Stephen Rafferty Email & Phone Number

Detroit, Mi, Us

Detroit, Michigan, United States

Detroit, Michigan, United States

 Chair Ford Field’s Incident Review Committee to review guest comments and incidents after events Detroit Lions liaison to the NFL Fan Code of Conduct initiative, including filing Code of Conduct reports & ensuring best practices are met Lead team of 40 high level Guest Service Event Staff Representatives on event day, including coaching, mentoring, & providing resources & assistance Manage Ford Field badge access points, creation, & distribution process, including for Lions & Building Tenants Coordinate 24/7 Software Incident Management program and implement best practices for use Gather information for City Permits and submit to City of Detroit for events Coordinate concert and other non-football event related merchandise with vending company Utilize full suite of Adobe products and Social Tables to create event space diagrams Suggest, create, order and install event related signage, including digital signage Inventory and deploy event related equipment (radios, ticket scanners, magnetometers, open gate) Conduct pre-event walk-through’s to ensure stadium & basement areas are prepared for a Lions game or event Gather & consolidate pertinent event information and create event notes for distribution to all full & part-time staff Assist with the management of Ford Field events and act as manager on duty when assigned Assist with gameday credential process, including creation through Cube and distribution Assist with the management of the event day Operations Center Continue to perform duties from Guest Service Operations Coordinator role

Detroit, Michigan, United States

 Develop the yearly training program, including virtual training options Train and present to stadium partners’ Event Staff, ranging in groups of 50-150 at a time Assist game day partners in their recruiting and retention efforts, including creating programs and initiatives that leverage the Detroit Lions & NFL brand to attract candidates and excite them about work experience Assist with development and implementation of Guest Service platform, including employee recognition, end of the year party, and implementation and buy in of One P.R.I.D.E hospitality program Create detailed game day notes and documents for the Guest Service staff Gather game day information from over 20 departments and stadium partners to produce hard and digital copy of guest & employee resources, including Operations Guide, Event Notes, Code of Conduct Maintain wheelchair inventory and upkeep and assist with implementation of gameday procedures Participate in event operations in week leading up to and game day of Super Bowls 49 - 56

Detroit, Michigan, United States

 Provide fans with accurate information, problem resolution, and positive experiences  Monitor @ComericaPark Twitter account on game day to assist with guest questions, follow up, & recovery Proactively assist fans as needed to maintain and enhance existing business  Assist with event set up, execution and coordination during certain event days  Maintain event logs, lost and found inventory, and act as Guest Service dispatcher  Supervise and train GS Reps on CRM Sales Force, ISS Management, and Dispatch procedures  Interview candidates for Guest Service staff

Detroit, Michigan, United States

 Participate in event operations in week leading up to and game day of Super Bowls 49 - 56 Maintain and build relationships with all guests on behalf of the Detroit Lions and Ford Field  Assist in the Operations Center by fielding radio & telephone calls & disseminate information building wide Answer Guest Service email and phone lines and provide accurate information and resolutions  Review incidents from ISS system and follow up with guests and employees to resolve issues  Assist in supervising Guest Service Event Staff on game and event days