Company: Dr. Phillips Center for the Performing Arts, Orlando, FL
Company Description: Dr. Phillips Center for the Performing Arts, located in downtown Orlando, is a cornerstone of the region’s cultural and economic landscape. Spanning two city blocks, the venue serves as a gathering place for internationally acclaimed artists, diverse community programs and world-class educational initiatives through Dr. Phillips Center’s AdventHealth School of the 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, 2022 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 77 words used.
Dr. Phillips Center Accessibility Page – Detailing initiatives such as sensory bags, audio descriptions and Quiet Rooms.
Survey results – Highlighting guest satisfaction and repeat attendance metrics.
Press coverage/releases – Showcasing the expansion of our Giveback program, educational initiatives and arts & wellness programming.
Customer testimonials – Demonstrating the impact of our guest service innovations.
These materials reinforce the claims made in this nomination, providing concrete evidence of our commitment to excellence in customer service and accessibility.
- 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.
Written answers to questions below.
- Outline the department's achievements since July 1 2022 that you wish to bring to the judges' attention (up to 250 words):
Total 249 words used.
As part of our Arts for Every Life® vision, we prioritize accessibility, inclusion and an exceptional guest experience. From 2023 to 2024, as performances nearly doubled, our guest services team introduced innovative enhancements to ensure all guests feel welcome.
Key initiatives include the launch of Gala Pro Audio Description services, sensory bags available at guest services for neurodivergent visitors and binoculars to accommodate visually impaired guests. Additionally, we created Quiet Rooms—private spaces where guests can enjoy performances in a separate yet fully immersive environment. Additionally, the arts center is a Certified Autism Center, with 80% of public facing team members trained to understand and accommodate guests with autism or sensory sensitivities.
These efforts significantly improved accessibility and inclusivity. A 2023 survey of 6,254 guests found 95% rated their experience as “favorable,” 94% were likely to recommend Dr. Phillips Center and 73% were repeat visitors, reinforcing our commitment to guest satisfaction.
Beyond theatergoers, our community initiatives further our vision. Our education team, in partnership with the internationally renowned Pilobolus dance company, offers free annual workshops for individuals with autism, seniors and aspiring pre-professional dancers. In 2024, we expanded our arts & wellness program, providing free music experiences for stroke survivors, people with autism and veterans.
To date, we have engaged hundreds of community organizations representing individuals of all abilities through Community Giveback initiatives and tours, including Magnify of Central Florida, Best Buddies, Lighthouse Foundation and Quest Inc. Over 47,000 have participated in this giveback program since 2017.
- Briefly describe the nominated department: its history and past performance (up to 200 words):
Total 183 words used.
Dr. Phillips Center for the Performing Arts, located in downtown Orlando, is a cornerstone of the region’s cultural and economic landscape. Spanning two city blocks, the venue serves as a gathering place for internationally acclaimed artists, diverse community programs and world-class educational initiatives through Dr. Phillips Center’s AdventHealth School of the Arts.
Conceived over two decades ago by visionary leaders and fueled by philanthropy, the arts center opened in 2014 with the vision to make the arts accessible to all. Since then, we’ve hosted over 4,530 performances, contributed $190 million annually to the local economy, welcomed over 5 million guests and invested more than $23.5 million into purpose and community.
In 2023, we welcomed over 695,000 guests across 461 performances. The recent opening of Judson’s Live, a 140-seat music venue operating six nights a week, resulted in a 53% increase in performances, reaching 709 shows in 2024 and giving our guest services department more opportunities to create lasting impressions. Even with a surge in programming, our customer service remains exceptional, with 95% of guests rating their experience as “favorable.”
- 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 247 words used.
Dr. Phillips Center’s commitment to service, accessibility and community impact distinguishes us from other performing arts centers. While many venues offer traditional accommodations, we have gone beyond expectations by introducing Gala Pro Audio Description, sensory bags, binoculars for visually impaired guests and Quiet Rooms—ensuring that every guest can fully enjoy the arts. We are one of two performing arts centers in the southeast region to meet the education standards & maintain Certified Autism Center credentials.
Through our Giveback program in 2023, our community engagement team hosted 10 community groups which brought in 956 guests to experience live performances—many for the first time and with varying abilities. We also strengthened our school engagement efforts, welcoming 53 elementary, middle and high school groups for immersive arts education experiences.
In 2023 and 2024, we had the honor of hosting the Miss America Pageant, attracting nationwide visitors. While this is a snippet of the large-scale events the arts center hosts, we remain deeply committed to serving our local community and meeting the needs of all our guests. Furthermore, we recently brought our box office operations in-house, to improve service efficiency, enhancing guest experiences and satisfaction from the onset of the Dr. Phillips Center relationship. To support this growth, we’ve added a fully staffed call center, live chat feature on our ticketing website, and expanded to 15 tickets agents.
Dr. Phillips Center blends world-class performances with an unwavering commitment to community enrichment, proving that exceptional customer service extends far beyond ticket sales.
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