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Welcome to Emma Live Events

A guide for freelance event staff.

Welcome to the team, and thank you for being part of an Emma Live event.

At Emma, we work with charities and organisations around the world to deliver exceptional, seamless events that raise more funds and create memorable guest experiences.

Please have a browse of our website to Learn more about Emma.

Our platform and team are known for being friendly, responsive, and professional, supporting events from setup through to delivery and building long term relationships with clients – way beyond a single event.

As freelance staff, you are a key part of that experience and possibly the most important part. Clients spend months/years preparing an event and it all comes down to one ‘night’ so let’s ensure we deliver the very best we can.

We hope this article gives you a good understanding of what we expect from you. Thank you in advance for all your on-site efforts and if you have any questions, please don’t hesitate to contact one of the team.

 

Your role at an Emma event

When you’re on-site, you are not just supporting logistics — you are representing Emma Live.

Clients and guests often won’t distinguish between freelance staff and core team members, so your attitude, communication, and professionalism directly shape how Emma is perceived.

 

The Emma standard

We pride ourselves on delivering events that feel smooth, supportive, and high-quality. Clients consistently describe the Emma team as:

  • Friendly and approachable
  • Helpful and solution-focused
  • Calm and reliable under pressure
  • Professional at all times

We expect freelance staff to embody these same qualities.

 

How to represent Emma Live

1. Be positive and welcoming

  • Always say hello and introduce yourself to the client with a positive, smiley attitude
  • Greet guests warmly
  • Be approachable and happy to help
  • Create a relaxed, enjoyable atmosphere
  • Remember: energy is contagious — your attitude sets the tone

2. Be professional at all times

  • Arrive on time, prepared, and presentable
  • Follow all event instructions carefully
  • Communicate clearly and respectfully with guests, clients, and team members
  • Stay calm and composed, even in busy or high-pressure moments

3. Be proactive and helpful

  • Don’t wait to be asked — look for ways to support
  • Offer assistance to guests who seem unsure
  • Flag issues early to the event lead
  • Work collaboratively with the wider team
  • Read the room and adapt your style to fit – no two clients or events are the same

4. Be knowledgeable and confident

  • Understand your role before the event begins
  • Familiarise yourself with key event features (ticketing, auctions, check-in, etc.)
  • If you don’t know something, don’t guess — find the right person to help or contact your Emma support via WhatsApp

 

Guest experience comes first

Everything we do is about delivering a smooth, enjoyable experience for guests.

That means:

  • Keeping queues moving efficiently
  • Communicating clearly and politely
  • Supporting guests with technology if needed
  • Handling questions or issues with patience and care

A great guest experience leads to better engagement — and ultimately helps our clients raise more for their great causes.

 

Handling challenges

Things don’t always go perfectly — and that’s okay. What matters is how we respond.

If an issue arises:

  • Stay calm and professional
  • Listen carefully and show understanding
  • Never place blame or speak negatively about the event or team
  • Escalate to your event lead or Emma staff where needed

Emma is committed to resolving issues fairly, politely, and efficiently, and we expect the same approach on-site.

 

Team mindset

Emma works as one team — and that includes you.

  • Be supportive of others
  • Communicate openly
  • Step in where needed
  • Represent the brand with pride

Clients often say Emma “integrates seamlessly” into their team — that’s the standard we aim for every time. Our tech and staff are there to support them on their event journey.

Being part of an Emma Live event means delivering more than just a job — it’s about helping create meaningful, high-impact experiences for charities and their supporters.

We are only ever as good as our last event and word of mouth in the industry spreads fast so, if you bring:

  • A positive attitude
  • Professionalism
  • A proactive mindset

…you’ll fit right in.

We’re so glad to have you on the team and thank you once again for being part of it.