Event Execution
Event execution refers to the stage in which service professionals, and particularly the captain, run an event.
Manage Primary Event Components for the Coat Check
1.Welcome Guests
Guests arrive after the service professional team has prepared for the event, ensuring every detail is in place. When guests arrive, a service professional (either a member of the wait staff or a coat check attendant) should greet them with a smile and direct them towards the coat check.
2.Intake Items
Follow these protocols for intaking guests’ items:
Greet. When guests arrive at the coat check, the coat check captain or coat check attendant should greet them again with a friendly “Good evening” or “Welcome,” and “May I check your belongings?”
Collect and ticket. Collect the guest’s coat and/or belongings. Accept the guest’s coat. Give the guest the bottom third section of the coat check ticket. Encourage the guest to take a photograph of their ticket in the event that they misplace it. Retain the remaining two thirds. The remaining two thirds should be secured to the checked item(s). One third should be secured to the hanger of the coat and another third should be secured to additional items (e.g., bags, umbrellas).
Pass items. Pass items to the BOH coat check attendant or “runner,” who will store them in numerical order in the BOH area. Larger items may be held towards the front of the BOH area.
Thank the guest. Thank the guest for trusting the team with their belongings.
3.Retrieve Items
Follow these protocols for retrieving guests’ items:
Greet. When guests return to retrieve their items from the coat check, the coat check captain or attendant should greet them with a friendly “Good evening” and “May I have your coat check ticket, please?” If the guest has lost their ticket, ask if they have taken a photograph of their ticket.
Locate and verify. Accept the ticket (the bottom third section) and, with the assistance of the coat check attendant, locate the coat and/or additional items (which have the remaining two thirds). Verify the ticket number matches the items. If the coat check staff is struggling to locate the coat and/or additional items, politely assist. In this, ensure guests feel at ease, courteously communicating the situation and reassuring them that their belongings are secure.
Assisting guests. Assist guests with putting on their coats and/or managing additional and/or cumbersome items.
Say farewell to the guest. Provide a warm farewell, leaving a positive impression with a kind “Thank you and have a great evening.”
At every stage of the coat check, ensure items are well-organized and accessible. As racks empty over the course of the event, consolidate and break down empty racks (rather than waiting until the event concludes). This ensures the coat check area remains organized as volume decreases, it reduces the amount of breakdown required at the very end of the night, and it may free up staff earlier to assist other departments.
How to Address Common Problems
A Guest Without a Ticket
A guest may lose their physical ticket and may have failed to take a photograph of this ticket after receiving it at the start of the event. When a guest cannot find their ticket, offer them extraordinary service while maintaining the safety of the other guests’ belongings. It’s important that the guest stays outside of the coat check area while your team searches for the checked items.
Follow these steps in attempting to locate the guest’s items:
Prioritize ticketed guests. If the coat check is busy, kindly ask the guest to wait until the rush ends. Once time allows, ask the guest for a description of their items, noting any distinguishing features.
Check returned tickets. Check if any lost tickets have been turned in to help with the search.
Gather details. Ask the guest for their approximate arrival time, as this may assist in locating their items.
Document. If you’re confident in your search, write down the ticket number associated with the item(s), briefly describe the items, and ask the guest to sign for them once retrieved, confirming their identification.
Involve the client. When needed, ask the client to speak directly to the guest to help manage missing tickets.
Lost Item(s)
If an item is lost, first speak directly with the client to address the situation. If the client is unavailable, ask the guest for their contact information and a description of the missing item(s) to follow up. This ensures clear communication and allows the client to assist in resolving the issue.
Follow these steps to manage lost item(s):
Express empathy. Reassure the guest with understanding, acknowledging that it can be frustrating when an item is lost.
Gather details. Ask the guest for their contact information and a description of the missing item(s).
Involve the client. If the client is available, communicate with them directly. If not, let the guest know that you'll need to speak directly with the client to resolve the situation. Ensure clear communication regarding the protocol related to returning lost item(s).