Crowne Plaza Newcastle Sets a New Benchmark for Deaf-Inclusive Meetings and Events

As accessibility moves higher up the agenda for event organisers, Crowne Plaza Newcastle is emerging as a rare example of a UK meetings hotel designed to support deaf and hard-of-hearing delegates in a practical, operational way – not just through policy, but in live event delivery.

The hotel has quietly built an infrastructure that supports deaf-inclusive meetings, including hearing loops across the property, vibrating pillows linked to fire alarm systems, and detailed, up-to-date risk assessments tailored specifically for events involving deaf guests. These measures are increasingly relevant as organisers look to host more inclusive conferences, training programmes, and association meetings.

The hotel’s approach was recently tested during a large-scale booking for deaf delegates travelling from Hull Deaf Centre – a booking that required bespoke planning well beyond standard procedures.

To meet the group’s needs, the hotel implemented a clear evacuation plan, assigning fire marshals to each floor who were briefed to enter guest rooms if an alarm sounded. Every deaf delegate was informed of the procedure in advance – an approach that reflects a deeper understanding of risk management for accessible events.

Gail Herring of Travel Counsellors, who organised the group and is a British Sign Language (BSL) user herself, said: “By making each deaf person aware of the plan, it gave everyone confidence. The hotel also arranged an online meeting in advance to carry out a detailed risk assessment in case the fire alarm was activated. The team ensured everything was in place to welcome the group and meet their safety needs.”

Luke Balcombe, Director of Sales & Marketing at Crowne Plaza Newcastle, added: “Accessibility has to be built into the planning process, not added at the end. For meetings and events, that means understanding who is in the room and adapting procedures accordingly – from communication and safety briefings to how we manage risk in real time. Working closely with our clients allows us to deliver events that are both inclusive and operationally sound.”

Beyond operational accessibility, Crowne Plaza Newcastle has also achieved Green Key certification, an internationally recognised sustainability audit that remains relatively rare among UK meeting hotels. For organisers, this combination of environmental accreditation and accessible event delivery reflects a broader shift in how venues are being assessed – where inclusion, safety, and sustainability are increasingly interlinked.

For meetings and events professionals, the case highlights an often-overlooked aspect of venue selection: how well a hotel can adapt its procedures for delegates with specific communication and safety needs. As more organisers seek to deliver genuinely inclusive events, Crowne Plaza Newcastle’s approach offers a practical model rooted in preparation, consultation, and on-site execution.

How Crowne Plaza Newcastle has become the go-to home for the North East’s construction industry events.

In a sector where events play a crucial role in bringing professionals together, the ability to grow in size, impact, and reputation is everything. And for two of the region’s most active built-environment organisations, NAWIC North East and Constructing Excellence in the North East (CENE), that growth has been fuelled in no small part by their partnership with Crowne Plaza Newcastle.

Few people have witnessed this firsthand more than Catriona Lingwood, Chief Executive of CENE and Events Coordinator for NAWIC North East, who oversees some of the most recognised events in the regional construction calendar.

“Choosing the right venue is critical,” Catriona says. “Our events rely on seamless delivery, a welcoming atmosphere, and a team that understands what we’re trying to achieve. That’s why Crowne Plaza Newcastle has become our trusted partner.”

A Venue That Helps Events Scale

When NAWIC North East first brought its annual Ball to Crowne Plaza Newcastle, around 150 people attended. Today, the gathering welcomes 250 guests, making it one of the highlights of the region’s construction calendar.

“The NAWIC Ball has doubled in size,” Catriona explains. “Our events have grown because of the hotel. The service is so good — it really makes a difference.”

And the growth shows up in unexpected ways. At the most recent Ball, a guest approached Catriona at the end of the evening to say they wanted to sponsor the following year. “I thought it was just the excitement of the night talking,” she says, “but they emailed on the Sunday confirming it. That’s the impact of a well-run event.”

Fueling Growth Across the Region’s Construction Calendar

Crowne Plaza Newcastle hosts a substantial part of the North East’s built-environment events — from glamorous gala evenings to high-level industry meetings.

For NAWIC North East, the hotel also hosts a range of seminars that support women across the construction sector. For CENE, Crowne Plaza Newcastle is the home of their First Friday Networking series, their AGM, the All In Inclusion Conference, as well as seminars, workshops, development sessions, and their Awards Launch. The result is a venue deeply embedded in the rhythm of the construction industry, able to support everything from leadership conferences to intimate professional gatherings and high-energy sector-wide celebrations.

Catriona adds: “What makes the hotel stand out is that they understand the nature of our events — they get who we are, they get our industry. That makes a huge difference.”

“I also love the Stevenson Suite,” Catriona says. “The oval shape gives it a warm feel even though it’s a large room. It photographs beautifully — especially for our Ball with all the décor. It always looks stunning.”

Beyond aesthetics, location is another factor in the event’s success. “Being right next to Central Station, close to the Metro and surrounded by car parks is a massive advantage,” she explains. “We’ve had chief executives, international colleagues, and speakers stay there before events. It’s so convenient — and that convenience helps attendance grow.”

People-First

More than anything, Catriona attributes the growth of NAWIC and CENE’s events to the people behind the venue.

“We keep going back because of the team,” she says simply. “They make things workable. They advise on everything from menus and formats to timings. They go the extra mile – they’re proper partners.”

As organisations without huge in-house events departments, NAWIC and CENE depend on a venue that can function as an extension of their own teams. “It’s those little touches,” she adds. “You feel welcomed and looked after the moment you walk in.”

This trust allows her teams to focus on content, community-building, and creating memorable experiences — confident that the operational delivery will be flawless.

A Venue That Helps Events Become More Than Events

As the construction industry continues to evolve, the need for high-quality, high-impact events grows with it. With Crowne Plaza Newcastle, NAWIC North East, and CENE have found not just a venue, but a partner invested in their success.

“For us, it’s simple,” Catriona says. “Crowne Plaza Newcastle isn’t just where we hold our events. They help us grow them.”

Crowne Plaza Newcastle Strengthens Local Partnerships to Create Career Pathways in Events and Hospitality

Collaboration with North East universities and colleges builds a diverse, international workforce and enhances event delivery.

Crowne Plaza Newcastle has announced partnerships with leading North East education institutions, to create clear career pathways for students pursuing futures in events, hospitality, and tourism.

The initiative is designed to nurture the next generation of event professionals, offering both international and UK students hands-on experience in one of Newcastle’s busiest hotels and conference venues. It also reinforces the hotel’s position as a people-first business with deep community ties and a diverse, international workforce.

The partnerships include placements, guest lectures and speaking engagements, school visits, advisory board involvement, and mentoring through the North East Hotels Association Mentoring Scheme.

Kelly Johnson, People and Culture Manager at Crowne Plaza Newcastle, said: “Newcastle has an incredible talent pool — from students who’ve grown up in the region to international learners bringing fresh perspectives and skills. By building partnerships with local universities, we’re helping to open doors for those future professionals while helping us to find the best emerging talent in the region to bring local warmth and international energy to our service.”

The hotel’s diverse team now includes employees from across the world who have chosen to live, study, and work in the North East. This international mix, combined with a foundation of Geordie hospitality, gives Crowne Plaza Newcastle’s meetings and events a distinctive edge: local knowledge, delivered with global understanding.

“For event organisers, this translates to service that feels both personal and worldly,” said Luke Balcombe, Director of Sales & Marketing, Crowne Plaza Newcastle. “Our teams know the city, its people, and its culture — but they also understand the needs of international delegates and clients. It’s that blend that sets us apart as a venue partner.”

Kelly Johnson also serves on the advisory board for Newcastle College, and Paul Borg, the hotel’s General Manager, supports the CertHE Hospitality Management course at New Durham College. Other institutions involved include the University of Sunderland, Walker Riverside Academy through the Hospitality Connect project, and Astley Community High School.

Emma Iley, Head of Business and Service Industries, at Gateshead College, added: “We’re passionate about showing students that hospitality and events can offer a lifelong, rewarding career. Our collaboration with Crowne Plaza Newcastle is vital to help students build the skills, confidence, and experience they need.”

Located on Newcastle’s historic Quayside, Crowne Plaza Newcastle – Stephenson Quarter is a leading events destination, with flexible meeting spaces, award-winning catering, and a strong focus on people and partnerships.

1000 Enquiries; 48 Minutes Each: Why Speed and Accuracy is Never a Compromise

Fast, accurate, and human. That’s how our meetings and events team at Crowne Plaza Newcastle operates. Every year, we respond to over 1,000 event enquiries, and our average reply time is just 48 minutes. For an industry where planners often wait hours, sometimes days, for accurate answers, it’s a couple of stats we’re really proud of.

But how do we do it? And why event planners should be confident that speed and accuracy are never a compromise.

 1. People, Not Process

We really believe that everything starts and finishes with people. Every person in our meetings and events department, from coordinators to sales managers, is trained to understand what matters most to planners. They know availability, layout, and budget are the first questions that need answering, so they’re empowered to respond quickly and confidently.

According to Cvent’s 2024 Planner Sourcing Report, 68% of planners say venue responsiveness directly influences booking decisions. Meanwhile, EventMB’s Venue Experience Study (2023) found that more than half of organisers abandon a venue search if they don’t hear back within 24 hours.

We don’t need to promise speed; it starts with a basic desire to be of assistance and to be helpful. We’ve found this approach incredibly rewarding and it actually sits at the centre of many of our longest relationships with planners. It’s an approach that comes from empathy and understanding; before long, those response times start dropping.

2. Knowledge Is Everything

Our teams train continuously, not just on hospitality but on the specifics of our venue. They know every meeting room configuration, every AV option, and every food and beverage package. That’s why our responses aren’t just fast, they’re accurate to the decimal point.

Research backs this up: Meeting Professionals International (MPI) found that “accuracy of initial information” is one of the top three factors determining planner satisfaction (MPI Meetings Outlook, 2024). A quick answer that’s wrong only causes more work later. That’s why we’ve built a culture where getting it right comes before getting it out.

3. Technology Helps, But Doesn’t Lead

We’re really proud of our tech here at the Crown Plaza Newcastle. We’re developing it in a way that really delivers from booking to end-of-event feedback, and that empowers us, as a team, even more.

It means we use smart enquiry-management tools, integrated CRM systems, and templates that pull in up-to-date pricing and availability. But those tools only work because our people keep them accurate. Technology gives us structure; humans give it speed.

Skift’s Meetings report (2024) on venue tech adoption noted that “the fastest-responding venues aren’t always the most automated, they’re the most empowered.” We like to think that we’re a part of that.

4. Collaboration Is the Secret Ingredient

Our 48-minute super stat isn’t achieved in isolation. Sales, operations, and front-of-house all talk, constantly. When a request comes in, everyone who needs to know, knows. Our shared systems mean no double-handling and no waiting for someone else to confirm details.

It may be the Geordie spirit, but we like to chat, we’re always talking, which means we’re always getting information, it remains relevant, up to date, and at our fingertips.

According to The Meetings Industry Association’s (mia) 2024 Insights Report, venues with cross-department communication policies see 35% faster enquiry responses on average.

4. We Think Like Planners

Perhaps most importantly, we understand what it feels like to be on the other side. When you’re managing multiple venues, budgets, and client expectations, every unanswered email adds stress. Many planners have told us that slow responses don’t just frustrate them, they anger them.

That’s why we’ve built our service model around empathy as much as efficiency. Our goal is simple: to make planners’ jobs easier, and to give them the confidence that when they contact Crowne Plaza Newcastle, they’ll have what they need, fast, clear, and correct.

5. 48 Minutes, Backed by Intention

It might sound like a small thing, having a 48-minute average response time, but in the fast-paced world of events, it’s the start of something bigger. It builds confidence, opens conversations, and keeps projects moving.

We’re super proud that our turnaround time is so consistent, but prouder still that it’s achieved by people who get it. People who know that great events start long before the doors open, they start with that very first, fast, accurate reply.

Sources:

• Cvent, 2024 Planner Sourcing Report
• EventMB, The Venue Experience Study, 2023
• MPI, Meetings Outlook, 2024
• Skift Meetings, Venue Tech Adoption Report, 2024
• Meetings Industry Association (UK), Insights Report, 2024
• PCMA Foundation, Planner Pain Points Survey, 2023

Crowne Plaza Newcastle Puts People at the Heart of Every Event with Dedicated Event Coordinators

21^st October 2025, Newcastle, UK: The Crowne Plaza Newcastle is reporting on the impact of its decision to develop a division of dedicated Event Coordinators who now support every meeting, conference, and celebration, a move that has transformed its customer experience and set a new standard in personalised event delivery.

Each event at the hotel is now guided from initial enquiry to final farewell by an experienced Event Coordinator, a trusted partner who understands the client’s goals, communicates their vision across teams, and remains a constant point of contact throughout the process. The result is smoother planning, greater confidence, and stronger, longer-lasting relationships between organisers and the hotel.

“Event planning is demanding; there are deadlines, details, and a hundred moving parts,” commented Paul Borg, General Manager, Crowne Plaza Newcastle. “What organisers tell us they want most is a calm, capable person who knows their event inside out, someone who is there when they need them and who genuinely cares about the outcome. That’s exactly what our Event Coordinators provide. It’s the difference between delivering an event and creating a special experience.”

Since introducing the initiative, the hotel has seen a significant rise in satisfaction scores among both corporate and association clients. Event organisers have praised the coordinators’ professionalism, responsiveness, and personal investment in their success. The approach has also allowed the wider hotel team, from banqueting to front of house, to work more closely and intuitively around each event’s specific needs.

Each Event Coordinator undergoes comprehensive training in the “Crowne Plaza Newcastle Way”, a training and development programme that combines industry best practice with the hotel’s trademark warmth and attention to detail. This focus on service and local personality has become a hallmark of the hotel’s success, powered by a team drawn from across the Northeast who bring the city’s trademark friendliness and pride to every event.

“People are what make this hotel special,” added Borg. “Our Event Coordinators are not just operationally brilliant, they embody the Geordie spirit, regardless of where around the world they come from! Strange things are happening, our team are being invited to Birthday Parties, they’re going out socially with their clients. It means so much, and just goes to show that these relationships, forged under the pressure of an event, really mean something.”

People-First: A Conversation with Kelly Johnson, People & Culture Manager at Crowne Plaza Newcastle

When event planners choose a venue, they’re not just booking a space — they’re trusting the team behind it to deliver flawless experiences.

At Crowne Plaza Newcastle, the team’s culture is central to how events are run. We sat down with Kelly Johnson, People & Culture Manager, to find out how the hotel has transformed its workplace culture, and why that matters for meetings and events.

Q: How would you describe the workplace culture at Crowne Plaza Newcastle?

Kelly: The shift we’ve made is putting people first – and we work on it every day. In every meeting — even with our owners — we discuss the people side of things before we delve into numbers.

I spend a good chunk of my day walking the floor — checking in, saying hello, asking how people are doing, and encouraging managers to do the same. It’s not just about shifts and rotas — it’s about checking in with each other as human beings.

We’ve also put a lot of effort into activities that support wellbeing — free Pilates, financial advice sessions, and mental health workshops. And then little touches that just make it a nicer place to work — challenges, social events, fun things throughout the year.

People feel more listened to and supported, and morale is stronger. It’s about creating a workplace that’s fun, supportive, and inclusive – and not just a workplace, but a place people enjoy being.

Q: What difference does this culture make to meetings and events?

Kelly: Huge difference. When staff feel valued, they put more into the guest experience. Even on a tough day, a thank-you or a little perk can give someone the motivation to keep going. That positivity filters through to clients and delegates — and makes the atmosphere at events more welcoming and polished.

We’ve also built a culture of cross-training. If the events team is under pressure, staff from other departments step in to help. It means no one feels isolated, and clients see a team that works seamlessly together.

A team that understands every part of hotel operations is more agile, adaptable, and able to anticipate client needs during complex events.

Q: Many employees have been with the hotel since it opened ten years ago, and turnover rates are hovering around 15% for this year. How have you achieved such a low turnover?

Kelly: Reduced turnover means more experienced staff, higher standards, and fewer surprises for planners — creating a stable, reliable partnership. For me, the key is showing people they’ve got a future here. We talk a lot about career goals and open up opportunities across departments. If someone’s studying social media at uni but working part-time in our restaurant, we’ll give them time with the marketing team so they can build those skills.

We also host things like chef-led menu tastings or wine workshops, which bring the whole team together, let people learn, and make it fun.

And we’re open about our own career journeys too — managers share how they got to where they are, whether that’s through qualifications, hard graft, or moving between departments.

We prefer to promote from within, but even if the next step isn’t here, we want people to leave with skills and experience that take them forward. That approach has improved retention — people see a future in hospitality, not just a job.

Investment in learning and skills ensures event planners get to work with confident, knowledgeable staff who can problem-solve and add value beyond the basics.

Q: How do you recognise and reward staff?

Kelly: We use a platform called Mo — a bit like a social feed for employees. If a client praises an event, this can be shared so every staff member involved sees that recognition, and managers can send vouchers as rewards.

It’s immediate, visible, and reaches the whole team, not just managers or supervisors. That’s hugely motivating — and it shows in our Venue Verdict scores and TripAdvisor ratings, which have climbed as a result.

We also keep it fun — from sharing silly photos to offering surprise treats like ice lollies on a hot day. Those things matter just as much as the formal recognition because they build that sense of community.

Q: What’s your key takeaway for event planners and agencies?

Kelly: The culture of a venue shapes the experience your clients get. When staff feel listened to, supported, and valued, it shows in the service. We’re proving that putting people first doesn’t just make us a better place to work — it makes us a great place to host events.

A Decade of Events, Guests & Geordie Warmth

Crowne Plaza Newcastle is turning 10 – and what a decade it’s been. Since 2015, we’ve welcomed over a million guests, played host to everything from board meetings to glittering charity balls, and become part of Newcastle’s story as one of the UK’s most vibrant business events cities. Not bad for our first ten years, eh?

A Trusted Place for Conferences & Events

Since opening our doors in 2015, the hotel has become a trusted partner for event organisers from across the UK and beyond.

From blue-chip companies like BP, one of the hotel’s earliest clients, to long-standing partnerships with organisations such as Constructing Excellence in the North East, we’ve built lasting relationships with businesses and associations who return year after year.

But it’s not just about big business.

Some of our proudest moments have been welcoming local charities and community groups – like the Children’s Heart Unit Fund’s Christmas Party or the Children North East Charity Ball. Many of these events have returned year after year, proving that when you mix a great venue with Geordie hospitality, people come back for more.

At the Heart of Newcastle’s Story

For General Manager Paul Borg, this anniversary is about more than just the hotel: “This anniversary isn’t just about us as a hotel, it’s about Newcastle and the many people who have helped make this city such a draw for conferences and meetings. We see ourselves as part of the city’s welcome and its community.

“We host large national and international events, but we also love to support local communities and charities. It means something to everyone here, and everyone connected to the hotel.”

That’s the truth of it. We’re more than four walls and a good view of the Tyne (though we’ve got that too). We’ve been a gateway to the city – a place where delegates discover Newcastle’s warmth, culture and character, all under one roof.

Part of the City’s Story

We’re not the only ones who think so. Our friends at Newcastle Gateshead Initiative, who shout about the city far and wide, see us as a big part of the region’s success:

“The Crowne Plaza Newcastle continues to be an integral part of the city’s meetings and events offer,” said Laura Freer, Assistant Director of Visitor Economy at Newcastle Gateshead Initiative. “For the past 10 years, it has welcomed delegates from across the UK and beyond with a winning mixture of warmth and professionalism.

“Our partnership with the hotel is a strong one, and one that recognises the importance of the business events sector as a key driver in the growth of our visitor economy.”

Looking Ahead

So, what’s next? Ten years on, we’re still Newcastle’s go-to meetings hotel – but we’re not standing still. We’ve got a renewed focus on event organisers, a passion for our city, and an ambition to keep connecting people, place and purpose through meetings and events.

Here’s to the next ten years of warm welcomes, unforgettable events, and maybe even another million guests through our doors. The kettle’s always on.

Newcastle Upon Tyne –  The Perfect Destination for Your Next Corporate Event

Newcastle Upon Tyne is known for a lot of things; top tier football, one of the best nightlife scenes in the country and our famous Geordie hospitality to name a few. What you may not know is that Newcastle is fast becoming a top choice for those looking to host corporate events in the UK. Newcastle boasts excellent transport links and a buzzing business sector. The city offers everything you need to put on a seamless meeting or conference in Newcastle City Centre.

So, Why Choose Newcastle?

Newcastle is a fantastic choice for corporate events, offering world-class venues, excellent transport links and plenty of opportunities for networking and team-building. Whether you’re hosting a conference, business meeting, or team trip, this dynamic city delivers a memorable experience for all attendees.

Thinking of hosting your next corporate event in Newcastle? Get in touch with our event team today and start planning.

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