In a VIP area, guests expect to be recognised and not kept waiting. That is prepared before the doors open.
Guest lists
Lists must be closed and up to date. Make it clear who can authorise someone who is not on the list, and how to do it without leaving the guest waiting at the door.
Knowing the space and the programme
Times, catering, toilets, cloakroom, exits and transport. The team must be able to answer without checking with anyone, because every check means a wait.
Manner and discretion
These spaces often host important clients and well-known people. Guests expect a warm, discreet welcome, with no photos and no comments out of place.
Languages
If there are international guests, at least part of the team should speak their language fluently, especially at reception.
Working with everyone else
Hospitality staff work alongside catering, security and the organisers. Before starting, everyone should know who to tell if something is missing, if a guest needs help or if the plan changes.
If you manage a venue or are preparing a hospitality area at an event, tell us the dates, the capacity and the type of guest.
More in our guides to major sporting events and festivals.