PowerPoint

to accompany

Chapter 16

Event
management
services
 Outcomes
On completion of this chapter you will be
assessed on the following elements:
 Prepare for on-site management
 Monitor event operation
 Oversee event breakdown
 This chapter focuses on managing operations
while the event is in progress.

© 2011 Lynn Van der Wagen

 Infrastructure and service
 Examples : range of on site services include
 booking and ticketing
 registration and entry
 ushering and way finding
 security
 information

© 2011 Lynn Van der Wagen

 Logistics and schedules
 Logistics of getting all equipment to the site and ready
for set up must be considered.
 Bump- In may take several days.
 Again at the end of the event, everything must be
dismantled.
 Ensure that the cost of the venue includes the period
required for bump in and bump out.
 Service errors include technical failure, queues, poor
service, etc.

© 2011 Lynn Van der Wagen

 Prepare for on site
management
 Having built the physical infrastructure for the event, the
next phase involves meeting the needs of the event
participants or performers.
 These may be exhibitors, athletes, speakers, players or
other talent.
 The customers may include the audience, spectators,
visitors, ticket holders, delegates or media

© 2011 Lynn Van der Wagen

 Infrastructure and service
 The infrastructure needs to complement the services
provided.
 For example, for security to be effective at a music
concert, appropriate fencing and entrances need to be
provided.

© 2011 Lynn Van der Wagen

© 2011 Lynn Van der Wagen
 Prepare for on site
management
 Participants/ performers and customers.
 Plans and procedures need to be in
place for overall event requirements .
 Plans and procedures will depend on the
nature of an event.

© 2011 Lynn Van der Wagen

 Plans and procedures may
include: (meeting
performers’ needs)
 Travel and accommodation arrangements
 Technical requirements
 Accreditation
 Bump-in rehearsal
 Security

© 2011 Lynn Van der Wagen

 General services
 For performers, athletes, visitors, spectators:
 catering
 beverage service
 cleaning and waste management
 toilet facilities

© 2011 Lynn Van der Wagen

 Services for customers may
include:
 Booking and ticketing
 Registration/ entry
 Ushering
 Functional areas


© 2011 Lynn Van der Wagen

Each of the functional areas
develop their own policies:

 Procurement  Media
 Markerting  Community relations
 Ticketing  Staffing
 Registration
 Service and information
 Merchandising
 Cleaning and waste
 Legal
 Catering
 Technology
 Venue operations
 medical

© 2011 Lynn Van der Wagen

 Monitor event operation
 Some of the things that can go wrong:
 All volunteer contacts are deleted
 Sprinklers come on during an outdoor cocktail
party
 Speaker is short , cannot be seen behind
lectern
 Fans find their way to VIP area
 Toilet gets blocked
© 2011 Lynn Van der Wagen
 Common discrepancies for
business events include:
 Wrong room set up
 Incorrect staging
 Faulty technical equipment
 Lack of equipment to manage displays
 Shortage of food
 Insufficient or dirty toilets
 inappropriate registration space.
© 2011 Lynn Van der Wagen
 Oversee event breakdown
 Must be completed per contractual
arrangement.
 Make sure that everything has been turned
off.
 Lost property logged
 Full inspection of any damages
 Check accounts.
© 2011 Lynn Van der Wagen
© 2011 Lynn Van der Wagen
© 2011 Lynn Van der Wagen
© 2011 Lynn Van der Wagen
© 2011 Lynn Van der Wagen