Today, on the blog we continue our Staff Spotlight series to help you get to know the people who help make your event a success! This week’s installment features an interview with Kristen O’Malley, our Director of Guest and Exhibitor Services for the Massachusetts Convention Center Authority.
Kristen, what exactly do you do in your job role?
In my role as the Director of Guest and Exhibitor Services, I lead a staff of over 85 employees. I am fortunate to have an amazing team that truly excels at customer service. Our Exhibitor Services Team is responsible for ensuring that exhibitors’ requests for services are met and proper communication of information is delivered to other departments within the convention center. Our Guest Services Team is a great resource for attendees and clients: they welcome attendees, direct them to locations in the building, and share city information.
What does a typical day look like?
When an event is up and running, our friendly staff of Guest Services Associates can be easily distinguished by their Red Blazers and are strategically stationed throughout the facility at key areas, such as Registration and Transportation points. They are here to welcome attendees to the convention center and can assist with questions about both the facility and city of Boston. Our Exhibitor Services Team staffs a services desk to assist exhibitors with onsite service orders or questions about existing orders. We process orders for electrical, internet, plumbing, rigging, transportation, and telephones; and serve as the liaison between the exhibitors and the service delivery teams.
When there is not an event in the building that we are involved in, both teams are preparing for upcoming shows. There is a lot of forecasting and scheduling that needs to be done in Guest Services, we want to make sure that we are prepared with the correct amount of staff for all upcoming shows. The Exhibitor Services team is always getting ready for events that are on the horizon, answering exhibitor emails and phone calls in the office–the majority of service orders are placed prior to the show moving into the facility. With the help of the Exhibitor Services Team, each exhibitor can be confident that they are well prepared for a great event.
How long have you worked for the MCCA?
I have been with the Massachusetts Convention Center Authority for 13 years.
Do you have a favorite moment of an event you have worked on?
My favorite moment working on events is when everything comes together. Our teams spend months in the planning process with clients and exhibitors. There are so many moving pieces, and many different departments, that come together for one common goal.
What do you enjoy most about working in the events industry?
The event and convention industry is always changing. It is amazing to see what new trends are out there and how they will change the look and feel of an event. It is an exciting industry to be a part of.
What is one piece of information you would give to planners?
Use the building resources as much as possible. Our teams have worked hard to become the experts on our buildings; this can be such a great asset for planners.
Check out the previous posts in our Staff Spotlight series: Joclynne Bynoe, Event Services Manager named a 2016 Supplier of the Year by Smart Meetings & Katie Hawkes, Event Manager at The Lawn On D.
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