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  1. Case Studies

FAIRMONT WASHINGTON DC

Transforming pandemic losses into lessons in efficiency and planner relationships

Download case study
16%

2022 market share

201%

YOY increase in RFPs

58%

YOY improvement in response time

The Fairmont Washington DC has a newly renovated courtyard and ballroom, but staffing levels have remained low, making it difficult to manage the volume of leads for these beautiful new spaces. To make the team more efficient, they took control of their Cvent Passkey reservation system, broadened the number of sale staff who could create event diagrams, and invested in Business Intelligence tools that highlighted both areas of success and where there was room for improvement. The additional technology available to the sales staff didn't create more work. Instead, it offered them new and unique ways to streamline the booking process, win business from the comp set, and meet the changing demands of event professionals. 

The proposal template has really allowed us to tell the story of our renovation and the story of our recovery. We are adding new attachments and videos, and even text that explains what we have been doing. We have added about 50% more content post-renovation instead of sending a cookie-cutter response. Providing all of that information makes a huge difference. 

Chris Lannan
Director of Group Sales
Products used:
Smart Custom Proposals
Branded and personalized templates
CSN Productivity Tools
Turn leads into business
Cvent Passkey
Group reservations made easy
Cvent Event Diagramming
Better events by design
CSN Advertising
Grow your group business

CHALLENGES

Smaller staff and higher demand create an urgent need for efficient procedures and market transparency

SOLUTIONS

Leverage technology to manage leads and operations more efficiently

RESULTS

Greater success with a smaller staff and better communication with ownership

Download case study

The Westin Tampa Bay used Cvent technology to keep pace with the rapidly changing industry and continued to stand out from the competition.

Read case study

A small resort used Cvent technology to efficiently find the right planners, develop relationships, and deliver the excellent service  

Read case study

Luxury hotels plan for pandemic recovery with Cvent technology

Read case study
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