A: TURE OR FALSE 1X5=5

1. American Society of Association Executives offers a program through which professionals can achieve the designation of Certified Meeting Manager (CMM)? False

2. workshop types of meetings is commonly held on an annual basis and usually involves a general session and supplementary smaller meetings? False

3. A contract or letter of agreement protects both the hotel and the meeting group_ in case there is a dispute over services. True

4. During peak types of occupancy periods can a hotel charge the highest prices. True

5. the houseperson(s) is service staff positions is typically directly responsible for the physical setup of all meeting and banquet rooms? True

6. the convention coordinator is service staff positions is typically responsible for servicing small meeting groups and for assisting the convention service manager(s)? True

7. Plate service types of food service is hot food sometimes served from a number of stations in the kitchen? True

8. point-of-sale terminals typically located in profit centers throughout a hotel and are typically linked to the central computer? True

9. pre-convention meeting is held to introduce key hotel personnel to group officials, to review the convention agenda, and to review details? True

10. an LCD panel is audiovisual tools is part of a special overhead projection assembly that projects a computer-generated image onto a screen? True

11. American Society of Association Executives offers a program through which professionals can achieve the designation of Certified Meeting Manager (CMM)? False

12. workshop types of meetings is commonly held on an annual basis and usually involves a general session and supplementary smaller meetings? False

13. A contract or letter of agreement protects both the hotel and the meeting group_ in case there is a dispute over services. True

14. During peak types of occupancy periods can a hotel charge the highest prices? True

15. the house person(s) is service staff positions is typically directly responsible for the physical setup of all meeting and banquet rooms? True

16. the convention coordinator is service staff positions is typically responsible for servicing small meeting groups and for assisting the convention service manager(s)? True

17. plate service types of food service is hot food sometimes served from a number of stations in the kitchen?True

18. point-of-sale terminals typically located in profit centers throughout a hotel and are typically linked to the central computer? True

19. pre-convention meeting is held to introduce key hotel personnel to group officials, to review the convention agenda, and to review details? True

20. In virtual conferencing does the speaker address the group while someone in a soundproof booth translates what the speaker has said to the attendees via wireless headsets? False

1) The Society of Motion Picture and Television Engineers and the Professional Photographers of America are examples of what kind of association?

a. trade associationsb. technical societiesc. veterans and military associationsd. educational associations

2) Which of the following types of meeting facilities was originally positioned to attract business travelers and the relocation market?

a. conference centersb. convention centersc. all-suite hotelsd. condominium resorts

3) Two types of hospitality operations that have emerged with the growth of the meetings and convention industry are the:

a. resort hotel and the all-suite hotel.b. conference center and the resort hotel.c. conference center and the economy hotel.d. Conference Center and all suite hotels.

4) The __________ of a hotel should have the most effect on who services convention groups.

a. sizeb. agec. organizationd. color

5) In which of the following elements of a letter of agreement or contract would you expect to find information on who pays charges for speakers and performers?

a. the section on the warranty of authorityb. the section on master account and credit proceduresc. the section on working spaced. the section on prior visits

6) “Any unresolved dispute related to this contractual agreement shall be initially submitted for review to the Convention Liaison Council Alternative Dispute Resolution Program, in Washington, D.C.” This statement would typically be found in which of the following sections of a letter of agreement or contract between a hotel property and a meeting planner?

a. the section on arrival patternb. the section on arbitrationc. the penalty claused. the section on termination/cancellation

7) It would be difficult for an association to book as many as five annual conventions in a single contract, mainly because:

a. association meeting planners typically serve for life.b. too many logistical details are involved.c. attendance is unpredictable, since attendance is voluntary.d. few hotels ever book meetings as much as five years in advance.

8) Hotels that consider multiple-meetings contracts must be careful. Which of the following should they keep in mind when considering these contracts?

a. The contracts should not take away a hotel's right to set prices to whatever its managers want.b. The contracts should be vague enough to allow freedom of interpretation.c. Hotel representatives should sign the multiple-meetings contracts as swiftly as possible so meeting planners won't have time to

change their minds.d. A hotel's negotiator should be reasonably sure that the hotel can make more money hosting several meetings for this group

than it would make hosting meetings at the proposed times for several different groups.

9) The Jug End's manager feels that some salespeople don't handle convention servicing adequately, but that it is important for them to be visible to the meeting planners with whom they negotiated. This manager is likely to accept which of the following options for the salesperson's role in servicing convention groups?

a. having the salesperson act as the convention service manager for each meeting he or she books.b. having the salesperson concentrate exclusively on selling, leaving all group service to the convention service manager.c. having the salesperson greet each group that he or she has booked as they arrive, having the convention service manager

service the group, and having the salesperson contact the meeting planner near the end of the meeting to try to sell another meeting.

d. any of the above

10) Some meeting planners want to be assured that the salesperson's promises can be fulfilled by the hotel at which they are considering meeting. For such a meeting planner, it may be best to have the convention service manager assume the role of primary hotel contact person:

a. during the site inspection.b. Just before the meeting contract is to be signed.c. when the planner's group arrives at the property.d. immediately after the point of sale.

11) Oswald is the catering manager at a small property. Today he's spending time on the phone soliciting banquet business. He makes entries in the function book himself and contacts the sales department to tell them about meetings he books. Oswald is serving as a __________ as well as the catering manager.

a. housepersonb. convention service managerc. controllerd. housekeeping supervisor

12) Most resumes for three-day meetings are 8 to 12 pages long. The resume should be long enough to:

a. include all the details of the meeting.b. include the names of all attendees.c. make a two-hour pre-convention meeting necessary.d. impress meeting planners.

13) "Resume," "master prospectus," and "convention summary" are all alternate names for the:

a. banquet event order.b. convention brochure.c. specification sheet.d. post-convention meeting agenda.

14) Which of the following statements about convention service managers is true?

a. The convention service manager is typically a part-time employee.b. The convention service manager is typically a member of the meeting planning staff of an association or corporation.c. The convention service manager's work usually requires long hours.d. The convention service manager rarely receives gratuities or gifts from meeting planners.

15) If the wrap-up meeting of a convention is a luncheon, the host property typically does which of the following?

a. returns all attendees' room depositsb. provides special early check-out servicec. provides special late check-out serviced. makes the beverages for the meal complimentary

16) Problems may arise when group members get too informal when making guestroom reservations for their group meetings. Two examples of informal ways for a group's members to reserve guestrooms at a property are by:

a. faxing a standard reservation form and by sending an email message.b. calling in their reservation on a toll-free line and by sending an email message.c. faxing a standard reservation form and by returning a postal reply card.d. signing up on their group's rooming list and by returning a postal reply card.

17) The National Association of Procrastination is well-known for its sporadic, unpredictable meeting attendance. Which of the following methods is the professional meeting planner for the group LEAST likely to use when requesting guestroom reservations at the host hotel?

a. postal reply cardsb. a city housing bureauc. a rooming listd. a toll-free reservation phone line

18) A salesperson's job depends on the impression his or her property makes on a group's decision-makers when a meeting is booked at the property. At some properties, therefore, the sales department is responsible for making sure the group's decision-makers:

a. get the best rooms and VIP treatment.b. know about the rate structures the hotel has in place.c. are aware of the hotel's confirmation dates.d. are aware that hotel staff know the group's arrival and departure pattern.

19) Swimming pool areas can be used as space for cocktail parties. This fact is an illustration of which of the following?

a. Only rooms with formal decor should be used as function rooms.b. According to law, a licensed lifeguard must be present at all poolside cocktail parties.c. Unless meeting planners are advised otherwise, they will work with only exhibit halls, banquet rooms, and conference rooms when

planning functions.d. Some areas that are not traditionally thought of as function rooms can serve as function rooms.

20) Some meeting programs get designed with so little time between events that it is impossible to provide good service in the time promised. All of the following are typical causes of this problem except:

a. the salesperson's desire to challenge the convention service staff to a higher speed of service.b. the meeting planner's desire to make the meeting worthwhile.c. the property's failure to communicate how much time it takes to set up and break down meeting rooms.d. the eagerness of a salesperson to promise anything to keep business.

21) The Professional Convention Management Association developed its meeting space certification program mainly to address which of the following?

a. miscommunication about the sizes of meeting roomsb. the problem of no-showsc. security concerns of corporate meeting groupsd. the frustrations of last-minute changes by meeting planners

22) Which of the following statements about changing tastes in lunch and dinner menus is false?

a. Lunches and dinners have become less formal.b. Fresh vegetables and low-calorie dressings promote sleepiness in meeting attendees.c. Poultry, fish, veal, and lean pork entrees, grilled rather than fried, are popular with fitness-conscious attendees.d. Lunch and dinner menus have changed less drastically than breakfast menus in response to the desire for healthier food.

23) Meeting planners often plan large meetings a year or more in advance. They like to include prices of food functions for large meetings in the letter of agreement or contract with hospitality properties mainly because:

a. properties give significant discounts depending on how far in advance the meeting planners book.b. properties typically make beverages complimentary when groups book more than a year in advance.c. doing so makes budget projections so much easier.d. doing so gives group members who plan to attend a sense of anticipation.

24) Julia is a hotel salesperson who has been on the phone all morning. A meeting planner who has just finished negotiating about a three-day convention that will take place three years from the present date wants to book an awards banquet that will take place two weeks after the convention. If Julia's hotel is typical, which of the following should Julia do?

a. Tell the meeting planner that the hotel cannot book banquets as much as three years in advance.b. Tell the meeting planner that the hotel can book the banquet, but that it cannot guarantee any price it may quote her until

the time for it is much closer.c. Tell the meeting planner that the hotel can book the banquet and that it can guarantee the price it quotes her for the function.d. none of the above

25) The person who uses outside suppliers of audiovisual equipment and services should know how the room in which such equipment will be used will be set up. This is one reason that a convention service manager:

a. receives a commission from some suppliers when he or she chooses those suppliers over the competition.b. orders audiovisual equipment him- or herself.c. asks the salesperson in charge of the account involved to order audiovisual equipment.d. asks the meeting planner to order such equipment.

26) Meeting attendees are usually given packets that include information about the meeting, the property, and outside activities. Which of the following items should an attendee be most surprised to find in his or her packet?

a. a copy of the letter of agreement between the property and the meeting groupb. a list of scheduled events for the meetingc. coupon tickets for all functionsd. information about speakers and entertainers

27) Meeting attendees are usually given packets that include information about the meeting, the property, and outside activities. Which of the following is the most popular method of distributing these packets?

a. leaving the packets inside guestroomsb. handing the packets out at the convention desk independently of guestroom registrationc. mailing the packets to attendees before the meetingd. handing the packets out at the front desk when guestroom registration takes place

28) Badges are often color-coded to sort out the different categories of registrants. Such a system could help people in all of the following ways except:

a. enforcing seating policies in large function rooms.b. helping exhibitors distinguish potential buyers from fellow suppliers.c. determining the attendance at an event for billing purposes.d. distinguishing association attendees from corporate attendees.

29) Comparing exhibits held in conjunction with conventions with those held as part of a trade show, which of the following statements about hotel revenue from each of these types of exhibits is true?

a. Hotels can generally charge more for exhibits that are part of trade shows than they can for exhibits that are part of conventions.

b. Hotels can generally charge more for exhibits that are part of conventions than they can for exhibits that are part of trade shows.c. Hotels generally charge the same for exhibits that are part of trade shows and exhibits that are part of conventions.d. A hotel will always charge a group for exhibit space when the group books guestrooms with the hotel.

30) Drayage companies play an essential role in the flow of exhibit material. They typically are located:

a. in areas where real estate is less expensive and zoning allows large warehousing operations.b. as close as physically possible to the companies that often exhibit at shows.c. in downtown areas where they can be highly visible.d. as close as physically possible to the exhibit sites they are trying to service.

31) Considering function room revenue, guestroom revenue, and all other revenue, in which of the following exhibit situations does the host property get the worst deal?

a. when the host property charges a meeting group a flat fee for exhibit space and the exhibit hall is 65 percent fullb. when the host property charges a meeting group a per-booth charge for exhibit space and the exhibit hall is 65 percent fullc. when the host property charges a meeting group a flat fee for exhibit space and the exhibit hall is sold outd. when the host property charges a meeting group a per-booth charge for exhibit space and the exhibit hall is 80 percent full

32) All the following positions are likely to be expected at a pre-convention meeting for a large convention with a number of banquets, meetings, and complex setups except:

a. a representative from security.b. the property's general manager.c. the director of exhibit services.d. the executive housekeeper.

33) Maria, a corporate training director, is planning a series of small group meetings to focus on enhancing supervisory skills of managers. These types of meetings are best described as:

a. symposiums.

b. conferences.c. workshops.d. conventions.

34) In the conventions and meetings industry, all of the following are categorized as nonprofit organizations except:

a. government agencies.b. labor unions.c. corporations.d. SMERF groups.

35) “The CIA and the person signing this Agreement on its behalf represent and warrant that the undersigned person is an authorized and appointed agent of the CIA who is fully empowered to bind the CIA to all provisions contained in the agreement and that no further action is required the CIA's part to enter into this agreement.” This statement would typically be found in which of the following sections of a letter of agreement or contract between a hotel property and a meeting planner?

a. the warranty of authorityb. the section on registration controlc. the section on arbitrationd. the attrition clause

36) Which of the following statements about contract standardization is true?

a. Standardized contracts increase the amount of time meeting planners spend looking over proposed agreements.b. Standardized contracts are criticized by some meeting planners who feel that every event is unique.c. Standardized contracts are most often used for large meetings due to the longer lead time these are usually given.d. The U.S. Department of Energy was the first organization to use standardized contracts to plan meetings with hotels.

37) A common debate in convention management centers on the question "How and when should meeting planners be turned over to the individual within the hotel who will have charge of coordinating their conference?" For large and complex conventions in particular, convention service managers should assume the role of primary hotel contact person:

a. ten minutes before the point of sale.b. immediately after the point of sale.c. before the meeting planner is sure he or she wants to book the meeting at the hotel.d. two months before the meeting.

38) The role of convention service manager (CSM) is an important one in the meetings industry. "Tracing" is what a convention service manager does to:

a. keep track of the location of the salesperson who sold the meeting so the CSM can contact him or her if anything goes wrong with the meeting planner.

b. learn what the meeting planner thinks of the CSM's performance without having to ask the meeting planner about it.c. build a relationship of trust and cooperation with the meeting planner.d. all of the above

39) A certain small group books a meeting at a hotel that will be held in the third week of October--a period of traditionally high occupancy for the hotel. Which rate did this group most likely receive?

a. a run-of-the-house rateb. a spread ratec. a discounted rated. the rack rate

40) Which of the following statements about the relationship between the no-show problem and the overbooking problem is true?

a. A group for which no-shows are a problem rarely overbooks rooms.b. A group for which no-shows are rare often overbooks rooms.c. Overbooking is the responsibility of the convention attendee, but no-shows are not.d. Overbooking is the responsibility of the property, but no-shows are not.

1. Summarize factors in the decision about which audiovisual requirements to service in-house and which to outsource

Many managers prefer to use a local AV service organization rather than cope with this area in-house. This is because The hotel lacks adequate storage space Equipment is used so infrequently that investment in piece cannot be justified The call for certain equipment, such as video projectors, is so heavy that it is not feasible for a hotel to inventory so many pieces.

When an outside firm is used, many convention service managers prefer to order the equipment themselves rather than have the corporation or association do it. There are three reasons for this:

1. They are assured that the equipment will arrive in plenty of time to set it up2. They can determine how large to set the stage, since he screen is often placed of a raised platform. 3. Not so admirable, reason is that AV companies often pay a commission to hotels that book them instead of competition.

An outside company offers the hotel’s client a specialist with a full staff and inventory of equipment. An expert staff can be relied upon to maintain the equipment and to handle any one scene malfunctions. That person would assist in planning, setup, operation and service.

This is sound thinking when the hotel is in an area with good service companies. But in the more remote resort areas, the nearest AV dealer may be some distance away. If that is the case, last minute malfunctions or additional needs can constitute a server problem. Large convention often contract with AV service companies that will go anywhere to handle convention. The fees they charge are usually a small price for the convention organization to pay for a smooth AV presentation.

Several hotels now contract with an AV company to set up an office at the hotel and store equipment there. Referred to as in house contractors, these AV firms are often provided space rent free, but are required to pay a commission to the hotel when meeting planners’ contract for AV equipment. Bauer audiovisual inc. provides in house services at 80 hotels. These AV firms know the facility and what will and will not work in each meeting room. Last minute needs can be met quickly from the on side storage of AV equipment. In house companies provide connivance. In house companies provide convenient, consolidate billing for the planners.

The first need is to coordinate service. Another is to identify hotel equipment permanently to facilitate sorting equipment after ward. Decal or permanent stencil imprints in paints can be used to label or identify equipments. Many properties with in house audiovisual departments use bar coding to deal both with inventory equipment and to facilitate billing. Each type of equipment is labeled with its own bar code that can be scanned to generate reports as to where and how much is used, charge can be instantly calculated and posted to the client’s account.

Sound System:

The sound system is a kind of AV system that most hotels own. A supply of microphone stand, amplifiers and speakers is the first purchased by a hotel staff. Top quality amplifier system is a must. Speakers should be distributed so that there are not “dead spots” in sound. When sound system is sued with projection equipment they should be located in the same area as the screen.

2. Brief the scope of exhibits and trade shows, and identify types of exhibits

The exhibit is a very important part of convention business. It is a key element in most trade conventions, with over 80 percent including an exhibition in their annual meeting, and a very important part of technical, scientific and profession conferences as well. Associations see exhibits both as a way to attract attendance and as a very essential revenue producer.

Exhibitors, in turn, consider exhibitions as unique opportunities to market their products. There is no other way they could reach so many buyers so quickly, and face to face. Most of the attendees present at the show are decision makers; so much effort is put into exhibits as marketing tools.

Exhibits and trade shows are a lucrative and fast growing segment of today’s convention and meetings market. Growing at an annual rate of over four percent, an increasing number of companies are taking advantage of this excellent marketing opportunity, and some trade shows are becoming major international events.

The association makes a profit from exhibits by charging exhibitors for booth space. Exhibits also offer association a cash flow, which helps finance the convention planning. The exhibitor’s reservation for booth space is usually accompanied by check for half the cost of the space. The rest is sent in later but still in advance of the convention.

There are three basic types of exhibits a table top exhibit, that is often used when there are few exhibitors or space is limited; an area exhibit, in which the exhibitor is assigned a specific floor space for displaying large, tall equipment or two tier displays; and a booth exhibit, which usually contracted with either pipe or drape or hard wall.

Trade shows provide a forum at which companies can exhibit their products and services to convention attendees. They are essentially, a “live” marketing event, with about sixty percent of today’s trade shows held in conjunction with an association convention and forty percent sponsored by independent corporations. No matter how an exhibit is managed, if your property plays host to such an event you will be working with a number of different people including:

Trade Show managers Exhibition service contractors Exhibitors

Tabletop displays. Usually a small metal frame work which can easily collapse (much like a backpacking tent frame) into a small carrying case, with graphic panels that attach to the frame work via mechanical fasteners, magnets, or Velcro. These displays are typically very easy to set up, and require little to no onsite support labour. As the name implies, they are designed to be set on top of a table, one usually supplied by the show contractor. As with pipe and drape, this table is often provided as part of the price of renting the exhibit space.

Portable Hybrid Displays.Portable hybrids [5] are an alternative to traditional portables and offer several advantages to companies seeking either to downsize from an island display or step up from a traditional portable. Hybrids, by their very nature, are easily customizable since they are designed using aluminum extrusion, tension fabric, and modular components. Are they custom exhibits?No, but not every show or every budget requires a custom exhibit.

Custom Exhibits. These rental or purchase exhibits are fabricated from a variety of materials, based upon the design and needs of the exhibitor. These exhibits often incorporate hard wall panels to create rooms and separated spaces, stages, large metal structures, display and workstations, and other display components. Custom exhibits cannot normally be set up by the exhibitor without utilizing the services of an onsite labor source (show general contractor, or a labour contractor approved through show management).

Trade show displays vary in size. While tabletop displays can be smaller than an average table or desk, some custom exhibits may be larger than a typical city block.

The typical booth size in North America is 10ft x 10ft.

Exhibitors can typically rent space in multiples of the standard 10ft by 10ft space (renting two 10ft x 10ft spaces that are beside each other would form a 10ft x 20ft space, and renting four 10ft x 10ft spaces in a square would form a 20ft x 20ft exhibit space).In Europe, and Asia, exhibit spaces are typically done in 1m increments, with the smallest typically being 3m x 3m.In either case, a "show floor" is "made" by arranging the various exhibitors based Jupon their spatial requests. Regardless of  geography, the rental realities dictate that all displays on a trade show floor will fall into one of several configurations:· Linear Booth. (“Also called “In-Line Booth”) an exhibit space with exhibit booths on either side and/or back.”· Peninsula Exhibit. “A peninsula is an exhibit or area with aisles on three sides. A Peninsula Booth is 20’x20’ or larger. · Split-Island Exhibit. “A Split Island Booth is a Peninsula Booth which shares a common back wall with another Peninsula Booth.” Island Exhibit. “An Island Exhibit is any booth exposed to aisles on all four sides. An Island Booth is virtually always 20’ x 20’ or larger

3. Brief the ways in which meeting attendees make reservations at the hotel that will host their meeting.

The way in which meeting attendance make reservations at the hotel that will host their meeting are:- Postal or fax reply cards. Toll – free number. Making reservations on the hotel’s Internet site. Room lists. Convention center housing bureaus. Third – party housing companies. Tally sheets.

1. Postal or fax response cardsThe usual agreement calls for the meeting planner to mail reservation forms to his or her membership along with promotional material about the

meeting. These reply cards are sent in bulk to convention group’s headquarters. Convention headquarters then sends its promotional material and the cards to its membership from its mailing list. Attendees appreciate the ease of faxing, while hotels are more likely to get as immediate responses; there is no need to wait for the mail.

2. Toll-free Telephone numbersMany convention delegates opt to use the property’s toll-free numbers to make their reservations. If this case, they should be notified

beforehand that they must indicate that they are attending the convention when making their reservations. Another alternative is toll-free number for the groups use or to have the groups delegates ask for a specific operation when making a reservation.

3. Hotel internet site reservationIt’s prominent way for convention groups to make hotel reservations. Most major chains and a number of independent properties have created

individual web sites that provide specific convention information and group rates.

4. Rooming ListsThe meeting planners prepare the rooming list from the reservation received and send it to the hotel prior to the cutoff date. And the front office

assigns attendees rooms from the black that is committed to the group and preregisters attendees. Room lists are used by corporate accounts and incentive travel groups.

5. Convention Center Housing BureausWhen several hotels are used, the convention is commonly called citywide and the reservations are handled by a convention center housing

bureau. CVB’s are offering housing system online to eliminate problems like busy phone lines, delay reservations confirmation.

6. Third-party Housing CompaniesThird-party housing providers, private firms that typically use high technology to make housing arrangements for groups, are often by large

organizations that utilize several hotels for city-ride conventions. Planners are using third-party housing companies and also CVB’s have recognized the cost saving of using third-party companies.

7. Tally Sheets Tally sheets are sheets of a breakdown of precise types of rooms needed. From tally sheet, hotel’s reservation department sends out reservation confirmations from by hotel is must.

4. Brief the duties and responsibilities of a convention service manager.

The duties and responsibilities of convention service manager are as follows:

Duties1) They are the people who will assist with coordinating details and services at the meeting site.2) They are responsible for helping the meeting manager plan and conduct a successful meeting.3) They take on the role of an extension of the meeting staff in the host city.

4) They are responsible ensuring that all contractual agreement between the CVB (conventions and visitors bureau) and the organizations are fulfilled.

5) They must have ability to work throughout the community, rather than be limited to one facility.

Responsibilities: 1) They are responsible for assisting with the event contract, representing each party’s need and ensuring that both the hotel and the

organization meet their obligation.2) They determine appropriate actions and follow through to meet the terms of the agreement.3) They handle all the logistic (including catering) with a separate catering manager assigned to handle food and beverage needs.4) They are responsible for the delivery of a successful event.

5. Describe registration and types of admission systems used for meetings, and summarize exhibit security issues.

Convention registration is different than the room registration. In convention registration process, delegates, receive packets outlining the convention program and pay their registration fees to the convention’s sponsoring organization. In most cases, a convention registration desk is set up away from the room registration area. The convention registration is a hospitality function, as well as a control function. The hotel’s convention service manager has little control over convention registration.

The facility’s convention service manager must be perceptive about the traffic flow and layout of this area and understand the problems that the meeting planner might face. Poorly trained registration help, a shortage of supplies, such as badges, computers or printers, and inadequate directional signs that lead to traffic bottlenecks are just a few of the potential problems.

The registration area is generally broken into three areas: the packet pickup area, where the delegate receives the convention agenda; an area for the actual registration, where money changes hands and the delegate is given a badge; and an area where information and literature about tours and special services is available.

The hotel should also provide the meeting planner with material for inclusion in the convention packet distributed to each attendee. These items may include such information as:

The hotel facilities available to the guest The times the hospitality suites and restaurants are open, and their locations Procedures for handling hotel bills and check-out Special favors, such as notebooks and pens with the hotel’s logo

The second are in the registration process, the point where the actual registration takes place, is handled almost exclusively by the meeting planner. Normally, three or four secretaries required for large groups. Many cities provide secretaries free of charge through their convention bureaus; at other times, the hotel may be requested to find registration help, or the association may bring its own.

The types of admission systems used for meetings are as follows:

Controlled admissionAdmission often is limited to people with particular jobs or professions. People are screened at a central registration desk, fees are collected,

and some sort of credential, usually a badge, is presented. The registrant’s name and affiliation are typed, printed, or written on the badge, which then is usually placed in a plastic holder of some kind. The most popular choice with meeting planners is badges that are slipped into a plastic case and hung around the neck on a lanyard.

A more sophisticated type of badge is a plastic card embossed with the registrant’s name and address, similar to a charge card. Exhibitors’ are supplied with “lead retrieval” devices that scan the badges of the attendees. At the end of the show, the exhibitors return the machine to the lead retrieval company and receive a printout of all the attendees who visited the booth.More sophisticated systems include bar coded badges, which can be used not only for on-site registration to identify guests, but also for billing purposes.

The convention service manager should be able to supply the names of local companies that stock different kinds of badges. However, it is generally not the hotel’s responsibility to supply badges. This is the job of the convening organization. The badge- directory could be put into a suit coat pocket. The top of the badge provided space for the delegate’s name and organization, and the bottom had the directory of the hotel’s services. Badges are often color-coded to sort out the different categories of registrants. In some cases, all the color-coding helps the security guards police this policy. Color-coding also helps the exhibitors’ recognize prospective customers.

Ticket arrangements Tickets provide a simple way of representing evidence on which to base charges.

If the admission is to be by ticket, a small table or two, with chairs, is set up to handle the transactions, the table is especially needed if t tickets may be purchased at the door and not merely presented. Sometimes tickets or badges are to be claimed at such a table. If you expect a crowd, you’ll need several table stations. It is easier to bring up the subject and discuss it in advance than to scramble for tables and chairs at the last minute.

Waiters can collect tickets at a sit-down meal, while a hotel employee can collect tickets at the door for a buffet. It is worth repeating that a person on the convention staff should be at the door, too, to troubleshoot and to identify and greet VIPs.

Tickets are often sold in advance by convention organizers. The associations make money from such functions in many ways. The price they charge might be more then they pay the hotel. In, addition, not every ticket is used and no refunds are made. This happens especially when the convention sells a package of tickets for all the meals of the event at a flat fee.The simplest way is for the convention executive to have tickets to supply when he or she sees fit to do so. Many companies sponsor food functions as a way of helping an organization and to promote their image within that industry. And an authorized person should be designated to verify counts. Payment arrangements should be spelled out.

Exhibit securityConventions accompanied by exhibitors pose a number of potential problems that can be both embarrassing and costly to a hotel.

Communication is needed between the convention service manager and the person responsible for security. When exhibitors are involved, the hotel’s security force may have to be beefed up with outside help. The extra cost should be figured into the selling price and absorbed by the organizing group.

Security in the modern hotel is becoming a more complex problem. There are four critical periods involved in security: move-in; open show hours; closed show hours; and move-out. Each is different. Move-in and move-out periods are the most critical times because of the many transitory, poorly identified persons who have access to exhibits and displays. People have been known to take anything from calculators to operating tables. Security personnel must be wary of anyone who looks suspicious.

During the show or exhibit, much of the responsibility for guarding the booths falls on the exhibitors themselves rather than the security guards; this is especially true of large conventions, where it is just not feasible to have a security guard at each exhibit. Exhibitors who decide to leave their booths for any period of time should have replacements so the booths are never left unattended.

Exhibits are also very vulnerable to theft during the evening when exhibitors are gone. Exhibitors often leave in a hurry to join the merriment without putting expensive exhibits in the security rooms, if they are available.

Electronic surveillance is a new feature of hotel security systems. Burglar alarms and closed-circuit television are used now, but not to the extent that people might believe. Certainly there is going to be better control with such equipment, but there will be a greater expense, which the organizing group will have to bear. Thus many conventions will decide not to use such surveillance because of their tight budgets.

6. Explain how hospitality properties handle billing for conventions and meetings.

Convention Billing

Folio: A folio is a collection of charges incurred by an individual or an organization. There are three types of folios to which charges are posted;

Master Account Folio: In this folio charges are paid entirely by the sponsoring organization. All transaction is made upon only to sponsoring organization.

Individual Guest Folio: In this folio charges are paid entirely by individual. According to the consumption to the individual each of them will charge accordingly.

Split Folio: In this folio charges are partially paid by the sponsoring organization and rest of remaining balance is cleared by an individual guests.

Rates and charges bulletin: It communicates to the convention attendees the specific rates of rooms, meals, incidental charges and billing procedures as agreed to by the convening group and the Hotel. The bulletin is sent to the convention attendees one month prior to the convention date. Use of this communication bulletin reduces disputes and speeds guest check out.

Time of payment: It can vary a great deal, depending upon a policy of Hotel. Master accounts can add up to a considerable amount of money. Desire to accelerate time of payment and to ease the

hotel’s cash flow. In usual practice payment done when contract is signed, pre payment at an agreed date and final payment. Hotels have been known to be flexible about payments, depending on what they know about the client. Many meeting planners insist on talking with someone from the hotel’s accounting department before the convention

begins. Guest credit:

Needs to analyze which credit is to accept by the hotel. Mostly national and international card are accepted in Hotels. The extension of credit directly to the guest is more of a risk. The hotel should also state its policy about chasing checks for guest. A maximum limit, if any, should be indicated.

Tips and gratuities Tips and gratuities are generally accepted part of convention costs. They are covered in all sales proposals and later in the letter of agreement. Gratuity is a voluntary gift given foe excellent service. A service charge is a fixed, mandatory amount given to service personnel. Gratuities and service charges can be categorized into four distinct groupings:

For hotel personnel, like bell boy, food servers, house keeper, door attendants For group function and banquets, bill added to the check. Blanket service charges, added to room charge and delegates are non encumbered with further tipping. Special gratuities given to management personnel, like convention service manager, banquet manager and head

house person.

7. Briefly describe the various types of meetings hosted by the convention and meetings industry.

Convention and meeting industry has always facilitated the people in many ways, the various types of meeting hosted by the convention and meeting industry are as follows:

a. Convention: They don’t have guest rooms, but are connected to or within walking distance of a large hotel. They are usually feasible for only large conventions. Convention space is booked through the convention center sales department or local convention bureau sales staff.

b. Conference: A facility that provide a dedicated environment for events, especially small events. May be certified by the International Association of conference centers.

c. Congress: This is the meeting held like an assembly or in parliament type we the members of different parties sits and discuss the agendas.

d. Forum: It is the meeting held by same category of people and this type of meeting are mainly done in the round-table were the debate about the agendas are done.

e. Symposium: It is the seminar done to meet certain objectives.

f. Lecture: Lecture is certain type of talk where some of the renowned person with knowledge presents their view in front of the mass. Where few people will speak and most of the people will listen.

g. Work- shop: It is the type of meeting where live performance or the activities are done. It gives the broad knowledge about the product and its specialty.

h. Panel: This type of meeting where certain group of people will get to gather for meeting.

8. Outline the format and uses of the resume (specification sheet) prepared by the convention service manager.

9. Describe function rooms and how they are managed.

10. Identify different types of food service and service-related issues related to food functions.

Food functions are categories into followings

1. Breakfasts; 2. luncheons; 3. Dinners4. Dinners with entertainment and/or dancing; 5. Refreshment breaks;6. Receptions;7. Buffets and continuous hospitality setups in suites, meeting rooms, halls ,exhibit halls

Breakfast is the first meal of the day. The word is a compound of "break" and "fast," referring to the conclusion of fasting since the previous day's last meal, hence "breaking the fast". Breakfast meals vary widely in different cultures around the world but often include a carbohydrate such as cereal or rice, fruit and/or vegetable, protein, sometimes a dairy product, and a drink. Nutritional experts have referred to breakfast as the most important meal of the day. This is based on studies of the large numbers of people in the West who skip breakfast, to adverse effect on their concentration, metabolism and weight. The normal time for breakfast is 8 o’clock to 11.It is mainly famous for meeting.

Luncheon , commonly abbreviated to Lunch, is a midday meal. In English-speaking countries during the eighteenth century what was originally called "dinner"— a word still sometimes used to mean a noontime meal in the UK, and in parts of Canada and the United States — was moved by stages later in the day and came in the course of the nineteenth century to be eaten at night, replacing the light meal called supper, which was delayed by the upper class to midnight. The normal time for lunch is 11 o’clock to 2 o’clock.

Dinner is the name of the main meal of the day. Depending upon region and/or social class, it may be the second or third meal of the day. Originally, it referred to the first meal of the day, eaten about noon, and is still occasionally used in this fashion if it refers to a large or main meal. The normal time for dinner is 7 o’clock to nine. The verity may differ according to country, culture and their food habits. However it plays vital role in function. Many function are organized by following dinner

Dinner with entertain and dancing: Now this concept is being increasing. Many people entertain or dancing functions with having dinner. Dinner may include any time of food as per the request of organizer.

Reception: It refers to party. Party could be of any type. It can be organize with targeting any kind of function, festival and anything. for example birthday party, marriage ceremony, get together or of any types. As per the wish of organizer alcoholic beverage may or may not be serve.

Refreshment breaks: There are two refreshment breaks on each day of the conference. In addition to tea and coffee, soft drinks are served together with snacks such as cookies and fruit etc. Conference attendees often linger over a drink and a snack for discussions during and after these breaks. Mainly for refreshment beaks tea, coffee or some mocktail are serving and little snacks are also serving like cookies.

Buffets and continuous hospitality setups in suites, meeting rooms, halls, exhibit halls: Buffet is one of the famous service styles. Guest can have their food themselves with choice of selection. Like at the meeting for breakfast they take cookies, tea e.t.c themselves. Like as lunch or dinner can also be buffet.

Use function sheet for each event

Themed and special events: Uniqueness and stranger things are liked by people. So themes and special events helps for customer satisfaction and it enhance the reputation of the hotel.Menu is focal point: we must focus on menu. Menu could be designed with the theme, decoration. While planning the menu we can target the group of people, their likeness and culture. We must have to focus on healthier food. It is true that food represents the value of functionOff-premises catering: location helps determine menu and method of food . Off-premise catering is serving food at a location away from the caterer’s food production facility. One example of a food production facility is a freestanding commissary, which is a kitchen facility used exclusively for the preparation of foods to be served at other locations. Other examples of production facilities include, but are not limited to, hotel, restaurant, and club kitchens. In most cases there is no existing kitchen facility at the location where the food is served. Caterers provide single-event foodservice, but not all caterers are created equal.They generally fall into one of three categories:Party food caterers supply only the food for an event. They drop off cold foods and leave any last-minute preparation, plus service and cleanup, to others.Hot buffet caterers provide hot foods that are delivered from their commissaries in insulated containers. They sometimes provide serving personnel at an additional charge.Full-service caterers not only provide food, but frequently cook it to order on-site. They also provide service personnel at the event, plus all the necessary food-related equipment—china, glassware, flatware, tables and chairs, tents, and so forth. They can arrange for other services, like décor and music, as well. In short, a full-service caterer can plan an entire event, not just the food for it.

Preparation; Preparation of food can be expensive.

Changing tastes: With the changing culture of food is growing on. Many people want to taste different food. So as the growing food industry we must focus on customers need and have to focus on their choice. The food with good hygiene and healthier food have to be served to increase satisfaction.

Healthier foods: As the growing food culture the demand for healthier food has been increasing. For this we have to focus on following factors.

1. Low in calories, fat, and cholesterol;

2. High in fiber and nutrition3. Breakfast foods have changed a lot (low calories; lighter, more health conscious food

Smoking/no-smoking areas have to be separate and guest needed to be escort to table as per their smoking habits.

What are the types of food service?

Type of food service can categorized in to many ways and there are number of service style1. American/platted service: This is a type of service in which foods are served on guest’s plate. Food is already prepared on kitchen and portion

on plate. Service is done from right hand and clearance also done from right and side.

2. Russian service: This is a type of service in which served from platters onto guest’s plate. This service is impressive but requires more waiter and kitchen staff. Limited to small and VIP functions, as it can require more wait staff. Waiter displays food items on a platter and letting them serve themselves.

3. French service: is a type of service in which food prepared tableside on cart or gueridon there requires space for carts. The guest can see the food preparation and they can order the food whatever they want. Flambé can done and the guest attracts in this type of service.

4. Pre-set service: It is a type of service in which first course is placed on tables when guests arrive

5. English/family: This is a type of service in which food is brought to table on platters/trays or in bowls. guests serve themselves. Service is done from left hand side and clearance is done from right hand side.

6. Buffet service: This is a type of service in which guests serve themselves from an array of choices. Small number of server can handle it.

À la carte catering: guests have choice of entrées. According to guest’s ordered food is prepared and served to the guest’s table

11. Outline the types of audiovisual equipment and their uses.

Sound System:

The sound system is a kind of AV system that most hotels own. A supply of microphone stand, amplifiers and speakers is the first purchased by a hotel staff. Top quality amplifier system is a must. Speakers should be distributed so that there are not “dead spots” in sound. When sound system is sued with projection equipment they should be located in the same area as the screen.

Lighting:

It should be handled by a specialist; if the hotel has the permanent stage a professional service company should equip it for versatile lighting. But most often, platforms are temporary and lights must be furnished on stands. If platforms are always placed in the same position in a certain rooms a permanent lighting booth may be constructed and equipped. Even smaller rooms need skilful light placement to improve visibility of equipment. Some of the basic types of lighting include profile spots, follow spots, floodlights and special effects lighting. Profile sports are also known as ellipsoidal spots or likes and are ceiling mounted with a range from 500 to 1000 watts. Employing a halogen lamp, they are used to light lecterns, sings and the area of the stage nearest the audience to project background light patterns, Profile spot can also project gobo patterns, pre cut designs that fit over the projected light to form light shapes such as company logo.

Follow spot are cannon-shaped, movable lighting devices that are usually located rear of the auditorium. They are used to highlight and follow the speaker or performer and require the services of a technician to ensure this added visibility is maintained. These light brilliant and may also be sued with color filters for a variety of effects.

Screens:

Larger one must be tailor made for the large room especially those hamered by a low ceiling, there are serval formula used to determining seating capacity and screen placement the two most commonly used are the five feet rule and the one by six rule.

The five feet rule states that the minimum distance from the bottom of the screen to the floor is five feet while the average height of a seated person is four feet, six inches therefore to view the screen clearly, the bottom of the screen must be a minimum of five feet of the floor.

The position of the screen is determined by which is more important in the presentation speaker or the information on the screen. If the speaker is conducting training, the screen should be centered and the speaker should stand or sit off to the side.

If the presenter is a motivational speaker or a special guest, he or she should be the focal point and the screen should be placed off to the side.

Placing the screen in a corner is usually reserved as a space saving measure when rear screen projection is used.

There are many types of screen available. The most popular of the largest screen is the fast fold, available in sizes up to 30 feet high. The screen comes with adjustable legs to vary the height of placement off the floor. Tripod screens which come in metal tubes like the wall screen, and mounted permanently on folding tripod stands so that they can be placed anywhere. Light portable, versatile, and inexpensive; they are extremely useful in smaller meetings.

There is variety of screen fabric in use today. A favorite is glass beaded which offers great brilliance. As their name implies, the surface of these screens are covered with tiny glass beads that reflect a bright image back toward the audience. A disadvantage of these types of screen is that they have a narrow viewing angle. Smooth white matter surface screens offer consistent brilliance from a whide angle, which is important in small rooms where some seats may be at a sharp angle to the screen and the mostly viewer seats from the screen should be no more than 60 feet and the closest seat no closer than 10 feet.

Some of the several guidelines also apply to ensure maximum visibility. First the distance from the projector to the screen should be at least 1.5 times the width of the screen. Second the projection platform must elevate the projector to at least the bottom of the screen. Third, the projection platform should be placed at 90-degree angle to the screen.

Projectors

Overhead projectors: This industry workhourse is still requested by is being rapidly replaced by the LCD (liquid crystal display; considered an overhead projector). It can be mounted on the ceiling or on a projection table and used with a laptop or PC, primarily to project Power Point Slides and Web presentations.

Opaque projector: This one reflects an image from paper material. It must be used from the rear of a dark room and must be cooled with aloud motor.

Slide projector: 35 mm carousel, mounted in standard frames that measure two inches square. The 35 mm slide is the industry standard. Wireless remote control devices or laser pointers are now commonly used.

Videotape VCR projectors: These projectors are used with a TV monitor to view VHS viedeo. Most previous forms (Beta) are obsolete.

DVD players: Available at most hotels with meeting facilities. (VHS tapes are no longer being made.) Players will become standard when film production facilities conver all former VHS tapes to this medium. Recordable DVDs have must sharper picture than a videotape, which also wears as it passes over the metal play heads. DVDs are touched only by a beam of light and should remain in good condition even after you play them thousands of times.

Projector Stands: The safe lock and rolling cart are the most common types of stands. They come in folding or rigid types, with or without wheels. Projector stands may need shelves to accommodate LCD projectors, VCR and monitors and other AV equipment.

Audiovisual Aids: Flipcharts and easels should be readily available, with pads of paper, chalkboards, or whiteboards.

Multimedia presentations: Multimedia can range from the very simple to highly sophisticated systems, and convention service manager should have a working knowledge of the basic types of equipment commonly requested by meeting planners, the simplest form of multimedia is the should / slide synchronizer. It uses a sound tape that automatically advances the slides and provides music or narration during the slide presentation.

Virtual conferencing: Conflicting schedules and high cost of travel are the prime factors for the use of virtual conferencing. Virtual conferencing can be broadly defined as the electronic linking of more than two people at different sites, and fall into four basic categories, audio, audio graphic, video and web conferencing.

Audio conferencing simply utilize the telephone lines and speaker phones to connect several parties. Autographic conferencing is generally used to planning sessions, project review and briefings because it combines both audio interaction and vital capabilities. Audio graphic conferencing provides full motion face to face networking and is the most expensive and most sophisticated form of virtual conferencing. First, it is necessary to provide full video production; it is necessary to provide a playback system at each location. Third uplink and downlink and satellite facilities are required. The signal is received by a transponder (an access point on the satellite), the frequency is changed, and signal is beamed down to satellite dishes (“downlink”), at each remote location before it travels, again via telephone line, cable or microwave system to the remote receivers.

The newest alternative to face-to-face meetings is web conferencing, Web conferencing refers to conducting meetings, events and seminars over the internet. Web based presentation utilize and internet connection rather than satellites. There are a number of different ways that speakers can connect the Internet. The easiest, least expensive, but slowest connection is through a telephone line. Since these lines ensure that web information will appear very quickly on the computer and projection screens, many hotels, conference facilities and convention centers are installing these types of lines throughout their meeting rooms.

12. Identify and point out the elements of exhibit planning, including the duties and responsibilities of key trade show and exhibit personnel.Trade show Manager: the trade shows manager produces and managers the exhibition. He or she is responsible of developing a list of potential exhibitors, marketing the show to both exhibitors and attendees, contracting with an exhibition service contractor, and overseeing all logistical planning. The trade show mangers you work with will be employed in one of two ways.

Directly of the organizing group, serving s an in-house member assigned to organize market and manage the show for the association. As a private entrepreneur or corporate entity, organizing an independent trade show for profit. A recent trend is for associations to either sell

their trade show and use the invested funds to benefit the association or partner with a multi management trade show firm and get a percentage of the profits

The show manager’s first priority is to sell floor space to exhibitors. To attract exhibitors, the trade show manager prepares an exhibit prospectus that includes the location and dates of show, a profile of prospective and past attendees, floor renal prices.Exhibition Service Contractors/ Decorators:It is customary for the hotel to furnish the basic exhibit area, perhaps with a floor covering, but perhaps with nothing. The trade show manager usually selects an exhibition service company to work as an “official” exhibition service contractor for the event. Some companies have contractual agreements with firms that travel around the country setting up the corporations’ exhibits. These firms, called exhibitor appointed contractors

The contract with the show manager generally calls for general decorating of the exhibits hall, the design of the exhibition floor plan, and on-site coordination for the show. The floor plan is a scaled schematic drawing of the exhibit area, including dimensions, design, entrances, and aisles, numbered exhibit booths, longue, concession areas, restrooms and electrical / plumbing accessibility.In fact, exhibition service contractors are key persons in the convention process. They work with meeting planners form the pre-show planning until the exhibit hall is cleaned and all the exhibitors’ equipment is returned to the home offices.Layouts: give planner options; be aware of fire codesPhoto file of exhibit area for planner’s use

Timetable:When planning for the exhibit, it is necessary to block out the time that each exhibit area will be in use. This includes the time needed to bring in the exhibit material, removes it form the crates, set it up, remove the packing cases, and clean up before the exhibit opens.A day or two is needed for installation and dismantle at most exhibitions. Labor charges are important in this process; the most common complaint of exhibitors is the need to use high-priced labor at overtime rates.

Show hours and room assignments:Two other common complaints of exhibitors are the hours the exhibit hall is scheduled to be open and the method in which guestrooms are assigned, but it is important for the convention service manager at least to be aware that there are complaints.Exhibitors feel that delegates should have free time from meetings during the day to browse through the exhibit area. Many are annoyed at the long days of sitting in their booths with little delegate traffic flow.

The assigning of guestrooms is another source of exhibitor discontent. One of the services provided to the planners by the hotel is “controlled hospitality suites”, which means the meeting group gets first choice on all hotel rooms and suites it needs.Labor Regulations:The trend of trade shows beginning on Sunday has made it difficult to avoid night and weekend labor charges. This overtime, added to what many exhibitors consider already exorbitant labor rates, has caused allow exhibitors.Every show contract specifies an official contractor and spells out certain functions the official contractor will perform will perform exclusively, usually these services are limited to plumbing, electrical work and drayage, but some contracts include carpenters, model agencies and photographers. We believe the exhibitor should be able to select his own florist, photographer Labor regulations vary a great deal throughout the country. Convention service managers should not close their eyes to the varying restrictions sand trust to luck. Remind the association to alert its exhibitors to the labor regulations that apply to your hall.

Insurance:Accidents do happen, and claims do come up, so insurance coverage is absolutely essential. It should be provided by the convening organization, and smart exhibitors will carry their own as well.The convention organization should be encouraged to contact its own insurance agents to provide full coverage for liability, fire, theft and breakage. In turn, if notified early, the convention staff should pas along such advice to exhibitors.

Planning for Success

Show ObjectivesKey MessagesShow SelectionSpace SelectionExhibit Time lines

Budget Considerations

Exhibit Booth Design

Trade Show StrategyBudgetKey MessagesBooth AppealBooth SizeLightingCarpetCrating

Tips On Graphics

Graphics CopyGraphics LayoutGeneral Tips

Staffing

Selection GuidelinesScheduling GuidelinesBoothmanship

Pre-Show Preparation

Invitations & Promotions

Lead TrackingCritical Paperwork

Post-Show Evaluation

Trade Show Justification

13. Identify factors that hotel staff take into account when assigning rooms to meeting attendees and managing room blocks, and printout the importance of good check-in/check-out procedures.

The factors that hotel staff take in to account when assigning rooms to meeting attending and managing room blocks are:-

Rate structure

Rate are generally confirmed a year in advance of event. rates are determined according to a number of factors, including season, days of the week , size of the group, length of stay, type of room, number of person in the room, group history, expected group to spend, potential for repeat business, group’s willingness to put down a deposit.

The certain rates determined by management are:-

1. Rack rate-

All rates remain as posted, with no discount and concession. It is rarely used as convention group are able to negotiate a group rate lower than rack rate.

2. Run of the house rate

It is also a flat rate arrangement as all similar rooms except suites are priced at average between minimum and maximum rates, despite level of location. It is common for small groups.

3. Split rate-

It is rate offered group based on room type.

4. Discounted rates-

It is also called spread rates. It is common for large group.

5. Complimentary arrangement

Most hotels offer concessions to get group business. To avoid heated argument at the cashier’s window, it is the planner’s responsibility to spell out the extent of the complimentary arrangement to the guest and provide a copy to hotel. Some hotels provide a complimentary cocktail party up on arrival, free travel to and room the airport and free meeting space. It is common practice to extend one complimentary guest room for every 50 room used.

6. Priorities

Convention planner should supply a list of VIPS to hotel. Regarding occupancy of the house some deluxe rooms should be held for last minute VIPS. Convention service manager make sure accommodation delivery to VIPS before and on the day of arrival and he should also find out the arrival time. VIP list should be coded to include possible supply of fruit liquor and /or flowers.

7. Room types

For event approaches you need to know how many of rooms are single, double, twins or suites. People confuse twins and doubles. This can be clarified by indicating “one bed for two people or “two beds for two people”.

8. Release and confirmation dates

The letter of agreement should indicate a date by using the organization will be either confirms or release the room conventions are booked far in advance, the number of rooms blocked out is an estimate, based on past conventions. The hotel should update reservation record, periodically. Reservation received after cutoff date, usually about 30 days, ate accepted on a space available basis and often convention rate is not available to reservations received after cutoff date

9. Arrival / departure pattern

You’ll need to determine the major arrival/ departure pattern of incoming convention guests. That is the date and times expected to check in at the hotel and when large numbers of delegates will be checking out. The group’s resume provides this information, you will need to have enough desk clerks’ and bell persons and one front desk receptionist/ cashier for every 75 guests arriving or departing.

10. Other hotels

Sometimes a number of hotels are to be used or a large convention. In such instances, a competitor becomes a friend. It is nice to have nearby hotel bail you out with a number of rooms when you may have over booked. It is just as nice to receive guest from other hotel when you have a number of rooms available and to have the favors returned on other occasions. It pays to work together.

11. Managing room blocks

Hotel that caters to group meeting and conventions face potential difficulties, as enough rooms are booked to have all meeting and convention attendees, there may be cases in which the group’s block is not fully occupied, resulting in lost revenue for the hotel.

12. No- shows

No- shows is usually the result attendee making multiple reservations. No-shows may either be guest who fail to attend the event guest who attend the event but do not use the room booked in groups block with a deposit reservation, the hotel receives payment for at least the first night’s lodging prior to the guests arrival and is obligated to hold the room regardless of the guest’s arrival time.

13. Guaranteed reservation

It is also another solution for no-shows. In it room is held without a deposit, but for which payment is guaranteed in the case of no-shows billing takes place in the usual manner. 14. Attrition fees

It is also another solution which are charge for a specific number of rooms but the total amount of rooms used is below the original contracted block.Hotel profitability can be affected by who check out early. An early departure is a guest who leaves the hotel before the end of the contracted rooms. Certain amount of walk-in business after 5 o’clock to fill in no- shows vacancies.Early departure can result significant loss of room revenue, as well as food and beverage, incidental and recreational income.

At the other end or the spectrum, problems may also arise if the guest decides to stay another day; this is called underdepearture. The hotel may have set aside a block of 250 rooms and if 20 attendees decide to stay on there may not be enough rooms available for other booked business.

15. Over booking

If hotel have experienced a great number of no-show they try to cover projected losses by booking more rooms than they actually have available. This is called overbooking. If hotel overbooks, a convention guest who arrives late may find that there are no rooms available. This constitutes a breach of contract by the hotel, who now owes the late comer damages. These guests are termed walked customers.

16. Historical performance

The historical patterns of a convention tell you a great deal. It can inform you early that this group seldom meets its commitments’. Or that early it always does. To gather information call the sale manager of the hotels used in past. And also obtain planner’s feedback on meeting held between booking date and the event your property will host. And also be also while dealing if it’s well organized pros which can be relied on to control their conventions so that attend group’s next meeting as deserver.The important con good checking and check out procedures are check in procedures.By the process of pre-registration, rooms are assigned in advance according to the rooming list provided by the group of developed by the reservation clerk based on reservation request. Many conventions set up a housing assistances desk near the registration area when the meeting planner and members of the housing staff can greet and delegate the arrangement minimize lobby confusion, long time and slow check-in procedure.

17. Check-out procedures

Group check-out procedure may be one of the little elements of a convention bur it really counts, particularly if it is not handled expeditiously. Hotels often establish a check out time of noon or 1:00 pm. It the wrap –up meeting is a luncheon, late check-out service allows the attendees to attend the conference dimax but if guest arrival patterns prohibit late check out, guests should be told to sign out before the lunch’s session. Their bills should be ready so that entire group can be processed quickly and their baggage checked in a convents storage place until departure time.

14. Briefly describe the role of the convention service manager in meeting planning, execution, and evaluation.

The role of convention service manager in meeting planning, execution and evaluation are:

a) They review all correspondence to know about the information.b) They will review account files before 2-3 years ago.c) They will begin to assemble the working file needed for servicing the groupd) The booking is listed in the function book and contract is made. It is based on reservation, program and billing.e) They trace with the clients by sending follow up letters, telephone calls.f) Correspondence is made clear as possible.g) Details of the program are formulated in a personal interview with the meeting planners at least 6 months before and reservation request

are mailed to all delegates to determine their guestroom numbers.h) A monthly preconvention meeting is held with all department heads to review upcoming events.i) 2-3 days before the conference opens, a preconvention meeting is held with the front office manager, room supervisor, catering manager

and the meeting planner.j) The entire program is reviewed and the menus are reaffirmed and meeting set-ups are verified.k) During the convention the convention managers will be always at the meeting location one hour ahead of time to view the whole

arrangement and services.l) After the conference, a post conference meeting is held and all the charges are verified and viewed by the client and evaluate the hotels

standard.

15. Point out programs that hospitality properties offer for guests and children of meeting attendees, and explain the importance of checklists in planning meetings or conventions.

Many hotels have neglected a potentially profitable market in not promoting guest attendance at o. According to the most recent Meetings & Conventions Meetings Market Report over 11 million spouses or guests attend conventions and association meetings each year. Convention service people should make provisions for entertaining these additional guests. Special programs are usually arranged that are no different than any other program segment, as far as the hotel is concerned. After recognizing the significance of attendance by spouse, is to see the idea of a guest/companion program to the meeting planner, who after all must increase the convention budget if these programs are part of the plan. Point out the presence of spouses and guests may be healthy for the meeting. The attendees are less likely to come to the morning session bleary-eyed after a late night on the town if the spouses or guests are accompanying them. In addition, ticket sales for the food and social functions will increase markedly with positive effects on the meeting planner’s anticipated revenue.

Once a meeting planner is convinced of the value of inviting guests, much can be done by hotels to promote their attendance. Working in conjunction with the meeting group, convention service manager should suggest ways to create interest and thus increase attendance. The following methods might be used :

Supply the meeting planner with the hotel’s brochures and internal pieces and suggest that he or she include them with group mailings. Include such items as menus, pictures of the hotel and highlight of the city.

In addition, you might secure a complete and up-to-date membership mailing list from the meeting planner and send personalized letters describing the planned activities. Also tell potential guests about the climate and offer suggestions on appropriate attire.

Suggest that the convening group designate a chairperson for a guest/companion program. Offer to work with this person in arranging shows, sight-seeing, and other interesting programs.

Advertise in the popular trade journals of the conferring group. Your ad should extol the virtues of having the delegates’ guests come along.

Activities for the Attendees’ Guests

Most hotels cannot afford to staff a special director for spouses and guests, but every hotel dealing in group business should at least prepare a directory of possible activities for them. This directory should be freely distributed to meeting planners.

Shopping Trips: A very popular event that promotes goodwill is the shopping trip. Normally, chartered buses take care of the transportation. Store guide should also be scheduled to greet the attendees and if possible, the group should be shown behind the scenes. Timing is important. Often the attendees will break into smaller groups to go through different stores, so a rendezvous time should be clearly communicated.

Sightseeing and City Tours: sightseeing and tours are also popular. The convention manager should have a list of sightseeing and tour agencies contacted in advance. One of the best-received tours is the home and garden type. Local residents open their homes for conventioneers’ guests, often in an effort to raise money for charity.

Guest Lecturers: Many guest/companion programs present speeches by professional people, such as doctors, lawyers, chefs, company executives and psychiatrists; questions and answers follow. Perhaps there area local speakers you might suggest to the organization. The range of these lectures is great, from flower arranging and dancing lessons to how to prepare a will.

Other Activities: other suggestions gleaned from our readings and discussions with convention service from our readings and discussions with convention service managers include theatres and concerts, special business meetings for spouses and guests only and finale parties. Local cultural activities, such as visits to museums and galleries and historical districts, “behind the scenes” tours of the property and nearby attractions, and tours of local business (such as wineries, chocolate factories and manufacturers of popular products) are also popular. When planning guest activities, however, it is important to know your audience and gear your program to their specific interests and tastes.

Activities for Children

Many organizations are also seeing the value of inviting the entire family to conventions as a way to boost attendance. Smart meeting planners are aware that working parents want to spend more time with their children and that combining business meetings with family vacations is both practical and economical. Some hotels have established in-house programs for junior attendees. The Hyatt chain, for example, offers Camp Hyatt, a program that offers structured recreation and learning activities for several age groups. The Walt Disney World Swan offers Camp Swan, with activities (featuring Disney characters) available until midnight. There are properties that offer licensed child care facilities or list of registered babysitters for the youngest children.

There are a wide variety of choices available, from on-site supervised recreational activities to field trips to local attractions. The wise meeting planner will schedule both children’s activities to entertain young guests while their parents are tied up in meetings as well as activities for the entire family to enjoy together. The hotel must protect itself in regard to the safety of facilities used and the personal supervising children. All childcare facilities should carry a minimum of $1 million in liability coverage, most require that parents sign a waiver when dropping off children; this should also be done for any in-house programs, and especially for any field trips off-site.

The accepted adult-to-child ratio is one adult for every three infants, one adult for every four toddlers and one adult for every six children up to eight years of age. When the details have been worked out, it should be up to the meeting planner to communicate to the attendees exactly what will be offered- and who is responsible for paying various activities and programs. This will eliminate any misunderstandings by participants, ensure a happier time for all involved, and establish the hotel as a family-friendly property that will likely be considered for future group activities and family vacations.

Checklists

There are a numerous details that must have worked out to ensure a successful meeting or convention. The use of checklists can help to avoid overlooking important items, and can assist in contracting for the special services that will be needed. There should be and overall checklist giving an overview of the entire meeting as well as for each function. Save good checklists that you run across in your travels and adapt them to meet the needs of your convention clients.

16. Briefly describe typical procedures for conducting a post-convention review.

The purpose of a review is to evaluate a performance during the event and the forecasting and planning that preceded the convention. There are needs of intra staff meeting and post convention meeting. The hotel meeting should include hotel manager, convention service manager, and all departments involved in service group.

Evaluate a performance Performance report Should involve both meeting planner and staff. Other designation, suppliers might be invited. A good time to hold a meeting is when the master account gets its final review and approval. Every aspect of meeting should be reviewed and discussed candidly. Meeting planners appreciates having the opportunities to share their comment

Comparison with projection Compare what happened with what was expected to happen. Prepare pick up report Comparing blocked room with actual used Review flow into and out to hotel Problems recognition of no show, over booking. The entire projection of arrival and departure patterns should be reviewed. Compare the patterns with the work schedule of front desk people and other personnel needed for heavy arrival traffic.

Function attendance Actual attendance at special function compared with expectations. The convention organization is chagrined not to serve its members. Actual attendance fails to have guaranteed attendance.

Special services For any other service paid attention besides the main hired service. Such like, athletic facilities, elevator service and others Telephone operator and the front desk people probably have more contact with hotel guest than anyone staff does. If they push for good factor than good image of hotel will be flowed.

Individual comments Staff to have a different point of view in convention service management. Ask for each responsible heading such like, bell person, housekeeping and other how event goes on. Stand near the cashier at check out time to get candid comments from guest.

Post convention reporting Accurate and through reports are most important to both planners and hoteliers. Meeting planner knows that information is power. When it comes to negotiating a through meeting history provides leverage in ensuing better rates. Post convention reports allow them to more accurately evaluate and qualify business. Ancillary business- affiliates and sub groups as well as exhibitors. Many in meeting industry would like to see an industry-wide, single database of post convention information. It is important to note that database and other exchanges of information regarding a group’s history should never include dollar amounts. It is a violation of antitrust law to exchange pricing information.

Final Appraisal Freely point out the problems that occur in the convention planning and procedure. How could we can control that problem from our part, point need to be consider as a suggestion for another event. Don’t forget to thanks to all. If possible than send thank you letter. Put name in follow up. Be in touch for future program and convention planning.

Detail careful planning and attention requires in convention service management. The convention billing process and post convention follow up are important factors in building groups goodwill and generating future business. A property must clearly spell out billing procedure and make it easy and convenient for meeting planner to keep abreast of meeting charges. And, after the convention meeting, follow up is necessary to determine areas of strengths and weakness and to build a group history that can be used in the future to negotiate additional events. Full planning for another event and feedback from the current event analysis is the important part. Concentration on any obstacle in the event and further implementation of the same solution in next event helps for the well coordination for further enhancement. Full report after convention provides information feedback and other record required for the convention management.

17. Identify control issues related to food functions.

Food functions are categories into followings

1. Breakfasts; 2. luncheons; 3. Dinners4. Dinners with entertainment and/or dancing; 5. Refreshment breaks;6. Receptions;7. Buffets and continuous hospitality setups in suites, meeting rooms, halls ,exhibit halls

Breakfast is the first meal of the day. The word is a compound of "break" and "fast," referring to the conclusion of fasting since the previous day's last meal, hence "breaking the fast". Breakfast meals vary widely in different cultures around the world but often include a carbohydrate such as cereal or rice, fruit and/or vegetable, protein, sometimes a dairy product, and a drink. Nutritional experts have referred to breakfast as the most important meal of the day. This is based on studies of the large numbers of people in the West who skip breakfast, to adverse effect on their concentration, metabolism and weight. The normal time for breakfast is 8 o’clock to 11.It is mainly famous for meeting.

Luncheon , commonly abbreviated to Lunch, is a midday meal. In English-speaking countries during the eighteenth century what was originally called "dinner"— a word still sometimes used to mean a noontime meal in the UK, and in parts of Canada and the United States — was moved by stages later in the day and came in the course of the nineteenth century to be eaten at night, replacing the light meal called supper, which was delayed by the upper class to midnight. The normal time for lunch is 11 o’clock to 2 o’clock.

Dinner is the name of the main meal of the day. Depending upon region and/or social class, it may be the second or third meal of the day. Originally, it referred to the first meal of the day, eaten about noon, and is still occasionally used in this fashion if it refers to a large or main meal. The normal time for dinner is 7 o’clock to nine. The verity may differ according to country, culture and their food habits. However it plays vital role in function. Many function are organized by following dinner

Dinner with entertain and dancing: Now this concept is being increasing. Many people entertain or dancing functions with having dinner. Dinner may include any time of food as per the request of organizer.

Reception: It refers to party. Party could be of any type. It can be organize with targeting any kind of function, festival and anything. for example birthday party, marriage ceremony, get together or of any types. As per the wish of organizer alcoholic beverage may or may not be serve.

Refreshment breaks: There are two refreshment breaks on each day of the conference. In addition to tea and coffee, soft drinks are served together with snacks such as cookies and fruit etc. Conference attendees often linger over a drink and a snack for discussions during and after these breaks. Mainly for refreshment beaks tea, coffee or some mock tail are serving and little snacks are also serving like cookies.

Buffets and continuous hospitality setups in suites, meeting rooms, halls, exhibit halls: Buffet is one of the famous service styles. Guest can have their food themselves with choice of selection. Like at the meeting for breakfast they take cookies, tea e.t.c themselves. Like as lunch or dinner can also be buffet.

Use function sheet for each event

Themed and special events: Uniqueness and stranger things are liked by people. So themes and special events helps for customer satisfaction and it enhance the reputation of the hotel.Menu is focal point: we must focus on menu. Menu could be designed with the theme, decoration. While planning the menu we can target the group of people, their likeness and culture. We must have to focus on healthier food. It is true that food represents the value of functionOff-premises catering: location helps determine menu and method of food . Off-premise catering is serving food at a location away from the caterer’s food production facility. One example of a food production facility is a freestanding commissary, which is a kitchen facility used exclusively for the preparation of foods to be served at other locations. Other examples of production facilities include, but are not limited to, hotel, restaurant, and club kitchens. In most cases there is no existing kitchen facility at the location where the food is served. Caterers provide single-event foodservice, but not all caterers are created equal.They generally fall into one of three categories:Party food caterers supply only the food for an event. They drop off cold foods and leave any last-minute preparation, plus service and cleanup, to others.Hot buffet caterers provide hot foods that are delivered from their commissaries in insulated containers. They sometimes provide serving personnel at an additional charge.Full-service caterers not only provide food, but frequently cook it to order on-site. They also provide service personnel at the event, plus all the necessary food-related equipment—china, glassware, flatware, tables and chairs, tents, and so forth. They can arrange for other services, like décor and music, as well. In short, a full-service caterer can plan an entire event, not just the food for it.

Preparation; Preparation of food can be expensive.Changing tastes: With the changing culture of food is growing on. Many people want to taste different food. So as the growing food industry we must focus on customers need and have to focus on their choice. The food with good hygiene and healthier food have to be served to increase satisfaction.

Healthier foods: As the growing food culture the demand for healthier food has been increasing. For this we have to focus on following factors.

4. Low in calories, fat, and cholesterol; 5. High in fiber and nutrition6. Breakfast foods have changed a lot (low calories; lighter, more health conscious food

Smoking/no-smoking areas have to be separate and guest needed to be escort to table as per their smoking habits.

18. Briefly describe the various types of meeting facilities.

Multinational hotel chains have invested millions in renovating and upgrading their entire hotel properties, to provide facilities and services required by large meeting and convention groups. These well –known and recognized full service hotels such as Marriott, Sheraton, Hyatt, Westin, and Holiday-Inn compete with each other as well as other properties within their own chain or brand.

The various types of meeting facilities are as follows; Conference center Conference centers are relatively new concepts that offer state of the art dedicated meeting facilities. Designed with the latest in meeting technology and soundproofing, these self –contained environment often feature built-in theaters and ergonomic chairs that are still comfortable after six hours of meetings. Most conference centers differ from hotels in the following ways:

Their Meeting package pricing includes rooms, meals, and refreshment breaks. Their Inclusive package concept ensures no unexpected charges for meeting planners. They are suitable for small groups of 50 to 200 people who want to be treated like a big group, with an staff and good service.

All-Suite Hotel All-suite hotels first appeared in the late 1970s with Embassy Suites quickly dominating this category. Their unique configuration features a two-bedroom separate from a kitchenette and living room area. Each Embassy suites hotel offers meeting and function facilities suitable for groups of up to 300 people. Most all-suite properties include;

Spacious two-room suites for all attendees. Complimentary buffet breakfast and evening reception daily.

19. Briefly describe the format and uses of the banquet event order (function sheet) in servicing conventions and group meetings.

When the program is finalized, each function should receive individual attention. Such attention to detail translates into service efficiency. This is done by Banquet event order.This banquet event order for a cocktail party shows the relationship between a resume and a banquet event order. The resume provides an overview of the vent while the banquet event order breaks the event down into minute details. Banquet event orders can also vary from hotel to hotel in the amount of detail required. Individual banquet events orders, however, are generally prepared from the resume and are the working form for hourly employees.Whether the function is a general session or a small committee meeting, documentation should be done. The basic seating layout, decorations, visual aids and any other special services required should be detailed on the function sheet. Most hotels assign a specific number to each banquet event order for easy reference. Copies of each function sheet, as with the specification sheet, should be distributed to hotel department heads at least a week prior to the event. There may be times when changes need to be made to banquet event orders. The most efficient way to communicate these changes is with a BEO addendum, commonly referred to as a banquet order or banquet change sheet. These change orders contain the identification number and any other pertinent identifying information from the original banquet event orders and includes very specifically the changes to be made. In each event, there should be each banquet event order to ensure that all details will be handled. Document the head table, platform, asic seating layout and all there arrangements. But also have a checklist for small but needed items, such as water glasses, pads and pencils, audiovisual equipment, sound systems, flower arrangements and so on.Banquet event order helps to avoid the last minute crisis and panic by being well organized and develop checklists and suggest that the meeting planner do the same.

20. Identify various meeting room setups and explain when each is commonly used, summarize how function rooms are broken down, point out meeting rooms of the future, and important to monitor function room usage.

21. Briefly out line on the recent event you have done as team and out line the duty and responsibility that you have handled. Out line the cost and benefit of the event.