Page 35 - 2017, SEPT 24 - LIONS VS FALCONS - SHOP 1

Guest Services

Shopper 1
Question
1 Section/Location: Guest Services Section 225 Staff Name: Caroline Time: 11:57PM
Mrs. Shopper asked Caroline at Guest Services where the closest smoking area was located. She explained the area outside the gate is usually a smoking area but
was not going to be open until a half hour after kickoff. She then directed me to a smoking area on the lower level near section 129. Caroline was friendly and told
me to enjoy the game.
2 Section/Location: Guest Services Gate A Staff Name: Patricia Time: 2:10PM
Mr. Shopper went to guest services in search of directions to an ATM to get cash. Three employees were behind the desk and all three had their backs to the
counter and were having a conversation. After a little over a minute Patricia turned around and when she noticed Mr. Shopper asked if she could help. She was
helpful and gave good directions to the ATM. It may have been bad timing, but it did not make a good impression to have all three representatives with their back
to the counter and to take over a minute to turn around and notice someone was there.
3 Section/Location: Guest Service near 227 Staff Name: Tyler Time: 3:20PM
I approached the Guest Service counter, Tyler asked how he could help. I asked if there was a slushy type of drink we could purchase. He started to look in his
information. Michael who was also working at the counter came up and he assisted as well. They then pointed me down the hall where I was able to find a vendor.

Shopper 2
1 Section/Location: Section 225 Guest Service Staff Name: Darcel Time: 3:30PM
Darcel was very friendly and helpful, was knowledgeable about shuttle pick up locations and 50/50 drawing when asked.
2 Section/Location: Text Assist
The Text Assist Program on the video board was extremely visible during the game. We did not sit by any unruly fans but I thought it was a great, discreet option to
be able to text if any issues came up.
3 Section/Location: Gate A - Guest Service Staff Name: Time: 11:30AM
The Guest Service counter was very busy. It appeared many fans were asking questions, and the staff was helping everyone who came to the desk.

Woodward Avenue Travel (for client use only) Page 68 2017, SEPT 24 - LIONS VS FALCONS - SHOP 1 - Guest Services