8 Ways to Optimize Guest Services on Game Day
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The document outlines essential guest service principles for improving fan experience at events, emphasizing a safe, clean, and friendly environment. Key touch points include effective communication, prompt service, and staff training to enhance interactions from arrival to exit. Additionally, it introduces ISS 24/7, a technology provider offering solutions for incident management and facility operations.
8 Ways to Optimize Guest Services on Game Day
- 2. Providing first-rate guest services is paramount.
- 3. We know itʼs one of the top goals on your list. Guest Ser vices other things other other things
- 4. We also know it is the top goal
- 5. on your bossʼs list.
- 6. Preparing for and delivering to your fans
- 7. a safe, clean and friendly environment
- 8. is fundamental to the fan experience.
- 11. They all count
- 12. 5GUEST Here are Services Expectations that can help you along the way
- 13. Wait. Prefer to dowload this SlideShare as a PDF and view that way? Click here.
- 14. Greet sincerely with eye contact G =
- 15. U = Hi, can I please have a cup holder for my coconut? Sand is getting all over it...
- 16. Understand the guestʼs needs U = Hi, can I please have a cup holder for my coconut? Sand is getting all over it...
- 17. E = ooh yeah... thatʼs the spot
- 18. E = ooh yeah... thatʼs the spot Engage yourself in helping guests promptly
- 19. S = Smile and be positive
- 20. thatʼs a little better...
- 21. T =
- 22. Thank guests at every opportunity T =
- 24. here are
- 26. here are essential touch points
- 27. here are essential touch points for
- 28. here are essential touch points for game day
- 29. here are essential touch points for game day guest
- 30. here are essential touch points for game day guest services
- 32. Communicate to your fans through your radio partners
- 33. deliver traffic routes and patterns
- 34. allowing for a more enjoyable commute
- 35. Use signage in the parking lot
- 36. to display your text communication information
- 37. so that your guests can use it
- 38. Move your alcohol management and rapid response teams to entry gates
- 39. to monitor and identify intoxicated persons
- 40. and mitigate any incidents
- 42. Use your analytics to employ appropriate staffing
- 43. in order to cut line times
- 45. Role-play with your staff using the GUEST acronym we provided
- 46. in order to prevent any guest services nightmares
- 47. This gives your guests the peace of mind that youʼre in control
- 48. 4. Concourses
- 51. Lost & Found
- 52. Lost & Found Implement a lost and found solution
- 53. Lost & Found letting your guests report their lost items
- 54. Lost & Found directly at your guest services locations
- 55. Lost & Found or even better, through a web form
- 56. 5. Bowl Entry
- 57. All ushers need to be at their post and ready to WOW your fans
- 58. Itʼs important to have all ushers trained on hotspots & protocols
- 59. Train staff on how to effectively communicate incidents occurring
- 60. to the command post
- 61. 6. The Bowl
- 62. Deliver light-hearted public service announcements
- 63. at specific times during the game explaining your fan code of conduct
- 64. and ways to communicate with staff in the event of an incident.
- 65. Implement a guest request tracker
- 66. which allows you to track guest requests separately from incidents
- 67. increasing staff efficiency and enhancing the guest experience
- 68. 7. Stadium Exit
- 69. Re-deploy your rapid response team to the parking lot
- 70. anywhere from 10 minutes before the end of game to the end of game
- 71. Re-deploy your police force to the parking lot
- 72. complete with patrol cars and lights flashing.
- 73. This is a useful deterrent for potential hazards.
- 75. Your ushers should be waving good-bye
- 76. and thanking your guests for attending the event.
- 77. Depending on the location of your stadium
- 78. re-route traffic patterns for easy exit too
- 79. Itʼs one more shot to WOW your guests on game day
- 80. Ensure your staff delivers professionalism
- 81. energy
- 82. and most importantly, the friendliness you require to set the tone
- 83. for a memorable guest services experience.
- 84. Click the link to read our full article. Click Here
- 85. About ISS 24/7 ISS 24/7, the nation’s leader in facility management and text messaging communication software for the world’s greatest properties, provides innovative technology to increase efficiency and effectiveness of facility operations. ISS 24/7 offers software for incident management, maintenance management, text messaging, inspections, credentialing, and lost and found. Readers interested in learning more about the suite of services for ISS 24/7 should visit ISS247.com. ISS 24/7 provides ISS 24/7 Command Post (the “Technology”). The Technology is a web-based system designed to enhance the situational awareness, safety, and security for sporting and entertainment events, security operations and property management organizations. Tel: 954.514.8988 • 12411 NW 35th St. Coral Springs, FL 33065 • ISS247.com