The People Behind Events

I just got back from working on a Global Meeting for one of our top clients.  We spent a considerable amount of time at the hotel — both in advance of the project and of course, during the actual program dates.  We pushed the hotel hard.  As is the trend these days, our lead time was short and many details came together right at the last minute.  We really needed the hotel to deliver for us — and they did.

We like to speak directly to the wait staff at our events — and always request the opportunity to be part of the briefing the banquet manager and captains have with the staff before they go out on the floor and serve our guests.  I believe it is important for the staff to know what makes this particular special event, special. Who are they serving, why are our guests gathered in the first place, what are our particular requirements for service?  And, we want to get the staff excited about the level of service we are asking them to provide for us.  We typically end the talk with “Shine and sparkle!”

Sometimes during the pep talk I wonder what the staff really is thinking, “Why is this guy trying to pump us up, when it’s just another banquet to us?”  ”I don’t care who these people are, I just want to get through this.”  ”I know how to do my job, why are they telling me how to do it?”   I never really know what is going on in their heads, but I still hold on to the idea that bringing people together and giving them information, building excitement (and adding some humor to the talk) will have a positive impact.

After this past gala night, I thanked the captains and sat down and had a bite to eat in a corner of the ballroom as the waiters finished their strike.   I was content that all went well and watched the hotel staff scurrying to head home.   One of the waiters came over to me and asked if I was happy with the way things went.  I told him I was and thanked him for his work.  He smiled broadly and said, “We just wanted to impress you.”   His sincerity really touched me.  And, I was glad that our pre-event gathering had an impression on him.  I loved that he was so invested in the outcome of the event.

Thank you to the Embassy Suites in Cary, NC for being our partners in delivering an impressive experience to our clients. And thanks Doug (our exuberant member of the banquet team) for proving that while life is a series of events, each special event really can be made special.

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