From the venue of the 2010 Guangzhou Asian Games to the stands of the Zhuhai WTA Super Classic, from the preparation site of the previous Zhuhai Tennis Championships to the front line of the tennis event of the 15th National Games, Xu Sijie of Huafa Sports has always been deeply involved in the field of event organization with the enthusiasm of "participants" and the rigor of "guardians". Today, as the ticket manager and spectator service leader of the 15th National Games tennis event, he has integrated the service concept of "professional, warm and safe" into every detail with years of accumulated experience in the event, and used the responsibility of "the National Games to have me" to build a solid service foundation for this national sports event.

Ticket guarantee

Let the audience "easily enter" 20 days in advance to warm the market

In Xu Sijie's view, ticketing work is the "first dialogue" between the event and the audience, which should not only ensure that "can come in", but also ensure that "it goes smoothly". As the core of ticket management coordination, he took the initiative from the early stage of preparation to break the barriers of conventional processes. Through repeated communication and coordination with superior departments, the tickets for tennis events were successfully promoted to be sold more than 20 days earlier than originally planned, which not only warmed up the market for the event in advance, but also gave the audience sufficient time to purchase tickets, and finally effectively improved the attendance rate of the event, allowing more people to have the opportunity to enter the venue to experience the charm of tennis.

"Ticketing is not a simple 'ticket sale', but a whole chain guarantee from ticket sales to admission." In order to make the audience enter more efficiently, Xu Sijie personally participated in the layout planning of all ticket verification points on site, from the placement of verification equipment to the division of labor of the staff, all of which were repeatedly simulated and tested. He asked the team to predict all kinds of ticketing disputes and special situations in advance, such as formulating standardized handling procedures for problems such as "repeated ticket purchases" and "inconsistent documents" to ensure that each verification point can respond quickly and avoid audiences queuing for a long time.

In addition, he also coordinated the planning and construction of tents, function rooms, materials and other needs required for ticketing and audience services. From a backup power supply for verification equipment to the streamlined design of the entire ticketing area, he checked and confirmed one by one, "The behind-the-scenes preparation that the audience cannot see is the key to ensuring smooth admission."

Audience service

From "service" to "good service", the host temperature is hidden in the details

"The core of spectator service is to allow everyone to not only see the wonderful game, but also feel the temperature of the host." As early as February this year, Xu Sijie took the lead in formulating a detailed spectator service plan, which became one of the earliest service preparations for the 15th National Games tennis project. In order to ensure the unity of service standards, he has communicated with the Party Building Office of the Hengqin Working Committee and other parties many times, repeatedly polished the service content, personnel division and work process, and finally built a complete on-site audience service system covering "consultation-convenience-guidance".

In the setting of service points, Xu Sijie fully considered the actual needs of the audience: there is an event information desk at the entrance of the venue, and special personnel are arranged to answer questions such as schedules and seats; the audience rest area provides rain gear and power bank rental services to solve unexpected needs; clear traffic guidance signs are set up around the venue, with on-site guidance from staff to help the audience quickly find the entrance and parking lot; and even intimately set up luggage storage points so that spectators with large items can "watch the game lightly".

"Tennis has a unique spectator etiquette, which is also part of the service." In order to allow the audience to better integrate into the atmosphere of the event, Xu Sijie specially conducted special training for volunteers on tennis viewing etiquette, not only explaining rules such as "keeping quiet during the game" and "disabling flashes when serving", but also formulating standardized guidance words. "We are not only a 'reminder', but also a 'transmission' - let the audience understand that etiquette is respect for athletes and part of the viewing experience."

Team building

Build a professional service team with "experience + actual combat"

"One person's strength is limited, and a professional team can support the service guarantee of the entire event." As the head of the spectator service and ticketing volunteer team, Xu Sijie clarified the core criteria in the early stage of the team's formation: to take volunteers who have participated in the test match as the backbone to ensure the inheritance of event service experience. He believes that the experience accumulated in the test match such as "responding to emergencies" and "communicating with the audience" is a valuable asset for the new team to get started quickly.

In terms of team motivation and management, Xu Sijie has his own methodology: share cases of previous events through special training, and use the "international event service standards" to enhance the team's professional cognition; organize simulation drills to allow volunteers to deal with audience complaints, equipment failures and other scenarios on the spot, and temper their abilities in actual combat; At the same time, the mission is carried out to let team members understand that serving the National Games is not a simple job, but a glorious mission to participate in national events.

He also implemented the "grid on-site management" model, dividing the service area into multiple grids, each of which was responsible for backbone volunteers and gave them certain decision-making authority. "When encountering small problems, volunteers can deal with them directly without reporting them layer by layer, which can improve the response speed." Xu Sijie said that this management method not only enhances the self-confidence of volunteers, but also makes the service more flexible and efficient.

For example, in an international event, the extreme heat caused the field to be sultry, which not only affected the audience's viewing experience, but also increased the workload of volunteers, and finally needed to coordinate multi-departmental support to alleviate the problem. This experience made him deeply aware of the importance of the viewing environment.

During the preparations for the 15th National Games, after he fed back this experience to the relevant person in charge, the government quickly played a leading role and took the lead in coordinating the guarantee of the event. After several rounds of research and demonstration, in the end, under the framework of systematic engineering led by the government and promoted by multiple departments, the upgrade of the air-conditioning system of the venue was successfully implemented, the temperature of the arena was comfortably regulated, the audience could watch the game with peace of mind, and volunteers no longer had to bear the pressure of high temperatures. Behind this achievement, it is inseparable from his active role in transforming experience and actively building a bridge of cooperation, and it also reflects his professional ability and responsibility based on the needs of the event and planning in advance for the guarantee work.

Emergency

The typhoon night guard venue keeps the risk out in advance

What impressed Xu Sijie the most was the emergency duty in response to Typhoon "Birch Gaza" before the opening of the 15th National Games. That night, after the typhoon warning was issued, he and his team began an all-night inspection at the venue. "There are two strings in my heart: one is worried about the damage to the venue facilities, such as the ticket tent being blown down by the wind and the verification equipment being flooded; the other is that they are worried that the typhoon will affect the audience admission and the organization of the event. ”

From the ticket verification point at the entrance of the venue to the function room for audience service, from the outdoor guide board to the indoor emergency equipment, Xu Sijie and his team members inspected and reinforced one by one. When encountering loose tent supports, they worked together to re-fix them; If you find a window in a function room that may leak, immediately seal it with a tarp; All electronic verification equipment should be transferred to a safe area and protected by waterproof. Throughout the night, they hardly rested, patrolling every hour until dawn when the typhoon warning was lifted.

"Although the typhoon took a detour in the end, it was regarded as a 'false alarm', but this experience greatly tempered the team's emergency response capabilities." Xu Sijie said that it is precisely because of this "actual combat drill" that they have subsequently supplemented more complete emergency plans, such as preparing backup power supplies for ticketing equipment, reserving waterproof materials in advance, etc., "'The National Games has me' is in these details, making preparations in the front and minimizing risks."

Words from the heart

Let the audience "watch with peace of mind and have fun"

When asked about the core goal of the service guarantee of the 15th National Games tennis event, Xu Sijie summed it up with three keywords: "professional, warm and safe". "Professional" is to follow the laws and etiquette of tennis to ensure the organization of the event. "Warmth" is to provide humanized services from the perspective of the audience and convey the enthusiasm of the host; "Safety" is the bottom line throughout, whether it is the order of admission or the facilities of the venue, the audience must be reassured.

For the audience who are about to be present, what he wants to remind most is the etiquette of watching the game: "Please keep quiet during the game, do not walk around or make noise; When the athlete serves, do not use the flash to take pictures. Every cooperation you make is a sign of respect for the athletes and the key to making the event more exciting. ”

From the Asian Games to the National Games, from international events to national events, Xu Sijie has always adhered to the front line of event services. For him, "I have me" is not a slogan, but the precipitation of more than 20 years of event experience, the initiative of every advance preparation, the polishing of every service detail, and the all-night persistence in the night of the typhoon. "Being able to escort the event with my professionalism at the National Games at my doorstep, watching the audience enter smoothly and enjoy the game, this is the most valuable 'National Games answer sheet' for me as a Huafa person."

Now, the 15th National Games tennis event is about to begin. Xu Sijie from the final commissioning of verification equipment, repeated review of service processes, to the accurate scheduling of volunteer posts, every work is carefully grasped, confirmed item by item, and coordinated and solved various problems that arose in the preparation as soon as possible. Behind him, countless Huafa people also practiced the promise of "I have me in the National Games" in different positions with full enthusiasm and professionalism, and jointly injected "Huafa power" into this sports event.