Hotel Cateys 2023: Conference and Banqueting Team of the Year – Hilton London Metropole

Sponsored by Human One

Being one of the largest Hilton hotels in Europe with 35 meeting rooms, three ballrooms and 1,100 bedrooms does not daunt the conference and banqueting team at Hilton London Metropole, who deliver consistently exceptional events to its clients.

With a team of 34 staff, it caters to an array of clients, including those from the pharmaceutical, IT and software industries. This year, its projected covers are 280,000, which is down to the team’s determination to drive revenue and spot new growth opportunities.

From July to December last year, the team exceeded its revenue target by 8.4% and its gross operating target (GOP) by 11.8%. From January to July this year, it exceeded its revenue target by 2.4% and GOP target by 12%.

Its ability to generate growth is due to forward-thinking initiatives, such as packages for repeat events to encourage clients to book over consecutive years, and F&B packages with a minimum spend instead of detailed rates for meals, which encourages clients to sign contracts without the hassle of deciding on F&B options beforehand.

In addition, the team prioritises upselling by creating bespoke menus and services. During the event planning stage, clients are sent a ‘get to know you’ document which allows the team to curate personalised events, such as an all-vegan menu or a menu with produce sourced from within 75 miles.

The team regularly go outside their roles to provide that ‘above and beyond’ level of service using small acts to engender goodwill, such as staff bringing clients coffee from the hotel’s Tyburn Market unrequested, with many remembering clients’ milk preference, or a logistics supervisor who gave his personal number to a client for a large-scale pharmaceutical event, reassuring the client that they had dedicated 24-hour support in the lead up. Such details make a significant difference in creating memorable experiences and enables the team to continually set itself apart from its competitors.

While it may not be immediately noticeable to clients, other measures have been implemented to enhance guest experience while simultaneously improving the hotel’s sustainable practices, such as investing in new catering equipment that moves away from traditional chafing dishes, and new buffet units that minimise fuel and food waste and enhance food presentation.

The team also supports the Felix Project and has packaged more than 66,000 meals for vulnerable members of the community so far this year.

What the judges said

“All I can say is, wow! This application was fantastic from start to finish and demonstrated warmth, innovation and revenue growth.” Jess Burrow

“The team have gone above and beyond in every aspect. What really stood out was the fact that, while they run a busy day-to-day operation, they still went out of their way to focus on sustainability, diversity and inclusion.” Alex Cooper

The shortlist

• De Vere Cranage Estate
• Hilton London Bankside
• Hilton London Metropole
• Park Plaza London Riverbank