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!
What are the 4 Key Elements of Service Delivery?
Be in proper uniform!
Black dress pants or black dress shorts (knee length)
Absolutely no yoga pants, leggings, biker shorts, basketball shorts, athletic shorts, etc.
Allianz Field distributed uniform shirt (varies based on location working)
Black hat or group logo'ed hat
Black, closed toe, non slip shoes (cannot wear slip on shoes)
Visible name badge of color corresponding to age
Practice good hygiene!
Groomed hair and facial hair
Showered and wearing deodorant
Clean hands and fingernails
Hair covered by hat or hairnet at all times
Greet with a smile or a nod from a distance (~10 feet)
Welcome the guest as they approach (~5 feet). "Hi!" or "Welcome!"
Offer assistance with a question: "How can I assist you?" or "May I take your order?"
Make sure to ALWAYS repeat the order & price back to the guest to ensure accuracy
"That'll be one tender basket, a Pepsi and a fry cup for $35.00. Can I get you anything else to complete your order?"
Make sure to ALWAYS offer a copy of the receipt to the guest
"Would you like a copy of your receipt?"
Thank departing guests
"Thank you!"
"We appreciate you!"
Farewell Wish
"Enjoy the game!"
"Have a great day!"
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