FAQ Prog — CH Intranet

Setup:

Check that previously discussed floor plan is completed on time by FOH staff and still compliments the program production plan/ alert team if any last minute changes are necessary
Confirm that hospitality initiatives are in place with on-site staff (FOH, concierge) for the programming partner
Greet programming partner upon arrival, if applicable
Greet members during the program start time, if applicable

Execution:

Introduce the performer / speaker / host over mic with prepared remarks
If program manager is unavailable, an FOH manager will conduct the intro (if staffing allows)
FOH teams and manager on duty to oversee execution of any food/bev components of the program

Breakdown:

Thank the programming partner at conclusion of event if applicable, or send an email the following business day
Communicate with the FOH staff when they can begin breakdown/reset of the room (can typically wait until the end of the night in most cases if members onsite have other needs)

Reporting:

Take notes for improving next time (get recap if not present)
Confirm with concierge final number of attendees
Tally any additional charges that should be allocated towards the programming budget

If an inquiry is not on brand as a program, send to the private events team
If the inquiry wants to sell tickets to the public, it is most likely a private event
If the inquiry is a non-member who wants to do something self-promotional (like a book launch), it is most likely a private event
If it is on brand and there are tickets, but the partner is unwilling to do something special for members, like a discounted ticket or additional benefit for CH members only, then it should be a private event

Staff should only be provided if guests are in need of food/beverage service. Non-revenue generating programs that require staff can be a burden on labor, but programming is all about member engagement so it is sometimes necessary.
The FOH manager on duty should be fully prepped on the program to direct staff appropriately
Staff assignments for each program should be discussed by the FOH manager at their daily DUS meeting and not be strictly written out on the schedule to allow some flexibility for last minute changes

Do not book programs on the Sunday of daylight savings
Do not book any large programs the Tuesday after a holiday weekend (when people have the Monday off) because the Weekly gets lost in inboxes

Try to always avoid waitlists and instead overbook by five RSVPs for paid programs.

Concierge should collect all payments the day of the program unless the kitchen has to order food ahead of time.

Include this language in email after RSVP:

“[first_name], thanks for RSVPing to [title]!

Looking forward to having you with us! As a reminder, if you’re in a couples membership, your RSVP counts for just you and any nonmember guests. Please contact our concierge if you’d like to add your partner to this program.

If applicable, concierge will charge your card on file (for you and any guests) 24 hours before the program. Please contact concierge if you'd like to handle the nonrefundable fees differently.

Go to the calendar view on the left hand side of the screen (third icon from the top)

Click the date you’d like to make an event and click the box. Once you click the day “Create Event” should pop up. Click “Create Event”.

Title: PROG: [insert name of event] - including PROG is how to differentiate on the shared calendar

Entire date + time (it will prompt you to include setup and breakdown times, but you do not need to)

Room(s) - select rooms (include rain plan alternate space, if applicable)

Status: choose “Definite”

Contact: Click “Add Contact” then search for your name (or programming manager’s name)

Type of event: choose from dropdown “Programming”

Under “Additional Information” copy and paste ROS link, print needs, floorplan link, rain plan, RSVP document link, capacity number + payment information.

Once the event has been added to the shared calendar, click “Docs”/ Click “add a document to this event” / Click “Contract & Event Order”

Go into “Kitchen Notes” and add what you need from the kitchen including number of RSVPs, times things need to be ready, etc.

If there is an F+B component within the program, confirm concierge has printed the BEO for the kitchen

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