Enhancing the Fan Experience at Amerant Bank Arena
Since partnering with the Florida Panthers in 2023, Towne has delivered measurable, high-impact improvements across the fan experience and operations.
The Challenge
Amerant Bank Arena was searching for a partner to help create a seamless parking and arrival experience for fans, guests and employees across self-parking, ADA valet, and standard valet. The operational challenges included:
- Vehicle volume spikes of 50%+ during NHL Playoff and Stanley Cup Finals games
- Scaling staffing rapidly to maintain service quality
- Strengthening revenue control, safety performance, and service consistency
- High expectations from season ticket holders, VIPs, and sold‑out crowds for an exceptional fan experience
The Florida Panthers needed a partner who could consistently ensure flawless operations, exceptional hospitality, and strict accountability – no matter the event size.
The Solution
Towne introduced an agile, performance-driven operating model aligned to the arena’s needs.
- Scalable staffing: 15–17 associates on standard nights and up to 25 during Final to ensure a seamless, high-quality experience at every event
- Stronger revenue systems: Full QR code verification for every valet transaction and strict accountability across all teams—resulting in 100% payment compliance.
- Zero‑incident safety culture: Enhanced protocols drove a 100% reduction in vehicle safety incidents.
- Premium service delivery: Towne’s team, professionally trained in hospitality, provides exceptional arrival experiences for fans whether they choose self-parking or valet.
- Collaborative partnership: Strong client trust, active communication, and operational transparency yielded two consecutive NPS scores of 10.
The Results
- Client and Consumer Satisfaction: back-to-back NPS scores of 10
- Safety Performance: 100% reduction in vehicle safety incidents
- Revenue Optimization: 100% of value vehicles paid appropriately with 9% increase in valet revenue
- Service Excellence: 0 service incidents or attendee complaints plus fans consistently recognize the team’s professionalism and hospitality with multiple positive emails each season