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By Cindy
Harper
As a young manager in our
industry, I want to thank each of you for the opportunity to present some
thoughts on our business. Typically I would write about subjects like new
technology or communications, since they are interests of mine, and areas
that impact each of our facilities. But as I look at the makeup of our
industry, I see a lot of similarly young faces in the crowd at the national
conferences.
In speaking with some of the industry veterans, there’s definitely an influx
of youth to management positions of not only arenas but also all public
assembly facilities. I started looking at the most important lessons I’ve
learned since opening our facility in Memphis and what will benefit me and
other young managers the most as we continue to develop into a complete
manager.
In short, I believe the most important lesson is that relationships are the
key to everything as a manager. Budgets, event mixes, energy management and
all the other things we as managers need to understand will come with time,
but one needs to be cognizant of relationships from the beginning to ensure
a successful facility, staff, community and career.
I don’t claim to be an expert on relationships or management, but I want to
share a few notes that I’ve learned over the past few years from observation
and several conversations with mentors about how to develop and maintain
relationships.
Professional Skills
In
all of our roles in public facilities, and in working with students, we
foster a hands-on learning environment that helps develop a plethora of
skills, including teamwork, troubleshooting, leadership and other management
skills.
Jennifer Gallagher, now patent portfolio manager for Freescale Semiconductor
Inc., helped open the United Spirit Arena as one of our first student
assistants. In addition to serving as event staff, she worked in-office
honing her technical skills by designing the arena Web site and assisting
with all computer-related needs. She feels the job also helped her build
strong organizational tactics and taught her how to manage large groups of
people, two things critical to her current role.
In addition to gaining insight to event management and promotions, Greta
Todd, current promotions coordinator for the San Antonio Spurs, recalls
learning the necessity of organization and problem-solving from her student
arena experience. “I was able to learn how to work through extremely intense
situations and problems that have to be worked on immediately,” Todd says.
Recent graduate Blake Overton helped operate video/audio/lighting systems
during his studies, and is now video project engineer in training at Ford
Audio. He notes that things he learned at United Spirit Arena are used every
day, namely troubleshooting and working under pressure.
Former student intern and assistant Christine Phelan echoes these
sentiments. “In addition to aiding in securing a position at a premiere
venue, it also aided in professional experience as far as customer service,
public speaking, and honing writing and technical skills.”
Phelan presided several years in luxury suite operations at American
Airlines Center, and is currently pursuing her marketing and publicity
passions as marketing and advertising representative for the Dallas Symphony
Orchestra. “The people, the crowds and the satisfaction that comes from such
a team effort to run an event is extremely gratifying,” Phelan says.
She notes that despite one’s career choice, skills learned in an arena
setting permeate all occupations. “Organization, planning, and executing an
event provides experience you can use over and over again,” Phelan says.
Personal Skills, Life Lessons
Though every student that knocks on our door may not have facility
management running through their veins, it’s our goal — despite the
students’ passions, majors and interests — to provide a learning atmosphere.
Hopefully we also provide a strong foundation, both professionally and
personally, that can be carried over to any professional track.
Though Gallagher didn’t pursue facility management professionally, she
considers her arena experience invaluable. She drew from various
experiences, gaining confidence with a number of skills, such as dealing
with difficult people and difficult situations, stress management, and a
greater appreciation of accountability and respect.
Gallagher also participated in the IAAM Annual Conference in 1999, where she
learned a valuable life lesson from industry great Barbara Hubbard. “Meeting
Mother Hubbard was the best experience of that conference,” Gallagher
recalls.
“She showed that no matter how small the person is, you can still achieve
the goals of the 10-foot woman.”
Phelan notes that she learned the necessity of heeding the Golden Rule, “Do
unto others as you would have them do unto you.” “I always remember this,”
she notes. “You have to remember that people go to a venue for an evening
out, an experience and a good time. To keep them coming back is your job.”
A Foot
in the Door
For those students with event and facility management in their blood as a
passion to pursue, we each hold a door that we can open to a world of
opportunity — from the event experience, to partnerships and connections,
and to facilitating student participation in IAAM.
Todd feels strongly that the opportunity we provided laid a solid foundation
for her current successes. “It was an amazing experience … a great learning
opportunity that opened the door to the career path I am on today.”
In her time at United Spirit Arena, Todd became acquainted with Coach Bob
Knight’s special projects team and soon joined their forces, a move that
served as a stepping stone to her current work with the Spurs.
For Overton, being able to work with Ford AV in his student position at the
arena provided key momentum in taking his next career step. Overton recalls,
“I was not only able to get my foot in the door, but I was recommended by
one of their top engineers.”
Words
of Advice
When polled for advice they would like to share with students today:
Todd: “Work hard and pay attention. Opportunities to move up and on
are all around you. People who you least expect can be a huge connection for
you. Always be the one who sticks around and helps, whether you get
acknowledged for it or even paid for it. It will all eventually pay off in
the end.”
Gallagher: “Learn how to appreciate difficult people, because they’re
the ones who keep you in check. Keep track of your schedule and be
responsible for your actions. Don’t forget the people that helped you
achieve your goals, and follow what makes you happy.”
Overton: “Network, network, network.”
Phelan: “It’s a fantastic and challenging career choice. Take it all
in, as every task is related to another. There are many moving parts, and
being able to have an understanding of what makes the industry successful
will only help you further in your opportunities.”
A final word from the wise: “Wear comfortable shoes.” Now that’s all advice
we can all certainly heed.
Don’t forget to register now for your own opportunity to network, hone your
skills and grow at the Arena Management Conference in Charlotte, N.C., this
September!
Cindy Harper is associate
director at the United Spirit Arena at Texas Tech University in Lubbock,
Texas.. |
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