Transcript NCRC Site/Housing Task Force Vision

REGIONAL CONFERENCE
CONCIERGE TRAINING
National Conventions/Regional Conferences
Site/Housing Task Force
Toni Ward, Chair
August 11, 2014
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Training Agenda
• Welcome
• Delta Inspiration
• NCRC Site/Housing Mission
• NCRC Site/Housing Task Force Vision & Focus
• Delta Concierge Service – What Is it?
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Training Agenda (.ctd)
• Roles of the Participants
• NCRC Task Force Members
• Concierge Team
• Concierge Expectations
• Issues That May Arise
• Frequently Asked Questions
• Q&A
• Closing Comments
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Delta Inspiration
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NCRC Site/Housing Task Force Vision
The vision of the NCRC Site Housing Task Force
is to serve as a resource and research arm of
the Sorority by recommending top-tier cities with
sufficient space and services to support national
conventions and regional conferences and
examining the feasibility of hosting national
conventions and regional conferences at
venues based on projected meeting space, hotel
room requirements, racial climate of the city and
amenities and attractions that will enhance the
attendees’ and guests’ participation and experience.
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NCRC Site/Housing Task Force Mission
The mission of the NCRC Site Housing Task
Force is to create a strong, ongoing relationship
within the hospitality industry whereby Delta
Sigma Theta Sorority, Inc. is respected as a
premier convention and conference planning
partner that leverages the best facilities, venues,
and hotel selections, as well as service provider
rates and customer service.
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NCRC Site/Housing: 2014 Focus Areas
▲ Develop 2014 Regional Concierge Team
▲ Establish Proposed Schedule to Ensure
Customer Service Coverage during Peak
Coverage Periods
▲ Solicit local sorors to fill coverage
schedule
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Delta Concierge Service
What Is “The Delta Concierge Service”?
A team of designated sorors primarily made up
of sorors from all across the Region who
work in conjunction with members of the
National Conventions/Regional Conferences
Site/Housing Task Force (a.k.a NC/RC
Site/Housing) to ensure delivery of seamless
customer service to sorors, conference
participants and guests.
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At Your Service…
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Rolling out the RED Carpet for our sorors
and guests during each 2014 Regional
Conference!
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NCRC Task Force Roles & Responsibilities
▲ Develop the Concierge team that will assist during
the 2014 regional conference cycle
▲ Serve as Concierge team liaison during regional
conference
▲ Ensure that Concierge team feels comfortable with
their responsibilities
▲ Be available in person and by phone to assist with
urgent matters and matters team does not feel
comfortable handling
▲ Develop and complete housing team report
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Delta Concierge Team….What Will You
Do?
▲ Enhance communication between the housing
properties and Delta Sigma Theta's housing
representatives
▲ Create a positive and welcoming environment at all
hotels upon check-in and departure for Delta
members and guests
▲ Help reduce lines during hotel check-in and
departure
▲ Assist Delta Dears and other special VIPs as
needed
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Delta Concierge Team….What Will You
Do?
▲ Ensure that emergency medical issues/first aid
issues are immediately addressed
▲ Notify appropriate hotel staff concerning elevator,
escalators, and security concerns
▲ Provide information to the extent possible about
local shopping, nightlife, restaurants, and other
entertainment options
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Concierge Expectations
▲ Ensure you arrive at your scheduled hotel timely and for the
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period assigned
Offer a warm welcome and smile to set the mood
Hotels may have Delta Dears and VIP only lines - please
ensure sorors are in the proper lines and assisted timely
Ensure lines are moving smoothly and sorors are carrying
their “Jewels” with them at all times
Assist with questions related to the city and to the
conference
Keep your NCRC Site/Housing Task Force Member’s
number handy - contact them with questions you are not
comfortable answering
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Issues That May Arise
▲ Getting to check in and there is no reservation or name is
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not on the reservation
Trying to get a room with double beds when the reservation
calls for a single
Having a debit card and not knowing the debit card policy
The proper way to set up your account at check in to make
sure the bill is split properly at checkout
Ensuring that all roommates names are on the room
Storage for medication and requesting refrigerators for
rooms
Not allowing roll away beds in double rooms
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Items Concierge Team Does Not
Handle
▲ Running errands outside of the hotel for guests
▲ Moving vehicles
▲ Personally carrying or storing luggage (okay to watch for a
few minutes)
▲ Anything you do not feel comfortable handling
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Issues that the NCRC Member Should
Handle
▲ Negotiating accommodations or extras for guests
▲ Where the hotel is not honoring the room types selected
▲ Where the hotel is moving guests in our room block to
another hotel
▲ Issues with hotel staff and/or management attitudes or
rudeness to guests
▲ Anytime the Concierge Team does not feel comfortable
handling an issue be it hotel related or soror related
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Frequently Asked Questions
Q: What information should the Delta Concierge
have available?
A: The Delta Concierge will provide the schedule and
locations of conference events; locations of hotel
restaurants, map of the hotel property and other
services
Q: What specific hotel policies should the Delta
Concierge have knowledge of?
A: The hotel’s check-in and checkout times; roll-away
bed policy and incidental costs for items missing
and/or removed from the hotel room
Q: Does the Delta Concierge serve specific days and
times?
A: Yes, the Delta Concierge provides coverage during
identified “peak hours”
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Frequently Asked Questions
Q: How are Delta Concierge members
selected?
A: Delta Concierge members are selected
at the discretion of the Regional Director
Q: How should the Delta Concierge
member proceed if she is unable to
resolve the soror’s issue?
A: Delta Concierge members should
contact the assigned NC/RC
Site/Housing Task Force member for
guidance and resolution
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Q&A
▲Final comments from participants
▲Closing Prayer
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NCRC Site/Housing Task Force
Committee Members
Antoinette Ward, Chair – Southern
Wanda Adams – Southwest
Deloris Drakes – Eastern
Lucille Frierson – South Atlantic
Ruth Johnson – Eastern
Rashanda Lowery – South Atlantic
Terina Matthews – Midwest
Shirley McKenzie - Eastern
Dawn Boykins Owens – Farwest
Denise Peterson – Southern
Terri Rice – Central
Terri Rivalte, National Treasurer, South Atlantic
Eugenia Vance – Southwest
Dyann Wilkerson – Southern
Tamara Young-King – Midwest
Patrea’ Logan – HQ Staff Liaison
Vida Smith – HQ Staff Liaison