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GSXFY19 Ambassador On Boarding Event Template 2018

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Ambassador GPJ

on 7 September 2018

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Transcript of GSXFY19 Ambassador On Boarding Event Template 2018

Cisco's Global Sales
Experience

Welcome to the Ambassador
On-boarding Session

The Team
Uniform Structure
Management (OSOM) Team
Professional Business Attire
Introducing...
Mamadou Kebe
Staffing Manager
GPJ, MGM
Mandalay Bay
Before We Start
Who has worked with GPJ before?
Who has worked with
Eastridge Workforce Solution
in the past?
Who has worked as a On-site Staff or Ambassador before?
Who has worked this venue previously?
Show Of Hands
Materials
Pencils
ABC Guide
House Keeping Notes
Turn OFF/Vibrate any electronic devices
Personal Breaks: restrooms located across the hall …
Follow Chimer prompts
Be mindful of private conversations
Date:
August 18th, 2018
Time:
12PM - 6PM
Location:
Mandalay Bay Islander CDEIH

What’s Okay?
Client Introductions
Security Team
EVENT EXECUTIVES: VIP
GPJ TEAM
Many More!
Ambassador Team
Top:
Cisco GSX T-shirt
Bottom: professional, conservative attire
Black Belt
Black Pants/Slacks
Black Shoes (no running shoes)
Black Socks (long)
Ran Zookin
Agency Representative
Yuval Zookin
Agency Representative
Introductions
Your Turn!
Paul
Meet & Greet
Introduce yourself in a dynamic way!
First and Last Name
Nickname
A word that best describes you
(based on first letter of first or last name)
Our Role Moving Forward
What does Ambassador mean?
We're here to provide excellent customer service...

Staffing Vision & Mission Statement
To deliver EXCEPTIONAL CUSTOMER SERVICE… whatever it takes!

Staffing Mission Statement
Committed to creating POWERFUL IMPRESSIONS

Purposeful in developing IMPACTING RELATIONSHIPS

Intentional in delivering SIGNIFICANT RESULTS
Agency Expectations
We are part of GPJ's and its client’s
corporate family
We are the authorized representative, THE Ambassador Team
Purpose-driven
Client-centric
Attendee-focus
Right or wrong, the client is always RIGHT
Agenda
Ambassador Protocol
Ambassador Office
EWS

Management Team:
Official Clock
Team Briefing and Deployment
Check-in
Check-out
Breaks: meals and short breaks
Printed materials and props
Personal effects at designated area
Make calls & check messages
Down time
Noise to a minimum


Keep the room in tidy and proper order
Do not bring valuables to work: the agency and event does not assume any liability for the loss of personal effects
Change Picture to make relevant to AMB office location
White Board

Date & Time
OSOM Team column
Ambassador team column
Notes:
Information update
Changes/Adjustments
Announcements
Key Points

Supervisor: mindful of…
Inspect what you expect
Zero Tolerance Policy
Walking/Talking Management Style
Client Sensitivities

Staffing Process

Schedule/grid
Over-all and area specific
Time:
Check-in
Morning Briefing
Deliver to post: connect with area event manager
Event Time
Check-out
Breaks (AM, Lunch, PM)
Briefing:
AM: OSOM Team per area
PM: (~3pm in Amb. Office)
What went well, FAQs/Challenges & Solutions, Looking Forward

Check-in & Check-out
Punctuality
Arrive: no earlier than 2 hours before scheduled time
Arrive: no later than 15 minutes before scheduled time

Process
Check-in with Supervisor only (or as instructed)
Uniform review
Briefing
On-post: (typically 45 minutes to an hour before event time)
Event Time
Check-out: may be flexible (typically 15 minutes after event ends)

Break Process
Break “Black-out”
High traffic, all-hands on deck times of day
Breaks should not resume until attendee flow settles
Timing based on trust
We are all responsible adults, act and treat each other as such
Daisy Chain
Staff/group assigned to give breaks
Ideal for office and stand-alone positions
Buddy System
Ideal when engagement is less intensive
Pairing up: (1) stays while other takes a break

Meals

Begin/End at doorway of Ambassador Office
What’s provided:
Hot & Cold Beverage Service





Please recycle and dispose of trash appropriately!

Meal Schedule









Sunday-Thursday
Portions Control
Clean-up
No Freebies
All giveaways are for attendees ONLY
Please “respectfully decline” all offers
Do not ask or request, even at the end of the event
Giveaways include (but are not limited to):
Bags, Backpacks
Pens
Hats
Shirts
USBs
Food and Beverage

Sensitivities
Absolutely
NO
:
Use of personal electronics (pager, cell phone, Bluetooth, iPad, iPod, etc.)
Alert supervisor if you have a personal matter that requires your electronic device
Switch OFF any devices
Reading
Grooming
Personal Sales
Chewing gum
Chatting/extended visiting
PDA (Public Display of Affection)
Other unusual activities

Social Media
Twitter, Facebook, and Instagram
Easy to access for feedback and information

No Smoking

All venues protected under state law and city regulations
See supervisor for designated smoking areas
ALWAYS remove uniform and badge before smoking
v\
ADA
Responsible for own:
Accommodations
Access requirements
Where reasonable, your supervisor may:
Collaborate to accommodate special needs
Advise agency in advance
Consult direct supervisor for solutions

Your Supervisor is…

Your BFF
Committed to you as:
Team Captain
Time Manager
Assignment/Placement
Sets you up for success:
Solution-centric
Inspecting what’s expected:
Walking, talking, modeling

Kebe, Janna, Bonnie, Sheila
Agency Operations Manager
Supervisor

Ambassador
Escalation Point
Communication
Use your resources
ABC Guide
Printed Materials: Grids, Session Listing, and SAG

Event related questions only:
There are No stupid questions
Don’t assume anything, ASK!

Reach out to:
Area/Group Supervisor
Agency Operations Manager
GPJ:
Mamadou Kebe
Janna Sweidan
Bonnie Thiemens
Sheila Sampson

Agenda
Time for a break
Back at _2:30PM_
GPJ Overview:
10k Events Annually
45 +/- Global Awards
Overview:
Event Overview:
Badge Access Grid
Best Resource... MOBILE APP!
Where do attendees enter evaluations / surveys?
Use the app!
WiFi Information
SSID: CISCOGSXFY19
Password: gsxstronger
Shuttle Schedule
General Information
ATM:
Check when doing walkthrough
Business Center:

Check when doing walkthrough
Coat Check:
None. Have Attendees check at Hotel Bell Desk
Airport:

Refer to Shuttle Schedule
Translation:
None
Guests, Spouses, Family:

None
Giveaways/Gifts:
Backpack, Jacket

Global Celebration at T Mobile on
Wednesday
August 22nd
7:30pm-10:30pm
Floor Plans
Floor Plans Cont.
Off-site Venue Floor Plans
Staffing Mission Statement:
To Provide Excellent Customer Service... whatever it takes
!
Engage & Connect
Super Ambassador
Superhero
Flawless and seamless execution
Consistency
Visible individually and collectively
Attendees will wait for the right answer
Flexibility is key to success

On-site family
Welcome Committee
Your Role
Hosts/Hostesses
Event Staff
Corporate Family
Guide
Walking and Talking Information Booth

Temporary v. Ambassador
Time is temporary
Commitment is permanent
Customer Service Representative (CSR)

Life Saver Concept:
Accessible: pro-active, engaging, connecting
Solutions provider NOT service provider
“I’m an Ambassador” OR “I provide wonderful attendee experience”
Ambassador, how should I use my eyes differently?
Activity: look around and close your eyes.
Relationship Economics:
Lasting relationship (not networking)

Relationship currency:
Deposit to an account, earn interest, withdraw later

Testimonial:
“Umph” Factor

Impacting Results:
“I love a good performance” badge given by an attendee
Management by Objective:
Given the vision, mission
“Deliver Strong Customer Service”
Fly with it…
Empowered to execute attendee-pleasing decisions
Own it!

Props
Chimer: follow messaging
Lollipop sign (hand-held)
Directional light
Clipboard
Flyers
Posture
Gesture: cultural sensitivity
Vanna White (large arm, hand gesture when directing)
Flight Attendant (fingers as opposed to any one finger when pointing)

Bobble Heads
Right or wrong, the attendees are always right
“Yes People”
No one wants to hear “No”
Management team will say “No” for you
Warmth v. Intelligence
All shows are unique
Previous convention experience?

New environment:
Mandalay Bay Convention Center
On-site family
Greeting
“Good Morning,
Mr. Chuck Robbins


“Welcome to
Cisco GSX!
“This way to keynote!”

Welcome Committee
Voice
Gestures
Eye contact
Body movements and posture
Facial expressions
Touch
New strain of influenza virus (H1N1 Virus)
Stay home when feeling sick
Symptoms: fever, nausea, vomiting, diarrhea, coughing, runny nose, sore throat, etc.
Practice hygiene
Frequent hand washing
Cover mouth when sneezing
Take care of yourself and others
Feedback loop
Harvest results, do not solicit
Intentional in creating meaningful experiences to inspire attendees and create pleasing feedback
Mobile App
Event Social Media
Via email to Ambassador Lead
Mamadou.kebe@gpj.com
Janna.Sweidan@gpj.com

WWJD
What would Janna do?
Faced with a challenge?
Photo Opportunity
Show your beautiful smiles
Stand straight and tall
Hands on the side
Make sure your face is shown in the picture
Stand close together

Printed and posted in the Ambassador office
To be presented to the client
Write a short and thoughtful dedication
Print first and last name
Use designated pens ONLY
Disclaimer

The event is held in a public space so participants, exhibitors, sponsors, and other companies may photograph conference activities.

The event reserves the right to use images taken at the conference with your photograph and/or likeness in printed or online materials.

We encourage attendees to take photos with their social networks.

(Advise supervisor if you wish
not
to be included.)
Walk-through
Instructions
:
Take personal effects
Walk with a purpose
Remain in groups
Keep noise and conversations to a minimum
Mindful of private conversations

Scavenger Hunt
Read signs and look out for:
Registration
Info Booth
Expo Hall
ATM
Restrooms
Meal Areas
Session Rooms
Business Center
First Aid
Lost and Found

My Pledge:
I am part of GPJ’s and the
Cisco'
s corporate family.

I am an authorized representative, the OSOM Team.

I am empowered to deliver strong customer service.

I am committed to creating powerful impressions.

I am purposeful in developing impacting relationships.

I am intentional in delivering significant results.

-- (state your name)

GOAL!
Agenda
STAGE
Everyone must have a badge on:
Ambassador Badge (get one please)
SEATING PLAN
3
4
4
5
6
8
7
9
2
1
10
11
12
Everyone must have a badge on:
Ambassador Badge (get one please)
Agenda
Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment

Let's Welcome Everyone!
Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment
Ambassador / On-site Staff On-boarding Session
OSOM Team
On-site Staffing Operations Management Team
Awesome Team
Let the fun times begin!
Funny OSOM team picture goes HERE
Get ready to activate!
Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment
Presentation:

To deliver
EXCEPTIONAL CUSTOMER SERVICE.... whatever it takes
!
- Bo Mendoza
Activity: Pair & Share
- poster and colored marker, act / present
3-minute moment
Form groups of 8-10
Select a group name and spokesperson
List your names
Share examples of customer service you want to deliver
Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment

Agenda
Breaks System
Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment

Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment

Agenda
Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment

Agenda
Schedule Details
Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment

Agenda
Full of life, lively,
animated,
passionate
Presenting the
appearance,
freshness,
spirit of
life, realistic
Strong, distinct,
clearly perceptible
Strikingly bright & intense
Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment

Agenda
Introductions
Mixer
Agency Expectations
Break
GPJ
Client
Event
Customer Service
Photo Opportunity
Walk-through
Area On-boarding
Adjournment

Agenda
Specialized Training after
Walk through

WHERE GROUPS GO?

Be back @ 5:45pm
Scavenger Hunt
ROOM MONITORS: Session Scanning
Introductions
Agency Expectations
Mixer & Customer Service
Break
GPJ
Client
Event
Photo Opportunity
Walk-through
Area On-boarding
Adjournment

Agenda
Room Monitor Role:
Greeter, Information Resource, Traffic Cop
Prior to scanning...

Welcome to
_Cisco GSX_
, please have your badges ready. Anyone who has pre-enrolled will be granted immediate access.

Those who haven't, we do have limited number of non-reserved seats.

5 minutes prior to the session start, we will allow all remaining attendees access based on first come, first serve basis until the room is full.
Maintain 2 Queues

Pre-enrolled Line
Wait Listed Line
Don't forget to smile!
They're good to go!
"I see that you are not pre-enrolled for this session, may I ask you to step into the '
Wait List
queue' until we allow the queue line to enter."
Red Denied Access
Headcounts
To ensure the scanners are working properly we will be validating the counts by manually counting people in the room.
Record this count on the daily sheet and submit to Supervisor.
Compare this number to the number on the SAC unit.
If there is a large discrepancy alert your zone lead immediately.

Microphone Running
For Q&A microphone running
Maintain eye contact with the speaker(s) and AV Tech
Try to hold bottom end of the microphone -- about 1-inch away from the mouth
Recording (audio)
Special Support Review
Modeling
Clipboard Handling
Directing
Pointing
Smiling
Walking
Standing
Chiming
Screaming vs Loud

Connect: "Good morning! Welcome to..."

Engage: "This way to breakfast. THANK YOU..."

Goodbye “Thanks for being here, see you next year in


Walk & talk

Friendly & personable

FAQs: Question & Answer

Janna Sweidan
Staffing Manager
GPJ, Mandalay Bay
Bonnie Thiemens
Staffing Manager
GPJ, Peripheral Hotels,
MGM
Sheila Sampson
Event Staffing Manager
GPJ, Mandalay Bay
Desiree Hamilton
GSX Operation Manager,
Global Sales Events
Heather Lum
Account Director,
GPJ
Nicole Feldman
VP Account Director,
GPJ
Press/ Media Response
Direct all press/ Media inquiries to Cisco PR Team

No staff member should discuss any incidents with members of the media

Don't say, "No Comment": Press can quote you.
Instead: "I am not an authorized spokesperson to address this situation, please allow me to direct you to the Cisco PR Team"
Send to: Mandalay Bay Room Palm A, Level 3
Introduce yourself to someone new!
Discuss what you've learned so far!
Security details,Cisco, Cisco GSXFY19, etc

Ambassador
Lounges at Mandalay Bay
Cosmopolitan
Cosmopolitan
Aria
Aria
Bellagio
Vdara
Kim Dlouhy
Agency Representative
Speaker Ready Room
: Surf E,F
Reflection Room:
Tropic A
Mother Room:
Magellan
Reflection Room
: Room 106
EMT:
Room 101
Mother Room:
102
Full transcript