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Stand Number: F390
Imago Venues
WE ARE HELPING EVENT PROFESSIONALS PERFORM BETTER IN MEETINGS AND NETWORKING EVENTS!

We're in the meetings business. We're all about providing the right environment for communication and learning to flourish and grow. We don't just provide a facility - we work with you to create outstanding experiences for your delegates.

We've got some exciting news to tell you about our latest research, which uses conversation analysis to shed light on the 'black box' of networking communication and the implications for those organising events, as well as those attending them.

Come and say hello to find out more about our portfolio of 5 venues and how we can help you perform better in meetings and networking events!

www.welcometoimago.com/go-perform



"As a leadership development provider, we work at many venues throughout the UK and Imago Venues are our venues of choice and the benchmark against which we assess all others."
Paje Consultancy Ltd



Countries of operation
United Kingdom
Product Categories
Conference Venue / Centre - Capacity over 1000
Hotel / Hotel Chain
Special Event Venue (non-hotel)

Contact Details

Hayley Hardy
Loughborough University Loughborough LE11 3TD
United Kingdom

Floorplan/Map

Events

#GoPerform in meetings and events May 21st, 2019, All day

Press Releases

Imago Venues scoops three awards at M&IT Awards

Imago Venues at Loughborough University is celebrating after picking up three accolades – including two gold awards - in the M&IT Awards 2019.

Organised by Meetings & Incentive Travel magazine, the awards are the event industry’s biggest and most prestigious recognition programme.

Imago Venues’ flagship venue, Burleigh Court Conference Centre and Hotel, won the following awards:

• Best Academic Venue, gold award
• Best Food and Beverage Supplier, gold award
• Best UK Conference Centre, bronze award.

Emma Boynton, head of sales and marketing at Imago Venues, said: “To be shortlisted for three awards and to win a prize in all of these categories is a big achievement. It is something we are really proud of.

“These awards are the most prestigious in our industry as they are voted for by our customers.

“This means that Burleigh Court has now been named Best UK Academic Venue in three different awards: National Venue Awards, Academic Venue Awards and the M&IT Awards.

“To be recognised in this way is testament to the hard work and professionalism carried out by every single member of staff at Imago Venues. Without them, we wouldn’t be where we are now.”

Out of the eight awards Imago Venues has entered this financial year, they have won: six golds, one silver and one bronze.

Notes to editors:

Imago Venues combine Loughborough University’s conference, hotel and events venues under one distinctive brand. They offer high quality meeting spaces, venues and accommodation along with excellent sport and leisure facilities.

A multi-award-winning portfolio, we are AIM Gold accredited which is the meetings industry’s assurance of excellence, competence and compliance.

We have also been voted as Best UK Academic Venue by both the National Venue Awards and Academic Venue Awards; Best UK Residential Conference Venue; Most Innovative Business Tourism Partner at the Leicestershire Tourism & Hospitality Awards and Best Training Venue for Holywell Park.

We are also accredited with Green Tourism Gold Award, Visit England’s Mobility 3 for accessibility, ISO14001 and Investors in People Gold.

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16th April 2019

How we achieved 100% Net Promoter Score for January

Mike Hart, front of a house manager at Imago Venues’ flagship venue – Burleigh Court Conference Centre and Hotel – explains how he turned its NET Promoter score in to 100% for January 2019

Imago Venues is driven by our customer service strategy and excellent customer service is at the heart of everything we do. We like to refer to it as “the Imago way”.

This is reflected in the rise of our net promoter score of 100% for January, which is a 13% rise on the previous year. Our target is 85% but we are always striving for better.

So how did we reach 100%?

We attribute this score to the relationship we build and nurture with our customers and our staff, who are consistently providing the best possible level of customer care. We listen to our customers, understand their needs and try to solve their problems, often before they have seen a problem for themselves. We are continually evolving to meet their changing expectations.

Plan ahead and review

It’s important for us to plan, review, and communicate effectively with each other.

We have various meetings with staff, at all levels, to talk about all areas of the business and ways we can improve it. This includes daily, weekly, and monthly meetings.

We look ahead and contact our guests to solve any potential issues before they arrive. By understanding their objectives and learning what they like, we can often pre-empt problems or make suggestions that might better achieve their aims.

We also review customer feedback to see where we can improve. It’s important to be honest and accepting of feedback. We might disagree with someone’s interpretation but, if that is their perception of a situation, then it is perfectly valid. In that sense, the customer is indeed always right!

We listen

It’s important for us to listen to what our customers are telling us. We don’t always get it right and, when we make mistakes, we learn the experience and fix it.

On top of this, we actively encourage our staff to come up with new ideas of how we can improve the customer experience. They are often the best placed people to make small changes that have a big impact on the customer experience.

Ideas can be as simple as buying a bagel slicer to make it easier for the customers to cut the bagels more evenly. The small things really do matter and our customers deserve that attential to detail.

Measure

A positive culture of continuous improvement is embedded throughout the organisation, along with a sense of urgency and a drive to adapt to change. We have a customer feedback tracker that is shared with everyone so they know if we are on track. We have monthly customer service update reports and we reward and recognise our staff.

Create a ‘no blame’ culture

We train all of our staff so they feel empowered to take ownership of situations and deal with any problems straight away. They will often be the only member of staff in possesion of the full picture and, armed with the company values, may be best placed to make a judgement.

This means our guests know they will be looked after immediately and feel like their concerns have been acted on quickly and not passed on to someone else.

Imago promotes a ‘no blame’ culture whereby our staff are encouraged to try new ideas to move the organisation forward.

Recruitment and training

We provide excellent customer service by continuously investing in the recruitment and training of our staff to ensure they are well trained, friendly and welcoming. That’s why we are about to launch our very own and pioneering Imago Training Academy which will be unparalleled in our industry. We want our staff to develop themselves and to feel valued, and it’s important for us to ensure there is a low level of staff turn-over.

We now have a designated conference and events manager who meets and looks after our conference organisers and guests. This has made a huge difference to our scores and is key to our success.

Job swaps

We encourage job swaps to create a greater understanding and respect for other people’s roles and to create an opportunity for promotion or sideways moves.

It important that all of our staff are encouraged to look beyond their individual job role and broaden their horizons, so they grow as individuals.

We know what our guests want

It’s crucial that every team member understands what our guests want and this works very well for us.

We talk to customers on site and we continually keep in contact with our conference and business guests throughout their stay, to make sure they have everything they need.

Open and honest

We encourage an open and honest relationship with our guests. This means they tell us more and we are able to resolve any issues, or are able to make their stay more enjoyable.

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16th April 2019

Imago Venues win hat-trick at the Academic Venue Awards 2018

Imago Venues are celebrating after winning three top prizes at the prestigious Academic Venue Awards, held on 27th November at the University of Birmingham.

The awards recognise the event, conferencing and hotel spaces that are part of the country’s learning, education and research environments. They celebrate the best of the best and provide an opportunity for the UK’s top academic venues to share best practice and network with event buyers from around the UK.

Imago Venues picked up the Best Accommodation award for The Link Hotel, Best Training Venue for the Holywell Park Conference Centre, and Best Residential Venue of the Year.

Emma Boynton, Head of Sales and Marketing for Imago Venues commented:

"We are absolutely delighted to come away with these 3 awards. It’s a great celebration of the talented and passionate staff that deliver the service day in, day out and is testament to their continual hard work. It’s also a great showcase for the facilities that we, as an academic venue and member of Venues of Excellence, have to offer for our corporate clients. With world-leading facilities all under “one roof”, we really can offer something for everyone and these awards can only strengthen the message of the value that academic venues have to offer."

Of The Link Hotel, one of the judging panel, who were drawn from industry leaders around the UK, said: “Imago have identified their key market segment and embraced it with open hands. There is an innovative food and beverage offering to replicate their clientele and their ambitions for future growth. This property is great and the overall standard of the accommodation is fantastic.”

The Link Hotel is Loughborough’s premier 3-star hotel, offering 94 double en-suite rooms, six meeting and training spaces and banqueting space for up to 200 guests.

Holywell Park Conference Centre, located on the Loughborough University Science and Enterprise Park, is a state-of-the-art venue offering 12 flexible training rooms and two spacious exhibition areas for up to 280 delegates.

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16th April 2019

Immersive 360 tours for Holywell Park, The Link Hotel and Elite Athlete Centre and Hotel

We’re all about delivering exceptional customer experiences in all areas of our business. That’s why we are upgrading our customer experience, from the first engagement with our story through to conclusion.

Creating a positive first impression is an important start to building our future relationship with you and that first impression sets the tone for your entire experience with us.

That’s why we have now embedded our cutting edge virtual 360 tours in the websites to give a familiarity and authenticity to your pre-arrival experience - a sense that you already know us, before you arrive.

With our new 360 experience, you have access to all areas of Holywell Park, the Elite Athlete Centre and Hotel and The Link Hotel, and can view every corner of each space. We’ve added a doll house functionality which opens a 3D model for you to drop into a room of choice, giving you a sense of layout, room proximity, breakout spaces and refreshment areas. You can choose what you want to see, and what direction you want to head in next. Having such detailed exposure allows us to communicate the fully immersive experience of what we can offer, just as if you were there, viewing it in person.

"Since we rebranded in 2017, one of our core messages has been that we don’t sell products, we sell experiences - we’re all about putting people together in the right environment to encourage communication and learning to grow. Sometimes, that message can be hard to qualify to prospective customers who need a reassurance that we’ll deliver the experience they expect. With our new 360 VR tours, we can now deliver an authentic and fully immersive experience to our customer’s personal device and let them know exactly what they can expect from their event."

Rob Chamberlain, Marketing Manager, Imago Venues

If you’re an event organiser and want to familiarise yourself with our facilities, we’d always encourage you to see us in person to get the full Imago experience. A face-to-face appointment over lunch is a fantastic opportunity for us to talk and understand your objectives. However, we understand people are busy and can’t always commit to time out of your busy schedule. So, why not let us bring our experience directly to you? Let us know if you’d like one of the team to schedule a formal virtual show round, otherwise, take a look for yourself!

www.welcometoimago.com/360-tours
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16th April 2019

Olympic legend Lord Sebastian Coe opens Loughborough’s pioneering Elite Athlete Centre and Hotel

Double Olympic champion Lord Sebastian Coe officially opened the new Elite Athlete Centre and Hotel at Loughborough University on Friday 9th November.

The development – which is managed by Imago Venues, the University’s award-winning conference, hotel and events brand – is the first of its kind in the UK, offering an holistic support environment for individuals and teams at both elite professional and dedicated amateur levels. It has been developed in partnership with UK Sport, Sport England and the English Institute of Sport.

Kay England, Chief Executive of Imago Venues, said of the new facility: “The Elite Athlete Centre and Hotel is a fantastic addition to the portfolio of Loughborough University venues that Imago manages. We are very proud to have worked in partnership with Sport England, UK Sport and the English Institute of Sport to create this unique centre of sporting excellence here on our campus.”

The Elite Athlete Centre and Hotel has 44 twin en-suite bedrooms, including 20 cutting-edge altitude rooms. These rooms allow athletes to adjust the climatic conditions, enabling them to sleep in environments that simulate altitudes of up to 5,000m (the equivalent of Everest base camp) while being able to maintain their regular low-altitude training programmes.

The ‘sleep high, train low’ method is believed to have a positive impact on athletes’ performance capability. Sleeping at high altitude can stimulate the production of red blood cells and haemoglobin (the protein inside red blood cells that carries oxygen around the body). When athletes return to sea level, their bodies have an increased oxygen-carrying capacity which means more oxygen can be delivered to their muscles. This makes exercise more efficient which can have significant performance gains.

Every bedroom is accessible and eight of the rooms, including four altitude rooms, are fully DDA (Disability Discrimination Act) compliant.

The Elite Athlete Centre and Hotel also has a specialist nutrition room to meet athletes’ complex dietary requirements. The menus, which have been developed in conjunction with James Moran, Performance Nutritionist at the English Institute of Sport, include diets with a high iron content to compliment the ‘sleep high, train low’ training approach. The menu options are also scalable, meaning that athletes, their coaches and nutritionists can choose to have more or less of each individual element to suit their requirements and training needs.

James Moran said: “The advantage of the Elite Athlete Centre and Hotel means that as well as having outstanding facilities, we’re able to collaborate with partners to offer world class nutritional support and positively influence athletes’ diet.

“The menu and nutritional philosophy we’ve designed specifically meets the bespoke needs of the elite athletes the EIS works with. This ensures the right combination of taste, presentation and nutritional value.”

Food stations in the restaurant encourage athletes to move around during dining and discourage ‘plate loading’ that often occurs in a traditional hotel buffet. The hotel chefs are also on hand to discuss the available food options and make recommendations to maximise the nutritional value of each plate.

Bespoke packages are available to provide guests with access to the University’s world-class on-campus sports facilities, including the indoor athletics centre and outdoor stadium, sports halls and all-weather pitches, a 50-metre swimming pool, squash, badminton and netball courts, an indoor tennis centre and outdoor courts, and state of the art fitness centres.

Athletes are also able to benefit from the world-renowned performance support services at Loughborough University, including a performance laboratory, a sports medicine and physiotherapy clinic, and expertise in strength and conditioning, performance analysis, physiology, and sport, exercise and health sciences.

Loughborough University’s Vice-Chancellor, Professor Robert Allison, said: “I am delighted that our Chancellor, Lord Sebastian Coe, one of Great Britain’s true sporting legends, has officially opened the Elite Athlete Centre and Hotel at Loughborough. The new facility offers something unique within the UK and will undoubtedly help us to reinforce our position as the country’s leading university for sport.”

Bookings for the Elite Athlete Centre and Hotel can be made online at www.eliteathletecentre.co.uk

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16th April 2019

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