— Playmaker Spotlight —
We are happy to announce our MVP’s from the NHL Stadium Series on February 21! Thank you and congratulations to Kyle Fukui, LaTanya Samuel, Cathy Ramirez, Meg Jones, Sue Dutiel, and Milinda Quesada for your excellent work and showcasing our SCORE Values.
Kyle Fukui
Kyle and LaTanya always provide great service in the Yahoo Club. During the NHL Stadium Series one guest was so impressed with the respect they had for their guests that she wrote a wonderful email to guest services about it. In the email the guest writes that she was “amazed at the level of service and professionalism” of both Kyle and LaTanya. She then went on to say that they are great assets to the stadium and would be a reason for her to return to Levi’s Stadium again. There is no better way to shape the character of Levi’s Stadium than by creating memories like this.
LaTanya Samuel
Kyle and LaTanya always provide great service in the Yahoo Club. During the NHL Stadium Series one guest was so impressed with the respect they had for their guests that she wrote a wonderful email to guest services about it. In the email the guest writes that she was “amazed at the level of service and professionalism” of both Kyle and LaTanya. She then went on to say that they are great assets to the stadium and would be a reason for her to return to Levi’s Stadium again. There is no better way to shape the character of Levi’s Stadium than by creating memories like this.
Cathy Ramirez
All of the gates ran smoothly and got everyone in without a hitch during the Stadium Series, but we wanted to recognize Cathy for stepping up and taking the reins at Canopy 6 in the absence of their usual supervisor. Cathy is usually our lead at Canopy 5 but was able to seamlessly take charge of a new team during a brand new event full of challenges we hadn’t yet seen. This is the true embodiment of our one team and respect values. Thank you Cathy!
Meg Jones
Meg showed us what going the extra yard is all about last Saturday. Meg happened upon a couple that had been in a dispute. It became very obvious to her that one of the guests was very upset. Meg was able to calm the guest down and continued to monitor the situation, while also notifying her supervisor of the incident to further monitor as well. Thank you for having so much respect for our guests Meg!
Sue Dutiel
Since the opening of Levi’s Stadium the one of our toughest areas to control has been the entrance to the United Club. The narrowness of the concourse and high traffic from guests leaves very little space for those who aren’t sure where they are going. Sue did a fantastic job directing guests and controlling the traffic flow of this area, especially considering most of our guests were brand new to the stadium. This is a great service to our guests. Thank you Sue!
Milinda Quesada
Milinda showed great respect for Levi’s Stadium and the integrity of our tickets and credentials during the NHL Stadium Series. Working on the Verizon Press Level and the NRG Solar Terrace there are often people trying to cheat the system and sneak in to see what is going on in these areas. There is no need to worry that those without access are getting in with people like Milinda at the access control points. Milinda caught two members of the red team attempting to use false credentials during the NHL Stadium Series. Thank you for upholding the integrity of our operation!
Playmaker Recognition Plan We will continue to recognize those who are going the extra yard to make Levi’s® Stadium the great place it is with our Playmaker Recognition Plan. For each event, front office personnel, managers, and supervisors will be carrying around SCORE Cards to give to any Playmaker that is going above and beyond to give great service to our guests. Turn your first SCORE Card in to the uniform room at the end of the event and receive a SCORE Pin to wear on your uniform. For your second SCORE Card, you will get a large, detailed commemorative coin, similar to those used for the coin-toss at the Super Bowl. When you receive your third SCORE Card, you will receive an authentic NFL Football with the SCORE Logo on it. Secret Shopper Plan During each major event here at Levi’s Stadium, secret shoppers will be moving throughout the facility and evaluating the service of Playmakers from every department. Playmakers are evaluated on the same principles that we discussed during training: proactively greeting and helping guests, using a smile during every interaction, and being highly knowledgeable about Levi’s Stadium. Playmakers who score 100% on their evaluation will receive a $25 gift card. Our Secret Shopper program began on November 2 and the results have been very strong so far. Keep up the great work — Compliment Corner — This is a section dedicated to you, the Playmaker! Here is some recent feedback we have received from our guests about YOU! Successful NHL Stadium Series Quotes The NHL Stadium Series was a great success for us on the 21. Our attendance was over 70,000 for the game, making it the highest attended event at Levi’s Stadium to date. Thank you to all of our Playmakers for making this event run so smoothly! Here are some reactions from the game: “Best NHL outdoor experience to date” – Gary Bettman, NHL Commissioner “The big event turned the home of the 49ers into a celebration of a sport whose games are normally played in indoor arenas with one-fourth the capacity. And fans showed their ability to adapt to the football setting by firing up grills for tailgating parties that filled the air with smoke three hours before the opening faceoff.” – David Pollak (San Jose Mercury News) “The reality show cameras, the concerts, the fireworks, the crowd of 70,000-plus simultaneously shark chomping, a tie game underneath the lights of a glittering stadium and a potential playoff spot hanging in the balance. It all made for an absolutely electric atmosphere.” – Abbey Mastracco (FoxSports.com) “I think you try to enjoy it with your friends and family and the whole experience on days like [Friday] and maybe warmups [Saturday]. Once the puck drops you switch to a more businesslike mentality . . . The whole experience, the whole production that the NHL and Sharks put on here at Levi’s Stadium – I’m at a loss for words for it.” – Sharks Forward Tommy Wingels “I took a lot of pictures, and I’ll have that memory for a long time.” – Sharks Head coach Todd McLellan Dear Guest Services, Although the people I complained about in my emails were not there Sunday, I was very impressed with what I did find. When we arrived at our section I talked with the person at the top of the row he immediately pulled our his little notebook (I thought he was going to take my info) and opened to the page that had a brief explanation of the situation and the section, row and seat numbers that I had given you. He said he would be walking by frequently to keep an eye on the situation. I do so appreciate that this was handled so well and that the info was there in his notebook when we arrived and he knew the possible problem. I talked to others around the area and they were very pleased as one family was there with small children and the father said there was going to be a major problem if that happened again. I was thankful they were not there and there was no problem at all. However, thank you again for you efficient and prompt action. It is greatly appreciated by my family and by many others that sit in the area. That was probably the only game my wife and I will attend this year (as they are my sons tickets, he and wife are in Hawaii for two weeks, and our day started at 8am and ended back home at 9:15pm). We love the new stadium and if we were not so old (74 and 69) we would make the trip more often. Do really like taking ACE to the stadium. When our sons were growing up back in the 80’s and 90’s we had season tickets at Candlestick for about 10 years. I have been attending the niners games since they were playing at Kezar which is just a few years ago. Again THANK YOU! I do hope that those guys do not show up in the future as it ruins that game for many around them. Dear Guest Services, I wanted to send you a thank you for the job your team did helping my dad today at the game. He collapsed and fell over a row over seats breaking his arm and bumping his head. I think his episode was a result of high blood sugar…the excitement of the game and all that comes with it got the best of him. He told me all people involved he interacted with did a great job. He was also impressed with the medical facilities and staff on-site. He’s been going to games since 1946 and has never left in an ambulance…he was bummed to be on his way out while the national anthem was being sung. Thanks again for your teams great work!
“We will be back” – Bill Daly & John Collins, NHL Deputy Commission & NHL COO
“Your football operations team is first class” – Doug Wilson, Sharks General Manager
“Outdoor Hockey A Smashing Success in San Jose” – Mark Purdy, San Jose Mercury News
“California Love: NHL Stadium Series Draws Big Crowd at Levi’s Stadium” – Sports Business Journal
