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For events big and small, Conference Services handles it all
The convention is one of more than 1,000 annual events, ranging from corporate meetings to social gatherings, religious events, wedding celebrations and business training, held at the center and three other UD conference facilities on the Wilmington and Lewes campuses. “We've had Mariachi bands and string quartets, costumed motivational speakers and themed events, school choruses and bands and a tremendous variety of entertainment—from serious to comical,” secretary Lee McCormick said. Clayton Hall is the flagship of UD’s Conference Centers, which include the Goodstay Center and Arsht Hall in Wilmington and the Virden Conference Center in Lewes. Polly Weir, director of Conference Services, said, “We’re responsible for making the most of every nook and cranny on campus that’s not being used for academic purposes.”
The Conference Services’ team coordinates events held by University and non-University groups at UD’s student centers, athletic fields and academic and residential facilities that are not being used by students during the summer, Weir said. Working in partnership with the Shaner Hotel Group, which provides key marketing and management support for meetings and conferences, Conference Services coordinates events that can be as small as a meeting for 10 to the July conference of more than 1,000. Clayton Hall includes a 500-seat auditorium, more than 7,000 square feet of exhibition space and 20 conference and meeting rooms. The 18th-century Goodstay Center in Wilmington is a 5,000-square-foot site with a ballroom and nine meeting rooms that can hold up to 80 persons. Arsht Hall, home of UD’s Academy of Lifelong Learning, has a total of 20,000 square feet in 19 meeting rooms, while the Virden Conference Center in Lewes has 5,500 square feet of space in six meeting rooms and 23 guest rooms and is ideal for retreats, reunions and birthday parties. “The programs can get very complex” Weir said, “but, we can handle all the headaches: We offer registration services, set up the conference and even track attendance. We do everything, from beginning to billing.”
Jan O’Neill, event manager, whose job includes keeping track of food services, menu design, media services, transport and housing, among others, said there is no typical day at work. “Each program has its own ‘personality,’ so you find yourself constantly shifting gears and regrouping from one moment to the next,” O’Neill said. Gail Lanius, housing and registration manager, said teamwork and support from other University departments are crucial. “The greatest challenge is balancing numerous registration programs and the beginning of the summer housing season at the same time,” Lanius said. “The greatest satisfaction for me comes when a challenging program concludes successfully and the participants don't realize that there were challenges involved. If you can provide excellent customer service no matter how difficult the preparations, it makes it all worthwhile when the client is satisfied.” Weir said running the University’s Conference Centers as a self-supporting business that gives first priority to academic needs is a constant challenge that brings the best out of the staff. “I have a fabulous team. I provide the support, and they make it happen,” Weir said. “You’ve got to think on your feet. You’ve got to be proactive, even though most of the time, you are reactive because we are in the business of pleasing our customers. It’s fast-paced. It’s interesting. Those of us who are in this business love being around people.” Lanius recalled the humor and creativity that came in handy when participants arriving for a conference at Clayton Hall kept walking past posted signs to ask the staff for directions. “One enterprising front-desk clerk decided to attach a walkie-talkie to the stand next to one of the signs and when a person walked through the doors, he announced, ‘Please proceed to Room 119,’” Lanius said. “It was like a candid camera shot. The person would look all around to see where the voice was coming from.” McCormick, whose tasks include providing administrative support for the sales, accounting and event management staff at the centers, working as a greeter at Clayton Hall and placing temporary indoor and outdoor signs, said the greatest challenge is dealing with unexpected problems, such as incompatible electronic equipment that clients bring in without notice.
UD’s Conference Centers soon will include the new, 126-room Courtyard by Marriott, a four-story, business-class hotel adjacent to Clayton Hall. Completion is anticipated for October with the opening planned for November. The hotel, which will be run by the Shaner Hotel Group, will give UD’s hotel, restaurant and institutional management students a rare, hands-on opportunity to participate in starting up and managing such a facility. About 50 students will be involved, working in several areas of the hotel, from the front office to accounts and engineering, sales and marketing. The Shaner Hotel Group (www.shanerhotels.com) is one of the nation’s premier private lodging and management companies. Founded in 1983 by brothers Lance and Fred Shaner, the State College, Pa.-based company owns and/or operates 23 hotels in 15 states, with assets totaling $260 million. Twelve well-known brands are represented in the Shaner Hotel Group portfolio, including Marriott, Hilton, Radisson and Holiday Inn. Article by Martin Mbugua To learn how to subscribe to UDaily, click here. |
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