Executive Summary
In 2024, Delaware North implemented a groundbreaking communication platform at TD Garden in Boston, leveraging Listo to modernize the premium suite experience. Focused on elevating guest satisfaction and streamlining service delivery, this integration empowered suite guests with real-time, digital access to personalized service, while giving staff the tools and data to respond faster, more efficiently and with greater transparency. In addition, Delaware North partnered with Listo to create brand-new user modules to modernize and enhance gameday stadium communication and product ordering.
Using suite-based tablets, guests can select from a list of tailored service options — from food and beverage requests to housekeeping and assistance. These requests are immediately routed to the assigned Suite Attendant via smartwatch or mobile device. Once accepted, the attendant’s name appears on the guest’s screen, providing instant feedback and a more personal connection.
This real-time, two-way communication model removes ambiguity and delays, enhancing service while maintaining a premium, white-glove feel.
Behind the scenes, managers have access to a live dashboard and robust reporting tools that provide visibility into staff responsiveness, top-requested services, and guest feedback. All data is exportable, enabling post-event analysis and long-term planning.
Following the successful pilot, Delaware North is expanding Listo to all premium suites at TD Garden – reinforcing its position as a forward-thinking operator committed to operational excellence and guest-first innovation.
Submitting Organization: Delaware North
Detailed Nomination
As a global leader in hospitality and venue management, Delaware North consistently explores new technologies that elevate both guest satisfaction and operational performance. In 2024, this commitment took center stage at TD Garden in Boston, where Delaware North partnered with Listo to implement a next-generation communication platform within premium suites.
The Challenge
Prior to Listo’s implementation, premium suite guests relied on traditional communication tools, such as call buttons or verbal requests, to reach staff. This created ambiguity, longer wait times, and minimal transparency, leaving both guests and staff without clear expectations or accountability.
The Solution: Delaware North + Listo at TD Garden
Delaware North’s team reimagined the guest service experience by piloting Listo, a smart tablet-based platform that empowers guests to initiate service requests directly and transparently. The system operates with three key touchpoints:
1. Guest Interaction
Guests in suites are presented with a clean, user-friendly tablet interface listing service options such as drink refills, item requests, and clean-up assistance. Once a request is submitted, the guest’s screen updates in real time to show which Suite Attendant has accepted it: providing a reassuring, personal connection.
2. Staff Workflow
Suite Attendants receive notifications via smartwatch or mobile device and can accept and complete tasks directly through the system. This creates a fluid, trackable workflow that improves task ownership and prioritization during busy event days.
3. Admin Oversight & Data Visibility
Listo’s dashboard offers real-time visibility into all active requests, while the reporting portal captures historical performance data. Delaware North managers now have access to; most requested services, top-performing staff, response time metrics and event-specific guest feedback
All data is downloadable via CSV or PDF for operational reviews, staffing decisions, and continuous improvement planning.
Impact Highlights
Enhanced Guest Satisfaction: Real-time feedback loops give guests peace of mind and elevate their sense of personalized service.
Increased Efficiency: Staff no longer need to manually check suites or respond to vague alerts. Tasks are streamlined, and performance is trackable.
Actionable Analytics: Post-event reporting enables Delaware North to refine service models and better allocate labor resources across events.
This implementation is more than a digital upgrade, it represents a shift in how Delaware North defines premium service. Rather than reactively managing requests, the system enables proactive, accountable service with measurable performance outcomes. Guests benefit from a more modern, engaging experience, while staff are empowered with clarity and real-time tools.
The pilot’s success led Delaware North to scale the Listo platform to all premium suites at TD Garden. Beyond Boston, this model is being explored for other Delaware North managed venues, leveraging the proven impact of Listo to enhance premium experiences enterprise-wide.
By integrating Listo at TD Garden and partnering with Listo to ideate, test and deploy new user interfaces and modules, Delaware North demonstrated its forward-thinking approach to guest engagement, operational efficiency, and hospitality innovation. This technology doesn’t just meet the expectations of today’s premium guest, it anticipates the demands of tomorrow’s.
The result is a best-in-class model for how technology can enhance the live event experience without compromising the human touch. A balance Delaware North has mastered through this strategic, successful deployment.
