Servicing successes

Serviced and hosted 554 groups (meetings, conventions and sports). We achieved a 44.58-percent survey response rate with an overall scoring of 4.5 on a 5.0 scale, plus hosted 11,477 visitors in the official Visitor Information Center (VIC) while fulfilling 9,799 visitor requests.

Visitors guide and map delivery service

Verified that the Greater Raleigh Convention and Visitors Bureau's (CVB's) on-demand service remains popular for the delivery of the Official Visitors Guide to Raleigh, Cary and Wake County—444 partners received an impressive total of 44,235 guides at their businesses.

Celebrate Services Day recognizes the role of event staff while giving back locally

The Greater Raleigh CVB’s Convention Services and sports services teams annually participate in National Celebrate Services Week, a program of the Event Services Professionals Association. Not only do we celebrate local organizations and businesses that provide services to visitors and meeting planners, but we also work together to “give back” to our community. Our 2018 event was themed “Food with a Purpose,” and collectively we donated 178 pounds of goods equaling 143 meals to families in need via the Central and Eastern North Carolina Food Bank.

See for Yourself (SFY) Tours are a great hit (again)

A fundamental part of services trainings for local hospitality partners since 2013, SFY Tours are respected and well-received educational programs that the CVB’s Convention Services Department has provided quarterly each fiscal year. The main focus of these Wake County-based, themed motor coach tours is to reach front-line staff of our area’s attractions, venues, restaurants and hotels that play a role in suggesting and recommending things to see and do to visitors. This year, we successfully completed three SFY Tours, altogether welcoming a total of 53 total attendees.

Visitor Information Center (VIC) highlights

The annual International Bluegrass Music Association's World of Bluegrass week in downtown Raleigh included the large, iconic Bluegrass Banjo at our VIC in 2018. Our “JAM HERE” location in the VIC attracted musicians at all hours from all over the world, provided a unique photo opportunity and provided extended visitor hours to enhance the experience of bluegrass attendees. VIC manager Kessa Stevens, CGSP®, represented us at Destinations International’s Visitor Services Summit in Sept. 2018, at the N.C. Travel Industry Association's Annual Conference in Oct., conducted numerous presentations for local organizations and planned, hosted and executed the Annual Greater Raleigh CVB Tourism Ambassador Appreciation Event at Lake Wheeler Park in June 2019.

Certified Guest Service Professionals® (CGSPs®)

Three Guest Service Gold® customer service training classes resulted in 40 hospitality staff receiving their CGSP® certification.