The Key Task

Align service and training across more than a dozen operations & experience departments and vendors by leading a cross-functional working group to develop and implement experience standards

Business Goals

• Better translate Giants values to service delivery

• Increase consistency in service delivery across departments and vendors

• Make interactions with staff a draw toward return visits rather than a barrier

Guest Wishes

• Reflect the fact that guests see all departments and vendors as venue staff - the logic of department silos is not meaningful to guests looking for a seamless experience focused on the product on the field

• Ensure that interactions with staff align with the tone of the larger experience in the venue

Strategy

• Convene a working group that includes leaders from a range of guest experience and operations departments

• Bring in a skilled service-delivery consultant (Moonshot) to provide third-party perspective and high quality facilitation to align on a meaningful and authentic service standards framework

• Roll out new standards using a range of learning and communication opportunities for the large group of front-line staff

• Focus on supervisors as a conduit to coaching front-line staff up and reinforcing the new framework