Guest Path

What is GuestPath?

GuestPath reflects the commitment we have to provide every guest with a memorable experience, and to empowering our associates with the knowledge and skills they need to perform their jobs effectively and to deliver first-rate service.

Our GuestPath Service Promise

Creating special experiences one guest at a time®

How do we achieve this?

Using the 4 Key Elements of Service Delivery during every guest interaction!

Operational Service Standards (OSS)

Upsell

• • What is this? Upselling is a sales technique where a seller invites the customer to purchase more expensive items, upgrades, or other add-ons.

  • Ways to accomplish this would be up-sizing a drink or offering a food item with their beverage

    • Example: If the guest orders a bag of popcorn, ask "would you like to make that a souvenir popcorn?" or if a guest orders a Coors Light ask if they would like the 24 oz.

Record the order in the register 

• Record the order in the register and repeat the order and cost back to the guest 

• This is a great way to limit human error

Always offer a copy of the receipt to the guest 

Be quick 

• The guest should receive their order within 90 seconds from the finished ordering

If the order has multiple items, offer a carry tray 

Universal Service Standards (USS)

Professional Appearance and Grooming

• Dress for success! Come in full and clean uniform, ready to work

Attentive Posture

• Face guest and show that you are ready to serve them 

Gracious and Friendly Service

• Smile and bring the excitement of the game

Greeting Guests

• Be the first to say "Hi, how can I help you?"

Using the Guest's Name

• Look for their name on a credit card or badge and use it

• For example: "Thank you and enjoy the game Brian!"

Thanking the Guests

• Show appreciation by thanking the guest for their business

Teamwork

• We work as a team to accomplish big goals

Pride in Facility Maintenance and Appearance

• Keep Allianz Field clean and in good shape. If you see something, clean it up.

Product Knowledge and Associate Skills

• This is your time to shine and show what you know! Use the resources provided to you in your stand or by your stand lead to become familiar with the product we sell

Telephone and Radio Etiquette

• Talk on the phone as if the guest is in front of you

Service Recovery

A thought-out, pre-planned process of returning dissatisfied customers to a state of satisfaction with a product and/or service.

S: Sincere Apology

• Apologize to the guest with sincerity. Smile and show you care. 

E: Empathy

• Show the guest empathy by following your apology with something such as, "I understand how frustrating this must be"

R: Resolve

• Make sure you are offering a resolution to the problem. "Let's make this right" and offer a refund or a complimentary item. Get your stand leads to help with this part and always get approval from them before making this step. 

V: Verify

• Verify the guest is satisfied with the resolution: "Is there anything else I can help you with today?"

E: Exceed

• Do all of this with a smile, a positive attitude and empathy for the guest

And always remember to Say Yes!

Take care of a guest's reasonable requests!

• A guest wants an extra boat to share their meal...

• Know the rules but use your experience and best judgement to create a magical, memorable moment and special experience for the guest

• It may not be your problem, but it can be your opportunity to help solve someone else's problem

• Feel empowered to solve a guest's issue

• Be ready to adapt, using common sense