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Managers resource center
Everything you need to be a successful SNE Manger. Fun is waiting for you!
Table of Contents
Any underlined blue text below is a hyperlink to additional information or operational forms.
TD Job Description
Tour Director is the lead SNE site representative responsible to fulfill all operational, logistical aspects of the event. The TD is responsible for the primary feedback link to SNE home office. TD works along side the AD as a management team to run an event site according to guest itinerary. Prep ahead of time, necessary weekend management materials acquired from SNE to be familiarized with every detail of guest expectations and special conditions.
AD Job Description
Activity Director works closely with Tour Director to assist in fulfilling operational, logistical aspects of the event. The AD is the number two person in command with main concentration on execution of the event itinerary. Prep ahead of time, necessary weekend management materials to implement all on-site and off-site activities. Besides running SNE standard activities the AD will also cultivate local activities to enhance the itinerary and guest experience.
Responsibilities for TD's:
- Effectively delegate to and manage SNE tour staff.
- Run enhanced experience-based itinerary.
- Maintain tour paperwork.
- Make sure that suppliers and SNE staff are meeting guest expectations.
- Ensure that tour staff is in uniform.
- Personally meet every organizer.
- Be our primary PR person.
- Generate new organizer and tour staff leads.
- Diffuse problems when they arise.
- Implement efficient on-site marketing.
Responsibilities for AD's:
- Effectively delegate to and manage SNE tour staff.
- Be the event facilitator at each SNE activity (or delegate)
- Plan and implement entertainment such as games, contests, etc.
- Operate and control all functions of the Activities Desk.
- Account for all cash transactions and accounting documentation.
- Make available all the activities including at the hotel and off-premises.
- Be knowledgeable to answer questions on any of the available activities.
- Coordinate with SNE Photographer to take pics at photo op times
- Ensure that DJ is performing host activities and required announcements.
- Marketing all SNE packages at Activity Desk and throughout the hotel.
Team Selection
Working with our Staff Director (SD) site teams are assigned.
- SD shares preliminary event information with TD and AD. TD & AD connect and review site info and assignment.
- Zoom Call with SD,TD, and AD.
- Build rapport
Our Staff Director: Miss Eleanor
Itinerary Flyer QR Code
Itinerary Link
- In order for guests to get the event itinerary they will need to scan a QR code or visit the activities desk. These QR codes will be available on numerous marketing materials and posters.
- Shopping
- Skiing
- Snowtubing
- Local attractions
- Casino
- Roller Skating
Off Site Activities Pre Trip Plan
- Activity directors are required to submit a detailed off-site activity plan 7 days in advance of the scheduled event. This to include the activity, scheduled time, activity contact information and detailed directions. This is done using the check list below:
- Off Site Activities Check List
Food And Open Bar - BEO Link
AD: On Site - Non Theme Activities - Games: Decorations/Prizes/Budget
Prizes and decorations are purchased at Walmart, Dollar Tree or Five Below, Party City or Amazon. Prizes: ($85-$100) Decorations: ($35-$50)
Must purchase 1st, 2nd and 3rd place ribbons for organizer recognition.
Every Winner receives a SNE bag.
Birthday Guests-each receive a bag (if you have enough-after setting up other prizes first)
More Games and Contest
- Bingo
- Uno
- Spades
- Sign up sheet
- High heels and hard bottoms
- Best Dressed from the Decade You Were Born
- Speed dating
- Hula hoop competition
- Musical chairs
- Ring toss
- Shoe Dazzle (Best high heels, highest heels, best men’s shoes and best unique shoes)
- Pajama Contest
- Dirty Minds
Recognize The Organizer
It is absolutely imperative that we recognize the top three organizers on your event. This can be done either Saturday night or Sunday if you have a Sunday program.
- 1st Place-$10 gift+bag+$50 SNE Certificate+1st Place Ribbon
- 2nd Place-$5 gift+bag+$25 SNE Certificate+2nd Place Ribbon
- 3rd Place-$5 gift+bag+$25 SNE Certificate+3rd Place Ribbon
AD: Activities Desk
Activities Desk Hours - Staff Assigned to Desk
- Confirm that the printed itinerary matches these hours. If not, adjust the hours to match what is in print.
- Friday Night: 9:00PM – 12:00AM:
- Saturday: 8:00AM – 11:00AM, 1:00PM – 4:00PM
- Sunday:8:30AM – 11:00AM
Activities Desk - Set Up
Main information AND marketing hub for event. Every activities desk should be set up as:
- Minimum of 2 ,10×4 foot tables connected together and covered with a tablecloth
- If space allows add an additional wing with 2 more 10×4 foot tables connected together making an L shape
- Hang SNE 2×4 info banner from the front of the most visible tables or on the wall behind the tables
- Have 6-8 helium balloons
- Each activities desk is made up of two sections. Signup and what’s happening section AND a marketing section
- Activities running are displayed in a stand-up plastic table stand with the corresponding sign up sheet on the table in front of it
- An easel and easel pad can also be used to provide additional information
- The marketing section which is equally as important as our upcoming events flyers and posters
Activities Desk - 411 & Sign Up Section
- Activities running are displayed in a stand-up plastic table stand with the corresponding sign up sheet on the table in front of it
- An easel and easel pad can also be used to provide additional information
- The marketing section which is equally as important as our upcoming events flyers and posters
AD: Activities Desk - Photos
- Prior to the buses arriving each AD must text send 2-3 photographs of their activities table, one of the info section and one of the marketing section. Also they must text 2-3 pics of their banquet room decorations.
Activities Desk - Marketing Section
- Each activities desk has four table easels. You’ll receive approximately four 12×18 event posters and 50 flyers per upcoming event. The posters are placed on the easels and flyers are distributed on the table in front of the posters.
TD: vendors
- Sign up on line only
- All Authorized Vendors will be prepaid
- NO payments accepted on location
- NO selling raffles, food/beverage or offensive products
AD: The DJ
The DJ is a critical communication link with our guest. All of our DJ’s are under contract to promote our itinerary, on and off site activities and future events.
Guest on the dance floor
Announcements
- Pitch Weekend Activities
- Shout Outs – City, Organizers, Birthdays
- Mentions SNE Once an Hour
- Display Slides if available
- Assist running ballroom activities
DJ Rider
TD/AD: Pre Trip PREPARATION
TD: Review Contact, BEO's, Itinerary, Hotel Setup
- Meal times, menu items, planned ballrooms for food service and parties
- Planned site decorations and signage
- Activities Desk setup and signage
- On-site activities, games and contest
- Off-site activities and needed reservations
TD/AD: Make A Pre-Event Site Visit or Zoom Mtg
- SD sets up meeting with key hotel contacts
- See event calendar for possible date
AD: Complete Off Site Activities Check List
AD: Hotel Site Box
- Banners Act Desk 2X4 (Supplied by SNE)
- Banner DJ Stage 3X8 (Supplied by SNE)
- SNE String Back Packs (Supplied by SNE)
- (4) table easels (Supplied by SNE)
- Site party decorations*
- Duct Tape(1)*
- Calculator (1)*
- Plastic Table Stands for Activities Desk (10)*
- Pens & Colored markers*
- Assorted Paper*
- Packing tape*
- GAMES:*
Bingo Cage & Balls, Bingo Daubers,
Yahtzee (4), Uno (4)
Dominoes (4),
Poker cards (4)
* Managers are responsible to purchase some of the Hotel Site Box items and are reimbursed from SNE when they submit a valid expense report. Many of these items can be purchased at a local dollar store or on Amazon. Please see the Amazon Hotel Site Box Supply Sample List in the Managers Download & Links section at the bottom of this page. Please Note, no site needs all of these items but this list is presented as a source for individual, per item site needs. Also note that this is an expanded list and not all these items will apply to each event.
Your team-communication flow during event
Good managers are able to build rapport with their fellow team members and SNE suppliers (hotel staff, bus drivers, DJ, etc.). Another key attribute is the ability to work with people and delegate tasks when necessary.
TD/AD >> Guest/Organizers
- Meet each organizer
- Check with them throughout the event
TD >> Hotel Staff
- Make sure suppliers are providing as per agreement
- > Front desk manager
- > Manger on duty (MOD)
- > Food and Beverage director
- Decide who can get things done for you!
TD >> 911 to office
- Soul Nation Events has an operations manager on call during events to deal with issues that site management cannot resolve. This call should only be made in the event that our site management has done everything in their power to resolve the issue and needs further assistance.
TD >> Vendors
TD >> Bus Drivers
- Assignments: Sat; First In, First Out Sun:
- 15 hours duty, 10 hours driving, 9 hours off
TD >> Security
- Most SNE events we have security. The security is not to physically engage any guests at any time. The security is either provided by SNE or the hotel. You need to work closely with security personnel to resolve difficult situations. They are to be assigned certain locations throughout the event. If they are not responding contact their boss first then if needed notify the operations manager on call with SNE911
TD/AD >>CIC's
- Weekend Assignments
- In Uniform at all times
AD >> DJ
AD >> Off-Site Vendors
TD/AD site box-Pre Departure
This information is organized by the management team and staff director prior to any event departures.
Event Theme Decorations
Signage
Games
Directions
Miscellaneous office supplies
Giveaways - Prizes
Contract & BEO's
TD/AD: event Info Packet
This information is sent from the office to the hotel the week of the trip.
Itineraries QR code Flyers
Wristbands
Theme Party Items for Purchase
Marketing Material
Weekend Paperwork
- Charter order and rooming list including staff and drivers.
- Alpha name list .
- Any checks
TD/AD: Marketing
A major responsibility of our tour management is the marketing of future SNE events.
TD: Room Info
The itinerary and marketing material must be placed in each room prior to the bus arrival. If the hotel will not facilitate this then a SNE staff person must distribute this information in each room on Friday night upon arrival. This cannot be overstated! A guest without an itinerary is like a person driving on a long distance trip without a map.
AD: Activities Desk
4 table easels, 4 posters, 50 flyers per upcoming even. The posters are placed on the easels and flyers are distributed on the table in front of the posters.
AD: DJ:
The DJ should be constantly promoting SNE. They’re required to mention Soul Nation events at least once per hour.
AD: Banquet Room
We Supply approximately 100 additional event cards to be distributed in the banquet room throughout all of the events. These should be prominently placed on each table for all SNE functions.
Post Trip communications
Each manager is required to file an online post event report.
Managers Work Flow - Over Night trips
The TD’s primarily responsibility is to work with the hotel, bus drivers, security and CIC’s (shared). The AD is responsible to run activities and manage the activities desk. Both managers work closely with CIC’s. Quality CIC’s should be solicited to help where needed. Working as a team and delegation is critical.
Have a Site Visit or Zoom Meeting With Hotel Management
Pre-Event Info Flow
- TD: Approximately 10 days prior: You’ll Receive “Preliminary Charter Order
- AD: Approximately 10 days prior: AD submits off-site activities pre-trip plan
- TD: Monday Prior: Connect with hotel Key contacts
- Tuesday Prior: TD/AD review and finalize event logistics
- TD:Wednesday Prior: > Receive Charter and rooming list – Review bus pickups, expected arrival times, rooming needs, etc. >AD:SUPPLIER CHECK – DJ: Have a call with the assigned DJ and Review DJ rider.
- Thursday Prior: email or call SD with any questions or concerns
TD/AD: Day Of Departure -
- Map out your travel- Anticipate Traffic
- Plan to arrive at the hotel at least 4 hours prior to the first bus
- Be in Uniform
ARRIVE AT THE HOTEL 3-4 HOURS PRIOR TO THE FIRST BUS
- Locate Your Event Info Packet
- TD: Confirm that rooms and room keys are ready
- AD: Set Up Activities Deck
- AD: Decorated the banquet room as per the advertised theme.
- TD: Set Up ID Check station if used by hotel (locate bands)
- TD: Get SNE “Room Info” in rooms!!
- TD: Meet with the manager on duty (MOD) and review any food and beverage requirements ( items and number of bartenders)- ARE THEY READY?
- TD: SUPPLIER CHECK – Hotel: Is the bar set up with the contracted items? How bartenders are there be bar set up?
- AD: SUPPLIER CHECK – DJ: Meet the DJ and review their responsibilities. Review the Itinerary. Discuss the needed announcements and marketing
- TD: SUPPLIER CHECK – Security Meet and review their responsibilities. Confirm cell number (call it!) Give Sat assignment
- Review the Itinerary.
- Use the persons name. People love to hear their name.
Buses Arrive
- HOLD BUS DRIVER AND CIC ROOM KEYS
- TD: SUPPLIER CHECK – Security Is one security person assigned and present at the front desk?
- Guest Should Remain on Bus
- CIC brings in and introduces you to the Organizer(s)
- Bring room info to bus.
- TD: Make a quick ‘Welcome” Announcement:
- Inform everyone to go to the Activity Desk for Itinerary updates, trip activities and signups
- Have CIC distribute room keys
- TD: Meet with CIC – Confirm cell number (call it!) Assign CIC to Activity desk or room info distribution. Hold room key.
- TD: Meet with bus driver – Confirm cell number (call it!) Share the drivers weekend assignment – use the Bus Driver Assignment Form– Give room key to driver
Work the front deck to get everyone in their rooms
SUPPLIER CHECK - Keep a constant watch on the bar. If needed, delegate to a CIC to help.
TD: Staff Meeting
- Introduce your management team.
- Build rapport – Use the persons name. People love to hear their name
- Review Itinerary and activities
- Assign Staff
Friday Night Party
- AD: The room should be decorated as per the advertised theme.
- AD: Working with the DJ the AD should be facilitating our party and contest.
- TD: SUPPLIER CHECK – Security A security person should be present during the party.
- TD: SUPPLIER CHECK: Watch the Bar and DJ
- Have some fun
Rest Of Evening
- TD: Handle any issues
- TD: SUPPLIER CHECK – Security A security person should be walking the hotel and room floors.
- TD: SUPPLIER CHECK: Watch the Bar and DJ
- Have some fun
First Morning
- Arrive 1 hour prior to the scheduled start of breakfast
- TD: 8AM Staff breakfast meeting. Review Staff assignments – use Staff Assignment Form
- TD: SUPPLIER CHECK – Hotel: Check Items to contract. Is the breakfast set up, HOT and properly staffed? Is the banquet room set up?
First Day
- AD: Run the itinerary.
- AD: Offer games and activities.
- TD/AD: Manage drivers and CIC ‘s on off-site activities.
Saturday Dinner
- Arrive 1 hour prior to the scheduled start of dinner.
- AD: SUPPLIER CHECK – DJ: DJ should be set up and have music playing during dinner.
- TD: SUPPLIER CHECK – Hotel: Check Items to contract. Is the dinner set up, HOT and properly staffed? Is the banquet room set up?
Saturday Night Party
- AD: The room should be decorated as per the advertised theme.
- AD: Working with the DJ the AD should be facilitating our party and contest.
- TD: SUPPLIER CHECK – Security A security person should be present during the party.
- TD/AD: SUPPLIER CHECK: Watch the Bar and DJ
- Have some fun
Rest Of Evening
- TD: Handle any issues
- TD: SUPPLIER CHECK – Security A security person should be walking the hotel and room floors.
- TD/AD: SUPPLIER CHECK: Watch the Bar and DJ
- Have some fun
Second Breakfast
- Arrive 1 hour prior to the scheduled start of breakfast.
- AD: SUPPLIER CHECK – DJ: DJ should be set up and have music playing during breakfast.
- TD: SUPPLIER CHECK – Hotel: Check Items to contract. Is the breakfast set up, HOT , and properly staffed? Is the banquet room set up?
Second Day
- TD: Run the itinerary.
- AD: Offer games and activities.
- Manage drivers and CIC ‘s on off-site activities.
From Hotel to the Concert – Hotel Departure
- TD: Have buses line up in the parking lot.
- TD: Advise Group Leaders of Bus Load & Departure Times
- Buses with multiple drop off locations. Separate the luggage bins by group. Label separate drop-off locations on luggage bays.
- TD: SUPPLIER CHECK – Security A security person should be present during the check out.
- All rooms will be checked for damages, Buses will be held pending room damage resolution.
- No bus is to depart without release from the hotel.
- Board each bus and with the microphone: Publicly acknowledge and thank the organizer. Thank everyone for attending . Let everyone know we hope to see them on a future Soul Nation Event.
Bus Announcements From Hotel to the Concert
- Buses drop off guest a short distance from the concert venue. The buses will remain in these locations for pick up after the show.
From Concert to Home – Trip Home
- Everyone should be on the bus that brought them from the hotel.
- CIC should with the microphone: Thank Group Leaders, Thank Bus Driver
- Market ELG Products (Crab Feast, etc.)
Challenge Situations
Bedding Problems
- One person should not be working the front desk check in. A CIC should be assigned to assist the manager, also one of our security personnel should be present during check-in until all bedding issues are resolved.
- Remove the guest from the front desk area. A key part of your job is to not allow the guest to intimidate the front desk personnel. If Needed have one of our security personnel with you.
- Getting everyone in the rooms with proper bedding an be a challenge upon checking in . This is caused by limited supply and last minute updates and changes.
Handling Tough People
- Acknowledge the concern
- Be empathetic, not sympathetic
- Show effort to resolve the issue
- Respond with confidence and knowledge
- Earn their respect
- If the person is drunk or belligerent you should solicit the help of our security
Food- Bar Issues
- Importance of pre-event meeting and review. Most of these issues can be avoided if you have a good rapport and understanding established with the responsible person.
- Make sure you are checking the supplier at least one hour ahead of scheduled food and beverage services.
- Meet with thee responsible person, have the contract present, and work with the person to meet the expected and agreed upon services.
Bus Driver Missing or Irresponsible
- Bus drivers can sometimes be difficult to work with.
- It’s important that you hold the drivers key upon arrival to ensure that you have a face-to-face meeting to discuss expectations and bus driver assignment.
- If a bus driver is being difficult first try to resolve the issue. If you cannot resolve the issue reach out to the bus companies dispatcher.
- If the dispatcher is unable to resolve the issue call SNE911 in the morning to involve the SNE manager on duty.
Bus Breakdown or Late Arrival
- If a bus breaks down you should be notified by the CIC or bus driver.
- It’s ultimately the Bus Driver’s responsibility to get the bus back on the road.
- He or she should be in touch with his dispatcher.
- Your job is to manage this and stay in the loop with the bus driver, CIC , and bus dispatcher.
- Reach out to the bus dispatcher to ensure that the driver and his company are doing everything necessary to get the bus back in service.
- Keep the hotel in the loop.
- Have few CIC’s available upon the bus arrival to help with the luggage and welcome the guests.
Hotel - Bus Damage or Smoking In Rooms
- Like in any hotel stay guests are responsible for any damages to the room this includes smoking.
- Upon check out before you release the buses you need to get clearance from the hotel.
- If there is any damages you are to escort the responsible people off of the bus and bring them into the hotel to collect damages.
- You are to act as a liaison between the hotel and the responsible guest to help collect damage fees.
Injured /Sick Guest
- SNE staff are not to administer any medical assistance unless it’s a life-saving situation like CPR.
- Best assess the situation and involve the hotel staff (MOD).
- If needed, the hotel staff should call for emergency assistance.
- We are not to provide any medical transfer services to or from urgent care or a hospital.
Managers Download & Links
- Pre-Events site visit checklist
- On-site themes, activities, games & contest
- Amazon Hotel Site Box Supply Sample List. Please Note, no site needs all of these items but this list is presented as a source for individual, per item site needs. Also note that this is an expanded list and not all these items will apply to each event.
- DJ Rider
- Managers Agreement
- Staff Assignment Form
- Bus Driver Assignment Form
- Managers Expense Report
- Managers post-event report
*CIC’s association with SNE is AS A VOLUNTEER AND NOT AN EMPLOYEE AND THEREFORE NOT COVERED UNDER ANY WORKMANS COMPENSATION BENEFITS. CIC’s ARE AWARE THAT SKIING, OPTIONAL ACTIVITIES AND PARTICIPATION IN ANY SCHEDULED ACTIVITY OR AGENDA DURING THE TRIP IS AT THEIR OWN CHOICE, RISK AND RESPONSIBILITY, AND IS NOT A CONDITION OF ASSOCIATION WITH SNE.
JOIN IN 4 EASY STEPS
- Complete staff application
- Attend a Zoom training
- Buy staff uniform
- Tell us when you are available
PAID POSITIONS OPEN ON OUR MANAGEMENT STAFF?
You must complete a staff application.