A Study Of Guest Service System Construction In Chinese Venue Operation

With the rapid development of China's sports industry,more and more people choose to go to stadiums or arenas to watch live sporting events.Otherwise,many venues also organized concerts,opera performances and a variety of cultural and art activities,as well as product promotion,company celebrations and other commercial activities.There are lots of common guests when operating a venue.Guest services provided by the venue constitute a system in sports or cultural events.It has a certain meaning and value to take a study of venue guest service system.Research methods of literature,interviews,field visits are used in this study.Combining literature,results of interviews and experience of field visits,the concept,features,requirements,purpose and significance of the venue guest services are analyzed.And the construction of venue guest service system is discussed in the basic idea of system theory and the service classification theory as a reference.The study suggests that: venue guest service is a series of activities carried out in order to meet the needs of audience who come to watch sports or cultural activities.Intangible,variable,universal,continuous are features of venue guest service,which is also the expectation of guests,venue and event provider.Providing venue guest service needs to be polite and respectful,positive and enthusiastic,patient and careful,professional and standardized.Venue guest service system is demand-oriented with the core of services,mainly consists of ticketing service,parking service,catering service,noting service,guiding service,integrated service,merchandise service,communication service,security service,cleaning service,medical service,accessibility service and VIP service.Venue guest service system is in dynamic development,and its basic idea,relevant circumstances and its contents are all in the state of constantly change and enrichment.Venue owners and practitioners are supposed to enhance the sense of guest service,improve guest service levels,and make contribution to achieve reform and development of sports venues and even the whole sports industry.Service facilities are the base of venue guest service.So the hardware level related to guest service should also be improved to provide better venue guest services.