the meeting planner

Interview with Arizona Sunbelt Chapter Planner of the Year
Winter 2007

JAMIE A. COOK, CMP is the president of Strategic Meetings, Ltd., based in Phoenix, Arizona. She was recently honored as Planner of the Year by the Arizona Sunbelt Chapter of Meeting Professionals International.

:  What lead you into the hospitality/meetings industry?

Cook:  I’m from Nebraska.  I went to the University of Nebraska at Lincoln and when I graduated, I wanted to get out of the cold.  In the late eighties, there were three states whose economies were really doing well - Colorado, Texas and Arizona.  I was a fan of the TV show Hotel and I thought the idea of working for a hotel – traveling, meeting all kinds of people - was exciting.

My very first job was a sales manager for Dobson’s Ranch Inn in warm, sunny Mesa, Arizona.

:  Who have served as yours mentors?  Any specific lessons learned?

Cook:  So many people have been supportive to me.  One of my best bosses that I learned so much from without realizing it at the time was the lady I worked for at the University of Nebraska, D’vee Buss.  She taught me how to delegate, how to organize my time, and how to challenge myself to do things beyond my skill level.  I will always be grateful to D’vee.

When I started at Dobson’s Ranch my sales training was “Here are your brochures, go sell.”  My family’s Midwestern work ethic taught me that you get out there and do the job you are paid to do to the best of your ability.  If you don’t know what you’re doing, ask someone.  I went to chamber meetings and anything I could attend to absorb what business people were saying and doing and how they were acting. 

:  What is the most important thing a planner should do to help insure a successful meeting?

Cook:  COMMUNICATE at every level.  It is vital for the hotel sales team, followed by their CSM to understand your group’s goals and objectives and the audience make up.  The more you share regarding theme, goals, etc., the better the staff can help in making it happen.

I think planners do a pretty good job communicating with the sales and CS staff.  One place where I think we could improve communications is at the “hands on” level – the a.m. coffee crew is vital.  I always make a point to introduce myself and tell them I appreciate them for taking care of my group.  Before a special event/dinner, I ask if I can have a few minutes when the captain is giving instructions to his wait staff.  I tell them about the group and that we appreciate them for making it special.

If you let people know that what they do makes a difference, they will rise to the occasion every time!

:  Do you tip the hotel staff?  If so, to whom, when do you tip and how much?

Cook:  Yes, I tip the hotel staff.  To whom depends on what property and how they work tips internally.  I talk to my CSM to learn how the hotel’s gratuity is distributed.  The set up crew sometimes gets overlooked, but NOT by me.

In general terms, here is the normal run down – before the program starts I get small gifts for the front desk and thank them for taking care of our people.  Bellmen and maids are taken care of with the gratuities added per person. CSM – normally $100 and a gift.  Set up crew - $20 each plus sometimes a gift.  For things being moved throughout the program I tip as we go along.

The catering staff is normally taken care of via gratuity paid but sometimes I tip the captains if it went smoothly.  I tip bus drivers 15-20% and sometimes the maintenance crew.  I normally give a gift to my sales contact.

The bottom line is that yes, I believe in tipping but try to make it personal. 

:  What is the most significant change in this industry since you began?

Cook:  Meeting planners are now looking at the strategy of meeting planning as well as the logistics.

Planners used to be in charge of only the logistics – “get us food, get us a room, get us the A/V we need” - but were not involved in the reason for holding the event.  Logistics and details are vitally important, but the “big picture” is making sure that every meeting reaches the goals and objectives.  When people walk away, they have received a return on the investment of their time.  And, the company or the association is getting a return on the investment of their money and their efforts.

:  What advice would you give to people just starting their careers?

Cook:  Meeting planning is a right brain/left brain career.  One minute you are dealing with the details and the next you have to be flexible.  One minute you are measuring ROI and the next minute you have to be creative.

You have to be a person who can remain calm, cool, collected under fire--one who can manage problems and people.  You’ll never get bored.

Figure out what you are most passionate about and don’t stop until you find a perfect fit.