Events succeed or fail based on staff execution. When workers lack clear direction on event day, bottlenecks form, attendees get frustrated, and lines slow to a crawl regardless of your planning efforts.
Staff management keeps everyone aligned from setup through teardown. This article outlines practical systems for managing event staff, from defining roles before the event to utilizing tools that streamline operations on the day itself.
1. Define Staff Roles Before Event Day
Defining staff roles early helps every worker understand exactly what they need to accomplish. Vague expectations create confusion that slows down operations, leads to duplicated work, and causes delays when multiple people assume someone else is handling critical tasks.
Common event roles include:
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Ticket scanning at entry points
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Line flow support to manage crowds
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Wayfinding to direct attendees
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Backstage access control
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Box office support for last-minute purchases
Each position should have specific responsibilities written out before staff arrive. Ticket scanners need to know which devices they'll use, where they'll be stationed, and how to handle scanning errors.
Role clarity delivers immediate benefits:
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Teams move faster without asking managers for direction
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Managers spend less time redirecting confused workers
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You identify staffing gaps before event day
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Staff accountability increases when responsibilities are clear
Start by listing every task that needs completion, then group similar responsibilities into distinct roles. This approach, used by successful event managers, creates accountability and reduces last-minute scrambling.
2. Build a Simple Shift Plan That Keeps Everyone Accountable
A structured shift plan helps staff know where they belong throughout the event timeline. Without clear timing, workers show up late, leave early, or disappear during critical moments, leaving gaps in coverage that disrupt operations.
Your shift chart should include:
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Start times for each role
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Break schedules
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Changeover periods
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End times
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Standard checkpoints (one hour before doors, door time, intermission, close)
Handoff notes matter when shifts change during long events. The ticket scanner working the first four hours should brief their replacement about any recurring issues, where supplies are stored, and which supervisor to contact for problems.
FreshTix organizers often rely on Event Builder tools to create smooth timelines that sync with ticketing systems. When your shift plan aligns with ticket sales data, you can adjust staffing levels in real time based on expected attendance rather than guessing.
Best practices for shift planning:
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Create your shift plan at least one week before the event
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Share it with all staff via email
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Post physical copies at check-in
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Require workers to confirm their assigned times
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Send reminders 48 hours before the event
3. Use Clear Communication Methods Before and During the Event
Clear communication keeps tasks moving and prevents confusion when the event gets busy. Without established communication channels, staff waste time searching for managers, critical information gets lost, and small problems escalate into major issues.
Pre-event briefing essentials:
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Hold a meeting 30 minutes before doors open
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Review the timeline and high-priority areas
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Cover safety protocols
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Keep it to 10 to 12 minutes maximum
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Clarify who staff report to when problems arise
During the event, use simple language over radios or group messaging apps. Instead of saying "We need a 10-50 at north entrance," say "We need extra help with line flow at the north entrance."
Backup communication for loud venues:
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Thumbs up means all clear
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Crossed arms means stop entry
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Waving motion means redirect to another entrance
For complex situations like crowd management, designate specific channels for different types of communication. Use channel one for general updates, channel two for security issues, and channel three for operations questions.
4. Train Staff on the Tools They Will Use, Including Ticketing and Scanning
Training staff on event tools helps them work quickly and confidently. Workers who understand ticket scanning, box office sales, mobile ticketing, and attendee questions solve problems faster and keep lines moving during peak arrival times.
Basic scanning training covers:
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How to position tickets under the scanner
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What the green confirmation screen looks like
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How to handle red error messages
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Common issues like duplicate tickets or wrong dates
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Mobile tickets that won't load
Box office training should cover cash handling, credit card processing, and how to issue tickets for walk-up sales. Practice transactions with test tickets so workers feel comfortable before real customers arrive.
Mobile ticketing training needs:
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How to verify QR codes without physical printouts
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What to do when someone's phone battery dies
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Directing guests to charging stations or help desks
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Scanning tickets displayed on phone screens
FreshTix offers intuitive mobile ticketing and an easy scanning app that simplifies training. When tools are designed for quick onboarding, you spend less time teaching complex processes.
Record short training videos that staff can review on their own schedule. Send these videos to new hires and require them to watch before their first shift.
5. Give Staff Quick Reference Guides to Reduce Bottlenecks
Quick reference guides help staff solve problems on their own without slowing down the event. When workers have accessible cheat sheets, they handle common questions independently instead of calling managers for every minor issue.
Effective guides include:
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Emergency contact numbers
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Answers to frequently asked questions
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Instructions for handling VIP guests
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Details about different ticket types
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Basic troubleshooting steps for equipment problems
Keep guides to one page, printed on bright paper so they're easy to spot. Common questions include: Where are the restrooms? What time do doors open? Can tickets be exchanged? Where is accessible seating?
What to include for FreshTix tools:
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Exact pricing for add-on fees
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Mobile ticket delivery instructions
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Box office workflow steps
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Troubleshooting for common scanning errors
Include visual diagrams when possible. A simple venue map showing restroom locations, emergency exits, concession stands, and first aid stations helps staff direct attendees accurately.
Distribute guides during the pre-event briefing and collect them at shift end for reuse. This saves printing costs and ensures updated versions replace outdated information.
6. Assign Floaters to Troubleshoot Issues in Real Time
Floaters help events run smoothly by supporting areas that get busy or need extra help. These flexible workers don't have fixed positions, instead moving throughout the venue to resolve problems before they escalate.
When to use floaters:
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Scanning backups at entry points
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Line flow issues when crowds get heavy
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Confused attendees who need directions
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Staff fatigue during long shifts
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Communication relay between departments
Select experienced workers for floater roles. These individuals should know the venue layout, understand multiple job functions, and stay calm during high-pressure situations.
Floater responsibilities:
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Notice problems before they escalate
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Open additional scanning stations when needed
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Relieve tired workers
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Carry radios and relay messages
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Provide real-time updates to event managers
Assign one floater for every 100 to 150 attendees at medium-sized events. Give floaters clear authority to make minor decisions without manager approval, such as opening additional entry lanes.
Equip floaters with basic supplies: extra pens, printed schedules, venue maps, and backup batteries for scanning devices. This allows them to solve simple problems on the spot.
7. Hold a Pre-Event Briefing to Align Expectations
A short pre-event briefing gives your team clarity before guests arrive. This final alignment meeting ensures everyone understands goals, safety protocols, timelines, and high-priority areas before the organized chaos of event day begins.
Four key topics to cover:
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Event goals (smooth entry flow, positive attendee experience)
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Safety notes (emergency exits, evacuation procedures)
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Timeline reminders (when doors open, peak arrival times)
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High-priority areas that need extra attention
Hold briefings 10 to 12 minutes before doors open, when staff are present but not yet overwhelmed. Avoid lengthy presentations that overwhelm workers with information they won't remember.
Additional topics for specific events:
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Checking IDs and recognizing signs of intoxication (for events with alcohol)
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Professional conduct expectations
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Dress code reminders
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Customer service standards
Ask if anyone has questions before dismissing the group. Remind staff who they report to and confirm that everyone has working radios or knows the group messaging channel.
For events requiring corporate planning standards, briefings should also cover professional conduct expectations. Venues can reference protocols for obtaining a license to serve alcohol when planning these briefings.
8. Maintain a Calm and Visible Leadership Presence
Visible leadership keeps staff focused and reassured during busy moments. When managers circulate through the venue, check in on stations, and support workers without micromanaging, teams perform better and handle stress more effectively.
How to maintain effective presence:
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Visit each station every 30 to 45 minutes
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Observe operations and ask if staff need anything
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Identify emerging problems early
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Provide quick coaching without public criticism
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Step beside struggling workers and quietly demonstrate correct techniques
Stay calm when problems arise. Staff take emotional cues from leadership, so if you panic during a ticket system glitch, your entire team will panic too.
Balance support without micromanaging:
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Acknowledge issues calmly
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Outline solutions in clear steps
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Assign someone to execute
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Continue monitoring other areas
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Avoid hovering over workers who are performing well
Position yourself where staff can see you and flag you down for help, but don't stand directly behind workers watching every action. This balance creates support without creating anxiety.
9. Use Post-Event Recaps to Improve Future Staff Performance
A short recap helps you identify what worked well and what should change for the next event. Feedback loops improve training, staffing levels, and venue flow by capturing insights while details are still fresh.
Post-event survey questions:
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What went well during your shift?
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What problems did you encounter?
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What would make your job easier next time?
Schedule your recap within 48 hours after the event ends. Keep surveys to five minutes maximum to increase response rates.
Metrics to track:
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Workers scheduled versus workers actually needed
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Stations that consistently ran out of supplies
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Time periods that created the most stress
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Peak arrival patterns
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Equipment failures or malfunctions
Review common themes in feedback rather than individual complaints. If three different scanners mention that the north entrance device kept freezing, that's a pattern worth addressing.
Apply feedback to future events:
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Share improvements with your team before the next event
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Show staff that their feedback led to concrete changes
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Build trust that increases honest input for future recaps
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Track which improvements actually solve recurring problems
Resources about getting into event management often emphasize learning from each event to develop stronger systems over time.
What To Do When Staff Management Feels Overwhelming
Ticketing tools help reduce staff workload and keep your event organized. Technology doesn't replace good management, but it does eliminate many manual tasks that create confusion and slow down operations.
How technology reduces staff workload:
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Mobile ticketing eliminates printed ticket distribution at box office windows
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Reserved seating eliminates crowd control for general admission rushes
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Box office software replaces manual cash boxes and handwritten receipts
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Scanning tools provide real-time analytics for staffing adjustments
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Integrated systems reduce time spent managing technology
When attendees can show tickets on their phones instead of waiting for printed tickets, you need fewer workers to handle distribution and can redirect those employees to other areas.
FreshTix solutions that streamline operations:
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Mobile ticketing for faster entry
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Reserved seating for calmer environments
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Box office software for on-site sales
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Scanning tools with real-time analytics
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Integrated systems that work together
Choose tools designed for quick setup and minimal training. The less time you spend teaching staff how to use complicated systems, the more time you have for teaching them how to handle the human elements of event management.
Frequently Asked Questions
How many staff members do I need for my event?
Plan one staff member per 100 to 150 attendees for medium events, adjusting based on venue complexity and entry points.
When should I hold staff training before the event?
Hold training one week before for new staff, with a final 30-minute briefing immediately before doors open on event day.
What information should be in a staff quick reference guide?
Include emergency contacts, FAQ answers, VIP handling instructions, ticket type details, and basic equipment troubleshooting steps on one page.
How do I handle staff no-shows on event day?
Maintain a backup staff list, confirm attendance 48 hours before, and assign floaters who can fill multiple roles as needed.
What tools make event staff management easier?
Mobile ticketing, scanning apps, box office software, and real-time analytics reduce manual tasks and help staff work more efficiently.
Ready to Make Event Staffing Easier?
Managing event staff gets simpler when you combine clear processes with tools designed to streamline operations. FreshTix provides mobile ticketing, scanning capabilities, box office management, and real-time analytics that reduce the workload on your team while keeping everyone aligned throughout your event.
Our platform helps you focus on what matters most, creating smooth experiences for both staff and attendees from setup through teardown.