Executive Summary
At Inter Miami CF, premium hospitality runs on Listo.
In partnership with Delaware North, the venue’s premium operation has been rebuilt around real-time, structured service workflows that turn guest demand into immediate, personalized, and traceable action. Across premium suites, loge boxes, and floor seats, guests place requests through tablets or QR codes for direct access. Each request routes in real time to the assigned staff member, who accepts it on a smartwatch and gets to work. The guest sees who is helping. Operations see what is happening across every premium location, live, as the event unfolds.
A standout element of the implementation is service that keeps premium guests in their seat. Snacks, food, and beverages that come with the premium ticket, traditionally accessed at a buffet area, can be requested through Listo and delivered directly to the seat. No more walking away from the action to grab more popcorn.
What makes Listo a true sales enablement tool is what happens on the operational side. Faster fulfillment drives order frequency. Lower friction drives per guest spend. Real time visibility lets supervisors steer the night as it unfolds, not reconstruct it afterward. The platform turns premium service from an aspiration that depends on staff intuition into a workflow that runs the same way, with the same standard, across every premium seat and every event.
For a club whose brand draws global attention, having a premium operation that performs with this level of consistency, speed, and personalization is essential infrastructure, not optional polish.
Submitting Organization: Listo
Detailed Nomination
Overview:
Premium hospitality is a high stakes operating environment. Premium guests pay for an experience that should be effortless, immediate, and personal. In most venues, premium service across multiple seating tiers runs on radio chatter, runners, and the assumption that staff will be in the right place at the right time. Requests get missed. Response times stretch. The experience becomes ordinary.
Inter Miami CF set out to build something better. With Delaware North as the operating partner and Listo as the platform, the team built a premium service operation designed for clarity, speed, and personalization across every premium seat in the venue.
Innovation & Impact:
The system gives every premium seat live access to service. In suites, tablets put food, beverage, and assistance one tap away. In loge boxes, floor seats, and other premium areas, QR codes positioned for direct access provide the same instant entry point. Whichever route a guest uses, the experience is consistent. No app downloads. No logins. Tap or scan, request, fulfilled.
What happens after the request is the differentiator. Every request is routed in real time to the staff member assigned to that area, who accepts it on a smartwatch. The guest sees that team member’s name. The staff member gets full context: what is needed, where, and how urgent. Radio coordination and runner systems are replaced with a structured, traceable workflow.
A standout feature is service that keeps the guest in their seat. Premium tickets typically include access to buffet and concession items. Traditionally, guests have to leave their seat to retrieve them, missing live action they have paid to see. With Listo, those same amenities can be requested through the platform and delivered directly to the seat. The guest stays in front of the event.
Behind the guest experience sits a live operating layer. Every request, acceptance, and completion is captured as data. Service directors and operations leadership see response times, request volumes, and service patterns as they happen, not in a post event report.
Results & Success Metrics:
The system has changed how Inter Miami’s premium operation runs.
Staff operate with real time visibility and clear task ownership across all premium seating areas. Requests are accepted, fulfilled, and tracked end to end. The operational guesswork that traditionally sits between guest demand and staff response has been replaced with structured, observable workflow.
For the guest, ordering is faster, more direct, and more personal. Removing friction from the request makes guests more willing to ask for what they want, which lifts order frequency and overall spend per premium guest. When ordering is easy, premium guests order more.
Service pattern data now drives staffing, prep par levels, and supervisor focus across the premium operation. Directors can identify peak request windows, surface chronically slow lanes, and rebalance attention on the fly or before the next event. What used to be operator intuition is now operator intelligence, captured automatically and sharper event over event.
Bringing premium amenities to the guest, instead of requiring the guest to come to the amenities, drives engagement in a way traditional buffets and concessions cannot. Fans stay seated, stay focused, and stay engaged with the event they came to see. The result is more orders, longer dwell at the seat, and a premium experience that does not force a trade off between hospitality and the live action.
Industry Influence:
This implementation reframes what a service enablement tool is supposed to do.
The traditional model is operational: track tickets, route requests, manage staff. Listo at Inter Miami treats service enablement as a commercial lever. Faster fulfillment means more orders. Lower friction means higher attach rates. Real time staff coordination means premium hospitality programs run with the same standard across every premium seat tier, event after event.
It also demonstrates that premium service infrastructure does not need to stop at the suite door. With the right platform, the same operational standard that defines a great suite experience can extend across the broader premium environment. Premium becomes a property of the operating model, scaled across the full premium product, not just its highest tier.
For Delaware North, the implication is structural. The Inter Miami deployment is one of multiple properties where DN and Listo have built operating models together. Each new venue produces new applications of the platform, new workflows, and new ways for premium teams to recover the minutes that fragmented communication used to consume.
When done right, sales and service enablement is not software running in the background. It is the difference between a premium operation that delivers a great event and one that delivers a great event every event, in every premium seat.
