HOW DRAFTKINGS SCORED BIG ON EMPLOYEE SATISFACTION WITH CRAFTY

The sports-themed huddle areas and a massive cafeteria space in the Boston office are standout examples. These spaces are not just aesthetically pleasing but are designed to encourage interaction and collaboration among employees. Utilizing his expertise, Andrew turned to the cafeteria, which serves as a central hub for employees to gather, share meals, and participate in large meetings or events, reinforcing the sense of community within the company. To put it plainly, he understood that anywhere where there is food there is a chance to build connection. 

To institute this type of experience at DraftKings, he conducted a thorough audit of their office operations. His research revealed a scattered approach to office amenities, with multiple vendors handling food, beverages, and coffee that ultimately resulted in wasted time and money. 

"When I joined DraftKings, I looked at everything happening on the workplace side, especially since we were in the midst of COVID and the return-to-office process,” shares Moscardelli. “One of the things I noticed was that all of our offices had individual vendors–sometimes 12 to 15 for a single location. From my experience, I knew it was possible to nationalize and make it consistent across all offices, making things more efficient for our team. 

We did our research, considered a handful of companies, and Crafty really stood out to us. My decision was mainly based on the company's ability to optimize our budget, but one of the key aspects that set Crafty apart was their programming. It gave us significant insight into our spending and allowed us to audit our internal product use. This flexibility has been crucial as we've adapted to the new normal in the workplace over the past few years."

Return to Office

Like most organizations, DraftKings was making the shift to a hybrid work model and reimagining how they wanted to utilize their office space. Crafty played a pivotal role in partnering with Andrew and the team to ensure that employees felt welcomed, comfortable and cared for when they returned to the office. 

Crafty's pantry program not only streamlined their F&B operations but also introduced a level of consistency and efficiency across all DraftKings offices. This was a game-changer, especially in a post-pandemic world where flexibility and quick adaptation are non-negotiable.

"You have team members who are feeling unsure whether they are returning to the office for the first time or are new employees coming in for the first time ever,” says Moscardelli. “Crafty provided a huge part of building community back in the office space again and allowing people to connect."

Consistency Across Locations 

Ensuring a uniform experience across DraftKings’ office locations (like Boston and Vegas) is no small feat. Crafty’s national-level service means that no matter where an employee is, they receive the same level of high-quality food and beverage offerings and hospitable service. This reassures employees and reinforces a unified company culture that puts everyone's needs on the same level. 

Thanks to Crafty, DraftKings’employees no longer needed to worry about their daily caffeine fix or where to find an office snack—they could focus on their work and feel part of the community.

“Across all our offices, we want a similar experience when people come in,” says Moscardelli. "Thanks to Crafty, we know what's going to be in the fridge, what the fridges will look like, and the coffee machines we’ll have in every location. From a service standpoint, we also know we're going to get high quality. If, for some reason, we don't, we know Crafty will be there to make adjustments and ensure customer satisfaction."

Unrivaled Adaptability

DraftKings initially signed up with Crafty for the Delivery Plus service, which entails delivery and onsite service within a 90-minute visit. As the number of employees returning to the office surged, so did the responsibilities. The need for a more hands-on approach became evident, especially in the four-floor Las Vegas office with staff frequenting the premises up to five days a week.

That's when DraftKings upgraded to Crafty's Concierge service. This meant having Crafty experts onsite daily to manage everything from food and beverage orders to inventory, restocking, and equipment maintenance. The result? An office that runs smoothly and looks impeccable, without DraftKings' employees lifting a finger. 

Meet Ashley O’Connor

At DraftKings' Las Vegas office, that onsite expertise comes courtesy of Ashley O’Connor, a hospitality veteran whose genuine care and dedication have earned her the nickname “MVP.” Ashley's role is multifaceted; she oversees four floors of kitchen space, digs into budgets, collects insights into trends, organizes events, and much more.

Ashley’s approach is all about authentic hospitality. "I’ve always known that taking care of people is what makes me happy," she says. Her background in managing bars and restaurants has equipped her with invaluable skills in inventory management, merchandising, and customer interaction. "This role needs someone who is genuinely passionate about taking care of others. That’s me!" she explains.

A Day in the Life of Concierge Staff

What does a typical day look like for Ashley? It starts early at 7:00 AM with the morning coffee routine, delivering freshly brewed coffee to various floors. She then moves to pantry maintenance with inventory and ordering, restocking and cleaning coffee machines and snack areas. Midday involves another round of coffee to keep everyone energized. After lunch, she focuses on restocking snacks and beverages, especially breakfast items, which fuel busy mornings. By the end of the day, she’s deep-cleaning coffee urns, updating daily reports and communicating with DraftKings workplace team. Weekly and monthly tasks include specialized cleaning of the De Jong Duke coffee machines, program meetings, and feedback sessions to inform Crafty’s monthly reports that are delivered to DraftKings stakeholders.

Beyond Daily Tasks: Creating an Inclusive and Engaging Environment

Ashley is not just about keeping the office running smoothly; she's also about creating an inclusive and engaging environment. She works closely with Steve Flores, Workplace Experience Manager at DraftKings, to make data-informed decisions about the future of the office’s food and beverage programs. Weekly meetings ensure that communication is clear and transparent, fostering a strong sense of teamwork between Crafty and DraftKings.

She also goes above and beyond in her role. Notably, she recognized that DraftKings employees were craving new coffee. To support, she hosted a blind coffee-tasting event with employees to help select the best coffee brand for the office. "Including team members in these decisions makes a huge difference," Ashley notes. Such activities not only break the monotony of the workday but also build a sense of community and involvement among employees.

Her hospitality philosophy is simple yet profound: "You can teach people how to be organized, but you can’t teach them to show genuine concern for others." This belief underscores her daily efforts and strengthens the bond between Crafty and DraftKings.

Andrew pointed out that the true test of Crafty's effectiveness came during the first six months of the Return to Office (RTO) phase. The positive feedback from employees, the ease of operations, and the community-building aspects all highlighted that partnering with Crafty was 100% the right decision. It’s not just about the snacks and coffee; it's about creating a thriving, connected workplace that scales.