Case Study: Revitalized Detroit Foundation Launch Event
Project Overview
The grand opening of the revitalized Detroit Train Station was marked by a spectacular 15,000-attendee concert, set in a venue that had never hosted a concert before. The event’s success hinged on delivering a flawless guest experience, and to achieve this, my client hired us to address the critical challenge of streamlining staffing operations. The event required meticulous planning to ensure a seamless and memorable experience for all attendees.
The Challenge
The client needed to deliver a unified and flawless guest experience, but the disjointed operations of multiple independent staffing groups threatened to derail this goal. Each group operated without coordination or alignment, leading to confusion, inefficiencies, and potential gaps in guest service. Without a cohesive strategy to define roles and streamline efforts, the risk of operational breakdown loomed large.
Our Approach
We stepped in as the client’s trusted partner, focusing on the core challenge of creating a superior guest experience through effective and unified staffing management.
- Assessing the Landscape
- First, I met with the leaders of each staffing group to understand their specific responsibilities and execution plans. This one-on-one engagement revealed critical gaps and overlapping roles.
- Developing a Unified Staffing Plan
- Leveraging these insights, I created a comprehensive staffing plan tailored to the event’s unique needs. The plan clearly defined roles, streamlined workflows, and ensured all groups operated as a single, cohesive team.
- Team Alignment and Training
- I facilitated collaborative planning sessions with the staffing leads to review and finalize the plan, fostering a spirit of alignment and teamwork.
- To prepare everyone for event day, I developed training programs that equipped staff with the knowledge and confidence needed to execute their roles flawlessly.
The Outcome
The result was a flawlessly executed staffing operation that delivered exactly what my client set out to achieve—a seamless and world-class guest experience.
- The comprehensive staffing plan eliminated inefficiencies, providing clarity and focus across all teams.
- With all groups operating in harmony, every aspect of the event ran smoothly, enhancing the overall attendee experience.
- The success of this event set a new benchmark for guest experience at the venue, establishing it as a future destination for high-caliber events.
“Partnering with Game of Her Own was a game-changer for our event, Live From Detroit. Their ability to streamline staffing across multiple independent teams ensured everything ran smoothly. Thanks to their detailed planning, training, and execution, we delivered an unforgettable guest experience. We trust them completely as both guest experience strategists and staffing experts.”
– David Jacobsen, SVP, Head of Production, Civic Entertainment
Case Study: Exterior Campus Guest Experience Strategy for NFL Wayfinding Program
Project Overview
The NFL sought to elevate its guest services by developing a world-class Exterior Campus Guest Experience Strategy as part of its groundbreaking Wayfinding program. This initiative aimed to provide clear direction, superior guest assistance, and streamlined services for fans attending major events, including the Super Bowl and Pro Bowl. To achieve this, the NFL needed a comprehensive and cohesive plan that aligned all external campus operations while delivering an exceptional guest experience in line with its “Fans First” mission.
The Challenge
With thousands of attendees across sprawling event campuses, the NFL faced the complex task of uniting multiple external operations, such as parking, security, food and beverage, janitorial, restroom services, and staffing functions.
- Coordination among various stakeholders was inconsistent, resulting in gaps in service delivery and unclear operational workflows.
- A lack of alignment and training for event staff risked creating disjointed guest interactions, ultimately impacting the fan experience.
- The NFL also needed to vet and onboard hundreds of staffing professionals capable of embodying its “Fans First” philosophy within a highly limited timeframe.
Our Approach
We partnered with the NFL to design and implement a robust Exterior Campus Guest Experience Strategy that delivered unparalleled Wayfinding and guest services for fans.
- Stakeholder Alignment
- Facilitated collaboration across all exterior operations, ensuring alignment among key stakeholders such as parking, security, janitorial, and other service providers.
- Established a unified strategy that defined each function’s role in enhancing the overall guest experience.
- Development of Comprehensive Deployment Plan
- Crafted an in-depth “Wayfinding” deployment strategy for over 1,700 NFL teammates.
- Introduced a “Pass the Baton” approach, fostering seamless transitions and continuity between various operational groups.
- Staffing Solutions
- Vetted and interviewed over 10 event staffing agencies to identify the best fit for the NFL’s standards.
- Successfully onboarded 200 Campus Fan Ambassadors for Super Bowl guest services and an additional 75 Campus Fan Ambassadors for the Pro Bowl, ensuring the right mix of expertise and enthusiasm.
- Training Program Implementation
- Designed and executed an immersive Wayfinding training program.
- Empowered more than 275 Campus Fan Ambassadors with the tools, knowledge, and confidence to deliver exceptional Wayfinding and guest services, consistently reflecting the NFL’s Fans First initiative.
The Outcome
The Exterior Campus Guest Experience Strategy revolutionized the NFL’s Wayfinding program, creating a highly cohesive, guest-centric approach that elevated the fan experience at marquee events.
- Seamless Collaboration among external service providers ensured operational workflows were aligned and efficient.
- The Wayfinding deployment plan enabled 1,700+ teammates to deliver a flawless and consistent fan experience.
- The hiring of high-caliber Campus Fan Ambassadors set a new standard for guest services, with 200 for the Super Bowl and 75 for the Pro Bowl contributing to the NFL’s success.
- The immersive training program cultivated knowledgeable, confident ambassadors who embodied the NFL’s “Fans First” mission, receiving widespread praise for delivering superior guest assistance.
This approach not only ensured the NFL’s marquee events met the high expectations of fans but also reinforced its reputation as a leader in crafting unforgettable guest experiences. It provided a scalable model for continued success at future events and left an indelible mark on fans attending the Super Bowl and Pro Bowl.
Case Study: Delivering Top-Sourced Talent for 116 Unique Activations
Project Overview
The success of impactful campaigns often lies in flawless execution, and that starts with skilled personnel, strategic planning, and effective training. Our mission was to orchestrate staffing and training solutions for a series of 116 unique activations that spanned various cities across the US. These initiatives targeted tens of thousands of individuals to increase awareness, drive meaningful action, and achieve measurable results. A key goal was to bolster support for CEO Action by driving signatories and amplifying engagement for the “I Act On” Pledge.
The Challenge
Scaling such a wide-reaching effort required navigating significant logistical and operational challenges, including:
- Talent Sourcing and Deployment
The project needed top-tier talent capable of embodying the campaign’s mission and delivering compelling interactions with attendees across 116 unique events.
- Agency Coordination
Managing multiple staffing agencies with varying processes and ensuring their alignment with campaign objectives posed a coordination challenge.
- Training Consistency
Activating across diverse locations required standardized, impactful training programs to ensure teams consistently delivered quality guest experiences and messaging at each activation across the country.
- Outcome Attainment
Achieving significant expansion in community engagement, including a noticeable uplift in CEO Action signatories and meaningful participation in the “I Act On” Pledge, was essential to the campaign’s success.
Our Approach
We implemented a methodical and results-oriented strategy to ensure the campaign’s success.
- Sourcing Exceptional Talent
- Partnered with a network of trusted staffing agencies to vet and select the best-suited candidates for the campaign.
- Ensured that every individual hired possessed the skills, passion, and professionalism necessary to represent the cause effectively.
- Agency Alignment and Oversight
- Streamlined processes across staff, ensuring clear communication and alignment on campaign objectives.
- Actively managed agency operations to maintain consistency and quality across all activations.
- Designing and Implementing Training Programs
- Developed a robust and immersive training program tailored to the campaign’s goals.
- Equipped staff with the knowledge and tools needed to confidently engage audiences, deliver key messaging, and encourage participation.
- Seamless Activation Execution
- Coordinated and monitored the successful delivery of talent for 116 unique activations across diverse locations.
- Embedded adaptability into the plan to meet the dynamic needs of events and audiences.
The Outcome
The results surpassed expectations, delivering widespread impact across multiple metrics.
- Scale and Reach
- Successfully executed 116 unique activations, engaging tens of thousands of individuals across various locations.
- Amplified campaign visibility, generating substantial media coverage and event impressions.
- Driving Meaningful Action
- Played a pivotal role in increasing signatories for CEO Action, with a significant rise in participation.
- Garnered widespread support for the “I Act On” Pledge, with over 65,000 individuals committing to the movement.
- Operational Excellence
- Achieved operational consistency and elevated staff performance through impactful training and efficient management.
This case exemplifies the power of strategic talent deployment, effective coordination, and immersive training in creating campaigns that inspire meaningful action and leave a lasting impression. Our approach not only fulfilled the campaign’s objectives but set a standard for future activations of this scale.
Brands We Have Worked With
Let’s Talk About Your Event
If you are looking for event staffing support that goes beyond filling roles, we would love to learn more about your event and how we can support execution on site.
JAHAAN BLAKE
Game Of Her Own
Founder/CEO
jblake@jahaanblake.com
773-294-7135
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