Some booking challenges require more than frontline support—they require coordination, negotiation, and a deep understanding of both the platform and hotel operations. In this episode our COO, Sarah Dyer, and Event Management Coordinator, Kaitlyn Green, walk through the role of Event Management Coordinators (EMCs), the team that specializes in complex, high-impact travel issues.
Where EMCs Fit Into the Customer Success Structure
EMCs bridge the gap between support and hotel contracting. When families have requests that fall outside the usual workflow—unique room types, team-specific needs, special circumstances—it’s the EMC team who steps in. They ensure reservations reflect accurate details and advocate for solutions that support both guests and hotels.
Solving Split-Block Scenarios
A common challenge is when teams book across multiple hotels without realizing it. EMCs work with hotels to expand blocks, transfer bookings, and consolidate families at their preferred property—reducing confusion and preserving the team experience.
Protecting Families When Details Change
Hotels sometimes need to modify room types or adjust their inventory. EMCs ensure contracted terms are honored where possible and help families navigate changes with minimal disruption.
Reinstating Canceled Reservations
Life happens—sometimes trips are canceled and families later decide to attend. EMCs coordinate with hotels to reinstate bookings at the original negotiated rate whenever possible, maintaining fairness and consistency.
Managing On-Site Emergencies
Whether dealing with overbooked properties, maintenance issues, or mismatched room expectations, EMCs serve as a stabilizing force. Their relationships with hotel partners allow them to quickly escalate concerns and find workable solutions.
👉 Event Organizers: Struggling with complex travel issues for your teams? Book a Demo to see how we can support you.
👉 Hotels & Accommodations: Ready for a smoother way to manage team requests and exceptions? Learn how EventConnect can help.
👉 Join Our Team: Passionate about sports and technology? Explore careers at EventConnect!