Site Seeing

One should never underestimate the importance of a thorough site inspection. On paper, a property might look like the perfect venue, but without walking through it, it’s impossible to know if it will be right for the meeting. After all, the brochure photos don’t reveal peeling wallpaper, awkward meeting room layouts and lackadaisical service.

Inspecting a resort, rather than a city hotel, adds a whole new level of complexity. Attendees will depend on the property for not just their accommodations, but also for most of their meals and activities. Whereas a walkthrough of a hotel might be accomplished in little more than a half hour, seeing every facet of a resort can easily take half a day.

“If I’m sending people to the Peninsula in Chicago, they’re pretty much just sleeping there, maybe having breakfast, maybe meeting people for drinks,” says David Jewell, CMP, the regional vice president, Toronto region, for site-selection firm HelmsBriscoe. “People use resorts for things they don’t use hotels for, making it very difficult to rely on information you get about hotel quality and service levels.”

The following checklist is adapted from guidelines provided by Starwood Hotels & Resorts Worldwide, based in White Plains, N.Y., and USMotivation, an incentive house headquartered in Atlanta.

Additional suggestions have been included from Jennifer Brown, CMP, partner at Meeting Sites Resource in Irvine, Calif.; Rita Connor, president of Elite Resorts and Spas, a Redondo Beach, Calif.-based company that sells resort meetings to groups; Jayne Greenburg, president of San Antonio-based Motivation Strategies LLC; HelmsBriscoe’s David Jewell; Pam Ouelett, spa director at Willow Stream Spa at the Fairmont Banff Springs in Alberta, Canada; and Michael Tidwell, CHA, director of sales and marketing for Ocean Place Resort & Spa in Long Branch, N.J.

Location/transportation

Resort properties often are a good deal farther from the airport than city hotels are. Similarly, off-site venues are less likely to be within easy walking distance, and attendees are less likely to rent their own cars. Therefore, finding a reliable transportation company will be more crucial.

qHow close to the airport is the property? Ask whether the resort has an on-site destination management company, and ask if reduced rates or complimentary transfers are possible. Find out how many cars the DMC has. Also, if there are multiple DMCs to choose from, approach them all to discuss airport transfers and local trips.

qIs parking available, and what is the charge?

qWhat type of shopping, recreational facilities and restaurants are on site or nearby?

qFind out where motor coaches are permitted on property. Often, they can’t be brought under the porte cochere, and attendees must go on a hike to find them.

qIf you’re considering an offshore property, ask about the reliability of the electricity and whether the water from the tap is potable, and make a note of the water pressure.

BEFORE YOU GO

Amy Pfeiffer

Most of the work in site-inspecting should be done before leaving home, believes Amy Pfeiffer, managing sales director for the Walt Disney World Resort, based in Lake Buena Vista, Fla. Here are some of her suggestions for how to site-inspect from a distance.

Detail objectives. Inform the sales team of all of the meeting’s goals, so they can tailor the program to achieve those goals.

Ask for something special. “A question you might ask is, ‘Here’s what anyone can get who comes to this resort. How can I create an enhanced experience for my group attendees?’?”

Ask about seasonality. At resorts, demand (and therefore price) depends mostly on the behavior of transient guests, which varies depending on where the resort is located. “Don’t assume you know what their season is,” Pfeiffer says. At Disney, for example, the best values can be found from June to November. October, a big month for meetings, is a slow period at the resort.

Discuss cutoffs. A city hotel might be able to offer a 14-day cutoff for when the planner can submit a final room count, because it can sell unused rooms to last-minute corporate guests. A resort will more likely offer 30 days, because it will need more time to resell. If your group is full of late-bookers, tell the hotel before site-inspecting.

Ask about cancellation and attrition policies. At a city hotel, guests might be able to cancel one or two days out with no fee. Resorts generally have stricter policies and might require a week of lead time. -- J.V.

The entrance

The first impression of a property is absolutely vital. If you have a middling initial experience, then your attendees probably will, too.

qIs the bell staff present and alert as you approach? Are you graciously greeted or quietly ignored? Are staff members knowledgeable about the property, and do they readily offer assistance? Is the bell staff responsible for delivering in-room gifts? If not, who is, and is there a charge?

qDoes the outer entrance to the resort’s lobby have sufficient space to coordinate group arrivals and departures and luggage handling? If not, is there a separate group entrance and staging area?

qBe sure there is extra storage space for golf bags, as well as luggage in case of late departures. Also ensure that bell staff are experienced with handling large amounts of luggage at once.

qIs there a separate group check-in area? What are the check-in and checkout times? Can early check-in and late checkout be accommodated? Are there long lines for check-in and checkout?

qAre public areas, indoors and out, attractive, clean and in good condition? Does the property look like the photos in its brochures?

qWhat is the availability of guest services such as an ATM machine, a gift shop, a concierge, safe-deposit boxes, etc.?

Guest rooms

The guest rooms in resorts must be more cushy than in city hotels, but they also should have most of the business amenities required at city hotels.

qAre the guest rooms comfortable and clean? Do the furnishings look fresh or worn? Are the bathroom fixtures modern? Do rooms offer adequate lighting, closet space and hangers? Are smoke detectors visible? Is fire-exit information clearly posted?

qAre there at least three open electrical outlets by the desk, for a laptop computer, cell phone and PDA? Is Internet access hard-wired or wireless? Does each room have a safe big enough for a laptop computer?

qAre sliding doors and heating/air-conditioning units functioning?

qIs there a welcome note or gift waiting for you?

qIs complimentary turndown service provided?

qAre the housekeeping and engineering staffs available on a 24-hour basis? If not, who handles after-hours problems and requests?

qWhat are the telephone-access charges for services such as long distance, local and calling cards?

qWhat are the differences between a standard room and a deluxe room? Are the standard rooms of comparable size and design? How many ocean-view (or premium-view, if the resort isn’t by the ocean) rooms can your group have?

qDoes the hotel have an executive floor? If so, what is the additional cost?

qAre corridors well lit? Are emergency exits clearly marked?

Jennifer Brown, CMP

“Making golf and spa appointments is a huge administrative task, because everybody changes their mind three or four times. The point that’s really critical is how well the staff accommodates changes.” 

“At a resort at a national park, there was one room we were using for an office. Well, they didn’t think to put any electricity in their office. The outlets were there but there was no electricity. We had everything set up, then we went to turn it on and nothing worked.”

“We were in a resort in Palm Desert, and we did a wonderful event out in the gardens. The event was over at 10 o’clock. At 10:05, the sprinklers came on. Nobody thought to check when the sprinklers came on! Obviously there was a mass exodus. They were all dressed up and getting drenched.”

Activities

Not all participants like golf or spas. When selecting a resort, be sure there are plenty of activities unique to that location, in addition to the typical stable of offerings.

qAre the pool and health club well staffed and well maintained? What are the operating hours?

qDoes the property have a spa and fitness center? What are the hours? Are guests required to pay to enter? How much? What treatments are available and at what prices? Can a group rate be negotiated? How can large groups be accommodated by the spa in a short period of time without individuals feeling rushed?

qTo inspect a spa, go for a treatment and spend some quality time in the facility. Look for cleanliness: Are the surfaces polished? Does every area smell good? Look at the condition of towels and linens. Check to see if the soap dispensers are full. Does the spa feel crowded? Does it have enough treatment rooms to accommodate your group?

qMeet with your contact at the spa and ask about the facility’s cancellation policies and whether the spa will accept any last-minute appointments. Ask about the hours of the spa and fitness center, and ensure that they’re long enough to accommodate your group’s schedule. Ask how long the treatments are. (Many spas offer 50- and 80-minute treatments, while Willow Stream does 60- and 90-minute treatments.) Ask about mandatory gratuities and service charges.

qWhen it comes to golf, ride around the course with a resident pro to check the condition of the greens. Ask if course maintenance is planned while your group is on property. Find out if there is a clubhouse and whether your group can take over the restaurant. Are golf clubs available for rent, and are there enough for your group? Are left-handed clubs available? What do greens fees include (i.e., not all courses include the cart)? For tournaments, will they do shotgun starts?

qFor waterfront properties, is there a beach? Is it well maintained? Is beach furniture adequate? (If the beach doesn’t look great, then the pool should be wonderful.) Is beverage service provided on the beach and around the pool area?

qIs the water-sports equipment in good condition? Is there enough to outfit your group?

qDoes the property charge a resort fee to cover outdoor activities, or are such activities billed individually? What does the resort fee include? If your group won’t be participating in most of the activities, will the property reduce or waive the fee? If the fee includes tips, ensure that staff will decline gratuities.

qWhat is there for attendees to do in case of rain?

Meeting space

Resorts might be more geared toward leisure guests than business meetings. Once on site, it’s important, therefore, to gauge just how ready the property is for the exigencies of your meeting.

qFind out which meeting rooms can be reserved for your group. Can rooms be set up in the seating styles required? Is space available in or near the meeting rooms for breaks?

qDo meeting rooms have high ceilings? Are columns or obstructions a concern?

qAre rooms and air walls adequately soundproofed?

qIs Internet access hardwired or wireless? Where are the outlets?

qIs meeting and function space set off from the rest of the resort? If not, are you likely to encounter kids in swimsuits walking through your prefunction space?

qIs there an in-house A/V company?

David Jewell, CMP

“You have a big invisible tag on your head that says, ‘this is a meeting planner bringing 150 people at $500 a day per person.’ You want someone else to tell you this is where they were on their game and this is where they dropped the ball. Sometimes you don’t have access to that information when you’re doing a site inspection.”

Food and beverage

Depending on the particular dynamics of the group, the resort’s food can be one of the most memorable aspects of the trip, or it could completely ruin the experience for some attendees. Here are a number of factors to consider in the F&B department.

qPlan the inspection when another group will be having a banquet, and peek in. Does the staff look harried? Are people cleaning their plates, or are servers returning plates of largely untouched meals to the kitchen? Does the lighting look right? Can you hear the presenter?

qIs the dining room large enough to accommodate your group?

qAre banquet rooms guaranteed exclusively to the group?

qDo the standard group offerings for meals and breaks sound appetizing?

qCan the property handle special services such as tailored menus, theme parties, unique refreshment breaks, food substitutions, table decorations, a dance floor, etc? Are there complimentary theme decorations and/or centerpieces? If yes, ask to see some samples.

qAre taxes and gratuities included in F&B costs? Are extra charges applied for events that run over schedule?

qWhat are the local liquor laws? Are there times when alcohol cannot be served? What experience is required of bartenders?

qCheck the condition of tables, chairs, carpeting, wall coverings, linens, china, glassware, silverware, portable bars, chafing dishes and serving platters.

qWhere can guests eat lunch if a group meal isn’t scheduled? Can the property handle your entire group at once in its F&B outlets?

qWhat are the hours of room service? How diverse is the room-service menu? Do a test run and order a meal delivered to your room. Is the telephone manner of staff pleasant and delivery prompt and efficient? How is the food?

Barring destinations known for arctic or inclement weather, it would be foolish to bring a group to a resort and not schedule at least one outdoor event. Be wary, though, as these types of banquets pose a number of added considerations.

qAre outdoor areas well lit?

qIs there a problem with bugs? Does the resort make provisions for insect control?

qWill your group be allowed exclusive use of the area for a function? How long before the event will the area be closed for setup?

qHow far is the kitchen from the outdoor function space?

qCheck the location, number and condition of rest rooms. Walk from the venue to the rest rooms at night. Is the path well lit? Do you feel safe?

qWhat is the server-to-guest ratio? How many managers will be present at the functions?

qIs there an outdoor entertainment policy? How late can music be played?

qCan the area be wired for electricity?

qWhat is the rain plan?

Other

Don’t forget these last few items, which can make or break a meeting.

qIs the salesperson helpful, flexible and friendly?

qApproach multiple people on staff, including the concierge and the convention services staff, to ask about the hotel and the local area. Try out their recommendations.

qFind out where smoking is permitted. Ask how many guest rooms are nonsmoking, and which public areas are smoke-free.

qDetermine how flexible the hotel will be with your group’s contractual requirements.

qAre any renovations planned? Will the work interfere with your event?

qIs the back of the house clean, well lit and in good repair? If the hotel isn’t doing much to keep that space tidy, it says something about management’s attitude regarding cleanliness.

qEnsure that the staff at the resort speaks the language of your attendees. If too many staff members don’t speak fluent English, that could be a problem.

qGet a feeling for how safe the resort and surroundings are. Is security apparent on property?

qDoes the property meet guidelines set by the Americans With Disabilities Act? Almost as importantly, is the property designed with disabled guests in mind? For example, how convenient are ramps and elevators to guest rooms, meeting rooms and activities?

qWhat is the hotel’s emergency plan?