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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