To enhance its customer service experience, Delaware North created GuestPath®, its proprietary customer experience, continuous improvement, and service delivery program focused on the betterment of the guest experience and operational process at Delaware North establishments. One key component of GuestPath is its role in customer service delivery and employee training processes. Delaware North’s unit leadership is responsible for guiding their associates in delivering first-class service and GuestPath provides various platforms to accomplish this mission. One such platform is the GuestPath Validations process, whereby unit leadership educates associates through various methodologies including observing associate/guest interactions, role play and associate on-shift meetings by obser

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