Food and Beverage Assistant Ben Wilson talks about getting into meetings and events, and how a close-knit team and the freedom to make decisions can make all the difference.
How did you get into hospitality and events?
I started in hospitality while I was at college and spent several years working in hotel restaurants and bars. That gave me plenty of experience looking after guests, but moving to Crowne Plaza Newcastle gave me the chance to learn a different side of the industry.
My manager, Ty, introduced me to meetings and events and showed me how everything works behind the scenes. I already understood hospitality, but this helped me build on that experience and learn what it takes to look after organisers and keep an event running properly.
What do you enjoy most about your role?
The team is the main thing for me. A job’s a job, and there are plenty of hospitality jobs out there, but it’s the people you work with who keep you somewhere.
We’re a close-knit team, from the sales team and managers to those working on the events. We know what’s expected of us, we get the work done and we have a laugh as well.
We’re also trusted to use our judgement. If an organiser needs something and a manager isn’t immediately available, we are trusted to sort it ourselves, and we know the managers will back us.
What gives you the most satisfaction at the end of an event?
Hearing that the organiser was happy. After you’ve worked a full day and put everything into getting the room and the event right, that makes it feel worthwhile.
After one particularly busy event, the organiser came over and shook every team member’s hand to say thank you. Usually, feedback goes to the managers, so for her to take the time to thank each of us personally was a small thing, but it meant a lot.
What are your top tips for delegates visiting Newcastle?
If you want a quieter side of Newcastle, take a walk along the Quayside on Sunday morning when the market is on. Cross over to Gateshead, near The Glasshouse, and you get a brilliant view back towards Newcastle and the Tyne Bridge.
People are often surprised by how close Newcastle is to the coast – there are plenty of beaches to choose from.
There are loads of good local restaurants, too. The scran is banging – and there’s plenty of places to try a sausage roll or a Newcastle Brown Ale. Delegates should see St James’ Park too.
The city itself is stunning, with older buildings alongside the modern parts, but it’s the people who make it. You can ask someone for directions and they’ll genuinely give you their time. That friendliness comes naturally here.
Crowne Plaza Newcastle – Stephenson Quarter has launched a new short film showing how its frontline employees are trusted to use their judgement, respond quickly and find solutions for event organisers.
Moving between the hotel’s kitchen, event spaces, sales office and technical production, the film follows the team as they navigate changing requirements, last-minute requests and the everyday challenges involved in delivering an event.
Rather than focusing solely on the hotel’s physical spaces, the film places its people and service culture at the centre of the story, capturing the small interactions and quick responses that shape the overall experience.
At its heart is what the hotel calls a new “yes mindset”: giving employees the confidence to take responsibility, act without unnecessary delays and find the best possible outcome for the client.
Paul Borg, General Manager of Crowne Plaza Newcastle – Stephenson Quarter, said: “Event plans rarely remain completely unchanged. Timings move, rooms need to be adapted and new requests arise, sometimes while an event is already taking place. What matters is how quickly and positively a venue responds.
“There is a new mindset here at the Crowne Plaza Newcastle; we want our people to feel confident making decisions and doing what they believe is right for the client. That doesn’t mean promising the impossible. It means listening properly, avoiding an automatic ‘no’ and doing everything we can to find a solution.
“Our team understands the hotel, but they also understand the warmth and personality that people associate with Newcastle. We want every organiser and guest to experience that combination of highly personalised service and genuine North East hospitality.”
Through a fast-paced series of interactions, the film shows the team adapting an event space, responding to a technical request, sourcing ingredients and attending to the small but important details that can make an organiser’s life easier.
Watch the film on Crowne Plaza Newcastle’s YouTube Channel.
ENDS
– New podcast series to showcase the personalities behind meetings and events –
8th September 26, UK: The Crowne Plaza Newcastle will launch a new event industry podcast this month, with the hotel looking to underline its commitment to people, from every part of the industry and to share their stories and lived experiences.
Talking People with Paul Borg, hosted by the hotel’s General Manager, will launch its first episode on 16 September, beginning a six-part series of conversations with some of the most well known people in the industry, as well as some secret rising stars.
The podcast brings together leaders, creatives, educators, media and emerging talent to explore the different personalities and skills that make events happen, as well as some of the bigger questions facing the people within the industry.
Guests across the first series include Jo Austin, Sales Director at Lime Venue Portfolio; James Dickson of Event Industry News; Lucy Nicholls, Founder and Creative Director of The PS Events Group; Serkan Uzunogullari from the University of Sunderland; and Crowne Plaza Newcastle’s own Ben Wilson, just starting out in a career in hospitality.
The subjects range from leadership, culture and career progression to creativity, education and the expectations of the next generation. The series also looks at the growing influence of AI and technology and what that means for the human skills, personalities and relationships on which the events industry has traditionally been built.
“We all say we care about people. Of course we do. But I wanted us to do something that demonstrates that commitment rather than just talking about it,” said Paul Borg, General Manager, Crowne Plaza Newcastle. “At the same time, we get to hear stories from some really exceptional people in a relaxed and informative way.”
“This isn’t a podcast telling everyone how great our people are. It’s about being curious about others. What makes someone brilliant in this industry? How do we find and nurture creative talent? What does the next generation expect from us? How do you build a career? And, as technology becomes more influential, which of those very human qualities become even more important?
The launch forms part of a wider change in tone at Crowne Plaza Newcastle, with the hotel also unveiling a new meetings and events film, Your Newcastle. Your Way.
The film captures a new lease of life and a new direction the hotel is enjoying under Paul’s leadership, as well as the pace and personality of the hotel through its people. The film focuses on the everyday behaviours that make a difference to organisers: answering quickly, being flexible, taking ownership and understanding how an event should feel as well as how it should function.
Paul continues, “There is a new energy here and we wanted to find better ways of showing it. The podcast and the film are very different pieces of content, but the thinking behind them is actually very similar. It feels like the right time to be a little more confident about who we are, how we work and what we want Crowne Plaza Newcastle to stand for.”
The first episode of Talking People with Paul Borg will be released on 16 September 2026, with further episodes released as part of the six-part series.
– ends –
After ten years at Crowne Plaza Newcastle – Stephenson Quarter, Club Lounge Supervisor Sally Razack knows that hospitality is about people, connection and making someone feel remembered.
“I don’t know how you remember everyone’s names.”
Of all the feedback Sally has received during her ten years at the hotel, that’s one comment that has stayed with her.
Perhaps because, for Sally, remembering a name isn’t simply a good memory trick. It’s part of what hospitality is all about.
“If you came into the lounge today, one of the first things I would do is ask your name,” she says. “I would maintain that throughout the service, so you wouldn’t feel like you were just another guest or another number.”
As Club Lounge Supervisor, Sally looks after guests in the hotel’s sixth-floor Club Lounge. During a large conference or event that can include organisers and senior members of the group.
“How is the event going? Is everything okay with their room? Are they staying another night? Will the group be bigger tomorrow?”
It’s about getting to know people, treating all your guests as equally important, and anticipating what they may need next.
Ten years and counting
Sally recently celebrated ten years at the hotel, an anniversary she proudly marks with her tenure pin.
Her route into hospitality wasn’t an obvious one. After studying finance and business and working in health and social housing, she left London and moved to Newcastle.
“I wanted a job that gave me satisfaction,” she says. “I wanted to feel like I was actually delivering something.”
That approach has earned some significant recognition. Sally was named Employee of the Year and received the hotel’s Service Award, before going on to win a UK and Ireland-wide IHG award for service, based on guest feedback and reviews.
“The IHG award was the icing on the cake for me,” she says. “It gave me a real boost.”
A view of the city
It may be predictable, Sally laughs, but her favourite place in the hotel is the Club Lounge.
From the sixth floor, the city stretches out below, with the bridges on one side and St James’ Park on the other.
“It’s a lovely conversation starter when guests arrive,” she says.
After 11 years living in Newcastle, Sally believes that ease of conversation extends far beyond the hotel.
“You can strike up a conversation with just about anybody,” she says. “We’re not just a friendly hotel, we’re a friendly city.”
Her advice for event organisers? Make time to explore.
“Everything’s on your doorstep,” she says.
Her insider tip is the historic Castle Keep, around a ten-minute walk from the hotel, where visitors can climb to the top for views across the city.
But for Sally, Newcastle’s real appeal is more personal.
“It’s my home. I’ve made it home,” she says. “There is still that sense of community. I think friendliness and tradition bind that together.”
After ten years of welcoming guests and making Newcastle her own home, Sally’s philosophy remains simple: treat people as individuals, remember who they are and never make anyone feel like just another number.
From a hotel lobby transformed into a mini golf course to the exacting requirements of professional sports teams, meet Nishchal Agir – one of the people working behind the scenes to elevate customer service and event delivery at Crowne Plaza Newcastle – Stephenson Quarter.
A mini Tyne Bridge. The Angel of the North. A golf course running through the hotel lobby.
It’s fair to say this wasn’t an ordinary corporate event.
For Nishchal Agir, Duty Manager and Guest Services Manager at Crowne Plaza Newcastle – Stephenson Quarter, it was one of the hotel’s most memorable events he has worked on.
The large industry conference and awards saw a major UK construction company take over all 251 bedrooms and the hotel’s meeting spaces for two days, transforming the lobby into a mini golf course featuring familiar North East landmarks.
It’s a reminder that events can extend far beyond the traditional conference room – and behind every creative idea is a team working to make it happen.
For Nishchal, that means being involved across the hotel, from reception, food and beverage and meetings and events to guest experience and operations.
“People will say, ‘Nish, we have this issue. Can you help us sort it out?’” he says. “I always try to find a solution.”
Approachable, motivated and, in his own words, “dependable”, Nishchal has been part of the hotel team for three years.
Among the groups regularly welcomed to the hotel are professional sports teams, bringing a very particular set of requirements.
Privacy can be essential, with discreet entrances and carefully planned room allocations. Then there’s the food.
“Some sports teams travel with their own chefs or nutritionists,” Nishchal explains. “They have specific diets they want to follow before and after a game.”
And those requirements vary between football, rugby and cricket teams. “You need to understand what they need and make sure everything is ready.”
For Nishchal, it all comes back to understanding what people need – ideally before they have to ask.
Great service starts before you arrive
Nishchal believes the guest experience begins much earlier than check-in. That might mean finding out that someone would prefer a quieter room, needs to be closer to a lift, or is visiting for a special occasion.
And often, it’s the smallest details that make the biggest difference. “Those little things make people feel genuinely cared about,” he says. “It comes down to preparation and teamwork.”
From India to Newcastle
Nishchal’s own hospitality journey began thousands of miles from Newcastle.
Originally from India, his first job away from home was at a five-star hotel in the UAE at the age of just 19. “It made me realise you can achieve anything you want in life,” he says.
In 2019, Nishchal moved to Newcastle to study for a master’s degree at Northumbria University. “The first couple of months were about getting to know the slang and the culture,” he laughs.
And Newcastle quickly won him over. “After that, Newcastle draws you in and you fall in love with it. This is where I belong now.”
And what made the city feel like home? “The people. Definitely the people,” he says. “It’s the Geordie love, the humour and the pride people have in Newcastle. There’s a little spark here that pulls you in.”
For Nishchal, hospitality is ultimately about people – whether that means helping to transform a hotel for a major event, understanding the precise requirements of a professional sports team or simply noticing when someone needs help.
Because great service isn’t always about the grand gesture. Sometimes, it’s about getting the smallest details right before anyone even has to ask.
Newcastle’s growing profile as a host destination is helping to attract the attention of corporate event organisers, according to Crowne Plaza Newcastle – Stephenson Quarter, as a wider regional renaissance sees planners increasingly looking beyond London and traditional conference destinations.
Last year, Newcastle and Gateshead welcomed 17.5 million visitors to the city – a 2.8% increase from 2024, with major events and conferences playing a leading role in the year-on-year growth.
Newcastle continues to strengthen its position as a destination for major events, with the city preparing to host five UEFA EURO 2028 matches and welcoming the return of the Mercury Prize in October 2026, following its historic debut as the first host city outside London. Newcastle also welcomed the MOBO Awards for the first time last year, with Crowne Plaza Newcastle serving as a key event hub during the accompanying MOBO Fringe Festival.
Crowne Plaza Newcastle has experienced this growing interest first-hand, reporting a 36.1% increase in new enquiries, a 10.6% increase in confirmed business, and an overall 9.1% increase in its total sales pipeline over the past year.
Together, these developments are helping to raise Newcastle’s profile among event organisers and reinforcing its credentials as a destination capable of delivering major events on a national and international scale.
Regionally, the North East Mayoral Strategic Authority has recognised the strategic importance of major events and the visitor economy as a key driver for economic growth.
North East Mayor Kim McGuinness has backed ambitions to double the value of the visitor economy with £7 million of new investment for Experience North East England. The new regional marketing lead for the visitor economy will inspire and attract even more visitors to North East England by promoting the region’s offer in domestic and global markets.
This includes a new regional remit for NewcastleGateshead Convention Bureau, which works with local businesses, such as Crowne Plaza, to attract conferences, meetings, and events to the region.
For many in the meetings and events sector, the trend reflects a broader shift in how destinations are being evaluated. Rising costs, changing delegate expectations, and a growing focus on destination experience are prompting organisers to look beyond traditional conference hubs. As a result, regional cities with strong infrastructure, distinctive identities, and compelling delegate experiences are increasingly competing for events that may once have defaulted to more established destinations.
Luke Balcombe, Director of Commercial at Crowne Plaza Newcastle, believes Newcastle is benefiting from this shift.
“What’s particularly striking is the variety of events choosing Newcastle,” said Balcombe. “These events are introducing new audiences to the city and demonstrating its ability to deliver events on a major scale.
“For the business events sector, visibility matters. When organisers see high-profile events choosing Newcastle and then returning, it builds confidence in the destination. We’re also seeing growing interest from organisers who may not previously have considered Newcastle for meetings and conferences. Major events help raise awareness, but they also encourage people to take a fresh look at what the city can offer.”
“The question is no longer whether Newcastle can host major events,” he added. “Recent years have answered that. The opportunity now is to build on that momentum and ensure Newcastle is part of the conversation whenever organisers are considering where to host their next event.”
19 May 2026, Newcastle, UK: Crowne Plaza Newcastle has unveiled a renewed vision for its meetings, events and hospitality offering, centred around faster decision making, empowered teams, local partnerships and more personalised delegate experiences, as organisers increasingly look for greater flexibility and creativity from venues.
Located in Newcastle’s Stephenson Quarter, the hotel offers nine modern meeting spaces and 251 bedrooms, serving corporate meetings, conferences and social events across the region.
The hotel says the shift reflects what today’s event organisers, businesses and guests are increasingly looking for from venues: greater flexibility, faster response times, more creativity, and experiences that feel connected to both people and place.
For General Manager Paul Borg, the direction is rooted as much in Newcastle’s character as it is in changing industry expectations. “People want personality,” said Paul. “They want venues that feel responsive, collaborative and genuinely invested in what they’re trying to achieve. Whether it’s an organiser, a business traveller, or someone joining us for dinner, people remember how you make them feel.”
The renewed approach is already shaping the way the hotel operates across departments. The hotel’s meetings and events team currently handles more than 1,000 enquiries annually, with an average response time of 48 minutes — significantly ahead of wider industry benchmarks.
The hotel says the approach is designed to reduce friction for organisers, with quicker approvals, more collaborative planning and greater flexibility in shaping delegate experiences..
Alongside faster response times, the hotel is placing greater emphasis on local sourcing and regional partnerships, from Northeast-based food and drink suppliers through to specialist event and production partners. The aim is to create experiences that feel more connected to the city and region, while giving organisers greater flexibility and access to local expertise.
The approach also builds on the hotel’s people-first culture, with cross-trained teams encouraged to work collaboratively across departments, helping create a more agile and responsive environment for clients and guests alike.
Paul added: “We speak to event organisers every day and the themes are consistent. They’re looking for creativity, confidence, quicker decisions, flexibility, and teams that are empowered to actually make things happen. That’s exactly the environment we’re building here.
“For us, this is about getting back to the roots of great hospitality. Brilliant people, local character, quality experiences, and a genuine willingness to say yes.”
Paul believes the combination of empowered teams and local identity is becoming increasingly important within the events sector. “Events have become more human. Organisers still expect operational excellence, but they also want warmth, ideas, energy and authenticity.
“Newcastle has a huge amount to offer — creativity, hospitality, brilliant local suppliers and fantastic experiences — and we want working with the hotel to reflect that from start to finish.”
The hotel says the renewed vision will continue to shape future investment in technology, team development, partnerships, wellbeing initiatives and guest experiences over the coming months.
To find out more about hosting your next meeting, conference, corporate event or special occasion at Crowne Plaza Newcastle, get in touch with the team today. Whether you’re planning a small board meeting, a large-scale conference or a bespoke event, our experienced team is on hand to help bring your vision to life. Visit our Contact Us page to start the conversation and discover how we can create an event experience tailored to your needs.
It’s a throwaway comment from Katie Gallagher, Sales Executive at Crowne Plaza Newcastle — but it neatly sums up where the events industry is heading.
“People want experiences,” she says. “They want entertainment. They want fun.”
And increasingly, event planners want venues and event teams who understand that audiences need more than just content. They want connection, personality and experiences people actually remember.
For Katie, that starts long before delegates arrive.
“People don’t always remember the little operational things,” she says. “But they remember the person. They remember how you made them feel.”
It’s a mindset that’s helping Katie quickly establish herself as one of the industry’s emerging talents — recently picking up Silver Rising Star at the Meetings Industry Association awards and securing a place on The Tomorrow’s Talent programme with The Meetings Show.
Spend five minutes chatting to her and what comes across immediately is warmth, honesty and proper Geordie energy.
“I just genuinely love people,” she laughs. “I love getting to know clients, having a chat, finding out what they’re into. I’m basically just a gossip.”
That people-first approach says a lot about both Katie and Newcastle’s growing reputation as a meetings destination.
“Once people get to Newcastle, they get it.”
For Katie, the city’s rise in the business events world comes down to something simple: the people.
“Everyone always says how friendly Newcastle is once they visit,” she says. “People are approachable here. It feels welcoming.”
With growing investment, an expanding hospitality scene, and major events such as the MOBO Awards and the UEFA EUROs coming to the region, Newcastle is attracting more association conferences and corporate events than ever before.
With association events her core focus, Katie reflects on a recent standout medical conference hosted at the hotel, where immersive performers and live drama were woven throughout the event experience.
“There were actors performing in the lobby and loads of creative touches,” Katie says. “It was really different, but it worked because it reflected the organiser’s personality.”
“Every client is different, every event is different, and there’s so much teamwork involved.”
For Katie, that’s where great events happen — when organisers feel listened to and supported to bring bigger ideas to life.
“Clients want to feel valued now,” she says. “Not just like another number through the door.”
A people business
As for what excites her most about the industry, Katie points straight back to Newcastle itself.
“There’s so much happening here now,” she says. “More events, more investment, more opportunities. I’d love to keep helping put Newcastle on the map.”
And after speaking to her, it’s easy to see why Newcastle’s events industry is gaining momentum.
Because venues matter. Logistics matter. Production matters. Yet ultimately, events are still a people business.
Association event organisers are under increasing pressure to deliver more value, stronger engagement and clearer ROI — and new research from Crowne Plaza Newcastle highlights exactly where priorities are shifting.
At this year’s ABPCO Festival of Learning, we surveyed association professionals and PCOs to understand the biggest challenges and opportunities shaping event delivery in 2026.
67% said rising delivery costs are the biggest pressure facing events today
44% cited driving attendance and engagement as a key challenge
33% said demonstrating value to members remains a major priority
Looking ahead, organisers are increasingly focused on measurable outcomes:
56% said stronger member engagement will define success in 2026
44% highlighted clearer commercial return as a top objective
Networking continues to top the list, with:
67% identifying networking opportunities as the most impactful part of an event
56% highlighting the importance of strong content and speakers
Respondents also said they want events to deliver more practical outcomes, better value for money and smoother, more intuitive delegate experiences.
As expectations evolve, venues have an increasingly important role to play — not just in providing space, but in helping organisers create events that feel purposeful, seamless and commercially effective.
Hayley Woodman, Sales Manager at Crowne Plaza Newcastle, said:
“Across the sector, there is a clear shift towards proving impact as well as delivering experience. The challenge for organisers is balancing rising costs with the need to create events that feel valuable, purposeful and easy to engage with.”
“We are seeing first-hand how expectations are evolving, and it’s important that venues stay closely aligned to that – not just in terms of space, but in how we support outcomes.”
If you’d like to discuss how Crowne Plaza Newcastle can support your next association event, get in touch with our team.
Contact us to start planning
Client: Northumbrian Water Group
Interviewee: Jennie Collingwood, Head of Corporate Affairs
Event Type: Senior Leadership Conference + smaller meetings and sub-team sessions
Delegates: 150–170
Northumbrian Water Group (NWG) runs a range of internal events across the year, bringing together leaders from its operations in the North East, Essex, and Suffolk. Its largest annual event — the Senior Leadership Conference — gathers around 170 senior colleagues for strategy updates, best-practice sessions, and guest speakers.
When the organisation hosts its conference in the North East, it often heads for Crowne Plaza Newcastle – Stephenson Quarter, a spot they’ve come back to time and again for everything from big leadership gatherings to smaller meetings and board sessions. It’s the kind of place that feels welcoming, modern, and ready to make things run smoothly.
Jennie highlights that, while part of the global Crowne Plaza network, the Newcastle property has its own character with Geordie warmth, plus a diverse team of local and international staff who love the city.
“It feels rooted in the place, not like a copy-and-paste hotel,” says Jennie.
As someone involved in regional tourism organisations, she also notes that Newcastle’s reputation has shifted significantly in recent years. The city regularly hosts cultural, sporting, and business events, and NWG’s conferences often benefit from the wider activity in the city.
Jennie notes that the hotel’s connection to the local community — and NWG’s own sustainability work with them, such as water-efficiency audits — helps the events feel grounded in local partnership rather than detached corporate activity.
As a regulated organisation, NWG is mindful of how its event spending is perceived by customers. “The venue we use must provide the facilities, accessibility, and high-quality needed to host senior leaders and large groups, while reflecting the organisation’s professional standards and operational responsibility.”
Jennie adds: “We need venues that are fit for purpose while ensuring we’re making responsible choices with our resources.”
NWG places a high value on trust and familiarity when running large events. The conference brings together senior leaders whose diaries are difficult to align, so flexibility around provisional dates is essential, too.
“Getting 170 leaders in one place isn’t straightforward. The Crowne Plaza Newcastle team has always been helpful with holding dates and being patient while we align diaries.”
Jennie also notes occasions where operational issues have arisen during events — a normal reality for a utility provider — and the hotel has quickly offered private spaces for urgent calls or ministerial conversations.
“It’s the kind of thing you can’t plan for, and they’ve stepped in to make it work.”
NWG’s delegates travel from across the UK, and occasionally internationally via the Group’s headquarters in Hong Kong. Easy access to Newcastle Central Station and proximity to the airport are significant factors.
“Colleagues can step off the train and be at the hotel within minutes. For people travelling long distances, that really helps.”
— Jennie Collingwood
Newcastle has relatively few venues that can comfortably host more than 150 attendees with suitable breakout rooms, so the hotel’s meeting capacity also plays a role in the decision.
The organisation adapts different parts of the hotel depending on the event size:
The mezzanine level is used frequently, offering an informal but still professional environment where people can work or take calls.
NWG often incorporates additional activities around the main leadership sessions. These have included:
Delegates also frequently extend their stay to meet colleagues or spend time exploring the city.
For Northumbrian Water Group, Crowne Plaza Newcastle isn’t just a venue — it’s a partner in getting things done, with a wee bit of Geordie warmth along the way.
