Salt Lake might be surrounded by majestic snow-capped mountains, but warmth is what delegates from around the globe feel when they come here. The city has earned its reputation for unrivaled customer service and hospitality - especially after it rolled out the welcome mat for the 2002 Winter Olympics.

"The core of our mission is to provide outstanding customer service, to deliver on what we have promised," said Scott Beck, president and CEO of the Salt Lake Convention & Visitors Bureau. That level of service struck Keith Schlesinger, director of meetings and conventions for the American Society of Agronomy, even before he brought his group here in 2005. "Service is the deciding factor for our groups [which include the Crop Science Society of America and the Soil Science Society of America]. When we visited Salt Lake, we saw the service ethic up close," he said. "On a site visit, I always try to see how the staff reacts to the convention that is 'in house.' At every turn, I noticed people saying, 'What can I do to make your stay better?' The customer service from every angle of the Salt Lake hospitality community is phenomenal."

Along with that service, Salt Lake's hallmarks are affordability, accessibility, and a wide variety of amenities. "We had a lot of positive feedback from our attendees. They truly enjoyed the city and the fact that it is so close to outdoor activities and the national parks," said Jan Ansbro, corporate vice president, New York Life Insurance Company (NYLIC), who booked NYLIC's 3,200-attendee Executive Council Meeting in Salt Lake in September 2005. "The destination met our needs for a 45,000-square-foot ballroom and nearby, affordable hotels," she continued.

For Sandra Sumner, event management director for the American Alliance for Health, Physical Education, Recreation and Dance (AAHPERD), whose attendees are obviously "very much interested in outdoor sports," Salt Lake fit the bill. "It has a great mixture of outdoor adventuring, along with many shopping, sightseeing, and cultural possibilities," Sumner said. "Salt Lake also has a dynamic nightlife, with many bars and lounges." Beck added, "Here, metropolitan amenities meet the mountains."

Bill Boyd, 2006-2007 president of Rotary International (RI), the world's first service organization, advocated holding RI's 2007 international convention in Salt Lake because he was impressed by the strong local volunteer efforts, as well as the city's cleanliness and safety. "I just get the impression that this is a city with very strong community spirit," he said. (See sidebar on page 110 for more on the RI Convention.)

Salt Palace Convention Center
The Salt Palace Convention Center offers 515,000 gross square feet of contiguous exhibition space, divisible into six halls, and 160,000 square feet of meeting space. "There are few second-tier cities that can offer this kind of space," noted Allyson Jackson, general manager of the Salt Palace. "At the same time, the configuration of the convention center allows us to host multiple groups, so that one does not interfere with the other. Exhibit halls can be matched to meeting rooms that are close by," she added. For example, halls 1-6 can be matched with three levels of meeting space, totaling more than 72,000 square feet. There are multiple entrances and spacious registration foyers for ease of attendee flow.

With a silver-level LEED green building certification, green practices are top of mind at the center. All trash and food waste go to transition stations for recycling or landfill, and large sort bins for trash, paper, and cans are found throughout the building.

"Food needs to be an integral part of the success of any convention," said Robert "Sully" Sullivan, owner of Utah Food Services, the exclusive caterer at the Salt Palace. "Tell us your budget and what your attendees like to eat, and we will work with you. We emphasize service, presentation, and fresh food. We don't use hot boxes. Our food is plated just before it is served," he added. Planners notice. "Utah Foods is one of the top five caterers with which I have worked in a convention center. The taste, presentation, and price are all outstanding," Schlesinger said.

Hotels
Salt Lake offers more than 7,000 hotel sleeping rooms in the convention district - 6,400 of which are within walking distance of the Salt Palace - and 17,000 in all of Salt Lake County. The convention hotels and the Salt Palace are connected by the TRAX light-rail system, which offers a Free Fare Zone in the convention district and also connects to the University of Utah and the South Valley.

Shari Wilson, CMP, RI's associate manager, international meetings, said, "The hotel location pattern was perhaps the most convenient I have worked with in 20 years. Our attendees who stayed in the city (we also used suburban accommodations) took the light rail or walked from their hotels. It was like a campus. Our attendees met fellow Rotarians on every street corner. Many told us that the close proximity of the convention center to the hotels, and the ease of going back and forth, were key to their decision to attend." Here's a sampling of Salt Lake hotels:

Marriott Salt Lake City Downtown - Often used as a hotel headquarters, located across the street from the Salt Palace, it offers 515 guest rooms, including six suites, and 22,000 square feet of meeting space in 21 function rooms, including a 14,046-square-foot ballroom, divisible into 10 sections. In the last quarter of 2008, the Marriott Downtown will be undergoing a major renovation of all sleeping rooms.

Hilton Salt Lake City Center - Frequently used as a co-headquarters hotel, it is located just a half block from the Salt Palace. The hotel offers 499 guest rooms, including 20 suites, and 24,000 square feet of function space. The meeting space is located in 19 rooms that can accommodate up to 1,800 people, including a 52-seat tiered seminar theater and two board rooms.

The Grand America Hotel - This luxury AAA five-diamond property is located on the TRAX system just four blocks from the Salt Palace. It offers 775 guest rooms (of which 395 are suites) and more than 80,000 square feet of meeting space (including the 24,000-square-foot Grand Ballroom, divisible into four sections; the 12,768-square-foot Imperial Ballroom; and 22 additional smaller meeting rooms). Several of the meeting rooms on the first floor open to a large garden courtyard with fountains, available for functions.

Little America Hotel - This sister property (often marketed together with the Grand America Hotel) is located across the street, offering 850 guests rooms, including 21 suites, and 22,000 square feet of meeting space. The Little America also has spacious gardens with fountains, for events.

Snowbird Resort & Conference Center - Only 35 minutes from the city, this mountain resort includes a full-service Cliff Lodge and Conference Center, an IACC (International Association of Conference Centers)-approved facility, and offers 349 guest rooms, including 21 suites - all with mountain or canyon views. Meeting rooms include the 7,800-square-foot ballroom, divisible into three sections, and 14 additional meeting rooms. In the summer, the conference center terrace can be tented to provide an additional 7,200 square feet of event space. Nearby, the Snowbird Center offers 15 additional meeting rooms, including the 6,250-square-foot Cottonwood Room, divisible into four sections. From May to September, the outdoor event center provides an additional 15,000 square feet of meeting space.

Alternate Sites
"The nearby mountains and other interesting areas near Salt Lake offered additional venues that were among the best we have seen, and at a fair price," Wilson said. These venues not only accommodate attendees before and after the meeting, they also serve as alternate sites for special meetings and events.

Clark Planetarium - Offers a variety of spaces for events, and the entire building may be bought out for groups of up to 800 people. The spacious lobby and third-floor exhibits offer sites for sit-down dinners or receptions. The ATK IMAX Theater, with a 70-foot-wide, five-story-high screen, seats 297 and can be used for organizational presentations or Planetarium shows; the Hansen Dome theater seats 200.

Union Pacific Depot - Offers The Grand Hall, complete with a vaulted ceiling, stained-glass windows, and wall murals depicting historical events. It accommodates up to 1,500 for a reception or 550 for a seated dinner. A concert venue, the Depot may be rented for up to 1,200 for a reception or private concert, or 340 for a plated dinner. Baxters Restaurant, located in the Depot, accommodates up to 200 for dinner.

Temple Square - Covers 38 acres in downtown Salt Lake City. The Joseph Smith Memorial Building, once the grand Hotel Utah, has 12 function rooms that can accommodate groups from 20 to 600. Assembly Hall, an 1877 meeting hall with excellent acoustics, seats up to 3,000 people, and is available for groups when not used for free weekly concerts. (See more about the Mormon Tabernacle Choir in the photo caption on p. 110.) "We held our interfaith service there for the Rotary International convention," Wilson noted.

As Neil Wilkinson, director of marketing, Temple Square Hospitality Corporation, said, "We've welcomed every type of group imaginable during their time to Salt Lake." Temple Square also has gardens that may be toured spring through fall, and houses the Family Search Center and the Family History Library, the world's largest genealogical library. "A visit there makes the trip to the conference more personal," noted Kendall Starkweather, executive director and CEO of the International Technology Education Association, which held annual meetings in Salt Lake in 2005 and 2008. (See "Planner to Planner" on p. 109.)

Rice-Eccles Stadium at the University of Utah - The location of both the opening and closing 2002 Winter Olympic ceremonies, this stadium is connected to downtown by the TRAX light-rail system. It offers the 6,300-square-foot Scholarship Room on the fourth floor of the Stadium Tower, which accommodates 375 guests for a seated dinner or 900 for a reception (with fantastic views of the Salt Lake Valley). The Varsity Reception Room on level six is of similar size. Neither is available during the university's football or soccer games.

Olympic Cauldron Park and the Visitor Center Gallery are also located at the Stadium. The outdoor park is surrounded by the flags of nations that participated in the Olympics, features the original 2002 Olympic cauldron, and accommodates up to 1,000 guests in fine weather. The gallery, which looks out on the park, accommodates 300 for receptions and 100 for seated dinners. The Salt Lake 2002 Theatre features a film on the Olympics and seats 30 guests.

Utah Olympic Park - Located near Park City (a 35-minute drive from Salt Lake), this 389-acre park was the site of 14 Olympic events, and offers a variety of athletic facilities, as well as event venues. These include the Day Lodge (2,300 square feet on the upper level, 1,600 square feet on the lower level); outside decks, to accommodate 300 guests; the Joe Quinney Winter Sports Center, which includes the Alf Engen Ski Museum; the 2002 Eccles Olympic Museum; the Ecker Hill Café and Patio; and the 1,276-square-foot Quinney Conference Room.

The Utah Olympic Oval - Located 20 minutes from downtown Salt Lake, this home to the Olympic speed skating, curling, and hockey events accommodates up to 5,000 for receptions or 2,500 for sit-down banquets. "If you can think of something unique and special, it can be done in this building," said Debbie Brown, marketing, community, and sport development manager of the Oval. "We always have a 'wow' event on our final night," Ansbro said. "We held that event at the Oval, with speed skaters and a bridge across the ice to access the buffet tables. Attendees could also skate. It was a truly memorable event."

Restaurants
"The restaurants here really understand tourism and its value," said Pat Holmes, vice president of marketing, Salt Lake CVB. Here are a few:

Cucina Toscana - Serves authentic Tuscan cuisine, fine wines, and offers three private dining rooms. The largest accommodates 50 guests and has a separate kitchen; your group can have its own private chef. Two other rooms seat 40 and 16 guests each. "This restaurant was a particular hit with our attendees. Valter Nassi and his staff make your experience unforgettable," Sumner said.

Market Street Grill - Downtown - Voted as Salt Lake City's most popular restaurant by Zagat, it accommodates groups from five to 500 in a variety of spaces, or in a restaurant buy-out.

Tuscany - This fine Italian restaurant in South Salt Lake has seven private rooms for 50 to 100 (or you can rent out the entire place). A garden patio can be tented and accommodates 300 people.

La Caille - Situated on a 24-acre estate at the mouth of Little Cottonwood Canyon, this throwback to a French chateau features four dining rooms that can seat from 45 to 200, as well as the Grand Pavilion, an arboretum-style room with exotic plants, that seats 250. "We bought out the restaurant for an appreciation dinner for our foundation's major donors. They were all talking about the experience the next day," Wilson said.

Salt Lake Hospitality
Planners give the bureau high marks. "This was our first meeting using a convention center and hotels," Ansbro said. "They were good people to work with, teaching us the ropes. We learned a lot."

In Salt Lake, a "city-wide" convention is defined as one using the Salt Palace and 750 rooms on peak night. For larger groups, the CVB will place welcome banners at the airport and convention center, signs in windows, and arrange for other amenities, such as shopping discounts. "We will bolster a convention's news coverage by working with the local media, and be on hand during the convention to work with you, to get your word out," Mack said. In addition to offering the typical convention services programs, the SLCVB has an extensive and highly effective attendance promotion campaign tailored to each individual group's needs and provides access to its 850-member businesses that can service your meeting.

Getting There, Around, And About Salt Lake

• Salt Lake is situated at the intersection of I-80 (east to west) and I-15 (north to south) - thus the name "Crossroads of the West" - and is within a 2.5-hour flight of one-half of the U.S. population.
• The Salt Lake City International Airport (SLC), only eight minutes from downtown, has 800 flights daily; 100 are non-stop. It is the second-largest hub for Delta Air Lines, which next month will begin offering non-stop flights to Paris.
• The convention district east to the University of Utah and down to the suburb of Sandy is served by Salt Lake's TRAX light rail system. Service within the convention district is free.

Planner to Planner

• Spouse and leisure programs: Plan a trip to the Family Search Center, a tour of Temple Square Gardens, and lunch at one of several restaurants on Temple Square.
• Music lovers: Plan to attend a concert by the Mormon Tabernacle Choir, or take in a summer concert in the mountains.
• International meetings: Salt Lake has a language-rich population because so many have spent their Latter-day Saints missionary assignments in foreign countries.
• Outdoor activities: Seven canyons surround Salt Lake, and seven ski/summer activity resorts are within 35 minutes of the city.
• Pre- and post-convention trips: Salt Lake is the gateway to 21 national and state parks, historic sites, and monuments - most no more than four hours away.

Moving Mountains: Rotary International Comes To Salt Lake

Hurricane Katrina forced the 2007 Rotary International (RI) convention to relocate from New Orleans to Salt Lake, where it was supposed to meet in 2011. RI depends on its local host committees to provide support for its international conventions, but many Rotarians in the path of the storm had lost homes and businesses and could not reasonably be expected to take on the 2007 convention. (RI will convene in New Orleans in 2011.)

The entire convention - which attracted close to 16,000 attendees from 132 countries, and filled almost 6,000 hotel rooms on peak night - had to be put together in just 18 months. Though it seemed a daunting challenge, "Salt Lake made it easy for us," said Shari Wilson, CMP, RI's associate manager, international meetings. "The CVB was very professional, and helped facilitate the contracts with the Salt Palace and the hotels immediately. They were phenomenal."

Scott Beck, president and CEO of the Salt Lake Convention and Visitors Bureau, gave much of the credit to the Utah Rotarians: "They moved mountains to make the convention happen. It was a 'heroic effort' by the local organizing committee."

Contributing Editor Sara Torrence, CMP, is the president of Sara Torrence & Associates, a meeting and events planning consulting firm in Gaithersburg, Md. She is the author of How to Run Scientific and Technical Meetings.