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Guest Connect Initiative - Linking Good Times & Great Service
Olympia Entertainment, Detroit’s premier marketer of sports and entertainment events, implemented Guest Connect, a new guest relations program focused on the guest experience, across all venues. By linking good times and great services, the extensive training program is dedicated to educating, developing, and recognizing Olympia Entertainment colleagues to ensure each guest experience is maximized with first-class service.
Committed to creating memorable sports and entertainment experiences Guest Connect is designed to engage colleagues in all departments and levels to deliver exceptional service in the form of responsiveness, helpfulness, sincere interest, assurance and empathy. Having more than 10 million guests visit Ilitch-owned venues in 2010, representing half of the 20 million people that visited downtown Detroit last year, according to the Detroit Metro Convention & Visitors’ Bureau, the program is founded on the “Five Points of Common Sense for Memorable Events” to include:
- Great first impression
- Understand and empathize
- Exceed expectations
- See it through
- Thank them
“Guest Connect empowers our colleagues to make positive and extraordinary experiences for our guests,” said Tom Wilson, president and chief executive officer of Olympia Entertainment. “Olympia Entertainment is built largely on our dedication to exceptional guest service and this on-going initiative provides an evolved guest relations approach to our increasingly competitive market.” Whether it’s the parking attendant, ticket taker, concession worker, receptionist or front office executive, Olympia Entertainment is dedicated to ensure each guest experience is enriched with unrivaled assistance from beginning to end; making each event a memory worth repeating. Olympia Entertainment is devoted to recognizing stewards of the program. Guests are encouraged to nominate a colleague, who they believe provided them with great customer service, by completing a Guest Connect nomination card and dropping it into a collection box located throughout Olympia Entertainment venues. Colleagues who exemplify Guest Connect, will also be rewarded by managers and supervisors through recognition cards when they are seen demonstrating the Guest Connect principles or by correctly answering on the spot quiz questions regarding the program.