Executive Travel Services



The Customer Journey for hosting a successful Conference or event at London Hilton Metropole

Enquiry Stage
• Client enquiry is taken by our Conference & Banqueting Sales Manager (C&B Sales Manager)
• The Brief is prepared and costed and sent to client within 24 hours
• C&B Sales Manager makes follow up telephone call and client invited for hotel Show Round
• Client confirms approval of offer and contract is sent out by the hotel
• Client approves contract and final detailed brief is created by both parties
Pre-Event Stage
• The Conference & Banqueting Guest Relations Manager (C&B Guest Relations Manager) is briefed by C&B Sales Manager and is introduced to the client
• For bigger events a pre-event meeting takes place when client and production company meet the hotel team to discuss the event in detail from the event set up, production, menus, bedrooms, registration etc. The Team includes
o Director of Operations
o C&B Sales Manager
o C&B Operations Manager
o Front Office Manager
o Executive Chef
Actual Event Stage
• A Dedicated C&B Guest Relations Manager controls and manages the event/meeting
• C&B Guest Relations Manager is primary contact for client and production company who will co-ordinate all operational queries during the event into the relevant hotel departments
• At the end of each event day the C&B Guest Relations Manager has a debrief with client and reviews billing
• At the end of the event C&B Guest Relations Manager will have final debrief
• Invoice sent out to client 3 days after the event
Post Event Stage
• C&B Sales Manager will contact client for a follow up debrief on overall results of the event and will check to see if the Hilton London Metropole can help with any future conferences.

Using brain food to stimulate meetings

Executive Traveller 2003