Behind The Scenes, Our Tangata Are The True Heroes
Written by; Nicolette Elia – Director of Event Services, Te Pae Christchurch Convention Centre
The end of the calendar year brings with it a profound sense of achievement, not simply because we’ve met our annual KPIs, but because we can look back on the past 12 months and celebrate the many successful events delivered for our clients and their guests. With a strong focus on customer centricity, our greatest reward is consistently providing remarkable, memorable experiences.
For every client, we strive to make working with Te Pae as easy and effortless as possible, from pre-event planning through to delivery. For our teams, there’s a clear correlation between client satisfaction and team fulfilment, with noticeable jubilation when a client expresses their gratitude post-event, or disappointment and sometimes even heartache when a client leaves slightly disgruntled.
This past year’s event-packed calendar and extended peak season have certainly pushed the team both mentally and physically. Yet, I am extremely proud of our tangata, who continue to provide quality service despite end-of-year weariness. While many clients appreciate the work that goes into planning and delivering an event, they rarely see what happens behind the scenes, the emotional roller coaster our teams experience and how deeply invested they are in every client and every outcome.
This is what makes Te Pae more than a venue. Any facility can host events, but the real magic - our unique selling point - lies with our people and the authentic caring service they provide.
Just the other day, our Event Operations Manager walked a client back to their hotel after a long, exhausting multi-day conference, helping carry their belongings to save multiple trips. On more than one occasion, team members have created wellness packs for clients feeling mentally and physically drained. These gestures speak volumes, especially when you consider how tired our team is themselves - on their feet for extended hours, often sacrificing time with family or even a hot meal - yet they continue to put clients first without complaint. It is this passion for customer centricity that sustains their endurance.
Working on an event makes it hard to disconnect from the emotions involved - both highs and lows - which explains why many team members feel a slight melancholy once an event concludes. Gone is the lively buzz of delegates, the kitchen’s tantalising aromas, the networking chatter. The quiet venue brings a dip in energy, and the bigger the event, the greater the impact. But there’s little time to dwell, the focus quickly shifts to the next event, and the roller coaster continues.
Like many, I’m somewhat apprehensive about the Artificial Intelligence era and its impact on employment, particularly entry-level roles. Yet my concerns ease when I reflect on the true meaning of hospitality. AI cannot replicate genuine passion, the pride of delivering a successful event, or the determination to improve after a setback. It cannot mimic the warmth of a “kia ora” greeting from Security, the sincerity of “how are you today?” from a Guest Assistant, or the cheeky smile from a chef slipping an extra dessert onto your plate. These human-touch elements - the foundation of manaaki - are irreplaceable.
As we wind down for the year, I quietly observe the team’s unwavering focus on the remaining events. They continue to support each other to ensure every client, right up to the last one, experiences the same level of service as any other. Our goal is simple: to end the year with clients content, satisfied, and eager to return to Te Pae in the new year, where we’ll do it all over again with the same dedication and passion that shines behind the scenes.
