Case Assignment Checking in@the Hospitality Industry Conference Proposal

Prepared for: Block : CHI Group & team No: Ms. Huynh 1314-A 11A The Hague Date submitted: 17 October 2013

Tanacha Pijloo 631087

Lotte Sonnevelt 631084

Roman Kulik 631139

Nicholas Lurie 631055

Yvette van Leijsen 631070

Andrei Cristescu 631050

Preface
For our first course Checking-in at the Hospitality industry we were asked to write a conference proposal as a final report. The conference proposal is prepared for the First International Conference on Luxury Travel. Our team, 11A, consisting of Yvette van Leijsen, Tanacha Pijloo, Andrei Cristescu, Lotte Sonnevelt, Nicholas Lurie and Roman Kulik went through the feedback from the sales manager and came up with a detailed conference proposal, applying all our professional skills and knowledge. Our team has decided to base a conference on the facilities of the Crowne Plaza Den Haag Promenade, taking into consideration all the needs and wants as well as the benefits sought of our business guests. In our conference proposal you will find detailed information about all the facilities and services for the First International Conference on Luxury Travel to make it successful and memorable.

(Crowne Plaza Den Haag, 2013)

Crowne Plaza Den Haag - Promenade Van Stolkweg 1 2585 JL Den Haag The Netherlands Tel: +31(0)70 352 5161 Fax: +31(0)70 354 1046 Email: info@crowneplazadenhaag.nl

Dear Mr de Kempenaer, Crowne Plaza Promenade Den Haag would like to thank you for taking interest in our hotel and granting us the opportunity to present you with this proposal on the First International Conference on Luxury Travel to be hold from 21 24 November. Crowne Plaza has built up a reputation for providing luxury services for both business and leisure guests alike. It boasts 5-star facilities ranging from its luxury health club and spa to its outstanding state-of-the-art business conference facilities. Crowne Plaza will cater to all of your needs through outstanding service to create as warm and as comfortable an experience as possible. Located in between the beaches of Scheveningen and the business centre of The Hague, Crowne Plaza is ideally situated for the First International Conference on Luxury Travel due to the busy schedule and travel requirements for the business guests and their partners. The leisure guests will have the opportunity to enjoy the vibrant surroundings of The Hague through the exciting schedule that the team at the Crowne Plaza has organised. In the attached proposal several important talking points are reviewed, such as arrivals and departures, the dining options for the conference and the facilities offered by the Crowne Plaza for both business and leisure purposes. All the facilities and services are explained in detail through the main content of the proposal and the cost calculations, as well as the appendices. Due to the determination and high standards of all of the team and facilities, Crowne Plaza believes that it is more than capable and fully prepared to meet and exceed the expectations of the First International Conference on Luxury Travel. A preliminary reservation has been made in the name of the First International Conference on Luxury Travel. After the confirmation of the reservation, Crowne Plaza will take immediate action and start the preparation towards the conference. Crowne Plaza kindly request the confirmation within 10 working days. Crowne Plaza Promenade Den Haag would like to thank you for your time and patience, and would feel privileged to be selected to host the First International Conference on Luxury Travel. Should you have any further questions, please do not hesitate to contact us. Yours sincerely, Team 11A Events department Crowne Plaza Promenade Den Haag

Table of Contents
Preface Company Cover Page Cover letter 1. Pre-Meeting Activities
1.1 Ground Transportation 1.2 Parking 1.3 Accommodation 1.4 Group Check in Procedure 1.5 Equipment drop off, storage and pick up 1.6 Materials Shipping 1.7 Terms of Payment 1.8 Signage 1.9 Safety and Security Plan

3 5 7 11
11 12 12 13 13 13 14 14 15

2. On-site Activities
2.1 Hospitality Desk 2.2 Meeting Rooms 2.3 Other Facilities 2.4 Food & Beverage 2.5 Gala Dinner 2.6 VIP Requirements 2.7 Partner Program 2.8 Excursion Delegates

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17 17 18 19 21 21 22 22

3. Cost calculations
3.1 Ground Transportation 3.2 Accommodation 3.3 Meeting Rooms 3.4 Other Facilities 3.5 Food & Beverage 3.6 Gala Dinner 3.7 VIP Requirements 3.8 Partner Program 3.9 Gift bags 3.10 Children program Total Costs
9

23
23 23 23 23 24 24 24 25 25 25 25

4. Extras
4.1 Room gifts 4.2 Children Program 4.3 The unexpected 4.4 Green Key

27
27 27 28 28

Appendices
App. 1: Conference Schedule App. 2: Ground transportation App. 3: Group check in procedure App. 4: Safety and security plan App. 5: Meeting rooms App. 6: Other facilities App. 7: Food & Beverage App. 8: Gala dinner App. 9: VIP Requirements App. 10: Partner program App. 11: Excursions delegates App. 12: Children program 29 30 34 37 40 41 42 43 46 47 48 49

References Accountability Report

51 57

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1. Pre-Meeting Activities
1.1 Ground Transportation
The guests will be arriving at Schiphol International Airport from different countries at different times (app. 2.1). For the transportation, an arrangement with a transportation company will be made. In the airport, qualified chauffeurs will be waiting for the guests with a name board and a company name, so the guests will notice them on entry to the arrival hall. The companys priorities are customerfriendliness, customers comfort and safety. Well trained drivers will serve the guests to their convenience (PriVip, 2013). The transportation company will provide our guests with 2 types of cars, the first being the Audi A8 L for the VIPs (app. 2.2 & 2.3). Brand new luxurious Audis are equipped with private screens with a multimedia system, complimentary internet access and a privacy glass separating the guest from the driver (Radema, 2013). For other guests, Mercedes Benz Viano cars will be arranged, which have a capacity of 6 people and are all equipped with a business package. This consists of leather seats, wireless internet, extra leg room and an open-close button tray that can separate the guests from the driver if they would like some privacy (Transpo Executive, 2013). For the delegate who will attend the conference with his 6 children we will arrange a Mercedes Benz Vito that has a capacity of 8 people (Transpo Executive, 2013). As flights are sometimes delayed, our chauffeurs will be constantly informed about the exact arrival times. This will be communicated by collecting the necessary information such as the flight numbers of all the guests. This is to reduce the stress of the guests, decrease disorder and make their departure from the pickup point as flawless and as simple as can be (Allen, 2006). All cars have got a low CO2 emission and they meet all modern environmental standards. Thursday 21 November: The guests will arrive at Schiphol International Airport with different flights at different hours so the pickup will be arranged according to the flight arrival times. If delegates flights arrive at the same time, they will share transportation to the hotel. All VIPs will have a private car. Friday 22 November: Due to Friday being the first day of the conference, all the delegates will have a busy day, meaning that transportation is not necessary for the vast majority. At the end of the program for the day, if the delegates and guests would like to travel, we can arrange taxis. This, however, will incur a surcharge to be paid in full to the taxi company themselves. Saturday 23 November: For the excursion to Rotterdam a luxury coach will be organised, featuring comfortable leather armchairs, full bar/kitchen, toilet facilities, video/DVD and a round conference corner. The coach will leave from the hotel at 12.30 and will return at 17.30. For the excursion to Amsterdam, an identical luxury coach will be arranged. The coach will leave from the hotel at 9.30 and will return at 13.30 Sunday 24 November: The guests will be transferred back to Schiphol International Airport in the same cars as the first day.

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1.2 Parking
Crowne Plaza Den Haag Promenade offers 24-hours valet-parking facilities a service in which guests at a hotel, restaurant, etc., can have their cars parked by an employee (Merriam Webster, 2012) for the guests of the hotel. 222 parking spots are located around the hotel, which will be monitored by the hotel security at all times (Crowne Plaza Den Haag, 2013). Several larger parking spots, which are located close to the entrance, are reserved for guests with reduced mobility. Every guest coming by car to the conference will have the possibility to park their car free of charge for the duration of the conference.

1.3 Accommodation
For the partners and the delegates of the First International Conference on The Future of Luxury Travel a reservation for 31 rooms has been made. The guests will stay in 3 different types of room: Deluxe Rooms The Deluxe Rooms are spacious and comfortable. These rooms are non-smoking but have a balcony. The balcony provides you with an attractive view over the park or The Hague city centre. All the Deluxe Rooms are equipped with a bathroom with a bath or shower. These rooms also have controlled air conditioning, a mini-bar, spacious desk, laptop safe, coffee and tea making facilities and a sitting area. Wi-Fi internet is free throughout the hotel (Crowne Plaza Den Haag, 2013). There are 20 Deluxe Rooms reserved for this conference. Club Rooms These rooms are in the new wing of the Crown Plaza Den Haag Promenade. The Club Rooms are in the style of Royal Blue. These corner rooms provide you with a view over the park or The Hague city centre. The Club Rooms consist of a king size bed and an en-suite bathroom with a shower and separate bath. Club Rooms are equipped with controlled air conditioning, a mini-bar, spacious desk, laptop safe, coffee and tea making facilities and a sitting area (Crowne Plaza Den Haag, 2013). The mini-bar is included in the room rate. The hotel has reserved 9 Club R ooms for the VIPs from the First International Conference on Luxury Travel. Junior Suite The Junior Suites are more spacious and have two rooms, consisting of a bedroom and a lounge. There is also one Junior Suite with two bathrooms and one lounge. Complimentary extra beds can be placed in these rooms for families (Crowne Plaza Den Haag, 2013). Two Junior Suites have been reserved for the delegate that brings their 6 children. These two Junior Suites will be adjoining rooms so that the whole family can stay close to each other. Due to the fact that this delegate is paying for his own 6 children, he will pay the difference between the Club Room and the Junior Suite. The difference will be 204 for both rooms per day. This means that the total difference will be 612 . The First International Conference on the Future of Luxury Travel will pay 1,200.

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1.4 Group Check in Procedure

Prior to the arrival of the delegates and guests, the front office of Crowne Plaza will prepare everything that is needed for a speed check-in of the group. Several days before the conference, exact rooms will be confirmed so that all of the departments will have time to prepare the rooms according to the needs and wants of the guests. Before the conference the reservation department will ask organisers for certain details of the guests (last name, first name, scan of an identity card/passport) so that the reception staff will not spend extra time completing it on the day of arrival. Deluxe Rooms and Club Rooms will be located on the same floor and the Junior Suites for VIPs will be on the top floor. The day before the arrival, the front office will be given a group arrival list (app. 3.1) containing all names, room numbers and details. These will be on the system as well, so the only requirement from the guests will be a signature on the group list. All room keys will be prepared one day before the arrival and will be in key holders (app. 3.3). As most of the delegates will bring their partners, two keys will be available and the second key can be provided immediately upon request. Every key holder will state their room number, surname and the period of stay. For the conference, a special payment account will be prepared for all of the expenses to be transferred there. During the check-in, the hotel will not take any payment details from the delegates which will also save time. Every delegate will receive a program of the conference and a small guide about The Hague. Porters will take care of the luggage just after the cars arrive and will show the guests to their rooms. Hotel staff members will be available 24/7, standing in the lobby, assisting guests with their check-in and going around the hotel with them which will make a very good first impression (Allen, 2010). The front desk of Crowne Plaza is equipped with 4 computers for check-in which means that there will be very little queuing (Crowne Plaza Den Haag, 2013). Early check-in from 9 AM will be also available free of charge for every guest.

1.5 Equipment drop off, storage and pick up

A custom made procedure has been set up by Crowne Plaza for equipment drop off, storage and pick up. A Deluxe room will be emptied so that it can be used for storage. Upon request the delegates can utilise this service. Once the equipment is transferred to the hotel, Crowne Plaza will store it in the Deluxe Room. In order to maintain the safety and security, Crowne Plaza will require information about the objects that will be stored, whether it will be about equipment or luggage. On top of that, some personal details of the guest are needed to make sure that only the owner has access to his or her stored belonging (Crowne plaza, 2013).

1.6 Materials Shipping

When delegates need shipment, Crowne Plaza will arrange that. One week before the conference starts, the shipment process will begin. Crowne Plaza will make sure that the materials are shipped to location so that they will arrive at least 24 hours before the arrival of the delegates. All equipment orders will be verified (for instance A/V) and the arrangements for shipping back the materials will be organised. A day before the start of the conference all the shipped materials will be carefully checked (ihg, 2013). Crowne Plaza works together with FedEx to achieve all the necessary removals. FedEx provides professional world-wide shipment services whenever it is express or less urgent, small packages or heavyweight. They ship to over 220 countries and areas and they have Customer Service centres all over the world. FedEx is at the forefront of their industry and therefore are the perfect company to safely transport any of the delegates requirements (FedEx, 2013).

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1.7 Terms of Payment

In order to secure a confirmed conference reservation the customer will be required to: Sign and return the conference contract to the Banqueting and Events Manager within the time frame agreed to between the Crown Plaza Promenade Den Haag and the guest. In the event that the signed contract and proof of payment is sent after the agreed Room Holding Period, the guest should ensure that they confirm that the rooms are still available at the time of requested confirmation. Cancellation Policy Should your confirmed booking be cancelled: Between 60 < 45 days prior to the date of the function, a cancellation fee of 50% will be levied. Between 44 < 31 days prior to the date of the function, a cancellation fee of 65% will be levied. Between 30 days prior to the date of the function, a cancellation fee equivalent to value of the function as stated on the signed contract. Payment Terms Payment of a Conference is accepted either by bank transfer or credit card. Crown Plaza does not accept cash for large events on property and as such any cash payments must be done as a direct deposit into the Crown Plaza Promenade Den Haag bank account. The hotel does not have a facility to process cheques or creditors accounts. Final Numbers Changes in final numbers are required two weeks prior to the date of the function. However, should your numbers increase on the day of the function, charges will be levied accordingly. Please note that this is for catering purposes. In the event of numbers increasing where an additional room is required, this is subject to room availability (grannymouse, 2013).

1.8 Signage
Signage is integral to the communication of information to guests at any event (Bowdin, Allen, OToole, Harris and McDonnell, 2011). The Crowne Plaza will make use of the digital screens in the reception and TVs in the bedrooms to provide digital signage (Crowne Plaza, 2013). The purpose of digital signage is to provide more vivid information so that the guests remember it with more ease (signpostdigital, 2013). Digital signage is also useful for when information is changed or for when more information is needed to be shown, such as departure times, promotions and directions (blog.lavi, 2012). Two of the most important issues when it comes to signage are the location and the simplicity (Bowdin, Allen, OToole, Harris and McDonnell, 2011). The Crowne Plaza will therefore make sure that all signage is visible on arrival and available in reception, bedrooms and conference rooms throughout the duration of the conference.

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1.9 Safety and Security Plan

Safety is one of the most important things in a hotel. The guests need to have the feeling that they are always safe, otherwise they do not want to come to the hotel. Crowne Plaza is very focused on safety and security (Guth, 2013). Safety: Safety is the prevention of incidents caused by no one, for instance, flooding of a city, a natural fire and an earthquake (Ms Huynh, 2013). Most of the time these incidents are unexpected because you cannot prepare for it. This is one of the main reasons why hotels have a safety and security plan. The most basic safety equipment are smoke detectors, fire extinguishers and sprinkler systems. (Raymond C. Ellis, Jr, David M. Stipanuk). Crowne Plaza has this equipment and the employees of the hotel knows how to handle it in a dangerous situation (Guth, 2013). Security: Security is the prevention of incidents caused by someone, for example hacking a computer or starting a fire deliberately (Ms. Huynh, 2013). These incidents are committed by criminals and are well thought-out, making them extremely dangerous. These incidents can be prevented by having a security team of well trained employees who are full-time personnel. Full-time personnel for the security team are a necessity as they have extensive knowledge of the security plan. They are responsible for the security of not only the hotel itself but also the guests within the hotel (Ellis, D.C. & Stipanuk, 1999). Safety and security in Crowne Plaza During the Conference the standard safety and security rules are followed by Crowne Plaza. This means, for example, that all the smoke detectors are on, the sprinkles are on and there are at least one of two BHV people in the building in case of any problems (Guth, 2013). In every room there is a map of the building (app. 4.1). Beside the stairs in the lobby, there is an evacuation chair for disabled guests who are on the first floor (app. 4.2). Furthermore, every employee is required to know the emergency procedures (app. 4.3 & 4.4).

Safety equipment in the rooms: - Sprinklers - Smoke detectors - Safe-deposit box - Key card lock (Guth, 2013)

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2. On-site Activities
2.1 Hospitality Desk
Next to the reception, in the hotel, there is a hospitality desk. The hospitality desk will be available for the entire duration of the conference to assist the delegates with their needs and wants. The desk will be available every day from 07:00 - 20:00. During non-working hours delegates can ask for assistants to come to the reception desk. Amongst the staff there will be English, Dutch, Spanish, German, French, Mandarin and Russian speakers. Via the hospitality desk, delegates can arrange transportation services, ask for information about all meeting sessions taking place, coordinate coffee breaks during the day, request information about the leisure activities around the city (for example theatres and museums) and request anything else to make their stay more comfortable. On the day of departure, the hospitality desk will monitor any flight changes and will make sure that every delegate will catch their flight on time (Dreamz Conference Management, 2012).

2.2 Meeting Rooms

The Crowne Plaza Den Haag - Promenade has 8 multifunctional meeting rooms (app. 5.1). These meeting rooms are stylish, spacious and will give you all the comfort that you need during the general sessions. Disturbance from other rooms, due to noise, will not be an issue as all the meeting rooms in the hotel are soundproofed (Crowne Plaza Den Haag, 2013). Due to the variety of choices of meeting rooms, all of the rooms that are appropriate to the requirements of the International Conference on The Future of Luxury Travel are listed below. These meeting rooms are connected to the break area where the delegates will have their breaks between the presentations. All of the meeting rooms are wheelchair accessible (Crowne Plaza Den Haag, 2013). Meeting rooms for the delegates of the International Conference on The Future of Luxury Travel: Oranje room Classroom Theatre Carr Cabaret Park room Classroom Theatre Carr Cabaret Salon room Classroom Theatre Carr Cabaret

42 65 38 50

42 65 38 50

30 40 24 44

Points Ground floor Adjoining with the Park room Daylight and air conditioning

Points Ground floor Adjoining with the Oranje room Daylight and air conditioning

Points Ground floor Daylight and air conditioning

To make sure that the meetings will go smoothly there will be a manager who will be available all day and every day during the conference. Each event has a dedicated staff member for the entire duration to change the water bottles and clean up the rooms during the breaks (Van Der Aar, 2012). Standard facilities available in every meeting room - ISDN lines - Wireless Internet - Meeting kits with office supplies - Projectors

Screens Video conferencing Lightning equipment Sound equipment

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2.3 Other Facilities

Promenade Health club and Spa Below the hotel, guests will find the Promenade Health Club & Spa. This covers an area of 900m 2 and is an outsourced facility which external guests can also make use of. It was recently opened in July 2012 and therefore the facilities are state-of-the-art. This will provide all the delegates and guests the opportunity to discover The Hagues newest spa and wellness centre. There are many saunas that the guests can use. Guests can choose from several different types of saunas, such as the infrared sauna, the Finnish sauna, the steam room or the outdoor sauna (all of varying temperatures). The spa can cater for everyones taste. Guests can also enjoy the swimming pool and keep in shape by making use of the fitness centre. As the Health club offers personal trainers, there is the opportunity to get individual guidance and receive your own fitness schedule. Furthermore, the certified masseurs can help to heal injuries or allow guests to fall into a state of complete relaxation in one of the treatment rooms. If guests would like to experience the pleasures of a massage or receive professional advice from a personal trainer, an appointment is necessary. This is so that all the guests can receive treatments and advice without the spa and wellness centre becoming overcrowded. Any special requests can be passed on to the health club reception. The swimming pool and fitness facilities can be used by the Crowne Plaza guests free of charge (Apollo Hotels Resorts, 2012; Crowne plaza, 2013). Aveda hair dresser and nail studio Next to the fitness centre and facing the swimming pool is the Aveda hair dresser and nail studio. It is part of the Promenade Health Club and Spa, however remains independent to it and has its own reception. This service is not complimentary for health club members and hotel guests, and so can be reserved at a surcharge by the delegates and guests. The specialists are skilled in a wide variety of styles and can fulfil any request that the guests may ask of them (Apollo Hotel Resorts, 2012). Smokers lounge The Crowne Plaza hotel offers their guests an indoor smoking area which is custom made for smokers. In the rest of the building smoking is prohibited (app. 6.2) (Apollo hotels resorts, 2012). Transportation At the reception it is possible to rent a bicycle or a scooter for a whole day or half a day. Both the scooters and the bicycles are in a good state and are provided with a solid lock. Although the bicycles and scooters are fully insured, a deposit will be required (Hotels, 2013). When renting a scooter, the guest needs to own a valid AM or B driving license (Sunder bromfietsen, 2013). Public transportation is within walking distance to the hotel as there is a tram stop nearby (app. 6.1). The tram goes to the centre of The Hague or to Scheveningen Boulevard (Crowne plaza, 2013). Laundry service Whenever the guests would like to have their clothes cleaned, they can make use of the laundry service. In each room there is a laundry bag in which clothing can be placed. Once guests have done that, they need to close it and fill out the attached form. All the prices are quoted in a list on the form. After that, the guest needs to leave the laundry bag in the bathroom or near the entrance inside the room (ehow, 2013).

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2.4 Food & Beverage

Luxury breakfast buffet
Each day of the conference will start with a traditional high-quality continental breakfast, A hotel breakfast that may include sliced bread with butter/jam/honey, cheese, meat, croissants, pastries, rolls, fruit juice and various hot beverages. It is served commonly in the continental Europe, North America (BusinessDictionary.com, 2013). Food disposal: High fibre cereals, daily yoghurt, freshly made bakery with an assiette of hams and dairy cheeses and seasonal garden fruits will be served, accompanied with filter coffee, traditional and fruit teas, and a large variety of freshly pressed juices (Taunton n.d., 2013). A choice of boiled eggs, smoked salmon or homemade ham, bacon and sausages will be provided for the guest. Homemade marmalade and mixed fruit jam will also be available. Type of service: The breakfast will be served as a buffet, which makes it a self-service occasion. In that way the delegates will be able to arrange their own schedule before the meeting starts. Furthermore, Crowne Plaza can serve your breakfast to your room at any time without an additional charge as breakfast is already included in the price of the room. Atmosphere: In the restaurant all the tables are drafted with table-covers, white napkins and a glass blown black vase with an orchid (Brasserie Brut, 2012). If room service is requested, breakfast can be enjoyed either in bed or in the arm chair overlooking the park. Breaks During the course of the conference, three breaks with different themes will take place. The themes for Friday will be a 100% liquid diet and the future of room service food and beverage. The wellness break will be organised for Saturday (app. 7). Lunch The lunch will be a cold and a warm buffet. Various types of breads, salads, fruits, and hot and cold beverages will be served. The delegates will also be supplied sweet pastries such as scones, muffins and sweets to keep their energy levels high. Food disposal All the food for the lunch will be taken care of by local suppliers. Type of service The lunch will be a buffet. The delegates will be able to get the food from the hot and cold buffet and so will be able to decide on the quantity of food. Atmosphere The tables are laid with table-covers, white napkins and a glass blown black vase with an orchid (Brasserie Brut, 2012). The delegates will only have lunch at the hotel Friday 22 November and on Saturday they will be provided with a packed lunch for the excursion. Boxed Lunch On Saturday the delegates will go on an excursion. Crowne Plaza will then provide lunch boxes that are already compiled pleasantly with fresh food. The delegates have the option to choose from two different filled boxes:

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Lunchbox Fish Lunchbox Vegetable Lunchbox Meat Spinach and anchovy tart Creamy risotto layer cake Pork and ham pie Corsican anchovy bread roll Tuscan tomato bread roll Primal bread roll (with olives and oregano) Piece of gingerbread (with Piece of gingerbread (with Piece gingerbread (with butter) butter) butter) Piece of fruit Piece of fruit Piece of fruit (BCC Good food) The beverages are provided separately as the delegates will be able to choose from a wide range. Alcoholic drinks During the dinners, receptions and feasts, it is possible for the delegates to have an alcoholic drink. Drinks with low alcoholic content, such as beer and wine will be served during the conference. Spirits and liquors can also be served throughout the evenings, but these must be purchased by the delegates or guests on the night. Dinner The guests will have dinner at the hotel on three evenings. Thursday will be organised as an opening reception, Friday will be a themed dinner and on Saturday a gala dinner will be arranged. Themed Dinner The themed dinner that will be served for the delegates and partners will be held in Brasserie Brut Bubbles & Bites. The theme for this evening will be Avant-Garde cuisine 2020. As everybody already knows, nobody can take a look into the future. Because of this the chef will prepare a molecular menu (Wikipedia 2013). The chef will create a menu out of science with different kinds of cooking styles that probably are unknown to the delegates and partners. The chef will use viscosity & polymers, elasticity and many more molecular cooking styles (Harvard, 2013). Evening reception On Friday there will be an evening reception for the delegates and their partners. The theme will be trends in coffee and tea. Farewell gathering On Sunday the conference will close and a farewell gathering will take place with the theme one for the road. Kids menu The children will spend the conference with their nanny, meaning that they do not have to eat with their parents. Crowne Plaza has made a special kids menu.

Diet requirements and allergies Prior to the conference, all delegates and partners will receive a letter requesting any dietary requirements and special needs. Crowne Plaza will then take that into account when providing the meals.

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2.5 Gala Dinner

On the last evening, 23 November, there will be a Gala Dinner. This dinner will take place in the Residentie Zaal. This dining area has more then enough space to accommodate both the dinner and live music (Crowne Plaza Den Haag, 2013). All the delegates and partners will be informed that the dress code is black-tie. The delegates will find an invitation (app. 8.1) in their rooms with the dress code, time and location (Frank S.R. de Wijn, 1999). Prior to the start of the gala dinner, the delegates and their partners will have a reception in an adjoining room, with a glass of champagne and a small amuse bouche. For the gala dinner all the tables are round and set up in dining form. We will have two VIP tables at the front of the room, close to the podium (NH Barbizon Palace, 2013). The seating plan can be found in (app. 8.2). Every delegate will sit next to his or her partner for the entirety of the dinner. Name cards (app. 8.3) of the delegates and their partners will be placed on the table (Patt Coons. 1999). All the dishes will be served by the plate-service method, which in French is called Service lassiette. According to this method, all the dishes are prepared in the kitchen. This not only increases the speed of the service, but also improves the quality of the presentation of the dish. The waiter will carry two plates on his left hand and will serve them on the right side of the guest, using their right hand. This method is used so that everybody on the same table will have their dish served at the same time (Passie Horeca, 2013). During the gala dinner it is very important that all the dishes will be served at the same time, however, the VIP tables will be served first. For the duration of the evening there will be eight staff working to ensure that service runs smoothly (Van Der Aar, 2012). The theme for the gala dinner will be Dutch with a twist with the menu being designed accordingly. The menu will include the highest standard of regional products and avant-garde cooking. We need to understand that the traditions of today were the avant-gardes of yesterday (J. Andres, 2011). Every course in the menu will allow the guests to see, taste and experience many different Dutch delicacies. You will find the menu in (app. 8.4). There will be a live Jazz band during the whole evening. They will start at 18:00 and will continue to play until the end of the evening. When the delegates have their dinner, the band will play more relaxed and calming music. After the dinner, several tables will be removed from the room so that there is the opportunity to dance (Van Der Aar, 2012).

2.6 VIP Requirements

VIPs will be given extra attention and provided with additional luxury throughout their stay at Crowne Plaza (Nadler, 1987). They will receive access to a number of services and amenities that serve the purpose of making them feel even more comfortable and welcomed in the hotel. On the day of arrival the VIPs will be transported to the hotel by the car service mentioned in ground transportation. All staff will be given information as to who the VIPs are so they can greet them by name. The check in procedure that the Crowne Plaza uses is already optimised to the point where an express check-in for VIPs would not yield any extra value. After the check-in, a cocktail will be brought up to the room for both the delegate and his/her partner. The cocktail will be served inside a pineapple as a play on the international symbol of hospitality (app. 9.2) (John Walker, 2008). In the room (besides basic amenities such as pens, bath robes and shampoos) the special guests will have a personally hand written note on the bed welcoming them to the hotel and a bouquet of lilies (app. 9.1) to brighten their day. Every day the VIPs can also choose from a wide range of newspapers and magazines including a range of womens magazines ( Van Aken, Haucke, Hummel, 2002). VIPs will also be able to make use of complimentary services such as express dry cleaning, massages and valet parking in addition to sessions with a personal trainer at the gym and access to the spa.

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2.7 Partner Program

During the conference, there will be a program for the partners of the delegates. The arrival time of all the guests is on Thursday afternoon, so the partner program has been organised for Friday morning (app. 10). Every partner can participate in the program but it is not mandatory. They will able to register at the reception whenever they want. Partners who are not interested in the program can make their own plans. If they need transportation or help with any other problem, the partners can seek assistance. As the delegates and their partners are from many different countries, some of the activities will be typically Dutch so that they can learn more about the culture. Crowne Plaza has a beautiful spa in the hotel which will be available for the partners to use at any time they wish (subject to regular opening hours).

2.8 Excursion delegates

The luxury coach will pick up the delegates on November 23 at 12:30 at Crowne Plaza and they will leave to The Hague City Centre where they will embark on the boat (App. 11). The Avonturier boat is a heated covered boat so they can enjoy the excursion in any weather condition (Salonboot, 2013). The excursion lasts for 2 hours and consists in visiting key monuments of The Hague and Delft and a guide will provide some information about the history and architecture style of the two cities (Salonboot, 2013). On board they will have a lunch consisting of a luxurious assortment of fresh breads, including bagels with cream cheese and salmon and triangles with tomato & mozzarella or goat cheese & honey (Salonboot, 2013). The lunch will be provided by the Diamond Ring Delft, one of the best bakers in the Netherlands. After the boat tour the delegates will return to The Hague City Centre where the coach will take them back to Crowne Plaza - Promenade Den Haag.

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CHECKING IN CONFERENCE PROPOSAL | HOTELSCHOOL THE HAGUE | ACADEMIC YEAR 2013 - 2014

3. Cost calculations
3.1 Ground Transportation
Cost single unit Audi A8L Mercedes-Benz Viano Mercedes-Vito Luxury Coach 90 150 140 800 Number of units 14 14 2 2 Total costs transportation Total costs 1,260 2,100 280 1,600 5,240

3.2 Accommodation
Rooms Deluxe rooms Club rooms Junior suite Reservations 20 9 2 Cost of the rooms per night 158 x 20 = 3,160 200 x 9 = 1,800 302 x 2 = 604 Total room costs The delegates have to pay 4.76 per person per night city tax. Delegates Per night city tax Total price 3 nights 60 60 x 4.76 = 285.60 285.60 x 3 = 856.80 Total accommodation costs Total price 3 nights city tax Total Accommodation costs 16.080 856.80 16,936.80 Total costs 3 nights 3,160 x 3 = 9,480 1,800 x 3 = 5,400 604 x 3 = 1,812 612 = 1,200 16,080

3.3 Meeting Rooms

Cost 1 day Costs 3 days Oranje Room 1,200 3,600 Park Room 1,200 3,600 Salon Room 700 2,100 Total cost meeting rooms 9,300 Reference: Chantal, Banqueting manager, Crowne Plaza Promenade The Hague.

3.4 Other Facilities

Transportation Bike rental Scooter rental Helmet rental (obliged when driving a scooter) Half a day 8.75 16.25 1.00 Whole day 17.50 per bike 32.50 per scooter 2.00 per helmet

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CHECKING IN CONFERENCE PROPOSAL | HOTELSCHOOL THE HAGUE | ACADEMIC YEAR 2013 - 2014

3.5 Food & Beverage

Food and beverage Breakfast Breakfast Breaks 100 % liquid diet The future of room service food and beverage Wellness Lunch Lunch Boxed lunch Dinner Opening reception and dinner Dinner Gala dinner Reception Opening reception Evening reception Evening reception and party One for the road Drinks during the meetings Total Food & Beverage costs Number of people 60 30 30 30 30 30 60 60 60 60 60 60 60 30 Price per person 28 12 18 15 35 30 60 54 65 20 25 40 22.50 25 Costs 1,680 x 3= 5,040 360 540 450 1,050 900 3,600 3,240 3,900 1,200 1,500 2,400 1,350 750 22,005

3.6 Gala Dinner

Residentie Zaal Cost 1 day 1,500

3.7 VIP Requirements

Cost 1 person Pineapple Not applicable Bouquet of flowers 29.50 Totals costs VIP Requirements Total Costs 16.50 295 311.50

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CHECKING IN CONFERENCE PROPOSAL | HOTELSCHOOL THE HAGUE | ACADEMIC YEAR 2013 - 2014

3.8 Partner Program

Escher in Het Paleis Museum Lunch in Fine Fresh Food Sushi workshop Costs per Number of people person 8 30 12.50 30 39.95 30 Total costs partner program Total costs 240 375 1,198.50 1,810.50

3.9 Gift bags

Items Men Dutch key fob men Stroopwafels men Coman Elegance VS cognac Summer rain shower gel Rituals In-ear headphones Woman Dutch key fob woman Stroopwafels woman Licor 43 Wedge of cake made out of soap In-ear headphones Children Twister Colour pencils Tamagotchi Mini stroopwafels Colouring book Total 6 x 23.95 = 143.70 6 x 3.40 = 20.40 6 x 3 = 18 6 x 2.30 = 13.80 6 x 11.49 = 68.95 6,178.75 Per 40 31.95 30 x 2.30 = 69 30 x 21.95 = 658.50 30 x 7.50 = 225 30 x 65 = 1,950 Per 40 31.95 30 x 2.30 = 69 30 x 26 = 780 30 x 4.95 = 148.50 30 x 65 = 1,950 Costs

3.10 Children Program

What Sea life Madurodam Kids programme Total Costs 5 x 12.50 = 60 5 x 10.50 = 52.50 6 x 100 = 600 712.50

Total Costs
Total costs transportation 3,670 Total Accommodation costs 16,936.80 Total costs meeting rooms 9,300 Total food & Beverage costs 22,005 Total Gala Costs 1,500 Total costs VIP Requirements 311.50 Total partner program 1,810.50 Total cost goodie bags 6,178.75 Total Costs 61,712.55 *Children program is not included in costs of the Conference, as it is at the parents own expense. * All costs and prices are inclusive of VAT.

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CHECKING IN CONFERENCE PROPOSAL | HOTELSCHOOL THE HAGUE | ACADEMIC YEAR 2013 - 2014

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CHECKING IN CONFERENCE PROPOSAL | HOTELSCHOOL THE HAGUE | ACADEMIC YEAR 2013 - 2014

4. Extras
4.1 Gift bags
Gift bags For the 60 guests of the conference, Crowne Plaza have composed special gift bags. The bags consist of luxury gifts but also small Dutch items. The guests will receive their gift bag in the room. For men and woman we have made different bags. For the men the bag contains: - Dutch key fob - Stroopwafels - Coman Elegance VS cognac - Summer rain shower gel For the woman the bag contains: - Dutch key fob - Stroopwafels - Domaine de l Engarran red wine - Wedge of cake made out of soap

Gifts for the children For the 6 children who will be there at the Conference, Crowne Plaza has made a special gift bag. The bag consists of little presents for children of all ages. The children bag is filled with: - Twister - Colour pencils - Colouring book - Typical Dutch candy mix - Mini stroopwafels

4.2 Children Program

We have organised a special programme for the 6 children of the international family. The age of the children are 2, 4, 5, 8, 11 and 12 with the 3 youngest children being boys. During the conference the parents of those children will be busy with the programme of the delegates or with the programme for the partners, therefore a nanny has been hired for 4 days to take care of the children. The nanny is able to speak English which is the same language as the children. Crowne Plaza will arrange every detail with the nanny. The activities, however, are not included and the parents of the children are responsible for the costs of this program. When they check in, the parents have the opportunity to pay for all the activities that they would like to. Kids programme: The kids programme is a special programme made for the children of the delegates, (app. 12) it is based on creativity and exploring some Dutch culture. Crowne Plaza provides a special room where the children can play with their own toys and the toys of the hotel. There will be also different types of colour paintings. The costs of the kids programme are 100 per child, including all the meals.

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CHECKING IN CONFERENCE PROPOSAL | HOTELSCHOOL THE HAGUE | ACADEMIC YEAR 2013 - 2014

4.3 The unexpected

During the Conference there is always a chance of unexpected costs. It might happen that the touring car breaks down and in order to continue the program, we need to make other arrangements. We reserved an amount of 10,000 for any scenario that may occur differently than expected.

4.4 Green Key

Green Key is a certification program intended to increase the awareness of the owners, staff, stakeholders and clients of their potential for action towards environmental and sustainability issues (Green key, 2013). Green key is seen as a future trend in hospitality industry, not only in means of marketing but also in means of ethics. The Crowne Plaza - Promenade Den Haag has been awarded a Green Key Silver Award.

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Accountability Report
Course & assignment (e.g. CHI-POR): Amsterdam / The Hague: CHI-CP The Hague Team members Student name Tanacha Pijloo Roman Kulik Nick Lurie Yvette Leijsen Lotte Sonnevelt Andrei Christescu Date(s) 23/9/2013 Who Whole team 631087 631139 631055 631070 631084 631050 Task(s) We held a team meeting where we gave each other feedback on our previous work efforts. Amount of time spent 3 hours Student number Tasks assigned (if applicable) Block (e.g. 1112-C): Team no: 1314-A 11A

26/9/2013

Whole team

Meeting with Ms Huynh to discuss the group dynamics.

1 hour

Roman and Nick.

Research on conference details, such as SAP and understanding of the assignment.

2 hours

27/9/2013

Roman

Research and drafted parking facilities.

2 hours

Nick

Research on signage.

2 hours

28/9/2013

Tanacha

Researched and drafted the accommodation.

4 hours

Yvette and Andrei.

Research on conference details, such as SAP and understanding of the assignment.

2 hours

Nick

Wrote his first draft on signage.

1.5 hours

Andrei

Research on ground transportation.

1.5 hours

30/9/2013

Lotte

Researched and started writing on Safety and Security.

2 hours

Roman

Research and drafted group check-in.

5 hours

Andrei

Wrote the first draft for ground transportation. Called the Crowne Plaza to discuss the costs of the rooms and calculated them.

2 hours

1/10/2013

Tanacha

1 hour

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CHECKING IN CONFERENCE PROPOSAL | HOTELSCHOOL THE HAGUE | ACADEMIC YEAR 2013 - 2014

Roman

Finished writing the first draft of group check-in.

3 hours

Yvette

Equipment drop off, storage and pick up and Materials shipping research and writing.

2.5 hours

Nick

Research for terms of payment.

1 hour

Nick and Andrei

Discussed ground transportation and where to put more detail in.

45 minutes

2/10/2013

Lotte

Finished first draft of Safety and Security and started research on the partner program.

2 hours

Tanacha

Researched and started to write the first draft for the Gala Dinner.

5 hours

Andrei

Edited ground transportation and started research for VIP requirements.

3 hours

3/10/2013

Tanacha

Finished writing the first draft of the Gala Dinner.

3 hours

Lotte

Finished writing the partner program.

2 hours

Roman

Due to feedback from other people, researched into group check-in further.

1 hour

Andrei

Wrote the first draft for VIP requirements.

1.5 hours

Nick

Sat with the group during everyones working hours discussing the English used and content written.

2 hours

4/10/2013

Whole group

Discussed the content that had been written so far and made notes for editing.

1 hour

5/10/2013

Tanacha

Research on meeting rooms and started to write it.

1 hour

6/10/3013

Roman

Finished writing the group check-in and started compiling the list of references.

1 hour

Yvette

Compiled research from various sources for the other facilities and made notes for the write up. Compiled the costs for the meeting rooms, edited the text for the meeting rooms, contacted the Crowne Plaza and edited the Gala Dinner. Reviewed signage to cut the words down and make it more concise. Continued to work with the team over all parts, helping when necessary and when asked for.

5 hours

7/10/2013

Tanacha

5 hours

Nick

3 hours

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CHECKING IN CONFERENCE PROPOSAL | HOTELSCHOOL THE HAGUE | ACADEMIC YEAR 2013 - 2014

Lotte

Researched the childrens program and wrote it to final draft standard.

4 hours

Roman

Continued to compile the references.

1 hour

Yvette

Finished writing other facilities, equipment drop off, storage and pick up, materials shipping, editing previous work and more detailed research into the parts. We sat down as a team and reviewed the whole proposal, making notes and editing certain material.

5.5 hours

Whole team

2 hours

Andrei

Wrote the final version for VIP requirements.

2 hours

8/10/2013

Lotte

Researched the different themes for the food and beverage.

3 hours

Yvette

Researched the different themes for the food and beverage. Started writing the main points for the food and beverage.

8 hours

Tanacha

Made a to-do list to check everything and continued to edit the Gala Dinner.

4 hours

Andrei

Researched and wrote up the excursion for delegates.

4 hours

9/10/2013

Nick Lotte

Reviewed all parts to date, making notes where appropriate. Appointment with the head of the security of Crowne Plaza, Edited safety and security and continued to write food and beverage Created the company cover page, compiled the cost calculations, designed the Gala Menu, invitations, seating plan and name cards. Started to compile the proposal document. Wrote the first draft for the preface. Finished writing up the first draft of food and beverage. Rewrote certain aspects of the ground transportation. Compiled the cost calculations to date. Continued to edit safety and security. Edited and finalised the preface.

2 hours 7.5 hours

10/10/2013

Tanacha

12 hours

Roman Yvette Andrei 11/10/2013 Tanacha Lotte Roman

1 hour 3.5 hours 1 hour 1 hour 30 min 1 hour

12/10/2013

Nick

Corrected all the English in the document as it stood to date, through spelling correction, grammar and sentence restructure.

3 hours

13/10/2013

Nick

Continued correcting the English as he did the day before. Compiled the food and beverage into a table, completed the safety and security, researched and wrote the gift bags. Helped with the appendices.

3 hours

14/10/2013

Lotte

5 hours

37

CHECKING IN CONFERENCE PROPOSAL | HOTELSCHOOL THE HAGUE | ACADEMIC YEAR 2013 - 2014

Roman Yvette

Designed the flow chart, group lists and finalised work. Finalised her parts including shipment and other facilities, and improved on appendices. Completed signage and writing of terms of payment. Wrote the cover letter and reviewed the document with the rest of the group giving input when appropriate. Finished writing his parts and wrote a segment on green key. Calculated the food and beverage costs. Started with final editing and appendices. Cost calculations for the lunchboxes. Edited the food and beverage costs, involved in the final editing and filled in the accountability report. Costs of food and beverages, making a to do list and made her accountability report. Edited and finalised ground transportation and compiled the final list of references. Last team meeting for the final parts English check, completing the accountability report and final edit of the report. Final editing, number pages & appendices Reviewed final document, slight editing and printing

6 hours 6 hours

Nick

5 hours

Andrei 15/10/2013 Lotte Tanacha Yvette Lotte Yvette Roman 16/10/2013 Whole Team Nick Tanacha 17/10/2013 Nick and Tanacha

2.5 hours 30 min 3 hours 1 hour 5 hours 3 hours 4 hours 1 hour 4 hours 4 hours 2 hours

38