Event Execution
Event Execution
Event execution is the stage when the service professional team delivers service during the event. The captain directs the team, manages flow, and ensures guest experience standards.
Manage Primary Event Components
Welcome Guests
Guests arrive after the service professional team has prepared for the event, ensuring every detail is in place. Before guests arrive, the captain should ensure the team is positioned at appropriate stations (e.g., bar). The team should immediately greet guests with a smile and offer directions regarding where guests can find the coat check, their table, and other facilities (e.g., bathrooms and nursing rooms).
Offer Beverage Service
The captain should supervise the team as they offer beverages promptly, clearly articulating options. Remain attentive to the inventory of these options and guest preferences. Ensure beverage service is proactive, properly timed, and consistent.
Offer Food Service
The captain should supervise the team as they take food orders (if applicable), articulating options. As with beverages, remain attentive to the inventory of these options and guest preferences. Remain diligent of preferences, dietary restrictions, and food safety protocols. Ensure food service is properly timed (and generally synchronized) in coursing it out, communicating through the proper channels to ensure alignment between the culinary team and service professional team.
Maintain Excellence in Guest Interactions
The captain must oversee guest interactions to confirm the team is professional yet approachable. To maintain an impactful executive presence, service professionals should:
Stand tall with hands positioned by the sides or behind the back.
Make eye contact.
Smile and behave generously.
Remain courteous.
These behaviors indicate attentiveness to guest needs, receptivity to guest requests, interest in the guest and in offering a memorable experience, and commitment to high service standards.
If a guest experiences an issue, makes a special request, or requires additional attention or assistance, take responsibility and find a solution. Here are some phrases that are useful in these situations. If the guest:
1.Experiences an issue, say:
Experiences an issue, say:
“This is unexpected. Let me help you resolve this.”
“That’s unusual. Allow me to find a solution.”
2. Makes a special request, say:
“Allow me to get an answer for you.”
“Allow me to find the correct answer.”
“I will be happy to make that change for you.”
“I can follow up on that for you.”
“I’m sure we can make the adjustment.”
“May I suggest an alternative?”
3. Requires additional attention or assistance, say:
“I’m happy to assist you.”
“I may be able to assist you.”
“Let me find someone to assist you.”
“Allow me to direct you to the correct department.”
5. Monitor Team Performance
The captain must ensure the service professional team performs at a high level by monitoring service and guest experience. If a service professional does not know how to perform a specific service or recover a guest experience, they should openly communicate this to the captain.
Manage Event Transitions
Event transitions (between service types and service areas) are opportunities for the captain to reinforce pace, communication, and standards. This should be guided by the BEO and reinforced through clear, timely communication. The captain should anticipate the next service moment, clearly communicate the plan, and actively adjust staffing and flow so the event stays aligned to the timeline and guest experience expectations.
Manage Transitions Between Event Service Types
The captain must manage transitions between event service types (e.g., cocktail service to plated service or American service) by anticipating what changes, confirming readiness, and communicating the plan to the team.
Manage Transitions Between Event Service Areas
The captain must also manage transitions between event service areas (e.g., lobby/bar space to dining room) by directing guest flow and ensuring the next area is fully set. Confirm staff are in position and that any handoffs (e.g., kitchen, bar, runners) are clearly communicated.
Monitor Team Performance and Timing During Transitions
The captain must continue to ensure the service professional team performs at a high level by monitoring pacing and timing through each transition. Watch for delays or bottlenecks, adjust staffing or flow as needed, and keep the team aligned to the event timeline and guest experience standards.