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How to Manage Guest Expectations - Web Conference

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Description

Presented by: Kim Araya, Director, American University

Most of us have been given the task to generate significant revenue for our institutions or provide a pathway for more exposure to our campus programs. Universities/colleges have become a popular venue to hold conferences of all sizes year round, and many our clients believe we are a five-star hotel. With all of the competition in our market, clients are demanding more high-end services and at a reduced rate. This program will help you understand how to rise above in a demanding market, meet the needs of your clients, while managing their expectations on housing, dining, meeting space and other on-campus services. We will also discuss the importance of communication, transparency and

managing expectations from the first point of contact.

Learning Objectives:

  • Be honest: you will be shown how to focus on the best qualities, while not hiding the potential negatives
  • Keep your guests informed: I will share with you how I handle communicating to guests about potential construction on campus or in residence halls
  • Before the arrival date: we will give you a sample of our pre-arrival guide to share with your guests, so there are no surprises about amenities and services before the arrival date


Kim Araya is the Director of University Conference & Guest Services at American University in Washington, DC.  Prior to her coming to American University in January of 2014, her previous position for 10.5 yrs was the Director of Conference & Event Services at the University of Minnesota-Twin Cities in Minneapolis-Saint Paul, Minnesota.  She was instrumental in getting the ONE STOP-SHOP concept set-up on the U of MN campus.  She currently opened AU’s conference center in the summer of 2017. Kim is currently serving as a board member for ACCED-I and has served two years as the Region 5 Director and has served on various committees of ACCED-I since 2005.  She works closely with colleagues in various Convention and Visitors Bureaus, area hotels as well as other Universities in the DC/MD area to help market the surrounding cities as well as her University.