Best Venue Customer Service – 300+ attendees, theatre style 2018
Copthorne Tara Hotel London Kensington
The Copthorne Tara Hotel London Kensington is an elegant contemporary four-star hotel in prestigious Kensington, located two minutes’ walk to High Street Kensington underground station. It boasts 745m2 of flexible meeting space, consisting of the Shannon Suite and the Liffey Suite, ideal for hosting conferences, weddings and social events. Both suites provide a dedicated reception, foyer and cloakroom and offer excellent wheelchair accessibility, induction loop technology.
The venue provides a dedicated meetings and events team headed by Pat O’Regan. Pat joined the Copthorne Tara Hotel London Kensington in 1973 and has a continuous service at the hotel of 38 years. Pat O’ Regan and his team is the reason our repeat customers come back to the hotel year after year. The hotel’s meetings and events operations team is a stable team of 6 staff and up to 25-30 casuals subject to the size of events in-house. Pat, Davor and Sashko ensure all operational aspects of the event are organised and in place and operate as a one-stop-shop during the event. Pat and the team are completely hands on in terms of running the event, mindful of all operational costs and ensure events always run smoothly to guarantee guest satisfaction.
East Wintergarden – Canary Wharf
East Wintergarden (EWG) retains a distinctive character whilst being part of the wider Canary Wharf Group. An extraordinary glass structure designed by Cesar Pelli, featuring a 27-metre high arched roof, Italian marble floor and stunning suspended Gallery; it is ideal for a range of events from an intimate workshop to grand gala dinners.
In particular, EWG is popular within the education and health sectors – though additional corporate, government and third sector events make up a sizable part of our portfolio. This year, we have seen 20% increase in the total number of events hosted compared to last. Many clients have used our venue on multiple occasions – with two now in their 25th year. It is our underlying, customer-service driven approach that contributes the most towards our consistent success and this can be seen wherever you look; from case studies and statistics to our client’s confidence and attendee satisfaction.
EWG itself is an exclusive use venue. With unique architecture and spectacular views it truly stands out from its competitors. Clients benefit from the venue team’s vast experience in their roles, which ensures knowledge and understanding of the venue including how best to use it for engaging and creative events.
Our team is committed to providing excellent customer service to all our customers. This is reflected in our event facilities and services. Our meeting rooms and event spaces are of high quality and honestly priced. They all have natural daylight and are equipped with the latest audio-visual equipment. When you step into Friends House, you are guaranteed a warm and friendly welcome, respecting our Quaker values. From our Front of House to our Events and Catering teams, our staff go the extra mile for our customers.
At the root of excellent customer service lies a great team spirit. We encourage staff training to keep up to date with the latest trends and best practice in the events industry. We also pay staff fairly, following our values. In return, staff are well-trained and feel valued, which has a positive impact on our customer service.
We also listen to our customers’ feedback. We take action when needed and show reactivity. We recently appointed a Welcome Host and a Training and Development Chef. These roles will enable us to enhance event experience at Friends House by respectively, providing greater support to event organisers, and continuous innovation in our catering.
InterContinental London Park Lane
InterContinental London Park Lane is one of the most sought after locations in London for meetings, theatre style conference and large scale award ceremonies. The hotel’s dedicated conference and events floor has been designed to deliver the optimum meeting environment and combines state-of-the-art facilities with expansive views across London. The Ballroom can accommodate up to 750 guests for a Gala Dinner and 1,000 for a drinks reception, whilst more intimate rooms such as Berwick, Borough, Camden and Columbia (named after London markets) are ideal for smaller meetings. Food and beverage offerings are always a key focus of any event and we are in the extremely fortunate position to have two exquisite restaurants, Ella Canta and Theo Randall in addition to an extensive list of banqueting menus. We understand that the staff and service are paramount within the hotel, as they are what gives the guest the standard of experience that they would expect, and therefore ensure that all of clients wishes, wants and requirements are acknowledged from the very beginning of the process.
One Great George Street
One Great George Street lives up to its name by successfully juggling its historic beauty with technical innovation and exceptional service. With its enviable location a stone’s throw away from the Houses of Parliament, it attracts an array of diverse customers, but it never rests on its laurels. Its dedication to customer service reaches every corner of its organisation, and its innovative website, blog and extensive social media platforms ensure its online influence follows suit; with its in-house experts easily accessible to all. It continually receives outstanding feedback from customers, earning it a high percentage of repeat business, and an excellent reputation as an outstanding venue. It is particularly attractive to event organisers because it is a prestigious yet affordable one-stop-event -shop. Organisers can sleep easy knowing that all the components for their event are in one place and are managed from concept to completion by one great team.
Exceptional customer service is at the very heart of the Tobacco Dock offering. We may have an outstanding venue, remarkable supplier relationships and ideal location but we believe that none of this would matter if it weren’t for the standard of service we strive to provide for our clients and visitors.
We have a deep understanding of the need for speedy responses, approachable and authoritative team members and high levels of adaptability. We aim to respond to initial enquiries within four hours and provide prospective and repeat clients with comprehensive site visits. Our new 3D tours mean that clients are able to explore our venue from their own desk – providing a convenient solution to those who are overseas or just too busy to attend the site in person.
Each event has dedicated account and operations managers who will build the budget and suggest suppliers as well as co-ordinating the event from start to finish. We’re agile at navigating through changing or evolving briefs and endeavour to accommodate clients’ requests so the resulting event matches or surpasses their vision. We also conduct a thorough debrief post event to see what worked particularly well and also areas for improvement.