RANACO EDUCATION & TRAINING INSTITUTE

CHAPTER 4

ACCOMMODATING THE AUDIENCE

4.1 Creating the Collateral Materials

4.2 Registration, Admissions & Accreditation
4.3 Seating & Ushering Plans
4.4 Attendee Services
4.5 Protocol & VIP Services

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

LESSON OUTCOME

By the end of this chapter, student will be able to

• Adapts role played for accommodating the audience

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

Introduction

1. Creating the Collateral Materials

2. Registration
3. Admissions & Accreditation
4. Seating & Ushering Plans
5. Attendee Services
6. Protocol & VIP Services

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

1. Collateral Materials

 Focus on the invitation to the guest such as print or

electronic advertisement, a flyer, formal engraved
document etc. The invitation must be:
• Interest, Inform, Invest
• Establishing Expectations
• Building Excitement
• Theme & Logo Incorporation
• Graphic Design & Printing Basics
• The Printing Process
• Creative Invitations
• Communications Technology

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

Continue…

The central components of all effective invitations are:

• Name of host or event organizer
• Date, time and location
• Dress requirements
• Transportation and parking

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

Continue…

Additional components may include:

• Purpose of the event
• Names of honorary board or committee members
• Names of prominent speakers
• Limited supply of tickets
• VIP status
• Frequency or historic nature of the event (second annual,
100th anniversary celebration or biannual event)

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

2. Registration

• First Impressions
• Get the Information You Need
• Streamline the Data Management System
• Use Incentives to Sculpt Behavior

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

Continue…

• Welcoming Your Guest

• User-Friendly Layouts
• An Entertaining Experience
• Payment, Cancellation, & Other Issues
• The Successful Staff

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

3. Admissions

• Admission Control Strategies

• Arrival & Departure Modes
• Ticketing Issues
• The Gatekeepers
• Creating the “Reveal”

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

3. Accreditation

• Authorizing Access
• Zones of Needs & Security Issues
• Distributing Badges of Honor
• Meet the Press

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

4. Seating & Ushering

• Capacity & Capability

• Ushers Are Ambassadors
• Creative Seat Identification

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

5. Attendee Services

• Information Stations
• Housing Services
• Traveler Aids
• Children Are Welcome
• Lounges & Concierge Services

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

6. Protocol & VIP Services

• Role & Scope of Protocol

• Tradition, Precedence, & Politics
• Ceremonies & Ceremonial Procedures
• Special Services for Special People

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

Question
1. Collateral Materials included:
i. Creating the Collateral Materials
ii. Registration
iii. Admissions & Accreditation
iv. Seating & Ushering Plans
v. Protocol & VIP Services

A. II & IV
B. I, III & V
C. III, IV & V
D. All the above
HEM 264 – HOSPITALITY EVENT
MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

2. Major international conferences frequently take place in

venues that are close to airports and other transport facilities
because
A. Airports operate major conference facilities
B. Being close to transport facilities gives delegates fast and
easy access to the venue
C. It helps with conference security as airports have many
security personnel
D. This assists with visa and immigration problems for
international delegates

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

3. Collateral Materials is focus on the invitation to the guest

such as print or electronic advertisement, a flyer, formal
engraved document etc.
A. True
B. False

4. The event coordinator must provide user friendly layouts

A. True
B. False

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

5. First impressions to customer is important and it begin at

A. Registration area
B. Parking area
C. Seating area
D. Ceremony area

6. Delegate satisfaction surveys should seek information

about
A. Conference presentations alone
B. Conference presentations and catering
C. Booking and registration alone
D. All aspects of the conference experience

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

7. Delegate feedback about a conference allows organisers to

do a better job next time
A. True
B. False

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

8. As conference organizer, you ask each delegate as they depart

to tell you about their experience at the conference. This can
be described as
A. A paper based delegate satisfaction survey
B. A face to face delegate satisfaction interview (correct
answer)
C. An electronic delegate satisfaction survey
D. A good way to avoid future complaints

HEM 264 – HOSPITALITY EVENT

MANAGEMENT
 RANACO EDUCATION & TRAINING INSTITUTE

9. The are list in protocol and VIP services except:

A. Tradition, Precedence, & Politics
B. Ceremonies & Ceremonial Procedures
C. Special Services for Special People
D. None of the above

10. Seating and ushering are included of, except:

A. Authorizing access
B. Capacity & Capability
C. Ushers Are Ambassadors
D. Creative Seat Identification

HEM 264 – HOSPITALITY EVENT

MANAGEMENT