As a customer satisfaction expert, Ruby specializes in staff development for
facility management, guest services, parking attendants, security personnel, ticket
takers, ushers, merchandise vendors, concessions, suite and club level team members,
housekeeping, as well as concierge staff.
In each of the programs, Ruby brings in specific examples from her experience
working with stadiums, arenas and sports complexes for your staff. She has made a
difference on the level of service for fans across the country!
Success in sports venues and positive guest relations go hand in hand. It's no secret
why certain stadiums keep their fans happy. They win their guests' trust and loyalty
by developing long-term, satisfying relationships. This training program will help
your staff develop skills to consistently promote and deliver positive service with
every fan encounter.
*This program is very interactive and great for seasonal staff training. It includes
brainstorming, checklists, small group discussions and activities that will improve
both internal and external customer relationships.
In this program, Ruby will help participants learn how to:
• Improve fan loyalty and increase season ticket holder retention
• Explore the mindset of stadium guests and identify what it is they are looking for
• Handle intimidating concerns with diplomacy and tact
• Build rapport and trust by using the SOFTEN Technique, while staying in control of
the situation
• Choose your words and promote positive relationships with guests throughout your
stadium
Ruby will customize this program to address specific procedures and fan guidelines
that apply to your venue.
Supervisory Skills - The Manager's
Essential Guide
Recommended Program Length: 2 to 4 Hours
As the demands on a supervisor increase, the job grows and changes. This growth,
however, can sometimes create challenges for supervisors, who are now called upon
to be "all things to all people." In this session, Ruby will share ideas that will
help your staff develop positive skills as a leader and motivate event staff to be
at the top of their game. Remember, supervision is not a role - it's a relationship.
Through stories and activities, and using her own experience in management,
Ruby will help your staff learn how to:
• Demonstrate that they are a positive role model for the staff they supervise
• Utilize positive communication skills
• Manage time wisely
• Demonstrate effective delegation
• Clarify expectations for every staff member
• Create an environment to promote staff development and retention
How to Develop an Effective Employee Training Program for
Your Sports Venue Staff
Recommended Program Length: 2 to 4 Hours
Total quality performance calls for workers with solid basic skills. Whether you
are training facility management, security, ticket takers, guest relations staff
or concierge staff, Ruby will teach you how to help employees fine-tune their skills.
This can be your secret weapon for nurturing loyal staff members. Learn training
strategies for introducing new employees to your organization and how to improve
their skills as they develop.
In this program, Ruby will help participants learn:
• Strategies for creating a positive learning environment
• Key elements of an effective employee orientation program
• How to develop an employee-training checklist
• How to clarify expectations beyond a job description
• How to provide the tools your employees need to do their job efficiently and effectively
• Steps to holding a disciplinary session to improve staff performance
Difficult employees can be toxic to any sports facility. If their issues are
not addressed, these staff members can cost businesses thousands of dollars
due to high employee turnover, lower employee productivity and contribute to
an overall poor work environment. In this session Ruby will teach you how to
address inappropriate behavior effectively, while maintaining a positive
relationship with your staff.
In this program, Ruby will help participants learn how to:
• Head off potential problems and conflicts through establishing employee
performance standards for each position
• Design a performance planning system to promote improvement
• Document and terminate employees who can't be salvaged
We all know that positive guest services are crucial to the success and
prosperity of every stadium. But if you already have a guest relations
program in place and are doing all the "right" things then how do you
move to the next level in fan loyalty? What steps do you take and how
do you bring your employees with you? Join Ruby Newell-Legner, a
specialist in training stadium guest service staff, as she explores
how to raise the bar in serving your fans.
Participants in this program will learn:
• 16 specific ways to raise the bar in guest services
• "Best practices" from exceptional sports venues
• How to clarify guest relations standards for your staff
• How to turn a one-time visitor into a season ticket holder
The relationship between your staff and your guests is the catalyst for building
total customer satisfaction and creating long-term season ticket holders. As
your stadium competes for your fans' leisure dollar, everyone must understand
how to keep their guests happy so they will come back for more ... and bring
their friends with them. In this session, Ruby will give you an up close
look at the strategies you will need to understand to build rock-solid customer
loyalty. Citing her experience working with a variety of venues, Ruby will share
the ground rules for keeping your guests happy.
This program is very interactive. It includes brainstorming, checklists, small
group discussions and activities that will improve both internal and external
customer relationships.
Participants in this program will learn to:
• Respect what guests want and understand why guests complain
• Use listening as a skill to enhance relationships
• Use positive body language to enhance perceptions
• Handle concerns with diplomacy and tact
• Use the S-O-F-T-E-N Technique to win over angry fans
• Choose your words carefully to leave a professional impression
Stay COOL! Create Ongoing Opportunities to Love your Job, your Customers and your Team
Description
Imagine a workplace where everyone works like a team, confidently promotes
customer satisfaction and comes to work every day with a positive attitude.
Sounds like a "COOL" place to work huh?
The upbeat energy created by that kind of work environment can be positively contagious.
In this session, we will explore what it takes to create such an atmosphere.
We will investigate camaraderie, taking responsibility to leave a positive
impression on every customer and how our individual perspectives can make it a
long day or a Fun day.
Participants in this program will learn how to:
• Promote teamwork and create camaraderie with your coworkers
• Develop and maintain a high level of morale within the "ranks"
• Elevate your customer service standards by improving the perceptions you
leave with every patron
• Recognize the need to take responsibility for having a positive attitude and what
to do when a teammate is having a bad day
