Tag: broadmoor

DSC Presents – The Road to London

 

 

50 Days and counting…..

 

 

U.S. Olympic Training Center

A countdown to the London Summer Olympics is a great way to give your guests a taste of the active, adventurous and fun lifestyle Coloradans experience every day! There’s no better way to do this than with an exclusive behind the scenes tour of the Olympic Training Center.  You will have the opportunity to tour with an athlete in training, learn about their training schedule, their Olympic goals and dreams, and dine in the private cafeteria where athletes count every calorie and carb. 

 Colorado Springs is home to the U.S. Olympic Committee and one of three Olympic

U.S. Olympic Training Center

Training Centers in the country.  A private tour at the complex allows guests the unique opportunity to explore this extensive facility and experience Olympic-caliber athletes demonstrating their considerable skills at their chosen sport.  Olympic athletes and hopefuls may present demonstrations of weightlifting, gymnastics, judo, swimming, fencing, boxing and wrestling.  Guests will appreciate the level of fitness and commitment to excellence shown by our US athletes and feel a true sense of pride when they meet the athletes personally.

 

 

U.S. Olympic Athlete

We at DSC love the excitement and hoopla that goes along with the Summer Olympics and think it would be exciting to recreate some of that buzz for our groups in Colorado Springs. DSC has had enormous success with our corporate groups that have experienced this once in a lifetime behind the scenes tour at the OTC and with the 2012 London Olympics just 50 days away, we feel this is a perfect way for groups to get in the Olympic spirit!

For more information about these activities and tours please email [email protected] or call 719-540-2010

 

Destination Services (DSC), THE BROADMOOR’s Preferred Event Management Company


Flawless Security

Writer Diana Rowe shares an updated version of her article from last year’s Broadmoor Magazine on hotel-scoop.com.

 Flawless Security at The Broadmoor, Colorado Springs Luxury Resort
By Diana Rowe

How do they do it? Luxury resorts, like the Broadmoor, host “regular” folks like me, but often you walk through the historic halls or dine at one of their on-site restaurants, and experience a celebrity sighting. How does The Broadmoor balance a secure environment for their high-profile guests, without sacrificing The Broadmoor experience for others?


The 300 acres of Broadmoor grounds are a fully fenced, campus setting with only two arteries into the property with two entrances, leading entrances, providing the basics for a secure environment.
From hosting celebrities to political figures including U.S. Presidents and events for Homeland Security, the legendary Broadmoor in Colorado Springs has a long history of discreetly and flawlessly handling high-profile, high security events. In fact, its history of handling such events began in the first opening week, over Independence Day in 1918, with a major golf tournament benefiting the war efforts by the Red Cross. Two famous individuals competed during a golf tournament to raise over $10,000.

According to Beth Davis, archivist of The Broadmoor, “We are fortunate that someone had the foresight to save a handwritten notebook recording the conferences, conventions and meetings, from 1918 – 1940, that included the number of attendees and room costs. The records show an impressive number of events, and even during those early days, The Broadmoor was known for its flawless execution of meetings of all sizes since its 1918 opening.”

 

 

Broadmoor Cottages are a perfect luxury family vacation offering 1-8 bedrooms and up to 6,300 square feet.

 

 

Since then, events have ranged from fundraisers and National Girl Scout Conventions to sorority groups and major corporate events.  This past weekend, The Broadmoor hosted the 9th annual Weekend of Jazz, and the smoothness of the flow of the hundreds of people in attendance is mind-boggling.

At the beginning, security was handled by an in-house security force, says Davis. “The Broadmoor was not incorporated into the city of Colorado Springs until the 1980s, so the hotel provided ‘house detectives’ to protect guests. In our original list of employees from 1918, Tom Gavin is listed as the Chief House Officer of the Broadmoor Hotel Co.”

However, security isn’t simply about protection for big groups or heads of states, according to Davis.  “Broadmoor guests have also included prominent, influential people from communities throughout the U.S. These guests would spend the entire summer season, 2-3 months, at the Broadmoor. They’d bring their trunks, maids and butlers for an extended stay. To them, security was much more than the issue of safety. They wanted to feel at home, and sometimes anonymous, inside the Broadmoor’s expansive grounds.”

Whether a Broadmoor guest is a celebrity, top political figure, corporate group, or “regular” guest, security continues to be a priority at The Broadmoor.

Security begins with the physical layout of its property. As expansive as the Broadmoor grounds are – all 300 acres, it’s fully fenced, campus setting with only two arteries into the property with two entrances, leading entrances, provides the basics for a secure environment.  The Broadmoor can shut down the entire resort, if necessary.

For example, for a high-level NATO event, all Broadmoor staff parked off site and were screened through metal detector before entering the grounds. Once inside, employees’ credentials dictated where they could or could not go on property. If a housekeeper was scheduled to work in the South Tower, she wasn’t allowed on the West side. In addition, the staff may not even know what event is actually on-site.

It can get logistically complicated after that. One day Heads of States, followed by a major corporation’s annual sales meeting, then several executive board meetings, while simultaneously a celebrity blocks a wing and a U.S. President spends the evening. There are few public places, like the Broadmoor, that NATO can go to and feel comfortable and that a resort can pull off all the moving parts to hosting 51 defense ministers from around the world.

 

 

 

 
My favorite room at the Broadmoor is a suite overlooking Cheyenne Lake.

 

 

 

 

 

 

 

 

Yet physical security is just one aspect that defines the success of any event.

The coordination of these events look seamless, but the intricacies are quite amazing, according to John Rovie, Director of Sales. There is often a significant lapse of time between the booking process of these high level events and the actual event.

That’s why Broadmoor’s security begins before someone is even hired. Potential employees always go through background checks, extensive screening and training. Once hired, then depending on the event, those employees may undergo many more independent background checks.

Rovie says, “Few places in the world can create a secure environment that even NATO can feel comfortable, which is why Broadmoor security is a lot more than what you see. All events define the quality of The Broadmoor and how our Broadmoor team flawlessly pulls off a well orchestrated and coordinated effort.”

“It’s easier to serve the needs of individual guests,” says Rovie. “They check in, got to their room, book their spa treatments, play golf, ask the concierge for tour suggestions. That’s the basics of hospitality, but mix in multiple set-ups, F&B requirements, banquet event orders, meeting resumes – and we’ve know added sometimes telephone books of info to disseminate throughout the property to share with everyone from stewards to housekeeping to banquet staff.”

The Broadmoor often adds into the mix out-of-the-box requests. These political groups often travel in delegations, and room assignments can be like juggling water balloons. Certain countries prefer not to be located next to a rival country. Each country has certain dietary requirements. Within each delegation, there are also subgroups, and besides the core meeting, those groups also require meeting space. One initial group booking may also include dozens of breakout meeting rooms.

To host an event of this caliber, the resort must bring the full package to the table.  Security may be important, but these types of events also require exceptional quality of guest rooms, accommodations, meeting space, food and beverage, and staff to meet the high expectations of this profile of attendee.

With such an intricately woven operation, one glitch can be catastrophic, but Rovie says that’s the beauty of the Broadmoor and its employees. “Events come and go, but what remains the same is the pride that our staff has taken in the more than 100 years The Broadmoor has hosted these events. Whether it’s an employee with 50-year tenure, or a new hire, we are all proud to be affiliated with a team of this caliber that can successfully pull off all the working cogs of events of this caliber. To make it all happen is energizing.”

Whether it’s presidential and gubernatorial gatherings, a celebrity stay, a corporate event, a romantic getaway, or family vacation, maintaining a secure and safe environment is an important part of the fabric of the legendary Broadmoor’s long and successful history.

 

Diana Rowe is a member of the Society of American Travel Writers. View her website. Follow her at @dianarowe .


The Broadmoor Connection

As we gear up to host one of our largest annual events, we get a lot of questions about how we manage something with so many moving pieces and so many attendees.

The National Space Symposium, which comes to The Broadmoor each year, attracts over 9,000 attendees from around the world over its four days. This year’s event is two weeks from now, and we’ve already begun our preparations, including the construction of a 40,000 sq. ft. temporary event space to add to our existing 185,000 sq. ft.

The Broadmoor has 744 guest rooms, so where do all those additional people stay while they’re in town? When an event like this happens, it takes more than a resort; it takes a city, or at least a partnership, to make a something like this work. That’s where The Broadmoor Connection comes in.

To attract groups like the Space Symposium that need a large venue with a variety of guestroom offerings and pricing, The Broadmoor formed a unique alliance of support properties. “Broadmoor Connection” is a coalition of partners that includes the 316-room Cheyenne Mountain Resort, plus 299 rooms at the Hilton Doubletree World Arena and 500 rooms at the nearby Crowne Plaza. All three hotels are within five minutes of The Broadmoor Event Center and extend the number of sleeping rooms from 744 to more than 1,700.

“The Space Foundation’s annual meeting and trade show is a great example of how ‘The Connection’ works,” says John Rovie director of sales. “This event has met here for 28 years now and has become the premier meeting and trade show in the space industry. The trade show alone utilizes all the space in Broadmoor Hall (60,000 sq. ft.) and Colorado Hall (15,000 sq. ft.), as well as all breakout and function space around the resort. It has a huge impact on the Colorado Springs economy, but we could not continue to be successful in attracting this business without our Broadmoor Connection partnership which offers a wide range of rooms and rates.”

Transportation by Connection members to and from the venue is included in the room rate, giving large meetings like this the functionality of a convention center, but at a substantially lower fee.

Organizing where everyone will be roomed is just one part of this exciting event that we’re pleased to host each year. Stay tuned for futher updates on how we’re putting it all together.


Take Me On A Tour

Let our Director of Tradeshow Sales, Ken Williams take you on a tour of the almost 90,000 square feet of meeting and event space that make up The Broadmoor Event Center.

Thank you to Ken for taking the time to explore the possibilities of these spaces with us. He even taught us a few things about them we didn’t know!


Tiffany P., Executive Meeting Manager

Today, we’d like to introduce to you to one of our Executive Meeting Managers (EMM). Members of the EMM team wear many hats within the Broadmoor Sales and Conferences departments. This is a unique and challenging position, but we’ll let Tiffany tell you more.

How long have you been with The Broadmoor?
I started as a hostess in The Penrose Room while I was in college. After I graduated, I moved on to Sales Assistant and  after that, to Tour and Travel Manager where I took care of all of the travel agents for the hotel.  Then this EMM position opened up and I’ve been doing this for about a year and a half – for a total of about six years with the hotel.

Were you familiar with The Broadmoor before you starting working here?
I have been coming here for Sunday Brunch since I was a little girl growing up in Pueblo, Colorado and when I decided I wanted to be in the hotel industry, I applied for the job at The Penrose Room.

Describe for us what an EMM does.
We handle executive groups of less than 40 rooms on peak.  We’re a one stop shop and take care of the clients from the initial inquiry call to the hotel until they leave property after their event, and everything in between.

What’s your favorite part about your job?
I love being out of the office and interacting with clients and guests around the property.

What do you like to do outside of work?
Shop and practive yoga.

You recently got married. Congratulations! Where was the ceremony and honeymoon?
We got married in my hometown of Pueblo (about 40 minutes from The Broadmoor). For our honeymoon, we went to Mackinaw Island in Michigan. It was breathtaking.

What’s your favorite restaurant anywhere in the world?
Gallagher’s Steakhouse in New York City

Is this your spot for the best meal you’ve ever had?
No. The best meal I’ve ever had was the first time my husband cooked for me. He made pasta with vodka sauce. I don’t cook well, so he does most of the cooking at home.

Do the two of you have any pets?
We have two cats – Dutch and Duke.

What would be your dream vacation?
To go to Italy to meet some of my husband’s family.

Do you have a favorite musician?
I absolutely love Michael Buble.

Name five things that you can’t live without.
My husband
My family
Moscato with lime
My Blackberry
My iPhone

What’s the best job you’ve ever had?
This one – EMM!

Finally, what is the number one thing that someone planning a small meeting should keep in mind?
Know what all of your needs are, big and small, and don’t be afraid to voice them to us. We’re here for everything you need.

Tiffany and her husband at last December’s Broadmoor Christmas Show.

Thanks for the insight, Tiffany.

Stay tuned to our blog for more inside information on small meetings and The Broadmoor.


The Broadmoor Unwrapped – Part 4

Welcome to the last installment of The Broadmoor Unwrapped - John Lehndorff’s exploration of what it takes to put on meetings and events here at the hotel. In this last piece, he goes more in depth about group activity offerings and the always amazing A/V setups from our in-house team, J&S.

Please enjoy and if you missed prior segments of John’s article, see below.

More Than Meetings

Conference attendees do not live by Powerpoint presentations alone. They need some fun – preferably big and unique – to look forward to after the business of the day is done. That’s where Amy Atwater of Destination Services of Colorado (DSC) comes in. DSC partners with The Broadmoor to plan themed events, team-building exercises, programs for spouses, tours and off-site events.
“We have clients and event planners who want what’s never been done before,” Atwater said. “We always say ‘yes.’ There’s a way. There’s always a way.”

Each year, Earl Klugh brings his famed Weekend of Jazz to The Broadmoor.

That has included headlining musicians such as Glenn Frey of The Eagles, Kenny Loggins, jazz guitarist Earl Klugh, and country stars Vince Gill and Amy Grant. DSC will arrange a guided horse ride, a meal in a cliff dwelling, special ice skating shows and even activities for kids who arrive with a parent who has a seminar to attend.
For corporate clients with today’s downsized staffs, team building has become an essential activity, Atwater said. Many companies are choosing responsibility programs in the community like Build-a-Bike. “We bring in the parts and they spend an afternoon assembling the bikes. We also have mail programs to soldiers in Iraq and Afghanistan,” she said. “One time I was asked to provide a violin-playing ice skater. It took some doing, but I found one.”

Working with the local Build-A-Bike group is a great way for meeting attendees
to have fun and give back.

Atwater works closely with another Broadmoor partner, J&S Audio Visual, whose responsibilities include providing photographers and videographers and doing all the rigging for exhibitors, whether it’s a simple banner or a satellite. J&S makes its Broadmoor home in a storeroom packed to its very high ceiling with every gadget imaginable.

A small setup put together by the J&S A/V team housed here at The Broadmoor.

“What is essential is understanding the demographic of the group,” said Steve Boyd director of J&S. For example, big entrances are often required. The International Center stage includes Broadway-grade lighting and a hydraulic lift that can bring a CEO onstage in a very dramatic fashion, unless they’d rather ride a zipline from the ceiling to the stage. “We’re always looking for the next cool thing,” Boyd said.

All the spectacle aside, The Broadmoor welcomes any gathering on any budget with equal verve. “Expensive doesn’t guarantee a more memorable event,” said Atwater. “Indeed, any event that takes place at the one-of-a-kind resort with a staff that enjoys exceeding expectations is going to be memorable,” said Chris Clark, Convention Services Manager. “This is The Broadmoor. This is what we do.”


The Broadmoor Unwrapped – Part 3

Today, we reveal Part 3 of John Lehndorff’s article delving into what it takes to put on events here at The Broadmoor. “That Extra Mile” goes more in depth about what groups are looking for in their event and how we go about providing it.

If you missed Parts 1 an 2 of the story, see below.

Welcome to almost Spring.
The Broadmoor Team

 That Extra Mile

As the resort’s Director of Banquets, Michael Reid was responsible for serving more than half a million guests last year. He said that The Broadmoor staged at least 10,000 discrete “events” – an event being defined as any planned gathering from a banquet for 1,000 to a coffee break with baked goods. And that doesn’t include those staged “out of property” at the Cave of the Winds, on the ice at the World Arena, and at the nearby Cheyenne Mountain Zoo.

 

The clientele and their tastes have changed dramatically in the past decade, according to Executive Chef Siegfried “Sigi” Eisenberger. “People are much more well-traveled now and sophisticated and their expectations are much higher. The most outrageous request was for a wild game dinner – we ended up serving leg of lion, antelope, rattlesnake and pheasant.”

 

Planners now want some form of “eatertainment” involved in banquets. “They like to have action stations: meat carving, making desserts, Cobb salads or quesadillas to order, or trout on a grill,” he said. Tapas are a hot choice now so the chef ordered 900 small plates to serve them on.

He maintains order over a culinary realm that includes 18 restaurants, cafés and lounges in a small office behind the staff’s Broadmoor Café where folks from a cross-section of departments mingle and grab an inexpensive meal. Most guests are unaware that The Broadmoor is also a campus. More than 200 students at a time study culinary arts under Chef Sigi and the staff.

Groups are also becoming pickier when it comes to environmental matters. “We used to buy a lot of Chilean sea bass. No more now, since it’s overfished,” Chef Sigi said. “We also use a lot more local, organic produce – we have farmers who grow specifically for us – things like fresh garlic shoots and sorrel.”

The Broadmoor walks the walk when it comes to going green, having committed to sustainability program including energy and water conservation overseen by a Recycling Manager. Many events create a literal Pike’s Peak of cardboard, foam and food items that would have gone straight to the landfill in an earlier time. Now it is recycled and composted. This effort is a boon to another back-of-the-house department, sales, because a rapidly growing coterie of groups will only book at venues that follow green practices.

 

 

Executive Sous Chef John Frazier is our master when it comes to serving great food to large groups.


The Broadmoor Unwrapped – Part 2

Today we move into Part 2 of John Lehndorff’s exploration behind the scenes of what it takes to put on a conference at The Broadmoor.

This time we hear more from Convention Services Manager, Chris Clark and a past client.

Enjoy!

(If you missed Part 1 read it here).

The Team in Action


Four days each spring, the annual Space Foundation Symposium takes over almost the entire resort. For security reasons the hallways and storage spaces of Broadmoor Hall have to be cleared, the contents loaded into six semi-trailer trucks and moved off the property. “A week later, it all comes back,” Clark said.

Space (as the event is called by the staff) means an all-hands-on-deck announcement. “We get people from sales, catering, from the spa and the golf course to help with banquets. You’ll see chefs setting up chairs,” Clark said.

“It ties into our sense of community here,” said Communications Director Allison Scott. “If someone has a need or problem, people come from all over the resort to help because they want to, not because they have to. There’s no grumbling. Everybody wants to get the job done,” she said.
In one day, a room may be set with tables for lunch and then immediately torn down and cleaned to create separate theater spaces for presentations in the afternoon and then reset for a general session at night. “It is very precise, organized chaos,” Clark said.

If a meeting planner needs “it” to have a successful conference, chances are The Broadmoor has “it” tucked away somewhere in its subterranean storehouses. The storerooms are jammed with linens, shiny chafing dishes, tables of all sorts, humongous ice machines, vacuum cleaners you ride like a Zamboni, food warmers, carpeting, music stands, and yes, wolf treats.
In the back of the house, an immense loading dock through which has arrived a school bus, a Lunar Lander, a Cessna with its wings folded back, as well as numerous cars, a helicopter and several drones can accommodate any need.

 

Pulling off one or two events a day would be easy as pie, but there are sometimes a dozen or more in any 24-hour period, including some of the more than 300 weddings held each year at the resort. That hubbub of activity was a concern initially for Deb Brawner, a representative of the American Society of Association Executives, which brought more than 500 members to The Broadmoor.
“One thing a planner hates is to be forgotten because there are other, bigger events going on at the same time,” Brawner said. “That doesn’t happen here. They are always checking in to see if you need anything. It really makes you feel good about the place.”

 

Once an event is ordered – sometimes years in advance – the planning begins in earnest. AutoCAD drawings are used to arrange set-up and traffic flow down to the fraction of an inch. “We know there will always be last-minute adjustments but wholesale changes don’t happen very often. The week of the event all we’re managing are tweaks,” Clark said.

 

Stayed tuned for part 3 of John’s article next week.


The Broadmoor Unwrapped

This week, we’re excited to present the first post in a four-part series written by John Lehndorff. John visited The Broadmoor to investigate just what it takes to coordinate memorable events.

 

Here is the introduction to his story, “The Broadmoor Unwrapped.”

 Everybody knows that The Broadmoor staff is just a bunch of yes-men and yes-women. Tell them you’d like to hang a multimillion-dollar communications satellite from the ceiling of plush Broadmoor Hall. They’ll say “Yes.” Not “Maybe.” Not “We’ll consider that.”
When a meeting planner wants her group to meet a wolf up close and personal, the staff not only says “Yes,” but supplies tasty wolf treats. Need a band playing on a stage floating in the swimming pool? You’ve come to the right people.


You say your association of insurance agents needs to stage 50 intimate dinner events simultaneously at locations all over the property? The Broadmoor team doesn’t blink: “We can make that happen.” And, during a freak October ice storm, they do.
The affirmative approach is not surprising, when you consider that The Broadmoor was created by the original yes-man, Spencer Penrose. He refused to take “no” for an answer when almost every expert gave a resounding thumbs-down to his dream of creating a European-style resort in the middle-of-nowhere, then known as Colorado. From the first day it opened in 1918, The Broadmoor welcomed corporate leaders, presidents, movie stars, golfers and groups of all sorts to Colorado Springs for meetings, conferences and conventions. While the needs of attendees have evolved over time, the need to meet in person has only grown more essential. Facebook will never replace face-to-face.

 
So when groups decide to bring their team together in one place, one reason they choose The Broadmoor is that they want peace of mind – an absence of glitches, hitches and near misses. The Broadmoor’s commitment is what makes it one of the nation’s premier event destinations. Says Convention Services Manager Chris Clark, “Our president, Stephen Bartolin, from my very first day here said, ‘Never confuse your task with your job. Your task is setting up chairs. Your job is to be a hospitality professional and care for the guests.’”


The staff is empowered to personally take care of guests’ needs and wants, Clark said. They don’t need permission. So, instead of a half dozen concierges in the lobby, there are, in effect, hundreds of concierges on duty 24-7 across the resort’s 3,000 acres.
They’re the real secret to The Broadmoor’s success. In the back of the house, there’s a synchronized army of specialists – everything from audio-visual experts and banquet chefs to fork-lift drivers and servers. It’s a strategically coordinated force that generals on the nearby military bases would envy.

 

Read more next week…


An Approach to Service

What is that makes a good meeting a great meeting? There certainly isn’t a formula – only a nebulous of elements that come together with the hope that the higher powers that be will decide everything will be available and on time, the discussion will be productive, and bellies happy and full.

At The Broadmoor, we do our utmost with the things we have the ability to control and the rest is left up to the Gods.

 

When you have more than 1,800 employees from 23 different countries and cultures, how do you get them to deliver a consistent level of service? It’s all in the training – and in a culture of service that began in 1918.

When The BROADMOOR’s founders, Spencer and Julie Penrose, built what they called “The Riviera of theRockies,” the mission was to offer European elegance served with a healthy dose of Western hospitality. From the beginning, an international staff was brought in and trained to take care of guests’ needs in a way that, at the time, was reserved for only the grandest of hotels worldwide. Serving guests was an honor and a duty that was not taken lightly. Standards were rigorously upheld at every level and in every department. Guests came first.

Flash forward almost 94 years. 

Certainly, The BROADMOOR has changed. When it opened in 1918, there was one golf course, 111 rooms, a polo field and one restaurant and guests stayed for weeks to months at a time. Today, the average guest stay is just under three days; guests come to not only for rest and recreation with their friends and families, they come on business or to attend meetings and trade shows. The resort now has three championship golf courses, 700 rooms, spa, a host of dining options and other top amenities. However, what was true in the beginning is still true today: guests come first. With all the additional rooms, amenities and services, that means a lot of training comes with it.

 The BROADMOOR offers more than 40 classes that not only teach the basics of hospitality, but the standards set forth by both the Forbes Travel Guide and the American Automobile Association (AAA) for Five-Star and Five-Diamond service. A new team member receives over 175 hours of training in their first year and while the standards are complex, the basics are simple: treat everyone like a guest.  Take care of the little things and the big things take care of themselves. Attention to detail is the key.

 In order to make that happen, the team embraces a philosophy of inclusion. If you treat every staff member who needs something done or who asks a question as an “internal guest” and handle them with the same level of service and respect you would an “external guest,” the culture of service will carry over. It will show. As Mr. Penrose believed, service comes from the heart. When that belief is practiced with passion, it makes a staff proud to work – and proud to be of service to all guests. Maybe that’s why there are more than 120 staff who are members of the Pioneer Club, working at The BROADMOOR from 25 to 40-plus years.

 “Everyone has brick and mortar,” says John Rovie, Director of Sales for The BROADMOOR. “But at the end of the day, it’s the people that make the difference. We have the finest staff. They take great pride in the resort and in their jobs. While training is essential, pride is paramount. We have both and that’s what makes this place so special – not only to visit, but to work.”