The Key Task

Build the business case and implement a program to replace millions of single-use cups with more robust vessels that can be reused 100+ times each

Business Goals

• Stay ahead of city policy and prove out viability of reusable vessels in a large-venue setting

• Further buttress reputation as a leader in environmental sustainability

• Make food & beverage program as cost-efficient as possible

• Ensure operating teams can manage a major change in waste-processing procedures

Guest Wishes

• Enhance the food & beverage experience through sturdier vessels and a compelling sustainability story

• Avoid increasing customer costs and ensure continued variety in beverage offerings

• Address potential concerns about cleanliness and safety with high volume of cups being reused

Strategy

• Gain executive buy-in on an unfamiliar and counterintuitive concept

• Carefully vet vendor options in a new and growing marketplace

• Develop a clear and informative brand identity for the program that helps guests get used to a new process and understand the sustainability story

• Carefully monitor operational and guest-experience results, and use metrics to gate decisions around program continuation and expansion