Jennifer Squeglia, Take Stock in Your Partnership Approach

TAKE STOCK IN YOUR PARTNERSHIP APPROACH

5 best practices for working with meeting venues as we emerge from COVID-19 By Jennifer Squeglia, CMP

The last eight months have been some of the hardest on our beloved meetings and events industry. Through it all, the interactions with my colleagues and partners continue to inspire. We are resilient and positive. And although the months ahead will be challenging as we reopen, it is the people we are collaborating with that will make it rewarding. One day, we will look back together at our collective accomplishments. For now, we benefit from taking the following approaches toward our work with venues on future programs. All five have always been central, but they take on a new level of importance in the current climate.

1. COMMUNICATE OFTEN With so many variables changing frequently, it is crucial to communicate often with your hospitality partners and keep them up to date on the status of your program, and likewise that they keep you up to date on their end. Respond to your email and return the phone call — it is more important than ever that we remain in touch with our partners.

2. SHOW FLEXIBILITY AND NAVIGATE THE UNCERTAINTY

TOGETHER With ongoing changes in CDC guidelines, state regulations and quarantine requirements, as well as company travel policies in flux, the only thing certain is uncertainty. This is a really difficult environment to enter into a contract; you want to balance protecting your company and being reasonable to the venue. Lacking a crystal ball, it is particularly challenging to determine room block and meeting space requirements. Contract clauses — such as attrition and cancellation — will be reevaluated and need to be adjusted to allow for some flexibility in this ever-changing, uncertain time. It’s more important than ever to consult with your legal teams to make sure you are protecting the company you represent. At the same time, you need to be mindful that the hotel is a business whose revenue stream has been enormously impacted. We want to get back out there and hotels need business, so both sides need to work closely together and be as flexible as possible in order to achieve a win-win.

3. BE HONEST AND RESPECTFUL We’ve always been a bit hesitant to put all our cards on the table, but in these circumstances, transparency is key. Ask and/or answer the tough questions with respect and honesty. For example, inquire about the hotel’s financial health or the protocols if a guest and/or employee tests positive for COVID. Nobody wants to be blindsided. Getting through those difficult conversations can be uncomfortable, but when you are respectful and authentic, the outcome is typically a good one.

4. DON’T MAKE ANY ASSUMPTIONS AND BE VERY CLEAR ON

YOUR EXPECTATIONS The last several months have been a wild ride — things that you never thought you would see are happening. If you have concerns about an aspect of the hotel’s services, such as staffing levels and cleanliness protocols, clearly express your expectations. If you are negotiating an addendum or contract and want to incorporate a clause about certain guidelines being in place (or not) for the event to proceed, be very clear on which guidelines that covers — are they the CDC’s, state’s or company’s? Clarity is key and no question is stupid.

5. ABOVE ALL, BE KIND AND PATIENT The next several months promise to be bumpy and frustrating as we all climb out of this together. There will be times when you won’t hear right back from someone or the answer isn’t what you want or expect. Remember to pause and be patient. One of the reasons we all love this industry so much is because of the great people we get to work with, and oftentimes the partnerships we form soon become friendships. This pandemic has been so hard on us professionally, with a record number of furloughs and layoffs. On top of that, it has been difficult for so many on a personal level — be it an aging parent you can’t visit, supporting your child’s virtual schooling, or just feeling overwhelmed. When interacting with people, remember to ask how they’re doing and really listen to the answer. Above all, be kind and remember that we truly are all in this together.

Jennifer C. Squeglia, CMP, is Principal of her event-planning company, RLC Events, Inc. Since its founding more than 13 years ago, Naples, FL-based RLC Events has partnered with clients from a variety of industries, including defense, healthcare, financial services and insurance. Squeglia previously served as Director of Meetings & Client Events for Fidelity Brokerage Company, and prior to that as an Event Manager for John Hancock. Her career started in the hospitality industry working at luxury resorts in Grand Teton National Park in Wyoming, St. John in the US Virgin Islands, Savannah, GA, and Martha’s Vineyard.