Page 44 - 2017, OCT 8 - LIONS VS PANTHERS - SHOP 2

Guest Services

Supervisor
Question
1 Section/Location: Guest Services Section 133 Staff Name: Joanne Time: 11:26AM
Ms. Shopper witnessed Joanne come around her counter and hug a fan she recognized who was in a wheelchair. Ms. Shopper felt this was a kind gesture in
welcoming a fan she recognized.
2 Section/Location: Guest Services Section 226 Staff Name: Darcel Time: 2:39PM
When Ms. Shopper questioned an activity she heard about for kids at the end of the game, Darcel quickly responded, that there is a kids touchdown run. Darcel fully
explained the event and told Ms. Shopper where to line up so her daughter could participate. Darcel's excitement made Ms. Shopper excited to participate.

RECOMMENDATIONS

1) The guest services employees are all very friendly and helpful and I liked all the information they had available at the counters. They were well
informed about things going on inside the stadium, I would like them to know where things are around the city as well, especially for out-of-town
guests who may not know where they're going.
2) Most guest services personnel went above and beyond to assist guests. They were patient and friendly. They appeared to have excellent
knowledge of where everything was in the stadium. They were assisting fans and making sure they had adequate access to things like wheelchairs, etc.

3) I would recommend the Guest Service staff wear their name tags pinned to the their right chest so they are always visible.

Woodward Avenue Travel (for client use only) Page 84 2017, OCT 8 - LIONS VS PANTHERS - SHOP 2 - Guest Services