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(TOP LEFT) LLUSTRATION: GETTY IMAGES Event Planner 53 MAR-APR 2019 MEETINGS & CONVENTIONS MCMAG-ASIA.COM Memorable moments When we won the bid for a social event for the IEEE Photonics Society's Singapore Chapter for CLEO-PR/ OECC/PGC and PGSC 2017, the client wanted a unique twist to ordinary social events. We chose the S.E.A. Aquarium to host all 1,200 guests. It required massive coordination, from surprise elements at dinner to the arrival and departure of guests to their hotels by chartered transportation. The best compliment was that the social event was the most memorable part of the conference. Even better, the event helped organisers clinch the Best Association Conference Organisers at the Singapore Tourism Awards 2018. A creative mindset A global firm was looking for a location to conduct brainstorming sessions. I met with the client to discuss their objectives and took an active role in the planning, from coordination and meeting setup to design, F&B arrangements and leisure options. This required a detailed, coordinated plan between multiple business units across the entire resort. That's on top of constant check-ins with the client to ensure that we were meeting their objectives. Challenging scenarios As the organisers wanted each attendee to have the same experience at the S.E.A. Aquarium, we divided all 1,200 attendees into smaller groups and rotated them around the various stations at the aquarium. It was challenging but I'm proud that the team executed this smoothly. Troubleshooting tactics I recall an event where the client's CEO was displeased with the arrangements and setup. He wanted everything to be redone within less than a day's notice. I had a quick and candid discussion with that CEO to understand his objective, then roped in everybody from creatives to procurement and events operations. I took the lead coming up with an entirely new setup, which was met with approvals by the client. Important takeaways 1. Living the belief that we ought to exceed the From redoing an entire event setup at a day's notice to surprising familiar clients, Resorts World Sentosa's Cara Puah reveals what fuels her creativity and dedication. expectations of our guests. 2. A dedicated spirit with a passion for excellence and innovation, and to delight our guests in ways they don't expect. 3. Be a friend to our clients, and take genuine interest in what they desire. 4. Being forthright with our guests, especially on challenges where we need to rope them in to resolve issues together. WORDS MEETINGS & CONVENTIONS ASIA FAST FACTS Name: Cara Puah Company: Resorts World Sentosa No. Of Years' Experience: 17 years No Of Events Organised: >1,000 events Contact: cara.puah@ rwsentosa.com The art of delighting guests "[Be] forthright with our guests, especially on challenges where we need to rope them in to resolve issues together." — CARA PUAH, HEAD OF MICE & CORPORATE SALES, RESORTS WORLD SENTOSA