Is Service Suffering?

Meetings & Conventions: Newsline newsline.gif (8042 bytes) LOW PAY, LEAN STAFFS TAKE THEIR TOLL, SAY PLANNERSIs Service Suffering?After publishing research outlining the low wages and unprecedented layoffs in the hotel industry (November Newsline, page 24), M&C conducted an online poll to gauge planners’ recent experiences with service.

While about half of 400 respondents said hotel service overall is excellent or good, a significant number have seen quality dip over the past year. Areas where they found service has worsened include the front desk (34 percent), banquet waitstaff (33 percent) and housekeeping (32 percent).

Poor front desk service is particularly irksome for planners. More than a quarter (28 percent) cited this as an area in need of improvement.

Planners gave the highest marks to the concierge and the convention services staff (59 percent said “excellent or good” for both). On the other hand, on-site A/V and housekeeping were cited as fair or poor by 19 percent and 18 percent, respectively.

Would planners pay more for better service? Opinion was split: 51 percent would, and 49 percent would not. Among the comments from respondents:

• “I choose deluxe properties, and I should be assured deluxe service. It is not my problem that the hotels underpay their staff.”

• “I do not have a problem paying for good service, I have a problem paying for bad service.”

• “The pay does not affect service training does!”

• ART PFENNING

Art Pfenning is the corporate research director for NORTHSTAR Travel Media, LLC, M&C’s parent company.

What Association Executives Earn The gender gap in earnings grows in relation to size of organization, according to a 2001 compensation survey. Male CEOs Female CEOs Trade association $136,775 $92,125 Individual membership association $139,241 $85,204 Total staff size: 2 or fewer $75,000 $60,000 3 to 5 $95,640 $77,000 6 to 10 $116,550 $108,000 11 to 20 $138,200 $126,000 21 to 50 $201,923 $159,280 51 to 100 $237,900 $145,518 More than 100 $287,600 $249,233 Total annual budget: $300,000 or less $67,600 $54,789 $300,001 to $500,000 $75,600 $68,579 $500,001 to $750,000 $90,000 $72,800 $750,001 to $1 million $102,000 $87,525 $1,000,001 to $2.5 million $118,800 $112,425 $2,500,001 to $5 million $170,000 $137,100 $5,000,001 to $10 million $227,750 $160,585 $10,000,001 to $15 million $225,994 $171,750 More than $15 million $285,000 $256,269 Source: American Society of Association Executives