For hosts: how to deal with people

How a host should handle the door: the line, a difficult guest, the Incident and Supplies buttons in the bot, and which decisions to leave to the organizer instead of arguing with a guest.

You're the first impression

Guests see you before they see the event. The tone at the door sets the mood people walk in with, and that's no exaggeration.

The basics

Say hello first, and look people in the eye, not at your phone.
Say what you're doing: "Scanning your ticket", so the person doesn't have to guess.
Frame a problem as yours, not the guest's fault: "Let's sort this out" instead of "Your ticket is wrong".
The line is waiting: handle a tricky case off to the side and let the flow keep moving.

A difficult guest

Don't argue and don't raise your voice, even if you're right. Three sentences at most, then call the organizer. Your job is the flow at the door, not winning an argument.

Never discuss money, refunds or "make an exception" on your own. That's the organizer's decision, and taking it on yourself is the fastest way to make the situation worse.

The "🚨 Incident" button

It's in the bot, on the event screen («🚨 Інцидент»). One tap, and managers immediately get a message with your name and phone number:

Conflict: a fight, aggression, a drunk guest
Feeling unwell: someone isn't feeling well
Technical problem: lights, sound, the entrance, equipment
Call security: when it's needed right now
Other: you describe it in your own words

Don't be afraid to tap it "one time too many". A false alarm costs a manager 10 seconds, while a conflict nobody was called for costs the event its reputation.

The "📦 Supplies" button

Wristbands, badges or merch running out, or you need help at the door: the same single tap («📦 Ресурси»). The bot will ask how many are left.

Signal in advance: "20 wristbands left" gives time to bring more, "the wristbands ran out" doesn't.

What happens next

The manager sees your message with the "Take it", "Call security" and "Close" buttons. You'll see the reply in the same chat. Your name in the message is clickable, so they can message you directly.

After the event

Don't leave without a word. Tell the organizer what broke: where the line got stuck, which errors kept repeating, what was missing. They have the numbers, but only you have the context.

The basics

Say hello first, and look people in the eye, not at your phone.

Say what you're doing: "Scanning your ticket", so the person doesn't have to guess.

Frame a problem as yours, not the guest's fault: "Let's sort this out" instead of "Your ticket is wrong".

The line is waiting: handle a tricky case off to the side and let the flow keep moving.

A difficult guest

Don't argue and don't raise your voice, even if you're right. Three sentences at most, then call the organizer. Your job is the flow at the door, not winning an argument.

Never discuss money, refunds or "make an exception" on your own. That's the organizer's decision, and taking it on yourself is the fastest way to make the situation worse.

The "🚨 Incident" button

It's in the bot, on the event screen («🚨 Інцидент»). One tap, and managers immediately get a message with your name and phone number:

Conflict: a fight, aggression, a drunk guest

Feeling unwell: someone isn't feeling well

Technical problem: lights, sound, the entrance, equipment

Call security: when it's needed right now

Other: you describe it in your own words

Don't be afraid to tap it "one time too many". A false alarm costs a manager 10 seconds, while a conflict nobody was called for costs the event its reputation.