SAP Sapphire Orlando City-Wide Hotel Management
SAP Sapphire is one of the largest high tech conferences in the world with over 15,000 attendees. Vision was asked to manage the room block, VIP services and hospitality program of SAP’s largest program held in Orlando. The housing block included 23 properties with 9800 peak room nights. All hotels were in the area surrounding the Orlando Orange County Convention Center and included: The Peabody Hotel, Westin, Marriott, Hilton, Rosen (all four properties), Loews Royal Pacific, Hard Rock Hotel, Caribe Royal Orlando, Embassy Suites, Portofino Bay Resort and 10 second tier properties.
Our challenge was to design a room block to exceed the client’s goals:
- Control the rooms inventory in and around the convention center with the correct agreements in place so competitors could not book any rooms during the program
- Zero attrition and zero complaints
- Develop a hospitality and VIP concierge program that would provide a personal touch for such a large conference
Vision organized a team of eleven staff from top hotels around the world. These individuals are experts in hotel room management and guest services. Five managers worked pre-event on room block management. Eleven onsite managers were each assigned one large and one small property in the same vicinity.
Vision met with the staff at each hotel property beginning two months in advance to set expectations for overall housing management. An incentive program was put in place to help keep morale and service levels at their highest with hotel front desk employees.
Vision handled all rooming list reviews and housing corrections, both pre-event and onsite. The housing site was open until 72 hours prior to the first guest arrival. Vision checked every internal rooming list against each hotel list generated by the reservations department. Each list was thoroughly checked for duplicates, misspellings, room type, arrival and departure dates.
If attendees arrived at a property and did not have a reservation, a plan was in place to find this guest a room. Transportation was provided to all properties during one of the hottest months in Orlando with cars stationed outside each major property, with the air-conditioning running. This made it easier to transport guests who did not have a reservation. This personal touch was well received by the guests.
The VIP portion included the coordination of all Presidential Suites, Junior Suites and Villas at the 23 properties in the block. Vision staff did a room check of each of the rooms to make sure that the guest would have no concerns upon arrival. Every executive, speaker and VIP received a personal meet and greet upon arrival by one of our Vision managers. All special requests were handled by Vision with the utmost care and discretion.
The result – a program with zero attrition and zero complaints!