By Mary Klida
The swiftly changing world of show management today demands a sharp focus on guest experience and strategy to provide enhanced encounters in every aspect of the event and venue. Detroit’s convention center, Huntington Place, aims to provide show managers the muscle to design and deliver attendee experiences that exceed expectation. Gloria Redmond is the new guest experience senior manager, coming to her position with over 20 years’ experience. Her training and service philosophies provide a concierge, well-rounded experience for employees and guests.
“Gloria is the perfect fit with her warmth and curious nature,” said Karen Totaro, CVE, general manager Huntington Place/ASM Global. “She has already been making positive impacts and we know she will help us raise the bar for the entire industry.”
Redmond comes into heading the new Guest Experience department at Huntington Place as the center recently retrained its leadership team and reformulated their mission and vision:
“Since business is rebounding from COVID we are finding we excel at partnering with our customers and making sure they know we are there for them,” Totaro said. “Gloria is a key part of building that culture of consistently exceeding our customer’s expectations.”
Redmond launched the new Guest Experience department by understanding the Huntington Place customer service philosophy through:
Participating in focus groups, one-on-one meetings, and department meetings to capture thoughts on customer service from the team.
Partnering with departments to experience the specific jobs done within the building.
Reviewing and managing the ASM Global Survey (Insights) program for exhibit organizer and attendee (QR Code) feedback.
Evaluating customer service styles, and how communication with employees and guests is conducted.
Engaging employees in the process with participation in planning, micro learning sessions, and recognition of milestones.
Mary Klida is Senior Marketing & Communications Manager at Huntington Place in Detroit.