2008 Best of Wisconsin Meetings
Survey lauds quality, commitment to service
By Lori Conner
You, the readers of Wisconsin Meetings magazine, have spoken. The results are in from our annual survey, the Best of Wisconsin Meetings. Between September and December 2007, you submitted your favorite candidates under nine categories of business that cater to convention and meeting professionals and their guests. Response was overwhelming — double what we've had in recent years — perhaps thanks in part to the premiere of our convenient online interface.
These businesses share a passion for delivering world-class service each and every day, while keeping an eye on positioning themselves for the future. They are also important role models, illustrating that smart business and great hospitality go hand in glove, and remind us that great hospitality is as vital to Wisconsin's economic climate as the state's other assets, including cultural diversity and bountiful natural resources.
We are honored to share their stories here, and we look forward to seeing you, and your award winners, at the Governor's Conference on Tourism this March in Lake Geneva.
Best Casino with Meeting Space: Ho-Chunk Hotel, Casino and Convention Center
Artfully delivering meetings is Ho-Chunk's specialty. The facility's distinctive atrium with a ceiling mural of sky, clouds and eagles creates a dramatic backdrop and message of welcome that extends to 30,000 square feet of exhibit space, a Grand Ballroom that seats up to 1,100 people, board rooms, lounges, five unique restaurants, and a Catering Kitchen that puts on all of the banquets and creates specialty menus, including luaus.
"We offer one-stop shopping, and one-on-one service," says Group Sales Manager Brian Decorah. "We're continually updating equipment and have new LED projectors and free wireless in the convention center and hotel. A new swimming pool area will be completed this June, and we're currently upgrading our slot floor for a better slot mix and table games mix." A new reward program recognizes staff who take guest satisfaction to heart. If guests decide to take some time to explore the Baraboo area, a shuttle service will escort them to area attractions.
"Ho-Chunk Casino and Convention Center greatly appreciates this award," says General Manager Kristin White Eagle. "We will continue to strive and meet these expectations every year."
Brian Decorah, Group Sales Manager: 800-746-2486, extension 7991
www.ho-chunk.com
Best Golf Resort: Erin Hills
Delivering legendary Irish-style golf and hospitality to every guest is the staff's first priority at Erin Hills nestled in southeastern Wisconsin. Every staff member ensures consistent delivery of owner Bob Lang's brand of casual, high-level service. "Our service is very, very welcoming and unpretentious," says Lang.
The rugged course, designed by Hurdzan-Fry Architects and Architecture Editor of Golf Digest magazine Ron Whitten, follows the land's natural kettles and moraines and is being considered for a U.S. amateur, with the attainable goal of eventually hosting a U.S. Open. An intimate pub furnished with high-quality antiques is open breakfast through dinner, and carries three brands of Irish beer, pub food and custom menus crafted by Chef Jeff Bonnett. A pub meeting room accommodates up to 45 people, and seven guest rooms each have their own shower and antique bed fitted with Egyptian cotton linen. Larger groups are accommodated at nearby Delafield Hotel with 38 guest suites and a meeting room for 300.
"I am so appreciative of receiving the honor," says Lang. "It symbolizes my goal, which is to offer Erin Hills as a unique golfing experience that is all about golf and golf only, and that it is for those golfers who share a passion for the game."
Kent Instefjord, Director of Golf/Meetings Liaison: 262-670-8600
www.erinhills.com
Best Lakeshore Resort: Stone Harbor Resort & Conference Center
Hospitality is a family affair for Stone Harbor's General Manager Nancy Bertz and her husband, Steve Bertz, the property's executive chef. "We put our heart and soul into it," says Nancy.
The waterfront resort in downtown Sturgeon Bay accommodates groups of up to 450, with 6,500 square feet of flexible meeting space, 161 guest rooms, a restaurant and pub, and a new 150-passenger yacht that allows guests to fish, dine or conduct meetings on the water. Chef Steve personally tends to their fish boils, sharing the history of Door County and the story of its fish boil tradition with guests. "It's a fun ice breaker," says Nancy.
Meeting planners are invited to come and experience the property, and Bertz meets with her meeting liaisons before, during, and after each event to discuss process improvements. State-of-the-art Internet and Wi-fi systems were installed recently, and a new technology staff is now on the premises. A new Web site launches this month with menus, a property tour and tools for meeting planners. This spring, the second phase of a five-year landscaping beautification plan will begin. "We would like to thank everyone for their business and for voting for us," says Nancy. "I would like to personally invite them to come and stay with us again!"
Nancy DeChambre, Sales Director: 877-746-0700
www.stoneharbor-resort.com
Best Lodge/Retreat: The Abbey Resort
This recently revived Lake Geneva jewel means business, with 40,000 square feet of function space and a separate conference center with nine state-of-the-art meeting rooms. Outside, the West Shore Pavilion — a 6,000-square-foot tented structure with private patio — accommodates up to 300 guests. Ensuring all communications run smoothly, the resort also retains a staff of in-house audiovisual consultants.
A stylish $40-million update in 2005, revamped 334 guest rooms, plus ballrooms, lobbies and restaurants, and this year a $1.5-million redesign is slated for the 35,000-square-foot Fontana Spa. Cruises, water sports, and a variety of nearby golf courses provide fun diversions. Executive Chef Scott Powers, formerly of the Omni Hotel in San Diego, is working on a revised menu with more fresh, natural, light fare in addition to favorites like seafood, prime rib and Friday fish fry.
"Thank you for responding to all of the effort that has gone into the Abby Resort's reemergence," says General Manager David Lindelow, who says the staff lives by the mantra “Every guest, every day.” "It has a wonderful history, but after the 2005 renovation, we feel it came back in big way as a partner to meeting clients in Wisconsin. It's an honor."
Sales Staff: 800-643-6382
www.theabbeyresort.com
Hotel with the Best Service: The Pfister Hotel
At the four-diamond Pfister, the service echoes the grandeur of the 1893 Victorian landmark, restored to original splendor in 1993. Guido Pfister, who commissioned the building, called it “a palace for the people” — an ideal that's carried on by the hotel staff today. "You walk in and feel the presence of luxury," says General Manager Joe Kurth. "That feeling continues from the foyer to meetings upstairs. There is a feeling of history, and the service matches — staff knows that they're creating history for each guest."
Over 25,000 square feet of meeting space was updated last year in a rich palette of dark wood and gold, and includes two ballrooms and a variety of executive meeting rooms. From dinner for up to 900 guests, to intimate gatherings like a chef's table for six in your own private dining room, your every wish is their command. Four restaurants and an in-house pastry kitchen include a penthouse cocktail lounge with stunning views of the city. There's also a spa, salon, swimming pool with skyline view, and a new luxury fitness center that opened one month ago.
"This award is extremely special from past guests of the hotel, who we look forward to serving as future guests as the hotel," says Kurth. "You can't buy stuff like this. This is what you earn, one guest at a time."
Cassy Scrima, Director of Sales: 414-273-8222
www.thepfisterhotel.com
Best Reception Facility: Monona Terrace
As envisioned by Frank Lloyd Wright, this landmark nestled on Lake Monona is only two blocks from the state capitol — an architectural oasis amidst Madison's hippest restaurants, galleries and boutiques, outdoor recreation and vibrant university. Certified LEED Silver by the U.S. Green Building Council, it boasts a beautiful 68,000-square-foot rooftop garden with spectacular fountains where citizens gather for dances and enjoy live music. This spring, a rooftop café will open as well, designed in conjunction with Taliesin, the architecture school founded by Wright.
With 85,000 square feet of meeting and exhibit space, the on-site audiovisual staff supports state-of-the-art technology and runs two Internet providers simultaneously for utmost reliability. Cross training and team building keep service top-of-mind, and Executive Chef Matt Reichard's team philosophy ensures that his creations — including new organic menus — are executed with care. Low turnover is a statistic Monona Terrace is very proud of. "The consistency of staff is one of our successes," says Executive Director Jim Hess. "You can call and know who you're talking to, and you know you can depend on them.
"Thanks to the readers that voted us Best Reception Facility. We appreciate your support!"
Laura Cornell, Sales Manager: 608-261-4000
www.mononaterrace.com
Best Conference Center: Alliant Energy Center
The Alliant Energy Center's Exhibition Hall is located right off Madison's major traffic arteries, boasts 6,000 parking spaces, is adjacent to downtown, and conveniently accessible via enclosed walkway to Clarion Suites.
Experienced meeting liaisons are trained to listen closely to planners, ensure they understand the desired experiences and services, then to meet those needs and exceed expectations. "Customers benefit from our experience," says Executive Director Bill DiCarlo. "From creating an atmosphere, to considering on box lunches and customized breaks, or how to move people through the lunch line quickly."
Forty full-time staff members ensure grounds are immaculate and every detail from HVAC to high-speed loading dock door performing at peak. Several buildings are green-certified through Travel Green Wisconsin, and an e-commerce system makes it easy for meeting planners to inform attendees on ordering necessities for their exhibits. Center Plate is the center's year-round food provider. "We're very proud of our foodservice," says DiCarlo. "Tenderloin, wraps, tiramisu, bananas foster — we can customize the menu for a meeting planner's desire and budget.
"I'd like to thank the customers and readers for recognizing our abilities to meet their varied needs. We appreciate their thinking of us, and their continued return to our venues."
Shirley Kaltenberg, Senior Sales Manager: 608-267-1549
www.alliantenergycenter.com
Best Convention Center: Midwest Airlines Center
Efficiency and quality are inseparable at the Midwest Airlines Center. With 188,695 square feet of prime exhibit space, a 37,506-square-foot ballroom and 39,364 square feet of flexible state-of-the art meeting space, it's equipped to handle even the largest conventions in style.
The upscale, contemporary architecture is complemented by over $1 million in art. It's in a prime location convenient to world-class dining and cultural events, and connected via skywalks to the Hilton and Hyatt hotels. World-class Levy Restaurants and Concessionaires provides a wide variety of food and beverage options.
Five event personnel work closely with clients to personalize every affair. "We try to focus on service, service, service, on that client and that event with the utmost integrity," says Richard Geyer, Wisconsin Center District President and CEO. "For the client to know that, when they come here, they will be treated very, very respectfully. And when the show's over, that the building and staff did what they had to do to make it work for them, and the client feels good when they leave. I'm honored they're choosing Midwest Airlines Center. It says something for the building, for Milwaukee, and we're just honored they think that much of us."
Tony Dynicki, Sales Manager: 414-908-6084
www.midwestairlinescenter.com
Most Helpful CVB (Tie): Greater Madison Convention & Visitor Bureau
The devil is in the details, and this CVB added another staff person to the services department to help with those details, which includes creating electronic brochures to build excitement for the event. For large conventions, staffers travel to the prior convention to get attendees excited about Madison. Their overall aim is to partner with meeting planners on details ranging from site-visit plans to connecting them with area vendors from printers and florists to caterers, helping determine if they qualify for any available assistance funds, and acquiring bids on products and services for clients. "It's seamless, and event planners have appreciated that," says President Deb Archer.
Archer emphasizes that Madison and the CVB welcome all groups, but says they're particularly keen on any related to agri-business, bioscience, engineering, science and the environment. "We have many people here in Madison with strengths in those areas," she explains. "It can help to make their event really rich in content with speakers and volunteers. We draw on the university too — we've spent much time cultivating contacts there.
"We are honored, and really appreciate your response to our work," she says. "If you have suggestions, or things you'd like to see us work on, we'd like to hear from you."
Kristi Thering-Tuschen, Director of Sales: 800-373-6376, extension 3942
www.visitmadison.com
Most Helpful CVB (Tie): VISIT Milwaukee
President and CEO Doug Neilson says one value really drives him and his staff: trust. "First and foremost, from sales to convention services, clients want to feel they can trust you," he says. "Building trust, then delivering on the promises you make. Convention services is one-stop shop, and we're their eyes and ears in helping find what they need."
Creating mini-Web sites gets attendees excited about Milwaukee, with details about their event, venues, even drilling down to the specific season and month. The bureau also travels to conventions to promote Milwaukee for next year's event, setting up a booth, answering questions and giving away promotional materials.
A volunteer base of 300 helps ensure that every touch point, from hotel rooms to information desks, are manned and stocked appropriately. Recently, the bureau launched a Certified Tourism Ambassador program that educates volunteers, and anyone with regular visitor contact, about Milwaukee's history and current venues so that they can be more knowledgeable guides. So far over 120 people have graduated, and they expect 500 by the end of 2008.
"I want to thank readers for voting for us," says Neilson. "And it's based on the experience they've had, so it really pleases us that our work is being acknowledged."
Melissa Magestro, Convention Sales Manager: 414-287-6221
visitmilwaukee.org
