success - Associated Luxury Hotels International

Associated Luxury Hotels international
ALHISUCCESS
D E S T I N A T I O N
Vol. XXVI NO. 5 • December 2012
news and business solutions for successful meeting professionals
INSIDE The “Experience Economy”
This Issue Is Back
The “Experience
Economy” Is Back
While planning a meeting at a location
outside of North America can be an
exciting challenge, it also can be
daunting. Read helpful tips for planning
your next program outside of the U.S.
With a welcome return
to the “Business of doing
Business,” indications are
that the demand for face-toface meetings and programs
will continue to grow in
2013, over the significant
gains in 2012. While this is
obviously good news for our
By David Gabri
economy, it also can provide
a challenge – albeit a welcome one -- to planners,
because attendees are again expecting an “Experience”
beyond just content. This is a shift from recent years,
when scaled-down programs or a level of austerity were
more apropos and acceptable to attendees.
Page 2
Yes, the “Experience Economy” is back, so prepare for it.
Destination Features
So what does this mean?
Learn about Tucson’s luxurious Loews
Ventana Canyon, set in the scenic
Sonoran Desert with stunning views
of the Santa Catalina mountains.
Discover Rancho Las Palmas Resort
& Spa, situated on 240 lush acres
in sun-kissed Rancho Mirage,
California. Find out about the 340-acre
Salamander Resort & Spa, debuting in
August 2013 in Virginia’s picturesque
horse and wine country. Read about
the impressive Five-Star offerings at
Georgia’s spectacular The Cloister on
Sea Island and the exquisite The Lodge
at Sea Island Golf Club.
Well, in today’s business landscape attendees have a
higher level of expectation for their programs. They are
again expecting an “Experience” that is motivating, rich,
and compelling. It does not mean, though, that programs
need to be extravagant. But quality in presentation,
venue and style is important to make programs more
memorable; to provide the greatest impact; and to
be used as a platform to differentiate your company,
association, product or service from others.
With the return to the “Business of
doing Business” with more face-to-face
meetings and programs, attendees are
again expecting an “Experience” beyond
just content. Yes, the “Experience
Economy” is back.
Page 1
Tips For Planning Global
Programs
Page 3-5
FAQs
What are the top meeting and incentive
travel destinations this year? Are there
advantages to meeting at an historic
hotel or resort?
Page 6
Restaurant Briefs
Read David Gabri’s reviews of great
restaurants in Orlando, Charleston,
and Chicago.
Page 6
As James H. Gilmore, co-author with B. Joseph Pine II
of the bestselling book The Experience Economy: Work
is Theatre & Every Business A Stage, once described to
our ALHI team, the “Experience Economy” applies to the
meetings and incentive marketplaces in many areas. This
includes such factors as the quality of the facilities, the
level of service, the food, the presentations, the recreational
options made available, and the communications vehicles
which set up the meeting or convention.
Valuable Tips For Planners
Gilmore provided many helpful tips for planners
to address the needs/desires of attendees in an
“Experience Economy.” These include:
Focus on the 4 E’s (experiential realms) – provide an
Escapist experience for the attendees; offer Education/
Learning opportunities; feature appealing Esthetics;
and provide memorable Entertainment.
Plan your meeting to incorporate the 4 I’s – Ideas,
Insight, Innovation, and Inspiration.
Indentify meeting objectives, and have a clear
understanding of who your audience is and why they
are there.
Go to a location that builds memories. (An ALHI member
location is a given.)
Theme the Experience.
Engage all five senses.
Write down the impressions that you want people
to take away from the program. (What do you want
them to say after the event? How do you want
someone to feel when they walk away?)
Compile a list of “cues” from past programs, which
are all of the “touch points” that an attendee will come
across, including first impressions, the aesthetics of
the property, interaction with staff, etc. Identify the
positive cues, the neutral cues, and negative cues that
distract from the experience or contradict the theme.
Identify how you can eliminate or remedy negative
cues, improve or change neutral cues, and make
positive cues even more impactful.
Create a unique “Signature Moment” that ties in
with the theme, is memorable for attendees, and may
be recurring in future programs.
Provide a memento from the event. This can be premade or something that participants make themselves.
So, evaluate your upcoming programs to make sure
that your organization is providing the positive and
memorable “Experience” that your attendees are
seeking and expecting. Taking steps now to ensure
that positive, unforgettable “Experience” is sure to pay
dividends in the end!
Tips For Planning Global Programs
Indications are that the North American meetings and incentives industries
appear to be experiencing a resurgence in planning programs outside of the
U.S. At ALHI, we have seen a surge in the demand for meetings and incentive
travel programs around the globe since the first quarter of 2012, and we
anticipate this to continue in 2013.
While planning a meeting at a location outside of North America can be an exciting
challenge, it also can be very daunting. There are often more things to consider,
and to coordinate, for global programs, when compared to a domestic program.
To help address this, ALHI recently teamed with Delta Air Lines to conduct two
Global Meetings Webcasts for planners, which provided very helpful tips for
planning programs outside of the U.S.
Leslie Zeck, CMP, CMM, Director of Meetings for the International and American
Associations for Dental Research, was among the presenting panelists at the
first ALHI Global Meetings Webcast in May. Responsible for planning annual
conventions for up to 7,000 attendees, as well as regional conferences in Africa,
Asia, Europe and South America, Leslie is a highly skilled, very experienced, and
truly knowledgeable meeting professional.
During the ALHI Global Meetings Webcast, Leslie provided many helpful tips for
planning your next program outside of the U.S. These include:
•Never use abbreviations or acronyms in communication and contracts
•Spell out dates rather than using numerals, to avoid date-format confusion
(i.e. 4/12/13 is certainly different from 12/4/13)
•Detail your RFP as much as you can, including using photographs to define the specifics of what you envision
•Use local organizing committees as a resource to save you time and money
•Familiarize yourself with important culture and customs of local people –
get a guidebook!
•Know your options for Telecommunications, IT and connectivity, especially in the BRIC countries (Brazil, Russia, India, and China) (www.bric.com)
•Consider the impact time zones will have on your program schedule, attendees and travel. Sometimes amending the “typical” event or session times is prudent.
In ALHI’s Global Meetings Webcast in September, Global Meeting Cultural Expert
Sirin Koprucu, founder, principal trainer and consultant for StrategicStraits, Inc.,
provided additional insight for coordinating programs outside of the U.S. She
discussed intercultural communication, cultural awareness, and how to work across
cultures. Among her recommendations is to register with http://www.globesmart.com
for information on business practices for over 60 countries worldwide.
To view Sirin’s informative presentation during the ALHI Global Meetings webcast,
visit the website for ALHI’s Associated Destinations Worldwide global sales
specialist team at http://www.adw-gso.com/essential/webcast_Sept_25_2012/.
In addition to being able to view both webcasts on the ADW website,
the site also features many helpful and easy-to-use resources at
http://www.adw-gso.com/essentials/. On the site you will find quick access to a
Currency Converter, Time Zone Converter, Weather Information around the globe,
a guide for Value Added Taxes (VAT), a Meeting Space Conversion Tool, the APEX
RFP Workbook, Translation solutions, and Holidays celebrated around the world.
Additionally, understand ALHI has developed a culturally astute and professional
Global Sales Specialist team to help accounts get the most from their Global
programs, and to provide insights and assistance for the Global Members we serve.
•Write your own cut-off dates for booking in your contract or RFP
•Outline deadlines for responses back from a hotel in your final contract
•Expect to pre-pay 100% in advance, or have strict deposit guidelines
So if you are planning any international programs, take advantage of these very
helpful hints. In doing so, planning Global programs can be very exciting, rewarding
and successful – and much less daunting.
•Utilize the internet, where resources are endless
•Know that containing your meeting to a hotel/resort is a plus, since they will adapt far more easily to where YOUR group is coming from
•Every Customs Patrol is different. Understand the rules for getting materials through to YOUR destination
•ALWAYS hire a reputable customs broker!
Browse Global Destinations, hotels, news and industry updates:
www.adw-gso.com
•Be in the know on the political and economic climate of the destination.
Read destination news in the months leading up to your program.
Government information on obtaining international visas:
travel.state.gov/visa/visa_1750.html
•Know the Visa requirements early and communicate the time it will take
to obtain documents, if necessary (www.VisaCenter.com)
•Know what immunizations and inoculations may be required
•Know and/or work with a resource to understand VAT (Value Added Tax)
for your destination
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Additional Resources
Atlanta
770-933-4150
Boston
781-263-9910
California
949-709-0951
So. California
760-231-6734
Information and news on safety and security abroad:
travel.state.gov/travel/travel_1744.html
International travel information regarding China:
travel.state.gov/travel/cis_pa_tw/cis/cis_1089.html
Chicago
312-670-2203
Dallas
817-453-0800
Denver
720-389-6800
Kansas City
816-850-7890
sea island, georgia
middleburg, virginia
sea island
The Cloister and The Lodge
Salamander resort & spa
One Resort - Winner of four Forbes Five-Star Awards
Sea Island is a superlative choice for business and functions of distinction.
In fact, Sea Island hosted leaders of the world’s major industrial powers for
the G8 Summit. Elegant meeting and event space is available for private
conferences, incentive programs and executive retreats. Enjoy Sea Island’s five
miles of private beach, three oceanfront pools, spa, three championship golf
courses, shooting school, tennis center and yacht club.
Fast Facts
• The Cloister features 175 rooms, including 30 suites
• The Cloister offers 17,000 sq. ft. of meeting space
• The Lodge features 40 rooms, including 2 suites
• The Lodge offers 6,900 sq. ft. of meeting space
• The Cloister Spa and Fitness Center features 23 treatment rooms, lap pool, squash courts and fitness instructors
ALHI Luxury on Sale
TM
Groups of 20 rooms or more can experience Sea Island on select dates
in Summer 2013 from $395. Early booking incentives are available now
for December 2013 and January and February 2014 for rates starting
from $295. Some restrictions and blackout dates apply, offer valid for a
limited time only.
America’s newest and most accessible
luxury destination resort
Salamander Resort & Spa will be the only luxury resort to open in America
in 2013, and will be one of the country’s most accessible destination
resorts. Set on 340 acres in the foothills of the Blue Ridge Mountains amid
Virginia’s famed horse and wine country, and just 35 minutes from Dulles
International Airport, the resort features 168 luxurious rooms and suites,
a 23,000 sq. ft. spa, a full-service equestrian center, Virginia Piedmontinspired dining, a dedicated cooking studio, wine bar and a unique array of
conference and banquet facilities, and group activities.
Fast Facts
Location:
• 35 minutes from Dulles International Airport
• 40 miles from Washington, D.C.
• Set in the historic 18th century village of Middleburg
• Several private airport options within 25-40 minutes
Meeting Space:
• 5,000 sq. ft. Grand Ballroom
• 12,000 sq. ft. total indoor event space
• 40,000 sq. ft. of total indoor/outdoor event space including the Grand Lawn
Accommodations:
• 168 guest rooms and suites
Amenities:
• One of the most unique luxury resort spas & wellness programs in America
• Three pools and a fitness center
• Cooking Studio with culinary classes
• Equestrian Center with 22 stalls and riding ring
• Obstacle Course, zip lines and other team building programs
• Miles of riding, walking and nature trails
• Comprehensive nature and wildlife programs
• Creighton Farms Golf Club nearby
• Over 22 wineries within a 30 minute drive
• Over 700 equestrian events annually
• Village of Middleburg shopping and antiquing
For more information on Sea Island,
visit alhi.com/SeaIslandCloister or
alhi.com/SeaIslandLodge
For more information on Salamander Resort & Spa,
visit ALHI.com/SalamanderResort
Sea Island – The Cloister and The Lodge and Salamander Resort & Spa are part of Associated Luxury Hotels’ Worldwide Portfolio of
Luxury Four- and Five-Diamond quality hotels and resorts. Let us assist you in placing your next meeting. alhi.com
3
Tucson, Arizona
Featured ALHI member:
Loews Ventana Canyon
See Your Meeting in a Whole New Light
Fast Facts
Tucson’s spectacular ‘Ventana’ (window) to the
soul of the Sonoran Desert is your window to
world-class meetings. High above the Catalina
Mountains, this stunning natural retreat was
voted among the top 13 Golf Resorts in the
Southwest by Condé Nast Traveler. Guests from
around the globe agree this haven is the singular
spot where nature’s beauty, energizing activities,
luxurious accommodations, innovative cuisine
and award-winning service meet for guaranteed
meetings success.
•Only Tucson property awarded AAA Four Diamond Award for 25 consecutive years
•Two Tom Fazio-designed PGA championship golf courses
•Two swimming pools, including private adult pool
•Luxurious Lakeside Spa & Tennis Center
•All 398 guest rooms and suites offer private viewing balconies or patios
•60,000+ square feet of creative indoor and outdoor event space
•Five innovative restaurants and lounges, featuring inventive local cuisine
•Signature cocktails, live entertainment and spectacular mountain & golf course views
•Unique outdoor activities for groups or individuals, including hiking, professional stargazing, horseback riding
•Tucson’s only Window Walk (created in collaboration with the Tucson Desert Museum) allows guests to explore grounds and discover native desert plants and wildlife
Testimonials
“We could not have asked for any element of the entire time spent in Tucson to be any better or go any
smoother. The responsiveness of the team, the cheerful attitude of everyone (at every level of your group)
and the atmosphere you created for each part of the day was fantastic!”
“I just have to start by saying how ‘blown away’ I was with the entire experience. Never, in all the years of
putting on meetings has the attention to detail, food, amenities, entertainment venues, etc., etc., ever been
better. You took customer service to a whole new level for me. You have customer service at an all-time high.”
For more information on
Loews Ventana Canyon visit
ALHI.com/LoewsVentanaCanyon
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Loews Ventana Canyon is part of Associated Luxury Hotels’ Worldwide Portfolio of Luxury
Four and Five Diamond quality hotels and resorts. Let us assist you in placing your next meeting. alhi.com
Rancho Mirage, California
Featured ALHI member:
Rancho Las Palmas resort & spa
An Oasis of Inspiration
Fast Facts
• Just minutes from Palm Springs International Airport
•50,000 sq. ft. of meeting and event space
•Flexible indoor and outdoor spaces with
breathtaking views
•444 spacious Spanish Colonial-style rooms
•Centrally located to many main attractions in the
greater Palm Springs area
•Walking distance to shops and dining
Announcing Completion of a $5 Million
Property-Wide Renovation
We are excited to announce to the ALHI community the completion of several property wide renovations,
redefining the resort meeting experience by combining the need to connect online with the importance
of connecting in person. Our focus was to create an environment for conversation and networking, while
capitalizing on technologies. A $5 million enhancement introduces vibrant colors and sophisticated
furnishings, invigorating our 50,000 sq. ft. of meeting and event space. Stay connected with wireless
internet access and dedicated iPad tables throughout the resort.
ALHI Luxury on Sale
TM
Book a new meeting by the end of the year and save!
Group Rates Starting at $169.00 per night
Sale Dates:
January 6 - 9, 2013
February 18 - 21, 2013
January 27 - 30, 2013 March 13 - 17, 2013
February 10 - 15, 2013
• 5% master account rebate
• Complimentary wireless internet access
in the meeting space
• Two (2) hour complimentary welcome reception
Must book by December 31, 2012 and actualize by March 31, 2013. Group must be 10 rooms or more on peak night and a master account
spend of $2,500.00, or greater, to qualify.
Louisville
502-228-3196
New York City
212-986-6767
Orlando
407-295-1950
Philadelphia
215-978-3877
Richmond
540-664-4298
At Rancho Las Palmas Resort and Spa, wide open
desert skies set the stage for big thinking while
exceptional spaces and attentive service ensure
every meeting performs as planned. Nestled in
the heart of Rancho Mirage, at the base of the
San Jacinto Mountain Range in the sun-drenched
Coachella Valley, Rancho Las Palmas emanates
a certain southern California charm reflected in
everything – the soothing palette of your room,
world-class dining, an expansive spa, sparkling
pools, golf, tennis and more.
For more information on
Rancho Las Palmas
visit alhi.com/RanchoLasPalmas
Savannah
912-225-1175
Washington D.C.
202-887-7020
Toronto
905-846-4477
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Associated Luxury Hotels international
Restaurant BrIEfs New Culinary Discoveries...
Orlando, Florida
Timpano Italian Chophouse
Charleston, South Carolina
Charleston Grill
Chicago, Illinois
RPM Italian
If you have not yet experienced Timpano Italian Chophouse
in Orlando, I highly recommend that you do so. Featuring an
appealing ambiance that is reminiscent of a chic Chicago
supper club, the restaurant consistently serves great food
and provides impeccable service. Located on “Restaurant
Row” between Universal Orlando® Resort and The Peabody
Orlando, Timpano specializes in steaks, chops, veal and pasta.
As I’ve dined at the restaurant several times, I have several
favorite items. I suggest the Beef Tenderloin Carpaccio, the
Fire-Roasted Meatballs, or best yet, the Grilled Mussels for a
fantastic starter. For the entrée you can’t go wrong with the
New York Strip, the Housemade Lasagne, or the Veal & Wild
Mushroom Rigatoni as a terrific comfort meal. Desserts are
delightful, and the Vanilla Crème Brulée with Mini Chocolate
Chip Cookies is my personal choice. Be sure to make
reservations, as the restaurant and its adjacent Starlight
Lounge (known for its Martinis and talented live musical
entertainment) are quite popular with locals too. And, yes,
they do have private dining areas for groups.
I love visiting Charleston, which is truly one of my
favorite cities. One of the reasons is the abundance
of great dining options, and at the top of the list is
the Four-Star Charleston Grill. Located at the elegant
Charleston Place Hotel in the heart of this charming
and historic city, the restaurant serves a nice blend of
Southern, French and Contemporary cuisine, while you
are serenaded by wonderful live jazz music. Uniquely,
the menu itself is divided into four categories: Pure,
Southern, Cosmopolitan, and Lush. “Pure” dishes are
simple dishes with light flavors, such as Cucumber
Gazpacho or Grilled Wild Salmon. “Southern” dishes
are such regional favorites as Grilled Peach Salad or
Charleston Grill Crab Cake. “Cosmopolitan” offerings
feature flavors from around the globe, such as Escargot
or Thai Fish. “Lush” dishes include Seared Foie Gras,
and (my favorite) Grilled Dry Aged Colorado Lamb Rack.
Be sure to pair the meal with one of the 1,000+ wine
offerings, and save room for the Ricotta Cheesecake.
If you are craving delicious authentic Italian cuisine in
Chicago, RPM is just what you are looking for. Located
in the upscale River North neighborhood in the Near
North Side area, the restaurant features an elegant
yet cozy atmosphere, and boasts a rather diverse
menu that offers something to please virtually anyone.
This even includes a very nice Gluten-Free menu. For
our starters we recommend the Truffled Garlic Bread
(yum!), and the Fritto Misto (Calamari and Shrimp
with Lemon), which is the best Calamari imaginable.
For entrées, choose the Burrata Cheese Ravioli, which
is awesome. I understand the Eggplant Parmesan is
fantastic too. Add the Sautéed Broccolini as a nice
complement to the meal. As the restaurant is quite
good, and is owned (in part) by celebrity couple Bill
and Giuliana Rancic, the restaurant is a place to “see
and be seen” -- which means you need to make your
reservations early. Buon appetito!
(407) 248-0429
www.timpanochophouse.net
(843) 577-4522
www.charlestongrill.com
FAQs
FAQs
Q: What are the top meeting and incentive
travel destinations this year?
A: According to a new survey by destination
marketing company Development Counsellors
International (DCI), as sited on www.
SuccessfulMeetings.com, Chicago, San Diego,
San Francisco, Las Vegas and New York are
the favorite domestic meeting destinations of
North American meeting planners. Globally, the
survey also found that London and Barcelona
topped the list of favorite international meeting
destinations among North American meeting
planners, followed by Paris, Singapore and
Hong Kong. For incentive travel, Incentive
magazine’s “2012 Travel IQ” survey found the
Caribbean as the most popular international
destination for incentive travel, while Florida
took the top honors domestically.
6
(312) 222-1888
www.rpmitalian.com
ALHI’s newest distinguished members:
• Doral Golf Resort & Spa, Miami, FL
• Turtle Bay Resort, Kahuku, HI
Q: I know that historic hotels and resorts
have appealing histories, but are there other
advantages to meeting at an historic property?
A: Yes! In addition to featuring rich histories
that add character and charm to meetings
and programs, historic hotels and resorts offer
many other benefits too. This includes typically
beautiful indoor and/or outdoor venues that
do not need added décor for functions, saving
money on expensive décor packages. The
hotels’ longevity also attests to their established
success and experience in addressing groups’
and guests’ needs. Also, as these properties
are one-of-a-kind, your group will experience
something truly distinctive and memorable. In
addition, the timeless appeal of these hotels
and resorts also provides a nice change from
today’s “instant and new” society.
To assist planners, ALHI features the “ALHI Historic
Collection,” a specialty segment within ALHI’s
worldwide portfolio that consists of 34 legendary
hotels and resorts with more than 50 years of
heritage. Options in this exceptional collection range
from Dallas’ renowned The Adolphus, celebrating its
100th anniversary this year, to Washington, D.C.’s
famed Willard InterContinental, where Julia Ward
Howe wrote “The Battle Hymn of the Republic” and
where President Ulysses S. Grant coined the term
“lobbyist.” For information on the ALHI member
hotels and resorts in this specialty segment, contact
your nearest ALHI Global Sales professional and visit
www.alhi.com/segments/historic.
Thanks for asking!
David G. Gabri, President & CEO
Associated Luxury Hotels provides the National Sales Network to our prestigious membership of over 140 premier
Four and Five Diamond quality hotels and resorts worldwide. Let us assist you in placing your next meeting. ALHI.com