Transcript Title of slideshow here

London 2012 City Operations Programme –
Visitor Welcome
Emil Brannen
Welcome to London Project Manager
2012 spectator – key visitor touch points
Arrival
Travel to event
At event
London Ambassadors
London Ambassadors
Games Makers
TfL Travel Information
Centre staff
TfL Travel Information
Centre staff
LOCOG staff and
contractors
London
experience
Departure
London Ambassadors
London Ambassadors
Tourist Information
Centres
TfL Travel Information
Centre staff
TfL Travel Information
Centre staff
UKBA staff
Airport customer
assistance staff
LUL customer
assistance staff
Network Rail customer
assistance staff
London transport
customer assistance
staff
TfL Lost Property
Office staff
Network Rail customer
assistance staff
DLR PSAs
TOC customer
assistance staff
TOC customer
assistance staff
Front of house staff –
attractions and
accommodation
London Buses
customer assistance
staff and drivers
BID & Local Authority
ambassadorial staff &
volunteers
River boat crew
Private estate staff
Black Cab and Private
Hire drivers
Street Cleansers
London 2012: City Operations Programme
UKBA staff
Airport customer
assistance staff
Network Rail customer
assistance staff
TOC customer
assistance staff
Police – Met, City and
BTP
Slide 2
Welcome to London 2012
Visitor
Information
Centres
London
Ambassador
scheme
Dedicated visitor
information
centres with
specialist trained
staff
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 visitorrelated 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
• Recruiting 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
July-Dec
2010
Application
January
2011
Recruitment
Summer
2011
Training
Early 2012
Deployment
Summer 2012
To date
• Programme launched 27 July 2010
• Online registration and application process only
• 23,000 applications
• 16,000 shortlisted candidates invited to attend recruitment events
London 2012: City Operations Programme
Legacy
Ongoing
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
What this isn’t!
• Standing around doing nothing
• Holding a board or just distributing materials
• A cost to you. You 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
London 2012: City Operations Programme
Slide 5
Welcome to London 2012
Visitor
Information
Centres
London
Ambassador
scheme
Dedicated visitor
information
centres with
specialist trained
staff
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 visitorrelated businesses
and their staff in
the host city
welcome
Training, Comms and Recognition
London 2012: City Operations Programme
Slide 6
Example of W2L daily briefing
Editorial:
Motivational
Reminder to refer to key
Games time sources
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
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
London 2012: City Operations Programme
Slide 7
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 8
Thank you
London 2012: City Operations Programme
Slide 9