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October 10, 2016
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Americas: Two Planners Share the Love With Back-of-House Staff


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Meeting planners are accustomed to talking about “front of house” and “back of house” staff at the hotels and resorts they book for meetings and incentives. But how many refer to “the heart of the house” when talking about the front desk, housekeeping, laundry, bellmen, valets, phone operators, and other hotel employees that work day and night to keep their attendees happy?

maid
Photo by Darrin Kilmek/DigitalVision/Getty Images

One who does is Michael Burke, CMP, director, conference & travel services, The Hanover Insurance Group. Having started his career in the hotel biz (as rooms director), he knows what it takes to make a property run and motivate a staff—and how underappreciated that staff often is.

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