GoH Etiquette
On or off shift, you always represent ACEN.
Being a GA is not a way to get an autograph,
make business contacts or solicit info for
personal business use. Confidential info
given to you is for ACEN business only and
shared with no one except GA/GR heads.
GAs do not gain any special privileges and
must follow the same rules as attendees.
• If assisting at an autograph session, only
ask after all attendees have gone.
• Don’t make GoH late to next event.
If GoH asks you to hangout off shift, you can
do so as long as you let (A)DHs know.
Always report all GoH medical attention
needs to (A)DHs/ASC (who will also contact
IRT/EMRT). Do not buy for or hand any
medication to GoHs.
Do not mention returning to ACEN; even
something as innocuous as “We’d love to
see you back in the future” or “Hope to see
you in a few years” can sound like an invita-
tion. If a GoH brings it up, tell them that you
aren’t part of Acquisitions but will pass on
their request/interest to GR SC.
Always confirm with (A)DHs that resources
exist before promising GoHs anything. It’s
okay to say, “I don’t know, but let me look
into it.”
Don’t stress if it takes time to deliver on
requests because we’re waiting for clarifica-
tion or following procedure. Just make
sure to explain the situation to the GoH and
keep the GoH at ease as best as you can
while the request is being resolved.
GoH Outings and Meals
Cash Handling
• Cash spending must be approved & pro-
vided by (A)SCs prior to GoH outings.
• Get receipts for all expenses. Ask if they
give receipts before entering. You’re
responsible for funds unaccounted for
by receipt, down to the last penny.
• Turn in receipts, along with any leftover
funds, to (A)SCs when you return.
• Don’t pay for GoH expenses w/ your
own money. If an emergency arises,
contact (A)DHs first. Receipts needed
for reimbursement; no exceptions.
• Expenses include alcohol only if w/ a
meal. Tip at 20% unless already on bill.
Management & Path of Escalation
First point of contact
(GA Management)
DH Elvis ADH Kelsey ADH Samantha
Second point of contact
(GR Management)
SC Ken ASC Elizabeth ASC Debbie
Report any issues involving GoHs, no matter
how small, to DH/ADHs immediately.
Reach GR Ops thru any hotel phone at 6248
Shifts
You’re always on call, but if you need a
break, talk to (A)DHs. Health comes first.
Before shift changes, review all pertinent
info with GA taking over. If you go off shift
without doing so, we’ll call you back from
your break to sort things out.
Daily Morning Check-in
Check in at GR Ops prior to start of day.
Use this time to voice concerns, get clarifi-
cation, and let (A)DHs know you are awake.
GAs/GA Floaters should review day’s sched-
ule for their assigned GoH together & pass
on any info about GoH or GoH’s events.
If you swap shifts within your team, anyone
with a changed schedule must turn in an
updated one at start of day to (A)DHs.
Scheduling Transportation/Reservations
Check w/ GoH at start of day/ASAP about
going offsite. Inform GS, GL ASAP. Work w/
GAs & GL if GoHs going to same location.
If GoH(s) want suggestions or a certain
type of cuisine, recommend places listed in
ACEN Chicago Guide. If guide doesn’t have
options, work with GS. Check w/ (A)DHs/(A)
SCs before recommending unlisted places.
Ventanas
Hyatt top ‘V’ floor (central elevators)
Thurs 8pm – 12am
Fri 8pm – 3am
Sat 8pm – 3am
GA can only enter Ventanas w/ GoH to dis-
cuss schedules, issues, outings, etc. Check
w/ (A)DHs first.
Communication/Checking In
Keep your radio and cell phones
charged and on until you’ve been
relieved for the evening.
Pick up batteries for your radio at
Con Ops (Hyatt La Guardia room).
GAs are required to contact dis-
patch by radio when:
• Picking up / dropping off a
guest from a location
• Moving to a new location
• Going on or off break
• Going on or off shift
GAs also check in with DH/ADHs
when going on break or off shift.
Radio Etiquette
When you press the button to
speak, wait 2-3 seconds so you
aren’t cut off.
Follow this format when using the
radio: “Logistics, this is Jane.” -
“Jane, this is Logistics, go ahead.”
- “I am arriving at Main Program-
ming with my GoH, John Doe.”
Be short and to the point. If there’s
something to discuss at length or
in person, only use the radio to
decide on a meeting spot.
Always address these matters in
person only:
• Any cash-related talk
• Any sensitive, GoH-related
issues
Private Dining Room (PDR)
Next to Staff Suite (Hyatt O’Hare A-C)
Thurs 6pm – 10pm
Fri 8am – 3pm 6pm – 10pm
Sat 8am – 3pm 6pm – 10pm
Sun 8am – 3pm
If outside PDR hours, GoHs can get
room service for breakfast.
If GoH can be in PDR physically,
GoHs can order from PDR menu &
GA will get it for them.
GAs can be in PDR if their GoHs in-
sist; inform (A)DHs before doing so.
GAs must bring food from Staff
Suite if joining GoHs for a meal. Do
not order from PDR menu.
GR GA Manual
ACEN 2015 ABRIDGED
This document is for quick reminders
only and is not meant to replace the
full-length version of the manual.
Keep on you at all times:
• GoH Convention Schedule
• ACEN Program Guide & maps
• Staff Contact list
• Your GA Business card
• ACEN Chicago Guide
• Staff Badge
• Radio
• GoH room assignments
• Your cell phone
GoH Arrival
• Introduce yourself.
• Give GoHs room #s & keys. If
they want to freshen up, agree
on a time to meet up in PDR.
• Present and review all GA Busi-
ness Card info. Inform GoHs
they can contact (A)DHs/GR
Ops when GAs aren’t available.
• Collect and hand over GoH info
(i.e. room #s, cell #s) to (A)DHs
once you’ve got it all.
• Provide a copy of and review
schedules with GoHs.
• Present welcome gifts.
• Review GoH’s policies/prefer-
ences for (impromptu) auto-
graphs, pictures & interviews.
• Establish a “get me out” signal/
code word GoHs can use.
• See if any of their events need
special setups or equipment.
Otsukaresama desu
All GA: please nod (quick version
of bowing) at Japanese GoHs when
passing in the hall, etc. and call out
“Oh・tska・ray・sa・ma・dess”. In Ja-
pan, it’s a customary way to show
appreciation and means “Thanks
for your hard work.”
We’re Here For You!
If at any time you are not sure
about something, address it with
the management team.
If you have any questions, concerns
or conflicts, please talk to DH/
ADHs. Our door is always open.
GoH Convention Events
Closing and Opening Ceremonies
Rosemont Ballroom
GoHs are required to attend both; make
sure it’s noted in their schedules. Excep-
tions made for flight or other events only.
Panels
Rosemont Ballroom A, B, C & Hyatt (Various)
Check panel room before event time. Panel
Programming Office (first floor coat room of
Donald E Stephens Convention Center) can
answer general room questions.
Remain in room for the entire panel.
• Panel Programming and Tech staff are
only there to monitor entrances and
lines & help w/ tech issues, respectively.
• GoHs may need a hand or translations.
Work w/ GA Panel Interpreters if needed.
Start and end the event on time.
• Before panel start, work out a “5 mins
left” signal w/ GoH to keep on time.
• Announce to attendees autograph ses-
sions and escort GoHs out.
Autograph Sessions
Rosemont Hall A
The Hall will be split into three sections:
the left and right lines will allow for two
sessions to happen concurrently and the
middle section will accommodate overflow
from either of these sessions.
• Attendees in overflow section can wait
in line but may not get item(s) signed.
• Signage with the day’s autograph
schedule will be in front of this area
with Autographs staff directing traffic.
A dedicated Autographs team will help w/
lines & supplies, but you’re responsible for
Beginning / Ending event on time
• Ensure GoH makes it to their other
events on time.
• If there’s a long line, determine with
GoH/GoH manager if it’s 1 item for first
pass, separate line for photos, etc.
• Keep the line moving by prepping item
to be signed for the next attendee.
• Inform attendees to have item(s) and
cameras out and ready.
Enforcing autograph & photo policies
• Confirm GoH/GoH manager/company
policies privately before the session.
• Ask about GoH’s policies/preferences
for receiving presents/food.
• Share policies with Autographs staff,
who’ll announce them to those in line.
Cutting off the line
• Autographs team/GoH managers will
help determine when to cut off a line.
• So attendees don’t wait for an auto-
graph they won’t get, politely announce
to attendees ahead of time that due to
scheduling you must cut off the line. Let
GoH know first before doing this.
• If GoH doesn’t have other events right
after, the space doesn’t have another
session right after and there is overflow,
you may privately ask if GoH wants/
is willing to stay longer and if yes, how
much longer. Then, with Autographs
staff, determine new cutoff and inform
attendees event is being extended.
Interview Requests (Press)
Location: Hyatt Tech Center
For impromptu interviews
• ask for interviewers availability
• get their contact info and credentials
and tell interviewers you’ll get back to
them after confirming GoH’s availability.
• Once you’ve verified with Press Dept
that interviewers are on the Press list
(they are legit), schedule interview to
take place in Liberty room (Hyatt) with
interviewers and Press Dept.
• If interviewers aren’t legit or something
crops up for GoHs, politely turn them
down (i.e. “Due to scheduling conflicts,
we are unable to make the interview”).
• Any issues, contact DH/ADHs.
Remember convention events have priority.
Convention Departure
1. Check out w/ GoH if you’re leaving first
• Arrange for a replacement GA if there
are outstanding items
• Ensure your GoH knows who to con-
tact when you leave the convention
2. Check out of hotel at the concierge desk
3. Turn in radio to Con Ops
4. Appear in Guest Ops at least 45 mins
prior to departure; allot more time if
you have things to discuss w/ us as well
5. Review outstanding items w/ (A)DHs
• GoH departure flights
• Any GoH events/outings still pending
6. Go over any personal outstanding
items, questions and concerns
7. Take the Exit Interview (sign-up sheet at
GL table in JFK; sign up ahead of time)