Check-in Process Tips from This Customer’s 20 Year Experience

No matter the size of your event, we understand how important a smooth check-in process is. Events run on a timeline from when the door opens to when the curtains close. A clunky check-in process can push back start times and potentially create a domino effect of your event’s timeline. This is inconvenient for both your attendees, not to mention your featured guests.

We at TicketSpice had the privilege of witnessing event organization at its finest and wanted to give you the inside scoop on how one customer crushed their check-in process! It was astounding to see the massive number of people they handled in such a short amount of time.

They checked in over 38,000 people in under 30 minutes!

As we share insider tips and details on this event’s check-in process, we hope you pick up some ideas along the way to help you crush your check-in process. Their success can be yours too if you follow their lead!

Check-in Stations

This event strategized and planned to have three main points of check-in: Security, Check-In, and a Help Desk. Since security was provided for by the venue, the team was able to focus on the two other areas of the check-in point.

The check-in station used the TicketSpice scanning app to simply scan the QR codes of each attendee. On the first day, the check-in team handed each attendee a badge and wristband to use for re-entry for the remainder of the conference. With the assistance of the TicketSpice check-in app, hundreds of attendees were checked-in every minute. Each attendee could pick from any line, each having two volunteers with scanners on each side of the line.

If an attendee had any further questions regarding their ticket, they were directed to the Help Desk area where volunteers were able to troubleshoot any questions and check-in attendees this way as well. The Help Desk also provided any VIP services for attendees that had special group seating or arrangements.

**TicketSpice check-in apps are available on both Android and iOS devices (should we link info on the app here?).

Volunteers

This team had 20 years of experience running this event and attracting the right volunteers. They accept volunteer applications a year in advance to the event, with volunteers given a breakdown and description of areas in which they can help. They were given details of the position months in advance and received communication from the organization along the way. Those who volunteered for check-in were assigned to a team and leaders to connect with once at the event.

Volunteers were assigned to either the check-in/scanning lines or to the help desks. Two volunteers were assigned per check-in line, both with scanners ready to scan tickets on either side of the line. Volunteers at the help desk were trained to handle issues with lost tickets, badges, VIP check-in, and any potential hang-ups attendees might run into.

There was cross training for volunteers for each check-in point. The cross-training allowed for relief and appropriate coverage if a check-in point needed back-up.  Volunteers reflected the attitudes of the team leads and were the pulse of creating and maintaining an exciting experience as attendees continued to flow through the doors. Volunteers cheered on attendees in line and celebrated with clapping and cheering.

Team Leads

Team leads were designated to oversee the whole check-in process, and they were crucial to this event’s set up. It allowed the flow of communication from volunteers to head event organizers to be filtered appropriately and saved the team from potential miscommunication from too many people trying to lead the charge.

Two team leads were assigned per section or door area. Each lead was responsible for monitoring the check-in devices, reporting check-in numbers and an up-to-date capacity of the venue to the event organizers, while also helping to facilitate and troubleshoot any issues along the way. These team leads started checking-in attendees one hour before each conference session. They were responsible for rallying together the volunteers for important updates and need-to-knows throughout the event and for helping set a positive tone before doors opened.

Team leads had direct communication with the head event organizer and filtered information between volunteers, themselves, and the event organizers to help reduce any potential miscommunication.

In all, this set-up helped set the tone for an excellent event before the doors opened. They understood that a great customer experience begins before the event itself. First impressions only happen once, and this team invested in their check-in process so much so that the rest of the event was set up successfully to be received and enjoyed by their attendees.

If you are looking to host an event soon, we recommend taking a page out of this event’s book: Invest in your check-in process and watch how this sets the tone for your attendees to enjoy the rest of their experience at your event!