April 2008

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Ontario tourism budget gets trimmed

Industry News

All is not sunshine and lollipops for planners in California...

California Governor Arnold Schwarzenegger is saying Hasta la Vista to almost all government meetings in California... and nobody knows for how long.

Budget constraints have forced the government to cut back and many in California’s meetings industry expect the order to have a major impact on their businesses or the businesses of their associates. In January, the governor declared California in a state of fiscal emergency, and the state legislature passed some measures to ease the fiscal crisis. However, Schwarzenegger said more needed to be done. The order puts a freeze on all non-essential spending, which includes discretionary travel for seminars, conferences, and training; restricts agency, department, division, and business unit meetings that require travel to essential participants only; mandates videoconferencing and teleconferencing; and requires meetings to be held at locations at or near headquarters offices.

Sally Sbisa-Daugherty, treasurer for the Society of Government Meeting Professionals Sacramento chapter, said government planners are concerned by the order and would feel an impact if the cuts extend to the fall, winter or even into 2009.

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Ontario’s Ministry of Tourism will receive 27 per cent less money in the budget this year than it did last year.

The strong Canadian dollar and increased border security mean fewer travellers are coming up from the United States, creating significant challenges for the sector.

The Liberal Government has said the cuts are necessary because it expects to collect only 357-million more in revenue during the next fiscal year compared with the current one, even as it spends an additional 2.3-billion in health care, $1-billion in municipal infrastructure and $1.5-billion over three years for skills training.

The government is projecting balanced budgets for the next three years, but no surpluses.

Cruise lines give hefty refund Royal Caribbean Cruise Lines and Celebrity Cruises will refund $21 million to consumers who were charged fuel surcharges after they had booked their cruises. The Economic Crimes Division at the Florida Attorney General’s office launched an investigation in February after receiving several hundred complaints that the cruise lines were not disclosing the surcharges properly.

Both Royal Caribbean and Celebrity signed agreements recently promising to refund the full cost of the fees, and they will be giving on-board credits to those passengers who have not yet sailed.

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THE INTERNATIONAL EDITION

Ed. Note

The simple season

In this Issue 6 Strategies to influence > If you want to influence your listeners to

Every year spring brings about a new beginning. It’s simple, pure and invigorating.

Success is also simple; it’s about doing what’s right, the right way, at the right time.

Too many elements of our lives have become overly complicated – we drain our energy without needing to empty the tank. So like nature, let’s keep it simple – in fact, I’m sure you’d like to encourage simplicity all the time. With that thought in mind and for the benefit of all planners, the Montreal Hilton Bonaventure will be sponsoring an Easy To Do Business With (ETDBW) contest.

Some of the suggestions from the ETDBW contest will be published in the May issue of The Planner, and an email will be sent to you shortly so please take a moment to share your thoughts with us.

So as tougher economic times drift north and hit Canada, although they shouldn’t be as hard as what our neighbours to the south are experiencing, but certainly hard enough so that companies will once again look for ways to make cuts. Simplicity can save the day. Simplicity keeps the costs down, so start looking for ways to simplify now and cuts won’t be necessary in the coming months. As always, we will try and provide ideas that can help make your work/life simpler. Here is a quick thought for you: Have you ever stopped to think that worrying about something that isn’t done is greater than the effort it usually takes to do it?

So with those words of wisdom, let’s forget about the winter of 2008 – which sure wasn’t easy – and spring forward to the simpler times to come.

We enjoy your comments and suggestions so please keep sending them to us.

— Leo Gervais

take action, it is critical that your opening grabs their attention the second you begin, according to this new article from our regular columnist Stacey Hanke.

8 Canada has incentives > Canada has evolved business-wise to the point where planning incentives and conferences within Canada instead of elsewhere makes good sense, says our longtime Associate Editor Jyl Ashton Cunningham in this piece that explains why.

10 Internet enhancement > The possibility of virtual trade shows used to give show managers and exhibitors the willies, but the reality is the Internet has done nothing but enhance the real show experience for attendees.

14 Another myth debunked > Speaker extraordinaire Jeff Mowatt clearly states that treating customers fairly and equally is a mistake. He backs up this assertion with some sound arguments in this latest installment of his Influence with Ease column.

22 Influence > If we are fortunate, others have played an

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A SSOCIATE E DITORS G RAPHIC A RTIST S ALES C IRCULATION EXECUTIVE

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C ONTRIBUTORS

Leo Gervais lgervais@theplanner.ca Camille Lay clay@theplanner.ca Jyl Ashton Cunningham jashton@theplanner.ca Matt Riopel James Paulson jpaulson@theplanner.ca Tania Joanis, Patricia Lemus Debbie Barlow Stacey Hanke, Jeff Mowatt, Barry Siskind, Sharon Worsley

Cover photo: Photo montage by Matt Riopel and Leo Gervais.

2105 de la Montagne, suite 100 Montreal, Quebec H3G 1Z8 Telephone: (514) 849-6841 ext. 315 Fax: (514) 284-2282 We welcome your comments: info@theplanner.ca The Planner is a monthly publication distributed to professional meeting and event planners across Canada.

The Planner uses 30% recycled post-consumer paper.

Poste-publication No. 40934013 4

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important part in our life, sometimes unbeknownst to them. Sharon Worsley’s latest article takes a look at the many ways people influence us, for better or worse, and how we can support others in a positive way.

24 Take it outside > Our readers, as usual, have provided plenty of funny and relevant anecdotes about holding outside events and why planners need to embrace the challenge and joy of doing things outdoors.

28 Think New Brunswick > Although this Maritime province may be off the radar for some meeting planners, those in the know take full advantage of all this eastern province has to offer in amenities, service and venues.

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C HAT WITH A CONC I E RG E

This month’s Chat with a Concierge is with Virginia Casale, Concierge at the Sofitel in Montreal. She was president of Les Clefs d’Or Canada three times (the first Quebecer and first woman to do so) and is currently the General Secretary of the Union “Internationales des Concierges d’Hotels, les Clefs d’Or.” She has been a concierge at four major hotels during her 24-year career in Montreal, including the prestigious Vogue Hotel.

1. What unique services can you provide planners?

We will handle any and every reservation, from golf, hairdressing to Canadiens hockey tickets. Everything that is legal and moral, we will help our customers with.

2. What restaurants do you recommend in your city for groups? The restaurants we recommend usually have rooms for groups. These would include: Cavalli, Ferreira Café, Bice and Piment Rouge. A few of these also have catering services. For something out of the ordinary, I like to send people to the Time Supper Club or O. Noir where diners savour their meal in complete darkness.

There are similar restaurants in Paris and New York.

6. What are the best jogging or walking circuits you recommend? Depending on the person’s fitness level, I always recommend the McGill University campus because it is just down Sherbrooke Street from the Sofitel or I send them up to the top of Peel Street to access the steps to climb Mont Royal.

7. How much does/should a cab ride cost from the airport to the downtown core? We are located 20 minutes away from Trudeau International Airport (formerly Dorval Airport) and it costs $35 CDN for a taxi.

8. Tell us about some of your most outrageous guest requests. (Laughs) Well, there have been a few. Once when I was working at the Vogue, the wife of a famous F-1 race car driver asked to see a rodeo. I explained that I would be sending her to Calgary and she asked if she could be back in time for her hair appointment later that day.

Another time, a guest requested three moose heads for their cottage in Germany, which we found and had shipped!

Another guest requested two huskies be sent to his wife who was staying at a New York City hotel. So I hired a driver for $2,000 who picked up the dogs and brought them to the hotel with bows on their collars and a love letter which I had retyped for the gentleman.

Finally, a guest wanted to propose to his girlfriend so he ordered 24 dozen roses to “overwhelm her.” I was overwhelmed trying to find a place for all those flowers!

3. What nightlife do you recommend in your city?

Whenever possible, we try to suggest places to our guests that are close to the restaurant of their choice. So if they eat at Buonanotte I’ll recommend something on St-Laurent Boulevard. And of course, there is always the great bar scene on Crescent Street.

4. What interesting, off-beat or unique places do you recommend to planners? Schwartz’s deli is world famous and very unique. As well, perhaps a tour of upper Westmount to see the fabulous mansions and spectacular view. The “Et La Lumière Fut” sound and light show at Notre Dame Basilica is very underrated and it is held almost every night for only $10.

5. What are your not-to-be-missed places or things to see? There are so many, but to name a few: Beaver Lake and the lookout on Mont Royal as well as Old Montreal, including the Pointe à Callière Museum and Place Jacques Cartier. At the Clefs D’Or level, we all work together to make sure our guests are satisfied so we help each other to give the guests a great experience.

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Exploring must-have strategies for influencing others to take action

BY STACEY HANKE

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ou may be able to relate to one of the following challenges when you are trying to decide how to open a message: “I never know how to open and close.” “I tend to ramble.”

“Once I get started I’m OK.” This last statement is frightening. It sounds like you are saying, “Don’t listen for the first two minutes. Wait until I get going. Then it really gets good.” If you want to influence your listeners to take action, it is critical that your opening grabs the attention of your listener the second you begin and that your closing provides a summary along with a specific call to action.

Clarifying your objective is the first step to communicating a clear and concise message that gets to the point and influences your listeners to take action. Avoid beginning your message with the statement, “Hello my name is …“Today I am going to talk to you about …”

The reality is your listener knows who you are and why they have been asked to meet with you. Instead of using an opening that does not have meaning, clearly communicate your objective in 45 seconds or less when you open.

To clarify your objective, first get clear about the following: • Who are my listeners?

• What is my opinion?

• What do I want my listeners to do?

• What are the benefits of my message?

Once you have clarified your objective, you are ready to organize the opening and closing of your message.

OPINION If your listeners think you do not believe in your topic, why should they? To influence your listeners, share with them how you feel about your topic. If you do not, your listener may be confused about what you want them to do. Stating your opinion adds trust and believability to your message. Examples of opinion statements include: • Communication skills are critical to getting your message across.

• Our current position with the ABC project will either make or break our budget.

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• The launch of our new product is critical to the organization’s success.

State your opinion in the opening and closing of your message. This will increase the amount of information your listener retains and the likelihood they will take action.

ACTION STEPS: GENERAL AND SPECIFIC When you communicate directly to your listeners what you want them to do, you increase the likelihood that you will get the results you seek. Remember that this is the reason you are communicating the information in the first place.

If you are struggling to identify what action you want your listeners to take, you may need to ask yourself, “Is there a better use of my time and theirs to convey the information?”

GENERAL ACTION STEP A general action step states what you want your listeners to do while they are physically present during your message. This action step will be part of your opening. For example: • Stay open to the skills and techniques we will be discussing.

• Consider applying these new strategies.

• Explore the opportunities.

SPECIFIC ACTION STEP Identify a specific action that is measurable and quantifiable. A specific action step places commitment on your listeners. To generate action from your listeners, they need to walk away with a clear understanding of what you are asking them to do. You will state this action step in the closing of your talk. For example: • Set a goal by the end of the day on Friday identifying how you will practice and get feedback on the skills and techniques we have discussed.

• By the end of today, make a decision on the strategy you want to implement throughout your department.

BENEFITS When you ask your listeners to take action, they want to know, “What is in it for me?” If you are able to show your listeners the benefits of taking action, you increase the chances that they will comply.

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“Less is more” works

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Ritz-Carlton to close on June 21

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Identify two or three benefits your listeners will receive as a result of performing the action you recommend. For example: • When you set a goal by Friday stating how you will practice these new behaviors, you will increase your comfort level, enhance your credibility and boost your confidence.

• When you identify the strategy you want to put into place, you will begin improving performance.

You want to remind your listeners that your information is of value to them. The benefits may seem obvious to you, but your listeners need to hear and understand them.

Benefits are the most persuasive elements of your talk.

Your listeners will remember the first and last thing they hear. Therefore, be sure your message includes a powerful, dynamic beginning and ending that includes your opinion, the action steps and benefits for your listeners.

This week use these recommendations when you are preparing for a presentation, meeting, sales call or composing an email message. You may surprise yourself how powerful the concept “less is more” works to influence action.

Stacey Hanke is an executive consultant, author, coach and speaker with 1st Impression Consulting, Inc. in Chicago, Ill. Contact her at: stacey.hanke@1stimpressionconsulting.com or (773) 209-5970.

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The Ritz-Carlton Montreal, the oldest luxury hotel in the city, will be undergoing a redevelopment representing an investment of $100 million beginning at the end of June. The makeover will include a complete renovation of the hotel and development of some 35 luxury condominiums and 15 condo suites. The good news is that the hotel will be open in June and has recently been advertising its 3-night special for Grand Prix weekend June 6-8 starting at $625.

So, time is running out to have tea in the famous original Ritz garden or chat with Tommy Ciriello, their concierge extraordinaire.

On the Web: www.ritzmontreal.com

Tumi tracers are useful for travelers More than three million bags are lost in transit every year, and many more left in hotels, taxis and restaurants.

Tumi bags have a great complimentary service that was introduced in 1999 called the Tumi Tracer. The program, built around a unique, permanently fixed 20-digit individual product bar code, has helped thousands of Tumi customers reclaim their luggage and business cases.

On the Web: www.tumi.com

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Canada – The incentive’s right here!

BY JYL ASHTON CUNNINGHAM, CMP

THE EAST COAST Unmatched hospitality; Tall Ship races; strong traditions; fierce pride; unspoiled landscapes; night life and community spirit; whale watching.

Our country has evolved here are many reasons why planning incentives and conferences within Canada instead of overseas makes sense. No passport issues, no fluctuating currency affecting the bottom line, no shots required for various diseases, we have safe and reliable transportation and our weather is fairly predictable.

Bringing business to Canada supports the economy and gives planners more work in familiar surroundings.

The most important reason for showcasing Canada however is quite simply that it is one of the most beautiful countries on earth. There is something here for absolutely everyone, outdoors and in, without having to travel the length and breadth of the country to find it.

We have natural and man-made wonders of the world, Olympic-standard ski and sports facilities, nature watching beyond compare and a Great White North that is fast coming into its own as a one-of-a-kind tourism destination.

When researching what drives tourism to any of the Canadian provinces and territories, we asked 20 people, not all necessarily in the meeting and incentive industry, to name the first thing that came into their head to best describe what drives tourism in each major city. The answers are condensed into regions for the sake of space.

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THE WEST The Rockies; water sports; skiing; BC wines; temperate climate; 2010 Olympics; healthy lifestyle; the Calgary Stampede and other festivals; modern vibrant cities in rugged environments; arts and culture; the West Edmonton Mall; Via and Rocky Mountaineer scenic train journeys; outdoor pursuits; night life.

CENTRAL CANADA Vastness and beauty of surrounding landscape in the Prairies; plenty of lakes; art and culture in abundance; night life; festivals; community spirit; friendly people from all over the world; Niagara Falls; Ontario wine region; gourmet festivals; organic and local produce used widely; The CN Tower; Ottawa Tulip Festival and Winterlude.

THE PROVINCE OF QUEBEC Joie de vivre; historical districts and heritage; cosmopolitan lifestyle; French flair; elegant; The Montreal International Jazz Festival; the Just for laughs Festival; the Montreal Grand Prix; vibrant nightlife and fine dining.

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THE NORTH (TERRITORIES) Unsurpassed adventure; taste of danger and excitement; anticipation of the unknown.

From this small but effective survey, the common thread throughout the country is seen to be the community spirit and love of festivals, art and culture. Add the close proximity to open countryside (usually less than an hour away) no matter which city you are in and Canada’s appeal is increasingly attractive. Even within cities, magnificent parks and gardens create the illusion of being at one with nature. Victoria, Hamilton, Niagara and Montreal boast world-class botanical gardens with indoor and outdoor event space available to rent.

Halifax is home to the oldest formally-designed garden in the country and Vancouver has the stunning Dr. Sun Yat-Sen Garden, one of the best examples of a classical Chinese garden outside China.

Canada’s resort properties are among the finest in the world and are still reasonably priced in comparison to many other countries. It would be fair to say that CN hotels were among the pioneer group of bringing Canada to the attention of the rich and famous, when they built a series of luxury hotels (now owned by the Fairmont chain) across Canada. To many overseas visitors, Chateau Lake Louise, The Banff Springs Hotel, Château Frontenac in Quebec City, to name just a few in the chain, are the epitome of historic grace and charm and definitely worth a visit.

Canada has never been afraid to evolve when the going gets tough. When the oil market died down in the ’80s, the west fast became a centre for IT companies.

When the IT market faltered, the oil market revived, bringing families flooding into the west and creating huge demands for housing and employment.

Likewise, when tourism was deemed no longer enough to bring visitors to Canada, hotels soon redeveloped as corporate and incentive event destinations, marketing themselves as conference and convention venues and partnering with nearby non-accommodation convention centres.

There is strong evidence to suggest that while Canada has an international reputation for being an outdoors destination, world-class festivals and events are fast catching up in the visitor attraction stakes.

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We’re a country of festivals, especially in the summer CONTINUED FROM PAGE 8

No matter what time of year, there is always some kind of festival taking place in just about every region, raising awareness and bringing valuable revenue to areas that might not survive as effectively without it.

Montreal is the perfect example of how bringing festivals and events to a city outside of the tourist season can revitalize its economy and community spirit. The Festival of Lights is held in February, with a wonderful mix of gourmet cuisine, fireworks and music. Winnipeg is host to The Voyageur Games, a 10-day event celebrating the pioneer spirit and courage of the fur traders in the city’s French Quarter. First Nations festivals and pow-wows are ideal events to showcase Canada’s heritage and are held in all regions where reservations are located.

A visit to northern Canada should be on everyone’s Bucket List (things to do before you “kick the bucket”).

Apart from the outstanding scenery and sheer enormity of the region, there are also unusual activities that just can’t be experienced elsewhere. Polar Spring Adventures offers nine-day excursions to Pond Inlet, far into the northern region. The itinerary is amazing and the experience unmatched. The excursion involves some camping, so it may not be for everyone.

On the Web: www.polarspringadventures.com

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The Canadian Tourism Commission has moved ahead in leaps and bounds to promote Canada to overseas visitors. Their informative website suggests all kinds of wonderful things to do right across the country, complete with dates, full descriptions and web links.

Definitely worth a visit.

On the Web: www.corporate.canada.travel WHEN THE INCENTIVE ISN’T STRONG ENOUGH While the ideal scenario would be that everyone does all their conference and incentive business right here in Canada, there are going to be situations when it just doesn’t make sense. If the majority of the delegates are in Europe, if time is short and money tight, it would be impractical to bring them all to Canada. If a February meeting calls for sun and sand, this is definitely not the place to be (although if Dubai can bring snow to indoor venues, who knows what some enterprising and very rich entrepreneur might dream up as the next, “Defy Nature” indoor hotspot in our snowbound winter.

When bringing incentives to Canada, consider doing an evaluation at the end of the trip, including what, if anything, the client did not like about Canada.

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How the Internet can enhance your trade show experience

BY BARRY SISKIND here was a moment in the ’90s when the thought of “virtual trade shows” sent shivers up the spines of some show managers and exhibitors who thought the Internet would mark the death of the world’s oldest marketing tool. Well, a decade and a half later, and we know that all that fuss was for not. Not only have shows continued to thrive, they have done so living side by side with the Internet.

Using the Internet makes a great deal of sense. It can save time, help you focus and ensure that you are participating in the right show.

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Here are a few hints and helpful sites to visit before your next show.

1. FINDING THE RIGHT SHOWS. Gone are the days of the hard copy, telephone booksize show directories. Sites such as www.tsnn.com, www.expotop.com or www.eventseye.com, offer exhibitors a helpful and easy to navigate way to learn about thousands of show options.

2. LEARNING ABOUT YOUR SHOW Every show has a dedicated website. Some shows have replaced their bulky exhibitor manual and have put everything you need to know on-line: the floor layout, the show program, timing, links with the show suppliers, attendee profiles, show rules and so on.

3. PROMOTING YOUR PRESENCE You have two on-line options to promote your presence at a show: your company’s website and the show website. a. One of your marketing thrusts should be to direct traffic to your website. This activity opens up a terrific no cost way of promoting your presence at a show. A banner ad on the first page of your site will let your audience know where you will be exhibiting. b. Show managers will often provide live links from each exhibitor’s website to the main show website.

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4. FIND OUT ABOUT YOUR SHOW MANAGER AND BEST SHOW PRACTICES Throughout the world there are many associations that have incredibly helpful websites. Here are some noteworthy sites to give you a taste of examples of what is in store for you.

International Association of Exhibits and Events www.iaee.org Union des Foires Internationales www.ufi.org Canadian Association of Exhibition Management www.caem.org Hong Kong Exhibition and Convention Industry Association www.exhibitions.org.hk Center for Exhibition Industry Research www.ceir.org 5. MEDIA There are a number of publications that are dedicated to the exhibition industry. They report on such things as trends, industry trends and statistics, best practices, case studies and profiles of industry leaders. Here are a few examples. Check their websites and see what’s in store for you.

Trade Show Week – www.TradeShowWeek.com Exhibitor Magazine – www.exhibitornews.net Trade Show Expo – www.trade-show-expo.com Expone Magazine – www.revistaexpone.com Feira & Cia – www.feiraecia.com.br Exhibit and Events – www.exhibit-event.com 6. INDUSTRY TRADE SHOWS Where do exhibitors go to learn? The answer in addition to many of the sites already listed is to attend one of the few trade shows dedicated to the education of exhibitors.

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Exhibitors also go to tradeshows to learn You can learn about these annual events by visiting such sites as: www.exhibitoronline.com/exhibitorshow, www.tsea.org and www.exposystems.com.br.

7. VENDORS Vendors are easily found by simply googling the type of vendor you are looking for. One good place to start is www.Trade Show Store.com 8. SELLING HARDWARE If you have dated or slightly used hardware that is taking up space in your warehouse there are sites that you can use to sell them. Visit www.exhibittrader.com, and www.boothfinder.com and learn the details.

That should get you started. Happy surfing.

If you happen to run across a helpful site let me know about it.

Reprinted with kind permission from the author. Barry Siskind is North America’s foremost trade and consumer show expert, president of International Training and Management Company, and the author of several books. Visit his website: www.siskindtraining.com or e-mail him at: barry@siskindtraining.com.

On the Web: www.siskindtraining.com

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T.O. presentation highlights uniqueness D

id you know that Toronto has the only City Hall that appeared in Star Trek? That Amelia Earhart was a nurse’s aid here during WWI? That the Ian Fleming character James Bond may have been named for a church at Avenue Road and Eglinton? That the city has two office towers that are coated in a million dollars worth of gold?

These are just a few of the fun and fascinating facts touched in an intriguing new virtual ‘welcome to Toronto’ offered by travel journalist Lucy Izon.

Lucy Izon created the PowerPoint presentation for groups arriving in the city. It’s ideal for a welcome breakfast or lunch. Izon’s virtual tour highlights Toronto’s key sites, with a focus on quirky facts and intriguing ways this Canadian city connects with the audience – through famous people, discoveries and events.

Quiz questions and cool prizes are part of the presentation fun. Prizes included bottles of Dan Aykroyd wine, Wayne Gretzky wine, St. Lawrence Market treats, etc.

Lucy Izon is the creator of the popular website: CanadaCool.com. She has been published for 30 years in leading North American newspapers and magazines, including the Los Angeles Times, Chicago Tribune and Toronto Star. She is a contributor to Chicken Soup for the Traveler’s Soul, and was the 2005 award-winner for 'Travel Journalism in the U.S. Market' from the Ontario Tourism Marketing Partnership Lucy will preview the presentation for meeting planners. For more info visit canadacool.com, or contact her: lucy@canadacool.com, tel: (416) 964-2070.

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Websites of

interest

Excel tips http://exceltips.vitalnews.com/ If you’re like many other busy planners, you need to do a good amount of number crunching. Most businesspeople today prefer to use Microsoft Excel, the formidable spreadsheet program.

Allen Wyatt’s Excel Tips is chock full of wonderful and useful tips to help you with virtually any aspect of this powerful software. Highly recommended.

Everything you need to know about Canadian tourism www.canadatourism.com As planners know, tourism is one of Canada’s most important industries. This federal government website is replete with up-to-date info on all aspects of the industry.

Especially useful is the research and statistics section which helps paint an accurate picture of the industry landscape.

Everything you need to know about Canadian tourism www.bplans.com A person without a plan is lost... or so the saying goes.

The Bplans.com website provides you with dozens of free, sample business plans. It’s amazing how this important step is not given the attention it deserves by so many people starting a business.

Canadian Federation of Independent Business www.cfib.ca CFIB has been a big voice for small business for over 35 years with 105,000 members nationwide in every sector. A useful site for any independent planners.

If you have a Website you think fellow planners might find useful, send us a note at: info@theplanner.ca.

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Check your Top Ten(t) checklist to ensure you have a great event Brian Newman of Acme Tent Rental provided the following checklist that will prove invaluable when you are looking to rent a tent for your event.

1. What is your budget?

There are many variables that can be part of a tent reception, so it is wise to be honest about the amount you have to spend on the total event.

2. Where’s the venue?

A site visit is always recommended to determine what space is available and verify the grade of the land including obstructions, if any. Brian develops floor plans with precise details for his clients on a planning board that provides an overhead view.

3. Will there be a buffet, bar, bandstand or DJ? The placement of these requirements if needed is important in the overall floor plan. The types of tables and seating arrangements are also crucial to the plans.

4. How much space will you need?

Marry the site to the number of people on the guest list and the use of that space. For example, the cocktail area may be used for dancing later.

5. Do you need a floor?

Brian highly recommends a floor for most events where ladies may be wearing high heels or where there is a possibility that the ground may not remain dry due to uneven terrain—it’s an insurance policy for any event.

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6. Spend money where warranted.

Priorities in spending are important. A choice of less expensive décor or tent accessories might afford the client the investment in a floor.

7. What are the electrical requirements?

If you have a caterer, a band, lighting, photography, video, or audiovisual you must make sure that the electrical supply is adequate. A generator may be needed if there is not enough power onsite. The last thing you want is not having the proper electrical service for your event.

8. Do you need heating or A/C? Depending on the weather, you may need to heat your tent or offer a cool respite for your guests.

9. Look at examples.

Professional tent rental companies like ACME provide photographs, videos, or websites for clients to view successful jobs they have done.

10. Use a professional.

You only have one chance to make an event memorable, so ensure success by using someone with a reputation for experience and reliability.

Please see our related article on tent terms on page 27.

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The myth of treating people fairly and equally

BY JEFF MOWATT

’ll just come right-out and say it. I believe that treating customers fairly and equally is a mistake.

It’s unprofitable. It belittles customers and employees.

And it’s unethical. There, I’ve said it.

Certainly, we should treat people fairly – but not equally. I’m not advocating some Orwellian decree that ‘some animals are more equal than others’. This has nothing to do with a customer’s value as a person. It has to do with bending so-called ‘rules’ to give exceptional customers the kind of unique service they deserve.

In my many years working as a consultant and trainer with dozens of companies and bureaucracies, it’s unfortunate that I continue to encounter employees who buy in to the myth of the virtue of treating all customers equally. If this is the case in your organization, consider this scenario...

Imagine that as part of your daily routine, you stop into your local convenience store to buy a coffee and newspaper. The store employees know you by sight.

One day you find yourself needing to change a $100 bill. You stop in, pick up a couple of items and pay for them with the hundred. The store has a policy that they don’t accept hundreds, so the cashier simply refuses you. You are fully aware that they make more than that much change every 15 minutes. You also know that when added up, you’ve given them hundreds if not thousands of dollars worth of business over the years.

Yet they refuse to grant you this slight favor. How’s your customer loyalty now?

Refusing your $100 bill would have been an incredibly bad decision on the part of the cashier as well as the management who created the ‘rule’ that permits no exceptions for the store’s best customers. The problem is that by definition a ‘rule’ treats everyone equally – whether it’s fair or not.

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WHAT IF WE TREATED OUR CHILDREN THIS WAY? Imagine the consequences of a parent treating their six-year-old and seventeen-year-old equally. That would mean telling the younger child, “Make sure you are home from grade one by midnight!” Most people appreciate that it makes sense to treat children fairly. It would, however, be a mistake to treat them all equally, 14

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and apply the same rules regardless of their ages. That’s more than just a mistake; we might even call it immoral.

WE ALREADY DISCRIMINATE IN THE WORKPLACE There’s a certain irony to taking this approach to the workplace. The same individuals who assume that all customers should be treated equally, often have no objection whatsoever to the organization offering preferential parking and restroom facilities to customers with disabilities. Yet, that’s a blatant example of treating customers fairly but not equally. I don’t know of anyone who objects to organizations giving better parking spots to the disabled. Yet, every day we hear employees using inane statements like, “If I did that for you, I’d have to do it for everyone.” The challenge for business owners and managers is providing the kind of training and authority that front-line employees need, so that they will make more appropriate on-the-spot decisions for customers.

THE TRUTH ABOUT WORD-OF-MOUTH “What happens when customers talk to each other?”

That’s one of the most common concerns I hear from employees in my training sessions where we address this subject. They are afraid that if they accommodate one customer’s special request, then that customer will talk to other customers, and the employee will be pressured to do the same for everyone, which, of course, they can’t do. In other words, they’re going to have a lot of unhappy people out there if they accommodate special requests.

This is the kind of convoluted logic that stems from the underlying belief in treating everyone equally (not necessarily fairly). Another way of putting it is: I’m afraid that if I provide an extra service for one customer (because we made an error or the customer does a lot of business with us), then I’m going to disappoint other customers whose circumstances don’t warrant the extra service. So to avoid disappointing some people, we’ll just make a rule that no one gets special treatment. That way, we’ll just disappoint everyone, including customers whose unique situation deserves extra service.

Customers understand the concept of fairness.

PLANNER

CONTINUED ON PAGE 19 April ’08

New book from Schwarcz opular Montreal Gazette columnist and chemist Joe Schwarcz recently released his sixth book, An Apple A Day: The Myths, Misconceptions and Truths about the Foods We Eat. Schwarcz is well known for his humourous and informative style, making science accessible even to those who weren’t so successful with calculus and bunsen burners. Schwarcz, who has also appeared in The Planner, takes his knowledge of food chemistry and applies it to today’s top food misconceptions, myths, trends and questions with a lighthearted approach. n addition, he clears up the confusion about contaminants (does that cucumber have pesticides on it and should I eat it?) and tackles the trans fat dilemma we all have when deciding if that chicken burger is actually made of real chicken. Recommended. ($32.95, hardcover)

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I

Sudoku

Sponsored by the Centre Mont-Royal Centre Mont-Royal introduces Theatre Symposia A grand, state-of the art 730 fixed seat venue for your next seminar, concert, film premier, fashion show, awards presentation, graduation… www.centremontroyal.com

Fill each square with a number from 1 to 9 so that every number appears only once in each row, column and cell.

SOME SUDOKU RESOURCES ON THE WEB: • www.websudoku.com •www.sudoweb.com •www.dailysudoku.com •www.sudokupuzz.com

Customers share information CONTINUED FROM PAGE 14

If I’ve never been to a particular convenience store and suddenly walk in just to change a hundred-dollar bill, I’m not likely to get outraged when the employee explains that they don’t have enough change on hand so they can't help me. If, on the other hand, I’m doing business there every day, I’m more likely to be upset if my store won’t make change for me when I know they make that much change every 15 minutes. If they do make an exception for me because I’m a good customer, I’m not going to rush out, phone all my friends, and tell them, “Hey, my convenience store made change for me, and they don't usually accept hundreds!”

Customers rarely go out of their way to talk about good service. The occasion when customers share information about a business is when the service is bad. Bottom line: employees needn’t worry about possible negative ramifications of taking extra care of good customers.

What they should be far more concerned about is the negative impact of treating all customers the same.

LEVEL: EASY

LEVEL: INTERMEDIATE

Solution, page 26

Solution, page 26

This article is based on the critically acclaimed book Becoming a Service Icon in 90 Minutes a Month, by customer service strategist and professional speaker Jeff Mowatt. To obtain your own copy of his book or to inquire about engaging Jeff for your team, visit www.jeffmowatt.com or call 1.800.JMowatt (1.800.566.9288).

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D AT E B O O K Upcoming Events April 18-20, 2008 Meeting Professionals International, European Meetings and Events Conference, ExCel London, London. Contact: (972) 702-3000, www.mpiweb.org.

April 22-24, 2008 IMEX, Worldwide Exhibition for Incentive Travel, Meetings & Events, Messe Frankfurt, Germany. Contact: (011) 44-1273227311, www.imex-frankfurt.com.

May 11 – Mother’s Day May 19 – Victoria Day

May 18-20, 2008 Association of Corporate Travel Executives, global Conference, Grand Hyatt, Washington, D.C., Contact: (703) 683-5322, www.acte.org.

May 28-June 1, 2008 The Incentive Research Foundation, 15th Annual Incentive

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Invitational, Atlantis, Paradise Island, Bahamas. Contact: (305) 234-1077, www.theirf.org.

June 11-14, 2008 Society of Government Meeting Professionals, Annual Education Conference, The Anatole Hotel, Dallas. Contact: (703) 549-0892, www.sgmp.org.

June 24 – Saint-Jean-Baptiste Day (Quebec) July 1 – Canada Day

July 25-29, 2008 International Association of Assembly Managers, Annual Conference & Trade Show, Anaheim (Calif.) Convention Centre. Contact: (972) 906-7441, www.iaam.org.

July 27-30, 2008 National Business Travel Association, Annual International Convention & Exposition, Los Angeles Convention Centre. Contact: (703) 684-0836, www.nbta.org.

August 9-12, 2008 Meeting Professionals International, World Education Conference, Mandalay Bay Resort Convention Center, Las Vegas, Nev. Contact: (972) 702-3000, www.mpiweb.org.

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April ’08

The power of music for planners

BY LEO GERVAIS

Music is the mediator between the spiritual and the sensual life.

– Ludwig van Beethoven

here are many researchers who have found that music enhances mood and well-being. Planners have long known that an event is not quite an event without the proper music – think of a wedding or a party without dancing, for example. The list is long of the benefits of music, and the following are some examples:

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• Every parent knows the effect of lullabies on babies, but did you know they work on adults too? Play 45 minutes of soft music before you climb into bed and you can enjoy all the benefits of a lower heart rate and slower respiration in addition to quality sleep.

• Music can improve your workout, your lungs and your smarts. Listen to the music while you use your elliptical machine or jog in your neighbourhood and you’ll go farther than if you exercised sans soundtrack.

And the combination of your favourite Josh Groban song and exercise bike boosts brainpower more than either alone, according to scientists.

• And that high-voltage rock ’n’ roll from AC/DC can even make you less susceptible to the common cold, believe it or not. Just half an hour of iPod time not only lowers the stress hormone cortisol and boosts feel-good endorphins but also fortifies the immune system by raising levels of immunoglobulin A, a prime defense against upper respiratory infection.

• We all remember our tortuous piano or recorder lessons from our childhood. But Mom and Dad were on to something: Studying music enriches children’s learning in the long term. Music lessons can affect the brain stem’s activity sensitivity to sound, so kids’ language skills improve and verbal memory is enhanced. Playing an instrument can even raise a child’s IQ as music and mathematics are related; there are many musicians who are both adept at their instrument and math.

April ’08

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Reprinted with permission from The Pocket Encyclopedia of Aggravation by Laura Lee, originally published by Black Dog & Leventhal Publishers. On the Web: www.bdlev.com/ Price on www.amazon.com: US$10.

THE SCIENCE OF PLEASURE THROUGH MUSIC According to The Pocket Encyclopedia of Aggravation

by Laura Lee: “The sacculus, a tiny organ in the inner ear, is part of the system that controls the sense of balance. It does not appear to serve any function in hearing, but it does send messages to the hypothalamus, which controls the human appetite for food and sex. The sacculus is sensitive to sounds over 90 decibels, which may send a kind of pleasure to jolt the brain.

“The distribution of frequencies that are typical in rock concerts and at dance clubs almost seem designed to stimulate the sacculus,” said Neil Todd, who led a research team at England’s Manchester University studying the subject. “They are absolutely smack bang in this range of sensitivity.””

TIPS ON GETTING MORE OUT OF YOUR MUSIC So now you know how and why you love music. But what can you as a planner do to enjoy it more? Start by plugging your iPod player into a home stereo with a dock. This will deliver clean audio while charging the unit. Secondly, invest in some good headphones. Prices range from $50 to $1,000, so be sure to test drive your new ’phones before buying and groovin’ to some tunes.

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Who has influenced you?

BY SHARON WORSLEY

ow that I am in my forties I look back at my life and notice all the people that have been part of my ‘team’. They have included teachers, trainers, employers, friends, mentors, fellow employees, family and even good books written by enlightened authors.

They have all been contributors in some way to my success as a professional in my career and in whom I have become as a citizen of the world. Some of them know the impact that they have had on my life and others passed through so quickly I wasn’t fully aware of their influence until they had stepped from my path.

Yet each of them taught me lessons of life that have either been indelibly inked into my DNA or perhaps were simply there for me when I needed them most.

If you were to take some time to consider the people that have impacted your life and helped you become the person you are today, who would they be? Were they fellow employees who helped you learn the job when you were new, a first grade teacher who helped you make the sometimes awkward transition from kindergarten, or perhaps it was a neighbour who comforted you when you fell and scraped your knee while trying to learn to ride?

For many of us, we have been supported by people surrounding us at work. Considering how much of our lives we spend at our jobs it is only natural to be influenced and supported in this environment.

Maybe it was someone older and wiser in your profession that stood up to be your mentor either officially or in a more informal capacity. Nevertheless, they have been there guiding you and assisting you as you move up in the world.

If you take time to reflect on the impact they had on your life would you be able to clearly articulate the results of such relationships? What would you say to them?

Let’s say you have the chance to meet up with someone that did in fact impact your life somehow, what would you want to say to them? What would you want them to know? How would you share this with them?

You never know how much it might mean to someone who has absolutely no idea that you even remembered them, let alone find out that indeed the time you spent together was more meaningful than they would ever realize.

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Perhaps the best way is to become very present to what you were like prior to their involvement and what changed for you. Maybe you can’t measure the change in dollars and cents or in something more concrete, but you know that your life was transformed in some way by your paths crossing, even if it was for a short time.

Maybe you have been on the receiving end of a conversation like this from someone that appreciated your efforts and attention. If so, what did it mean to you to find out that you had influenced or supported someone else?

CIRCUMSTANCES CAN AFFECT WHO WE ARE Not only people but circumstances can also greatly affect who we become in the world. Perhaps you have worked in an environment that was very nurturing and supportive and that allowed you to learn and grow in your profession. On the other hand, maybe you have experienced great pain and sadness and this has helped to shape you to be the person you are now.

The good news is that only you get to decide what you take away from every circumstance. Yes… you read that correctly. Here is the thing I know for sure, no one can make us feel anything we don’t want to feel. You have that power!

You can decide to take a negative circumstance or a negative reaction from someone and learn from it. The gift there for you – as every interaction ,whether positive or negative, has a hidden gift – is that we can take something away from it.

CONSIDER WHO IS ON YOUR TEAM I have come to realize that it is important to consider and recognize who is on your ‘team’. Are they looking out for your best interests by watching your back and are they prepared to ask you the tough questions that no one else will, so as to support your continued progress?

Are you constantly on guard with both your actions and your words around certain people in your life? Do you find yourself feeling uninspired about spending time with them, or do you even try to avoid spending time with them? Afterwards, do you feel drained of energy or feel negative in some way? This might be an indication to you that it might be best to limit your time in the company of this person.

If they are family or coworkers you might feel like you have no choice in the matter. So while you might have to some spend time with them, you can limit it as much as possible and watch how you respond to them in the interactions you have.

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CONTINUED ON PAGE 23 April ’08

Will your team stand behind you or will they disappear...?

>

FAA punishes Southwest

CONTINUED FROM PAGE 22

If there is negativity being expressed in conversations you don’t have to fall in the trap and join in.

When times get tough will your ‘team’ stand behind you or will they disappear when things get uncomfortable?

Experts say that we are the product of the 5 or 10 people we surround ourselves with. If that is even partly true, then what does that say about you? And how will it effect the success in your life? What does that say about your team members?

HOW ARE YOU SUPPORTING OTHERS? Conversely what does the previous statement say about you as a team member in someone else’s life. Are you worthy to be there supporting others? If you expect the best from your team, how are you showing up as a team member for someone else?

Sharon Worsley, CEO of Live With Intent, is a personal leadership coach and motivational speaker. Her signature keynote ‘Live By Choice, Not By Chance’ assists individuals and organizations to become clear on how they can ensure the quality of their life or organization. Sharon can be reached at sharon@livewithintent.com.

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Industry News

The U.S. Federal Aviation Administration is trying to collect a $10.2 million fine from Southwest Airlines as punishment for operating 46 planes without having conducted mandatory inspections for fuselage-fatigue cracks.

According to the FAA, Southwest realized it had not been performing the required inspections between June 2006 and March 2007 and yet continued to use the planes. The particularly large fine “reflects the serious nature of these deliberate violations,” according to the FAA. When the planes were finally inspected, fuselage cracks were discovered on six of them.

EIBTM attendance goes up Global meetings and incentives exhibition EIBTM finally has confirmed the audited numbers for its 2007 show in Barcelona, Spain.

According to the ABC audit, total attendance was up more than 20 percent over the 2006 exhibition, to 7,218 (3,892 visitors and 3,326 hosted buyers). More than 400 companies exhibited for the first time in 2007, and scheduled appointments were up 17 percent, to 40,094.

On the Web: www.eibtm.com

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Take it Outside contest survey Ed. Note: We asked our faithful readers to “Tell us about an unusual outdoor meeting/event setting which you have used.” The response we got was great, and here are some of our favourites.

I have held meetings on the beach, on a private island with wild horses and chickens running loose around us and on boats. I have held a dinner outside at a haunted plantation mansion in Jamaica where just steps away was the above ground tomb of the “White Witch” (original owner) who apparently haunted the property.

I have also held a dinner on a polo grounds in Palm Springs, in a rainforest, in an open air house in the hills of Puerto Rico, and in a tree house at the San Diego Zoo. Veronica Love-Alexander Royal LePage Real Estate Services Don Mills, Ontario This happened quite a few years ago but I’ll always remember it!

I was escorting an incentive group to Hawaii and we held an outdoor reception at Magnum P.I.’s bar. Now that alone dates me! I can still hear the screams as everyone went running when the Tom Sellack lookalike pulled up in his red Ferrari! It took a little while for people to realize that it wasn’t actually him but the few minutes of excitement and the adrenaline rush were well worth it. The very charming look-alike spent the evening with us, allowed us to have our pictures taken with him (I still have mine) and partied with us all night. I’ll never forget this event and I don’t think the attendees will either!

Linda Drisdell Hotel Management International Montreal, Quebec We hosted a mountain biking event at Silver Star Mountain in Vernon, B.C., back in 1999. Many of the staff had never even ridden a mountain bike before, so we planned a meeting for everyone at the top of the mountain, which meant that everyone had to ride up to get to it. The ride took place very early in the morning, so the sun was only beginning to crest the horizon and there was still a fine mist in the air – it was beautifully eerie and peaceful. All the riders were staggered and much of the journey was spent riding solo. By the time we reached the top, the sun was warming up the hill, and throwing a beautiful glow over the landscape.

The view was absolutely breathtaking, and we all stood gaping at it in pure reverence while we drank a delicious dark roasted coffee. Not only did we experi24

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ence what the riders of this event would experience, but it was also a very “spiritual” experience for everyone.

We stationed some Coleman burners and actually cooked breakfast – bacon, beans, eggs and bread – nothing has ever tasted so good!

Our meeting took place while we ate breakfast on the grass, wrapped in blankets, and beheld a phenomenal view. We all felt great about ourselves for riding up a mountain, and were that much closer to knowing what the racers of this event would experience themselves. It was the best outdoor meeting I have ever attended!

Krystyna Roberts Lombard Canada Toronto, Ontario After the afternoon golf tournament for a Canadian insurance group of 300 staying at the Marriott Desert Springs,we set up a stage just off the putting green along with benches for eating. We set-up a buffet dinner, gave out red, white or rosé wines, and blankets to sit on. Then, we had the San Diego Symphony Orchestra play light classics like Rhapsody in Blue, etc.

It was an enjoyable and romantic evening.

ARABIAN NIGHTS EVENING This was for the same group and took place at the Living Desert outside Palm Springs. We set up a large clear-sided tent for dinner. Prior to dinner we had camel rides for the guests and varied fortune tellers kept the ladies lined up and engrossed. Dinner was served on low tables and guests sat on stools or large cushions.

Entertainment, included belly dancers, a magician and for the ladies, our guest sultan for the evening was good friend and heart throb, Omar Sharif. Many photos were taken this evening.

For another group of 100 to Tenerife, Canary Islands, during an island tour we stopped halfway up Mount Teide, Spain's tallest peak, which has interesting volcanic rock formations.. There we served a picnic lunch of Paella and Sangria wine. For those who needed a hot drink in this somewhat cool location we also served "La Mumba" (Hot Chocolate with Cognac). Whether it was the food , the quantities, or the drinks, most of the group slept during the remainder of the tour.

We have many more stories to tell from our 37 years in business.

Aubrey Harmes Convention Planners International Toronto, Ontario

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Outdoor events often present special challenges I’m glad to share with you one of our outdoor events which is remembered by all of our staff and still talked about today even though it was six years ago.

We did an event for Nissan Pathfinder at the top of a ski hill in Montreal. Challenges – hundreds of them.

There was no water supply although one was promised during initial discussions. The road to the top was not used as a road throughout the year, but it was a road for this event! We had to fill 100-cup coffee urns up with water from a local gas station six times per day.

Needless to say that the coffee urns were only half full when they reached the top.

Due to the limitations on road usage because of the off roading schedule for the participants, many services were turned away at certain times of the day: i.e. porta-potty cleaning was one of them – that was a bad day for our crew. The event was four days long and we had to feed them breakfast, lunch and dinner. We bought out all of the baguettes in town as well as all of the creton in the area!

It was an amazing experience for our team: long hours: (5 a.m. -8 p.m. for four days), an amazing view, fabulous fresh air, captive audience of appreciative participants and a bag full of new challenges for an experienced caterer.

The Planner is looking amazing these days – keep up the great work as it is appreciated by us in our office.

Deborah Macfie Gourmet Cuisine Mississauga, Ontario

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Never forget your friends The book The Anatomy of Buzz

by Emanuel Rosen, states thatfriends and relatives are the number-one source for information about places to visit or about flights, hotels or rental cars, according to the Travel Industry Association. Of the people they surveyed, 43 percent cited friends and family as a source for information.

“My father always used to say that when you die, if you’ve got five real friends, then you’ve had a great life.”

Lee Iacocca April ’08

I used an amusement park for our quarterly meeting.

The “formal” part of the day began at the park’s theatre with presentations from company executives and awards distributed to employees by local entertainers. We then had a picnic lunch together followed by free time in the afternoon for everyone to explore the amusement park.

Another time, I organized a team retreat at a local vineyard. We began with a tour of the facility with a short lesson about wine and wine making. Our planning session was then held in a gazebo located in the middle of the vineyard. It was a great feeling to be outdoors, yet the location was completely isolated allowing us to concentrate on the task at hand.

Rawle Borel Jr. Sugarfoote Communications Toronto, Ontario

The winner of the $500 gift certificate for the Distillery District is...

Veronica Love Alexander of Royal LePage Don Mills, Ontario Congratulations and thanks to everyone who participated!

Green tips of the month

Here are five easy ways to become part of the green movement: 1. Use compact fluorescent light bulbs in your workplace 2. Avoid excess packaging 3. Avoid using cars – walk, cycle or use public transportation whenever possible.

4. Drink fair trade coffee 5. If your workplace doesn’t currently recycle its electronics, try creating an in-house program.

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Hotel News PKF REVISITS ITS PROJECTIONS Perhaps the recession is upon us after all.

PKF’s first-quarter 2008 Hotel Horizons report revises its 2008 projections for the American hotel industry.

The lodging research and consulting group says the rise in revenue per available room, initially forecast to increase 4.5 percent over 2007’s RevPAR, has been trimmed to 3 percent. In addition, of the 50 major cities PKF tracks, only 29 will achieve that 3 percent or higher.

Occupancy levels now are predicted to decline 1.6 percent in 2008, with luxury hotels suffering the greatest decline in occupancy, as companies seek to control travel spend in a perceived economic downturn. The average daily rate is expected to increase 4.7 percent this year over 2007.

Our prediction is that it won’t happen so watch for a minus sign to appear as planners discover they have lots of room to negotiate.

THE PLAZA REOPENS IN THE BIG APPLE The historic 282-room Plaza Hotel in New York City reopened on Saturday, following a two-year, $400 million transformation.

The hotel’s Grand Ballroom, which seats 500 to 700 guests, reopened in January, with its neoclassical features restored and revamped lighting and sound equipment.

Included in the unveiling last week were 21,000 square feet of new meeting space. Amenities to debut later this year include a collection of boutiques, the Caudalie Spa, and the reopening of the Oak Room and the Oak Bar. On the Web: www.fairmont.com/theplaza

HILTON REDUCES ENERGY CONSUMPTION Hilton Hotels has revealed that it has delivered energy savings of over 10 per cent in 2007 across its portfolio of more than 80 properties in Europe. Water consumption also fell by an impressive five per cent, the equivalent to nearly 75 Olympic sized swimming pools or a staggering 187 million litre water bottles.

“We made a commitment in January 2006 to think green, and take action to switch to more environmentally sustainable methods of working” said Wolfgang M. Neumann, President Hilton Hotels-Europe. “The latest results show that we are on course to achieve our 2009 target of reducing energy consumption by 15 per cent, highlighting our continued commitment to reducing the impact of our hotels on the environment in which they operate.”

Ed. Note: Watch for more info on Hilton in our June Green Guide.

> ANSWER EASY SUDOKU FROM PAGE 19

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F.Y.I.

We love hearing stories like this... At Avtec Professional Audio-Visual Services, we hear that any employee who stops smoking receives a $500 bonus after six months. Avtec, which has been in business since 1987, has been offering this incentive for over 15 years, according to their Operations Manager Don Murray. Although some employees who had quit did resume smoking later, many quit for good. If your company has programs such as this in place, please let us know so we can tell other planners about it.

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April ’08

Tent terms and sizes for planners Party Canopy – A lightweight covering designed to shelter against the sun or light rain, usually supplied as an inexpensive do-it-yourself tent rental. Includes one or more center poles.

Pop-Up Canopy – A small, lightweight, collapsible frame canopy with a fabric covering. Provides shelter and protection from light rain and usually provided as a do-it-yourself rental tent which may be erected and removed quickly.

Frame Tent – A professionally installed party tent consisting of a canvas or vinyl top stretched over a metal frame and containing no center poles.

Pole Tent – A heavy duty party tent made of canvas or vinyl supported by poles around the perimeter and in the center. Pole tents must be installed by professionals and will shelter against most bad weather.

Marquee– A long, narrow tent structure used mainly for sheltering walkways or defining an entry to a tent.

Stand Up

Full

Sit Down

Cocktails

Sit Down

Buffet

16’ x 16’

45

26

35

20’ x 20’

65

40

55

20’ x 30’

100

60

85

30’ x 30’

180

100

125

40’ x 40’

350

240

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Hotel News GROUPE GERMAIN OFFERS SPECIAL CAR SERVICE Talk about knowing what the customer wants: Groupe Germain, in partnership with Audi Canada, provides a Signature Audi Car for the exclusive use of Hôtel Le Germain Montréal and Hôtel Le Germain Toronto guests. This unique offering highlights the high quality service customers of Groupe Germain have come to expect and appreciate.

In related news, W Hotels and Acura recently launched the ‘Acura Experience’, featuring a livery service available only to guests of W Hotels. All 18 W Hotels in North America will offer this chauffeur service for driving around town in Acura’s 2008 MDX. On the Web: www.groupegermain.com www.whotels.com April ’08

HOTEL PROFITS DROP

The widening gap between Canadian spending abroad and foreign tourism spending in Canada is limiting the profit outlook for the accommodation industry over the next four years.

Canada's hoteliers can expect profits to drop by almost 26 per cent to $822 million in 2008, due to the continued decline in spending by American tourists, according to the Conference Board's Canadian Industrial Outlook: Canada's Accommodation Industry - Winter 2008.

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New Brunswick is enchanting ew Brunswick’s capital Fredericton is ranked among the seven smartest cities in the world according to the New York-based Intelligent Community Forum’s Smart 21 list (2008) and is also Canada’s first free wireless city – with Fred-eZone, the municipally owned Wi-Fi.

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A FEW QUICK FACTS: •Air: Direct flights to/from Toronto, Montreal, Ottawa, Halifax and the UK • 1700+ hotel rooms such as the Delta Fredericton, the Crowne Plaza Fredericton Lord Beaverbrook Hotel and the Fredericton Inn are some of Fredericton’s largest conference hotels offering a combined total of 41 meeting rooms with up to 1200 person reception capacity.

A new convention centre is planned in the heart of downtown for 2010.

East of Fredericton is Moncton, the largest urban centre in New Brunswick and its current rising star.

A FEW QUICK FACTS ABOUT MONCTON: • Over 65 meeting rooms and 3000 hotel rooms plus Atlantic Canada’s largest trade show facility with 125,000 square feet of exhibition space.

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• Air: Direct flights to/from Montreal, Toronto, Calgary and Newark, New Jersey And south is New Brunswick’s largest city Saint John which received a record number of conventions and events in 2007, according to Sally Cummings of Venue Saint John. With its convenient all-season pedway linking over 123,000 square feet of convention and exhibit space, Saint John has a lot to offer.

A FEW QUICK FACTS ABOUT SAINT JOHN: • One of the largest shipping ports in Canada • Air: Direct flights to/from Toronto, Montreal, Halifax and Ottawa • Canada’s oldest city, incorporated in 1785 • 1700 + rooms There are many excellent venues throughout the province – from museums such as the Beaverbrook Art Gallery in Fredericton with its superb collection and the New Brunswick Museum in St. John to a progressive feast where groups can host a Maritime dine-around or a shin dig complete with fiddle music, lobster traps and locally brewed Moosehead beer.

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April ’08

Moosehead is Canadian Speaking of which, how could we talk about New Brunswick without talking about Moosehead Breweries. Canada’s oldest independent brewery was founded in 1867 by Susannah Oland and is still operated by the Oland family. As Canada’s three largest brewers (Labatt, Molson, and Sleeman) are currently foreign-owned, Moosehead is now Canada’s largest 100% Canadian-owned brewery. Moosehead is sold throughout Canada and if you don’t offer some of their products at your events you should seriously consider it.

Of interest on May 2 - 3 tourism operators and stakeholders from all over New Brunswick will converge on Moncton to participate in the Tourism Industry Annual Conference. Imagine, all the tourism stakeholders get together annually to not only celebrate the industry but also to look at innovative ways to ensure long term strength and competitiveness. They all work together on an industry-led Tourism Development Strategic Plan to make tourism a sustainable growth industry in New Brunswick.

Now that’s the kind of place you want to encourage, all of them working together and a bilingual province to boot – wow!

WEBSITES OF INTEREST: City of Fredericton www.tourismfredericton.ca City of Moncton www.gomoncton.com City of Saint John www.tourismsaintjohn.com Tourism New Brunswick www.tourismnewbrunswick.ca

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Yes, I reuse my towels. But I notice that quite often the chamber people tend to take a towel off the shower rod and give me a new one! Hmmm.

Yes, but they take the towels away...

I always TRY to reuse my towels but I have never once, in any hotel, in any city in any country, had the hotel housekeeping staff respect the green policy listed on the card. Maybe that’s why hoteliers are finding it doesn’t work...

Hotel guest towel Survey e recently read an article concerning the cards in hotel bathrooms that suggest what to do with your towels. Some tell you to hang them up if you wish to reuse them, or put them in the basket should you wish to have them changed. They all carry a little sentence that says this is being done to save the environment. The article’s basic premise is that most hoteliers say it doesn’t really work, for various reasons.

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We thought it was an interesting topic, so we asked the following for our Green Question of the Month. We sent the questionnaire to 1,791 readers and received 152 responses.

So our question to you is do you reuse your towels?

Yes 92% No 8%

Well, I think with going green instead of using bath towels we should use the full driers where we can dry ourselves in seconds, saving water, soap and electricity to wash the bath towels...

Yes, in answer to your question, I always reuse my towels regardless if there is a reminder card or not.

I know it doesn’t always work because there have been times when I’ve hung my towel to be reused, but housekeeping replaces it with clean towels.

More than that, I find that the housekeeping staff change them no matter what I do. They also change the bed frequently.

Yes if housekeeping would leave them but they always seem to get changed.

Comments from planners: Yes, I do, for 2-3 days and I think the cards are a good reminder.

If I am staying longer, I tend to have them cleaned.

I reuse my towels... however, I believe it’s the hotels policy to replace all towels used on a nightly basis... and to replace ALL towels between guests. For a 4 or 5 star property it would be considered part of their service standard.

Venues Survey The winner of the $250 Via Rail Travel Credit is:

I believe it’s perfectly reasonable to use a towel twice. To use a fresh towel every time is wasteful and silly. They are not dirty, they’re just wet!

Of course! And everyone I know does as well!

I also ask that they not change the bedding every night.

I always reuse my towels and then ask housekeeping not to change our sheets if we are in the hotel for a second night.

Yes, but I wonder how often the housekeeping staff pay attention to it. I’ve often come back to fresh towels when I’ve said I would reuse them.

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THE

Betty Hoffart, CMA, FCMA Chief Executive Officer CMA Canada Regina, Saskatchewan

Congratulations and thanks to all participants!

PLANNER

April ’08