How can you manage guest service during high-volume events?

Successful large functions are pulled off with nothing short of excellent organization skills. In this type of event there are a great deal of managers involved. From the person who sold the event to the banquet captain handling the event and all in between. The key is trusting those put in charge of certain responsibilities. Trust that they know their jobs and if everyone was properly trained you can expect a successful performance. Finally, being able to adapt and think on your feet for those last minute requests as well as when the “not as planned” issues arise, because they usually do, and it’s the creativity of the team that either sinks the ship or sends it out to sea!

Managing guest service during high-volume events in hospitality necessitates a strategic, well-orchestrated approach. Pre-event, it's essential to bolster staffing levels, akin to reinforcing a structure ahead of a storm. Training staff to handle high-pressure situations ensures a composed front-line, much like a well-drilled platoon. Implementing efficient check-in and check-out procedures, like streamlined boarding processes, reduces wait times. Utilizing technology for service delivery, such as mobile apps for requests and information, is akin to employing advanced logistics in a complex operation. Maintaining clear communication channels with guests, similar to a public address system in a crowded venue, keeps them informed and at ease.

Have a plan and expect the unexpected! Be sure to staff accordingly; sometimes the difference between an incredible event and a flop (in the eyes of the guest) is simply having someone available to offer directions and assistance. A smile and a willingness to help go a long way in building trust and making a lasting impression!

Planing and executing high volume events are big part but not always crucial when it gets to the guests Experience The most important part of hospitality industry is your business presentation and steps of service are crucial.(warm welcome,anticipation of guest expressed and unexpressed wishes as long as fond farewell is one thing that never fails. Everything else is your engagement with your team and your guests. If you are treating your employees as you treat your guest success is promised. At least that’s what I learned in twenty and four years of luxury hospitality business. Ensuring your own belief in a product you sell its a process of continuous improvement and growth of your team .

Effective communication, clear set goals and delegation. Remember that you get what you check so don't assume tasks have been or will be done, rather follow up and ensure that the train is moving with all locomotives attached.

In the world of hospitality, imagine a paradigm shift: the staff not merely as service providers but as clients themselves. When we recognize that the staff experience is foundational, we transform interactions. Hospitality becomes a cycle where staff, as clients, absorb and radiate the essence of the establishment, creating a symbiotic relationship that enriches every guest encounter. In this perspective, hospitality is not exclusive; it's an inclusive celebration of shared experiences, elevating the value of service and human connections.

Preparation is key, preparing the team, going over expectations, correct resources available and ensuring there is support, should it be required. Team briefings pre event and event sheets that cover requirements for each person.

The success of your event is directly tied to the people in the room. So, effective guest list management creates capabilities for targeted communication with prospective clients.

Conducting the proper training as well as providing the right tools to do their job is important. Proving regular feedback to your team is something that will contribute to their growth and development. You will be surprised how well they will handle any concerns and their initiatives to do service recovery if necessary.

Train and empower your staff to make soft and deceive decisions on the floor,taking this step helps reduce the number of customers or clients waiting for feedback on minor decisions. Helping the customers make appropriate and fast decisions on the kind of service delivery the company offers and reducing the dependancy of the manager ,helping the company associate feel less pressure when the decision maker is off or sick.

Prepare, prepare, prepare! Risk management is everyone’s responsibility and one must be ready for last minute surprises and requests. Keeping our guest and associates safe is expected in our industry.

Effective planning and empowering staff to make critical decisions at crucial junctures are essential strategies for managing large volumes of guests, groups, and events. The manager's active participation in these moments, characterized by collaboration and clear communication, is also crucial. Due to the unique characteristics of each hotel, each event should serve as a learning experience, with weaknesses and strengths analyzed and incorporated into future events.

In my experience, I've found that proactive communication is key. Keeping our teams and fellow managers in the loop about day-to-day happenings empowers them to excel in their roles. Just like a buzzing beehive sharing information, our constant communication ensures that everyone is well-informed and ready to tackle their responsibilities effectively! ?? #CommunicationIsKey #TeamEmpowerment

Being able to gather all the pertinent information for the team to deliver is crucial. Preplanning with department heads is important so they can in return share the information with their team. Don’t hesitate to even test the knowledge of your associates to ensure they understand the needs and wants of your clients and are able to put their best foot forward,

Prepare and deliver with the goal to only only meet but to exceed clients expectation. Such a great satisfaction knowing that you are creating memories for your guests.

Training training and training all the staff is a must! I have encountered hotel teams that are TOP and others that are a mess… believe me that the fault is the management for not giving them event management training, share all the details of the event with them, do a serious brief with all team members and if needed repeat it. The team must be equipped with a communication tool that allows them to immediately contact their manager and be able to take decisions immediately. Forget the phrase: I cannot take that decision so let me search my manager! No no no, issues happen always and your team needs to act !

1.preparation and planning 2.Additional staffing 3. Empower Staff to resolve common concerns on the spot 4.Technology Utilization

1. Planning looks all positive and negative to make plan A,& B. 2. Early preparation for all needs. 3. Staff & Leader Orientation to the whole project A to Z if require practice makes perfect. 4 Follow up & Check back for the preparation that has been done before the event. start. 5. Acknowledge the whole team to the results of the project. Learn and Grow.

1. For us and my team, its all in the Planning. If you know that an event is going to be busy, plan ahead and prepare for it, we start with team meetings, each of the managers from our sales, head chef, FOH manager, and supervisors, go through the expectations. Each manager then gives a brief in there respective area, bringing there own perspectives potential issues, solutions and execution of there part. We can then all discuss the best outcome and everyone knows who is doing what and when. Job sheets and notes are then created for the event. Then on the day of event team briefings with all staff before the event start.