Team Member Training
Let's face it - expectations for service at sporting and entertainment events continue to rise (as prices grow along with them). And while Guests are looking for a true "hospitality" experience, the nuances of working at a sport venue are unique - and gameday is not the same as a typical day in any other business.
Our 24 years of experience working and training employees in the sport and entertainment industry enable us to present relevant learning opportunities that reflect those unique circumstances faced every day by your Team Members. We believe that every venue has its own personality - and GEO Advisors customizes every class and topic to fit the needs of your facility, events, guests and especially your staff.
Mystery Shopping
Our Shopper Program uses qualitative and quantitative information to provide our clients with an in-depth understanding of what it is like to be a customer at their venue at an event. The primary focus of the research is the overall level of guest service provided by the entire gameday staff at the facility.
What makes the GEO Advisors Shopper Program unique is how we tailor it to your needs. We look for the things that you have trained your staff to do, the services aspects that matter to you and to YOUR guests - so that the Shopper Program becomes a natural progression in your customer service protocol.
As the saying goes, “If you don’t measure it, you are just practicing”. By deriving a set of Key Business Indicators and Metrics for your Shopper Program, we help you benchmark yourself, set specific goals and objectives, measure improvement and reward your team as appropriate.
Recognition Program Design
According to Forbes Magazine, companies that scored in the top 20% for building a "recognition-rich culture" actually had 31% lower voluntary turnover rates. GEO Advisors incorporates the brand promise that you make to your customers into a customized recognition program to help inspire your team.
SPORT INDUSTRY
Sure, a winning team sells tickets.
But the off the field-of-play experience is becoming increasingly important as a sales tool. Guests are looking for that extra “something”- that value-added component to the experience. And that, more often than not, is the service your organization provides to them each and every time they enter your venue or site – regardless of the outcome of the game - by taking the excitement of your Team’s brand and translating it into an exciting Guest experience.