1. Professional Image
This one is pretty self explanatory. You want your staff to give off a professional appearance and for patrons to say, “Hey, you look like you know the answer to my question.” Other than a clean uniform, you want them to stand up straight and give off the ambiance of confidence.
2. Visibility and Interaction
Being present and establishing relationships with season ticket holders or others makes it more enjoyable not only for the patron but the employee. If you go somewhere to have a good time, you want to be comfortable and safe. Try putting them in the same spot for every event.
3. Know Your Role: Service
This one is probably the most important. It’s the industry were in. Everyone should be willing to provide the customers with remarkable service, not just the event staff. If they see others providing service to patrons, it will make them feel like they have support and it’s a team effort.
4. Typical Venue Policies, Procedures, and Prohibited Items
Make it as easy on the staff as possible. Signage throughout the venue and outside, dedicated section on the website, and using social media to get word out about special request from clients/acts will reduce the number of problems.
5. Reward Program
There are a lot of different things you can do, you just have to put in the effort to do it. If you do, the staff will see it and it will pay off. Where to start? Ask them for ideas!
6. Tools and Resources
You can’t be a farmer with no tools. If you’re asking them to be outside, let them borrow a jacket. If you’re asking them to help people in the dark, let them use a flash light. You get the idea.
7. Record Incidents
It’s important for them to know that incidents need to be recorded. I’ve heard of one venue giving all the supervisors digital cameras
8. Pre and Post Event Checks
Why not use this great number of people to cover your venue before and after an event? From my experience, it always seems that once the event staff checks in they just sit or stand around waiting for the pre-event meeting. Have them look for broken seats, pieces of trash, etc.
9. Training
A lot of the above and this one you’ve probably already done. That’s great but now it’s time to improve. So you have a training with 20-30 great slides that explains everything they need to know. Well, lets take that further. Have them get up and practice it. You wouldn’t have a sports practice and just show a video and then play a game the next day. You need to take what you learned in the video and actually practice it.
If you want to take this even further, you can offer:
- CPR Training
- Customer Service Training
- AED Training
- Security License (usually from local Police)
- Supervisor Training
- Certified Crowd Manager Training
10. Supervision
It all starts at the top, at least for the most part. Can you or your supervisors come around and ask them how there doing, if they need a break or if they have any questions? If they don’t see anyone for a few hours, it puts them in a tough spot, their attitude goes down, and the venues service and safety are put into question.
Please share your thoughts. Please add to the list or add to one already listed.
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