Real-Life Decision Making
You are sitting in your office at the Large Dome Arena, relaxed. You're
staring out the window, waiting for your computer to fire up and marveling
over what a fantastic concert you organized last night.
There was no trouble and everyone had a good time. The traffic flowed in
and out of the arena quickly and safely. All the part-timers showed up for
their jobs. There were no gaps. On the way to work this morning, you heard
the DJs talking about it on the radio and you were pleased that people were
entertained.
After all, as an arena facility operator, you were primarily responsible
for the outcome. Sure, you had people helping, but you made all the right
decisions this time around.
"In the arena business, the principles are the same, just the acts change,"
says Glenn Menard. He manages an arena. The basic tasks that go behind a show
can be numerous, he says. You have to get people in and out. You have to have
ample parking. You have to have the production side under control, anything
that a concert needs, Menard explains.
Then you have ticketing, which means selling the proper number of tickets
and at the right price. Security is another element. "Guarding an office building
and guarding an event are very different jobs," he says. And you need to make
sure you've hired the right person to do it.
Further, there is guest services, making sure the people are happy and
safe. At upper levels of arena management, you will negotiate contracts with
performing artists, athletes, event planners and vendors, who will sell refreshments
and T-shirts at your arena.
"We rent space. That's what the facilities business is," he explains. And
you control all the facets of it.
Heather Wright says that anything that crops up, especially in small community
arenas, will end up on the shoulders of the arena facility manager or operator.
Wright drove a Zamboni, or ice resurfacing unit, but also sold ice space and
solved problems.
Your event coordinator marches into the office, visibly upset. A group
that was scheduled to hold its convention next week in your arena's meeting
rooms pulled out. Not only did you turn down other groups because the space
was booked, but now it's too short notice to resell the space.
This is a terribly slow time for the arena business, smack in the summer,
and you need the money for the budget.
You have to be able to switch directions at the drop of a hat, says Terry
Piche. He manages several facilities. The decisions must also be made quickly.
Even though you book many groups, you remember this one. You had let the
deposit slide somewhat, not charging them the full amount. Your event coordinator
points at the phone, indicating that the group's head honcho is on the line
awaiting your decision.
What do you do?