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IARE-News |
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A newsletter published by the
International
Association of Reservation Executives
Issue
20, July 2003
President's
Message
by Keith Brender
ANC Rental Corp., Fort Lauderdale, Florida U.S.A. |
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| Membership
the Top Priority for 2003-2004
The 2003 conference
was an unqualified success from many perspectives. On the
education front, the sessions were outstanding, providing our
members with useful, actionable ideas to take back to their
centers. Networking was alive and well in Seattle. Members
bonded and made new contacts that will result in tangible
benefits all year long. And as far as motivation goes, the
general sessions were evaluated as some of the best ever. I
took away from those sessions a new appreciation for how I fit
into the "big picture" and a renewed energy toward
my profession.
With all of those
outstanding attributes, the 2003 conference, Riding the Tides
of Change, was indeed a success for our members. However,
providing this quality of conference is also expensive. And to
the end of providing additional income for your association,
the 2003 conference was not quite as successful. How do we
continue to deliver this amazing value to our membership? With
YOUR help!
The 2003-2004
Membership Challenge was introduced at the conference. We need
your help in growing our membership. More members means not
only additional income to the association, it also means
additional networking opportunities for you. It means a new
broader perspective on the topics that you find interesting
and important. It means a bigger conference, with the
potential for additional vendors. And that means more value,
more education, and ultimately more performance for each
member!
So how do you get
involved? The membership challenge is simple—bring in new
Principal Members to IARE and receive all the benefits I
mentioned above. But you also will get the benefit of reduced
registration costs at our 2004 conference in Washington D.C!
Just go to "Take the
IARE Membership Challenge." Bring in one new Principal
Member and receive $100 off your 2004 conference registration.
Bring in two members and get a $200 discount. All the way up
to $500 off for your organization!
And what do you do? It’s
simple. We all know people in the industry who, for whatever
reason, haven’t joined IARE yet. We meet them in our
networking groups and through vendors. People we’ve worked
with and have moved to different companies are a great source
of new members. Old acquaintances, family members, ex-spouses,
long-lost relatives, OK…you get the picture! Make some
contacts and simply talk about the benefits YOU receive from
your IARE membership. Refer them to the website for more
information. Then ask them to complete the On-Line Membership
Application and be sure to include your name as the referral
source.
A little work from
everyone now in growing our membership will pay off with a
stronger, more valuable association for everyone. Please, take
the membership challenge and help us grow. We’ll post how we’re
doing on the website and talk about it all year. It’s our
greatest challenge, and it will be our most exciting victory! |
What's New
with IARE?
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The
IARE 18th Annual Conference was held April 24-28, 2003 in
Seattle, Washington U.S.A. We asked Conference participants to
share with us about their IARE Conference experience.
My
Second IARE Visit
by Julie Wood-Downey, Hilton
Reservations Worldwide, Tampa, Forida U.S.A.
This IARE
conference was by far the one of the best investments
in professional development I have made in years. I,
like most other people, have had an extremely busy
year at work between new business, streamlining
business, and the challenges of managing in a
declining business environment. When the opportunity
for IARE rolled around this year, I was more than
ready for a fresh stream of consciousness, to share
notes with my peers, and for a break from the insanity
at work.
While I knew
that the conference would give me an opportunity to
network, socialize with friends, see some new products
and services from related vendors, and prompt me to do
some stretch thinking, I was not prepared for what I
experienced and accomplished.
Yes, I
certainly was exposed to state of the art products and
services, seeing some product lines that I was
familiar with, but now seeing the latest version. And
also new vendors that I got to meet for the first
time. I collected a lot of good information, including
contacts, that I can pass on to my partners at Hilton.
The
benchmarking with other centres was tremendous. It’s
interesting to see how many of us face the same
challenges and are exploring similar solutions to
business issues. I appreciate the informal setting
that IARE created for this session, allowing us all to
relax and get to what is important in managing our
businesses. I have established new relationships as
well as renewed old ones that I will maintain.
The highlight
of the conference for me was the guest speaker, Joe
Caruso. His story of life, of priorities, of values,
and of spirit moved me in a way that was unexpected,
refreshing, and inspiring.
Attending IARE
was kind of a last minute opportunity for me this
year, but in the future I will book in advance. It’s
not just about invaluable networking, it’s about
getting recharged, and I deserve that!
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An
International Perspective
from Sinead Power, Best
Western International, Dublin, Ireland,
and First-time IARE Conference Attendee
My office has
about 53 staff including agents and customer service
and we’ve been open in Dublin since 1994 supporting
Best Western.
This year was
the first year that I was invited to the conference
and I understood that I would be sharing information
with other contact centres who specialized in
reservations, and that I would be visiting a city I’d
never been to before – that’s about all I knew!
The weather in
Seattle is much like the weather in Dublin – I would
rather have had some sunshine but still glad for the
opportunity! I really enjoyed the FISH training – in
fact we had a trainer scheduled to visit us in May so
the training I got at IARE prepared me in advance for
our May centre training.
The most
valuable part of the conference for me was the
breakout sessions. I got to meet with people from
centres that were around my size and exchange
information with people that have similar problems. I
also got contact information from people I met that I
know I will stay in touch with.
The first
speaker was great as he got us up and playing games.
However, I was a little nervous at first about that,
as we over here have a tendency to be more reserved
than Americans and get worried when we have to do look
silly in front of others. It turned out to be quite
fun!
The closing
speaker was really good as well. I was worried that
spending 90 minutes on that subject may be way too
long, with the time actually flew by.
Would I
return? Absolutely! Count me in for next year!!!!
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An
Exhibitors Experience @ IARE
by
Kate Wolfe, Voxify, Inc., Omaha, Nebraska U.S.A.*
Having
participated in IARE conferences over the years as a
member, it was exciting and informative to be included
as an exhibitor. As a former board member, ensuring a
positive experience for those who have supported the
association from this perspective was always a
priority. I‘m pleased to say that being an exhibitor
was everything that is touted by IARE!
After arriving
at the hotel, and being greeted by the extremely
courteous staff (yes, the hotel staff was amazing!), I
checked in and went to the exhibition hall where the
ever-present Steffani Blackstock was welcoming
participants. The information packets that were
provided contained useful information such as
scheduling and location of events. Also included was a
new liability waiver, not that an actual injury might
ever occur! Thank goodness for this packet, as it had
everything that a vendor might require.
We were
offered ample setup time, and were afforded excellent
support and assistance from Caruso Group International
(IARE's management firm). Breaks, strategically
located in the center of the exhibitor hall, allowed
us additional opportunity to chat with the
participants. I always felt that the IARE membership
was a different type of organization, in that the
group fosters the creation of relationships between
members and vendors alike. This was truly evident
throughout the conference, and we will certainly be
back!
*Kate
Wolfe works with Voxify, Inc., an enterprise software
company located in the San Francisco Bay Area. Voxify
provides call centers with speech recognition systems
for customer self-service by phone. Formerly a
Director with Utell, a Pegasus Solutions company, Kate
has 15 years of travel industry experience. Kate
served on the Board of Directors of IARE from 1998
through 2002, and is a former IARE President of the
association. |
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Online
Exhibit Hall
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IARE
relies on the participation of its vendor partners to provide
valuable resources and financial support to sustain the
organization and its Annual Conference.
Eleven
companies participated in the IARE's 18th Annual Conference in
Seattle in April, 2003.
Please
take a few minutes to visit
our On-line Exhibit Hall and consider these companies when
you look for business services or call center equipment. |
Conference
Update
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|
International
Association of
Reservation Executives
19th
Annual Conference
and Exhibition
April 24-28, 2004
The
Westin Grand Hotel, Washington, DC U.S.A.
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Click on the flag for
information about next year's meeting
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Regional
Meetings
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by Dan Hoesing,
Carlson Hospitality Worldwide, Omaha, Nebraska, U.S.A.
and Chair, IARE Regional Meetings Committee
Coming to a
Location Near You...?
Looking
for more opportunities to network with others in your
industry? IARE Regional Meetings offer the perfect opportunity
to learn more about your business and to gather ideas and
solutions to help to deal with industry challenges.
Perhaps the greatest value of
IARE membership is the opportunity to share ideas and
information with industry colleagues. With the IARE Regional
Meeting concept, we're bringing the resources to your area so
you can stay in touch and network on a regular and consistent
basis.
Last year, IARE launched its
first series of regional meetings in four locations throughout
the United States. After successful programs in Omaha,
Nebraska; Tampa, Florida; Phoenix, Arizona; and Dallas, Texas,
the newly formed Regional Meetings Committee has begun the
process of determining locations, hosts and sponsors for
planned meetings in 2003 and 2004.
Who Can Host an
IARE Regional Meeting?
IARE
Regional Meetings are held in training classrooms or
conference rooms at IARE member contact centers. A typical
meeting will include a sponsored lunch and brief vendor
presentation, facilitated discussion based on a selected
topic, and a tour of the host facility. There is no charge to
attend an IARE Regional Meeting and non-members are invited
and encouraged to participate. Attendance may be limited based
on the requirements of the host facility.
We are looking for call center
members who are willing and able to host an IARE Regional
Meeting in the following areas
- Canada East
- Canada West
- Midwest U.S.
- Northeast U.S.
- Southeast U.S.
- Southwest U.S.
- South Central U.S.
- Western U.S.
If you are interested in
hosting a meeting in your area or have a specific subject to
discuss at an upcoming meeting, please contact Dan
Hoesing.
International
Meetings
IARE is also planning to launch its first ever International
Meetings in Australia, Europe and Asia Pacific. Please watch for
developments about these meetings. |
Membership
Update
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by Tricia Smith, The
Hertz Corporation, Oklahoma City, Oklahoma U.S.A.
and Chair, IARE Membership Committee
The IARE's Membership
Committee is working to grow its membership overall and to
broaden its scope by including more international contacts
among its members.
International
Membership Growth
We need your
help to build a list of individuals who may be interested in
what IARE has to offer. Please take a few minutes to share
with us the names and contact information from key personnel
in your company's international call centers. This data will
be used by IARE to identify prospective members and will not
be released to other outside resources.
Click
here to complete the IARE International Membership Survey
Overall Membership
Growth
Take
the IARE Membership Challenge!
Recruit a new member to join IARE in 2003 and your
organization can
earn up to $500 off IARE's 2004 Conference registration fees!
Here’s what you need
to do:
- Talk to colleagues
in the travel/hospitality industry who are not members of
IARE
- Explain what
benefits you get from IARE membership and how they can
benefit from participation in IARE, too.
- Invite them to
visit IARE’s web site to learn more about the
organization.
- Ask them to
complete the On-line Membership Application and be sure to
include your name as the referral source.
Your company can earn
a $100 conference registration discount for
each member that you refer who joins IARE in 2003!
Can we count on you
to help IARE grow?
Pledge
your support now!
Please email the names of people and companies you will call
to invite to join IARE. We’ll send you an email reminder and
links to information and resources that will help you achieve
your goal.
Click
here for more details about the IARE Membership Challenge |
Excellence Awards
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The IARE Excellence
Awards are presented each year to those who have exceeded
expectations in the areas of job performance, team
development, customer service, and even community service.
Past award winners have often been represented by the
individual who always rises to the occasion when needed,
placing their personal time second to the needs of the call
center. These individuals are also the ones who work quietly
behind the scenes to ensure a successful operation and without
whom the enterprise would suffer.
This year's Excellence
Awards winners were announced recently during the IARE's 18th
Annual Conference in Seattle, Washington. They are:
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Manager
Excellence Award
Julie
Wood Downey
Reservations
Sales Manager
Hilton Reservations Worldwide,
Tampa, Florida USA |
Supervisor
Excellence Award
Susan Stone
Sales and
Development Supervisor,
Carlson Hospitality Worldwide,
Omaha, Nebraska USA |
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Staff
Member Excellence Award
Rebecca Gentry
Training
Coordinator,
Wyndham International Central Reservations,
Irving, Texas USA |
Representative
Excellence Award
Annette
Bey
Reservation
Sales Associate,
Marriott Reservation Center,
Omaha Nebraska USA |
Read
more about this year's Award Winners |
Members
Only
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Password
Changes in Store
User name and passcodes will be changing
on July 31. The new user name and passcode
will be emailed to IARE Members. Please watch for this important information.
Member
Poll
What
other industry conferences do you attend?
On-line
Bulletin Board
See
new postings on the IARE On-line Bulletin Board
On-line
Member Directory
See
the current list of IARE Members
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About
IARE-News
The IAR E-News
is a quarterly publication distributed electronically to
provide ongoing communication and information for IARE
Members. IAR E-News is produced by the IARE's
Communications & Technology Committee:
- Michele Rowan,
Hilton Reservations Worldwide, London, England U.K. --
Co-chair
- Ronda Trog, Best
Western International, Phoenix, Arizona U.S.A. -- Co-chair
Articles may be
submitted via email to iare@assnoffice.com
and are subject to acceptance and editing by the Communications
& Technology Committee. The deadline for the next issue is
August 29, 2003. |
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Archives:
E-News: March, 2003
E-News: December,
2002
E-News: October,
2002
E-News: July, 2002
E-News: March, 2002
E-News: December,
2001
E-News: September,
2001
E-News: June,
2001
E-News: April, 2001
E-News:
February, 2001
E-News, December 2000
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IARE ...
The Travel Call Center People
Connecting people in every corner of the world
7853
East Arapahoe Court #2100
Centennial, Colorado 80112-1361 U.S.A.
Phone 303.694-4728
Fax 303.694-4869
iare@assnoffice.com
©
2000, 2001, 2002, 2003 -- International Association of Reservation
Executives -- All rights reserved.
Last edit 07/18/03
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