Use this infographic to employ the GUEST acronym for all 8 guest services touchpoints at your stadium.

1. greet sincerely
with eye contact
understand the
guest’s needs
engage in helping your
guests promptly
smile & be positive
THROUGHOUT
thank guests at
every opportunity
service with a wow!
Now wow your crowd! We
have designated 8 essential
touchpoints for game day
guest services so you can
immediately put a Guest
Services ‘WOW’ plan in place.
ARRIVAL / PARKING LOTS
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Communicate to your guests
through your radio partners to
deliver traffic routes and
patterns allowing for a more
enjoyable commute.
Use signage in the parking
lot to display your text
communication information so
that your guests can use it
when they need to.
Have your season ticket
holders opt-in to receive game
day notifications and send
group texts to these
subscribers to communicate
game day updates.
Deploy alcohol management
teams to identify and mitigate
potential hazards as a result
of drunk guests. Reassure
your guests that guest
services is under control.
stadium access
Run the math and
use your analytics to
employ appropriate staffing
in order to cut line times to
approximately two and a half
minutes. Not only does
increased flow of lines
enhance the guest
experience, it also
mitigates the risk for an
active shooter incident.
guest movement
Role-play with your staff
using the GUEST acronym
we provide above and put
it into place in order to
prevent any guest
services nightmares.
Empower staff to
acknowledge all guests
they make eye contact
with. This lets the guest
know your team
is there for them.
By doing this, you’re
demonstrating that
you hire and train staff
that are willing and
able to help guests
when they need it.
concourses
FAN CONDUCT
Mount signage displaying fan
code of conduct and text
communication information
throughout your concourses
and every concession point.
This makes the fan code
of conduct clear to guests
and makes it real.
Implement a lost and found
solution letting your guests
report their lost items at your
guest services locations. This is
an inexpensive way to
enhance guest experience
and build loyalty.
Signage displayed in the
concourses also act as a
deterrent for intoxicated
persons to help put
them back in line.
Use your analytics to
understand point of sale
metrics to best determine
your staffing needs against
the fan base for specific
areas in the stadium.
bowl entry
All ushers need to be at their post and
ready to WOW your guests. It’s game time!
It’s important to
have all ushers
trained on hotspots
and protocols.
Train staff on how
to effectively
communicate
incidents occurring to
the command post.
Always mount signage
that displays your fan
code of conduct and
text communication
information.
THE BOWL
FAN CODE OF
CONDUCT
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TO REPORT
AN INCIDENT
Deliver light-hearted public
service announcements (PSA)
at specific times during the
game explaining your fan code
of conduct and ways to
communicate with staff in
the event of an incident.
Display visible static signage
throughout the bowl, that way,
when you’re not on the loud
speaker everyone knows you’re
still in control and focused on
their safety at all times.
Being able to exceed guest expectations is a key
ingredient to a successful game day. Implement a request
tracking solution to increase staff efficiency and improve
performance. Never overlook a guest request again.
stadium exit
Re-deploy your rapid response team to the parking lot
anywhere from 10 minutes before the end of game to
the end of game, depending on activity in the bowl.
Re-deploy your police force to the parking lot complete
with officers on foot, patrol cars, and lights flashing. This is
a useful deterrent for potential hazards. It also provides
assurance to your guests that they’ll experience a
seamless and safe exit from the stadium property.
Give your guests the ability to report lost items
through your website if they miss guest services in
the concourses or get home before they realize
they’ve lost a possession.
PARKING EXODUS
The party’s over, but that doesn’t mean
guest services stops! Your ushers should be
waving good-bye and thanking your guests
for attending the event.
Conclude your guest services efforts
and leave a smile on everyone’s face,
and your guests wanting more!
hold your staff accountable for each expectation
Measure your staff’s
performance on game day.
Ensure they deliver
professionalism, energy,
and the friendliness you
require to set the tone for a
memorable guest experience.
Depending on the
location of your stadium,
re-route traffic patterns
for easy exit too. It’s one
more shot to WOW your
guests on game day.
8 essential
touchpoints
for
GAME day
first-CLASS guest services
is paramount
The fan experience is essential to
everyone’s livelihood. You certainly
can’t guarantee a win, perfect weather,
or prevent car trouble on the way. But,
you can and must deliver the highest
level of guest services.
Infographic designed by
Peace of Mind for the
World’s Greatest Properties
© c o p y r i g h t 2 0 1 6 - i s s 2 4 7 . c o m
guest
services
Employ These 5 Guest Services Expectations in Every Way
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69050
WELCOME