��������Ƶ

When a venue is selected to host a major event, whether it’s an international award show, a championship game, or a global conference, the pressure is high. Millions of eyes are on the stage, but for operators and service providers, success depends on what happens behind the scenes. Preparing a world-class venue for a high-profile moment requires operational agility, disciplined workforce strategies, and an unwavering commitment to the guest experience.

‍

The challenge: Precision under pressure

Large-scale, televised events compress weeks of preparation into days, sometimes hours. Stages must be built, red carpets rolled out, and hospitality spaces elevated to meet the highest expectations. Yet as soon as the broadcast ends, the venue must be reset, often overnight, for the next event on the calendar.

The operational challenges are significant:

• Extended build times and rapid breakdowns that test workforce capacity. ‍
• Back-to-back event schedules with little to no margin for error. ‍
• Guest expectations that are heightened by global visibility. ‍
• Sustainability mandates that require measurable environmental performance.

For decision makers, the stakes are clear: any misstep can risk revenue, reputation, and client trust.

‍

Four pillars of event readiness

Drawing on lessons from entertainment venues nationwide, four priorities consistently emerge as critical to success:

1. Operational Agility: The ability to pivot quickly from one event setup to the next, minimizing downtime and maximizing booking opportunities.

2. Workforce Strategy: Building trained, loyal teams in an industry where turnover can undermine consistency.

3. Sustainability Practices: Meeting rising environmental expectations through recycling, waste diversion, and reusable materials.

4. Guest Experience: Recognizing that every surface, every touchpoint, and every interaction reflects the brand of the venue and its operators.

‍

The Peacock Theater and the Emmy Awards

The Peacock Theater in Los Angeles illustrates these principles in action. Unlike most venues that shy away from award shows due to their disruptive load-ins, Peacock embraced them as part of its identity, hosting events such as the BET Awards, the Grammys, NHL Draft, and most prominently this month, the Emmys.

Preparing for an award show of this scale is an intensive, weeks-long process. This year’s Emmy Awards schedule spans nearly a month of continuous activity:

• Creative Arts Emmys Load-In: Aug 25 – Sept 5 ‍
• Show Days: Sept 6–7 ‍
• Primetime Emmys Load-In: Sept 8–13 ‍
• Primetime Emmys Show Day: Sept 14 ‍
• Load-Out: Sept 14–17

In total, the build-up, event days, and breakdown demand a level of precision few venues can achieve without a strong operating partner.

“It’s not only about completing the usual scope of work,” explains Jorge Castillo, District Manager at ABM, who oversees cleaning and janitorial solutions at the theater. “It’s about adapting in real time to help the building be ready for what’s next.”

That adaptability requires both coverage and communication. Up to 47 ABM employees are deployed on show days, while staffing flexes down to a minimum of six per day during non-event periods. Shifts are designed to ensure seamless transitions:

• Pre-Event: 6 team members ‍
• Event Shift: 18 team members ‍
• Post-Event: 23 team members

With staff positioned throughout the theater, the team provides continuous feedback on conditions, flagging damages or special requirements that allow the operator to respond quickly. “We have eyes everywhere,” Castillo says. “Even though we’re focused on housekeeping, we provide intelligence that helps the building prepare for the next event.”

‍

Building workforce stability

One of the theater’s greatest strengths is its workforce. Staffing large venues is a persistent challenge in the industry, with turnover often undermining quality. At Peacock, ABM has created a closed-loop labor model: the theater is staffed exclusively by ABM, with no third-party vendors.

This approach ensures consistency, accountability, and a deeper investment in professional development. Workers receive:

• Comprehensive training: Covering safety, on-site operations, and monthly refreshers. ‍
• Guest-service training: Conducted in partnership with theater staff to align behaviors with venue expectations. ‍
• Specialty certifications: For skills such as operating lifts or performing high-level dusting, ensuring the team can safely handle specialized tasks.

At the center of this workforce is Luis Matta, ABM’s site supervisor, whose leadership has been instrumental in preparing the Peacock Theater for 18 Emmy Awards. Matta began working at the venue in 2008, when it was still the Nokia Theater under a different service provider. When ABM took over the account in 2010, he continued, advancing from a frontline cleaner to a specialty role and ultimately into management.

Castillo credits Matta’s continuity and expertise as a key differentiator:  

“There’s probably nothing he hasn’t faced. Luis knows how to anticipate challenges and make sure his team has the tools they need to succeed.”

The result is a loyal and dependable workforce. “They rarely miss an event,” notes Castillo. “That level of commitment is rare in our industry and makes all the difference during high-pressure events like the Emmys.”

For ABM, that loyalty translates into lower recruiting costs, stronger institutional knowledge, consistent guest experiences, and greater efficiency—measurable advantages in a competitive market.

‍

Sustainability as standard

High-profile events also come with heightened scrutiny of environmental impact. At the Peacock Theater, sustainability is built into operations through:

• Hand-sorted recycling to maximize diversion rates. ‍
• The rCup initiative, which reduces single-use waste from concessions. ‍
• Alignment with AEG (America’s Entertainment Group) environmental strategy, including renewable energy and water conservation at sister venues.

“The level of commitment to sustainability is something I haven’t seen elsewhere,” Castillo says. “AEG has always given us the resources to make sure we comply and increase diversion.”

These practices not only reduce environmental impact but also strengthen stakeholder trust, aligning venue operations with audience expectations and regulatory pressures.

‍

Enhancing the guest experience

Every guest interaction with the venue, from the lobby to the restrooms to the balconies, is shaped by the work of the janitorial team. In high-profile events like the Emmys, this isn’t just cleaning; it’s protecting the reputation of the theater and ensuring every detail reflects the standard of a world-class brand.

“We remind our workers that what they do directly shapes the guest experience,” Castillo says. “We are a main factor in whether a guest leaves with a positive impression.”

In the context of the Emmys, where global media coverage amplifies every detail, the stakes are even higher. ABM’s disciplined approach ensures that the Peacock Theater consistently meets world-class expectations.

‍

Lessons for venue operators

The Peacock Theater’s approach offers lessons that extend far beyond award shows:

1. Invest in people. Training and retention strategies deliver superior guest experiences and reduce turnover costs.

2. Build flexibility into operations. Real-time adaptability enables venues to maximize event calendars without sacrificing quality.

3. Treat sustainability as a business mandate. Visible practices strengthen reputation and align with evolving regulations and expectations.

4. Prioritize partnerships. Success comes when service providers act as an extension of the operator’s team.

‍

The strategic imperative

The Emmy Awards schedule underscores the scale of the challenge: nearly four weeks of load-in, production, and load-out, requiring 47 staff at peak and coordinated under the leadership of a manager with nearly two decades of on-the-ground experience. This is what world-class readiness looks like.

For operators, the lesson is clear: excellence behind the scenes enables excellence in the spotlight. Preparing a venue for a high-visibility event requires more than cleaning and maintenance; it requires a strategic approach to operations, workforce, sustainability, and guest experience.

The Peacock Theater and the Emmy Awards serve as proof that when those elements align, venues that rise to the challenge set the standard for the industry.

‍