1.6: What is Fan Services & Experience

Traditionally, Fan Services & Experience involves the deployment of a team on the ground during event day that:

• Greets and welcomes fans as they enter the venue

• Acts as a point of reference for questions and concerns

• Distributes young visitor wristbands and first visit certificates

• Handles lost and found claims

• Provides directional and queuing support

• Proactively and positively engages with fans

The Fan Services & Experience team is vital to ensuring fans have a safe, enjoyable, and memorable experience. The team is often responsible for fans' first and last impression of their attendance. At the heart of providing a positive impression is the reassuring presence of the Fan Services & Experience team, restoring attendees' confidence in finding solutions to their queries.

Successfully achieving these outcomes requires careful planning and consideration, as well as effective integration with key internal and external stakeholders of the event or stadium.

A Fan Services & Experience team member who is approachable, service-oriented, skilled in problem-solving, and capable of comfortably addressing individuals and crowds is the tip of the iceberg. Its bulk is composed of elements such as:

• Creating a client-centric strategy

• Defining the level of service

• Identifying resource requirements

• Recruiting and training team members

• Creating, implementing, and delivering event day operations

These elements are covered throughout this Guide.