Proactive Service & Venue Knowledge
Proactive Service & Venue Knowledge
Do not wait for confusion to become a complaint.
Know the facilities and information relevant to your position: entrances, exits, toilets, accessible facilities, first aid, information points, seating, transport routes and prohibited areas. Keep up with live changes announced at briefing.
Observe customer cues+
People repeatedly looking at tickets, maps or signs may need help. Approach appropriately while maintaining your operational position.
Live information+
Do not rely on last event’s timings or routes. Current gate changes, closures, delays and access restrictions may differ.
Accessible knowledge+
Know how to obtain information on accessible routes, viewing areas, toilets, lifts and assistance services.
Escalate specialist questions+
For ticketing, medical, safeguarding or policy disputes beyond your authority, direct the customer to the correct team rather than making up an answer.
Good venue knowledge improves both service and emergency response.
Knowledge check
A customer asks about an accessible toilet you are unsure about. What should you do?
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