AMERICAS – The Pennsylvania Convention Center Authority (PCAA) yesterday, 1 July, formally eliminated the eight per cent labour management fee.
The scrapping of the fee, first announced in April 2012, is one of several changes designed to enhance customer service at the centre, including mandatory hospitality training of workers, a new customer service booth on the show floor, and increased transparency of labour rates and hours.
“The elimination of the eight per cent labour management fee reflects our commitment to reducing the costs for our customers, as well as improving the overall customer experience,” says President and CEO of the PCCA, Ahmeenah Young. “Customer service is our top priority, so when customers voiced their concern about the fee, we took steps to respond.
“Other changes, such as mandatory hospitality training and improving transparency on labour hours and rates, reflect our desire to provide the best experience possible,” she adds.
The Pennsylvania Convention Center plans to begin posting its labour rates online (www.paconvention.com) where they can be reviewed by customers, including contractors, show managers and exhibitors.
In addition, the Center will this week complete an initiative to provide mandatory hospitality training for every individual who works in the building. Seven hundred staff have already been trained. The centre has also established a new Show Floor Customer Service Booth to answer exhibitor and customer questions, as well as to troubleshoot potential problems.
“We recognise that hosting a successful event is a team effort, requiring commitment of our staff, as well as labour and contractors,” says Young. “Good teams need to undergo a constant self-evaluation process, with an eye toward identifying opportunities for improvement and innovation,” she adds.
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