IMAGO VENUES CUSTOMER MANIFESTO

ADAPTING OUR SPACES

From rigorous cleaning schedules to contact-free service and social distancing in meeting rooms and public areas, we will adapt our venues to make your event work, giving you confidence that your event will be safe and responsible.

For detailed information on revised capacities, room layouts, social distancing and hygiene measures, download our Safe In Our Hands guide:

HEALTH AND WELLBEING

The health and wellbeing of our staff and customers is our highest priority. We will not compromise on safety and will communicate these measures clearly to our guests in advance, giving them peace of mind for a safe and pleasant stay.

Talk to us about providing mental health first-aiders for your events, safe and quiet spaces for delegates to reflect or details of what we can do to keep you and your delegates safe.

FLEXIBLE PACKAGES

We understand that events won’t be a standard format and our customers will want to be creative with space and numbers. We will offer flexible and tailored packages that suit YOU.

Our coordinators will work with you and advise on the spaces, numbers, catering options and digital solutions available to run a safe event. We will prepare a personalised customer journey for your event.

TRANSPARENT PRICING

We understand that every business, including ours, has been severely impacted recently. We will be completely transparent with our pricing and will be fair with our terms and conditions.

As members of the Meetings Industry Association (MIA), we have pledged to follow their guidelines for contracts and dealing with cancellations. We are also amending our standard terms for the provision of service to include a specific Covid-19 clause to ensure our cancellation policy is fair and reasonable.

DIGITAL SOLUTIONS

With social distancing and reduced capacities, we will need to be flexible and creative. We will find and source excellent digital solutions for you, including split-site live streaming and video conferencing facilities.

We are also introducing a digital concierge solution to make it easier for you to place table orders, request room service or instant message us from your meeting room.

BEST IN CLASS

We will do everything we can to follow and exceed best practices. Whether that’s through standards of cleanliness, hygiene, food safety or our exceptional customer service, we’ll give you the best experience possible.

We have always insisted on excellent customer service and are proud of our awards and accreditations. As members of the MIA and Venues of Excellence, we are pledged and committed to the very best industry standards and highest levels of quality.

PERSONALISED EXPERIENCE

We will treat every event individually and work with you to deliver a fantastic and safe event for your delegates. We will work with you to make sure every detail works for you and achieves your objectives.

Our coordinators will get to the heart of what matters most to you and design a personalised proposal for your event.

We will go out of our way to inform you and your delegates of what to expect when you arrive and details of bespoke arrangements we have in place to keep you safe and socially distanced.

AGENCY PARTNERSHIP

We will work even closer with our agents to meet the complicated needs of your clients. We know times are tough for you too and we promise to respond to all enquiries urgently and pay commission quickly.

As active members of the HBAA, we are fully committed to following the Code of Conduct so that you can be assured we will treat your enquiry fairly and respect your client relationship.

If your client isn't quite sure of their requirements in this uncertain environment, and you just want to sound us out for ideas of how we might be able to help, have a chat with our Agency Business Development Manager, Tia Goadby.

COMMITMENT TO SUPPLIERS

We remain fully committed to our suppliers and will always pay on time throughout this crisis. We promise to work closely with our supply chains, including our small local suppliers to find creative solutions that give you the very best experience.

Where possible, we will always try to source as locally as possible to avoid unnecessary travel throughout this crisis and support our local suppliers.

COMMITMENT TO OUR STAFF

We have taken advantage of the furlough scheme in order to retain as many of our Imago family as humanly possible. We are bringing them back into the business as soon as we can to start delivering their usual fantastic customer service.

We are onboarding our staff following lockdown with a comprehensive training plan on social distancing and hygiene measures. We have also added additional modules to our Imago Learning Academy to arm staff with the skills and confidence to operate safely.

We know that our people are our business. We will always support them because, by investing in them, we are able to give you the best service possible. We are proud to have the Investors In People Platinum award.