Guest services as a competitive advantage for venues and event organisers
Guests remember how it felt
A venue can have striking architecture, excellent technical facilities and an ambitious programme. Yet something as simple as an unclear entrance, a long cloakroom queue or nobody available to ask can shape the experience.
A friendly host is therefore only one part of good hospitality. Guest services also require preparation, an overview and a shared plan for bringing guests, spaces and information together.
Make service part of the operations plan
Before the event: Review the guest journey from arrival to departure. Where will people have questions? Where might waiting occur? Which groups have particular needs?
During the event: Make sure hosts, registration, cloakrooms and information points work from the same plan. Give staff a clear contact route when they cannot resolve a situation themselves.
After the event: Gather specific observations from staff and use them when reviewing plans for the next event.
Staff around the guest journey
Plan functions from arrival and registration through cloakrooms, directions, breaks and departure. Ask both where help is needed and when demand will be greatest.
At a conference where all delegates arrive within a short period, it may make sense to prioritise reception and cloakrooms at opening, then move staff to information and session areas later. The specific allocation depends on the programme and setting.
Four places where guest services need to work
Arrival. A clear welcome and helpful directions can reduce uncertainty and unnecessary queues.
Transitions. When guests move between meeting rooms, breaks and activities, information needs to be easy to find and consistent with staff messages.
Unexpected questions. A staff member does not need every answer, but must know where to find it and who can make the decision.
Departure. The cloakroom, exit and transport information are part of the guest experience.
A briefing should give staff confidence in the task
A service concept becomes useful when staff understand what is expected. The briefing should include:
- The day’s programme, guest profile and main contacts.
- Access routes, facilities and relevant guest requirements.
- Specific service principles and staff tasks.
- What staff may decide themselves and when they should escalate.
- How programme changes will be communicated.
The briefing should be short enough to use and precise enough to help when things get busy.
Hospitality and security have distinct roles
A host can help a guest find the right entrance or explain the access procedure. If a situation requires guarding duties or security intervention, it must pass to the appropriate responsible function. Collaboration works best when everyone knows the boundary between service and security.
Measure what the guest experiences
Where were the queues? Which questions came up repeatedly? Were there enough staff during busy periods? Where did handovers between functions work well, and where did uncertainty arise?
These answers provide a more specific basis for improvement than simply noting that every shift was covered. For venues with many events, an ongoing relationship can create continuity as staff become familiar with the site, guest questions and workflows.
Mano Hospitality can contribute to planning hosts, cloakrooms, information and practical guest services. The setup is adapted to the event’s format and needs.
Next step: Review the guest journey and your service principles with Mano Hospitality before deciding staff numbers, positions and briefings.