Opening a Multi-Billion $ Venue with No Fans

Today’s episode is all about Guest Service vs. Guest Experience and Designing Customer Experiences in New Venues

On this episode, David sits down with Kameron Durham, Vice President of Guest Experience for the entire entertainment footprint of Hollywood Park, including SoFi Stadium, the brand new home of the Los Angeles Rams and Los Angeles Chargers.  Prior to this role, he was the Director of Guest Services for the Seattle Mariners and the San Diego Padres.  In its first year, SoFi Stadium did not host any fans due to the COVID-19 pandemic.  In lieu of guests, they re-thought customer experience and service as stakeholder experience and service, focusing on the employees and players and those who are expected to deliver magical moments for fans. 

Show Notes

6:34     Transactional Guest Services vs. Proactive Guest Experiences 

9:58     Mindsets and Skill Sets Changes 

11:52  Evolution of Staffing - Investing In and Empowering Employees with the San Diego Padres

15:42  Hiring Authentic People for Your Mission

22:25  SoFi Stadium / Hollywood Park - Bringing a $5 Billion Project to Life

27:30  Creating the Strategy, Knowledge, Tools and Rewards for Enhancing the Employee Experience 

33:31  Measuring Success of Guest Experience 

38:20  Incorporating Third-Party Partners into the Family

41:46  Building an Employee Incentive/Reward Program

44:20 Impactful Technology Enhancements for Guest Experience

47:45  Putting the Customer at the Center of Decision Making

50:48  Connecting Work, Live and Play in Hollywood Park

53:41  Rapid Fire Questions

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Connect with Kameron on LinkedIn.

Today’s episode was sponsored by CheckdIn.  Know exactly who’s working in your venue.

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