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Industry partner

MoonShot

Fan Experience & HospitalityOperations & TicketingSafety & Security
Fan Experience & Frontline Staff Engagement Speciality

MoonShot is a specialist in fan and guest experience, helping sports organisations and major events empower the frontline teams who shape every interaction with their guests.

The company designs and delivers training, engagement and recognition programmes for frontline staff and volunteers, alongside operational support covering volunteer management, guest services and accessibility.

Working with leading sports organisations and events worldwide, MoonShot helps organisations turn service standards and brand values into consistent behaviours, empowering frontline teams to create meaningful connections and memorable experiences for every guest.

Our expertise

MoonShot helps stadiums and sports organisations turn their frontline teams into an integral part of the fan experience.

Through guest experience training, service culture consultancy, staff engagement and recognition programmes, MoonShot helps organisations define what great service looks like and translate those expectations into consistent behaviours across matchday teams.

Beyond training, MoonShot provides hands-on operational support through volunteer management, Here to Help teams and accessibility programmes, helping ensure that every guest feels welcomed, informed and included throughout their journey.

For ESSMA members, MoonShot brings best practices and practical insights from its international experience across stadiums and major sporting events, helping organisations build stronger service cultures, engage their people and create more memorable fan experiences.

 

Products & services

  • Guest Experience Training: Bespoke training programmes that equip frontline staff with the knowledge, confidence and behaviours required to deliver consistently high-quality guest experiences.
  • Guest Experience Audits: Evaluation of the complete guest journey to identify service gaps, improvement opportunities and areas where frontline interactions can have greater impact.
  • Service Culture Consultancy: Support in defining service standards, behaviours and organisational principles that embed guest experience throughout venue operations.
  • Staff Engagement & Recognition Programmes: Programmes designed to motivate, celebrate and recognise frontline teams while reinforcing positive behaviours and service standards.
  • Here to Help Programmes: Visible, approachable frontline teams deployed across venues and events to welcome guests, provide information and proactively support their experience.
  • Volunteer Management: End-to-end support for volunteer programmes, including recruitment, training, engagement, deployment and recognition.
  • Accessibility Support Programmes: Dedicated teams and programmes that help venues provide inclusive and supportive experiences for guests with accessibility requirements.
  • Operational Event Support: On-the-ground support during major events to reinforce service standards, engage frontline teams and help deliver a consistent guest experience.

References

NFLFIFAThe FAECBFormula 1Huddersfield Town FC - Accu StadiumPhiladelphia Phillies - Citizens Bank ParkWashington Nationals - Nationals Park