VOL 26 ISSUE 25, June 23, 2025
Main caption: Guest Experience Manager Darius Jenkins (left) worked with Delaware North’s Customer Experience and Social Customer Care teams to ensure first-time guest Vinny Jenco (right) had a memorable experience at Truist Park.
Unexpected acts of hospitality are often the most meaningful for Delaware North guests, which is why Customer Experience (CX), Social Customer Care and Delaware North Sportservice team members at Truist Park in Atlanta are piloting a “Surprise & Delight” initiative.
Delaware North’s CX and Social Customer Care teams use various tools and platforms to blend digital and in-person hospitality – including social listening – to provide real-time customer service to help recover guests experiencing problems, answer inquiries, connect with guests, cascade information during crises and more.
Within the Sportservice division, Truist Park is the pilot location for the “Surprise & Delight” initiative, which uses information guests share on social media about their specific needs and interests to create more personalized hospitality touchpoints.
Darius Jenkins, guest experience manager for Sportservice at Truist Park, shares the importance of this new initiative:
“Our Surprise & Delight initiative is all about creating memorable moments that exceed our guests’ expectations,” he said. “These special experiences not only enhance the guest journey but also reflect our strong partnership with the Braves and our shared commitment to outstanding service and hospitality. It’s through these unique, personal touchpoints that we are bringing the company’s vision and values to life.”
Surprise & Delight in action
Vinny Jenco, a local schoolteacher, recently shared on Twitter before an Atlanta Braves game that he was visiting Truist Park for the first time and wanted recommendations on the best places to eat at the ballpark.
With cross-functional support, Jenkins met Jenco at his seat during the game and provided him with a handwritten note and gift card to enjoy Delaware North’s food and beverage options, along with a bobble head of Braves outfielder Ronald Jose Acuña Jr.
Jenco once again took to social media to post a photo of the note and pizza he got with the gift card, tagging @DelawareNorth and sharing a thank-you message for making his first Braves game “amazing.”
“This is a prime example of collaboration and alignment between team members who monitor social media and our field team members to find new ways to create meaningful moments for our guests,” said Marcus Story, director of CX for Delaware North.