For the second successive year the Edinburgh International Conference Centre (
For the second successive year the Edinburgh International Conference Centre (
Backed by the Hotel & Catering International Management Association (HCIMA), the British Hospitality Association (BHA) and the Meetings Industry Association (MIA), Hospitality Assured Meetings is gaining a reputation for being the standard for quality in the meetings industry. The EICC`s benchmark score of 86% is not only higher than last year, but is the best score for the second successive year.
Geoff Fenlon, Total Quality Management (TQM) Facilitator at the Edinburgh International Conference Centre (EICC) and Chairman of the Training & Education Commission for the International Association of Congress Centres (AIPC) has been central to this success.
A minimum standard has to be achieved against each of the twelve criteria, as well as a minimum standard across the board. However, the real advantage is in the benchmarking where you can look at who`s the best in each class.
Of the twelve criteria we`re top in four, and that`s important to us because it confirms what we doing is recognised as best practice in the meetings and hospitality industry. With the weight of three key organisations behind it, this is now rapidly becoming the standard for the industry worldwide. The fact that we`ve got the award means it should make us more attractive in comparison to other venues.
Although about 1200 different operations are registered with Hospitality Assured Meetings, relatively few convention and conference centres have been assessed, although Fenlon amongst others thinks that this is about to change.
The fact is that the number of international conferences is increasing whereas their size is decreasing – competition is becoming more intense. People are being a lot more discerning than ever before and anything which can give an edge will be important.
Work at the EICC is already underway to improve its score for 2002 and to consolidate its position as market leader, with the emphasis being on customer service and customer satisfaction. This industry recognition is the latest in a long line of almost thirty awards accumulated over the last six years which have established the Centre`s reputation across the world.
2000 will be a hard act to follow for other reasons following the company`s best-ever figures – increased profits, higher than expected economic benefit to the City and greater targeting of higher yield business – but staff at the EICC are determined that 2001 will be even better.
Fenlon concluded: Hospitality Assured Meetings provides external verification that we not only meet but also surpass the industry benchmark for service in the meetings and conference industry. For the customer it is an assurance that they are not just going to get an acceptable standard, they`re going to get the best. Internally it gives us this opportunity to keep focused on what we`re here to do. Our score shows a good level of consistency in providing the service, but what it also shows is that we`re not as good as we could be. We intend putting this right as soon as possible.
Theodore is the Co-Founder and Managing Editor of TravelDailyNews Media Network; his responsibilities include business development and planning for TravelDailyNews long-term opportunities.
