The Art of Guest Relations By Ethan Honaman
know nothing about, be a caring and kind person.” This is a message - thority Field at Mile High try and remember while interacting with for something that I had no control over and didn’t fall into the cat- egory of customer service, to the wonderful lady who wouldn’t miss a game all season and who just went back into cancer remis- sion but lights up like we won the Super Bowl when I stop by to simply say hello, this is the art of guest relations. Before I had the ability to
“We are not perfect. Nobody is perfect.
neighborhood Target. A more accurate representation would vegetables and fruits that I learned more about the set of circumstanc- hurry caught up in the hustle of the holiday season and the ever-im- portant vegetable tray that was a must for all family gatherings getting into arguments because they were already running behind. Some- times, families would be in an all-out war against each other just as they passed through, grabbing a bundle of apples before moving on to another department. Life that day just wasn’t treating them well and they snapped back at me when I asked if I could help them in any way.
motivated to change his life for the better and looking for advice on health food and grateful for any knowledge I might have. Yet, all three shopping at Target because they were out of produce and needed - tion at myself for the situation at hand or a lingering issue in the back- ground helped me progress into a future role for the Broncos. -
orado, in our upper sections at Sports Authority Field at Mile High. It was a two-year stint that I held as a part-time usher taking care of some of the greatest fans in the world. From the casual greetings, remembering names and faces, to simply talking sports that I learned one of the biggest takeaways and to which I enjoy the aspect of Guest Relations so much.
12 Facility Manager Magazine
Nevertheless, having the ability to connect to the fans and dealing with guests with their activities will only better everyone’s interactions and make Mile High Memories.”
time, or they are returning for the big Sunday Night Football matchup, all problems are forgotten. People come to our venue to escape life’s little issues for four hours at a time and, hopefully, enjoy a Broncos’ victory. Having the perspective as an usher introduced me to these stories and have kept me in touch season after season. I still remem- ber an elderly couple that drove multiple hours through all wintery conditions in the mountains to make each game just because it was a tradition together as a couple. I have my handful of regulars that I try and make it up to see each season. I regret to say that it doesn’t happen as much any- more, but when I do see those smiling faces, it’s like no time has passed and we catch up. There is a catalyst; all those problems eventually do come back. It is at this point when interacting with fans that you must decipher when other key
contributing factors that you don’t know about take hold. Knowing these fans individually taught me this important trait.
each game. We are that smiling face, that person to answer questions and direct fans where they need to go. We report information, good or bad, for the betterment of everyone attending the event. We reiterate as much as possible to take care of the fans. We encourage fostering
we are not perfect. Nobody is perfect. Nevertheless, having the ability to connect to the fans and dealing with guests with the understanding - teractions and make Mile High Memories. What do you do in your convey the message that the issue may not truly be the issue at hand that you know nothing about, be a caring and kind person.” FM
Ethan Honaman is guest relations assistant manager at Sports Authority Field at Mile High in Denver, Colorado.
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