Setting their sights on small- and medium-size meetings, the executives at Crowne Plaza Hotels and Resorts sat down with more than 100 meeting executives this year to hear their concerns. That billing, RFP responsiveness, and the hassle of multiple on-site contacts surface as planners' biggest gripes comes as no surprise, but what happened next may turn a few heads. Crowne Plaza has committed to three new franchisewide mandates expected to measurably improve the planner experience. First, ...

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