REGIONAL CONFERENCE CONCIERGE TRAINING National Conventions/Regional Conferences Site/Housing Task...

REGIONAL CONFERENCE

CONCIERGE TRAINING

National Conventions/Regional Conferences Site/Housing Task Force

Toni Ward, ChairAugust 11, 2014

Training Agenda• Welcome

• Delta Inspiration

• NCRC Site/Housing Mission

• NCRC Site/Housing Task Force Vision & Focus

• Delta Concierge Service – What Is it?

ΔΣΘ - Regional Concierge/Housing Training

Training Agenda (.ctd)• Roles of the Participants

• NCRC Task Force Members• Concierge Team

• Concierge Expectations

• Issues That May Arise

• Frequently Asked Questions

• Q&A

• Closing Comments


Delta Inspiration


NCRC Site/Housing Task Force VisionThe vision of the NCRC Site Housing Task Forceis to serve as a resource and research arm ofthe Sorority by recommending top-tier cities withsufficient space and services to support nationalconventions and regional conferences andexamining the feasibility of hosting nationalconventions and regional conferences atvenues based on projected meeting space, hotelroom requirements, racial climate of the city andamenities and attractions that will enhance theattendees’ and guests’ participation and experience.


NCRC Site/Housing Task Force Mission

The mission of the NCRC Site Housing Task

Force is to create a strong, ongoing relationship

within the hospitality industry whereby Delta

Sigma Theta Sorority, Inc. is respected as a

premier convention and conference planning

partner that leverages the best facilities, venues,

and hotel selections, as well as service provider

rates and customer service.


NCRC Site/Housing: 2014 Focus Areas

▲Develop 2014 Regional Concierge Team

▲Establish Proposed Schedule to Ensure Customer Service Coverage during Peak Coverage Periods

▲Solicit local sorors to fill coverage schedule


Delta Concierge Service


What Is “The Delta Concierge Service”?

A team of designated sorors primarily made up

of sorors from all across the Region who

work in conjunction with members of the

National Conventions/Regional Conferences

Site/Housing Task Force (a.k.a NC/RC

Site/Housing) to ensure delivery of seamless

customer service to sorors, conference

participants and guests.

At Your Service…

ΔΣΘ Regional Concierge/Housing Training

Rolling out the RED Carpet for our sorors and guests during each 2014 Regional Conference!

NCRC Task Force Roles & Responsibilities

▲Develop the Concierge team that will assist during the 2014 regional conference cycle

▲Serve as Concierge team liaison during regional conference

▲Ensure that Concierge team feels comfortable with their responsibilities

▲Be available in person and by phone to assist with urgent matters and matters team does not feel comfortable handling

▲Develop and complete housing team report


Delta Concierge Team….What Will You Do?

▲Enhance communication between the housing properties and Delta Sigma Theta's housing representatives

▲Create a positive and welcoming environment at all hotels upon check-in and departure for Delta members and guests

▲Help reduce lines during hotel check-in and departure

▲Assist Delta Dears and other special VIPs as needed


Delta Concierge Team….What Will You Do?

▲Ensure that emergency medical issues/first aid issues are immediately addressed

▲Notify appropriate hotel staff concerning elevator, escalators, and security concerns

▲Provide information to the extent possible about local shopping, nightlife, restaurants, and other entertainment options


Concierge Expectations▲ Ensure you arrive at your scheduled hotel timely and for

the period assigned▲ Offer a warm welcome and smile to set the mood ▲ Hotels may have Delta Dears and VIP only lines - please

ensure sorors are in the proper lines and assisted timely▲ Ensure lines are moving smoothly and sorors are carrying

their “Jewels” with them at all times▲ Assist with questions related to the city and to the

conference▲ Keep your NCRC Site/Housing Task Force Member’s

number handy - contact them with questions you are not comfortable answering


Issues That May Arise▲ Getting to check in and there is no reservation or name is

not on the reservation ▲ Trying to get a room with double beds when the reservation

calls for a single▲ Having a debit card and not knowing the debit card policy▲ The proper way to set up your account at check in to make

sure the bill is split properly at checkout▲ Ensuring that all roommates names are on the room▲ Storage for medication and requesting refrigerators for

rooms▲ Not allowing roll away beds in double rooms


Items Concierge Team Does Not Handle▲ Running errands outside of the hotel for guests

▲ Moving vehicles

▲ Personally carrying or storing luggage (okay to watch for a few minutes)

▲ Anything you do not feel comfortable handling


Issues that the NCRC Member Should Handle ▲ Negotiating accommodations or extras for guests

▲ Where the hotel is not honoring the room types selected

▲ Where the hotel is moving guests in our room block to another hotel

▲ Issues with hotel staff and/or management attitudes or rudeness to guests

▲ Anytime the Concierge Team does not feel comfortable handling an issue be it hotel related or soror related


Frequently Asked QuestionsQ: What information should the Delta Concierge

have available?A: The Delta Concierge will provide the schedule and

locations of conference events; locations of hotel restaurants, map of the hotel property and other services

Q: What specific hotel policies should the Delta Concierge have knowledge of?

A: The hotel’s check-in and checkout times; roll-away bed policy and incidental costs for items missing and/or removed from the hotel room

Q: Does the Delta Concierge serve specific days and times?

A: Yes, the Delta Concierge provides coverage during identified “peak hours”


Frequently Asked Questions

Q: How are Delta Concierge members selected?

A: Delta Concierge members are selectedat the discretion of the Regional Director

Q: How should the Delta Concierge member proceed if she is unable to resolve the soror’s issue?

A: Delta Concierge members should contact the assigned NC/RC Site/Housing Task Force member for guidance and resolution


Q & A

▲Final comments from participants

▲Closing Prayer


NCRC Site/Housing Task Force Committee MembersAntoinette Ward, Chair – SouthernWanda Adams – SouthwestDeloris Drakes – EasternLucille Frierson – South AtlanticRuth Johnson – EasternRashanda Lowery – South AtlanticTerina Matthews – MidwestShirley McKenzie - EasternDawn Boykins Owens – FarwestDenise Peterson – SouthernTerri Rice – CentralTerri Rivalte, National Treasurer, South AtlanticEugenia Vance – SouthwestDyann Wilkerson – SouthernTamara Young-King – MidwestPatrea’ Logan – HQ Staff LiaisonVida Smith – HQ Staff Liaison


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