Editorial Board   Guest Author

Ms. Suttle

Denise Suttle

Assistant Director of Convention Services, Albuquerque Convention & Visitors Bureau

Denise Suttle, CMP, has been with the Albuquerque CVB since moving to New Mexico from Oklahoma in 1991. She is the Assistant Director of Convention Services, working with citywide conventions that utilize the Albuquerque Convention Center and multiple hotels, sports events, and hotel meetings of all kinds. Ms. Suttle began at the CVB in convention sales as a telemarketer, earned increasingly responsible sales positions and eventually served as the division's interim vice president. Her switch to convention services was based on a desire to follow through with the relationships built during the sales process, to help her clients experience the best possible convention with her hands-on approach. Ms. Suttle sees each client as a potential partner and friend, and feels the convention is as much her responsibility as the meeting planner's. She believes that a successful CVB services manager must advocate for the customer, the city and the venues all at the same time—a juggling act that requires focus, patience and—above all—passion for customer service. A member of PCMA since 1996 and ESPA since 2000, Ms. Suttle has served on the board of directors, is past chairman of the marketing & communications committee, former editor of the quarterly E-newsletter “ACOMmodate,” and was a member of the continuing education committee. Ms. Suttle was part of the team responsible for writing the chapter on Convention Services Managers for the fifth edition of Professional Meeting Management published in 2005 by PCMA. She has participated in numerous panel presentations for ESPA and PCMA, and has presented convention services as a career path during Mega Mentor sessions of the PCMA Student Track.

Please visit http://www.espaonline.org for more information.

Ms. Suttle can be contacted at 180073399183335 or suttle@itsatrip.org

Coming up in April 2021...

Guest Service: Health and Safety First

Though expectations are that hotels will return to some semblance of normalcy in 2021, their highest priority must continue to be the health and safety of guests and employees. To that end, hotels are training their guest service personnel in enhanced cleaning routines, which include the following practices - bathrooms, elevator buttons, remote controls and other high-touch items, are disinfected and cleaned with a higher frequency; all tables, chairs and menus in restaurants are cleaned at a much higher frequency, and after each seating; floor markers in public areas to remind guests and team members to maintain physical distance; hand alcohol stations and disposable gloves in lobbies and restaurants; loose items such as pens, note pads and information material removed from rooms and meeting rooms; limiting the number of seats in restaurants and public areas; and revised food & beverage offerings. The April issue of the Hotel Business Review will review how guest service personnel are being trained to maintain health and safety protocols in their operations.