Providing great guest services is paramount. We know it’s one of the top goals on your list. We also know it’s the top goal on your boss’s list.

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.

9. Every impression

10. Every interaction

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 =

23. Now WOWyour
crowd

24. here
are

25. here
are
essential

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

31. 1. Arrival/Parking Lots

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

41. 2. Stadium Access

42. Use your analytics to
employ appropriate
staffing

43. in order to
cut line times

44. 3. Guest Movement

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.

74. 8. Parking Exodus

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