Get the basics right and win: Janet Hamilton

Tag Archives: events

The Northern Territory events business is worth an estimated $90 million a year, with most pundits agreeing that a plethora of mining, oil and gas projects should help ensure a bright future for the sector. In an interview with The Siteseer, Janet Hamilton (pictured below), General Manager of the six-year-old Darwin Convention Centre – part of the $1.1 billion Darwin Waterfront project – says operators who do the basics well are sure to succeed.

The Siteseer: Janet, can you tell us a bit more about your background and what brought you to your current position?

Janet Hamilton: I’ve got a fairly long track record! I have twenty-five years’ experience in major and special events, marketing, communications, sponsorship and place management. I’ve delivered over 300 special events as program manager for the Sydney Olympic Games and managed over 600 events annually as the event development and sponsorship manager for the Sydney Harbour Foreshore Authority. As place management director for VicUrban, I managed the Volvo Ocean Race and Commonwealth events for the Melbourne Docklands precinct, among other accountabilities. I moved to Darwin in 2009, taking up the role of external relations manager for Energy Resources of Australia. I was appointed GM at Darwin in October 2013.

SS: What, in your view and from an events organiser’s perspective, are the prime attractions of Darwin and the NT?

JH: Well for a start we have a genuinely world-class modern convention centre in the beautiful surroundings of the Darwin Waterfront. We’re the closest convention centre to South East Asia, which obviously helps explain why we’re seeing more and more national associations selecting Darwin as a convention destination for Asian delegates. It’s a great place for Australian and Asian organisations to have business meetings in a relaxed environment.

SS: The meetings business faces major challenges these days, not least burgeoning global and regional competition. What kind of additional support for the industry in Australia would you like to see?

JH: The business events area of Tourism Australia does a great job in promoting business events with existing resources, but I’m sure our industry, generally, would like to see more business event marketing – focusing on the fact we’re a high-quality business destination as well as a place for leisure.

SS: There’s a strong need, obviously, for venues and business events to embrace CSR and social and environmental credentials. Do you believe you do this better than most and why? Where’s this trend heading, do you think, and what else should the industry be doing in this respect?

JH: Yes we’re proud of our green credentials. The centre is part of AEG’s “1 Earth” corporate environmental sustainability program, and we put considerable effort into making our events as sustainable as possible. It’s a truism, but we live in an incredibly beautiful part of the world and must care for it. As part of our sustainability efforts we support local charities and various initiatives in our community. I believe the industry should heed the fact that this trend to CSR will continue and strengthen.

SS: What, in your view, are the other vital issues facing the events and meetings industry right now?

JH: Competition, and the need to sustain economic growth. Over time it’s been proven that there’s a clear correlation between economic health and the business events industry, and as our economy recovers and strengthens we’re seeing a resurgence in business events. We also face growing competition from high-quality centres in Australia and in the Southeast Asian region, supported by the increased marketing efforts of governments as they come to realise the strong economic returns that business events deliver.

SS: What will the most successful operators be doing differently in future? Can you point to any examples?

JH: I think getting the basics right will always make a convention centre successful. If you continue to have world-class facilities, keep up with technology trends, and most importantly focus on clients and ensure their success, you’ll win in this business. Customer service and anticipating clients’ needs is always a good recipe for success. In our case, being part of the AEG Ogden group allows us to share market intelligence and seek advice about delivering best practice and ensuring we embrace operational excellence.

SS: Do Australian venues, generally, represent value for money? What have we got that makes us really special, in your view?

JH: In Australia we’re well served with first-class convention centres, and the Darwin Convention Centre is well and truly in that category. We all have to make the most of our own unique features and find our competitive advantages. In Darwin we believe our special strengths include our proximity to Asia, the activities surrounding the development of Northern Australia and our diverse and vibrant economy.

SS: The Darwin Convention Centre is widely acknowledged to be well run, as the quality of your events indicates. What lessons can others learn from your operation?

JH: Plan ahead and try to anticipate issues before they become issues! Also, engage with your local community. This can deliver strong local sales, which in turn leads to the attraction of national and international business events. At the moment Darwin is undergoing major projects in oil and gas and we’re maximising these opportunities as the city grows.

SS: On a personal level, how and why are you enjoying this job?

JH: I’ve been in the job for just over a year, so I’ve seen the full cycle of our event calendar and absolutely love coming to work every day. I have a great team who are passionate about what they do, we host interesting events every day and we’re located in one of the most beautiful parts of the world. What’s not to love?!

As Australia’s “front door to Asia” the territory is uniquely placed to seize emerging opportunities in an increasingly wealthy region and to make use of our geographic, economic, cultural and strategic assets. With the increase in direct flight routes to Singapore and Kuala Lumpur, we’re well placed to be a critically important meeting place for businesses that seek to be part of the development of Northern Australia.

Rates

Proposals are based entirely on event briefs; there are no standard day rates.

Contact: sales@darwinconvention.com.au

By Luke Heilbuth

The air is warm and humid, and the sky over Ha My Beach, Hoi An, is turning purple. I’m sipping chilled South Australian pinot noir as the sun falls from view, and our exuberant Vietnamese waiter says, “Happy merry Christmas!”

We’re at the bar of the Nam Hai, the most luxurious oceanfront resort in Vietnam. It’s among the top ten resorts in Asia, according to the latest edition of Travel + Leisure’s World’s Best Awards survey. The seven-year-old beach retreat, ranked twelfth in the 2013 version, climbed two spots this year, marking its highest ranking to date.

For my wife and me, it’s easy to see why. Sixty one-bedroom villas and 40 pool villas occupy 35 hectares of landscaped gardens. The staff are as friendly as any in the world, and our room is like a piece of heaven with its en-suite bath, enormous bed and deep mahogany finish. Best of all, there’s unobstructed views across the East Sea.

The pinot noir continues to go down easily as we enjoy an Indian-inspired meal at the resort’s excellent main restaurant. Walking back to our villa, the sky is black and filled with stars. A large gentleman ambles alongside, his face red with good cheer. He turns to enter his villa and in a rich Scottish baritone booms, to no-one in particular, “Happy Christmas to all, and to all a good night.” Happy Christmas indeed.

It’s not for organisers who prioritise rock-bottom rates above everything else. But in my, and many others’, opinion, the five-star Nam Hai, Hoi An, is an exceptional destination. And if breathtaking luxury and marvellous food are prime reasons for seeking a really special venue for a meeting, wedding or other event, to celebrate a major corporate success or special occasion, for example, it’s worth considering.

Located on a 35-hectare section of Ha My Beach 30 kilometres south of Da Nang, with its own beautiful stretch of pristine white sand, it features 60 villas and 40 pool villas, each occupying its own section of landscaped gardens and with views of the sea and the nearby Cham Islands.There’s a 75-square-metre meetings facility, The Boardroom, which can be set up for meetings of 14 to 40 people. The 90-square-metre “Open Lounge” can accommodate groups of 30 to 66, or up to 100 at a reception. With brides in mind, it also offers wedding packages.

Like one of the spectacular dishes served at the main eatery (“The Restaurant”), Hoi An – a town of 88,000 in Central Vietnam – was shaped by the fusion of Asian and European influences. In the 16^th and 17^th centuries, Faifo, as it was then known, played host to Chinese, Japanese, Spanish, Dutch, Portuguese and French settlements vying for a piece of Vietnam’s lucrative silk and spice trade. All left their cultural mark. In 1999, UNESCO listed Hoi An’s “Ancient Town”as World Heritage due to its “outstanding material manifestation of the fusion of cultures over time”.

On one of our days spent here, among many other distractions – which include golf, tennis, badminton, basketball, swimming, gym, shopping, massage and so on – I have a full day’s class at the Red Bridge Cooking School to distract me, a Christmas gift from a friend.

The class, which costs USD45++ (shared) or USD55 (private) for a half-day guided tourand cooking session, begins with a walk through an organic herb garden. Soonwe reach the outdoor kitchen to prepare our food. Vietnamese cuisine is practically fat-free, relying on fresh herbs and vegetables, as well as dousings of nuoc mam, a sauce distilled from the carcasses of fermented fish. It sounds hellish but tastes heavenly.

Over the course of several hours, the guide teaches us how to make clay pot fish with fresh dill, grilled chicken and banana flower salad, and the national dish – a delicious beef and noodle soup,pho bo.

And Hoi An is a fashion-lover’s delight: hundreds of shops sell fitted wool and cashmere suits, skirts, shirts and dresses, as well as shoes, at scarcely-to-be-believed prices. It’s couture carnage as we scuttle from tailor to tailor. Two suits, three jackets, six shirts, two pants and six pairs of underpants later we’re exhausted and looking forward to returning to the haven of the resort.

“In the hotel business, it’s difficult to maintain an edge, let alone get better with age,” says Anthony Gill, the Nam Hai’s General Manager, referring to its latest award. “But it’s possible with passion. This accolade is testament to that. It speaks volumes about our team, owners and management company who collectively always seek ways to improve the guest experience.”

From USD600++ per night (low season) and USD670++ per night (high season)

Organisers reserving a minimum of three consecutive nights can save up to 25% on the best available rate, says a resort spokesperson. “You’ll enjoy two set meals, an indulgent Vietnamese massage that’ll leave you relaxed and other benefits to create the perfect extended stay.” Other special offers can be viewed on the website.

Email: reservations@thenamhai.com.

Resort microsite: www.thenamhaihoian.com.

Luke Heilbuth was a paying guest of the Nam Hai.

In the Ratchaprasong shopping district of the Thai capital, my wife and I once stopped to cross a busy intersection when she felt someone rummaging in her handbag. “Hey!” She swung round to confront the thief.

She found herself facing an elephant, accompanied by its human handler, digging its trunk into her bag, looking for something to eat.

On my most recent visit I realised there’s usually something in Bangkok that surprises or confronts, and it’s not always the traffic. But the residents are used to it. Every day its 14.5 million people do battle with serious urban overcrowding, not to mention pockets of shouty, occasionally violent demonstrators – who for the time being are kept quiet by the imposition of martial law.

Yet with a smile and a shrug, the vast majority carry on working, making a buck, eating, drinking and having fun. To the Thais the country’s cultural, political, diplomatic, commercial, financial and religious epicentre is known as Krung Thep, City of Angels. It welcomed more visitors (16 million) in 2013 than any other city in the world, according to Time magazine.

The Ratchaprasong district lies in the hyperactive heart of the city. One of the buzziest shopping, entertainment and restaurant precincts, it’s also home to a clutch of beautiful hotels. When you consider the quality of the accommodation, meetings facilities, service, food and entertainment on offer, these are ridiculously cheap.

For me one of the most remarkable is the Marriott-owned Renaissance Bangkok Ratchaprasong, with 322 rooms and suites, where local glitterati are routinely photographed at functions, and which has nearly 20,000 square feet of meeting and events facilities – as well as a special car lift to carry automobiles up to exhibition space on the first floor.

The five-year-old hotel is a balm for the senses. The lobby is a spectacular place of shimmering marble and glass-and-chrome fittings, with muted lighting and dark teak alternating with pink to create a welcoming, unusual space. As you’d expect in a five-star property, there’s a fine spa, a state-of-the-art gym, full-service business centre and bunch of dining options, including high-end Italian and Chinese. If you choose you can laze in the indoor pool high up in the hotel, overlooking the city.

The ballroom can accommodate 600 and there are dedicated event planners onsite. It’s close to the Chit Lom Skytrain station (the super-efficient transit system) and upscale shopping at Gaysorn, Zen, Central World, Siam Paragon and the new futuristic Central Embassy mall. “The location is perfect,” says Wanpen Chanthariyab (pictured, left), Director of Marketing Communications.

“In many hotels you have to get a cab to get anywhere; here everything’s where you want it.” And importantly for Bangkok, there are four parking levels on site, according to Soo Oftana (pictured, centre), Director of Sales and Marketing.

From USD108 per night

How much will a room set you back here? An online check reveals Internet specials starting from 3,500 baht (USD108, AUD120) per night, a terrific deal considering what’s on offer. “The rooms were outstanding . . . the location is great . . . the staff is very friendly . . . and the best thing was [the] price,” writes one online reviewer. “Excellent value for money. I’ll certainly be back.”

The marketing folks are reluctant to publicise meeting or conference rates, saying they’re subject to negotiation. But one of the best times for good events deals is the last two weeks of December, holiday season in Thailand, according to Sukhum Trongcharoen (above, right), Director of Sales.

Email: wanpen.c@renaissancehotels.com

“Just press the icon on this little screen if you need me, sir,” says Maico, the young butler. “We’re on call 24 hours and can sort everything out for you.” He ushers me into an ornate, sprawling suite that looks like a gambler’s den on a Mississippi steamboat.

The pile carpets are rich burgundy and the sofas, chairs and covers on the bed are deep ruby red. The lamplit walls are yellow and ochre, offset by brown drapes and side tables in dark wood.

The gambling-themed décor is appropriate for the 172-suite Maxims Hotel at Resorts World, Manila. A short drive from Manila’s main airport, Maxims is part of a complex that includes a 30,000-square-metre casino as well as two other giant hotels – a 342-room Marriott and a 712-room budget property, the Remington.

Throw in a four-level shopping mall, theatre, ballroom, conference and meeting rooms, restaurants and cinemas and you have a facility that’s so enormous it seems like it’d take all day to explore. (I walked round a great deal, and never got to see it all).

Yet my “deluxe” suite at Maxims, at 72 square metres – bigger than most one-bedroomed apartments – is the smallest accommodation on offer here. The biggest is a 652-square-metre villa, The Mansion.

“Maxims is the first all-suite luxury hotel and Resorts World is the first integrated resort in the country,” explains John Hagamann (pictured, right, with colleagues), International Travel and Trade Sales Officer for the complex.

Each room is assigned a butler to attend to guests’ wants and whims, from their travel itineraries to spa bookings or finding them a dentist in an emergency. And it has the latest in high-tech hotel technology. For instance the big flat-screen TV can convert into a PC monitor that you can operate remotely while lounging in bed.

“Casino visitors are a vital part of our business but we cater for everyone, from MICE visitors to leisure travellers and others en-route to somewhere else looking to spend a night at a really attractive, reasonably priced hotel near the airport,” says John.

The Resorts World complex, jointly owned by Alliance Global Group and Genting Hong Kong, is set to expand further to maximise the use of its 14-hectare property that flanks Ninoy Aquino International Airport. The expansion will take in a three-storey convention centre that can accommodate up to 2,500 people at any time, and two more hotels, a Hilton and a Sheraton, while both Maxims and Marriott here will add more luxury suites.

Suites from $335 a night

The rack rate for deluxe suites starts at PhP14,800++ (USD335) a night, and they can accommodate up to four people. But travel agents and casino guests can expect to pay less than that, says John Hagamann. Rooms at the Remington Hotel next door, part of the same complex, start from as low as PhP1,000 ($25) a night.

Contact Maxims at reservation@rwmanila.com.

The Siteseer was a guest of Maxims Resorts World, Manila.

The Kalima Resort and Spa is an imposing multi-level complex that sprawls over a jungly hillside on the Thai island of Phuket. From inside the lofty foyer – and most of the 190 rooms – visitors look out over the sparkling blue waters of Patong Bay.

When I arrived at the two-year-old property on a warm day recently, I sat in the lobby for a moment to catch my breath and mop my brow. Seconds later, a smiling staff member brought me a scented refresher towel and chilled glass of lemon-grass cordial. I’d be happy to spend a few days here, just unwinding, I thought.

Plenty of events organisers are thinking the same thing, according to the Kalima resort’s marketers, with delegates in the past year from countries including Korea, Japan, China, Hong Kong, the US, Singapore and Australia. One of the main attractions is the flexible, hi-tech conference hall, which has a maximum capacity of 220, theatre-style, (130 classroom-style and 80 for banquets) and can be used for any kind of gathering, big or small. Its plug-in-and-play laptop facilities and high-tech gadgetry make it useful for video conferencing, seminars and other events that require folks attending to be connected.

But as an old mentor of mine once observed, most people remember the fun they had at conferences and nothing else, and the apres-conference facilities here are very appealing. Some rooms have their own private infinity pools, and the main swimming pool area is a vast space with panoramic views of the sea. The hotel has its own nine-hole mini-golf course and a private “beach,” an exclusive, elevated stretch of sand, and plenty of dining options. It has its own luxury spa and is a short drive from the big tourist hub of Patong with its bustling nightlife.

Meeting and accommodation rates are flexible and depend on the season, according to Senior Sales Manager Minako Koreeda. The time for the best rates is April through to October.

From AUD105

Daily accommodation rates vary according to the season and room types, but start from just over 3,000 baht, which is about AUD105. The full-day meeting package, including lunch, two coffee breaks, organising support and all the usual technological bells and whistles (and floral arrangements) is USD66 a day per person. The half-day rate is USD55. Yet more evidence that Thailand is terrific value for money.

The sky over El Nido is overcast, scoured by the tail end of a typhoon that’s passed and headed north. I’m the only passenger in the Filipino trigger boat, whose bamboo outriggers scud over a smooth, slate-coloured sea.

Having left a wharf near a small airfield, the boat chugs through a chain of extraordinary islands sculpted into strange, alien shapes. Towering limestone cliffs shoot dramatically from the ocean, their crowns covered in foliage, their bases fringed by white sand beaches and palm trees.

“That’s Lagen Island,” says Jake Lindo, the young boat guide, pointing ahead to a string of cabins in the distance, suspended over the turquoise waters of a small lagoon.

This resort on Lagen, one of 45 islands and islets in the environmentally protected area of El Nido, will be my sanctuary for the next two nights, and I find myself delighted at the prospect. For decades I’ve wanted to visit this place, widely acknowledged to be one of the most beautiful destinations in the Philippines and, finally, I’m going to experience it.

As I step ashore, a group of the resort staff are lined up to sing me a welcome and a cool drink is thrust into my hand. “Please, leave only your footprints here and take away only memories,” says one who shows me to my room. It’s a timber-lined, air-conditioned space set against an old-growth rainforest whose trees, vines and leaves loom over the roof. My balcony overlooks the resort’s big freshwater pool and al-fresco dining area, beyond which the lagoon, lined with more bungalows and fringed with mangroves, shimmers in the evening light.

This tropical resort in the north of the big Philippine island of Palawan is every bit as good as I’d hoped it would be. It’s not just the other-worldliness of the environment here that makes it outstanding; the genuine warmth and obligingness of the Filipino staff is a tonic for anyone seeking a break from workaday routine – as I discovered.

In recognition of the value of its ecosystem, the Philippine government declared El Nido to be a protected area in 1998. But, interestingly, it only became internationally renowned as a tourist destination around 1979, when a dive boat broke down one night, forcing the crew to drop anchor in an inlet.

The next day the divers woke to find themselves surrounded by sparkling sea, white beaches “and a series of magnificently sculpted jade islands,” according to one story. Since then it’s gained further recognition thanks to movies and TV shows.

The final scene of the film “Bourne Legacy” was shot here. (Watch the great scene at http://www.youtube.com/watch?v=WWt-pPn5rS0.)

Lagen’s is one of three island resort facilities operated in El Nido by one company, El Nido Resorts. The other two are set on nearby islands Miniloc and Pangulasian.

The food, usually served in buffets in the main restaurant or, on special days, at poolside, is adequate and plentiful, and there’s a terrific spa, with massage services starting at around AUD30. A plethora of activities from scuba diving to kayaking and guided eco-tours are available. For me though, one of the most agreeable was sitting at the poolside bar at dusk, ice cold San Miguel beer in hand, watching the sun sink into the ocean.

From USD250 per person sharing

Like its sister resorts on Miniloc and Pangulasian, Lagen caters for weddings, meetings, team-building and other corporate events, with a minimum two nights’ stay required. The offer starts with the use of the accommodation for two at PhP 22,000.00 (about USD500; ie $250 per person) per night. That includes breakfast, boat transfers and use of the resort’s recreational facilities. For groups, there’s a meetings supplement of PhP 1,200 (about USD30.00) per person, which includes a snack, half-day use of the conference room, coffee and tea and the usual meetings set-up and pads and pencils.

“Room rates are negotiable depending on the size of the group and the travel period,” says Bambi Samson, Director of Sales, “so the supplement may change according to the requirements of the group. Rates are higher from November to May, and promos and special rates are usually offered from June through to October.”

The ideal season for team building, when staff can set up a private beach club” as a corporate playground, is February to May. An ideal size for a group is about 40, adds Bambi, but the resorts can handle more, or facilitate a “buy-out” of each property in its entirety.

The usual direct method of getting to the islands is from Manila on Island Transvoyager Inc (ITI), with El Nido Resorts handling the bookings. It’s a 55-minute flight on a 50-seater ATR aircraft, followed by a boat trip of about an hour to get to the islands. Cost of the travel from Manila: about $100 each way.

Undeniably it takes some effort to get there from abroad and it’s priced at a premium, but El Nido is worth every cent.

For more information, email holiday@elnidoresorts.com or visit www.elnidoresorts.com.

The Siteseer was a paying guest at Lagen Island.

Like other cities in the Philippines, Manila has its challenges and drawbacks, not least the traffic snarls and pollution. Its best assets, in my view, are its unfailingly cheerful people and splendid hotels.

I’ve been lucky enough to stay at a selection of really good Manila hotels, including the “Edsa” Shangri-la and Crowne Plaza in Ortigas. They have outstanding facilities in common, at a remarkably competitive price, usually less than half what you’d pay in a comparable property in, say, New York or Sydney and with vastly better service. Recently I checked in for three nights at one of Manila’s best and newest – the five-star Fairmont located in Makati, the city’s main business, shopping and leisure hub.

It represents a step forward for tourism in the city and country, say its marketers, with the last luxury hotel in the area having been built way back in 1993-94.

The 280-room Fairmont is incorporated into a 30-storey tower that includes the 32 all-suite Raffles Makati hotel as well as the 237 one- to four-bedroom Raffles Residences, set up for short- or long-term stays. They’re all owned by the same parent company (FRHI). What makes it especially attractive for business and MICE visitors is that it’s been conceived by architects Arquitectonica and interior designer Bent Severin to ensure guests’ privacy, as far as possible, according to Monique Toda (pictured, left), Director of Communications.

“The design allows for exclusivity,” explains Monique, a 27-year veteran of the hotel business. Its lobby, for example, unlike the cavernous foyers of many hotels, has been created as an assembly of separate, partitioned spaces where people can get together and talk in relative solitude.

“We view ourselves as a kind of oasis in the city and place a high priority on people’s privacy,” explains Monique. “A lot of our conference guests or business travellers like that; they don’t want to be stared at, or to feel ‘out there’ in any way.”

In addition to “Fairmont Gold,” the executive room and lounge offer, the hotel has over 1,700 square meters of meeting and function space, including an 859-square-meter ballroom accommodating up to 600. Additional meeting rooms cater for 30 to 40.

“Having Raffles next door and part of the same complex allows us to attract leisure travellers,” says Marketing Communications Coordinator Bianca Rodriguez (pictured, right).

“The Fairmont is almost exclusively for business people, and we generally tend to offer better rates in July-August.” Another agreeable feature is the “Willow Stream” spa, a headily-scented facility covering 1,200 square meters and including a hair salon, nail studio, mineral as well as outdoor pool.

From around US$200 a day The rooms at the Fairmont start at around US$200 a day, and it offers a swag of conference packages.

Take the “Spectrum Buffet” full-day package for up to 30 people. It includes use of a meeting room for eight hours, morning and afternoon refreshments, lunch, all the usual IT and wifi whistles and bells, free local phone calls, a conference “butler,” and complimentary car park tickets for 10% of the guests. That package is PHP2,280 per person, or just over $50.

Contact the hotel at makati@fairmont.com.

The Siteseer was a guest of Fairmont Hotel in Makati.

The Gold Coast Convention and Exhibition Centre opened ten years ago, and has helped ensure southeast Queensland punches above its weight in the scale and quality of events it attracts. In an interview with The Siteseer, Adrienne Readings, the first woman to be appointed general manager of a convention centre in Australia, looks back on a tumultuous decade and reveals how her facility provides the kind of value that keeps clients coming back.

The Siteseer: Adrienne, you’ve hosted more than 2,000 events in ten years. What’s the secret of your success?

Adrienne Readings: Five-star-quality service. We’re the biggest venue for business events on the coast but being biggest hasn’t made us complacent; quite the opposite. We’re in a competitive hospitality region and know our service has to be world-class so, as a business, we challenge ourselves daily and focus on continuously improving the venue. I believe that’s why we’ve established a strong reputation and developed a solid repeat portfolio. To put it into perspective, two of the past three years have been our best in profitability and cost control.

Our state as a whole performs well against some better-known locations or bigger cities. The fact that we can attract world conferences and win conference bids against some of them tells me we’re doing something right. Indeed we’ve emerged as a serious business events destination and venue that attracts thousands of delegates and delivers an ingredient that sets us apart. Twenty-seven of the original 130 team members, myself included, have been here since opening.

SS: How many visitors have you hosted?

AR: More than two million, who’ve injected about $1.6 billion into the local economy. We average more than 160 business events a year, generating 350,000 delegate days. And we’ve got a broad audience market – from conferences, banquets, consumer shows and concerts through to televised sporting events.

We’ve had the likes of UB40, Pink, Rihanna, the National Final Rodeo, ASP World Surfing Awards and the Supanova Pop Culture Expo that attracts close to 30,000 fans a year. The Centre is also home to big expos including those of Mitre 10, Subway and Bakers Delight, as well as Microsoft.

SS: What impact has the centre had on Queensland and its events industry?

AR: There was a lot of excitement when the state’s third convention centre was built! It increased the region’s event capacity sixfold and opened up opportunities, and of course the community welcomed us with open arms. There’s no doubt it’s aided the Gold Coast in attracting conferences that would have otherwise gone elsewhere.

The centre also brought a lot of employment to the region, not just to itself but to businesses that have benefited from the visitors and events we attract. We work collaboratively with industry and the Broadbeach precinct to market the whole destination. What’s good for the Gold Coast is good for us.

SS: Any event recently about which you and your colleagues are especially proud?

AR: They all differ but some are more complex or pose more challenges logistically. Transitioning from a conference to multiple concurrent sessions, from a trade exhibition to a basketball court overnight or from rodeo to a special event are things we do every day. For me our greatest achievement is receiving the trust and respect of large corporations and the people we work with closely.

But take the annual IGA-Metcash Supermarket Expo. It attracts 3,000 delegates and the client uses up every square metre of our exhibition space by turning it into a supermarket. It grows in size each year. Many of our team, from IT to AV and operations, work on it months in advance to make it a success. It was our first major client and we’re proud they’ve kept coming back for 10 years.

SS: You’ve been quoted in the past as saying events organisers seek high-end technology and a specially tailored product. How are you meeting those requirements?

AR: Staying relevant and fresh is key. It’s obviously vital to keep abreast of the latest trends and provide the best infrastructure and technology. So we regularly audit our resources to ensure we can meet the demands of an ever-changing market.

Our current priority is to ensure we reinvest in the product so everything including our service stays at a benchmarked level. We’ve upgraded our bandwidth and wi-fi capabilities in recent years, and our next priority is to ensure our technology is ahead of its time. That will allow us to think ahead strategically about future events, because IT and AV are essential components in this process. We receive great feedback on our food and service which tells me we’re meeting our clients’ needs here.

SS: How does the centre compare with competitors in offering value for money?

AR: There are some things that can’t be quantified. Some of our longstanding clients say the reason they come back time and time again is, of course, value for money but, more importantly, [they say] it’s for tailored service money can’t buy.

What does that mean in practical terms? One simple rule is we ask clients what their goals are and how we can contribute to their success. In addition our team members say hello to everyone they meet, they help clients feel at home, research how we can make a meal exceptional, and really pay attention to the finest details so customers feel looked after like nowhere else. Our current tagline is ‘love is in the details,’ and the little things make all the difference. We take a similar approach with suppliers. We work well together because our goals are similar.

Value is also embodied in services that event organisers love, like free wi-fi for more than 2,000 concurrent internet users, although this is becoming more and more standard now. When we introduced this two years ago we were one of the first convention centres to do it. We were the first facility of its kind in the world to offer EarthCheck Gold certification, which ensures we operate to the highest environmental standard. Again this can’t be quantified but it’s a contributing factor to why some prefer our venue.

SS: Tell us about your ‘linkage’ program.

AR: We piloted the Linkage Grant Program which aims to support academics and professionals who are prepared to participate in their trade or professional association and nurture future convention hosts who will bid for conventions for the Gold Coast. The program serves a twofold purpose – to attract more international business events to the centre while benefiting six potential grant recipients who each get $5,000 to fund expenses. The program attracted double the number of applications this year, and we awarded four grants. International conferences have long lead times, of up to five years or more, so the recipients may be working on attracting events years away. The program is an investment in the future, and our community.

SS: What are the biggest challenges facing your centre and industry, in your view, and how will you overcome them?

AR: Competition is our biggest challenge. There’s a lot more of it because people over the years have come to realise the value of business events. Our best strategy is to continue working with national industry bodies and regionally with partners like Gold Coast Business Events to raise our profile. We must also attract international market opportunities through joint trade shows and business exchange sessions in the Asia Pacific.

The ever-increasing trend for larger space and concurrent sessions for conventions means that as a venue we’ll need to become larger. Big events require a lot of concurrent spaces; we need more space because we’re losing those. There’s definitely a growing need, once again, to expand but that’s up to the owners, the state government. Expanding would be a great legacy for the Gold Coast on the back of securing the Commonwealth Games.

SS: What must be done by the industry and regulators to ensure a bright future?

AR: Funding for business events and a better understanding in the greater community and government of the immense of value of business events are essential. But the Business Events Council of Australia does a great job helping persuade the Commonwealth Government to increase its support for attracting international conventions and exhibitions.

Reporting on the benefits and flow-on effect that business events generally have for destinations is important in raising our profile and creating awareness. If we can continue to prove our case we can use our industry position to further increase support and ensure a bright future.

Recent day delegate package – AUD69 per person

See here:

http://www.gccec.com.au/love-is-in-our-day-delegate-package.html