Report: Managing Conference and Events at Hotel Hilton

This report provides a comprehensive analysis of event management practices at Hotel Hilton, a hospitality establishment. It begins by categorizing various event types, including private, corporate, and charitable events, and explores the dimensions crucial for successful event planning such as anticipation, atmosphere, arrival, activity, appetite, and amenities. The report then delves into current trends and features influencing the event sector, emphasizing security measures, conflict resolution, regular upgrades, and effective communication. Furthermore, it outlines event layout considerations for conference rooms, including room design, interior ambiance, table arrangements, food services, equipment, and security measures. Additional services, such as water bottles and stationery, are also discussed. The report concludes by examining management roles, required skills, personal attributes, and safety measures necessary for producing secure and successful events.

Managing Conference
and Events

Contents
INTRODUCTION...........................................................................................................................1
P1 Different category and dimensions of events.........................................................................1
P2 Different categories of events with trends and features influencing event sector..................2
P3 Event layout for setting conference or event room.................................................................3
P4 Additional services available to them within conference and event room and its importance
......................................................................................................................................................6
P5 Different management roles in event industry........................................................................7
P6 Review management skills and personal attributes required at work place...........................9
P7 Appropriate measures required to produce safe and secured event venue...........................10
CONCLUSION..............................................................................................................................11
REFERENCES..............................................................................................................................12

INTRODUCTION
Conferences and events are the planned programs which are organised because of some
specific reason behind it. This is the way through which some information is communicated to
specific group of people. These days, there are different events organised by people for different
occasion, hence in this case it is important for people to avail services from hotels. With
difference in occasion, variety of services are also different. Hence scope of working is
increasing in hospitality industry. There are many organisations working in hospitality sector,
hence it is important to provide best services through which consumer satisfaction can be
maintained (Jepson Clarke, 2016).This report is based Hotel Hilton which deals in
accommodation services, dinning facility, saloon, spa, conference hall, banquet halls, etc. Under
this report there is discussion about different categories of events with their features and trends,
design layout of conducting events, role of management, evaluation of management skills,
personal attributes of event industry and lastly measures to provide safe environment at hotel.
P1 Different category and dimensions of events
In hospitality organisation, there are different events which has to e planned. There are
varieties of consumers having various demand, so it is important to manage their activities and
provide better option through which satisfaction can be provided. It is important and relevant for
managers to understand different types of events which might occur in hotel, hence they can
manage their operations accordingly. There are different types of events which have to be
planned and organised by managers of Hotel Hilton. Some of the events are discussed as under-
Private- There are some events such as private parties which is organised for celebrities
and other business class people. This is organised for wedding, birthday and other familiar
reasons. In such parties, it is important to consider the demand which is provided by consumers
through which they get satisfied services (Jepson Clarke, 2016).
Corporate- Corporate parties are organised for some official purpose such as dinner, get
together, official parties, etc. which is the base for interaction among official people. This type of
parties is organised with foreign delegates, colleagues, subordinates, etc.
Charity- There are some events which is organised for charitable purpose. Such as
organised at Hotel Hilton for shoeing off skilled hand work and painting of disabled people. For
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this purpose, there is requirement of large space such as hall, garden, etc. with some
refreshments for participants.
There are some dimensions which has to be considered by Hotel Hilton and able to
provide better and satisfactory services. These dimensions are the benchmarks which has to be
considered with understanding and evaluating changes. Dimensions followed by event industry
are as under-
Anticipation- There is requirement of complete and specific knowledge about demand of
consumers and their types, so better services and product can be served. This anticipation must
be confirmed with consumers through which appropriate resources can be utilised (Leinemann
and Baikaltseva, 2017).
Atmosphere- There must be atmosphere of safe and security at Hotel Hilton, so
consumers can accomplish their motto of availing services from Hotel. This makes consumer
satisficed that they are in positive environment.
Arrival- There must be proper location and welcome of consumers, so they are satisfied
that they are served in better and effective manner. This is the way through which positive and
long lasting relations can be maintained among consumers.
Activity- Activity which is performed to provide satisfactory services to consumers, will
be according to their purpose. Apart from this there must be some innovative activities too with
the help of which consumer satisfaction can be maintained.
Appetite- It is essential that managers of Hotel Hilton have to understand the budget and
services which they can provide to consumer under this. It has to be disclosed properly through
which consumer will aware about it (Lucey and et. al., 2016).
Amenities- At Hotel there are some basic amenities such as water, waiting facility, sitting
facility, etc. with the help of which consumer is satisfied and get positive impression with it.
With the help of these dimensions and different categories of functions, it is easy for
management of Hotel Hilton to understand and analyse changes in better and effective manner.
With considerations these it provides some benchmarks which assist in understanding what are
essential requirements of consumers which has to be fulfilled.
P2 Different categories of events with trends and features influencing event sector
There are different types of events organised and planned at Hotel Hilton such as
wedding ceremony, appraisal parties, official meeting, official dinner, private parties, etc.
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because scope of hospitality industry increase. With increment in scope of working, roles and
responsibilities of workers also increases, hence it is important that management of hotel Hilton
must communicate in proper and effective manner. With analysing and understanding
requirement of consumers better and satisfied services can be provided (Bokelberg and et. al.,
2019). As compared to past years, there is difference in trends as well regarding availing services
from Hotel. Some trends and features which are in demand are as under-
Security measures- There is requirement of some safety and security measures through
which consumer satisfaction can be managed. There is difference in demand of client’s but
safety is the major and prime component which is common among all the consumers. In case of
private parties, it is important that authentic and reliable persons are allowed.
Conflict among workers- There are many workers working at Hotel Hilton, then it is
important and significant to have complete and specific information. When there is appropriate
information with workers of Hotel Hilton regarding their roles and responsibilities, then
possibilities of conflict are less. This is the way through which coordination among individuals
will be managed and it is easy to ascertain changes which are required. It is essential and
significant for managers of Hotel Hilton to properly communicate about culture and values of
consumers, so they treat them accordingly.
Regular upgradation- These days, there is requirement of analysing and implementing
policies with the help of which new and innovative services can be analysed. There is proper and
appropriate way which of communicating information which they have. Hence it is easy for
association to maintain and manage long term relations with workers. Managers of Hotel Hilton
have to frame policies of regular and two-way communication, so workers of Hotel can also
communicate what they want (Posenato, Zerbato and Combi, 2018). Consumer want full return
of their money, so if they are providing better services in new and innovative style, then it is easy
to maintain satisfaction.
P3 Event layout for setting conference or event room
In order to attract consumer, it is important to show site which is allotted for the eveent.
This is the layout which is important to them. Layout of room where conference have to be
conducted is one of the important factor which has to be considered and make improvements in
case of any change. There is difference in perception of consumers regarding conference room,
so as per purpose behind availing services from Hotel Hilton, it is important to understand
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changes which are taking place. There are different types of halls providing different facilities
such as screen, projector, facility of video call, computer system, etc. so it is essential to analyse
what is provided and make changes accordingly. Layout of conference hall provided by
managers of Hotel Hilton for conducting meeting is as under-
Room Design- One of the most necessary aspect related to the layout is associated with
room design. It is necessary to appeal customers, as well as to suit the occasion in an appropriate
and effective manner. Hence, a conference is to be held within the hotel, which would be
requiring prominent stakeholders, such as the board of directors to be present in order to discuss
upon the strategies and functioning of the company. Hence, in this context, the size of the room
should be at least 30” x 15”. Moreover, the shape of the room must be a rectangular for effective
movement, as well as better interaction of individuals.
Proper interior or ambiance- It is essential that interior of conference hall must be calm
and piece. This is possible with colour combination of room, curtain colour, etc. there must be
proper understanding about conducting operations which assist in managing and proper
understanding that light colour has to be use, so some professional look can be provided through
which consumer are satisfied with the service (Reason and Hobbs, 2017).
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Sequence of tables and chairs- In conference room, there is requirement of some tables
and chairs with the help of which consumer satisfaction can be maintained. It is essential that
managers of Hotel Hilton have to understand the requirements behind availing conference hall
service. For instance, a meeting of 20 people is organised, then table and chairs must be
organised in “U shape” because this is the interactive section. While if training session is
organised, then chairs can be organised in different raw form.
Food Services and Equipment- This factor is also necessary in order to ensure that all
the necessary aspects are implemented and provided within the same. As for the food services, it
is necessary to provide necessary food items and refreshments as the timings of conferences
could stretch to long hours. Hence, certain refreshments must be handy by implementing
refrigerators within the room itself, along with supply of food items on a periodic basis.
In relation to equipment, conferences require appropriate lighting which could be
dimmed to see the projections, as well as sound at all the corners of the room to ensure that
information is being heard by individuals sitting far off within the room. In addition to this, a
projector would also be required to showcase presentations, images, as well as graphs that are
relevant to the conference.
Exit and Security Services- These are the services which are necessary in order to ensure
the security of the individuals attending the conference. Hence, in this context, proper exit points
must be defined and make accessible, which might be used in case of emergencies. Moreover, as
for security, security cameras, along with implementation of fire extinguisher and guards outside
the rooms are necessary to be included within the same.
With providing better and effective services to consumers, they prefer to avail it regular,
hence managers of Hotel Hilton have to understand the ways through which they can address
changes in appropriate and relevant manner.
P4 Additional services available to them within conference and event room and its importance
There are some additional services which has to be provided at conference hall which
assist in maintaining brand loyalty for Hotel Hilton. It is essential and relevant for people to
understand about requirements and providing it within specified time. Sometimes, it is possible
that consumers ask for some things within short period of time, hence in case it is responsibility
of managers at Hotel Hilton to fulfil it and in case of any issue corrective actions have to be
taken. Some additional facilities are as under-
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Water bottles -There is requirement of water bottles at every individuals’ desk. Apart
from this there must be some extra bottles as well. This is required for training as well as
learning session for individuals. This makes consumer’s satisfied and brand loyalty gets
improved for Hotel Hilton. Apart from this there is availability of some refreshments as well
(Brown and et. al., 2019).
Stationary- there is requirement of pen, pencil, notebook, etc. with the help of which
individuals can note down their important task. This is essential because people sometimes does
not carry anything and in case of anything important or activity, they are in trouble. Hence this
also assist in maintaining and managing positive results with it.
Wi-Fi facility- Internet access is important in conference hall because there are some
videos which trainer or management of association wants to see to participants. Hence in this
case it is easy for managers to analyse and understand demand for it. When there is proper speed
of Wi- Fi then it is easy to maintain client’s satisfaction (Thakkar and et. al., 2019).
Charging Facilities- Conference events might go on for a long duration of time, for
which purpose, it is necessary that appropriate charging facilities are provided to individuals
which would be an additional benefit and contribution towards their convenience and safety.
Ramps- It is not necessary that each individual that comes within the building could
walk. Some of them might be wheelchair bound. Hence, to satisfy these customers within the
facility, it is necessary that ramps and access to elevators in times of emergencies is included to
ensure that they feel comfortable and convenient within the organisation.
Wash-room Facilities- Another effective additional facility which must be provided by
the hotel in terms of enhancing the positive impact of the conference is the wash room facility.
This would be allowing the individuals attending the conference to be comfortable and have
access to wash rooms whenever they require.
First Aid- It is important that the organisation be ready related to any mishap or accident
that might take place during the duration of the conference. Hence, in this context, it is necessary
that first aid kits are provided to ensure effectiveness within the same.
From the above discussed data it is clear that client’s satisfaction can be managed. With
analysing and implementing better services, it is easy to maintain positive relation with
consumers. In order to analyse demand of consumers, it is essential that management of hotel
Hilton have to communicate with client. This makes positive and familiar relations with
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consumers and they can share their demand easily. This makes long lasting relations because
mangers of Hilton Hotel have proper knowledge about consumer’s demand.
P5 Different management roles in event industry
In event industry, management of operations is one of the major task because if services
are not provided on time, then it affects consumer’ s satisfaction and might switch consumer to
competitor’s brand. There is requirement of analysing changes which operates in better and
appropriate manner. Some actual event management job role are event manager, event planner or
coordinator, managers of logistics, etc. Some of these are related below:
Event Manager- This is one of the most important roles within the hospitality sector,
which is associated with a proper and effective management of each aspect associated with
conferences and events. This involves managing people, resources, planning, monitoring and
execution.
Event Coordinator- This role is responsible towards coordinating, as well as managing
the events that are operated and executed on a large scale. They provide effective balance and
support to the managers in order to execute and manage the events or conferences within the
facility.
Security Officer- They are in charge of all the security related concerns and resources
that are deployed in the facility to provide security to the individuals and stakeholders of the
organisation. Their role is to manage each resource for safety, monitor their working, effective
coordination of people which are associated with the same.
Hence in event industry role of management is wide and responsible. Some of the roles
are discussed as under-
Maintain positive relations among team mates- There are many workers working in
organisation, so it is important that managers have to manage and maintain positive relations
among them. When workers are ready to work with each other, then it is easy to provide best
service. As per change in working operations due to instant change in demand, then it is essential
to provide and it can be provided when there are positive relations among team mates (Emery
and et. al., 2016).
Evaluation of performance- There is difference in demand of consumers, so it is
essential that they must be served with best. It is important to evaluate performance of workers
with the help of which continuous improvement in services of hospitality organisation is
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possible. It is responsibility of event manager to determine whether workers are performing up to
the mark or not. In case they are not performing well, then training or learning session has to be
organised. There is essential and crucial role of managers to understand regular evaluate
performance and determine measures of evaluation properly.
Analysing requirements of consumers- It is responsibility of management to evaluate
and analyse what is the requirement of consumers. For instance: client want services for official
party, then in this case there must be proper started, drinks, main course, etc. But if there is a
wedding ceremony at hotel, then in this case, there must other arrangement too which is expected
by client. Hence while dealing in industry, it is responsibility of management to evaluate demand
of client and provide them other options too (Harmeling and Palmatier, 2016).
Above discussed points shows that management role is important in gaining consumer
satisfaction and assist in managing positive relations with them. In order to ascertain and
evaluate demand communication must be clear and specific, so demand of workers can be
understood.
P6 Review management skills and personal attributes required at work place
There is requirement of some skills and qualifications with the help of which individuals
can provide better and effective ways of understanding and analysing changes. If there is
requirement of understanding and evaluating changes, it is important for managers to evaluate
how better and effective services can be provided. If there is regular analysis of market, then it
will ease people to understand policies with the help of which changes can be implemented
(O'sullivan and et. al., 2016). When individual have relevant skills and knowledge, then it is
essential that they must be specified and appropriate skills and attributes which assist in
completing assigned task and providing satisfactory services to consumers.
Management skills for an event organiser are as under-
Proper leadership- There is requirement of proper leadership through which employees
can be performed in appropriate manner. When event organiser properly leads team mates, then
it is easy for managers to understand changes which are taking place. As in case of event, there is
difference in demand of consumers, so it is essential to lead and guide workers through which
consumer satisfaction can be maintained.
Use of innovative style- In hospitality, consumer satisfaction can be gained when they are
served with something different and innovative as per their demand. It is essential because
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consumer can be managed. this management style makes proper event manager to give best and
make distinct image as compared to others (Tripathi, Pabbisetty and Roychoudhuri).
Apart from this there are some personal attributes as well in event organiser which makes
then different from others. This is required and accessed with understanding changes which are
taking place in external market. Personal attributes of event managers are-
Proper communication skill- Communication is one of the most important way through
which event manager can provide better services to consumers. It is important for managers to
communicate in written as well as oral way which makes operations in specified format
(Richardson, 2016).
Listening skills- With communication skill, there is requirement of proper listening skills
as well. When event manager listens to client’s demand, then they can provide better options to
them. There is proper understanding about other’s view which makes services more specific and
unique to satisfy consumer demand.
P7 Appropriate measures required to produce safe and secured event venue
These days, consumer does not only want good quality services, but also requires proper
sae and secured environment at hotel. In case of private parties, if there is entry of some
unauthentic and unimportant person, then it might affect safe environment. It is necessary that
the venue, guests and staff all are secured and necessary amendments be made to ensure the
same. Hence, there must be proper safety measures at Hotel Hilton such as fire exist,
extinguisher, etc. and workers have proper knowledge about use of it. Some of the safety
measures as under-
Proper checking at entry gate- In order to provide safe and secured environment to guests,
it is essential that management of Hotel Hilton must make proper check points through which
unauthentic person cannot enter at hotel. In case of any discrepancy or unauthentic act, person
must be get out from the hotel or not (Schwebel, Alcatel Lucent SAS, 2017). This provides and
assist in making proper change of operations. When checking is strict then crowd at hotel is
targeted consumers and people also does not feel problem in enjoying with peer members.
Moreover, the extent to which this provides support and security to each of the above aspects is
quite high.
Proper registration process- There must be proper registration of consumers, if they want to
avail services from hotel Hilton. While consumer arrives, it is essential to their information with
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any of the official document. Registration must be proper and paid, so anyone does not apply for
registration. This is the way through which safety and security of consumers can be maintained
and in case of any negative action, justification can be provided. This would be providing
security to the staff, venue and guests as the organisation would be indulging into registration of
guests that would be having an entry within the facility. However, the extent to which it provides
the safety in comparison to the above step is lower, reason being that it would only authenticate
the guests, rather than a proper checking of security in the internal and external environment of
the facility.
CONCLUSION
From the above information, it is clear that there is difference in demand of consumers as
per change in type of evet, so it is essential for managers to analyse it. When consumers are
satisfied, then growth prospects for association goes higher. It is important for management of
hospitality organisations has to evaluate and analyse performance of workers through which they
can ascertain policies for maintaining consumer satisfaction. For making an event successful,
there must be proper services such as internet connection, stationary, refreshments, etc. there are
some additional services which provides edge to organisation as compared to other competitors.
With the help of management skills and personal attributes such as listening skills, innovative
working, etc. with the help of which consumers get better services and consumers are ready to
avail services from them. At last, it discussed, that it is essential that management of organisation
must frame policies with the help of which consumer can feel safe and secured at hotel.
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