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big job on his hands but says it’s all worth it when his vision comes to life. Paul’s first job as Events Manager was


at the London Aquarium and he’s since racked up an impressive resume within the hospitality industry including roles at Mosimann’s, Gordon Ramsay Holdings, Rhubarb, Lagardere Sports and the Singapore Sports Hub. It is this mix of cross-sector experience


that Paul credits for his career so far, with a variety of roles giving him the skills to cope with the always-changing role of events management. “Whatever sector you’re delivering an


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ociation as he tadium.


This summer, we have what I think is our busiest schedule of concerts ever! “The jewel in the crown for us though still


remains the FA Cup. With the excitement and anticipation, that for me is when the stadium comes alive. From a Club Wembley perspective, it’s when you see it at its best. “Whichever event we’re preparing for, the


most important thing is that all the different teams work together. The day before a big match or concert, the team and I walk around Club Wembley to ensure everything is running as planned. We then arrive early on the day, especially for the FA Cup, where we’re typically here at 7.30am. The first item on the agenda is a good breakfast – you can’t go wrong with a strong coffee and bacon sandwiches all round. “As a hospitality team we come together


to cover any actions required from the day before and ensure that we are prepared for pre-event checks and the day’s briefings. These include the Club Wembley Crowd Safety and Event Steward Supervisors brief, the Room Manager’s brief and Event Host briefs.”


Years of Experience


Overseeing a team of seven event Managers, managing all operational aspects and working with the Wembley Stadium property team, architects and interior designers, Paul has a


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event for, the principles of delivering top- class hospitality remain the same. Time management is integral to this as you’re always working to immoveable deadlines. You will also have to coordinate multiple events and projects at once, so its important to have a clear strategy but also to be able to delegate to your team to ensure everyone is pulling in the right direction. You’re only as good as the people around you, so the ability to develop the skills of the people around you as well as utilising your staff to their strengths


is a very important lesson I’ve learnt throughout my career. “Of course, there are always the moments that you simply can’t plan for


so being quick on your feet and reacting positively to any blocks in the road is another attribute I would recommend for people entering the industry. It’s a fantastic experience when everything is running as planned on the day though and it’s a role that provides incredible experiences. “One of the highlights of my career was


the Community Shield in 2017. On this day we opened three new hospitality areas – The One Twenty, Bobby Moore and Three Lions as well as hosting many of the Grenfell Tower survivors and first response teams.”


The Future


Working on events doesn’t just take place in the lead up to the big day, but Paul identifies


the importance of looking back on events to analyse what worked well and what could be improved on. “After every event, we always review our


processes and identify improvements in our product and experience. It’s also important to speak to your customers and receive feedback from them. Keeping your eye on the latest consumer trends and innovations is vital to ensure your hospitality offering continues to surpass the expectations of your customers.” Another of Paul’s main roles is to design and


implement an ongoing capital improvement and enhancement programme to ensure the stadium’s hospitality areas are future proofed to deliver high quality, customer focused experience. “We’ve recently introduced some new


areas to the stadium, including The Lioness pub, a gastropub, serving great food and the option for pour your own pints, and Centre Circle – a new membership tier with some of the best seats in the house, right on the halfway line and with a dedicated lounge on the south side of the stadium, offering quality street style food and a private bar area. We’ve got another exciting addition coming this summer ready for next season. “We’re also always looking to improve


the customer experience and one of our big focuses at the moment is the members digital experience – extending the top-quality experience into their digital lives.” Paul’s top tip to be successful in events?


“I’ve got two actually: First, listen. Whether that’s listening in a briefing or a meeting. I try to attend all the briefings here before an event, whether I have direct involvement or not, because understanding the whole 360 degree aspect to an event, helps you to better deliver your role. Second, be diplomatic and work as a team. To do our job and offer Club Wembley members the best experience, we all need to do our bit. It’s important to work as a team – and if things happen that are out of your control (often they will), it’s all about pulling together to rectify the situation so that it doesn’t affect the guest experience.”


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