The efficiency of a football club is not just measured on the pitch, but also in the care of its infrastructure and the people who make it operational every day. The Social Football Summit (SFS 25) highlights the role of facility management and how human value, professionalism, and attention to detail directly impact brand quality and the customer experience.

We interviewed Giulia Gencarelli, Marketing Manager at LGA Service, a historical player in the Facility Management sector, to understand how their 360-degree experience, process digitalization, and certified commitment to Corporate Social Responsibility (CSR) transform essential services—from cleaning and maintenance to security—into a strategic lever for growth. We discover how, for LGA Service, people’s satisfaction and attention to detail are the true keys to ensuring operational excellence in the world of sport.

LGA Service is a leading stakeholder in the Facility Management sector. Could you outline your core business and specify the main services offered in the target market?

“LGA Service has been operating in the Facility Management sector for 65 years, dealing with fundamental activities for the proper conduct of business, whose precise execution is essential for daily operations. We provide solutions to concrete needs through main services such as civil and industrial cleaning, maintenance, catering, concierge services, and security. In the sports sector, our offering is 360-degree: we have gained experience in providing stewards, security services, and cleaning in stadiums, as well as maintaining numerous sports clubs and amateur organizations“.

Your service is also strategic for a brand’s image. Given that the football experience extends well beyond the 90 minutes of play, how does LGA Service actively contribute to managing the customer experience, especially during special events and hospitality?

“Yes, exactly, it is a strategic service for brand reputation as well. For special events and hospitality activities, we provide qualified personnel, such as hostesses, stewards, security, and cleaning staff, and we manage catering and customer management to offer high-level, customized experiences. Our strength also lies in our extensive structure: we have 42 offices located throughout the national territory and operate in approximately 14,000 sites, ensuring consistent, reliable, and quality services everywhere“.

Sustainability (ESG) is a fundamental pillar of SFS 25. In the context of Facility Management, what specific strategies or initiatives do you adopt to integrate Corporate Social Responsibility (CSR) and environmental criteria into your operations?

“Sustainability is fundamental for our reality and is evidenced by the numerous certifications we have maintained for several years. We are extremely attentive to policies on gender equality, social responsibility (SA 8000 certification), and environmental policies, as demonstrated by the two European certifications ECOVADIS and ECOLABEL. Our business fully embraces the philosophy of Corporate Social Responsibility”.

In your relationship with sports stakeholders, have you identified critical areas or, conversely, elements that have strengthened your relationship with the client?

“In the sports sector, we have not encountered structural problems; on the contrary, sports facilities, even at the amateur level, are managed 360 degrees by our organization, thanks to the constant presence of a maintenance worker. A significant indicator of trust is our renewal rate, which stands at 98%, while the Italian average for the sector is around 85%. This is a clear indicator of the satisfaction and trust placed in our company by those who choose us”.

Technology and data digitalization are crucial for efficient and structured management. What strategies have you implemented to computerize the service, optimize workflow, and maintain operational cohesion among employees and work sites?

“Technology is central. We work daily with advanced management software to optimize the workflow. With such a high number of employees and work sites, digitalization is the only way to ensure uniformity and efficiency. In particular, we use CRMs (Customer Relationship Management) for every single activity, allowing us to be always connected and synchronized with all employees in the field”.

Finally, what is your view on the Social Football Summit (SFS 25)? How do the pillars of the event’s manifesto—particularly sustainability and innovation—connect with the vision and values of LGA Service?

“We strongly share and believe in the values of SFS 25, especially regarding sustainability and the attention to the value of people, connecting with your claim. The value expressed by the individual employee is the true reflection of the corporate value, and this is the direct result of the teamwork and commitment we invest daily with our personnel”.