“We aim to be the best upscale conference, training and events led Group in Europe”
At PH Hotels we are as passionate about training, meetings and events as you are. We know what you expect from your event, because we expect it too. It’s simple; great venues, perfectly located and offering impeccable service, fantastic food and energised staff that are committed to your needs. That is why we bring you our conference commitment.
The PH Hotels Conference Commitment
About PH Hotels
Sensational Service in Sensational Environments Delivered by VIP’s – Vibrant, Innovative, People
We achieve this mission by adhering to a few key core values, these include:
The ‘Quality Wins Initiative’ was first launched in April 1995 in order to help our employees recognise the important role they play in offering exceptional customer service to our guests. This strategy quickly became more than a business strategy; it became part of the Group’s culture. Winning the ‘Sunday Times Customer Champion’ award in 1999 firmly established PH Hotels as an industry leader in recognising and rewarding quality service. By offering exceptional service we at PH Hotels believe that our hotels and venues will always maintain the competitive edge in offering the best service we can and thus providing the best for you, our customer.
Keeping you, our customer, happy ensures you will return time and time again and, while trusting that you will always be well looked after and satisfied when you leave us – our staff and the Quality Wins initiative are key to this success, keeping our employees focused on not only offering great service, but going BEYOND EXPECTATIONS.
Planning your Event
Our central conference team is on hand to help you book your all important event. The team are event specialists who will source availability and the best prices throughout the PH Hotels Collection.
The central conference team is trained to ask the right questions in order to ensure your every need is met, from equipment hire to accommodation. From your initial enquiry right through to your confirmation stage, a dedicated advisor will be on hand to help you through your booking.
Our service level agreement is as follows:
All enquiries received via email or web will receive a courtesy call within 15 minutes of the enquiry to confirm receipt and introduce the consultant that will be looking after the enquiry. At this point if needed, further information will be obtained and if required turnaround time clarified.*
For simple multi-site enquiries, our central conference team commit to turnaround an enquiry within 90 minutes from receipt of the enquiry to receiving a full proposal on your desk.
At a glance:
*Please note that complex enquiries such as road shows, graduate programmes, groups and tours, large training programmes etc will have a different turnaround time that will be agreed at the time of enquiry.
It is our aim to always deliver you exactly what your need, so we will happily tailor any package to suit your requirements. Just contact our central conference team who will be happy to help.
To give you an idea of what our standardised Day Delegate and 24 hour packages include please see below:
Includes everything in the Day Delegate package plus:
Try before you Buy
So confident are we that you will love our venues we even offer you the change to ‘Try before you Buy’ at the venue of your choice. You or a representative of your company is eligible for a one night stay, with breakfast and dinner*, so that you can experience the quality of service and superior food for yourselves. (*T & C’s apply)
We would welcome the opportunity to show you round your chosen venue/s in advance of your event. Please arrange this with your event co-ordinator in advance so that we can ensure that your selected room is available and we can discuss your specific details in the suitable environment of the venues Hospitality Suite.
If your event includes catering we will be delighted to arrange a menu tasting in the Hospitality Suite – again please contact us to arrange a convenient date and time for this to take place.
You will be allocated an Account Manager who will work with you on all future enquiries or events to build a solid relationship between us and you, ensuring that we always know what you expect and need and offering the personal touch.
Contracting your Event
Once you have confirmed your event one of our on-site experts at the venue/s of your choice will contact you to agree all the final details and contract your event for you.
We are committed to listening to your needs and will ensure that these needs are accurately reflected in the contract that we send to you. Should you wish to make any changes however a new contract will be issued within one working day.
Your event is only confirmed once PH Hotels has received a signed copy of your contract.
We have tried to make our terms and conditions as clear as possible. If, however, you have any questions please feel free to speak to your account manager before you sign them off.
The objectives of the terms and conditions are:
To protect all parties providing a better understanding of their contractual obligations
To heighten awareness of the legal obligations of both clients and venues when confirming a booking.
All our colleagues at PH Hotels are committed to great service, a fantastic work ethic and most importantly really enjoying what we do. We offer a full range of services and we are confident in our ability to deliver in all areas, from implementation to account management through to cost efficiencies and providing you with a total solution to your needs. We call this ‘The PH Hotels Way’.
On the Day
We promise to fulfil the following during your event:
The organiser will receive a complimentary upgraded bedroom*, if staying the night before the event. *subject to availability
On arrival the organiser/ contact will have a courtesy call from one of the conference crew or the duty manager to ensure they are comfortable and to see if they want to arrange a showround.
Meet & Greet
On the morning of the event the organiser/ contact will be met by the event co-ordinator who will be the contact for the duration of the event. They will:
It is our aim through our dedicated conference crew to anticipate your needs and understand Many of our properties have some, or all of the following facilities (subject to property availability):
Business Zones: provide a business service to the meetings and conferences that is generic across the company. Where appropriate to provide a business centre to meet the needs of event organisers and delegates.
Learning Zones: provide Organisers/Trainers/Delegates a learning resource centre for educational use and development while at an Inspirational venue.
Open Zones: offer trainers/ organisers alternatives to working within a classroom environment in order to stimulate the learning process.
External areas will also be available for team building activities. We believe our service delivery and quality surroundings will ensure the success of your event.
During your event we will arrange a suitable time to meet with you to get some immediate feedback on your event and how we have met your objectives. In addition our conference crews will proactively feedback to the sales office following your event to ensure that we understand your needs and preferences even better when you return.
We have a dedicated team who monitors the success of all our events by conducting post-event calls. These calls enable us to obtain feedback on our performance both prior and during your event, as well as recording any suggestions you have on how we can improve our service in the future. All comments are communicated back to our operation teams to ensure we learn from your event and continue to offer the highest standards.
We strongly believe in industry recognised benchmarking to monitor our performance and so use Service Scan to carry out regular show round tests to assess colleague performance in this area.
If anything fails to meet our normal high standards or varies from your expectations please advise your Event Coordinator, Duty Manager or General Manager as soon as possible. We assure you that we will rectify the situation to your satisfaction as promptly as possible.
We will endeavour to ensure your bill is clear and accurate. However please do flag up any concerns on your account as soon as possible to your event co-ordinator or finance contact. We assure you we will clarify or rectify the situation as promptly as possible.
Discounts & Incentives
We have a number of other great client initiatives that you may be able to utilise, these include:
PH Festival: Our corporate client incentive. Visit www.ph-festival.co.uk to find out more or join.
Trainers Club: Our Trainers benefit programme. Visit www.principal-hayley.com/trainersclub to find out more or join.
Grand Spaces for Grand Events. Large, stunning event space in selected venues all over the UK. Click here for further information.
Inspirational Short Breaks: Discounted leisure breaks for employees at preferred partner companies
Our conference ‘cash back’ promise: Preferred partner companies can save for free meetings in Paris
Our conference ‘golf bank’ promise: Preferred partner companies can save for free golf days in Shropshire and Greater London
Need event insurance? We’ve got you covered.
You can contact central conference team on 0844 980 8054 or complete our online enquiry form
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