas bubbling up now,” he says. “And there are new ways to use mobile technology at meetings. Or to improve learning. And all of those things, if they’re used well, will create the wow factor. But to me, no matter what the technology is, it’s about engagement. If attendees are engaged and motivated and involved, that’s really where the wow comes from.” C&IT

Niki Jorgensen is a manager of HR Services for Insperity — a trusted advisor to America’s best businesses for more than 30 years. The company provides an array of human resources and business solutions designed to help improve business performance. Insperity Business Performance Advisors offer one of the most comprehensive suite of products and services available in the marketplace. Insperity delivers administrative relief, better benefits, reduced liabilities and a systematic way to improve productivity through its premier Workforce Optimization solution and much more.  Insperity operates in 60 offices throughout the United States. www.insperity.com

Do you remember how smartphones, text messages and tablets were supposed to make our lives easier?

In many ways they have. We can now respond to emails from 40,000 feet. Instant notifications allow us to become immediately aware of an email from an important company leader or client. And thanks to mobile technology, many of us can do almost 100 percent of our jobs while out of the office, even while on summer vacation.

However, there’s an obvious downside to all of this convenience. Years ago, we had well-defined borders between our work time and our personal time. Now that line has been blurred — if not erased entirely.

“Employees who fail to disconnect from work often pay a large price.”

A few months ago, French lawmakers decided to launch a counteroffensive to halt the encroachment of work on employees’ personal lives. They did so by approving measures that would force some companies to establish official hours when workers are not supposed to receive or send office emails.

It is difficult to believe such a measure could pass in the United States. And for many occupations, including travel and meeting planning, the thought of unplugging daily may sound like a career-defining decision. However, France’s recent effort to improve work-life balance serves as a good reminder that the unwillingness to disconnect, decompress and de-stress will likely become a major health issue if we fail to react.

Here is the reality: Employees who fail to disconnect from work often pay a large price. Long periods of stress can cause sleeplessness. Work-related anxiety also has been linked to heart disease and obesity. Over a period of months and years, work-induced stress often leads to burnout, low morale and depression.

Following are a few tips to achieve a better work-life balance and help reduce stress while maintaining a reputation as a dedicated employee.

Create a Healthy Culture Through Communication

An unhealthy form of peer pressure can develop within companies, which may lead employees to believe that they are required to respond to work items at all hours of the day. Worse yet, a culture of shame sometimes emerges when employees are slow to respond to after-hours communications. Companies should communicate to staff that encroaching on colleagues’ personal lives is not the badge of a hard worker. Businesses should consider guidelines to ensure mobile communications remain effective by proactively confronting the unnecessary use of immediate communication in non-immediate situations.

The Critical Role of Managers

Individual employees are certainly responsible for their own behavior. However, managers also bear some responsibility in combating stress and burnout. Company supervisors should make sure all employees know what is expected of them when it comes to responding to after-hours calls, texts and emails. In some companies, being available for emergencies is simply part of the job. However, everyone needs a break. Consider an on-call system so that each employee has time away from the electronic leash of cell phones or pagers.

Managers also should recognize they can be part of the problem. When the boss sends out an after-hours email or text message, many employees assume it requires immediate action, even when the topic is not inherently urgent. This is why setting some ground rules is crucial. Managers should inform employees that unless otherwise noted, after-hours emails do not require immediate attention.

Software and Other Solutions

One way to reduce the flow of after-hours emails is through purchasing or encouraging the use of software solutions. Many email programs allow employees and managers to delay the delivery of non-urgent items until business hours resume. Another idea is to develop a system — such as common email subject line phrases — that clearly expresses the level of importance of after-hours communications. These types of solutions help remove any confusion about the urgency of an email sent during off-hours.

It is unlikely that cell phones and instant notifications will go away anytime soon. It also is fair to say that workplace email legislation will not likely receive wide support across the United States. This is why companies must act now to recognize and respond to the need for employees to unplug and unwind. We should all make disconnecting a daily habit. C&IT

Thorough preparation is the key to staging a successful event that features a big-name speaker. Credit: metroConnections

Heidi Foels has been with metroConnections since 2013. Since being hired as a Production Coordinator in the Production Service division, Foels has been promoted and is now serving as Producer. In her role, she engages in several facets of the business and manages clients, executes corporate events and performs detailed project management. Foels graduated from St. Cloud State University in Minnesota with a degree in marketing. With offices in Minnesota and Florida, metroConnections translates business goals and key messages into informative and memorable events that engage, inspire and move attendees. www.metroConnections.com

In event planning, bigger is better when it comes to clients, productions and celebrity speakers, but “big” can result in high-profile events with a whole new level of logistics, security, registration, bodyguards and more. How can a planning company navigate these challenges and pull off a successful, high-profile event? The keys: a good contract with talent that complements your program, and plenty of preparation!

What separates a high-profile event from any other? It usually is defined as such by the client, whose attendees, guests or speakers may include well-known celebrities, entertainers, political leaders, popular keynote speakers or other VIPs representing the client. These big names attract much more attention and publicity than a standard event.

“These big names attract much more attention and publicity than a standard event.”

It’s easy to be star-struck by the thought of hiring a famous figure as a speaker, but it’s important to determine if they are an appropriate fit based on the program objectives. Is leadership the theme of the event? You might want to skip on that reality TV star. Just as there are endless purposes and themes for events, there are endless celebrity options that would make an appropriate choice. When developing content for a particular program, be sure to ask how the speaker, celebrity or VIP contributes to the overall message and objectives.

How to Get Started

The first step in arranging for a high-caliber speaker is contacting their agent or assistant who manages the communication related to their schedules, needs and expectations. Often, they will provide a “rider, ” which is a document that has special provisions not generally included in an original contract. A rider may contain specific expectations or requirements relating to the staging or AV, or perhaps required items such as specific food and beverage, lodging expectations, hair and makeup needs and green room requirements, which will provide them a space to relax and prepare when they aren’t onstage.

The more popular a speaker or entertainer is, the more likely they will need security — either provided or they may bring their own. This information often can be found in the rider, but it’s important to clarify if you are unsure of any details.

If you hire an elected official or former president, be aware that the Secret Service is an additional audience you will need to cater to. They will have their own requirements, including a full review of the space and the sight lines of the room where the presentation is held. Consider allocating an assigned staff person to meet and direct your high-profile presenter through the venue, making sure that they and their security detail get from point A to point B smoothly and effectively. Be sure to provide a route that avoids the general public; crowds can slow things down substantially and provide a security risk.

A big-name speaker or entertainer can have an impact on the registration process, and oftentimes registration and hotel reservations are handled as a stand-alone project to ensure all elements of housing and conference information are shared with your high-profile guest. This is a particularly important element of the planning process, as they may have certain housing requirements. Managing the transportation is another big project, potentially involving charter flight schedules and private drop-off and pick-up of the talent and their associates.

Determine the logistics of your presenter’s schedule and how it fits into the conference or meeting agenda. Are they leaving immediately following their presentation or entertainment, or do they want to stay and network with your attendees? If you plan a meet-and-greet space, that may involve setting up what the industry refers to as a “step and repeat,” a banner wall or publicity backdrop that is used primary for event photography printed with a repeat pattern such as branded logos. Step-and-repeats are very popular at fashion events, galas or on the red carpet where photos are an important part of the overall event; plus, they keep things moving in an organized manner.

Negotiating the Contract

With these aspects in mind — expectations and requirements, security, registration, transportation and scheduling logistics — the next step is signing the actual contract. If possible, it’s best to try and negotiate the overall contract, including any rider elements. The more information that is spelled out in the contract, such as rehearsal dates and times, security check reviews and walkthroughs, the better for all parties involved. A general rule for contracts: Do not make assumptions and be sure to have clear communication, outlining all needs and costs so that everyone has a specific, straightforward understanding of the contract.

Now that you have your talent signed, how do you ensure that their brand doesn’t compete with your own? Ideally, you have arranged for a speaker or performer that enhances, rather than detracts from your company brand. You can have them help you further cement your brand and message with a little preparation: providing key taglines in advance, helping them understand the objective of your program and asking for their advice on how they can support your message are some great ways to ensure that neither side is taking away from the other.

Additionally, depending on the type of conference, keynotes and celebrities may allow you to leverage their status to generate excitement and boost overall attendance. Using their photos and experiences in marketing materials as well as social media is generally considered acceptable, but ask for permission beforehand.

On the other hand, photography and video are typically banned from most keynote, celebrity and high-profile presentations or entertainment, as most talent understandably wants to protect their brand. However, it never hurts to ask, and if you gain permission, it’s best to outline the guidelines in the mutual contract agreement.

Preparation Is Key

As with any presenter, preparation is key. However, a high-profile speaker or entertainer may not have the time in their schedule to do much in terms of preparing. Working through their agent, arrange a time to meet onsite, if possible, to go over the basics: where they can relax or warm up prior to their appearance, the routes they will be taking to and from the stage, and a rundown of the conference or meeting theme, the brand, logo and company history. If you are unable to rehearse with them prior to the big day, be sure to work with their agent on any briefing notes. Once your VIP arrives, be sure to take a few minutes to inform them of the must-know items: stage direction, time allotment, panel member attendance, talking points, camera angles and any backup plans for technology failure.

Generally, celebrity and keynote speakers are quite comfortable onstage, but it’s best to treat them all as if it’s their very first time. Be knowledgeable about who they are and what their subject is, provide compliments and suggestions (if asked), and ensure that all their requirements have been met. If all goes according to plan, your talent will be happy, your audience will be engaged, your message will come across loud and clear, and you can consider the program a success! C&IT

Meeting groups at the Walt Disney World Swan and Dolphin Hotel are minutes from both Disney and the boardroom.

Two mega theme parks dominate most people’s perceptions of Orlando. And to be fair, the parks’ brilliantly delivered brand of magic, princesses, wizards and adrenaline-packed adventure draws thousands of visitors to the Central Florida city every year — many of them meeting attendees.

Yet Orlando is more than the sum of its theme parks, and even the theme parks are not what they appear to be at first glance. For all the technical wizardry and enduring character-driven attractions and shows, these parks are, like Orlando itself, driven by business. Planners have choices galore, and all of them ultimately support the goals and required ROI of a meeting. You can convene at a hotel within a theme park and never even step into the park, and your meeting will be highly successful. Or you can harness the magic of the parks and use that to enhance your business objectives.

“I have planned hundreds of meetings and events over the last 10 years and I must say that this meeting was the most incredible event of my career.”
— Noelle Novak

No Theme Park Needed

Noelle Novak, director of events and marketing operations for Bentley Mills, a California-based manufacturer of premier floor coverings, chose the Hard Rock Hotel Orlando, within Universal Orlando Resort, for the company’s national sales meeting in February. The meeting was a huge success, and it did not include any official theme park functions. Novak says there was no need because the hotel had everything she wanted, including the fact that everything was in walking distance once the group arrived on property.

“As soon as we stepped on to the property at the Hard Rock Hotel, we knew that this was the ideal location for our national sales meeting,” she says. “The grounds were well manicured and the pool area was gorgeous. The meeting space was the perfect size for our group of 96 attendees. We had all the meeting space reserved so it was just our group, and we didn’t have to share with any other programs. The sleeping rooms were a nice size and appointed with double/double beds, which is a requirement for our company as our account executives share rooms. The staff was extremely friendly during our first site visit prior to signing the contract, which sealed the deal for Bentley!”

Moreover, the hotel staff across every department stepped up to make the event successful. “Thyag Satgoor, the conference service director, was the most professional, hardworking, positive person that I have ever worked with in my 10 years of event management,” Novak says. “He never overpromised but always overdelivered, and he was available night or day when I called or emailed. The PSAV team headed by Justin Odom was top-notch as well. His attitude was always professional, and he worked with us to craft the most beautiful stage design, lighting and AV package. He would respond to emails in a timely manner and would return phone calls immediately. The banquet team was excellent as well. The food was delicious and the staff was friendly, accommodating and respectful.”

Novak says she didn’t need to bring much in the way of additional décor because the hotel itself is so beautifully decorated, and guest rooms were very conveniently located to the meeting space so attendees did not have to walk far.

“Partnering with the Hard Rock Hotel was truly an amazing experience from the first site visit to the completion of the program to weeks after the event,” she says. “I always felt that the conference service director and AV director had my company’s best interest at heart. Both gentlemen were always offering wonderful tips and recommendations to make our national sales meeting even more memorable. Many of my attendees commented on how friendly the hotel staff was from the housekeeping team to the hotel manager.”

If there was a downside, it’s that the February weather didn’t cooperate as expected. “We had planned for two outdoor events but the weather was rainy and windy so we had to move them indoors,” Novak says. “The Hard Rock Hotel staff was amazing and handled the backup contingency plan like it was meant to be. True partners!”

The group did hold one event outside the hotel, at Hard Rock Live, the brand’s live music and function venue on Universal CityWalk, the dining, entertainment and retail district adjacent to the theme park and a short walk from the hotel. “We had our Sales Awards Presentation at Hard Rock Live, and it was absolutely amazing,” Novak says. “The venue was iconic, and you didn’t need much additional décor because the ambience was built into the structure.”

In the end, Novak says, “The experience was one in a million. I have planned hundreds of meetings and events over the last 10 years, and I must say that this meeting was the most incredible event of my career because I had the pleasure to partner with the best in the business. I would recommend the Hard Rock Hotel Orlando to any planners who want to look like a true rock star.”

Rising to the Occasion

Stephanie Schmulian, event coordinator with The Masters Circle Inc., a leadership-coaching and practice-building company that serves chiropractors and other wellness professionals, chose B Resort & Spa in the Disney Springs area for the fall 2015 “SuperConference” with 250 attendees. Although she agrees that staging a function inside one of the Disney theme parks sounds great, “that option is way out of our budget,” she says.

Not a problem. B Resort rose to the occasion. “We loved the look, concept and service, and that it fit within our budget,” Schmulian says. As for what stood out, the unequivocal answer is “Everything, from the sales manager, Charlie Dye, who made sure our every need was met, to Nora and Caesar, who helped plan and execute the fine details. The staff at this hotel is truly first class. ‘No’ is not in their vocabulary, which was a big change from some of the other hotels where we’ve had our meetings. The food, ambience, sleeping rooms and overall experience were top-notch. We also love the location — right next to Disney Springs.”

Schmulian notes that other pluses include the fact that the resort is not too big so the meeting rooms are very close to the guest rooms, and the Grand Ballroom is “gorgeous,” thanks to a recent refresh. “It has all of the modern bells and whistles that someone would want in a grand ballroom, including amazing lighting,” she adds. “There is also space located just off the ballroom that can be divided into smaller rooms, as well as more space located in the same area of the ballroom for smaller breakouts/meals. I would suggest looking at the hotel’s website for capacity and space charts. It is very useful and very well communicated on the website.”

It also helps that the chef was able to make accommodations for the group. “Due to the size of our event, the chef was kind enough to make an express buffet available for our guests in the main restaurant so that lunch could be handled quickly. Our attendees don’t always participate in group meals,” Schmulian says, “so we needed to know that they would be handled in a timely manner in order to be back in their seats by the time classes started again. It was perfect. The chef is very flexible and makes things happen.”

The group had one function outside the hotel and that went very well, too. “We had a function at Fulton’s Crab House in Disney Springs,” Schmulian says. “They hosted a dinner for about 80 of our guests. They did a phenomenal job. We were very happy with the service, food and experience overall.” Fulton’s is currently undergoing an extensive renovation and will reopen in December as Paddlefish.

And Orlando fit the bill as well. “Orlando is family friendly and offers many attractions for all age groups,” Schmulian says. “It’s a ‘happy town,’ which is the perfect setting for our seminars.” Moreover, she notes, it’s a destination that “definitely incentivizes people to make a vacation out of it,” which is good for attendance.

In the end, there isn’t anything Schmulian would have changed. “I have to say, everything about the hotel was so great and easy,” she says. “I don’t know if I would have done anything differently as far as the hotel is concerned; the event went as smooth as possible. If you are looking for excellent service, a modern feel and an overall great experience, look into planning your event here. And don’t be shy to ask for menu modifications as the staff works with every budget and menu specification.”

Leveraging the Attractions

Of course, sometimes groups want to include the theme parks in their meeting itineraries, and for good reasons. “We’ve utilized the Universal Orlando theme parks for our last three meetings in Orlando,” says Ken Brunnbauer, manager, strategic events management, with Milwaukee-based Rockwell Automation Inc., a maker of automation and information products, that met in Orlando in February. “It adds an excellent environment for our attendees to get off-property and enjoy some fun time with their fellow attendees. They’re sitting in conference rooms all day, and having the ability to get outside, see a theme park and have some fun really helps break up the week. Providing something like this for our attendees is a big part of our overall event planning.”

The group of 850, which was based at Loews Royal Pacific Resort within Universal Orlando, enjoyed an evening reception that included The Wizarding World of Harry Potter Diagon Alley, The Simpsons Ride and Men in Black Alien Attack.

For many planners, including Brunnbauer, it’s Orlando’s mix of business and entertainment, among other things, that makes it such a good meeting destination. “Orlando provides an atmosphere that is both professional and fun. Also, our attendees come from all over the world and find it easy to get there,” he says.

Loews Royal Pacific Resort is a good match for Brunnbauer needs. “We have held this event at the Royal Pacific Resort for several years and enjoy this location. The staff is fantastic and really helps make our planning easy. When onsite, they will go out of their way to make sure everything is going well and that our attendees get the best service possible. If any issues arise, they handle them quickly and professionally.

“It starts with our overall CSM, Caroline Wilsey,” Brunnbauer notes. “Her attention to detail and willingness to work with my team is second to none. She’s responsive, professional and provides excellent feedback based on her knowledge of the facility and what they can do to make things perfect for our event. Onsite, Ray Coleman ensures that all of our attendee arrivals go smoothly and our executives are taken care of. The overall banquets and setup teams are easy to work with and willing to make adjustments as needed during the course of our event.”

In terms of space, the hotel’s meeting and breakout venues work well for this group and the Orlando weather adds to the positive mix. “The function space at the Royal Pacific is flexible and has a great layout for an agenda that includes breakout sessions,” Brunnbauer says. “Having the ability to use indoor and outdoor spaces for meals provides a nice option for our attendees to get some fresh air during breakfast or lunch. The meeting space is not a very long walk, especially when compared to other venues I’ve been at. The food is always good and helps to enhance the overall positive experience for our attendees. The island theme of the resort offers a fun atmosphere for our events.”

Brunnbauer calls the staff “one of the best you’ll find to help you plan your event,” and he encourages planners to take advantage of what Universal Orlando Resort offers, including those theme-park attractions. “Make sure you leverage all of the great attractions near the Royal Pacific,” he advises. “Getting your attendees out to see these venues not only is fun, but it adds that something extra to make your attendees get the most out of their time at the event.”

New & Noteworthy

There’s always something new in Orlando. Like the city itself, it’s often a mix of added value for business and fanciful new attractions.

Visit Orlando, the city’s CVB, has a new mobile app that allows attendees and others to explore and earn savings during their stay in Orlando. The app utilizes artificial intelligence to understand conversational language from users and offer personalized recommendations of Orlando experiences that best fit an individual’s needs and preferences. It’s available to download through iTunes and Google Play. “This innovative technology is like having your own personal Orlando expert 24/7,” says George Aguel, Visit Orlando president and CEO. “It analyzes numerous options, extensive data and insights from destination experts and fellow travelers to create a recommended experience that is just right for (each visitor).”

The Walt Disney World Swan and Dolphin Hotel began a $5 million renovation of its 329,000 sf of meeting space this summer to refresh all the meeting rooms at both the Swan and Dolphin hotels. The renovation includes updated carpet and paint, along with the installation of new technology in the meeting areas. The work will occur in phases with no impact to group programs, and completion is scheduled for December. The meeting space refresh is part of the hotel’s multiphase, multiyear $140 million redesign project, which also includes transformation of all 2,267 guest rooms. In 2015, the Swan guest rooms were completed; Dolphin Hotel guest room renovations will wrap up by the end of 2017.

The former Buena Vista Palace Resort & Spa was recently reflagged as the Hilton Orlando Buena Vista Palace, located in the Disney Springs area. The 1,011-room hotel completed a major makeover featuring newly designed guest rooms, a new outside terrace and refreshed meeting spaces totaling 92,000 sf. As the hotel is an official Walt Disney World Hotel, groups are offered entertainment and event production services through the Disney Event Group as well as the Disney Institute’s educational programs.

Loews Sapphire Falls Resort opened at Universal Orlando in July. This fall, the hotel adds 115,000 sf of meeting space to Universal Orlando, including a 41,000-sf ballroom and 30,000-sf hall. The space connects by air-conditioned bridge to Loews Royal Pacific Resort, providing a combined 247,000 sf of meeting space in the Loews Meeting Complex at Universal Orlando.

Planet Hollywood Orlando has announced that chef and television personality Guy Fieri will introduce new menu items as part of the venue’s transformation. It’s set to reopen this fall as the Planet Hollywood Observatory at Disney Springs. Fieri will create items such as a flavor-packed burger and sandwich menu for the restaurant.

In April, Westgate Lakes Resort & Spa, one of Orlando’s centrally located destination resorts, expanded its meeting offerings with the opening of 20,000 sf of new meeting and banquet space. The 2,300-villa, luxury condominium resort now offers a total of 36,000 sf of meeting space. The new space is located on the top floor of the new seven-story, mixed-use development, which includes award-winning restaurant concepts, a parking garage, retail shops and entertainment venues. The first phase of this $20 million project, including the new meeting space, is now complete. The restaurant and retail spaces will be completed this year.

The 170-room Westgate River Ranch & Rodeo, 90 miles south of Orlando, announced the expansion of its lodging accommodations with the addition of 10 luxury teepees, offering the next evolution in “glamping.” The teepees are located in an exclusive area of the resort, making it ideal for group buyouts. The introduction of the luxury teepees builds on the success of the glamping tents and facilities already on the property. Located on 1,700 lush acres in the heart of Florida’s cattle country, Westgate River Ranch Resort & Rodeo marries cowboy history and lifestyle with evocative accommodations and amenities for an ideal group retreat. The ranch features more than 8,000 sf of flexible indoor meeting and banquet space, 4,500 sf of outdoor space and an outdoor teambuilding challenge course, as well as authentic cattle drives and other cowboy-themed teambuilding activities.

New at Orlando theme parks this year were Mako, a 200-foot shark-themed roller coaster at SeaWorld, reputed to be the tallest, longest and fastest coaster in Orlando, and Skull Island: Reign of Kong at Universal Orlando Resort, marking the celebrated return of King Kong. At Disney World, Pandora, the Land of Avatar is slated to open in 2017, and construction began on the new 14-acre expansion for Star Wars Land.

The fact is, there’s no one way to meet in Orlando. For groups that must focus 100 percent on business, Orlando delivers professionalism and an expansive array of meeting venues and amenities. For those that want to combine meeting time with entertainment-driven group or free time, Orlando delivers that, too. No wonder the city earned the top spot in Cvent’s 2016 Top 50 U.S. Meeting Destinations. C&IT

A “Rat Pack” themed event created by Incentives by Design brought back the glamour of Las Vegas’ heyday in the ‘60s, not to mention a memorable night for attendees. Credit: Open Window Productions

While The Strip is the epicenter of quintessential Las Vegas, the city has moved beyond its famous boulevard, revitalizing off-Strip neighborhoods and adding resorts, event centers and experiences to meet the needs of planners and attendees with a wide range of preferences. Of course, those who love the energetic vibe of The Strip can meet there. But planners desiring a setting a bit removed and more serene have options, too. The city’s stand-alone event centers add still more to the eclectic mix.

Want to go farther afield? Reno and Lake Tahoe provide phenomenal meeting settings in an area enhanced by some of Mother Nature’s most spectacular work.

On The Strip

When it comes to on-Strip action, few companies offer the range of possibilities that MGM Resorts does. Within its fold are Aria, Bellagio, Delano, Mandalay Bay, Mirage, Luxor, Excalibur, Circus Circus, New York New York, Monte Carlo, Vdara, and, of course, MGM Grand. That breadth and depth of properties has given Brad Hecht the ability to bring in large programs to several of MGM’s urban resorts. Hecht is vice president, travel, with Motivation Excellence Inc., a Schaumburg, Illinois-based company that creates programs to engage, motivate and incent individuals to higher performance. In 2016 he booked groups at Bellagio, and he has programs for a large building-products client scheduled at Aria in 2017, Mirage in 2018 and Bellagio in 2019 and 2021. Each group is about 1,500 attendees.

“Las Vegas in general is flexible and wants your business. The educated sales teams at the hotels and the other destination management partners will accommodate almost any reasonable request and are truly an extension of your team.”
— Brad Hecht

“The hotels chosen filled the ‘wants’ of each of these groups, meaning they offer the location and the ability to make their space work for each group’s needs,” Hecht says. “Aside from the flexibility these hotels offer, the sale process has been exceptional. Our sales contact performs as a partner and asks the right questions in order for us to exceed our client’s expectations. The exceptional working relationship we have with the sales teams at Mirage, Aria and Bellagio, and their extreme flexibility to get it done, have made all these groups possible.”

Once Hecht’s team selected and secured the function and event space “that best conforms to the groups’ needs and allows our team to best execute the programs,” he set up a variety of functions at the hotels, from meals and product demonstrations and exhibitions to big-name entertainment

Hecht says the city itself makes meeting there easy thanks to “excellent hotel options, value in terms of room product, great amenities, built-in entertainment with little to no cost, and, of course, exceptional airlift. The choices,” he adds, “are virtually endless, and the offerings can be tailored to meet almost anyone’s needs and wants.”

While he has not relied much on the Las Vegas Convention & Visitors Authority, he says, “It is always there to provide any support and assistance we need along the way. They have a strong team that wants to help us in any way they can.”

For Hecht and his groups, the MGM teams have pretty much done it all. “The MGM property sales teams have been there and worked creatively to get deals done,” he says, “whether pricing or multiyear deals.”

Many restaurants along The Strip have served as offsite venues for Hecht’s groups, including Jean Georges Steakhouse, Carbone, Prime Steakhouse, Fix Restaurant & Bar, Mastro’s Ocean Club, SW Steakhouse and Tom Colicchio’s Heritage Steak. There’s always a buyout of a Cirque show as well.

The biggest challenge of booking Las Vegas, Hecht says, is that “at times it is difficult to obtain our preferred Thursday to Sunday date pattern. We have to be flexible to work far enough out and look for holes and partner with these great hotels to make it a win-win for both parties.”

To those considering a meeting here he adds, “Las Vegas in general is flexible and wants your business. The educated sales teams at the hotels and the other destination management partners will accommodate almost any reasonable request and are truly an extension of your team.”

Off The Strip

Set about 11 miles from the center of The Strip, M Resort Spa Casino gives planners access to all that Las Vegas offers but away from the inherent distractions of Las Vegas Boulevard.

Natus Medical Incorporated, a leading provider of medical devices, software and services for newborn care, neurology, sleep, hearing and balance, holds its annual sales meeting for 225 to 250 attendees every January at M Resort Spa Casino. Teresa Boone, director of global education, notes that there are many reasons they choose M Resort over and over, and its off-Strip location is one of them. “M Resort is not on The Strip and this is a big advantage for us,” she says. “While we are there to work, we still manage to have Las Vegas-style fun, and we do not lose attendees to The Strip. Our group is well rested and focused on the meeting, and we have a safe environment to let loose during the evening.”

The group is already booked at M Resort for 2017 and under contract for 2018. “We went with M Resort because of the outstanding meeting space. They have the capacity for large general sessions, multiple breakout sessions and social functions,” Boone says. “After our first year, we discovered that the customer service from every department was exceptional and the staff ensured our meetings were executed flawlessly. We are constantly amazed to see the same faces year after year, and that is a very positive statement in that employees love working there — and it shows. Besides facilitating our meetings, M Resort is a lovely property with beautiful, comfortable sleeping rooms and excellent choices for food and beverage. It also provides casino action for those wanting to have a little fun in the evening and not be swept away by the Las Vegas Strip.”

For Boone and her group it’s the people that make the big difference. “People make an organization,” she says, “and M Resort excels! Brisa Villarreal, national sales manager, is amazing to work with. She’s kind and honest and always ready to do the right thing. Nancy Galt, director of catering and conference services, is a consummate professional, and we are 100 percent comfortable she is watching out for us in the preplanning, execution and post-meeting follow-up. She is detail-focused, yet continues to employ extra touches to make us feel we are her only priority. Aaron Hill, director of M Productions, is always flexible and accessible in meeting our AV needs and went out of his way to design our Tailgate Party to huge accolades. He is creative and has a great sense of humor and helps bring fun to our meeting. There are so many people from the banquet staff to the spa to the ladies in Baby Cakes, the coffee shop, who are genuinely nice people and truly a delight.

“Talking about the spa,” she adds, “Spa Mio is one of the best in the world, and I’ve been to many!”

Typically the group uses the entire meeting space. Boone says the hotel is the perfect size and notes that, “while the meeting space is on its own level, all of the perimeter function space is easily accessible.” The hotel sets up multiple break stations so the attendees always have quick access to snacks and beverages, and, Boone says “there are lots of options to mix up venues for breakfast and lunch.”

Ditto options for evening functions at M Resort’s event venues. “The variety is great,” Boone notes. “Lux offers wonderful views of The Strip from the top floor and cozy outdoor space including a fireplace — we are there in January so this is perfect.” She calls Vue another great party venue with additional outdoor space. “My attendees are inside in meetings all day, so the opportunity to be outside is appreciated.”

The group books M Ballroom for its awards dinners, which Boone says have received rave reviews. “It’s not easy serving 250 people at the same time, and the quality has been the best of any large function I’ve experienced,” she says. “I can’t say it enough: The food at the M is excellent! Finally, there is the Hostile Grape Wine Cellar. Wow! This is a great intimate gathering spot, and our executive team loves the opportunity to taste a variety of wines and specialty liquors. This is a perfect space for up to 100 people and provides a special touch.”

Like others, Boone points to the easy airlift into Las Vegas as a draw, especially for groups with attendees arriving from all over the world, as hers do. Not everyone stays the same number of days. “Our corporate offices are in San Francisco so Las Vegas is fairly close for those who come in just for the day. Many folks also come in a day early or stay a day or two afterwards to take advantage of the great restaurants, shopping and/or entertainment,” she says. “Las Vegas has it all.”

In addition to using M Resort venues, Natus has hosted functions at the Smith Center for the Performing Arts and Lou Ruvo Center for Brain Health, regional dinners at restaurants on The Strip, and teambuilding activities on and off The Strip. There have been no big challenges, Boone says, because “Las Vegas is set up for entertainment so the infrastructure is good.” To avoid traffic issues, she adds, they simply plan around peak traffic hours.

“M Resort is the epitome of perfect venues for a meeting of up to 300 people,” Boone says. “It offers variety in food and beverage options, entertainment, comfortable sleeping rooms, excellent customer service and professionalism. It is the benchmark in event facilitation.

Also off-Strip, Hard Rock Hotel & Casino Las Vegas is sleek, contemporary, amenity-rich and well situated along Paradise Road. “The Hard Rock is about five minutes from the airport and about a mile from the Las Vegas Strip, the best of both worlds,” says HelmsBriscoe regional vice president Michael D. Uhl.

This year the hotel is adding nearly 18,000 sf of meeting and function space, bringing its total to 110,000 sf with high-tech touches such as CAT5 cabling and a program to create customizable sound, light, mood and banquet packages. Among the Hard Rock’s singular venues is The Joint, which Uhl calls “the differentiator.”

“One of our customers had experienced incredible growth and wanted to have a celebration where they could basically take over the entire hotel, deliver their message in The Joint, a state-of-the art, iconic venue, and have phenomenal opening and closing receptions for over 2,000 people incorporating a multitude of themes at the three Hard Rock pools.”

That’s something Uhl recommends. “If you can take advantage of the great weather in Las Vegas,” he says, “a reception at the Hard Rock pools is one that your attendees will always remember.”

In addition to the physical property, Uhl has high praise for the staff. “Sales at the Hard Rock is awesome. They get ‘in the trenches’ with you and are there before, during and after your meeting. The Hard Rock,” Uhl concludes, “is a pleasure to work with and meet at!”

Both active and solitude-seeking attendees will appreciate The Westin Lake Las Vegas Resort & Spa’s serene lakeside location, about 20 minutes east of the Las Vegas Strip in Henderson, Nevada. For outdoor enthusiasts, there’s standup paddleboarding (and SUP yoga), kayaking, boating, hiking and even a gondola adventure. The scenic Lake Mead National Recreation Area offering even more great outdoors activities is about 17 miles away. Area golf courses accessible to hotel guests include the Reflection Bay Golf Course, one-half mile away. The resort’s Moroccan-inspired Spa Moulay offers a full menu of spa treatments, and guests will find multiple dining and shopping options in the nearby village of Montelago. The property offers 493 guest rooms, more than 45,000 sf of function space and 50,000 sf of outdoor event space including gardens, terrace and much more.

Stand-Alone Events and Don’t-Miss Activities

Las Vegas has no end of options for planners looking to create that coveted wow experience. Among them is the Sundance Helicopter terminal — complete with one of the city’s decidedly wow activities.

Leora Azoulay, president/owner of Incentives by Design Inc., has been working with Sundance Helicopters for more than 15 years. She was thrilled to book the terminal in May for a U.K. realty company client with 115 attendees. The group was based at The Palazzo Resort Hotel Casino. “Who doesn’t love those suites?” Azoulay asks, “especially the Europeans who are used to tiny hotel rooms.”

The plan was to offer guests Sundance’s City Lights Tour over Las Vegas. When the terminal was redesigned, it became an added enhancement. “Here was our opportunity to combine flights and fantasy in one place,” Azoulay says. “The Sundance terminal lends itself to special events with its architectural beauty and flow. Highboy cocktail rounds draped in floor-length black linens were scattered throughout the terminal and copper sculpted Kokopelli statues graced each table. As this was a post-dinner event, we offered an elegant dessert buffet with bite-sized petit fours, mini fruit tartlets, cheesecakes bites, cake pops and chocolate-covered strawberries.

“The entertainment was roving. Costumed Cirque-style jugglers and mimes walked among the guests, and two acrobats rolled across the floor lining their bodies inside a hoop. A Native American flute player was positioned on the balcony and gentle calming notes filled the air with a mystical feel. As the guests enjoyed their surroundings, we rotated them through the flights so at all times they had something going on.”

Azoulay calls the Sundance staff “the most courteous and attentive team I have had the pleasure of working with in a very long time,” noting that they even made the preflight weigh-in stress-free for guests. While she recommends the terminal as an event space, she adds, “I would strongly suggest including the City Lights flights as well.”

Another stand-alone option is Meet Las Vegas on South 4th Street, a high-tech venue with three floors of event and meeting space where groups can take over one floor or all. Because each floor is truly a blank space, the possibilities for creating a one-of-a-kind event are limitless. The first floor offers a total of 5,427 sf, the second 5,131 sf and the third 2,775 sf. In addition, an outdoor pavilion provides an additional 8,412 sf. Sales, event and catering teams can assist with every phase of planning and designing.

Blue Man Group has permanent theaters and productions in five U.S. cities, including Las Vegas, where the specially designed theater at Luxor puts the audience close to the action. The mix of music, comedy and technology never fails to inspire, and because the shows are continually refreshed, planners can bring attendees back again and again. Among the options for groups are discounted tickets, meet-and-greet experiences, backstage tours and customized art with a company’s logo. Groups can also rent the 830-seat theater for a meeting, followed by a Blue Man Group performance ranging from just a few minutes to a full 90 minutes. Groups of 500-830 can buy out a show. Additionally there are show-and-dinner packages, transportation options for 50+ and the lobby can accommodate pre-show receptions for up to 75.

Always Something New in Nevada

Nevada is not a state to rest on its considerable laurels.

At Caesars Palace the newly renovated Julius Tower welcomed its first guests in time for the hotel’s 50th, yes, 50th, anniversary. Another Caesars property, the Rio, celebrated the opening of Guy Fieri’s El Burro Burracho this year, and in June, Caesars started offering personal yoga sessions inside a cabin on High Roller, the world’s largest observation wheel.

Caesars Palace is home to the newly transformed Omnia nightclub. The multilevel venue has an expansive main room dance floor and options for private group events in a variety of venues from the main club to the outdoor terrace or the private ultra-lounge.

The most recent addition to Caesars Palace is the upscale Montecristo Cigar Bar. Newly designed, the contemporary 4,000-sf space offers notable cigars and rare fine whiskeys. Spacious courtyard space wraps around the back portion of the cigar bar, and the 10-seat Vault allows small groups to create an exclusive experience.

Aria Resort & Casino announced a major expansion of its award-winning LEED Gold-certified convention center. The $154 million project will deliver an additional 200,000 sf of technologically advanced, flexible meeting space across four stories, highlighted by stunning indoor/open-air spaces and a glass-enclosed venue with dramatic views of The Park and spectacular new T-Mobile Arena. With the completion of the expansion, Aria will feature more than 500,000 sf of meeting space for its luxury clientele.

In February, Wynn Las Vegas announced a major expansion with development of Wynn Plaza, more than 75,000 sf of luxury retail space. It’s inspired by elegant Avenue Matignon in the Right Bank of Paris and scheduled to debut fall 2017. Still awaiting board approval is Wynn’s plan for the Paradise Park expansion, slated to stand on approximately 130 acres currently occupied by Wynn Golf Club. If it goes through, Paradise Park will add 260,000 sf of meeting space.

Always wanted to know what it’s like to be a gondolier? The Venetian Resort Hotel Casino opened Gondola University July 1; it’s available to groups as well as to the public and includes Venetian history as well as a hands-on experience. The Palazzo Theatre was newly redesigned in conjunction with the opening of Baz – Star Crossed Love, a new-generation cabaret where guests are treated to a high-energy mash-up of music, movies and the world’s greatest love stories.

MGM Resorts International and New York-based Sydell Group announced a partnership to reimagine and rebrand Las Vegas’ Monte Carlo Resort and Casino. The approximately $450 million transformation, which will touch every element of the property, will include two distinct hotel experiences: a Las Vegas version of Sydell’s widely acclaimed NoMad Hotel, and the launch of a new luxury hotel named Park MGM. In addition to fully redesigned and renovated hotel guest rooms, each hotel will feature innovative and exciting food and beverage experiences unique to the Las Vegas market, including the award-winning NoMad restaurant by chef Daniel Humm and restaurateur Will Guidara and Eataly’s vibrant Italian marketplace with cafés, to-go counters and full-service restaurants interspersed with high-quality products from sustainable Italian and local producers.

Park MGM and The NoMad Las Vegas become the final pieces of MGM Resorts’ complete neighborhood redesign of the central Las Vegas Strip neighborhood.

In Reno, Peppermill Reno celebrates 45 years in 2016. While it appreciates the past, the resort is looking squarely ahead to the future with innovations and renovations that include the redesign of Edge Nightclub, including the addition of $150,000 in lighting, 440 sf of LED panels, custom wallpaper, original artwork and handcrafted crystal chandeliers. Also on tap for this year: a remodel of Oceano restaurant, remodel of Capri Ballroom, installing energy-recovery ventilators and improving air quality throughout the resort.

Elsewhere in Reno, the owners of the Siena Hotel announced that the property will be rebranded and newly opened as a non-gaming Renaissance Hotel in early 2017. Siena’s casino, which closed summer 2015, has been replaced with a recreation area featuring indoor and outdoor bocce ball courts.

The Bottom Line

By almost any measure, Las Vegas offers everything a planner needs to create phenomenal experiences for groups.

As Azoulay puts it, “Las Vegas continues to capture the world’s imagination as the destination where anything is possible. It truly is one of the most exciting meeting and incentive destinations the world over.”

Her one caveat for planners: “Don’t try to go it on your own. Use a reputable destination management company to help you. Their contacts and connections are invaluable to the end result of your event.” C&IT

Laurie E. Sherwood (l) and Sadaf A. Nejat.

Laurie E. Sherwood is a partner in Walsworth’s San Francisco office where she focuses on the travel, tourism and hospitality industry. Her practice encompasses the representation of travel agencies and companies, tour operators, travel insurance companies and hotels in a variety of federal and state court cases ranging from disgruntled travelers to catastrophic injuries. Contact Laurie at lsherwood@wfbm.com. Sadaf A. Nejat is an associate in Walsworth’s Orange office where she represents a variety of clients in travel and tourism, toxic tort, product liability and general litigation matters. Contact Sadaf at snejat@wfbm.com.

Walsworth, a firm of more than 80 attorneys with offices in Orange, Los Angeles and San Francisco, is known for excellence in litigation and transactional matters. Walsworth is a certified Women’s Business Enterprise by the Women’s Business Enterprise National Council and by the California Public Utilities Commission, and a National Association of Minority and Women Owned Law Firms member. www.wfbm.com.

In 2014, the corporate planner started planning the company’s 2016 annual meeting in Miami Beach. The outside meeting planner started planning a 2017 incentive for top performing employees at a Costa Rica resort. It’s now 2016, and Zika is in the news daily. Despite your extensive planning, you are faced with travel advisories, employee questions, etc. What’s a planner to do?

In the midst of worldwide concerns about Zika virus infections, the U.S. Centers for Disease Control and Prevention (CDC) recently issued an unprecedented travel advisory urging pregnant women to avoid the Miami neighborhood of Wynwood where they discovered cases of locally acquired Zika virus infection — the first time the CDC has advised people not to travel to a place in the continental United States. In late August, a new cluster of five Zika virus infections around Miami Beach led the CDC to expand this travel advisory to include a section of Miami Beach.

What Is Zika?

First identified in monkeys in Uganda in 1947, Zika was later identified in humans in 1952. The first report of locally acquired Zika in the Americas did not occur until mid-2015. Moreover, it was not until the latter half of 2015 and early 2016 that the link between Zika and serious conditions, including a neurological syndrome and congenital malformations, became known. Currently, more than 50 countries have reported active Zika virus transmission, and other potential complications of Zika virus disease are the subject of intense research efforts.

Zika is a virus transmitted primarily through bites of infected Aedes mosquitos. These mosquitos can become infected when they bite an infected person and then transmit the Zika virus when they subsequently bite someone. The Zika virus also can be spread from a pregnant woman to her fetus, through sexual contact and most likely blood transfusions. Many people infected with the Zika virus will not have any symptoms or only mild symptoms, the most common of which include fever, rash, joint pain, and/or conjunctivitis (pinkeye). Other symptoms include muscle pain and headache. Symptoms can last several days to a week and resolve without medical attention. In some populations, however, Zika presents serious risks. Zika infection during pregnancy can cause microcephaly and other severe fetal brain defects. Other problems detected among fetuses and infants infected with the Zika virus before birth include eye defects, hearing deficits and impaired growth. In Zika-affected areas, there have been increased reports of Guillain-Barré syndrome, an otherwise rare disorder that can cause paralysis. There is currently no vaccine for the Zika virus, although the race is on to find one.

What Is the Duty of Care?

In light of the potentially severe risk, especially for certain populations, and the number of countries affected, travel providers are taking various steps to protect themselves from the potential impact of the virus, including offering credits, refunds and trip alternatives as travelers begin to rethink travel to affected areas. Additionally, travel providers generally owe a duty of care to travelers to disclose information that is material to the services provided. The scope of this duty to disclose is limited to what is reasonable in any given instance. Accordingly, for outside meeting planners with upcoming meetings in Zika-affected locales, it would be advisable to direct meeting participants to the CDC’s website and recommend they consult with a medical professional before traveling. This enables meeting participants to make informed health decisions and decide whether to proceed with their trip. Depending on the target population, as well as timing of the event, planners may want to consider alternative locations and work closely with their travel providers.

“Travel providers generally owe a duty of care to travelers to disclose information that is material to the services provided.”

In-house corporate travel/meeting planners face additional concerns in light of the statutory safeguards of the Occupational Safety and Health Act of 1970 (Act). The Act covers most private sector employers and their workers, and some public sector employers and workers. Its objective, via the Occupational Safety and Health Administration (OSHA), is to assure safe and healthful working conditions for workers. In keeping with this objective in light of Zika, OSHA, in concert with the National Institute for Occupational Safety and Health (NIOSH), issued a fact sheet entitled “Interim Guidance for Protecting Workers From Occupational Exposure to Zika Virus.” This fact sheet outlines steps employers and employees should take to protect themselves from Zika. While this fact sheet focuses on traditional occupational exposures such as outdoor workers, health care and laboratory workers, and mosquito control workers, as opposed to exposures resulting from work-related travel to affected areas, it provides helpful guidance. Specifically, the fact sheet recommends following the precautions listed in the fact sheet for employees who may be traveling to affected areas.

First and foremost, the CDC/NIOSH fact sheets recommend that employers keep employees informed of risks associated with Zika. The CDC website contains up-to-date Zika travel information by region, and is helpful for employers and employees. Keeping employees informed of the risks associated with Zika may result in giving employees the option to decline travel to Zika-affected areas. To avoid potential legal action, employers must maintain employees’ privacy and confidentiality when considering requests not to travel. For example, employers cannot inquire about employees’ plans for pregnancy. Further, in implementing practices to address Zika, employers should avoid discriminatory or retaliatory conduct. For example, banning women from traveling to Zika-affected areas or keeping an employee from participating in an activity in a Zika-affected area, if such participation is possible by alternative means, may be actionable.

What Precautions Can We Take?

As for precautions when traveling to Zika-affected areas, the CDC recommends use of EPA-registered insect repellents with certain active ingredients, wearing long-sleeved shirts and long pants, and taking steps to control mosquitoes, including using air conditioning where available and/or sleeping under a mosquito net bed. Employers who have employees traveling to Zika-affected areas should consider providing the necessary repellents and other items as possible.

If an employee becomes infected, the employee should be urged to seek prompt and appropriate medical evaluation. In terms of infected employees’ legal recourse against an employer, most employees will be limited to state workers’ compensation benefits. However, where there is negligence on the employer’s part or there are discriminatory or retaliatory practices in play, an employee’s potential remedies may extend beyond workers’ compensation benefits.

Until the reach of Zika is better defined and its impact better understood, employers’ safest course of action is to keep employees informed, take employee concerns seriously and institute procedures for considering them, and consider giving employees the option to avoid Zika-affected areas.

The views and opinions expressed in this article are those of the authors and is not intended to provide legal advice for a specific situation or to create an attorney-client relationship. C&IT

Margaritaville Hollywood Beach Resort near Fort Lauderdale, Florida.

If America’s first visitors were the crew helmed by Spanish explorer Juan Ponce de León in 1513, then it could be said that Florida has been playing host to visitors for longer than any other state in the union. While Ponce didn’t get to venture far beyond the swaying palms and silken sands lining the coast, the visitor infrastructure that followed in his wake has blossomed, and how — particularly for corporate and incentive groups.

Today’s Sunshine State boasts an impressive variety of backdrops, large or intimate, and locations ranging from sleepy to downright buzzy — truly something for almost every style of gathering and budgetary consideration. And when it’s time for a breather, meeting planners will find Florida replete with watersports options and theme parks, beachcombing and wildlife viewing, along with a climate that invites al fresco events year-round.

“By far, this (Margaritaville) was the best venue of any we have used before. …And the food was phenomenal at every meal. It did not taste like ‘meeting’ food.”
— Sandy King

“The State of Florida has outstanding convention, visitor and tourism bureaus that go way above and beyond,” says Jeremy M. Luski, founder and CEO of JML Worldwide, a New York-based global event agency start-up that placed clients in St. Petersburg. “The client is always No. 1 in the eyes of Visit Florida.”

Fort Lauderdale and Vicinity

With Miami, Fort Lauderdale, Tampa, Orlando and other airports offering nonstop flights from most North American cities, air access is a key reason meeting planners cite Florida as a leading choice for gatherings.

For Sandy King, director of executive support for Pike Enterprises, an energy solutions provider based in Mt. Airy, North Carolina, airlift and ease of access were “very important” in selecting a location for a 158-person meeting of the company’s electric supervisors in February. Margaritaville, the $147 million Jimmy Buffett-themed resort in Hollywood Beach, was her pick.

Situated on the barrier island, just six miles from Fort Lauderdale airport, the opening of Margaritaville in November 2015 has proven to be a vital catalyst to reinvigorate this once sleepy suburb. The 349-room resort instills a relaxed vibe from the outset, greeting guests with a flip-flop statue and chandelier of margarita glasses. Buffett’s personal collection of surfboards is on display and a surf simulator next to the boardwalk lining the beach tempts the hang-ten crowd. But 30,000 sf of meeting space — indoors and out — make this also a viable landing for corporate groups.

“By far, this was the best venue of any we have used before,” King says. “Once our group arrived, they did not have to leave the property for the duration of the meeting — everything was within walking distance. And the food was phenomenal at every meal. It did not taste like ‘meeting’ food.”

“David Margolis was outstanding in getting this meeting put together for us,” adds King. “Christina Tauceda was also invaluable — she was my onsite contact that took of everything and anything I threw her way. Every single person we interacted with was extremely friendly, yet professional. Meeting rooms were all very well set up, the traffic flowed in and out easily, the rooms were clearly marked, and the décor was beautiful. Once I ordered the audio-visual I could forget about it — everything was taken care of.”

A few miles up the strand, the 240-room Sonesta Fort Lauderdale Beach is laidback in its own, sophisticated way. With 12 meeting rooms, including breakouts, the resort offers 8,000 sf of meeting space, making the Sonesta a lovely beachfront option for more intimate gatherings. Pamm Houchens, trade marketing director for Maryland-based Aveniu Brands, an importer, marketer and distributor of fine wines in North America, said the hotel was “a wonderful partner” for her 40-person event in July.

Initial contact was with Paige Guiliano, and then Houchens was assigned to convention service manager Victoria Llano. “She was accommodating, and a jewel to work with on every level. She met every demand and was always available — extremely helpful for meeting planners.

“Meeting rooms were grouped together on the penthouse level, separate from other guests and more private,” Houchens explains. “Each breakout and lunch was themed, and perfect for our small group.” The hotel also was within easy driving distance to Fort Lauderdale restaurants that were supporters of the Aveniu wine brands — dine-arounds were conducted each evening.

Houchens reminds that, when considering Florida as a destination, planners should be cognizant of how heat and sporadic showers might impact outdoor activities. “Walk-throughs are always advised prior to arrival of guests. I would definitely take into consideration that the Sonesta has a small lobby bar, and large groups may find it limiting if there are late-night gatherings.”

Miami

Trimmed by luminous beaches and spiced with Latin culture, if one destination in Florida could be cited as “hot,” Miami would be it. Just look at its airport numbers.

Domestic passenger traffic at Miami International Airport grew five percent during the first six months of 2016. Including international travelers, MIA served almost 700,000 more passengers than the same time period last year. And while the airport is currently served by more airlines and air cargo operations than any other U.S. airport, five more airlines will be added to the roster this fall, including the return of KLM and flights to Amsterdam.

Eden Roc, Miami Beach’s iconic oceanfront Grand Dame, has joined forces with the Nobu team to create Nobu Hotel Eden Roc. An extensive renovation and restoration of Morris Lapidus’ classic hotel has been overseen by noted architect David Rockwell, while the Nobu crew — chef Nobu Matsuhisa, actor Robert DeNiro and film producer Meir Teper — have collaborated to reimagine Eden Roc for a new era. The 214-room hotel, which opens this fall, will feature more than 70,000 sf of meeting and event space, a 22,000-sf spa and fitness facility, four swimming pools and, of course, the flagship Nobu Restaurant.

Also set to debut at the end of this year is a floor-to-ceiling renovation of the spa and fitness center at Turnberry Isle Miami. The luxury resort promises a progressive new look for the facility by award-winning design team Hirsch Bedner Associates, along with innovative new treatments and cutting-edge equipment. Turnberry Isle guests continue to enjoy two championship golf courses, two swimming pools and culinary expertise of celebrity chef Michael Mina at Bourbon Steak restaurant.

A $250 million renovation of the Trump National Doral Miami was completed earlier this year with the arrival of 48 Trump Spa Suites designed by Ivanka Trump. The suites start at 998 sf and can be used for in-room spa treatments, bath butler service, or guests can trundle over to the resort’s new spa facility, gilded with gold leaf Spanish Revival accents, right next door. The 643-room resort has four championship golf courses, eight food and beverage outlets, and more than 100,000 sf of meeting space, including a decadent 24,000-sf ballroom.

Orlando

While Florida boasts the longest coastline in the contiguous United States, and most of the state’s hotel options straddle these shores, Orlando offers an alternate setting, one steeped in the thrills of the theme park capital of the world. For Jonathan Perlman, events director for Miami-based Zumba Fitness LLC, says there are no better destinations than Orlando for the annual 8,000-attendee meetings he oversees each July.

“We’ve been doing our event in Orlando for the past nine years,” Perlman explains. “It’s easy to fly in to, there are great hotels, great partners, reasonable rates and amazing event space.”

For nine years, the Zumba Instructors Convention has utilized the 1,639-room Hyatt Regency Orlando and 1,417-room Hilton Orlando next door, both connected to the convention center across the street. Perlman cites the resorts’ location — on International Drive, between Universal Studios and SeaWorld — along with the layout of service and event space as being key assets.

“They have a great distribution of space, and vendors that eventually become an extension of your team. They’re great partners — we would not change them,” Perlman adds.

The city’s Orange County Convention Center is the nation’s second largest meeting facility, with 7 million sf of total space. Orlando also boasts the second-largest concentration of hotel rooms in the country. For such a desirable destination, Perlman suggests booking multiple years to secure the best rates and optimal dates.

Tampa Bay

Although Tampa itself is modest in size, as the hub for the St. Petersburg/Clearwater communities, Tampa Bay encompasses Florida’s second largest metro area. As such, it has a number of big-city assets, such as its well-liked airport and a 600,000-sf convention center, but still enjoys a walkable downtown with lots of parks and nearby beaches.

Tampa International Airport is nearing completion on a $1 billion renovation and upgrade project, with 50,000 sf of new retail and restaurant space opening this year. Served by daily direct flights from 50 U.S. cities, in 2017 the airport’s rental car center will be completed, reached by an automated people-mover.

A new addition for Tampa for amblers, joggers, and cyclists is the 2.4-mile Tampa Riverwalk, which links downtown’s most popular hangouts, including parks, museums, hotels restaurants, the Amalie Arena and the Straz Center for the Performing Arts. Guests staying at Le Méridien Tampa, just a few blocks off the Riverwalk, enjoy free bike rental with their rooms, and bike rentals are available at other outlets. The Riverwalk also is a designated zone for alcohol consumption, which means you can stroll the waterfront with a local craft beer purchased from adjoining bars and restaurants.

Tampa Bay continues to be Florida’s only destination offering CityPASS, the discounted attraction package. The $99 (adult) ticket package covers admission to Busch Gardens Tampa Bay, Florida Aquarium, Tampa’s Lowry Park Zoo, the (Dale) Chihuly Collection, and more — tickets that, purchased separately, would total $217.

Buffeted by year-round sunshine, Florida’s diversity of settings, attractions, resorts and world-class convention facilities, along with solid air access, make the state a clear leader for meetings and conferences. The only problem might be deciding where to land.

New and Noteworthy

Receiving its first Forbes five-star designation in February, Eau Palm Beach Resort & Spa did not rest on its laurels this year. The resort debuted its fourth restaurant, Breeze Ocean Kitchen, an al fresco oceanfront oasis that mixes Mediterranean elegance with that distinctly chic Palm Beach aura — a fusion sure to establish the venue as a winter social season hub. The new Sunday afternoon paella experience is spiked with live music and classic cocktails that sparkle with current mixology trends. Situated on a private sandy shoreline, the 309-room Eau Palm Beach has 30,000 sf of indoor and outdoor function space and an award-winning spa, making it a top pick for upscale meetings.

Palm Beach County’s new 21-story, 400-room Hilton West Palm Beach, which opened in January with 24,000 sf of meeting space, is the only hotel in South Florida connected to a convention center — The Palm Beach County Convention Center.

The 650-room Fort Lauderdale Marriott Harbor Beach Resort & Spa has almost 67,000 sf of total event space and a quarter-mile of private beachfront. Its acclaimed waterfront restaurant, 3030 Ocean, offers a private dining space flush with nautical elements, including doors modeled after sailboats with ship-inspired portal windows and ocean-inspired wall art. In addition to chef-driven dishes emphasizing locally sourced seafood and meats, the restaurant’s raw bar brims with oysters, clams, shrimp, mussels, crab and lobster.

Streamsong Resort, which opened in 2013 in Central Florida, is almost equidistant between Tampa and Orlando. Streamsong has everything a group needs on its extensive property including 216 accommodations and 24,600-plus sf of flexible function space. In addition to two magnificent golf courses built on the dunes and craters of a landscape once dominated by phosphate mines, the resort offers guided bass fishing, sport shooting, archery, hiking and an opulent full-service spa, all easily incorporated into meeting and incentive programs.

The resort’s much-anticipated third course will open in fall 2017, giving golfers even more to experience. Designed by Gil Hanse, architect of the Olympic Golf Course in Rio de Janeiro, Brazil, Streamsong Black should be exceptional.

Wild Florida Airboats and Gator Park has added a 2,500-sf Cypress Ballroom to accommodate small events, just 45 minutes south of Orlando along the shores of Lake Cypress. Guests can then climb aboard a U.S. Coast Guard-certified airboat and watch for alligators, eagles, wild boars, roseate spoonbills and other natives of the northern Everglades. The adjacent Gator and Wildlife Park features lemurs, sloths, zebras and other animals native to South America, Africa and Australia.

The Kennedy Space Center Visitor Complex 45 minutes east of Orlando opens its new Heroes & Legends attraction in November. Separated into three distinct experiences, the expansion includes a custom-built theater, an interactive exhibit floor that uses holograms and radical augmented reality to interact with astronaut memorabilia and space program artifacts, and culminates in the U.S. Astronaut Hall of Fame, housed in a majestic rotunda. The facility lends itself to events focused on heroism.

Located at the tippy-toe of Florida in Key West, the adjacent Waldorf-Astoria properties Casa Marina and The Reach offer facilities for medium-sized and smaller meetings. Straddling the largest private beach in Key West, Casa Marina has more than 22,600 sf of flexible event space and outdoor reception areas, while the 150-room Reach two blocks away has meeting spaces and private dining for up to 40 guests. Combined, the two properties offer sand sculpting workshops, historic bike or jet ski tours, dolphin snorkeling trips, day tours to Dry Tortugas National Park, and they can arrange dinners at Hemingway House.

One of the northern Keys’ most popular properties, the Ocean Reef Club in Key Largo, offers teambuilding events such as bingo night, bungee run, the cardboard boat regatta and sand castle competitions. Groups also can enjoy field trips and eco-kayak tours through the Ocean Reef’s Nature Center and group activities at the property’s all-new cooking school, which accommodates cooking demonstrations, private parties and tasting events for up to 150 people.

The Ocean Reef Club features 30,000 sf of indoor meeting and function space as well as outdoor venues including two oceanfront pools and Lagoon Beach, which can accommodate up to 400 people. There are 36 holes of golf, a salon and spa, more than a dozen restaurants, a 175-slip marina and a private airport. In addition, the property’s new Carysfort Hall, a modern meeting and function space features a 5,688-sf ballroom and five additional meeting rooms that can accommodate up to 300 guests.

Located just outside Jacksonville, The Ritz-Carlton, Amelia Island recently refreshed its 48,000 sf of meeting space. The resort has assembled localized excursions and teambuilding opportunities, emphasizing a Southern style for its upscale groups. Embark on a kayak tour through Amelia Island’s tranquil salt marsh habitats for white egrets, herons and roseate spoonbills, or organize an excursion with the executive chef to discover the resort’s colony of 200,000 bees, and see how their honey is used in cooking and at the spa.

Hyatt Regency Jacksonville Riverfront, Northeast Florida’s largest convention hotel, has completed its multimillion-dollar renovation of all 951 guest rooms while adding six hard-walled meeting rooms on the fourth level of the property’s Terrace Building. The renovation also included corridors, the rooftop fitness center and Regency Club Lounge, which now provides additional space for small meetings, networking areas and workstations overlooking the city skyline.

A short drive southeast of Jacksonville, the AAA Five Diamond Ponte Vedra Inn & Club will complete a multimillion-dollar renovation of its Ocean House accommodations in fall 2017. Recently, the property renovated its Peyton House accommodations and oceanfront Surf Club, opened the new Tavern Lounge and upgraded its Wi-Fi system.

Planners and meeting-goers looking for a beachfront site find that Sundial Beach Resort and Spa on Sanibel Island is popular for laidback corporate events. Nine meeting rooms, each with comprehensive audio-visual capabilities, comprise the 12,000 sf of indoor and outdoor event space, and the resort boasts that it is the only destination on the Florida Gulf Coast’s Sanibel Island capable of accommodating up to 300 guests.

New dining options include a daily breakfast buffet and a new restaurant, Shima Japanese Steakhouse & Sushi Bar, that can be used for private group events.

Currently, the Sundial Beach Resort and Spa offers special value for groups that book by December 31, 2016, including the following:

• Complimentary one-hour cocktail reception.
• 10 percent off F&B.
• Waived resort fee.
• Complimentary meeting space.
• Complimentary internet in meeting rooms.

For more information, contact meetings@sundialresort.com.

Zika Advisories

Meeting planners may be concerned about the possible impact of Zika, a mosquito-borne virus discovered in South Florida including Miami Beach and the neighborhood of Wynwood. Miami-Dade County’s mosquito control team is regularly testing and spraying affected neighborhoods, but pregnant women are advised to avoid areas where Zika may be present. Regularly updated travel advisories from the Greater Miami and the Beaches Convention and Visitors Bureau are available at www.miamiandbeaches.com/travel-advisory-information. C&IT

Some say that in business, relationships are everything. Of course, that may not always be true in an age of electronic transactions, but most planners agree that positive working relationships are a key to successful meetings. When it comes to vendors, such a sentiment may be a no-brainer.

“Building relationships with vendors is critical to a meeting planner’s success,” says Leslie Wong, CMP, who plans meetings as director of new markets and business development for HoneyBook, a San Francisco software firm. “The success of the relationship relies on both parties wanting to understand the business of the client beyond the short-term need.” She notes that understanding the brand and long-term objectives is essential to make smart recommendations and discover solutions.

Vendors as Partners

“When I create deeper relationships with vendors, we experience the mutual benefits of what I consider a partnership,” Wong says, adding that this is definitely the case with a firm that serves as an exhibit partner.

“We brainstorm prior to any big project in our office, which is key to understanding our brand, product, long-term plans and business objectives,” she says. “Because of this, they create unique solutions that meet my goals, and we benefit from building a foundation for long-term business.”

Wong says clear communication is a must in vendor relationships. “As a meeting planner, be clear about your business objectives with vendors from the beginning so that you’re speaking towards the same goal,” she says. “This will align everything from budgeting to execution.” It also pays to over-communicate and plan buffers in budget and time, if possible. If you can, allow a cushion so that you don’t find you and your vendors against a wall,” she says. This could include load-in and load-out times, delivery times and budget.

“When dealing with unforeseen circumstances and disruptions, we are in the trenches together, and we need to have confidence that we can really rely on our vendors as part of our own team.”
— Marty Doyle

Marty Doyle, senior director of travel experiences at Dittman Incentive Marketing in New Brunswick, New Jersey, sees similar value in fostering positive relationships. “From hoteliers to DMC representatives, the travel vendors we select must be able to act as an extension of our organization and deliver services we can count on,” he says.

Doyle explains that the stronger the relationship, the more likely the vendor will understand clients’ needs and rise to meet them. “We see our clients as our partners and are always working to establish the same sense of partnership with our vendors,” he says. “When dealing with unforeseen circumstances and disruptions, we are in the trenches together, and we need to have confidence that we can really rely on our vendors as part of our own team.”

He notes that before pursuing a vendor relationship, it’s wise to be rigorous in the selection process. “A vendor partner must not only be able to provide creative ideas and onsite support, but should also be financially sound, have good infrastructure and offer an experienced team,” he says.

Once a vendor is selected, being clear about program expectations and client preferences gets everyone off to a good start. “Let everyone involved know that you want and respect their ideas and recommendations,” he says. “But be clear about your own knowledge of the client, as well as the tone and scope of the event.”

He adds that developing the program collaboratively, with frequent check-ins to make sure everyone is on track and on the same page, will help in assuring everyone’s best efforts.

Positive relationships are important regardless of the size of the business, according to Jeffrey Cesari, CMP, president of Industrious Meetings, with offices in Philadelphia and Wilmington, Delaware. “As a small business, we realize we don’t have the power of a well-known name,” he says. “But because we have built relationships with other vendors over the years, we have a history and relationship.” He feels it’s helpful to have an existing vendor vouch for his firm when working with a new vendor. Similarly, it’s a plus to be able to rely on relationships built up over time.

“I can pick up the phone or text a long-time contact when I’m in jam,” he says.

Cesari relates a recent instance where a client who was hosting a board meeting had a last-minute equipment need, letting him know at 5 p.m. on a Sunday evening that it was needed Monday morning at 9 a.m.

“The hotel was wonderful to help us get in touch with their in-house AV company, but they only had limited equipment onsite,” he recalls. Along with the basic equipment, a Gentner box (telecommunications interface) was needed to allow the audience in the room and the presenter to have a dialogue.

Relying on a long-standing vendor relationship, Cesari texted the national sales representative for his equipment provider and explained the situation. Within an hour, he received confirmation that the desperately needed equipment was going to be delivered Sunday evening.

“If the relationship wasn’t in place, I don’t think that would have happened, and ultimately the content of this important meeting would have been compromised,” he says.

Even less dramatic situations deserve gestures of gratitude, Cesari adds. “I’m a big advocate of saying thank you and showing my appreciation,” he says. “After a meeting, we thank our clients and stakeholder, but we also make a point to send a handwritten thank you note to our key vendors.”

Views From the Field

In considering the nuances of a great relationship, views from different angles of the planning process can be informative. Along with the thoughts of experienced planners, the perspectives of hotel contacts and others who work with planners can be revealing. That’s the case with tips such as those provided by Keryn Veripapa, director of sales at the Ritz-Carlton New York, Westchester.

“Anyone who has ever planned an event knows how important vendors are to its success,” she says. That makes fostering teamwork and a trusting relationship vital even if time-consuming, she notes. “Relationships need to be fostered and take time to grow and develop,” she says. When planners engage with the vendors, the vendors become more vested in the event and are encouraged to share responsibility in the success of the program.”

Veripapa says that establishing a mutually beneficial relationship is critical. If both the vendor and the planner see the benefit, they will be equally dedicated to the program. At the same time, mutual respect and appreciation go far in fostering a good working relationship. “Very seldom do people grow tired of hearing someone say thank you,” she says. “So it goes a long way.”

Veripapa recalls booking a program with a client who said upfront not to expect repeat business since the preference was to use a different hotel each year. But through the booking and planning process the two developed a positive relationship, while her team developed a similarly strong relationship with the host of the meeting. “Since we executed a very successful program for them, they’ve been coming back for five years now,” she says. “When you have common ground and understand the clients’ needs, you gain their trust and their loyalty.”

Elizabeth Nelson, director of catering sales at the JW Marriott Indianapolis, advises treating vendors like coworkers. She says that all the vendors you retain are an extension of your business and brand. “A vendor’s work or products are usually one of the first visual aspects clients come in contact with,” she says. “You want your vendors to care about your business and brand as much as you do, and having a good relationship with each vendor can make you stand out to clients more than the competition.

Nelson points out that there will always be some sort of last-minute need or client emergency. “Having those good relationships can help get you out of a pinch,” she says. “This also helps with referrals. We like to share clients that may be a good fit for a particular vendor and in fact make recommendations all the time.”

Nelson tells of a situation where the hotel’s catering manager was working with a third-party meeting planner on an event. During the contract development stage, the meeting planner failed to mention that there was a commissionable room rate. By the time this came to light, the event had already been contracted, and the planner was not able to collect the commission. The result, not surprisingly, was a strained relationship. Such problems can be avoided, she notes, if all parties read and re-read all contracts and make sure there is upfront discussion regarding any fees or commissions that might be payable.

Vendors as Resources

Nelson says that the knowledge vendors bring can be a boon. “We are all experts in our field, but everyone hits a creative block sometimes,” she says. “Reaching out to vendors as a creative resource and talking through ideas can help everyone excel.”

Building great relationships with vendors and business partners is a must, says Alison Pearl Yassky, PR and marketing coordinator of the Castle Hotel and Spa in Tarrytown, New York. “They give us a support network to further our business. Partnerships with various business contacts encourage positive interactions that are mutually beneficial. In fact, we recently hosted a great relationship-building event between planners and our preferred vendors that was very well received.”

Staying in touch over time is also a good practice, according to Nelson. “Keep vendors as a resource and don’t just call them when you need something,” she says. “I like to stay in touch on a personal level, which I’ve found has led to some great business and wonderful events.”

Yassky also says that ongoing contact is a basic requirement. “Touch base with the vendors on a regular basis,” she says. “Take an interest beyond the business aspect by getting to know more about their personal lives. When you get to know one another better, you are better able to partner up on business pursuits.”

Offering value also is key, according to Yassky. She says that strong business relationships often occur when both parties are able to offer value. “Instead of only looking at how the vendors can help us, we consider the value that we offer to them,” she says. “In some cases, simply listening and offering business advice is the key value we add to the relationship. With a vendor, an opportunity for value is to provide new contacts or potential customers.”

Yassky notes that while a meeting planner can be extremely helpful as another person on top of organizing the details of an event, information can get lost in translation when multiple parties are involved. When it comes to pricing, she says, there are details where it is vital that the communication only flow through the venue and the hosts. “Information can easily get passed along incorrectly when it goes through a chain of people,” she says. “As a meeting planner, it would be helpful to make sure the client knows when it comes to specific details and pricing, that it’s best just to contact the event and sales manager directly.”

Yassky adds that good listening skills are also vital. “Actively listening to what vendors and other business contacts tell you is a large part of the communication process,” she says. “Show that you are willing to step back and let others speak while you take it all in.”

Even more important is building trust.“ Trust and honesty fuel a positive relationship with both vendors and partners in the business world,” Yassky says. “If you fail to interact honestly with your contacts, you develop a sense of mistrust that may cause vendors and partners to be guarded around you.”

A Matter of Respect

While it’s obviously important to meet business needs, treating others with respect is an imperative with which everyone can agree. And besides being the right thing to do, it can pay off in the long run.

“The meetings industry is small,” Cesari says. “One day, that vendor may be a client or even a co-worker. So always be respectful, regardless if the contact is a vendor, client or peer.” C&IT

Carnival Imagination’s WaterWorks features the longest water slide at sea.

Cruising continues to reward groups on a multitude of levels, from creative shore excursions in a variety of destinations to expanding onboard entertainment to ever-improving cuisine. Even the cabins themselves, particularly those with panoramic oceanic views, can inspire attendees and motivate them in the workplace as potential incentive qualifiers.

That’s what Kate Guimbellot discovered when she planned a 900-qualifier incentive charter of the Norwegian Dawn as vice president of field development and training for the direct jewelry sales company Silpada Designs Inc.

Attendees “can have discussions in an intimate setting, cocktail bar or out on the deck. It gives them the opportunity to foster communication.”
— Peggy Cunningham

The company’s representatives strove not only to qualify for the cruise, but also to qualify sooner rather than later, as that would guarantee them a better cabin. “We had to figure out how to divvy up the cabins because there are so many different categories. And so we did it on a first come, first serve basis,” Guimbellot explains. “So for the first time ever, it wasn’t just about achieving (the sales quota) in that 12-month period, it was about achieving it as fast as possible, because the first person to achieve it got a penthouse suite, then the balcony cabins, and it went down from there. It was actually a very healthy competition and drove my sales very well because they frontloaded everything to hit their numbers sooner.”

Building Awareness

Despite the potential for such robust ROI, the cruise meeting industry as a whole still has to persuade many planners as to its value proposition. “Although it is picking up momentum, we feel that cruising really is underutilized” among meeting groups, says Lisa Vogt, associate vice president, corporate meetings, incentives and charter sales with Celebrity Cruises. “So I think from a cruise industry perspective we all need to band together and build awareness of cruising as an amazing venue for meeting and incentive groups.”

Celebrity, she says, has been hosting not only incentives, but also annual conferences and product launches. “Cruising creates such a fantastic backdrop for any one of those types of events,” Vogt adds.

Indeed, a cruise is not just a backdrop for diversion that rewards performance, but also for networking. As Peggy Cunningham, executive vice president of Afflink Business Services, a division of Afflink LLC, observes, attendees “can have discussions in an intimate setting, cocktail bar or out on the deck. It gives them the opportunity to foster communication and share best practices in a casual environment. We have that same opportunity at the ground events, except it’s just in the organized evening events or excursions.”

Afflink, which manages all incentive and meeting programs internally for Afflink as well as for outside companies, partners with Silversea for its New Latitudes incentive program. For more than 12 years, New Latitudes has taken qualifiers to destinations as diverse as Italy and the Windward Islands. Next spring, the group will sail to Greece. The Windward Islands are part of what remains the most popular cruise destination in the world, the Caribbean, while Italy and Greece are part of the also-popular Mediterranean. But continually motivating potential qualifiers requires a variety of experiences, and a very different kind of milieu is found in Alaska. “We’re seeing an uptick in our Alaska business,” says Vogt. “I think that’s because it’s a beautiful destination and people are looking for new experiences.” Along those lines, Celebrity is growing its offerings in the exotic Galapagos Islands, where the company now offers the 48-capacity Xperience and 16-capacity Xploration to complement its 100-capacity Xpedition.

Cities at Sea

Along with variety in destinations, the cruise industry continues to diversify its onboard entertainment, with the most prominent examples coming from the megaships. “The ships that have come out in the last four to five years are a new generation in a lot of ways because they take into account so much more of the onboard experience,” observes Mark Faldmo, CTC, president, Columbus Travel. “Sometimes I think you could take some of these ships, particularly Royal Caribbean’s new megaships, and go 50 miles offshore, drop anchor for a week and have a great vacation,” he observes. “They are like cities at sea.”

And those “cities” are growing. Royal Caribbean’s 3,835-capacity Adventure of the Seas, for example, will debut numerous recreational amenities this November, including new dual racer waterslides, Cyclone and Typhoon, the popular FlowRider surf simulator, and a children’s aquapark, Splashaway Bay. In addition, a new lineup of culinary and entertainment venues will be introduced, including Izumi Japanese Cuisine, Chops Grille and Boleros Latin Lounge.

Celebrity, meanwhile, recently launched an initiative called “18 shows in 18 months.” “We’ve revamped 18 of our production shows across our fleet, and it’s really modernizing our entertainment with rich visuals and a lot of flying and acrobatics,” says Vogt. Recreational opportunities aboard Celebrity ships also can have a teambuilding value, such as bocce ball on its Solstice class ships at the Lawn Club, pool volleyball and casino game tournaments.

Regarding Norwegian’s onboard entertainment, “there are just so many options,” says Guimbellot. “They’ve made sure to put in a really good blend of public spaces that allow that. So they’ll have a (musical) trio playing in one area and then upstairs they’ll have one of the comedy shows going on. Then they’ll have a headliner in the main theater, a big production show such as the Blue Man Group. So there’s always a multitude of choices for what you’re going to do that night, and I know that our (sales reps) loved that.”

In addition, Guimbellot found the Norwegian Dawn staff to be very flexible in accommodating her entertainment goals for the incentive program, including a “white party” for Sterling Soar, a group of about 400 upper-echelon achievers. “We totally converted the club on the top of the ship and brought in an onshore production company,” she relates. “The vessel really worked with us to bring all that scenery on, the lasers and special effects. And for our farewell event we took over the entire central atrium, which is very tall, and brought in these massive lit balls, hanging them everywhere. I also brought in a famous DJ from South Beach and she cruised with us the entire time.”

Per Guimbellot’s request, Norwegian also brought in people she personally knew in order to fill the positions of hotel director, cabaret artist, stager and choreographer. “I didn’t think that (request) was going to fly, but it did. And to me that just indicated that the sales team were really accommodating,” she says.

Shore Excursions

The top cruise lines not only offer groups diverse and customizable entertainment, but in-depth cultural education as well, via shore excursions. For instance, on the Windward Islands, the Afflink group enjoyed catamaran cruises in St. Lucia to the mainland, where the 300 participants had lunch on a plantation. Cunningham also recalls a visit to Pompeii during the Italy cruise: “Every docent on the bus was extremely knowledgeable in the area, and they divided up our group so that we were able to have real (intimate) tours of Pompeii.”

These tours can extend to the nearby Isle of Capri, “which is really beautiful,” comments Faldmo, who brought a TV station group on a cruise to the area. “They get to learn a lot of Roman history. The Isle of Capri has been a vacation spot since the Caesars really.”

In the Galapagos, Celebrity offers “naturalist guides that take people ashore for tours,” Vogt relates. “These are locals that live and study the Galapagos ecosystem and they sail with us, giving talks. So it’s a very unique opportunity.”

On a Norwegian cruise to Alaska for a 40-attendee retail client of Columbus Travel, a shore excursion in Skagway included a train ride up to the Yukon to a miner’s camp dating from the Gold Rush era.

These kinds of immersive experiences are what it takes to incentivize many of today’s well-traveled salespeople, and, thankfully, the cruise industry is adding more every year.

Cruise News

Carnival Cruise Line

The 3,934-passenger Carnival Horizon is scheduled to enter service in March 2018. The second in Carnival’s Vista class, the ship will offer many signature onboard activities, such as the SkyRide, Imax Theatre, WaterWorks aqua park, Seuss at Sea program and Alchemy Bar. A wide range of accommodation categories will be available, including the popular Havana staterooms.

Carnival recently announced that in 2020 and 2022 it will launch two new 5,200-passenger ships powered by lique­fied natural gas. They’re the first-ever “green cruising” design ships to be based in North America and will be the largest ships in Carnival’s fleet.

Royal Caribbean Cruises

The company recently signed a memorandum of understanding with the STX France shipyard for a fifth Oasis-class ship. A fourth Oasis-class ship is currently under construction at the shipyard in Saint Nazaire, France, and is planned for delivery in spring 2018. The fifth is pending for spring 2021.

This summer, the brand revamped RoyalCaribbeanIncentives.com in order to deliver an interactive experience that includes a fresh look, streamlined site navigation, rich content and exclusive planning tools such as a destination search widget, Event Customization Guide and RFP function.

Celebrity Cruises

Celebrity’s new “A Taste of the Caribbean” package features interactive cooking demos, wine-tasting events and sail-away parties at its unique lawn club on the top deck of the Solstice class ships. The overarching program is Chef’s Market Discoveries, which offers culinary-themed shore excursions complemented by a locally inspired onboard meal.

“What’s unique to Celebrity — and this is great for meeting planners to know — is that we’re really more of an adult-oriented brand,” says Vogt. “So we’re really focusing on dining; cuisine is a big pillar of ours. The fellow who runs our culinary division is a Michelin Star chef.” Faldmo appreciates not only the brand’s F&B quality, but the value as well: “I find Celebrity for the mid-level price does a great job with food.”

An especially creative culinary idea is Celebrity’s “Taste of Film” special event, which is ideal for corporate groups. On the Millennium class ships, “we have added a rooftop terrace with a big screen that becomes this really cool evening party type venue,” Vogt explains. “We pair cocktails that will be introduced in the movie, and serve appetizers and drinks at these poignant moments during the film.”

Looking to the future, “We’re in the design phase for a brand new class of ships called Edge,” Vogt says. “It’s revolutionary and will introduce things that have never been done in the cruise industry before. There will be four ships, and they will feature spaces for private functions that we’ve never offered before.” Two Edge-class ships are planned for fall 2018 and early 2020, and another two potentially for fall 2021 and fall 2022. They will be sized between the line’s existing Millennium-class and Solstice-class, at 2,900 capacity each.

Norwegian Cruise Line

Two of NCL’s ships have recently undergone renovations: The Norwegian Dawn and Pride of America. The former vessel’s enhancements include two new restaurants, and three new bars and lounges, updated design and décor in all public spaces, and a refurbishment of all staterooms including a complete makeover of the ship’s signature Garden Villas, some of the largest suites at sea. The Pride of America’s renovations include newly designed public spaces, new venues and refreshed décor in all staterooms. Both projects are part of The Norwegian Edge program, a $400 million investment launched in January that encompasses the entire guest experience. Another upgrade, completed in June, is the quadrupling of internet bandwidth across the company’s 23 ships, including the Oceania and Regent Seven Seas brands.

Through next summer The Norwegian Edge initiative will be revolutionizing the company’s 250-acre private island oasis in the Bahamas, Great Stirrup Cay, adding luxurious amenities, new adventure activities and expanded dining options. The company also is developing its Western Caribbean destination experience, Harvest Caye, Belize. It will be the country’s only cruise ship pier, allowing groups to easily depart to mainland Belize for an excursion.

“Norwegian reminds me a little of the old Avis commercial ‘We try harder,’ ” Faldmo comments. “I find all the cruise lines do a great job; I love working with every one of them. But I do find Norwegian hustles a little bit more on pricing and value.”

Oceania Cruises

Similar to Celebrity’s Chef’s Market Discoveries, Oceania’s Culinary Discovery Tours enable guests to experience the cultures of the world through their cuisines. A master chef instructor from the ship’s hands-on cooking school, The Culinary Center, accompanies participants. The tours are being expanded to include some of the Mediterranean’s most intriguing destinations for the 2016 season: Antibes, France; Bandol, France; Casablanca, Morocco; Catania on Sicily, Italy; Heraklion (Iraklion) on Crete, Greece; and Palamos, Spain.

Princess Cruises

Launched this summer, Global Partners + Local Experts partners Princess with Cruise Europe, Cruise Baltic and MedCruise. The goal is to provide guests with authentic and exclusive onshore experiences in key regional cruise destinations.

The line’s new 3,560-capacity Majestic Princess, sister ship to the Regal Princess and Royal Princess, sets sail next April. Features include Princess’ largest top deck pool, 12,000 sf of high-end retail space and balconies on all outside staterooms.

Regent Seven Seas

The Regent Seven Seas Explorer, touted as the most luxurious ship ever built, was christened in July. The all-suite, all-balcony 750-guest ship calls on iconic destinations throughout the Mediterranean from Saint-Tropez and Ibiza to alluring Venice and Cinque Terre.

Regent Seven Seas has begun a $125 million refurbishment program to extend the Explorer’s luxury standards to all ships in Regent’s fleet. In addition, a sister ship to the Explorer will debut in 2020.

Silversea Cruises

Due for completion in April 2017, the brand’s new ultra-upscale vessel Silver Muse will launch from Monte Carlo and spend the spring and summer months around the Mediterranean. A total of 52 UNESCO World Heritage Sites will be featured in Silver Muse’s 2017 itinerary, from ancient Greek temples to historic Caribbean fortresses. The ship houses 286 suites, with a capacity of 596 guests, and will essentially be a larger, more luxurious version of the Silver Spirit, built in 2009.

Cunningham selected Silversea for Afflink’s last three incentive programs “because of their quality, ownership, the level and the class of their ships, the quality of their food and the attention to detail,” she explains. “We’ve been on either the Silver Wind or the Silver Cloud. It’s easy for us to have a group session, let’s say after breakfast in the theater area. They have private boardrooms, as well as a library where people can meet. There may be a group of top-level owners and they want to get together with a couple of owners on the membership side or the distributors side, and they may set up a table for 14 for breakfast. So they will do whatever they need to do as far as accommodating any type of meeting.” C&IT

One of the most stressful challenges for any meeting planner is dealing with safety and security. That might mean spending untold hours worrying about what could go wrong. Or it may involve dealing expeditiously with problems, or even full-fledged crises, once they occur. Considering all the possible scenarios, it’s hard to overstate the importance of solid preparation for safe meetings.

“It’s critical for meeting professionals to take security and risk management issues into consideration for events that they are planning,” says Matthew Marcial, senior director, events for Meeting Professionals International. “No matter how large or small the scale of the event, it is important for planners to communicate plans to their staff and attendees.”

In fact this type of planning may be the most vital of all the many tasks undertaken for any event.

The safety of attendees should be the No. 1 priority for meeting planners, according to Deborah Sexton, president and CEO of the Professional Convention Management Association (PCMA). “As meeting planners look ahead to an upcoming conference or event, security concerns and risk management issues must play a major role in the conversations with staff members, venue operators, hoteliers, shuttle bus companies and any other vendor involved in the experience,” she says.

“Planners should always have a plan A, B and C for security and risk management situations. Work closely with your destination and venue partners to ensure close alignment with all of the advance planning.” 
— Matthew Marcial

Every event, large or small, should be evaluated and produced with the organization’s risk management and security protocol in mind, notes Sue Heley, national account manager for Experient, a global events management company. “Proactive planning and training are necessary to protect the people, property, financial investment, information and image of the organization,” she says.

Such measures obviously make good business sense, but in a big-picture sense, they also take on an even higher level of importance.

Peter Tarlow, Ph.D., an expert on risk related to tourism and event management and president of Tourism & More based in College Station, Texas, says that taking security risks into account is both a moral and legal obligation.

“Not to take risk into consideration is in and of itself to assume a major risk,” he says.

Preparing for Any Contingency

There seems to be no end to the possible scenarios any planner might face at any given time or in any location. From something as serious as a terrorist attack to less dramatic but very real problems such as mass food poisoning, the commitment to prepare for a wide range of possibilities seems an imperative.

“Many of our members have had experiences where their advance planning has come into action,” Marcial says. “One of the common learnings is that you have to be prepared to quickly react and stay calm in any emergency situation.” He points to medical emergencies, natural disasters and active shooter scenarios as just some of the risks to address.

Sexton recalls a situation faced by colleagues at the Massachusetts Convention Center Authority the day of the 2013 Boston Marathon bombing. One of the team’s venues, the John B. Hynes Veterans Memorial Convention Center, is located half a block from where a bomb exploded.

“At the time, one meeting was in the process of moving out while another was moving in,” she recalls. “The MCCA team evacuated the building, brought in bomb-sniffing dogs and swept the entire facility to ensure the safety of everyone involved in both meetings.”

Of course no one could have anticipated this specific event. But given the reality that these and other types of risks do occur, solid contingency planning should be a key part of the overall event planning process.

“Every meeting’s safety relies on mitigating potential physical risks in the surrounding environment,” Sexton says, pointing to the host hotel, the convention center and any other venue involved in the program. “Meeting planners should work with the host city’s DMO and venue operators to understand the security procedures in each of these environments. Before selecting a venue, make sure that the security guidelines align with your organization’s security needs and expectations.”

It’s always better to be proactive rather than reactive when planning risk management for large events such as meetings and conventions, says Lee Mandel, CEO of IntraLogic Solutions, a security solutions firm in Massapequa, New York.

He points to his firm’s recent work with several clients to assist in coordination for the first 2016 presidential debate in New York. “Many surrounding businesses are concerned with security, and many systems have to be coordinated with local law enforcement,” he says. “The quantity of meetings involved concerning coordination of security is significant but is necessary for ensuring a smooth, safe event.”

Onsite Event Safety Precautions

Mandel cites the most important risks to address in planning and conducting meetings as egress points, communication methods and technology integration. “It’s important to know how to quickly move people in and out of a facility and also how to correctly communicate with local law enforcement,” he says. “It is also critical to make sure all security and communication technology is interoperable.” He notes that use of his company’s custom PSIM (Physical Security Information Management) software has helped clients tie in these many disparate systems on a temporary basis without much cost outlay.

Kerry Bannigan, cofounder of New York-based Nolcha Shows and Nolcha Events, says that planning safe meetings must include attention to access control.

“Sadly, in today’s society we have to account for weapon control,” she says. Pointing to possible situations such as someone not agreeing with topics being addressed or having a grievance with a well-known attendee, she recommends due diligence (and security background checks on attendees where necessary) to identify red flags to be addressed pre-event.

“Screening and inspections are an efficient step once onsite to also tackle any physical elements such as weapons or strange objects being brought onsite,” Bannigan says. “It’s best to eliminate any concerns where possible at the beginning.”

Heley recalls an incident where a conference attendee received a mysterious piece of mail while staying at the hotel. When it turned out the envelope contained white powder, the hotel was promptly locked down. Attendees were all moved to the ballroom, four city blocks surrounding the hotel were evacuated, the FBI was onsite immediately, and the media arrived in droves.

To come to grips with the issue, Heley coordinated a meeting to introduce the organization spokesperson, legal counsel and the authorities to one another. The hotel was instructed to make no mention of the name of her organization. Staff took a head count and security check-in of participants, and made phone calls to attendees not in the ballroom to ascertain their location and safety.

“We were able to resume our conference the next day with an adjusted agenda,” she says. “However, the lost time and distractions did not allow for a productive day.”

Considering Threats to Information and Equipment

Sexton notes that outside of physical risks, meeting planners must address potential cyber security issues.

“We live in a world where data is extremely valuable, and meeting planners deal with private attendee information including email addresses, passwords, credit card numbers and more,” she says. “With this in mind, every meeting planner needs to consider potential cyber theft issues.”

How secure is the network within the host venue and the host hotel? Is the Wi-Fi protected with a password? What steps are they taking to ensure registration kiosks can only be accessed by staff members? Does your organization have cyber insurance coverage in the event of a data breach? These are all questions that should be addressed, Sexton advises.

“Large events, meetings and conferences can be a prime target for hackers seeking to gain access to network security and personal data,” says Carl Herberger, vice president of security solutions at Radware, an international application delivery and cyber security firm with North American headquarters in Mahwah, New Jersey. “However, various precautions can be taken to improve cyber security at large events.”

Herberger says that attendees should opt to use a VPN, or virtual private network, when connecting to public Wi-Fi at conventions to protect their personal data.

“Unless you can verify that a Wi-Fi network is completely secure, you should take into consideration the possibility that software and devices might be installed on a network by hackers to monitor traffic and data transfer,” he says. “A VPN can help prevent this, and will keep your private data and traffic more secure on these networks.” If in planning an event you’re not confident of the integrity of a network, one step he recommends is advising attendees to avoid logging on in favor of alternatives such as online access through cell phone carriers.

Conference attendees also should be advised to keep Wi-Fi and Bluetooth disabled on their phones and other devices unless they are logging on to a trusted and secure network. Another strategy is to use two-factor authentication for online accounts, when available, to add a second layer of protection in preventing access to private information. Participants might also consider resetting and changing passwords after logging on to Wi-Fi at events and conferences.

While of course the safety of people is the main concern, security of equipment and other belongings also merits consideration.

Robert Siciliano, CEO of IDTheftSecurity.com, notes that tablets, laptops and other items are often vulnerable to theft, especially when conference participants leave meeting rooms for breaks. Efforts to hide them under folders or paperwork can prove fruitless.

“Many attendees and planners function under the false belief that the venue is secure and their valuable are, too, Siciliano says. “Despite what the venue staff says, you should always instruct attendees to remove valuables.”

Taking the Right Steps

“Planners should always have a plan A, B and C for security and risk management situations,” Marcial says. “Work closely with your destination and venue partners to ensure close alignment with all of the advance planning.”

Should the unexpected occur, it’s important to remain calm and be in control of the situation as much as possible while quickly putting your emergency plans into action, Marcial advises. Also work with your team to prepare and execute a post-crisis communications plan.

Sexton agrees that having a crisis management plan in place is the most critical piece. “It’s impossible to plan for every potential scenario,” she notes. “But meeting planners can make sure that in the event of a serious security issue, each member of their teams understands their responsibilities.”

Depending on the event, it may make sense to consider security measures such as additional monitoring at entrance points similar to TSA-style screening, Sexton says. She points to a recent report from UFI The Global Association of the Exhibition Industry showing that many trade show organizers are adding security measures at their events. “As more meeting planners recognize the need for enhanced physical security, we may see more of this activity at meetings, conventions and business events,” she says.

One approach is to ask yourself: What don’t I know about this location or situation? Tarlow says not knowing what the local risks are can be a major weakness. “Each situation is different, and ignorance or political correctness are the biggest risks,” he says. “The same goes for ignoring a risk and for not understanding if the risk is one of safety or of security. Assuming one locale is like another is another potential weak point.”

Contingency plans always should be developed for the “just-in-case,” Tarlow says. “Trying to develop a plan when it has not been previously considered and ignored is both difficult and dangerous. The best crisis management is good risk management. Think of the unexpected.”

Developing the right relationships can reduce the possibility of conflict, misunderstandings or delays at crucial times. “It’s important to build solid relationships way before the planning starts,” Mandel says. “I always suggest involving local authorities upfront and having continuous meetings with them in advance of the event.”

Mandel says that if a plan is in place and practiced in advance of the main event, most circumstances can be handled with simple communication and/or evacuation protocols. “Staying calm and following a clearly thought-out, mapped-out plan created ahead of time is key,” he says. “You don’t want to think from the hip when time is of the essence.”

Bannigan also advises focusing on relationships. “It’s essential that the events team establish pre-event relationships with the relevant in-house or hired security for the event to discuss accountability and security measures,” she says. That should be supplemented with a list of numbers for external safety contacts such as the police.

Good communication is always a must, Sexton agrees, adding that meeting planners must have an effective plan to ensure that every attendee understands the situation. This might include social media, mobile app updates, email, in-room TV messaging and website updates. “If you find yourself in an unexpected situation, you must be able to spread the word to attendees about what they should do, where they should be and how they can stay safe,” she says.

Heley advises establishing emergency communication systems in advance and publicizing them to event participants and organization leadership, as well as designating an onsite crisis operations center and an alternate location for such operations. It’s also advisable to determine who will serve as the organization spokesperson and provide media training. “Threat assessment measures should be communicated regularly with local law enforcement and destination representatives,” she says. “And participants should be informed about crisis prevention and response plans, including safety check-in procedures.”

If a crisis or unexpected event occurs, some basic steps are called for. “Provide calm leadership and guide participants to a safe location and begin the check-in process,” Heley advises. “Alert crisis operations centers, and follow the crisis plan to the best of your ability. And utilize help wherever it is available.” C&IT