London 2012 City Operations Programme – Visitor Welcome

2012

spectator – key visitor touch points

Arrival Travel to event

London Ambassadors TfL Travel Information Centre staff London Ambassadors TfL Travel Information Centre staff UKBA staff Airport customer assistance staff Network Rail customer assistance staff TOC customer assistance staff LUL customer assistance staff Network Rail customer assistance staff DLR PSAs TOC customer assistance staff London Buses customer assistance staff and drivers River boat crew Black Cab and Private Hire drivers London 2012: City Operations Programme

At event

Games Makers LOCOG staff and contractors

London experience

London Ambassadors Tourist Information Centres TfL Travel Information Centre staff London transport customer assistance staff TfL Lost Property Office staff Front of house staff – attractions and accommodation BID & Local Authority ambassadorial staff & volunteers Private estate staff Street Cleansers Police – Met, City and BTP

Departure

London Ambassadors TfL Travel Information Centre staff UKBA staff Airport customer assistance staff Network Rail customer assistance staff TOC customer assistance staff Slide 2

Welcome to London 2012

Visitor Information Centres

Dedicated visitor information centres with specialist trained staff

London Ambassador scheme

Volunteers recruited through an open application specifically to welcome visitors

Games time Champions (uniformed staff)

Existing uniformed staff that have assisting visitors as part of their role

Business engagement campaign

Campaign to engage visitor related businesses and their staff in the host city welcome

Training, Comms and Recognition

London 2012: City Operations Programme Slide 3

LONDON AMBASSADORS PROGRAMME OVERVIEW Objective

To provide a world-class welcome for visitors to the Host City of the Olympics and Paralympics

Reach

• Recruited 8,000 volunteers – interpersonal skills, passion for London • Located in 45 sites – tourist, transport and live sites • Across 53 days (20 July-10 September 2012) • Commitment of 6 consecutive days and 5 hr shifts per person – 3 days’ training

Attraction Application Recruitment Training Deployment Legacy

July-Dec 2010 January 2011 Summer 2011 Early 2012 Summer 2012 Ongoing

To date

• 8,000+ ambassadors recruited • Three ambassador hubs at London Bridge, Waterloo and on the Queen’s Walk • Training to roll out between January – June 2012 London 2012: City Operations Programme Slide 4

LONDON AMBASSADOR ROLE Roles

 8,000 London Ambassadors  Location managers and area managers

What this is

 An opportunity to learn new skills  Team-based role - an opportunity to work with people of all different backgrounds    and experiences A chance to make a real difference Unique CV experience Ambassadors will receive free travel in zones 1 -6, a food and drink voucher, a uniform (to keep) and technology (eg, a PDA) to help with the role Slide 5 London 2012: City Operations Programme

Example of W2L daily briefing

Editorial:

 Motivational

Daily outlook:

 Sports events   Main cultural parades/ events Live site programming   NOC Houses – openings and events Free stuff to do  Particularly busy areas  Weather forecast  Current security status London 2012: City Operations Programme Reminder to refer to key Games time sources

Visitor services update:

 Yesterday’s and today’s expected FAQs and answers  TIC opening hours  Ambassador pod openings & closings  Ticket office locations/hours  Lost property reminders Slide 6

Business Engagement

 Communicate how London will look and feel during the Games time in advance  Communicate practical Games time information in advance  Make their staff feel part of the host city welcome Main audience are:  Tourism    Hospitality Retail Arts and Culture London 2012: City Operations Programme Slide 7