Here’s what it really takes to run a world-class public venue.
At UG2, we have the privilege of working with several world-class public venues that provide exceptional fan experiences. Whether it’s a soccer game, a concert, or a comedy show, the majority of the effort is never seen, but it’s certainly felt.
So, we asked UG2 Senior Director of Operations Greg Lanzillo and UG2 Regional Vice President of Engineering Andrew MacFadyen to share their insights into how facility services can elevate the fan experience.
Question: What’s the role of facility services in a public venue experience?
Andrew: The role of facilities services is to make everything go. When fans show up, it’s an easy, seamless experience for them. Things just work.
All of that takes a dedicated team sharing the same goal, and we pride ourselves on delivering that experience with professionalism, patience, and well-timed humor.
Greg: We often hear that UG2 employees go “above and beyond.” But, to us, that is the role of facility services. It’s our job to handle whatever need arises in the moment.
Specialized support, whether it’s fan engagement, giveaway facilitation, emergency response or tailored support for international events is our norm.
Q: What does “setting the stage” for public venue customers really mean?
Greg: Public venues are a true 24/7 operation, and the work starts long before any fan enters the stadium, whether that’s disinfecting seats and making restrooms sparkle or unloading deliveries and stocking supplies.
Then, during the event, our teams are anticipating guest needs, but also on-hand to mop up spills, empty trash, and clear away debris. When an event ends, clean-up crews are already getting the venue ready for the next event.
Andrew: Most of this is work the fans never see, like off-season deep cleans and reconfiguring spaces for a more streamlined experience.
Above all it’s about keeping fans safe, and often that comes down to tried-and-true practices: janitorial services, stocking and special area serving, and pre- and post-event services.
Greg: And because public venues are constantly being used, it’s important to customize schedules to the rhythms of the specific venue. Our teams strategically use a venue’s down time for ongoing maintenance, prevention, and deep cleans.
Q: Sustainability is increasingly important to fans and their communities. How does it fit into venue operations?
Andrew: Sustainability has always been a key strategy for running efficient venues. While it’s become more of a buzzword, we’ve always used green cleaning practices that are safe for people and the environment. We also reduce noise and air pollution with quieter machines and high-quality filters and conduct regular energy audits to find ways to further increase efficiency.
From a fan perspective, they’ll notice smarter waste management and recycling options that keep the venue spotless while also reducing the overall environmental impact.
These strategies are a win-win-win for everyone: they make the venue more efficient which translates to a better experience and cuts energy bills.
Q: What makes some public venues stand out above others?
Andrew: Events are not one-size-fits-all. Public venues service diverse populations and a range of events, from hockey games to corporate fundraisers to comedy shows. World-class public venues have teams that can pivot between all of these.
Greg: That’s why our top priority is attracting and retaining the best talent. Our already-strong team members received specialized training that makes them the best in the business.
Andrew: It goes beyond role-specific best practices. Each team member is cross trained so they can step in wherever needed.
More often than not, we promote employees from within because they have access to the best education. That trust and investment in our employees keeps retention high and teams motivated.
Greg: It’s also important for our teams to know the ins and outs of the venue they’re serving. Each venue is different, and you can tell whether or not facility service teams have adapted their best practices to fit the nuances of a given venue. It’s like fitting a square peg in a round hole–you can force it, but you’re much better off finding the round peg.
Andrew: A lot of it comes down to communication. Our supervisors never leave a shift until the next leader is fully briefed. The venue is always-on, so we have to be on, too. There are no gaps in service.
Key Takeaways
✔️Behind-the-scenes work during off-hours is what makes for a seamless experience come event time.
✔️Sustainability is a buzzword for some, but for world-class venues it’s a strategic solution for decreasing environmental impacts and energy costs.
✔️The best public venues are serviced by the best trained facility service teams. Investing in people always pays off.
Curious about how UG2 can support your backstage operations through technology, sustainability, staffing, and more? Contact us to start the conversation.