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1. Amy Pappas Says:
   April 8, 2009 at 8:45 am

   I tottaly agree.

1. Amy Pappas Says:
   April 8, 2009 at 8:47 am

   Oops, not typing correctly this morning “totally”.

1. Lynne Grant Says:
   April 10, 2009 at 9:55 am

   I can understand why there should not be excessive fees added, however, it does create a challenge to provide quality food when a group exceeds by 60%over the expected number. We require 1 week prior for the guarantee and allow the number to be increased up to 3 days prior. This will ensure quality & service and that is what we strive for. Lately groups have a tendecy to provide a much lower guarantee and hotels/resort fear to not have enough food, when 50 + more guests arrive. It is a perception factor and we all want to give the best we can to our valuable clients. We all need to work as a TEAM and all will be successful

1. Maria Says:
   April 10, 2009 at 7:22 pm

   I can relate to the hotel having to pass on fees to service last minute opportunities that the customer is graciously giving them. However, within twenty four hours, there are time constraints, that may turn in to overtime wages that are incurred, additional fees from vendors that charge us for getting the needed product to serve, not having the adequate staff and having to try to get someone at the last minute to take additional shifts (as they may have a life outside our service industry). There are two sides of every coin. Hotels do have fiscal responsibilities that need to be met, and there is a fine line between service and being held accountable to bring in a profit like any other business. It is obvious this part of the partnership is misunderstand. Hospitality service does not mean it should only benefit the customer. There is always a happy medium that should make both parties successful. If planners would come to understand there is always a price for service, because people are needed to serve. I am sure you would not want to work for free to service your customers. How would you pay your bills?

1. Claire Gould Says:
   April 12, 2009 at 9:46 pm

   Folks,

   This is great we are getting a dialogue – TRUST me Maria – we do understand thre is always a price for service – HELLO 22% to 24% service charge – and with most hotels having a huge “on call” banqueting staff that the majority of them are fighting for work – there is NO REASON AT ALL for pop up fees. Everyone is down in banqueting these days and all service staff is welcoming a last minute phone call to come to work. Plus this money is not getting passed along to the server it is going to the hotels bottom line.

1. Maria Says:
   April 15, 2009 at 11:48 am

   No offense but broad generalizations in how every hotel conducts their business and operates puts many people in the red to service some based on cost concessions, discounts off programs, etc.. As an independent franchise hotel that outsources the food and beverage operation to an upscale restaurant group we don’t have the priviledge of putting it to the bottom line because we do not have the revenue incoming to offset the labor for set up. Contrary to the assumption we do not pass on this to the employee, WE DO! They are at most times multi tasking to ensure all of our services throughout the hotel are up to standards. We actually do rank in our BRAND in the top 25 out of 300+ hotels. Please understand, we have no intention of gouging the customers, but, not all hotels are operated as a hugh 2000+ room convention hotel that has people hanging around the water cooler waiting to work. Every city, every hotel and operation of such is different. We cannot just blanket an assumption that we are making money hand over first. First all whether you are a Starwood, Wyndham, Hilton, etc. most of the agreements are franchise and none of the corporations own or operate the hotels and the $$ is not going to the big guys, but, private investors that expect a profit to the actual owners.

1. Kristi Casey Sanders Says:
   April 15, 2009 at 12:06 pm

   I think Maria raises a great point.

   Claire- are you dealing mostly with major chain hotels?

   From everything I’ve seen with the independently owned and boutique hotels or heard about them from our planning audience, they seem to be a lot more flexible and focused on the long-term relationship rather than short-term gain or one-time sale.

   I have heard a lot of frustrations about fees, lately, but I’ve also heard many in the hotel community equally outraged by what other hotels may be doing that gives everyone a bad name.

   In Austin last week, one planner asked why, if she had purchased a complete, all-inclusive beverage package, it didn’t include coffee once she was on-site. She had to really fight to get coffee put back into her “all-inclusive beverage package.” There were some hoteliers in the room when we were discussing this and they told her that yes, she was right to expect coffee was included and wondered what the hotel justification for not including it after the fact was. One hotel sales person said she had been asked by a planner recently whether the total beverage package included coffee. She thought that was a really strange question, until she heard from the planner in our session. Then, she realized that other hotels must be not counting coffee as a beverage.

   So, I do think there are some weird fees planners are encountering. But, I have to agree with Maria that it’s dangerous to assume that ALL hotels are out to gouge.

   The general response I’ve gotten from conversations with the hoteliers I’ve had access to would be to not do business with properties that are jerking you around (like what Claire’s experienced) and go with properties like Maria’s who value your relationship and are interested in honest dialogue about challenges and compromises.

1. Claire Says:
   April 16, 2009 at 10:11 am

   Folks, keep in mind here I am talking big picture when I am writing these morsels. I am wanting to make planners aware of start looking at your F & B menus and their “rules” before you sign your hotel contracts because for the majority of us across the board an $85.00 pop up fee in this economy in a hotel that banqueting does handle the F & B just doesn’t make sense.

   Also on the other morsel – that gal that wrote that coffee is not included in her beverage package – that does sometimes happens because this at some hotels comes from 2 different departments. Coffee comes through banquets and sodas etc comes through beverages…WHAT SHOULD HAVE HAPPENED and maybe it did – is that when they are giving a price for an all inclusive beverage package – as one would think it included coffee – is hotel should list in bold letters what that includes this way this is no miscommunication…as I do agree the majority of the world should think that coffee is included as technically – that is a beverage – and how the charge back happens is an internal hotel issues and shouldn’t be a customer issue.