Guest Experience Committee Meeting

April 27, 2011

11:30am – Breakout Room

INITIAL GUEST EXPERIENCE MEETING ROUNDTABLE DISCUSSION

REASONS WHY MEMBERS BECAME PART OF THIS COMMITTEE

 Different initiatives for school groups and families

 Guest-centric issues which can be resolved quickly
 Insight on sales/guest feedback/Box office
 Hiring Process
 Front-line Guest Experience
 Guest Feedback/Animal Programming
 Exhibit Interactive and Training
 Engaging with guests
 Improve process to get new things out
 Staff Engagement
 Traveling exhibits
 Cleanliness of Facility

IMPROVEMENTS NEEDED WITH GUEST EXPERIENCE

 Improve culture of guest services as an institution

 Express lane for timely/relevant activities
 Understand core competencies and what to prioritize
 Closer interplay of informal learning environment
 Use Research/Focus groups to further understand what changes need to be
made
 Use “Things on the shelf” in exhibit development that have been researched
 Listen to what guests say to look into the necessary changes/amendments to
different exhibit areas
 Relate ideas/concepts to membership which can drive more guests into
becoming members
  Guest interaction is important for all staff of the institution not just frontline
staff
 Discuss the parking fee and perhaps signage explaining what the money
goes towards
 Need to improve membership numbers
 Make young learners a top priority
 STEM education programming
 Professional Development training for frontline staff
 Morale

MAJOR ISSUES IDENTIFIED

 Content knowledge
 Staffing (Professional Development, Training, etc.)
 Physical (Interactives, crowd control, etc. )

GUEST EXPERIENCE INITIATIVE BRACKETS

 ASSET UTILIZATION
o JD Theater
o Interactive Theater
o JCC – Forum, Labs, Global

 EXHIBITIONS/PROGRAMS
o Reading/Storytime (Young Learners)
o Animal Programming
o Templates of past programming/practices
o Small Interactive throughout the facility
o Eat & Be Eaten – Front of House/Back of House

*Other brackets to be determined at the next meeting*