Mission

The Miami HEAT Season Ticket Services Department customizes the HEAT Experience for every Miami HEAT Family Member by providing unparalleled service.  We proactively create treasured memories that resonate beyond basketball and last a lifetime.  Our goal is to ensure that all Miami HEAT Family Members become #HEATLifers.

Vision

The Season Ticket Services Department is dedicated to creating a service experience for our Family Members that is recognized as the best in the sports and entertainment industry. Using the ELEVATE philosophy, we will personalize our service, exceed expectations and fulfill dreams. 

Service Promise

We treat our Members like Family.

Values

1. Fun and Pride: We will enjoy our own experiences during the season, as well as our interactions with STH. We will utilize the SMILE concept to make all fans feel welcoming using our smiles and laughs to create a great experience and environment.

2. Team: Together Everyone Achieves More - We will come into work with a positive attitude and a willingness to help each other. We are dedicated to working seamlessly with each other and other departments in the organization to maximize the HEAT experience for out season ticket holders and ourselves.

3. HUG Our Customer-Centric Philosophy: We will earn STH loyalty through our commitment to providing superior service to each season ticket holder and by proactively asking, attentively listening and learning preferences so we may execute personalized experiences.

4. Building Friendships: We will build and maintain strong friendships with each season ticket holder. Each friendship will be unique because we will listen and understand inquires and preferences so we many execute personalized experiences. 

5. REFUSE to say “No”: Give options! We will go above and beyond to resolves issues that arise. The first step to effectively resolving is to listen and then discovering alternatives when a policy conflicts with STH expectations. Once we resolve, we will HUG!

Elevate

Our Common Purpose

Uniting and empowering people to create extraordinary moments.

Quality Standards

Safe
Individualized
Fun
Proficient

Service With A Smile

Actively look to create extraordinary moments.
Greet every guest… and each other.
Anticipate guests’ needs.
Make eye contact and smile.
End with a “thank you” and invite back.

Contact Us

Phone: 786-777-1400
Fax: 786-777-1629
E-mail: SeasonTicketServices@HEAT.com
Address: HEAT Group
Attn: Season Ticket Services & Retention
601 Biscayne Blvd.
Miami, FL 33132

Policies and Procedures Guide