on-site management checklist

Transcription

1 planwell meetwell TM GUIDES TO EVENT SUCCESS on-site management checklist

2 You ve done the pre-planning. Now it s time to make sure your event is properly managed on site from meeting room setups to room block management, VIPs to Food & Beverage. The following checklist will walk you through many of the most important points to keep in mind. STAFF MANAGEMENT Post the staff schedule/assignments for each day and break down the staff assignments nts according to key responsibilities. Ensure that the training of any volunteers is appropriately riately scheduled before the meeting kicks off. Designate a specific meeting place for all staff to report for the daily wrap meeting to discuss the current day s events and next day s assignments. PRE-CON MEETING Introduce all of the key players. Include a brief overview of the program, attendee demographics and review of the hotel resume. Ask for the hotel house count/occupancy to ensure there is no risk of a walk situation. Immediately after the formal pre-con meeting, hold an ad hoc meeting with the convention services manager, catering, audio-visual, general service contractor, destination management company and other relevant suppliers to review changes to the program and banquet event orders. If using multiple facilities, hold one pre-con meeting at the convention center or headquarters hotel and one at each hotel that will be hosting multiple functions. Obtain keys for function rooms that have been requested for re-coring. Have a sign-out sheet for tracking key distribution to staff and volunteers. Schedule a daily time for bill review with accounting. Obtain a list of managers on duty for the duration of the conference and review the hotel s emergency procedures. Determine whom to call if there is a problem (if you need immediate assistance) rather than dialing 911. Obtain a list of key contacts from the facility, including the backup person in case the primary emergency contact is unavailable. Review your organization s emergency plan with your staff and the facility you are working with. Ensure that each staff member has provided an emergency contact phone number in the event of an accident or injury. Meet with the main security contact to discuss procedures and identify locations for security placement. ROOM BLOCK MANAGEMENT Review room pickup data collection procedures/requirements at the pre-con meeting, including: in-house count to avoid/prepare for a walk situation, daily delivery time and location for updated pickup reports, complete breakdown of room types, actual reported revenue (after concessions/comps), no-show report and in-house group list. Compare the no-show report with the in-house group list to verify accuracy and determine if rooms should be released back to the hotel or reinstated for arrival. Conduct an on-site audit the morning after the peak night of the room block, comparing the most current registration list against the hotel s non-group in-house guest list (including transient and individual guests). Request that the hotel provide a recap report listing individual names of miscoded reservations, arrival/departure date, room rate and reservation channel if available (call-in, travel agent, Internet, etc.) to receive credit for rooms outside of the block. Experient Guides to Event Success: On-Site Management Checklist 2

3 VIP MANAGEMENT Assign a dedicated staff member on site to offer support for all VIP needs and act as a main point of contact. Check all VIP accommodation requirements to make sure the arrival/departure dates are current, room types are correct and billing information is accurate. Walk the VIP guest rooms/suites to ensure that everything is in proper order prior to their arrival. Reconfirm all VIP airport transfers with the hotel or the transportation company the evening before pickup to ensure the arrangements are correct. Confirm flight arrival/status or special requirements on the day of arrival. Ensure that all in-room amenities have been delivered. Pre-register VIPs for arrival. Keep additional key packets for distribution to VIPs upon arrival. Be sure the front desk staff (especially the manager on duty) is informed as to whom the VIPs are. Provide photos during the pre-planning stage when possible. For large events, such as general sessions, review the room setup one day prior to the actual event start and compare it against the diagram for the anticipated number of seats and configurations. Check on ADA compliance, correct stage size, comfortable room temperature, unrestricted fire exits, location of lighting controls, etc. GENERAL SESSION SETUP During breaks, ensure that all water stations are refreshed and supplied with glasses and trashcans. Check that water is placed inside the podium and on the head table for speakers. Designate reserved/vip seating and tape off the back rows if necessary to encourage attendees to sit at the front of the room. Has the production team/av technicians met with the speakers during the rehearsal to ensure a successful flow? During the pre-planning process, establish a specific time in your agenda for this to take place. Perform a dry run of the entire program to determine adequate timing and visual presentation issues. If handouts will be distributed to attendees, decide whether they will be placed on chairs or in the back of the room for pickup. Place signage on easels outside the room. Set up a table for awards, extra tablecloth or cover, etc. Experient Guides to Event Success: On-Site Management Checklist 3

4 MEETING ROOM SETUPS Check session rooms 30 to 60 minutes prior to the start time of the function. Find the location of the lighting controls. Is the room temperature adequate? Ensure that all AV equipment is in working order microphones are working, flipchart pads fully stocked, etc. Be sure that screen(s), if applicable, can be seen from every chair. Check on availability of water for the speaker(s) at the head table and podium. Ensure that an easel is positioned outside the room for signage and that the proper sign is placed on it. If digital signage is being used, check for session title accuracy. Count chairs for accuracy of the room capacity. Check with the presenter to ensure that all special needs have been met, such as an additional table for materials, equipment requirements, etc. If session materials will be distributed, determine if they will be placed on chairs or handed out at the start of the session by the presenter or room monitor. Will a survey be provided? Hard copy or electronic? If hard copy, have it ready for the speaker or room monitor to hand out. Ask the presenter to explain the process for collection following the session. Assign staff to manage signage placement and check on the refreshing of rooms in between sessions and possible need for signage changes. Monitor breakout sessions frequently to ensure there is no sound bleed and attendance is not higher than the actual room set. Obtain and record head counts if appropriate. EXHIBITS/GENERAL SERVICE CONTRACTOR Confirm box deliveries for show management. Set up the show office and show management booth. Proofread booth identification signage and all other signage for any mistakes. Determine final placement and sort for distribution. Ensure that each booth is correct in size compared to the floor plan. Provide copies of the most current exhibitor list to the decorator, security and registration. Meet with exhibitors to answer questions and assist where needed. Check on the placement of food and beverage on the floor. One hour prior to the opening of the show, check the floor for empty booths or no-shows and, if ordered, check on the public address system setup. Perform a final walk-through with the general service contractor and convention services manager from the venue at least 30 minutes prior to show opening. Distribute show bulletins and exhibit renewal information for next year. Experient Guides to Event Success: On-Site Management Checklist 4

5 DESTINATION MANAGEMENT COMPANY Establish a meeting time to review specifics and tour special event facilities if applicable. Ensure that the vendor is available to attend the pre-con meeting for an introduction to the conference timeline. Designate a staff member to be the main point of contact for the DMC in the event of emergencies, questions or requests. Check food and beverage setups at least 30 to 60 minutes prior to the event start. FOOD AND BEVERAGE Make sure the hotel is prepared for the overset as contracted. Verify that the physical table setup is in accordance with your agreement. For lunch and dinner buffets, ensure that the buffets are strategically placed throughout the room to avoid long lines. Can leftover bakery items and fruit from breakfast be moved to a break to avoid waste? Have the condiment stations been set up separately from the beverage break to ensure adequate flow through the lines? Meet with the banquet captain before each meal to discuss any specific flow issues and plan for filling the room, doors open cue, reserved tables, VIPs, special dietary needs, etc. If specific individual requests are known, introduce the attendee to the server to anticipate his/her needs. If there is a plated meal, ask to view the entree for an awards program or VIP event. Review the service standards number of servers per round of eight or 10. Perform an inventory of all bottled beverages paid on consumption. Count sodas and waters going out before they are iced and count remaining beverages returned at the end of the function to determine the actual number of beverages consumed. Perform an inventory on all bars that are on per-drink consumption and hosted by the organization. Count bottles based on beverage type. Ask the venue to keep empty bottles of wine to calculate accurate returns and to keep beer caps for comparison of returned bottles. Ensure that an adequate number of bars are set up based on the number of anticipated attendees one bar for every 75 guests on a hosted bar and one for every 100 guests on a cash bar. www. e xp e r ie n t -in c.c o m / c he c k l i s t s Questions? asktheexperts@experient-inc.com