Event & Venue Ch. 12

Plan

Prepare for how activities will progress throughout event

Anticipate

-Event managers need to put thought into what could happen during an event and have a realistic understanding of what it will take to execute the event

-Things typically take longer & cohnsume more resources than expected…

—Anticipate delays & overruns

—Schedule buffers into event so subsequent activities aren’t delayed (contingency plans)

Delegate

Can’t do everything yourself - delegate staff to accomplish certain tasks

-Free’s up event manager to address other issues

Train & Reherse

-Make sure staff clearly understand their responsibilities

—Guide them thru tasks

—Dry runs

-Managers should put themselves in the place of spectators, participants, staff, emergency personnel, vendors

—Walk thru all situations they may face

Know Your Audience

Participants, spectators, sponsors have specific needs

-May have different expectations & motivations - anticipate needs

Communicate

Understand what needs to be communicated, who needs to be informed, by what means they should be informed

Event Day Tools - Schedules & Checklists

Organized lists of everything that needs to happen before, during, & after the event

-Often includes task, location, person responsible

Event Day Tools - Contact Lists

Ensure ability to communicate w/ right people at right time

-Keep lists of performers, staff, groups taking part, key contacts

Event Day Tools - Event Rundown

-A.K.A run-of-show, run sheet, cue sheet, agenda; outlines what happens during each stage of the event

—Ensures every member of team is on the same page

Event Day Tools - Event Script

Outlines information PA, host, or emcee will need to convey throughout event

Building a rundown steps

1. Identify each activity that needs to happen

2. Calculate and assign times for each activity

3. Associate ancillary needs for each activity (video, audio, staff)

4. Assign responsibility for tasks

5. Distribute rundown to necessary staff, event crew, &/or participants

6. Modify as necessary

Arrival & Check-In

Staff arrival should be scheduled to allow plenty of time for staff to receive duties, prep for work, and acclimate

Staff Briefing - Team Introductions

Event-day staff get to know whom they will be working with

Staff briefing - event considerations

Staff briefed on what will be happening during event

Staff Briefing - Facility Considerations

Staff may be briefed on issues concerning the facility (ex: when gates open, areas that need to be avoided, facility contacts)

Staff briefing - Chain of Command

Each level of taff should know their immediate supervisor & understand their reporting responsibilities

Staff Briefing - Responsibility overview

Specific duties & expectations

Staff Communication - Within Units

Each unit (maintenance, concessions, security) needs to have a plan for how workers will communicate within that unit (ex: cell-phone, app, etc.)

Staff Communication - Between units

Different units communicate w/ one another (Ex: usher notices leaking pipe - call maintenance)

Staff Communication - Emergency Reporting

Staff need to understand communication procedures for emergency issues & to whom to communicate

Ingress

How customers enter facility

Egress

How customers exit facility

Sample Selection

Must ensure a representative sample

Question selection

Identify what you want to measure, how you want to measure it

Implementation

Accurately interpret & implement solutions once you have info

Participant liasons

Should be educated about events, activities, & prepared for questions, special requests; person responsible for assisting participants & event organizers if there are any issues w/ facility or event

Customer Service Goals

-Retain customers

-Increase positive word-of-mouth

-Differentiate your event from the competition

-Improve employee morale

Proactive Customer Service

-Making service part of the mission

-Taking time to understand customers needs

-Training staff

-Rewarding staff

Reactive Customer Service

-Be accessible

-Actively listen

-Apologize & thank

-Offer solutions

-Follow up