In this series, features and series developer Heather Nicholls speaks to the unsung heroes of the events industry to reveal what really drives their passion and the remarkable contributions we too often overlook.

In this edition, we meet Roberto Goncalves, reception manager at the QEII Centre.

Roberto Goncalves originally started his career in catering before joining the QEII Centre in 1989. He explains: “My brother Tony was the back-of-house head porter at the time, and there was a job opening for a silver catering attendant at the same organisation. I was there for over five years and worked my way up to supervisor and then to senior supervisor.”

He added, “After working in catering, I wanted to explore opportunities within the events sector to develop my customer service skills. I joined the QEII Centre in 1989 as a receptionist, where I have since gained valuable experience and knowledge.’

He was attracted to his role because he enjoys meeting new people and creating a good first impression. He says: “People often remember how they were welcomed, and I take great pride in being that friendly, reassuring face that sets the tone for their day.”

He adds that a lot of people don’t realise that reception is about a lot more than just smiling at people and signing them in. He says: “My role involves managing logistics, the movement and storage of goods, people, or information, supporting the wider team and staying calm under pressure. We’re part of the machine that keeps everything ticking.”

What does a typical day look like for you on-site?

It starts early, usually with a team briefing and final checks on our event management system. This helps me get a clear overview of what’s happening across the centre so I can effectively redirect and provide accurate information to delegates, exhibitors, and visitors. I also make sure that printers and other equipment are fully stocked and ready.

Once the doors open, I welcome visitors and ensure the front door team is informed about all visitors coming for site visits or interviews.

If any issues arise within the centre, such as incorrect information displayed at the registration desk, problems with the toilets, or anything that could disrupt an event, I immediately contact the appropriate department to resolve the problem as quickly as possible. Around midday I’m usually working across multiple tasks to ensure the smooth operation of the venue where I can from events to internal operations work.

If your job didn’t exist, what do you think organisers or attendees would miss most?

My smile. Guests might not realise it, but without reception, the event would feel a lot more stressful. People would be confused, frustrated, and lost.

Reception stops all that confusion. The reception team ensures that the first impression is positive, the flow is efficient, and that everyone knows where to go and what to do.

What’s the toughest challenge you’ve faced during an event?

One of the toughest challenges I’ve faced during an event was when we unexpectedly had far more guests arrive than the number we were prepared to accommodate. The check-in area became crowded very quickly, and some guests were getting frustrated. My priority was to keep the atmosphere calm and maintain a smooth flow.

What’s one event you’ll never forget working on and why?

One event I’ll never forget working on was with Redcliffe Training Events. Redcliffe Training is a premier finance training provider, offering technical skills courses in areas such as accounting, investment banking and corporate finance.At this event, I had the opportunity to engage with industry-leading experts including professors, PhDs, and lawyers which was both inspiring and rewarding.

What made the experience truly memorable was the outstanding feedback I received as the event manager “I just wanted to say a big thank you for your assistance today and for looking after our participants. This was first rate service, and we are extremely appreciative of this. You are a superstar!”

The combination of working with world-class professionals and receiving such heartfelt appreciation made this event truly unforgettable.

What’s been your proudest moment so far?

Winning the Jorge Goncalves award! Being nominated twice for this award is an absolute honour; winning it has taken me to a whole level.

The Jorge Goncalves award is for five behaviours for excellence

• Be the best you can be
• Make a difference
• Put the customer first
• Be a team player
• Be proud of who we are and what we do

Gonclaves explains that over the years, his role has changed a lot due to technology becoming more central to the role. Things such as contactless check in, digital passes and real time data have been introduced. He says: “Guests still greatly appreciate human connection, so we ensure that whilst we have these technologies available that they will never replace the personal touch.”

He adds: “My role is vital to the success of an event because we are the first faces people see when they walk through the door, so the energy we give off can make or break their experience. A smile, a bit of warmth and a smooth check-in can turn a stressed-out delegate into a happy guest. When that happens, you can feel the whole mood of the event lift, that’s why our role really matters.”

He adds: “The people you don’t see deserve more recognition within the events world. The night crews setting up, the cleaners, tech teams, porters, they’re the backbone of every vents. It’s easy to celebrate what’s on stage, but the magic really happens behind it.”