The Journal
Hospitality, events and the people who run them
Columns by Clisman E. Preste Pajares, General Manager of Arts Ballroom in Philadelphia.
OperationsWhat a venue general manager actually does on an event dayGuests see a smooth evening. Behind it, a general manager is doing a quieter kind of work: sequencing, noticing, deciding and keeping everyone steady.OperationsThe event-day checklist: from load-in to lights outA good checklist does not replace judgment. It frees attention for the things that need it. Here is a practical structure for an event day, from the first delivery to the final lock-up.PeopleBuilding and leading an event staff teamEvent teams form quickly, work intensely and disband at night. Leading one well means building trust fast, setting clear expectations and treating people as professionals.PeopleTraining for guest service: the small habits that guests noticeGreat service is rarely about grand gestures. It is built from small, repeatable habits that make guests feel seen. Here is how to train for them.OperationsWhen something goes wrong during an event: a calm playbookEvery event day carries some risk of the unexpected. What separates a rough moment from a ruined evening is preparation, clear roles and a steady response.IndustryWhy hospitality is a people business: notes on teamwork in eventsVenues, menus and technology matter, but what guests remember is how people treated them. A look at why teamwork sits at the center of the events trade.