Guest Experience Assessments
Provide a comprehensive analysis of the complete guest experience at select events. The deliverable is a custom, detailed report with photographs and recommendations for change where appropriate. These assessments provide an objective means to evaluate services and operations, and can be customized as needed.
Organizational Review
Provide a comprehensive review of the venue and its operations which may include a review of key documents, on-site interviews of employees and key stakeholders, venue tours, and observance of event operations. The deliverable is a custom, detailed report presented within the context of industry best practices and recommendations for change where appropriate. These assessments provide an objective means to evaluate organizational structure, operating procedures, and service offerings, and can be customized as needed.
Annual Meeting / Annual Report
I've been working with Nationwide Arena and Columbus Arena Management since 2013 on preparations for their annual public board meeting, which includes gathering the necessary data and graphics to build a custom, modern presentation deck and accompanying script. Each year we present information regarding venue usage, marketing, guest experience enhancements, operational enhancements, capital improvements, personnel highlights, and partner highlights from the previous year, as well as the budget proposal for the upcoming year.
Custom Training Program
After a series of meetings with the venue management team and representatives from the event staff, I designed a custom guest services training to address their specific needs and delivered the first round of training sessions to their team.
Industry Research
To assist a client in their venue modernization plan, I researched and compiled all the data regarding venue renovations at current NHL and NBA arenas into a master spreadsheet for tracking and comparison purposes.
Strategic Planning
Facilitate ongoing strategic planning sessions with venue leadership groups including discussions of the following:
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Purpose Statements
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Core Principles
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SWOT Analysis
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Establishing Goals & Strategies
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Measurements of Success
Also provided documentation for use in tracking progress throughout the fiscal year.
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Employee Manuals
Assisting a venue in updating their Human Resources Policy & Procedure Manual for full-time employees and an Employee Manual for part-time employees, in conjunction with an HR specialist.
Pandemic Debriefs
Conducted debriefs with full-time staff members at the following venues:
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The Blackwell Inn & Conference Center
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Drake Performance & Event Center
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Fawcett Center (conferences, meetings, and receptions)
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Nationwide Arena (home to the NHL Columbus Blue Jackets)
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Schottenstein Center (home to the Ohio State Buckeyes)
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OSU Trademark & Licensing Department
It included a series of small group meetings with leadership and staff at each venue to examine what went went well, what could have been improved, challenges in returning to normal operations, and what the future looks like for both guests and staff. The result was a comprehensive report and recommendations for leadership.
I worked with BancorpSouth Arena & Conference Center to create their Safe Recovery Plan as they prepared to re-open for events in 2021.
Business Development Proposals
I've worked with Compass Group and Levy Restaurants on multiple occasions to build the narrative and tell their story in select business development proposals.
