7StarService

Fan Experience Expert, Ruby Newell-Legner, is dedicated to enhancing customer service for the sports and entertainment industry. Since 1994 Ruby has delivered more than 2000 training sessions and has shown thousands of sports and entertainment venue leaders how to quickly improve workplace performance and create a legendary guest experience for every fan. Ruby founded RubySpeaks, Inc. in 1994 with a singular mission: To provide the hands-on training employees need to create a more customer focused work environment where everyone can excel on the job. Ruby's high-impact trainings are based on 25 years as a front-line service provider and facility manager. As a previous municipal staff member, she understands the challenges that employees face in meeting the demands of the public. With "in the trenches" practical know-how, Ruby has an uncommon level of experience that gives immediate credibility with session participants and allows her to offer suggestions and recommendations based on actual hands-on venue experience. Ruby leverages her passion, comprehensive experience and understanding of fan loyalty from every vantage point to enhance the fan experience, working closely with: • executive leadership • managers and supervisors • parking lot personnel • ticket sellers and ticket takers • facility operations and event staff • security • season ticket sales and premium level service staff • concessions and catering employees • ushers • housekeeping • merchandise sellers • contracted partners Ruby has built high quality workplace learning programs for 19 professional sports teams and more than 60 of the most respected sports and entertainment facilities in the world. She created and delivered staff development programs for guest relations staff at venues hosting Super Bowl XLI, the 2006 Grey Cup, the 2008 US Open (tennis) and the 2010 Olympics. As a fan experience consultant and trainer, Ruby works closely with leadership teams and human resource professionals to construct successful onboarding programs to hire, orient, train and motivate venue employees for the specific demands of their new role. She creates and presents customized training programs to help staff members develop the necessary skills to deliver exceptional customer service to every person visiting your venue. Ruby impacts organizations by observing current operations and then designing initiatives that promote better communications and builds positive relationships: • from front-line employees to fans • between co-workers and their peers • from managers to the employees they supervise • from the sales staff who sell the event to the facility staff who set up and deliver the event • from the leadership team that works side by side with contracted partners in each venue