Set standard procedures of what you should do for each guest
A good attitude is essential. Be positive, polite, and pleasant. You will sometimes need to resolve problems with grumpy people, but you need to do so it a way that minimizes conflict and makes them still glad they came. You'll need to be able to communicate effectively, including listen actively, ask questions, and communicate non-verbally. You'll also need to maintain a high standard of personal presentation (e.g. wearing uniforms and good personal grooming).
- Be polite and welcoming.
- Recognise regular patrons and greet them accordingly.
- Give special assistance to those who need it, with care and consideration.
Give information and advice
- Respond to requests for information politely.
- Communicate accurately, clearly and concisely. This is more difficult for attenders who have poor English or are disabled.
- In some cases, you might have to relay requests for information to your colleagues.
- Tell people clearly and politely about any program changes (e.g. in schedule, program, venue), and request their cooperation. Give a reason for the change without embarrassing your colleagues.
- You might also need to tell them about other products and services if they ask. (This means you need to be fairly familiar with them.)
Respond to patrons' complaints and concerns
- Respond promptly, calmly and courteously.
- Find out exactly what they are complaining about.
- Follow your organization's procedures. They should involve ways of using complaints to gain or increase patron's loyalty. (E.g. clear apology, instant refund or replacement, more suitable alternative, etc.)
- You may need to exercise initiative.
- Act to remedy the situation and prevent the risk of recurrence.
Other than that:
- What must greeters do for each guest?
- Can you leave your place? If so, what for? How long for? Must you organize a replacement?
- How should you handle complaints?
- How do you handle questions?
- How should you resolve conflict?
- What skills do you require in active listening, questioning, non verbal communication, and rectifying inter-cultural miscommunication?
- How will you answer each of the following requests for information?
- opening hours
- session start/finish times
- directions both within and outside the venue
- seating arrangements
- group-booking information
- special access requirements, e.g., wheelchair
- changes to schedules/venues/programs
- details of shows, performance, events
- the range of products and services available.
Services provided to guests
Check which of these services you should offer to guests:
- Accommodation (e.g. one hotel, several hotels, billets, find-your-own, campsites, etc.)
- Outings and tours (e.g. overseas people visiting your city for a conference might not want to just sit in a conference room. They might like a chance to see major tourist sights, take in a show or see a movie.)
- Lost property
- Interpreters and translators
- Electronic communications (phone, email, etc.)
- Extra services (usually provided by hotel) such as room service, etc.
- Fitness services, e.g. health club/gym, massage, swimming pool, golf course, other sporting facilities.
- Computing services: Internet, printers with paper
- Document services: Photocopying, binding
Food and drink
- At least plain drinking water should normally be available in outdoor events to prevent dehydration. Commercial drink sales may be an important source of income.
- Other light refreshments (coffee, ice-creams, etc.)
- Food (light meals, full meals, etc)
- Lost children
- Childcare, crèche or children' activities:
- What age range of children do you expect? What will you need to offer for each age group?
- What potential behavior problems should you anticipate?
- Do you need a permit? Are there government regulations about what you can and can't do?
- If you provide children's services, you need the right people, enough people, and suitable facilities.
- Teens usually need a separate program that makes them feel like they are not treated like "little kids."
- Sound system and sound technician (s)
- Lighting and lighting technician (s)
- First aid
- Security systems
- Private security personnel
- Police security (e.g. some large events may require prior liaison with local police and city council security forces)
- Electricity supply (including temporary supply for outdoor events)
- Will you need an onsite electrician?
- Are power supplies adequate? Or will you need to liaise with the electricity company for supply?
- How will you schedule installation and de-installation of temporary cabling?
- Are cables safe?
- Check crowd lights for outdoors events:
- What equipment will you need?
- Where will you source equipment?
- Do a test run at night. Are lights in the right places and bright enough?
Exhibitions, trade fairs, and bazaars
- Decide layout (consider location, traffic flow, size of booths)
- What hours will the event be open?
- What specific security concerns affect displayed goods?
- How will you attract exhibitors?
- What information will you give to prospective exhibitors?
- What criteria for exhibitions?
- What rules for exhibitors?
- What do they need to provide?
- What will you provide? (furniture, power, etc.?)
- Will exhibitors pay? (Quite common for sales exhibitions)
- If so, how will you set fees for booths? (More prominent booths get higher rates, especially corner booths. Larger booths also attract higher fees.)
- What deadlines for applications? will there be early bird and late application rates?
- How will you allocate booths? On what basis?
- Who will decide who is accepted?
- Will you provide temporary partitioning of booths?