10. CIC 15, 17, 18: Convention Services, Facilities Staff, Pre-Con, On-Site Communications, Risk Management, Communication with Event Facilities

Question 1

1. Primary focus of a CSM is to:
   a. negotiate dates and rates
   b. select vendors
   c. ensure contractual obligations are fulfilled
   d. submit venue surveys

Answer 1

c. ensure contractual obligations are fulfilled

Question 2

2. A CSM serves as an extension of staff to:
   a. meeting planners
   b. CVB’s
   c. hotels
   d. convention centers

Answer 2

a. meeting planners

Question 3

3. The CSM will receive an account history from the hotel sales manager. A complete account history should include:
   a. the dates of the event
   b. the client space needs
   c. housing information
   d. All of the above

Answer 3

d. All of the above

Question 4

4. What is the timeline to reserve a guest room sub-block for VIP’s, staff and speakers
   a. 11 months
   b. 12 months
   c. 14 months
   d. 16 months

Answer 4

a. 11 months

Question 5

5. Return labels are generally expedited when prepared _______________.

Answer 5

in advance

Question 6

6. There are no set rules when it come to gratuities and tipping
   a. True
   b. False

Answer 6

a. true

Question 7

7. Define P.E.R.

Answer 7

Post event report

Question 8

9. What is the purpose of a post-convention meeting?

Answer 8

to evaluate good and bad (Look for exact answer in book)

Question 9

10. What is another name for a Convention Service Manager (CSM)?
    a. Conference and Banqueting Manager
    b. Conference Coordinator
    c. Every planner’s best friend
    d. Events Manager
    e. A, B and D
    f. All of the above

Answer 9

e. A, B and D

Question 10

11. In Europe room rates are ______________ of tax, city tax and service?

Answer 10

inclusive

Question 11

12. In Europe hotel contracts are more/less common than in the United States?

Answer 11

less

Question 12

13. A Daily Delegate Rate (DDR) includes:
    a. Function space, one lunch and one beverage break
    b. Function space, breakfast and lunch
    c. Function space, one lunch and two coffee/tea breaks
    d. None of the above

Answer 12

c. Function space, one lunch and two coffee/tea breaks

Question 13

8. What does a P.E.R consist of?

Answer 13

final numbers, f&b, registration, etc. (look in book for exact answer)

Question 14

14. A 24 hour rate includes:
    a. Function space, lunch, dinner and two coffee/tea breaks
    b. Function space, breakfast, lunch and dinner
    c. Function space, overnight accommodations, breakfast, lunch dinner and two coffee/tea breaks
    d. None of the above

Answer 14

c. Function space, overnight accommodations, breakfast, lunch dinner and two coffee/tea breaks

Question 15

15. For large event when should the first meeting between facility personnel and the client occur?
    a. 6 months
    b. 3 months
    c. 9 months
    d. 12 months

Answer 15

d. 12 months

Question 16

16. A __________ is described as a voluntary and selective amount of money given at will for special or excellent service?

Answer 16

Tip

Question 17

17. A __________ is described as a voluntary payment added to a bill to signify good service?

Answer 17

Gratuity

Question 18

18. The two options for air-freight delivery are? (Circle both that apply)
    a. Terminal to terminal
    b. Overnight
    c. Drayage
    d. Door to door

Answer 18

a. Terminal to terminal
d. Door to door
(conf answer in book)

Question 19

19. What is the best source for Traveler’s Advisory Notices?

Answer 19

US State Department

Question 20

20. What is the general industry limit on liability for each occurrence on small events?
    a. Not less than $1 million
    b. Not less than $3 million
    c. Not less than $5 million
    d. None of the above

Answer 20

b. Not less than $3 million for small events (look in book bc Ch 31, transportation says no less than 5 mill…is that only for transportation?)

Question 21

-Hotel CSM does what?

Answer 21

liaison between meeting planner and all hotel departments

anticipates groups needs based on event history

Coordinates program details through process of timeline checklist

Question 22

-Convention Center CSM does what?

Answer 22

one stop shop for convention center related services
coordinates event details through communication with client and building staff
serves as liason with outside service contractors

Question 23

Key communications with Hotel CSM include:

Answer 23

Event Specification Guide (ESG)
Function Orders
Banquet Event Order (BEO)
Pre-Conference Meeting
Group Specifications Guide or Resume 
Post-Conference Meeting
Post-Event Report (PER)

Question 24

ESG- Event Specifications Guide includes what?

Answer 24

Event overview
Meeting requirements
Key contacts 
Important agreement details
Meeting policies/procedures
Billing instructions
Details of each general session, 
breakout, 
special event, 
registration, 
etc., broken down by date, time and place.

Question 25

Group Specifications Guide or Group Resume is what?

Answer 25

Created by CSM based on Planner's ESG and routed to internal facility staff and shared with planner at the Pre-Conference Meeting

Question 26

Pre-Conference Meeting details:

Answer 26

``` Typically 24 – 48 hours out Ran by CSM and will cover some of the following: Introduction of facility and client staff Review of housing list/VIP information AV details Catering details Billing Instructions Etc. ```

Question 27

Post-Conference Meeting details:

Answer 27

``` Held at conclusion of meeting Involve key facility personnel Recognize employees who provided outstanding service Review what worked well and what didn’t Discuss ways to improve (both sides) ```

Question 28

PER- Post event Report includes what? | 5 things at least

Answer 28

Registration #’s - onsite and pre-conference F & B details – guarantees vs. actual Hotel pickup Budget vs. actual spend (can include revenue) Exhibitors Any other data relevant to your event

Question 29

Risk Management involves what 4 things:

Answer 29

- Planning and Preparedness - Mitigation - Response - Recovery Safety First

Question 30

Definition of Risk Management:

Answer 30

a matter of identifying potential hazards