Chapter 4 - Building the Fan Services & Experience Team
Fan Services & Experience team members form the front line of event delivery. They are responsible for communicating and interacting with attendees, serving as a reference point for questions and concerns, and transforming routine event moments into memorable experiences.
Team members often create attendees’ first and last impression of the event. They provide accurate, timely, and service that exceeds expectations in a confident, flexible, and proactive manner. Depending on the event and venue, team members perform roles including:
Crowd direction and wayfinding
Ushering and seating assistance
Ticket scanning and access management
Information provision
Rule enforcement and compliance monitoring
Decision-Making & Escalation
Team members are empowered to make independent decisions about information provision, crowd direction, standard wayfinding requests, and answers to frequently asked questions about the event and venue.
Team members must escalate the following situations to their Team Leader or designated supervisor:
Guest complaints or disputes
Medical or welfare emergencies
Security concerns or suspicious behavior
Rule violations or enforcement disputes
Accessibility issues or requests requiring accommodations
Lost children or missing persons
Team members often hesitate to escalate routine situations, fearing they’re ‘bothering’ their Team Leader. This hesitation can delay response to genuine emergencies. If a situation feels uncertain, unusual, or uncomfortable, escalate immediately. It’s better to escalate a false alarm than to miss a genuine problem.
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HSE (UK Health and Safety Executive) - The Purple Guide to Health, Safety and Welfare at Music and Other Events
https://www.thepurpleguide.co.uk/purple-guide-liteAssociation of Volunteer Managers
https://volunteermanagers.org.uk/learning-and-events/Pine, B.J., & Gilmore, J.H. - “The Experience Economy: Work is Theatre & Every Business a Stage” (2011) - Citation: Pine, B.J., & Gilmore, J.H. (2011).
https://archive.org/details/experienceeconom00pine