Learning Event: Tampa Bay Lightning Service Transformation - Inspiring the Front Line

  • October 20, 2016
  • 6:00 PM - 8:30 PM
  • Centre Club, Tampa


  • ATD Chapter Guest - Early Registration
  • ATD Chapter Member - Early Registration
  • This fee is for payments received the week of the event - this includes attendees that registered but did not pay until the week of the event.

    Note that we must give the Centre Club a headcount 3 days prior to the event, there is an additional charge for registered but not paying until the day of.

Registration is closed

The Suncoast Chapter of ATD invites you to explore how

the Tampa Bay Lightning have become the leaders in service delivery for the NHL and professional sports. 

What are the secrets to their success and what role does leadership and training have in that transformation?

Workshop Objectives

  • What is World Class Service?
  • Defining the Front Line
  • What are the critical drivers for the Lightning's success?

Speaker:  Mary Milne - Vice President, Guest Experience

Mary Milne is currently in her 17th year with the Tampa Bay Lightning, the Tampa Bay Storm and Amalie Arena. She is responsible for the overall service that is provided to all guests and visitors for every event that takes place at Amalie Arena. In her current position, Milne oversees all front of house departments, including parking, security, guest and suite services.  She ensures that the guest experience and delivery of service is at its highest quality and nothing short of world class.

Milne originally joined the arena staff in Tampa Bay as front of house manager in 1999, overseeing guest services and security staffing and has seen her role increase during the previous 17 years, becoming director of event operations eventually moving to VP of Event Operations and then Vice President of Operations in 2008 before assuming her current role of VP of Guest Experience in April of 2013.
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