London 2012 City Operations Programme – Visitor Welcome

Slide 2 London 2012: City Operations Programme 2012 spectator – key visitor touch points ArrivalTravel to event London experience Departure London AmbassadorsGames Makers Tourist Information Centres At event Airport customer assistance staff Network Rail customer assistance staff LUL customer assistance staff TfL Travel Information Centre staff Network Rail customer assistance staff TfL Travel Information Centre staff London Buses customer assistance staff and drivers DLR PSAs London Ambassadors TOC customer assistance staff River boat crew Black Cab and Private Hire drivers London Ambassadors Front of house staff – attractions and accommodation London transport customer assistance staff TfL Lost Property Office staff Police – Met, City and BTP BID & Local Authority ambassadorial staff & volunteers Private estate staff Street Cleansers TfL Travel Information Centre staff Airport customer assistance staff Network Rail customer assistance staff TOC customer assistance staff UKBA staff LOCOG staff and contractors

Slide 3 London 2012: City Operations Programme Welcome to London 2012 Visitor Information Centres London Ambassador scheme Games time Champions (uniformed staff) Business engagement campaign Dedicated visitor information centres with specialist trained staff Volunteers recruited through an open application specifically to welcome visitors Existing uniformed staff that have assisting visitors as part of their role Campaign to engage visitor- related businesses and their staff in the host city welcome Training, Comms and Recognition

Slide 4 London 2012: City Operations Programme LONDON AMBASSADORS PROGRAMME OVERVIEW Objective To provide a world-class welcome for visitors to the Host City of the Olympics and Paralympics Reach Recruited 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 Recruitment Training Deployment Legacy Application July-Dec 2010 January 2011 Summer 2011 Early 2012Summer 2012Ongoing To date 8,000+ ambassadors recruited Three ambassador hubs at London Bridge, Waterloo and on the Queen’s Walk Training to roll out between January – June 2012

Slide 5 London 2012: City Operations Programme LONDON AMBASSADOR ROLE 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  Ambassadors 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 Roles  8,000 London Ambassadors  Location managers and area managers

Slide 6 London 2012: City Operations Programme Example of W2L daily briefing Editorial:  Motivational 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 Reminder to refer to key Games time sources 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

Slide 7 London 2012: City Operations Programme 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