Programming + Concierge

Concierge is the command center of Common House. The expectation is that the Concierge team knows enough about every program to answer any member questions that they may encounter on a regular basis. The following things are referenced frequently:

  • TS has links to all programming ROS that will include everything listed below, but should also be discussed in depth in the programming and concierge weekly meetings

    TS is also how the larger internal team is made aware of space blocks for programming events

  • Concierge will manage all RSVP lists in Splash, and will export the guest lists for those events that need further confirmation emails or charges

 Programming + Concierge Workflow

  • In order for the concierge team to do the above, the programming manager must complete an ROS/planning doc for each program. This doc should be linked in the “Additional Notes’ section of TripleSeat.

    ROS Template

    • All programming tickets are charged through Square using the invoice function. Prior to charging, concierge will create the item in Square. The price of tickets can be found in the Splash listing of the event on the ‘Goings On’ website, as well as in the ROS created by the Programming Manager.

    • Members are charged for programming events the day of the event, unless otherwise specified by the Programming Manager. We will always charge tickets prior to the event, though if someone wishes to pay at the door, we will take payment that way as well.

    • Standard Programming Ticket + Pricing SOP

    • Creating an item/programming ticket in Square:

      • Items → create an item (blue button in top right corner)

      • Item name should match the title of the program (i.e. for a ‘Wines of Jura Tasting’, name the item ‘Wines of Jura’)

      • Categorize the item

        • Programming tickets

          • Wellness classes and workshops

          • NMG tickets to lectures, wellness, etc.

          • Makers classes

        • Beverage

          • Wine and cocktail tastings should be categorized as the type of wine or spirit being used (i.e. a whiskey tasting should be categorized as “Spirits - Whiskey”

          • Wine for pairing dinners should be categorized as “Wine”

        • Food

          • All food related programs should be categorized as “Programming Food”

        • The program location should be narrowed down to one singular House (i.e. CH1 only)

        • Taxes

          • For a food and/or beverage event: sales and meals tax

          • Makers and wellness classes: no tax

          • House party with F&B: sales and meals tax

          • House party without F&B: sales tax

        • Variations

          • Each item should have a member variation and a non-member variation

    • For programs that require a ticket price, it is easiest to keep track of who has paid and who has been invoiced by using a spreadsheet. Once the guest list has been exported, be sure to make all changes to RSVPs in both Splash and the spreadsheet.

    • To export the guest list, go to Splash / Event Page / Guests / Export

    • Copy the spreadsheet into a Google Sheet and share that doc with the concierge team, programming manager, and all manager(s) on duty.

    • Name the sheet “[Program Title], [Date]”

    • Clean up the data by:

      • Deleting the following columns: first name, last name, lists

      • Add the following columns: member tickets, NMG tickets, paid

      • Determine which names are guests of members by comparing the sheet to the Splash guest list - if a member has guests, mark the number of guests in the NMG column, and delete the rows with the guests’ names

    • Insert check boxes into the paid column as appropriate

    • Edit the invoice template

      • Invoices / Settings / Invoices / Square Invoice / Edit (bottom right)

      • Name the invoice, i.e. Jura Wine Tasting

    • Add a message – example:

      • “We’re looking forward to seeing you at our wine tasting this evening! Please settle the payment prior to arrival.”

    • Add the item(s)

      • Typically, it’s easier to remove than it is to add, so make sure each variation is added to the invoice.

      • Add the service charge, if applicable

        • Only events that have service should have added gratuity (i.e. beverage tastings, yes; yoga classes, no)

      • Save the template

    • Send an invoice to each member

      • Invoices / Overview / Send an Invoice

      • The template will automatically populate

      • Select the customer (search the member’s name + their profile will come up)

      • Confirm the number and variations of the items correspond to their RSVP

      • If there is a card on file for the member:

        • Payment Options / Payment Methods on File / Select the card on file

        • Click the blue ‘send’ button in the upper right hand corner

    • As members are charged, check the corresponding box in the ‘PAID’ column in the spreadsheet.

    • If a member is invoiced because their card declined or because they do not have a card on file, write “invoiced” in the cell instead.

    • Refunds are handled on a case by case basis.

    • If a member asks for a refund because they can’t attend, a refund should always be issued.

    • Members that are a no-show for an event, but request a refund, should always be refunded.

    • If there is uncertainty surrounding a refund, loop in the General Manager.

External Communication (via concierge related to programming events)

  • “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.”

    “If you’re in a couples membership, your RSVP counts for just you and any nonmember guests. Please contact concierge if you’d like to add your partner to this program.”

  • Includes dining + social hall for things like special brunches or dinners

  • Don’t say how many adults, say how many guests

    • Events that need additional confirmation emails are going to have a member ticket price of $45+, or for large-scale food events like Oyster Roast or Crab Feast.

    • The Concierge confirmation email should be sent three business days prior to the event.

    • If the event is on Wednesday, confirmations need to be sent the Friday prior.

    • These confirmations should be sent to each member individually.

    • The confirmation email should confirm the number of member tickets, the number of non-member tickets, the day tickets will be charged, and the total plus tax and gratuity (if applicable). Additionally, request that members confirm the details one business day prior to the event.

    • If a program is canceled or rescheduled, the Programming Manager will send an email to the guest list via Splash. However, many of the Splash emails do not land in the primary section of most peoples’ inboxes, so Concierge will send an additional email to all members about the changes to the event. This email will be a mass sent to the Programming Manager and all members will be bcc’d in order to protect their privacy.

    • If the event is being rescheduled, but a new date has not been chosen yet, let RSVPs know that we will reach out to them as soon as the date is confirmed to offer them spots on the list ahead of the rest of membership.

    • If the event is being rescheduled and the new date has been chosen, notify RSVPs of the new date and ask them to confirm their attendance for the new date. The deadline to confirm their attendance should be either three business days after the email has been sent, or 24 hours prior to the event if the event is within three business days.

    • If a member doesn’t receive the cancellation info and shows up for the canceled program, offer a drink or snack on the house (discounted to member gifts or ask GM).

 RSVP Management

  • Most RSVPs are managed in Splash. However, if the program is held in a multi-use space (Social Hall, Dining Room, etc.), RSVPs will be taken directly by the Concierge and input into SevenRooms. This is because the Concierge needs to map reservations to specific tables to ensure the room does not get overbooked. 

    • All changes to RSVPs must be made directly with the Concierge. Unfortunately, changes cannot be made on the member portal.

  • Cancellations:

    • If a member cancels their RSVP and there is not a waitlist for the event, Concierge will change the member’s status in Splash to “Not Attending.” There are no further steps to take in this instance.

    • If a member cancels their RSVP and there is a waitlist for the event, Concierge will first need to ensure that RSVPs in Splash are closed prior to changing the member’s status to “not attending.” If RSVPs are not fully closed, and someone is taken off the attending list, Splash will open the RSVPs again and allow new RSVPs to bypass the waitlist. Once the RSVPs are fully closed, Concierge may adjust the guest list without skipping the waitlist.

      • Close RSVPs in Splash: Event / Settings / Registration Status / Close RSVPs Indefinitely

  • Waitlist:

    • We should always try to avoid a waitlist. It is currently a very manual process, so increasing the capacity (if possible) for the program is always preferred to creating a waitlist. If a member wants to attend an event, we should try to accommodate. 

    • If the event is more than three days away and there is a waitlist of 10 people or less, Concierge should fill open spots by reaching out to members individually in the order that people were added to the waitlist. When reaching out to waitlisted members to offer them a spot, be sure to include a response deadline, and if they do not respond by that deadline, offer the open spot to the next person on the waitlist. 

    • If the event is within three days, or the waitlist is longer than 10 people, Concierge should send an email to the entire waitlist notifying them that there are X number of spots available, and those that are first to respond will receive them. This email should be sent directly to the Programming Manager and all waitlisted members should be bcc’d in order to protect their privacy. 

    • If there are no available spots four hours prior to the event, an email should be sent to the entire waitlist notifying them that all spots for the event have been confirmed. This email should be sent directly to the Programming Manager and all waitlisted members should be bcc’d in order to protect their privacy. 

    • House specific attrition guides to come