Three ways to use Recognition and Appreciation Moments to Improve your Guest Experience.
At MoonShot, we support so many events, and in most instances; one-off, world-class events. We know that delivering an awesome experience to your guests is reliant on your staff feeling comfortable in their position with the right knowledge, processes and tools to do their job effectively. Doing what you have always done “because it works” and “if it’s not broken then don’t fix it” isn’t the way to create exceptional and memorable experiences. You should constantly be looking at ways you can improve those experiences, and a good place to start is with your front-line team. Below are three ways you can use recognition and appreciation moments for your staff, in order to improve your guest experience.
Make a positive impact on their arrival.
We know that training every staff member is a challenging exercise in both time and budgetary limitations. With that being said, you can create a positive moment for them that can brighten their day and let them know they matter. This in turn will have a positive impact on their behaviours, not only in their day-to-day duties but also towards your guests, throughout the event.
Since 2017, we have been supporting the NFL London Games and recently, the NFL Germany Games in both Frankfurt and Munich. In the 2023 Germany games, we had our appreciation team stationed at every staff entry point, hours before any fan would be arriving, giving out a TEAMMATE pin for game 1 and an NFL key chain for game 2.
In total we ordered 6000 pins and 6000 key chains to be given out solely to our TEAMMATES, creating a positive moment for them, right at the start of their day. This is typically not what happens at most event venues; staff arrive in the cold and darkness, go through security and head towards their muster points. At MoonShot, we provide a change in that staff journey experience and a warm and sincere welcome to all front-line staff members at the start of their day. Low cost, high impact.
Right: The MoonShot welcome team, greeting front-line staff members at the beginning of their day at Super Bowl LVII.
Encourage purpose, care, appreciation and empathy in your operation.
Most of the front-line staff we work with are just trying to make ends meet and don’t feel rewarded or find purpose in the jobs they have. Giving someone purpose, can open up a world of great results for your guest experience. They should already know their role so event day briefings should be about energising them to make a difference in the lives of the guests they meet. Challenge them to look out for those that need additional support, like accessible guests, families and the elderly. At the end of their shift, make sure you thank them for purposeful actions they have displayed and recognise those actions.
As a leader, it’s about setting out what’s most important, and if you want to deliver a world-class experience, the most important thing is ensuring your staff have a purpose in everything they do.
Make it an expectation that all leaders must display role model behaviours.
We ask all leaders to display the following behaviours throughout every event we support:
1. Give front-line staff warm welcomes and friendly farewells
2. Use first names and ask them how their day is going
3. Look out for safety issues and report them
4. Recognise positive behaviours using recognition resources
Leading by example, is key to creating a culture of staff accountability.
Right: The MoonShot recognition team showing appreciation to front-line staff members at Formula1 Miami in 2023.
Contact us to see how we can help you further create awesome experiences for your fans/guests/customers.
The MoonShot recognition team, ready to reward front-line staff members at the end of their day, for recognised behaviours.
Below: Pins and Key Chains given out to front-line staff members by the MoonShot welcome team.
Below: The MoonShot recognition team showing appreciation to front-line staff members at The NFL Germany Games 2023.
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