Unit 4 HOSPITALITY At the end of this unit, you will be able to: Effectively plan for the needs of guests and program participants; Plan for the use and needs of interpreters; Address event-related ADA requirements. Factor VIP guest requirements into your protocol plan. We provide the following information to assist you in welcoming and handling arrangements for honored guests, foreign visitors, speakers, sponsors, funders, and celebrity participants. With pre-planning and attention to these details, you will show respect for your guests, insure their comfort and safety, confirm that the rules of protocol and etiquette are addressed, and contribute to the overall success of your event. $: Remember that many of these items have a price tag and must be factored into the event budget. Itinerary/Schedule Provide printed itinerary of the visit and event schedule to visitor in advance of arrival and again upon arrival. Have the schedule translated, if necessary, and available in both English and the visitor s native language. Include contact names and telephone numbers for: Host Fellow program participants/speakers Event manager Interpreter Transportation provider Hotel cw545-unit4 1 The George Washington University November 2002
Arrivals Medical emergencies A visiting guest of honor, especially a foreign visitor, should be met at the airport or train station. The rank or status of the visitor will determine the level of the greeter. At times, it may be appropriate to send only a car and driver. If the visitor does not speak English, an interpreter must accompany greeter. Provide the visitor with a detailed schedule with contact telephone numbers. Transportation and Parking Make arrangements with a transportation company or someone within your organization to meet the visitor upon arrival and confirm these arrangements the day before arrival. Send transportation information, including office and mobile telephone numbers and contact name, to your visitor in advance of arrival. Inform the visitor upon arrival and in the printed schedule if he/she will be picked up for each move from hotel or event and by whom. If the visitor is driving from out of town, provide a map to the hotel and event site and include parking information for each destination. Provide information about public transportation in your city. Lodging Confirm the hotel reservations several days in advance of visitor s arrival. You may wish to place welcoming flowers, fruit, cheese, sweets, beverages, or a small gift in your visitor s room with a personal note of welcome from event host. Place another copy of the event itinerary in the room. Provide the check-out deadline and instructions in itinerary/schedule. Entertainment Find out ahead of time if the visitor would like to tour the city, visit specific sites, exercise or play a sport, or attend the theater or a concert. Provide information and/or tickets and escorts to local attractions, when appropriate. Include entertainment options in the printed schedule that is sent prior to arrival. Include information about your city in the welcome materials. Companion (Spouse) Programs If the visitor is traveling with a companion, plan in advance for tours or entertainment if the companion is not expected to attend all of the portions of the cw545-unit4 2 The George Washington University November 2002
primary event. Assign escorts/guides to the companion for the outings. Inquire in advance to determine if an interpreter will be needed. Meals Expenses Make it clear IN ADVANCE OF THE VISIT when meals will be provided and/or reimbursable and when the visitor must make their own arrangements and cover their own expenses. Provide the necessary forms to record expenses or claim reimbursement. Provide a list of restaurant suggestions. Dietary Restrictions For all of the food and beverage services you provide to your visitor, make certain that their dietary restrictions and personal preferences are considered. Ask for guidance in advance. Consult with the caterer and other purveyors to insure that special needs are addressed. FOOD FOR THOUGHT Don t spoil your guest s visit or his/her perception of your organization by failing to observe their customs, preferences, or dietary restrictions. Here are a few things to keep in mind as you plan food service for your event: Muslims do not drink alcohol or eat pork. Do not serve it to any of your guests when your honored guest(s) is of the Muslim faith. Remember to instruct caterer not to use either in food preparation. Different sects of the Jewish faith follow different dietary guidelines. Learn what they are for the guests you will entertain. Know when you must hire a kosher caterer. There are many forms of vegetarianism. If you receive requests, ask for specific information. Food allergies or other health concerns must be addressed. Ask questions. Don t attempt to provide a meal that is typical to a visitor s native country unless you are working with an embassy or local authority for authenticity. Visitors do not expect to have food from home while visiting another country. Always ask your caterer to be prepared with vegetarian or heart-healthy options for the few guests who may ask. When possible, print menu card or include menu in event program so guests will know what they are eating and can avoid problem foods. cw545-unit4 3 The George Washington University November 2002
Be responsible in the serving and control of alcohol. Recognize when the nature of the event and/or the guest list is such that alcohol is not appropriate. DO YOUR HOMEWORK BEFORE THE VISIT AND ALWAYS DISCUSS ARRANGEMENTS PERSONALLY WITH HOTEL, CATERER OR OTHER PURVEYOR. Smoking If the visitor is from outside the United States, provide information on smoking regulations in the hotel, in limousine and escorts cars, and at event site. If possible, locate an area where guests are permitted to smoke. Contracts/Fees/Honoraria Provide, sign and return all contracts in advance of arrival. Provide necessary forms for requesting reimbursement. Speakers, performers, and musicians often include a rider to their contract that lists specific requirements for audio-visual equipment, dressing room supplies, and food and beverage. These requirements can have a profound effect on your site plan, protocol plan, and budget. READ THE FINE PRINT. Once you have signed a contract, you have agreed to provide all of the things listed in the rider to the contract. Confirm when the payment of the fees is due and meet all deadlines. Interpretation Requirements It may be necessary when entertaining international visitors to use an interpreter to enhance your ability to understand and be understood. You may also have participants or guests who are hearing impaired. Determine interpretation needs in advance of their arrival. Does the visitor travel with an interpreter, or will you need to provide one at all times or for various parts of the event? Be aware of the following: Consecutive Interpretation (interpreter speaks after the speaker) Effective for small gatherings or one-on-one discussions. Necessary to allot more time for meeting/program than normally required. May need to sit behind or next to guest on dais, at conference table, or dining table. Be prepared to brief interpreters on the nature of the event, occasion and principals, and provide copies of speeches and conference agendas in advance. Some VIPs visitors will travel with their own interpreter. Confirm the arrangements before arrival. cw545-unit4 4 The George Washington University November 2002
Always speak clearly and use short sentences, and speak directly to your guest, not to interpreter. State Department can provide referrals. Simultaneous Interpretation (interpreter translates while speaker is speaking) A sound-proof booth is needed for each language required, along with a sightline to the speakers for each interpreter, all of which must be factored into the site plan and budget. Participants will pick-up receivers/headsets as they enter and plug into consoles at table (or seat in auditorium), and tune to appropriate channel. Hire only professional interpretation services with the highest quality equipment and personnel. Provide copies of speeches to the interpreting service in advance, when possible. Ask for and check references. Sign language interpretation (for the deaf) In a one-on-one discussion, the interpreter sits next to the hearing speaker and faces the deaf guest. If interpretation is required for long period of time, two interpreters will be required and will alternate every 15-20 minutes. Special seating for members of the audience who are deaf may be required at the front of the auditorium or meeting room. Confirm the interpreter s requirements before completing your site plan and seating arrangements. Always speak directly to the guest, not to the interpreter, and never simplify your message or talk down to your guest. Provide copies of the speeches to the interpreting service in advance, when possible. ADA: A HELPING HAND A note about courtesy toward event participants or guests with disabilities: Learn about needs in advance of arrival. Ask questions. Be courteous, but not condescending or over-protective. A general offer of help is best: Please let me know if I may I help you in any way as you greet a guest upon arrival or as you sit together at lunch or dinner. Offer to assign a staff member (shadow) to assist special needs guest throughout the event. cw545-unit4 5 The George Washington University November 2002
Talk directly to the visitor and not about them to an assistant or aide. Don t call attention to a disability or ask for help from a third party without a specific request from your guest. Sit to talk to a guest/participant in a wheelchair if it will take several minutes to welcome him/her or brief them about the event. If you are asked to guide a blind guest, offer your elbow and mention obstacles that you are approaching. Ask where guest would like to sit when entering a room, or describe where you are placing them if seating is assigned. Do not pet a guide dog without being invited to do so. Make arrangements to have the use of a TDD telephone near your meeting room or at event site, when required. Provide assisted listening devises (ALD), if needed. Locate accessible restrooms at event site and inform hosts, volunteers, and greeters of their location. Confirm that your event and site meet all ADA requirements. ETIQUETTE ALERT! Use the terms deaf or blind when referring to or speaking to guests with those disabilities. SECURITY You learned in Event Coordination, and from your past experience, that safeguarding your event is a critical component of professional event management. Every effort must be made to identify and control the risks associated with events and with entertaining high-profile visitors or participants. This includes consideration of safety and sanitation issues, as well as security and emergency requirements. Of increasing concern to event and site managers, participants, guests, and support staff is establishing and maintaining a high level of security in public spaces. All stakeholders need to be reassured that an event site is secure at all times, and that there is a plan in place to handle both routine matters and emergencies. Strategic planning is a key element to achieving your goal of producing successful events that will meet the security needs of all stakeholders. The event manager must consider everything that could go wrong and make arrangements to handle security issues that can arise prior to or on site at an event. On most occasions, the event manager works in partnership with outside security authorities that represent the government, the sponsor, the event facility, or a particular guest or cw545-unit4 6 The George Washington University November 2002
participant. Know that you must be flexible as you deal with security personnel who will be assertive as they promote their agenda. It may not be the same as yours, but your goal should be to find solutions that meet the needs of all stakeholders. Security Checklist Security concerns must be addressed before you can complete a protocol plan. If you develop a security checklist for your event early in the planning process, the information you gather will help to insure that your plan is realistic and does not compromise the safety of your guests. Honored Guests/Participants Research the security requirements of your principals. Check with sources provided in Unit 2 or with sites where they have attended other events. Determine if level of security will dictate need to obtain ID information on all attendees, support personnel, vendors, etc. Site Request that a safety and/or security representative of the event site be available during your site inspection and have a list of questions to discuss. Assume that your event will involve VIP guests, and ask about: Secured entrances and exits Private holding rooms Guest screening procedures and equipment What ID information will be required for guests and support staff? Parking arrangements Cost, number and responsibilities of security personnel and equipment that site will provide Policy on the hiring of private security personnel Confirm capacity of spaces you are considering Schedule/Itinerary Consider: What will potential delay in arrival do to event schedule? Will security restrict your sponsor or funder s access to VIP? How will program change if VIP is a last-minute no-show? Will security sweep affect your production schedule? cw545-unit4 7 The George Washington University November 2002
How can you shorten/lengthen your program, if necessary? Media - What access will media have to VIP? How will it affect your site plan? Will you be permitted to release information about the event and when? Staffing How will security restrictions affect placement and movement of support staff? Budget Obtain estimates of security costs early in the planning process. Identify supplemental funds if security needs might increase with additional of VIP guest cw545-unit4 8 The George Washington University November 2002