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 1-800-733-9918 ext, 3335 or suttle@itsatrip.org

Coming up in January 2020...

Mobile Technology: Meeting Tech Expectations

What once seemed futuristic is now the norm, owing to the escalating developments in mobile technology, and hotels must continue to innovate in order to meet guest expectations. In a recent study from Mower, 65 percent of guests said they would gladly pay more for a hotel that provides the mobile technology they deem essential. The same study shows that 44 percent of travelers are more likely to book a smart hotel, and nearly 7 in 10 want to use smart devices provided by the hotel. And how do guests wish to use all this technology? A majority expressed a desire for mobile check-in and check-out, and mobile payment options. They also want to be able to stream content from their phone to the TV; to make service requests of the hotel staff; to control in-room lighting, temperature and sound; to order food and beverages; and to request a wake-up call - all from their mobile device. Guests also expressed preferences for robust wi-fi and convenient device charging ports throughout the hotel. They also appreciate the use of hotel branded apps which allow a guest to book a room, access loyalty programs, receive discounts and rewards, and even use the app to choose the room, floor and view they prefer. Some hotel apps also allow a customer to track their charges throughout their stay, rather than waiting to receive a bill at the end. Finally, mobile tech lounges are popping up more frequently in some hotels. These lounges offer guests the opportunity to perform tasks like airline check-ins or access to local info guides, but they also provide a place where guests can comfortably get some work done outside their room. The January Hotel Business Review will report on what some hotels are doing to meet their customers' expectations in the mobile technology space.