Company: Dr. Phillips Center, Orlando FL
Nomination Submitted by: UPRoar PR
Company Description: Dr. Phillips Center is a private nonprofit 501(c)(3) organization in downtown Orlando. The 9-acre venue includes six unique performance and event spaces and a year-round school of arts.
Nomination Category: Customer Service Department Categories
Nomination Sub Category: Customer Service Department of the Year - Leisure & Tourism
 Nomination Title: Dr. Phillips Center for the Performing Arts
- Which will you submit for your nomination in this category, a video of up to five (5) minutes, explaining the achievements since July 1, 2021 of the nominated department, OR written answers to the questions? (Choose one):
Written answers to the questions
- Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 3 words used.
See attached links.
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video. If you are submitting written answers to the questions for this category, provide them in the spaces below.
N/A
- Outline the department's achievements since July 1 2021 that you wish to bring to the judges' attention (up to 250 words):
Total 250 words used.
At the Dr. Phillips Center, customer service and the guest experience are a shared responsibility and since July 2021, we brought in more guests and diverse programs, welcoming the community in larger numbers than ever before. Throughout this period, the arts center celebrated the opening of our brand-new Steinmetz Hall and implemented day-to-day processes to enhance our guest experiences.
First, we installed a state-of-the-art security system in late 2021. The expedited screenings feature uses advanced sensor technology and artificial intelligence to distinguish between weapons and everytday items. As the first adopters of this advanced technology, the new measures drew attention from other nearby attractions, including Walt Disney World®.
In January 2022, the Orlando community came together to inaugurate Steinmetz Hall. Named one of the world’s 11 most beautiful theaters by Architectural Digest, the venue presented several operational areas of opportunity due to its newness. Our steadfast colleagues handled any guest concerns with efficiency and grace, developing processes to host events in the hall.
We also pride ourselves on inclusivity. Throughout the entire two-year period, we implemented non-traditional accessibility features to our performances such as audio descriptions, assisted listening devices and American Sign Language translators. The arts center also maintained its status as a Certified Autism Center from the International Board of Credentialing and Continuing Education Standards. This program requires 80% or more of all public-facing staff to complete a training and certification program to better understand and welcome autistic or sensory-sensitive guests and their families to the Dr. Phillips Center.
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 180 words used.
The Dr. Phillips Center for the Performing Arts, located in the heart of downtown Orlando, is an important cultural anchor for the region. The 9-acre, two-block venue is a hub for the best, diverse international, national and regional artists – and a home for guests from every walk of life.
Envisioned two decades ago by community leaders who dreamt of creating a next generation performing arts center, we opened our doors in 2014. Since then, we have welcomed more than 3.5M guests and hosted over 5,200 performances and events -- with 735,000 guests across 692 performances and events in our 2022/2023 season alone. We have also engaged nearly 19,000 donors to date. Guided by our vision of Arts For Every Life®, we are committed to making the arts accessible to everyone.
Throughout our history, the Dr. Phillips Center has proven time and time again that we are more than a performing arts center. We are a civic anchor, a good community partner, a home to world-class facilities and a driver of economic impact in Central Florida.
- Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the department's past performance (up to 250 words):
Total 248 words used.
We strive for excellence and exceeding expectations—from service to shows to the building itself. Our achievements from the past year put the Dr. Phillips Center on par with world-class venues like the Lincoln Center. As a younger institution, we are setting the stage for what we define as “excellent,” and are aiming higher than ever before for guest experience.
We have a dedicated team of 600+ colleagues and volunteers who manage our high-touch guest experience, from the moment they purchase a ticket to after they leave with our post-show survey. For our 2022/23 season, we received 11,453 responses, with 95% rating their overall experience as “favorable.” We also learned that 94.5% are likely to recommend the Dr. Phillips Center to a friend, and 73.4% were repeat guests—proving our welcoming environment helps us meet business goals. We also monitor quality and cleanliness (99.5% rated as “favorable”); ticket buying experience (91.6% rated as “favorable”); and usher service (96.2% rated as “favorable”).
As a 21st-century venue, our innovations showcase what the next generation of performing arts institutions will look like. Our new security screening system was the first of its kind in Florida; our employee training and sensory-friendly performances help more people have positive experiences; and our transparent communications with guests are only the beginning. Tied to our vision of Arts For Every Life®, we are committed to customer service at all levels to create life-long connections with the arts and our community.
| Attachments/Videos/Links: |
|---|
|
