Services (2016-2017 Annual Report)

Servicing successes

Serviced and hosted 571 groups (sports, meetings and conventions). The Greater Raleigh Convention and Visitors Bureau (CVB) achieved a 45.88-percent survey response rate with an overall scoring of 4.6 on a 5.0-point scale, hosted 12,080 visitors in the official Visitor Information Center and fulfilled 9,840 other visitor information requests—all increases from the past year.

Visitors guide delivery service is a popular partner service

Verified that the CVB's on-demand service for the delivery of the Official Visitors Guide to Raleigh, Cary and Wake County to partners continued to be highly valuable, with 51,286 guides and maps delivered to 528 partners. visitors guide fulfillment

Fulfilled another banner year of visitors guide requests from consumers, up 59 percent from 2015-2016, due to continuing the Bureau's paid placement program with

See for Yourself (SFY) Fam Tours

Repeated the popular training program, which was a hit again in the 2016-2017 fiscal year. Three tours were offered: "Rooted in Raleigh" (history), "VIP Access: Behind the Scenes in Downtown Raleigh Museums" and "FANtastic Venues of Western Wake" (sports attractions and venues).

Taxi drivers oriented—learn more to make more

Confirmed that taxi drivers who know more offer higher levels of customer service and make more money. Our orientation program for drivers, in partnership with the Raleigh Police Department, continued bimonthly with an average 50 drivers per session, resulting in more than 150 drivers trained during the year. Our training program at RDU International Airport attracted 175 total participants.

Celebrate Services Day

Celebrated the Event Service Professionals Association's Celebrate Services Day in Aug. 2016 by hosting a workday at Raleigh City Farm followed by lunch with all locally-sourced foods. Celebrate Services Day is an annual event that promotes the role of and value that event service professionals have in the events industry.

Tourism Ambassadors

Saw the Tourism Ambassador program continue to flourish with recruitment of eight new ambassadors. We hosted our annual Ambassador Appreciation Event this year in May at the Walnut Creek Wetland Center with 22 ambassadors in attendance.

Guest Service Gold® Trainings continue

Trained a total of 26 people who received their CGSP® (Certified Guest Service Professional) designation during the year as a result of customer-service class attendance.