You're facing communication breakdowns during event setup. How do you effectively navigate unexpected issues?

We had this happen just last year at Convention Center. We had a setup for 2000 people in a ballroom and all the tables were to have been draped with linen for the opening general session. This was on the BEO's but somehow got missed by operations. We were so busy running around that my manager didn't get her eyes on the room until about 15 minutes before doors were to open. We quickly radioed our CSM, who contacted ops and they had to rush linens down from the OTHER SIDE OF A LARGE BUILDING... we had at least 30 people standing by in the room and we literally linened 250 tables in about 5 minutes and opened the doors. Were the tables perfect? No. But we got it done. ALL HANDS ON DECK is how that was handled.

This happened to me onsite at a conference, once. Right before an assigned plated dinner, realized that the catering staff was operating off of an old table placement grid and floor plan. Also, that there was a misunderstanding in the placements, meaning that the guests were flipped facing the opposite direction than intended. What's worse, the tables themselves were in the wrong place. Together with a few colleagues from the Client team, I quickly identified the problem and then spoke with the CSM, who mobilized the catering team to listen to the steps of troubleshooting and directed them to me. All in all, a 15 minute extension to cocktail hour was all we needed to fix what could have been a catastrophic problem.

There's no harm in hitting the PAUSE button. Too often we knee jerk react and cause bigger problems. By taking a few minutes to pause and assess a situation fully before jumping into action can help save time, money and produce a favorable outcome. Be sure to do a "360 scan". This means, assess how the issue may affect all involved; and also, how the proposed solution will affect them as well. This ensures you are not causing a snowball effect by solving one problem, but unknowingly generating another.

When things go wrong during an event, I’ve always had the tendency to panic. But over time, I’ve learned that having a great support system in the team makes all the difference. Listening to their input and staying patient allows me to gather the right information and act quickly. Once I assess the situation patiently, I make sure to have a Plan B ready. For example, if we’re setting up an outdoor venue and the weather forecast predicts rain, I’ll discuss options with the client, like setting up a transparent shed, to ensure we’re prepared. This combination of teamwork, patience, and having a backup plan helps me stay composed and manage challenges effectively, keeping everything on track even when unexpected issues arise.

In the dynamic environment of a multinational / large scale convention or event, the ability to make swift assessments is vital. This could mean quickly evaluating the impact of an unexpected issue, such as a change in a high-profile speaker's availability or a sudden shift in venue conditions, and determining the best course of action to minimise disruption.

Effective communication is key in coordinating a large event with international stakeholders. Using your on hands experience to establish clear and open channels of communication, ensuring that all parties, including event staff, participants, sponsors, and attendees, are kept informed and engaged.

My experience in hospitality emphasise on the value of flexibility. While in the dynamic environment of a multinational / large scale convention or event, this means being prepared to adapt plans to accommodate cultural differences, language barriers, or changes in participant numbers. Having contingency plans in place will allow for smooth transitions when adjustments are needed.

Maintaining a positive attitude can be infectious and can help to motivate the team and attendees, even when facing challenges. Applying a warmth hospitality background could create a welcoming and upbeat atmosphere that encourages participation and enjoyment of the event.

Safety is paramount in any large gathering, particularly one with international attendees. Developing a comprehensive safety plans that address health and security concerns for all participants, including emergency response protocols, security measures, and health checks in line with international standards is mandatory to follow.