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Moonshot Case Study WHITE PAPER TEAMMATE TRAINING & RECOGNITION FEBRUARY 2020 The NFL FANSFIRST! Guest Services and Staff Recognition Program (FANSFIRST!) is implemented at all NFL’s marquee events, including the largest American sporting event in the world, the Super Bowl. The MoonShot Team delivers FANSFIRST! Training for all TEAMMATES for all marquee events focusing upon the NFL Common Purpose and Quality Standards. During operations and especially on Game Day, MoonShot deploys a Reward and Recognition Team to observe and validate TEAMMATE performance and recognise and reward each demonstration of the desired FANSFIRST! behaviors. COMMON PURPOSE To Create Excitement and Lifetime Memories QUALITY STANDARDS SAFETY - HOSPITALITY - ENTERTAINMENT - EFFICIENCY For Super Bowl LIV in Miami, the MoonShot Team attended planning meetings in June 2019 to begin preparation for the following year’s Super Bowl. The MoonShot Team began the FANSFIRST! journey to Super Bowl LIV, by meeting with and understanding the operations of NFL key partners, suppliers and vendors. Meeting with the Leaders of the Local Host Committee (typically with a workforce of 8,000-10,000 volunteers) and the Host Stadium, along with site safety teams, transportation and logistics, stadium operations and way- finding among others, provides the opportunity to begin the FANSFIRST! ‘buy-in’ process. The FANSFIRST! Training begins with MoonShot delivering a “Train the Trainer” program during those early planning meetings. The session is made available to all key partner groups and consists of a half day session on FANSFIRST! Those in attendance are provided with a FANSFIRST! Training Toolkit to support their own training and promotion of the FANSFIRST! Program. All attendees, as Leaders of the NFL key partner groups, are provided with a direct MoonShot contact for continued training and staff engagement support until Super Bowl Sunday. FANSFIRST! TOOLKIT - TRAIN THE TRAINER RESOURCES The FANSFIRST! Train the Trainer Toolkit consists of the following: Training Session Powerpoint - 3 hour training session including Common Purpose, Quality Standards, and Recognition Program Facilitator Guide - Facilitator guide to delivering the 3 hour training session with notes for each Powerpoint slide, instruction as to how to carry out activities and quizzes and key insights to delivering the content Briefing Guide - A one-pager that provides suitable content for a 15-minute refresher training session (can be used on the day or as an element of other scheduled briefings) FANSFIRST! Overview Video - Available in English and Spanish, with or without subtitles Good Show/Bad Show Illustrations - Illustrated examples of good and bad examples of living the quality standards and common purpose FANSFIRST! WEBINARS - NEW FOR SBLIV Key Insight: Most of our TEAMMATES arrived onsite in Miami closer to Super Bowl Sunday so webinars proved an effective tool to engage with these TEAMMATES on the FANSFIRST! Program A key objective of the program is to ensure access to the FANSFIRST! Program for each and every TEAMMATE supporting Super Bowl LIV. Recognising that live sessions alone could not reach the 1000s of TEAMMATES in Miami, we introduced online training webinars in the weeks leading up to SBLIV. Hosted by the same MoonShot facilitators who delivered the Live Sessions, TEAMMATES could join the “live” webinars from anywhere in the world to engage with FANSFIRST! Program, learn the same information and philosophies and importantly, have the same opportunity to win prizes through the interactive quizzes that are a key component of all MoonShot sessions. FANSFIRST! RECOGNITION PROGRAM AND ONSITE TEAM The FANSFIRST! Recognition Program is a critical part of the success of the FANSFIRST! Program. During Super Bowl week in Miami, the FANSFIRST! Recognition Team was based in the host city convention centre where “Super Bowl Experience” was taking place. For Super Bowl LIV in Miami, MoonShot scheduled two shifts per day from Sunday, January 26 until Saturday, February 1st. Each shift consisted of two teams and each team deployed consisted of 2-3 team members. Their typical day would include recognising staff at multiple locations including the Miami International Airport, Fort Lauderdale Airport, Super Bowl LIVE in Bayfront Park, Super Bowl Experience at the Miami Beach Convention Centre, key NFL hotels including team hotels and NFL ‘ON LOCATION” hotels as well as Hard Rock Stadium. On Super Bowl Sunday, four shifts were deployed including a moonlight first shift that started at Hard Rock Stadium at 1:45am to greet the first TEAMMATES arriving onsite with coffee, breakfast, appreciation and warm greetings. Throughout the week, the Recognition Team had the following resources to hand to ensure they had a positive impact on every TEAMMATE they encountered. Assorted candy and healthy snacks - Qty: 15,000 - handing out candy and healthy snacks to tired TEAMMATES is the easiest, highest impact engagement tool that we use. FANSFIRST! TEAMMATE Pins & Slapbands - Qty 3,000 - For TEAMMATES to feel engaged, we ensure that everyone has a TEAMMATE pin badge. Along with these, Slapbands are an easy way to ensure everyone feels included. Although the team has only 3,000 to present to our TEAMMATES, a total of 30,000 are given out through partner groups and the host committee. FANSFIRST! Recognition Card - Qty 3,000 - The Recognition Cards are used to Reward TEAMMATES who are performing their role consistently and by doing so, are demonstrating at least one of our preferred behaviours tied to our quality standards. FANSFIRST! ALL STAR Lanyards and Pin - Qty: 5,000 - The All Star pin quickly becomes the sought after item on the ground. Used to reward TEAMMATES who are observed living one of the Quality Standards, it provides immediate and very visible recognition. FANSFIRST! TEAMMATE Coin - Qty: 150 - The Super Bowl coin is the most revered of all items. It is presented to TEAMMATES who go above and beyond to support the FANSFIRST! Common Purpose, ‘to create excitement and lifetime memories’. FANSFIRST! “1 of 100” Gold Mini Helmets - Qty: 100 - A new staff recognition initiative to celebrate the 100th Season of the NFL. Any TEAMMATE could be nominated by their Leadership for outstanding contribution (to our Common Purpose or Quality Standards) either during Super Bowl LIV or during preceding Super Bowls. Successful nominations had a special visit by the FANSFIRST! Recognition Team armed with a commemorative, 100th Season Golden Helmet. Widlen Cesar from GATE Geoff and John from the B at Hard Rock Stadium - MBCC Loading Dock The 1st of “1 of 100” “1 of 100” TEAMMATES .
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