Vanessa Ward is the Director of Guest & Associate Experience for the Chicago Cubs at Wrigley Field. In her role, she oversees all of the stadium’s guest-facing ambassadors at one of America’s most historic ballparks. Known as “The Friendly Confines,” guests have come to expect a high standard of service for more than 100 years. In 2013, the most recent standard was developed with inspiration from The Disney Institute, while also ensuring that it is distinctly unique to the Chicago Cubs. In recent years, Wrigley Field has enhanced its premium offerings, which offer more ways that guests can experience a ballgame. This not only brings in additional revenue opportunities, but further enhances the relationship that fans have with the team, and particularly the rapport that they build with the associates. This results in guests coming back year after year and on occasion even sending gifts to staff members because of the level of service they received. In 2021, mobile food & beverage ordering was implemented at the stadium, which had been a topic of discussion for some time, then accelerated by the pandemic. Vanessa talks about the implementation of the new technology from the standpoint of educating guests on the new process, along with growing pains experienced along the way. Additionally, Vanessa shares how the organization’s service principles that guide their recruitment and training process have led to notable “wow” moments that positively impact the guest experience.