Executive Summary
At Bridgestone Arena, the Nashville Predators and Delaware North have changed how premium suite service works. Guests don’t flag down servers or download apps. They tap a tablet in their suite. Within seconds, a named team member accepts the request on a smartwatch and gets to work.
The platform is Listo. Every suite has a tablet. Every staff member has a smartwatch. Every request is routed, accepted, and tracked live. The result is a service operation that runs without the radio chatter, runners, and guesswork that fill the gap between guest and execution in most venues.
Since launch, gameday suite ordering at Bridgestone is up 15%. Guests stay focused on the game. Staff respond faster and with more clarity. Management has, for the first time, full visibility into every suite interaction in the building.
What makes this fit the Immersive Venue Experience category is the absence, not the presence, of technology in the guest’s awareness. The tablet is there when needed and invisible when not. The named attendant on screen turns anonymous service into a personal relationship. The fan never has to choose between being served well and watching the game.
Submitting Organization: Listo
Detailed Nomination
Overview:
Premium suite experiences are made or lost in small moments. A drink that arrives after the goal. A request that disappears between a server and a runner. A guest who looks at their phone instead of the ice trying to figure out where their attendant went.
When the Nashville Predators and Delaware North set out to improve the suite experience at Bridgestone Arena, the goal wasn’t to add more. It was to remove everything that pulled guests out of the game. The friction of finding staff. The uncertainty of whether a request had been heard. The disconnect between what guests were promised and what staff could actually deliver.
The system they built with Listo is designed to be felt, not seen.
Innovation & Impact:
The system runs on a tablet in every suite. Guests use it to order food and beverage, request assistance, or access event information. The interface is intentionally simple. No downloads. No logins. No setup. The tablet is ready the moment a guest sits down.
What sets this implementation apart is what happens after the tap. Every request is instantly routed to a specific staff member who accepts it on a smartwatch. The guest sees that team member’s name on screen. Service stops being anonymous. It becomes a relationship.
This single design choice (making the responder visible to the guest) is what separates Bridgestone’s deployment from the generic tablet rollouts now showing up across sports and entertainment venues. It restores the most premium element of premium hospitality: a person who is yours.
The technology layer is invisible by design. Smartwatch coordination has replaced radio chatter and runners. Every interaction in the building is captured live, giving suite directors and operations leadership a feed they can act on as the night unfolds.
Behind the guest experience sits a live operating layer. Every request, acceptance, and completion is captured as data. Suite directors and operations leadership see response times, request volumes, and service patterns as they happen, not in a post event report. The same system that simplifies the guest experience makes the entire operation observable for the first time.
For the guest, the experience is, “I tapped, my drinks arrived, the game never stopped.” For the venue, it is the first time suite service has been observable, measurable, and improvable as it happens.
Results & Success Metrics:
Since launching at Bridgestone Arena, gameday suite ordering is up 15%. The lift reflects two changes happening at once. Guests are placing requests they previously wouldn’t have bothered to make. Staff are completing those requests faster and more reliably than the radio and runner model ever allowed.
Beyond ordering volume, the operation has measurably tightened. Acknowledgement happens in seconds, not minutes. Suite directors have full visibility into every interaction in the building. Guest accessibility is 100%, with no app, no download, and no friction to entry.
Service pattern data now drives staffing, prep par levels, and supervisor focus. Suite 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.
The behavioral shift matters as much as the numbers. Guests no longer leave the suite to find staff. Staff no longer guess at priorities. Suite directors no longer reconstruct the night from memory. They see it as it happens.
Industry Influence:
Most “premium tech” in live event venues asks the guest to do more. Download an app. Learn an interface. Navigate a menu they didn’t ask for.
Bridgestone Arena’s implementation asks them to do less.
That inversion is what makes it influential. It demonstrates that the path to immersive premium experience runs through removing friction, not layering on features. It places the human moment back at the center of the experience, with the named staff member and the personal acknowledgement as the asset technology should protect, not replace.
For the broader industry, the Bridgestone deployment is a working proof point that live service infrastructure can scale across venues without scaling complexity, that smartwatch coordination outperforms the radio and runner model in premium contexts, and that the next frontier of premium hospitality is not more screens for guests. It is better tools for the people who serve them.
When done right, the technology becomes invisible. The service becomes personal. And the event remains the experience.
