A Day in the Life of a Hotel Event Manager
See how Command Center empowers a hotel event manager to orchestrate flawless experiences across every team, every time.
A New Reality for Hotels
Since the pandemic, hotels face a new reality:
Guests demand more, with cleaning expected 66% more often.
Staffing levels are at 24–76% of pre-pandemic norms.
Turnover averages 74% in the first year, making consistency difficult.
Wages and taxes have risen 5%, pushing costs higher.
Operations teams are being asked to do more, with fewer resources, less consistency, and higher costs!
Meet Alex, the Event Manager
Events are back, group bookings are up 30%, and they drive better margins for hotels.
But execution is everything.
This journey follows Alex, an event manager, navigating the challenges of ensuring flawless events through teamwork, communication, and real-time responsiveness.
Event Management is a Team Sport
Every department must deliver on expectations consistently and on time.
When frontline teams are aligned, guests have a great experience, which fuels positive reviews, stronger reputation, and ultimately more revenue.
Step One: Planning the Event
When the contract is signed and the space reserved, Alex works with each department and builds a work plan in the Command Center portal.
Each team member in each department will receive a detailed plan: what must be done, where, when, and by whom.
The Smith’s Wedding
Date: Aug 1, 2025
Maintenance
Room Set-up & Tear Down: Reception, Dinner, Dance floor ...
Food & Beverage
Food station set-up, appetizers, dinner service, refresh, clean-up...
Housekeeping
Restrooms, garbage...
Security Patrol
Perimeter, parking, pool...
Step Two: It’s Event Day, Staff Arrival
On event day, as team members arrive and check in using the Command Center mobile app.
Alex receives real-time SMS notifications, giving them confidence that the team is in place and freeing them to focus on what matters most, like the bride and groom, their guests, and their experience.
Step Three: Flawless Execution
Each staff member opens the Command Center mobile app to see their assigned procedures, down to the task level and track progress in real-time.
Set-up Begins
Date: Aug 1, 2025
Maintenance: Room Set-up
Room 253: Set up the Bar, 8 high tops, 6 garbage cans, DJ Table...
Room 254: 20 - 8 person tables, 8 chairs per table, 6 buffet tables, 2 clearning stations.
Room 275: Dance floor, bar, garbage disposal
Tasks are verified by scanning NFC tags for traceability.
Execution triggers notifications to individuals or groups via Mitel.
Alex monitors progress in real time, ready with data if clients ask questions.
Step Four: A Single Source of Communication
By embedding a softphone directly into the Command Center mobile application and integrating it with Mitel Unified Communications, staff have faster, easier ways to communicate, all in one place.
Step Five: Responding to the Unexpected
A curveball arises: an IoT sensor triggers an alert.
A notification and set of operating procedures are sent to maintenance via the portal.
A broadcast voice or text alert is sent to the relevant team.
Alex tracks resolution in real time, ensuring the client never sees the issue.
Step Six: Reviewing the Event
With the event complete, Alex and department managers pull audit-proof data to measure success and optimize future events.
The Big Picture
With real-time operational data and communications, hotels can:
Ensure consistent service quality
Implement best practices to optimize resources
Simplify onboarding and speed up training
Reduce risk of service failures
Command Center gives operations leaders confidence that every detail is executed, every time.