SEAT Winter 2010


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Issue Theme: 20th Annual ALSD Conference and Tradeshow Preview

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SEAT Winter 2010

  1. 1. S E AT leading the premium seat industry winter 2010 Published by the Association of Luxury Suite Directors Commemorate 20 Years of Premium Seating in New York City At the 2010 ALSD Conference and Tradeshow: June 27 – June 30 PLUS Why Disney Institute Matters To You • Ticket Management Solutions Per-Event Sales Strategies • The ALSD’s First Look at Target Field
  2. 2. Marvel Makes the Game! Contact us for details on our stadium programs and these Marvel exclusives! Installation service M Stainless steel or your choice of color Team Logo graphics applied with SonicImage™ Technology. Deluxe Half Keg Beer Dispenser Refrigerated Drawer 24” Refrigerator UL Listed suitable for outdoor use UL Listed suitable for outdoor use UL Listed suitable for outdoor use Refrigerator cabinet encased in high performance Exclusive Sentry System™ monitors critical Refrigerator cabinet encased in high stainless steel functions including over/under temperature, performance stainless steel power failure and door ajar conditions Holds half and quarter kegs and has casters for mobility Two removable tempered glass shelves Touch controls and electronic display are Complete with mug rail, built-in drain, draft tower, discreetly located Three door shelves hoses, CO2 tank and regulator, drip tray and interior Refrigerator cabinet encased in high Automatic interior light floor shield performance stainless steel Optional heavy-duty 23-ounce vinyl cover Adjustable temperatures from frosty cold to 52° F for Increased capacity drawers vertically store dark lagers and ales 24” W x 34”H x 24 1/4”D 2-liter and wine bottles Full auto defrost Full extension drawer slides provide easy access Easy-to-roll casters add portability 24” W x 34”H x 24 1/4”D 24” W & 38”H with casters x 24 1/4”D T: 877-650-5775 For further details and other amazing products visit us at E A T S
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  5. 5. MOTOA4™ Mission Critical Portfolio THE INCIDENT NEEDS YOUR FOCUS. THE TECHNOLOGY SHOULDN’T In an emergency, multi-agency coordination isn’t a luxury — it is a necessity. And Motorola makes this necessity a reality. Our interoperable data and voice solutions empower response teams with real-time information to make better decisions. For example, our evacuee tracking application enables responders to better assist and track individuals throughout the evacuation process. When responders and command staff have the tools to prepare and respond to emergency situations, recovery operations are more effective, helping government and citizens get back to normal quicker. It’s no wonder our interoperable networks have been implemented more often than all other manufacturers combined. It’s just another way Motorola enables you to focus on your mission, not the technology. HELLOMOTO™ Learn more about Motorola solutions for your mission critical communication needs at MOTOROLA and the Stylized M Logo are registered in the U.S. Patent & Trademark Office. All other product or service names are the property of their respective owners. © Motorola, Inc. 2009. All rights reserved. 66
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  7. 7. SEAT ConTEnTS WinTEr 2010 8 NEW MEMBERS 10 STATE OF THE INDUSTRY What the premium seat industry must continue to do in response to change in order to fill seats. BY BILL DORSEY 12 STATE OF THE ASSOCIATION What new ALSD leadership means for you and your association. BY AMANDA VERHOFF 14 INDUSTRY AND ASSOCIATION NEWS 18 MEMBER HIGHLIGHT He has a voice made for radio; he has a 26-year track record selling baseball tickets in a football stadium; and he looks good in a hard hat. Meet SCOTT O’CONNELL of the Minnesota Twins and visit his new home, Target Field, for the first time. CoVEr STorY 26 20th ANNUAL ALSD CONFERENCE AND TRADESHOW PREVIEW Discover the program sessions and venue tours aimed at providing the solutions to your team and suite holder corporate hospitality expenditure challenges. PLUS: Why the ALSD is bringing Disney Institute to this year’s conference, and why you should be listening. BY AMANDA VERHOFF FEATUrES 37 THE LEADER IN PER-EVENT SUITE SALES Per-event suites have a positive financial impact on those teams needing to develop a more diverse premium seat product selection. If your team is behind the curve, learn from the best in the business- the United Center. BY JARED FRANK 41 TICKET MANAGEMENT Out of the need for suite holders to achieve high ticket utilization rates stems the necessity for sophisticated, sometimes confusing, ticket management systems. Breakdown the top software solution companies side-by-side to decipher which is best for your team. EDITED BY JARED FRANK 46 INFUSION OF TECHNOLOGY ACROSS SPORTS AND ENTERTAINMENT Nearly every segment of modern society is influenced by technology accelerators. The sports and entertainment industry is no different, as the need to improve the fan experience through innovation continues to grow exponentially. Find out who the top companies are in this space in 2010. BY CHRISTINE STOFFEL 50 INSIDE THE WORLD OF LUXURY SUITE ADMINISTRATORS AND COORDINATORS Suite administrators are the front line of the premium seat market, yet few understand these unsung professionals. Investigate their common perceptions and learn why we should care about these key stakeholders. BY PETER TITLEBAUM AND HEATHER LAWRENCE 56 COMING ATTRACTIONS The first look at stories being researched for the Spring 2010 issue of SEAT. See how you can participate. About the Cover: The ALSD with the New York Yankees and Legends Hospitality Management will celebrate 20 years of premium seating at The New York Marriott Marquis, host of the 2010 ALSD Conference the new Yankee Stadium, the first tour and reception of the 2010 ALSD and Tradeshow. Conference and Tradeshow. Photo courtesy New York Yankees. S E A T 7
  8. 8. new ALSD Members ASSoCiATion oF LUxUrY SUiTE DirECTorS Chairman of the Board Bill Dorsey Executive Director Amanda (Kuntz) Verhoff President Jennifer Ark, Green Bay Packers John Bluck Courtney Brown VP, Business Development Pat McCaffrey Sodexo AT&T Wi-Fi Service Director, Sponsor and Partnership Development Dene Shiels District Manager 2600 North Central Expressway 3.4004 Director of Finance Dan Lindeman Southeast Region Richardson, Tx 75080 P: 404-272-1024 P: 214-576-4341 Financial Account Manager Vickie Henke F: 678-714-4813 F: 469-621-4979 Director of Information Technology Sean Kellner Editor of SEAT, Website Director Jared Frank Russ Mushro BJ Toner Account Executive Scott Hinzman Sodexo Toner Cable Design Carole Winters Art + Design Vice President President 5 Lloydminster Court 969 Horshman Road North Potomac, MD 20878 Horshman, PA 19044 ExECUTIVE COMMITTEE P: 240-505-4275 P: 215-675-2053 Chris Bigelow, Bigelow Companies F: 215-675-7543 Brian Bucciarelli, Hershey Entertainment & Resorts Greg Hanrahan, United Center Tom Kaucic, Southern Wine & Spirits Phil Eletto Pat McCaffrey, ALSD New Meadowlands Stadium Company Dianne Rowland Jamie Norman, Dallas Stars Manager, Premium Services Toner Cable Kim Reckley, Detroit Red Wings & Olympia Entertainment 102 Route 120 Tradeshow Coordinator East Rutherford, NJ 07073 969 Horshman Road BOARD OF DIRECTORS P: 201-559-1737 Horshman, PA 19044 Pam Benoist, St. Louis Rams P: 215-675-2053 Janie Boles, Auburn University F: 215-675-7543 Natalie Burbank, Utah Jazz / Salt Lake Bees Trent Dutry, US Airways Center David Stys Chris Granger, National Basketball Association Turnkey Sports & Entertainment Patti Kimbrough, University of Arkansas Vice President John Chambers Gerald Kissel, Ball State University 9 Tanner St., Suite 8 netFactor Phil MacDougall, Sacramento Kings/ARCO Arena Haddonfield, NJ 08033 6041 S. Syracuse Way, Suite 105 Debbie Massa, ROI Consulting P: 856-685-1450 Greenwood Village, CO 80111 Mike Ondrejko, Madison Square Garden P: 720-489-5534 x205 Richard Searls, New York Red Bulls Tom Sheridan, Chicago White Sox Josh Brickman Michael Smith, Philadelphia Union Peter Titlebaum, University of Dayton Turnkey Sports & Entertainment Rick Colford Brian Varnadoe, Houston Texans Director, Product Development Hulshof Leather USA Jon Vingas, Centerplate 9 Tanner St., Suite 8 4947 NC HWY 127 South Bob White, Calgary Flames Haddonfield, NJ 08033 Hickory, NC 28602 P: 856-685-1450 P: 704-462-1188 SEAT IT Board F: 704-462-1154 Christine Stoffel, S5 Enterprises / SEAT Consortium Chris Wood, APS Dan Migala San Diego Padres ALSD 2010 Conference Committee Richard Dobransky, DNC Sportservice Vice President, Partnership Solutions Chris Gallagher, New York Yankees 100 Park Road Pat Jones, New York Mets San Diego, CA 92101 Jon Muscalo, Legends Hospitality P: 619-795-5000 Richard Searls, New York Red Bulls Rob Sullivan, New York Jets Anne Wheat, New Meadowlands Stadium Company Karlton Creech University of North Carolina SEAT IT Division Steering Committee Rams Club Director of Tickets and Christine Stoffel, Committee Chairman Chris Wood, Committee Co-Chairman Parking Chris Dill, Portland Trail Blazers PO Box 2446 Sasha Puric, Toronto Maple Leaf Sports & Entertainment Chapel Hill, NC 27515 Mike Morris, Major League Baseball P: 919-843-6432 Lorraine Spadaro, TD Banknorth Garden F: 919-843-5777 Wayne Wichlacz, Green Bay Packers Casey Bookout, University of Oklahoma Jim Darrow, Illitch Holdings, Inc. Tod Caflisch, New Orleans Hornets Brett Michalak, John Pollard, IdentityMine John Gallant, IDG Enterprise Published by Venue Pub. Inc. Copyright 2010. (All rights reserved). SEAT is a registered trademark of the Association of Luxury Suite Directors. SEAT is published quarterly and is complimentary to all members of the Association of Luxury Suite Directors. 10017 McKelvey Road, Cincinnati, OH 45231 • 513 674 0555 • 8 S E A T
  9. 9. State of the Industry It is clearly a time of transition as the industry is beginning to respond to changes in the marketplace with proactive adjustments. By Bill Dorsey, ALSD Chairman of the Board T he state of the $10 billion pre- eveNT SuITeS: While leased inventory is declining, event suites mium seating industry is in on a nightly basis are increasing. This is due to two factors: 1) flux. What existed and what Availability. There is now open inventory that never before existed. worked for the past 20 years is 2) Suite Flexibility. Many new venues are allowing for higher suite changing in the following ways: flexibility in their new venue models. Suites often have open walls and can be converted into larger event suites for special occa- Leases are getting shorter. sions. So ironically, while many companies are going away from full-fledged suites and opting to buy into four to eight person loge Occupancy rates are lower boxes, some companies are increasing their purchases of event than the year before. or per-event suites. No shows on the club level Bill Dorsey are up. fOOD AND BeveRAge: One price for F&B is definitely becom- ing a trend. Companies are beginning to take harder looks at in- corporating the price of food and beverage and suite tickets as The ReSpONSe one hospitality package. It is predicted here that the day when LeAgue INvOLvemeNT: Just a short time ago, premium seat- hospitality, which includes F&B, is considered part of the entire ex- ing was only considered to be a local sports issue. To some ex- perience is just around the corner. The major F&B companies are tent, because the vast majority of leases do come from the local beginning to look at how they are doing business in this regard. marketplace, premium seating revenues are still very much a local Some F&B companies are beginning to rethink their pricing strate- issue. But league offices are now beginning to take note and are gies for F&B as per-caps are declining. providing teams with a lot of support that previously did not exist. The leagues are beginning to compile and collate a best practices CONTRACT NegOTIATIONS: Leases are getting shorter and group on the premium side in 2010. shorter, and companies who buy leases are beginning to under- stand the pricing dynamics better. More contract negotiations on TeChNOLOgy TAkeS OveR: High-tech is beginning to make annual leases is certainly a trend as companies realize the buyer/ inroads in venues across the country. The sports industry tradition- seller power relationship has somewhat shifted in more uncertain ally has been slow on the uptake for high-tech items, but no more. economic times. Teams are going to have to incentivize lease in- Suites are becoming media centers these days, and the amount vestment with such things as expensive amenities, renewal cred- of IT infrastructure in a new venue is truly astonishing. This will its, re-selling options/alternatives, branding, etc. continue. In general, the rules of the premium seat game have changed. New pRODuCT OffeRINgS: It is clear that some of the models Teams need to make adjustments in how they do business. in venues built in the late 90s are failing. There are far too many Many are already doing so, but some teams, are very reluctant to suites, especially in Major League Baseball, and far too many club change. On the corporate premium side, clearly teams are going seats in all areas of sport. In many instances, venues that have too to need to look at more ways to fill their seats in 2010. And accord- many suites are reconfiguring their premium spaces. There is not ing to most indications, the current trends are likely to continue for so much a downsizing of these numbers on the premium side, but a few more years. a change in the types of offerings. Suites are being torn down, and they are being replaced by four to eight seat loge boxes, theater But help, on many fronts, is on the way. # boxes, and multiple varieties of stadium membership clubs. The price points on these new products, on a per-square-foot basis, Write to Bill at are often higher than a suite price. It is just that many companies do not want as many seats as are in suites on a nightly basis. 10 S E A T
  10. 10. State of the Association The ALSD is a growing, ever-changing association, built on reflections and new directions of the industry. At present, the ALSD leadership is built on both principles. By Amanda verhoff, ALSD executive Director T hose of us who work for the because in a way, it was my sense of competition. I wanted to do ALSD know full-well that it better and be better than others, but I wanted to do it in a way that takes all types to run an as- would please those around me. I wanted the “do-good, be bet- sociation. That said I would like ter” image because I thought that was what it took to impress and to explain which type I am, as please those around me. well as my place in this associa- how am I making it work for me now? tion. I will do so as it relates to Being a people pleaser is stressful. Not because specific the founder and now chairman of tasks are hard or because the ones you want to please are dif- your association. ficult, but because being a people pleaser ultimately means being To put it simply, Bill is the new a personal critic. A mantra I undesirably hold deep down is that, direction of the industry; I am the “It’s never quite good enough.” Consequently, there is an ongo- reflection of the industry. ing struggle to please others for the validation that it, whatever what does that mean? it is, is good enough…for them, for me. I take criticism, however Amanda verhoff Bill Dorsey is a visionary. He constructive, to heart. I want to improve on things that are within knows the industry inside and out; my control, personally and professionally. Am I a perfectionist? he sees where the industry is heading and will lead the way. Con- Maybe. Am I perfect? If you read the mantra, you’ll see I am far versely, I am the reflector of the industry. I can’t see what Bill sees, from it. And for that reason, I will continue to try to improve myself at least not yet, but I learn more about the industry every day and in order to please others. At this point in my life, those others are as the reflector, I will inform our members on where we are pres- ALSD members. ently as an association and as an industry. why does it work for the ALSD? what does that make me? As mentioned, I am young and I am a learner. Am I too young It makes me a learner. It also too often makes me a repeater and too inexperienced to be the ALSD Executive Director? Some of the Dorsey-ism, “Without you I cannot grow.” But that phrase, may think so, maybe I even think so. But understand this: the title even as overused as it is in the ALSD offices, rings true. I am is not the role. I am still the ALSD Conference Director and the young; I am less experienced than many. But I am a learner none- Membership Services Director, now rolled up together into a new theless and will keep being an informational sponge to Bill as long title. Please understand though that I am not Bill Dorsey. I never as he will let me. In turn, I will arm our association with the informa- will be. Understand that the individual, not the title, reflects what tion I pick up from him. the role of Executive Director means. Bill is and always will be who am I? the leader, the “boss” of the ALSD. He is simply handing over the I am a people pleaser; one who got my start as the weird reins, slowly and cautiously, to a new generation. The role of the middle kid who watched my older sister rebel like oldest kids do new Executive Director will be different than when he held the title. and my baby brother act like one, though he won’t say so. And This Executive Director is a people pleaser, a reflector of the there I was, in need of an identity other than “the weird middle kid”. industry, a member devotee. I will listen to you, the members, and So, I turned to sports and in a few short years, that was me, an will take guidance from those who know the business better than athlete. I had my identity. And I played to please for as long as I I do. I will always believe that, “It’s never quite good enough,” but can remember. I wanted to please my parents – my dad a college I will use that to improve the association. I pledge to “do the thing football player, my mom a graceful and theatrical drill team cap- that’s the best for the most people.” And one day, validation will tain. They were good, so I had to be good too. I wanted to please come, maybe not for me personally, but for the ALSD. Validation my coaches, my teammates, even my opponents (then beat them will come when the ALSD lives up to its “premium” reputation and of course). Eventually I wanted to please those outside of athlet- is confirmed as the preeminent association in the sports and en- ics too: my art teacher, my summer employer, my college mentor, tertainment industry. # my husband and eventually Bill Dorsey. I needed to please them Write to Amanda at 12 S E A T
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  12. 12. Industry and Association News MAJOR LEAGUE BASEBALL NFL/SUPER BOWL/TECHNOLOGY Cubs adding new premium club to wrigley field Cisco and Sportvision enhance Super Bowl XLIv Chicago Cubs fans will have a new premium seating option for the through technology 2010 season. The team is constructing a new all-inclusive club Cisco’s StadiumVision platform and Sportvision combined their designed by Populous on Wrigley Field’s suite level, the only of powers to enhance the content on two channels viewed on the its kind within the friendly confines. The Executive Club (naming 1,500 HD displays inside Miami’s Sun Life Stadium during this rights are expected to be announced shortly) will be home to the year’s Super Bowl. The first channel displayed the live network most expensive Cubs ticket at $300 per game for each of the 71 broadcast, including the Sportvision yellow 1st and 10 line and available seats. Season ticket holders will pay $24,300 to sit in the down and distance graphics. The second integrated Sportvi- Executive Club in 2010. sion’s Feature Tracker and Synthetic Video effects to offer replays The club, located down the left-field line, is the Cubs response throughout the game. to unsold suite inventory. The new space is being created from the Feature Tracker combines a 2-D graphic with 3-D player trails consolidation of six suites, which up until now were sold on a per- to deliver relevant performance data to fans, such as a player’s event basis. It is an attractive premium option for those businesses speed, total distance traveled and separation distance from other and individuals who cannot afford a leased suite product, yet still players. Synthetic Video presents replays in a 360-degree virtual have a need for hospitality. A $24,300 season ticket package in- environment, so key plays can be viewed from multiple angles. cludes many amenities including all food and beverage (alcohol included), parking, the option to buy additional tickets for select games, access to postseason tickets, tickets to concerts and other RACING special events and access to corporate meeting space on non- Charlotte motor Speedway adds premium seats game days. While other raceways are reducing their number of seats and ticket prices, Charlotte Motor Speedway has announced the ad- giants organize auction to aid haiti relief efforts dition of 15,000 new premium seats to be installed along the front Many athletes and teams have come through in a big way to assist stretch of the 1.5-mile track in the Chrysler and General Motors the worldwide community in supporting Haiti, which as we all know grandstands. The new seating area will have the best views of the was ravaged by a 7.0 earthquake last month. The San Francisco start/finish line, as well as pit road. The renovations, which are part Giants had a clever fund raising idea, holding an online auction on of the raceway’s Fan First initiative, will be ready in time for the its website, All proceeds from the auction were NASCAR Sprint All-Star Race on May 22. coordinated through UNICEF and directly went to the supply and Season ticket holders will automatically become members of recovery effort. the Victory Lane Club and have bronze nameplates installed on Items up for bid included ten swings against a Giants starting their new seats. In addition, they will be able to take home one pitcher, four field club seats, a pregame field visit, an autographed of the old seats as a piece of nostalgic memorabilia. Other mem- bat signed by a player of choice, a baseball signed by the 2010 bership benefits include a personalized hard card, VIP parking, Giants pitching staff, a private hitting lesson with Giants infielder discounts on ticket purchases and souvenirs in the speedway’s Pablo Sandoval and hitting coach Hensley Muelens and a private gift shop and a free six-month trial membership to The Speedway meeting with Tim Lincecum, two-time National League Cy Young Club. award winner. Churchill Downs will continue Infield Club NATIONAL HOCKEY LEAGUE with additional seats Those fans with infield tickets to this year’s Kentucky Oaks and future of “The Joe” in question Derby will once again have the opportunity to pay a little extra for Hockeytown’s future residence is a bit cloudy these days. The Red added amenities. The Infield Club, which debuted last year, will Wings lease with the city of Detroit to play in Joe Louis Arena, a have more seats this time around. During the 2009 Oaks and Der- venue over 30 years old, expires in June. And the Red Wings say by, only 20 percent of ticket holders had seats available to them it will cost upwards of $10 million to renovate The Joe. Major up- at any one time. This year each ticket sold is guaranteed a seat, grades are needed to fix crumbling concrete, update concourses albeit on a first-come, first-serve basis. with modern amenities and efficient concession and restroom set- Churchill Downs is also adding a VIP Club area, which will ups, replace seating with more comfortable versions, build pre- include reserved seating with cocktail service, half-priced menu mium spaces closer to the ice, add additional ingress points and items, elevated television screens, staffed and self-serve betting provide better parking options. windows, concession booths and restrooms. Team owner Mike Ilitch’s preference is to replace The Joe, Even with no direct view of the racetrack, two-day general which is currently isolated from the rest of downtown Detroit by the admission tickets for the Infield Club are $250 and two-day VIP Detroit River and neighboring Cobo Center, and build a new arena area access is $375. downtown. Some reports have claimed the team is considering playing at The Palace of Auburn Hills while the new facility is under construction. 14 S E A T
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  14. 14. Industry and Association News COLLEGE made online through the Senators website, www.senatorsbase-, or in person at the team offices at Metro Bank Park. Fans update on university of California endowment could enter as many times as they liked and had their name en- Seating program tered once for every $10 donated. 100% of the proceeds went di- rectly to UNICEF. The winners were announced at the Harrisburg As first reported in SEAT in the Fall 2008 issue, the University Mall at the conclusion of the Senators event on February 10th. of California is employing the innovative financing model dubbed Endowment Seating Program (ESP) to finance a $321 million renovation to California Memorial Stadium. The Regents of the Also out of harrisburg… University of California gave formal approval for the renovations The Harrisburg Senators are currently finishing up Phase II of a last month, allowing Cal to proceed with the project. Preliminary two-phase renovation to Metro Bank Park. Part of this renovation construction will begin in June 2010, with completion expected by includes new club seats in three sections directly behind home the fall of 2012. plate. Amenities include a private entrance, restroom, and park- 1,700 ESP seats have been sold as of January 15th with a net ing. The restaurant, located directly behind the club seating area, present value of over $215 million, which is in line with projections. offers an all-you-can-eat buffet; the buffet menu changes on a Approximately 2,250 seats must be committed by the summer of nightly basis. 2011 to make the financial model work. The club seats are cushioned and wider than Metro Bank Park’s normal box seats. At full price, seats are $2,000 each for Board of Regents approves renovation of the 2010 season, but the Senators currently offer discount options Arizona Stadium if a contract is signed by February 28th and paid in full by April 1st. Also, if a seat holder buys three seats on a three-year contract, he Another Pac-10 Conference school has received Regents’ approv- or she receives one free seat. al for a football stadium renovation. The Arizona Board of Regents last month agreed to $85.7 million in improvements to Arizona Sta- dium, home of the University of Arizona Wildcats. The upgrades will be paid for entirely by private funds. Ideally, MAJOR LEAGUE SOCCER half the money will be raised in time for construction to begin in kansas City wizards’ wait for new stadium 2011. A private donation of $10 million has already been pledged approval is finally over and earmarked for the stadium renovation. After many avenues pursued all leading to dead ends for various Highlights: reasons, the Kansas City Wizards finally have approved plans in • A multi-story building in the north end zone will be constructed place for a permanent, soccer-specific stadium. The Unified Gov- to house team offices, 5,000 seats and a premium loge area. ernment of Kansas City, KS consented in January to the Wizards’ • A premium loge area will include 200 premium seats with club plan for new stadium and fields complex. amenities and a donor lounge. There are no suites in the cur- The approximately 18,000-seat stadium will be covered by rent plans. a roof distinctive of the popular style found in European football • The scoreboard will be moved from the north end zone to the stadiums. The roof will serve a dual-purpose. It will shelter from south. inclement weather, and also function as a crowd noise amplifier. • The stadium’s lights will be replaced. The stadium will also include three club areas. One will be a • Jimenez Practice Field will be enlarged. field-side club where players will pass by on their way to the field. Front row seats will only be 16 feet from the touchline. washington State renovation now to come online in 2012 philadelphia union season ticket sales off Washington State needs 80% of its premium seating committed to fast start to in order to move forward with its third phase of renovations to The MLS expansion Philadelphia Union has sold approximately Martin Stadium. The athletic department is currently at 50%, but is 9,000 season tickets for its inaugural 2010 season, which is a optimistic Phase III will begin this year as planned. There is reason base of about one-half of its new 18,500-seat stadium. The club for optimism as 13 of 18 luxury suites priced at $35,000-$50,000 is confident they will sell out the new venue based on analysis of annually and all 32 loge boxes priced at $9,000-$15,000 annually current sales and trends, which would be a huge accomplishment have been pledged. considering only four of 15 MLS teams averaged over 17,000 per game in 2009. Premium seating includes: MINOR LEAGUE BASEBALL • 30 corporate suites with seating for 15. The suites are located Senators hold luxury suite raffle 27 rows from the playing field and are priced at an average of $50,000 per year. Like the San Francisco Giants mentioned previously, the Harris- • Ten “field-level tables” with seating for four priced at approxi- burg Senators of the Eastern League raffled off premium seats to mately $10,000 per year. help the people of Haiti. The team gave away two luxury suites to • 150 field-side seats priced at $2,000 per seat. one game during the 2010 season. Fans that made a $10 donation • 28 “super club” seats (14 behind each bench) with VIP club to the U.S. Fund for UNICEF supporting UNICEF's relief efforts for access priced at $7,500 per seat. # children in Haiti were entered into the drawing. Donations could be 16 S E A T
  15. 15. NO MATTER THE SPORT, WE’RE IN YOUR LEAGUE Today’s premium seat holders demand more. They want to check fantasy scores, access stats in real time, and order concessions at the touch of a button. You can provide your guests with all this and more by teaming with Insight. Teams in every major sports league rely on us to deliver the game-changing technology solutions they need to streamline venue operations and enhance the fan experience. Let Insight get behind your team. Designed, deployed and managed by © 2008 Insight Direct USA, Inc. All rights reserved. Insight is a registered trademark of Insight Direct USA, Inc. 22 S E AT WWW.INSIGHT.COM � 800.INSIGHT
  16. 16. ALSD Member Highlight A Conversation with Scott O’Connell Director of Suite and Premium Seat Sales and Service, Minnesota Twins The lifetime man of Minnesota and the Twins organization reflects on 26 years in the business, shares a few lessons learned along the way, and unveils Target Field to the ALSD for the first time. By Jared Frank Q: How long have you been Q: What advice do you have for the next generation of premium involved in the sports and enter- seat sales and service professionals? tainment industry? A: I guess my advice would be two-fold. One is to become very A: I started as a telemarketer involved in ALSD, because obviously this is a group of people back in 1984, which was sort of who have been through the wars and know what it’s like to open a a banner year for season ticket ballpark and sell inventory. I can tell you I lean very heavily on my sales. We had just changed counterparts within ALSD to help shape our policies and directions, ownership from the Griffith and lean very heavily on their expertise. And two, I think it’s very organization to the Pohland or- important that people in the future don’t try to reinvent the wheel, but ganization in August of that year, learn from those people who have been doing this for an awful lot and there was a ramp up in an of years. I came to a number of meetings prior to opening up, and effort to sell season tickets, es- had a chance to meet a lot of people and find out what the heck I’m pecially since in 1985 the Twins doing, because up to this point, this was all new for us. and the Metrodome hosted the Major League Baseball All-Star Q: Alright Scott, you have the floor. What should we know about Game. That gave us plenty of Target Field? incentive, as well as the fans in- A: Oh man, it’s gorgeous. You’re going to find that this ballpark has Scott O’Connell centive to support the team with a lot of similarities to other ballparks, but in its own way is its own new ownership and an all-star entity, an urban facility that is modernistic, but really attaches itself game to boot. That’s how I kind of got my foot in the door, and gosh to downtown Minneapolis and really takes some of that downtown I guess I’ve been here ever since. synergy and brings it into the ballpark. Q: Are you a lifetime man of Minnesota? What kept you busy before joining the Twins organization? A: Born and raised here on the St. Paul side of the river. I actually spent a number of years as a broadcaster for local, smaller town radio stations. I guess my aspiration from an early age was to be a sport play-by-play, specifically a baseball play-by-play announcer. That was kind of what I aspired to do in the early go’s, but it never quite happened that way. I guess maybe for the better. Q: How did you learn the business as a young professional? Does anyone or anything specifically stand out as an influence? A: I would definitely say so. I think the one thing that has changed drastically over my initial time with the team to where we are at to- day is back in those days, it was a much smaller organization. When I started, our sales department from a full-time sales staff standpoint was only three people, and I think now we’re up to about 28. So the times have changed in that regard. Certainly when I came on board, Multi-talented: Radio broadcaster, suite salesman, and there were some veteran salespeople like Tom Cronin, who was the now construction foreman? Is there anything this guy son of Joe Cronin- the former American League President, who was can’t do? a sales rep for the Twins at that time. He kind of took me under his arm and taught me an awful lot and really helped me get my feet Turn the page to keep reading Scott’s  on solid ground. Then along the way, a number of different people throughout the organization really helped me from a sales stand- highlight of Target Field. point. But certainly Tom was a mentor in the early stages. 18 S E A T
  17. 17. ALSD Member Highlight Introducing Target Field: The New Home of the Minnesota Twins A decade in the making, Target Field gives Twins fans something they have been missing since 1981: A home to call their own. By Jared Frank with Scott O’Connell P atience is a virtue for the Minnesota Twins. Caught in the midst in existence, it has been a multiple-purpose facility, serving as the of an uphill battle to get a new baseball-only facility for the past past or present home to University of Minnesota Golden Gopher ten years, the Twins saw city after city after city throughout the football, the Minnesota Vikings, and the Twins. It is a facility built country erect the newest baseball palace with seemingly no prog- for football with terrible sightlines for baseball fans and the small- ress made on the home front. But perseverance has its rewards. est infield in all of Major League Baseball with only 6,600 seats And sometimes blessings come in disguise- Target Field being a between the bases in the lower deck. In contrast, the design of perfect example. “We had the opportunity to go out and tour a lot Target Field gears everything towards watching the game of base- of the new ballparks to find out what they felt was done right and ball. “[Sightline improvements] are going to be a real change for also to find out what things not to do, so I think we had the benefit our fans,” says O’Connell. “The other thing that people are really of being at the tail end,” says Scott O’Connell, Director of Suite going to get excited about is the branding. In the multi-purpose and Premium Seat Sales and Service for the Twins. So as it turns facility, there were so many multiple brandings going on in the out, Target Field is as superlative as it is, not because the Twins ballpark. It was confusing.” The concourses of the Metrodome led or followed the pack, but because they learned from the pack. feature pictures of Dave Winfield side-by-side with Fran Tarken- To understand any highlight of Target Field, one must first ton side-by-side with old Gopher uniforms and signage. Target know where the Twins are coming from. For all the years the Field presents the Twins with a chance to brand the facility with Twins old home, the Hubert H. Humphrey Metrodome, has been touches like the 573 Club that pays homage to Harmon Killebrew, On Target: Scott O’Connell and the Twins hit the bullseye with the construction of Target Field. 20 S E A T
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  19. 19. with 573 being the number of home runs that Killebrew hit in a Major League uniform. And further, the five gates in the ballpark are named after five retired Twins players- Harmon Killebrew, Rod Carew, Tony Oliva, Kent Hrbek, and of course Kirby Puckett. Target Field has a capacity of 40,000, including premium seating for 3,000 in the club level, 54 suites, eight event suites, and two party suites, or as the Twins call them, Skyline Suites that face the downtown Minneapolis skyline. The Twins initially had the space to build 60 annual suites, but once the economy took a hit, it made sense to scale back to 54 and reconfigure the last six down the third base side into the two Skyline Suites. In the core of the infield, suites are a ten-year lease. Beyond the bases, Target Field at a Glance the option was for the customer to choose from a ten-, seven-, or four-year lease. Controlling suite inventory is a whole new world Approximate capacity: 40,000 for the Twins organization. When the Metrodome was being built, Seating in Upper Level: 13,000 the Twins and its owner Calvin Griffith did not want to move from Seating in Lower Level: 19,000 old Metropolitan Stadium, so the Vikings committed to the market- Seating in Club Level: 3,000 ing and servicing of the suites to the Stadium Commission; there- Number of Suites: 54 fore, “the Vikings controlled the suites lock, stock, and barrel, so that’s one of the reasons why we were starting from square one,” 360-Degree Open Main Concourse O’Connell explains. “We knew who the people were in the build- Main Concourse Width: 40 feet Upper Concourse Width: 26-44 feet “You have to remember this is a state where Seating Levels: Event Level people sit on frozen lakes and a plastic bucket Main Concourse Level to catch fish, so we’re pretty resilient I think.” Club Level Suite Level Terrace Level ing; we knew the banks and the law firms and the companies that View Level owned suites in our building, but all the contractual obligations and all the servicing of those accounts were done through the Vikings.” Restrooms: 401 women; 266 men The Twins initial way of courting suite holders included hand- Architects: HOK Sport, now Populous; delivering actual stadium chairs to prospective clients with an Hammel, Green and invitation to visit their marketing center, which was in a 46-floor Abrahamson Inc. (HGA) skyscraper overlooking the construction site. “That was our initial way of getting people in the door, but from our standpoint, it really Builder: M.A. Mortenson Company was an easy scenario to get people excited about the ballpark based on the fact that where we were coming from was totally Concessionaire: Delaware North Sportservice inadequate for the comfort of the fans,” says O’Connell. From this initial provocation to the actual selection of seats, customer Cost: Approximately $425M service issues have been few in number. Logically, the Twins prioritize the picking of seats in the new ballpark based on lon- Owner: Minnesota Ballpark gevity, so the longer an entity had been a season ticket holder, Authority the higher in the pecking order they are when picking seats. The Operator: Minnesota Twins only major obstacle that has presented itself is the fact that the record keeping of the Griffith organization, which dates back three stadiums, is not strong. “We really didn’t have any way to differ- entiate those longstanding accounts. We had basically 70 ac- First Game: April 2 vs. St. Louis counts that have been with us since 1961 when the team moved Cardinals (Exhibition) from Washington, so we had to go about prioritizing those, and of course every one of those 70 accounts thought they were the Home Opener: April 12 vs. Boston Red Sox first one,” O’Connell details. “What we kept telling people over and over again is ‘You can’t get a seat worse than what you had.’” 22 S E A T
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  21. 21. home games. To account for less than desirable temperatures, Target Field does have radiant heat throughout the ballpark and certainly in the concession stand areas. “In a lot of the overhangs, you’re going to find radiant heat coming down on the back rows of the infield and the club levels. That’s going to help keep this ballpark comfortable, or as much as possible, for our fans,” says O’Connell. The financing breakdown for Target Field is about two- thirds from the public, one-third plus overages from the Twins. The organization’s initial investment in the ballpark of $150 mil- lion has since increased to $200 million. “That’s our own doing. We found a number of scenarios where we could enhance the ballpark experience by putting money into it,” states O’Connell. “For instance, throughout our concourses, instead of having open piping like you see in a lot of ballparks, we have drop ceilings. In our sky roof, or our overlook area that overhangs the upper Home Run: “The two fat guys” will shake hands during every deck of the ballpark, we put in soffits to keep it from becoming Twins round-tripper. birds’ nests and give more of a sleek line look to the ballpark.” Additional expenditures that were added include the entrance One of the great benefits the Twins have is moving from a facility of the ballpark, which was going to come about a block short of where the front row is still 20 feet above the playing field down the main area of downtown Minneapolis. The entrance was ex- to a facility where the front row is even with the playing field. tended an additional block so fans are able to walk right from the The most obvious difference between the Metrodome and downtown area into the ballpark. The Twins are also playing the Target Field is that the latter is an open-air facility. Yes, outdoor nostalgia card by rejuvenating one of the cooler old logos in base- baseball is back in Minnesota, where average highs in the 50s and lows in the 30s rule the baseball season bookend months of April and hopefully October. The Twins did originally attempt to get a re- “I guess the one thing that I would really want tractable roof ballpark, but by the end of ten years of attempting to get a new ballpark, the cost of a retractable roof was approximate- to make sure other teams do is always look at ly an additional $150-$175 million on top of what the facility initially everything you do with the fan in mind.” would cost. By taking the retractable roof off the design plans, the Twins were able to get the correct funding mechanism in place. “We knew that outdoor baseball was going to be a readjustment ball, which the Twins refer to as “the two fat guys shaking hands”. for fans. It’s been a long time since they’ve seen outdoor baseball “We have a four-story-high replica of that logo in centerfield that is on a Major League level. But you have to remember this is a state outlined in neon and LED signage. When our players hit a home where people sit on frozen lakes and a plastic bucket to catch fish, run, the two guys will actually shake hands,” says O’Connell. so we’re pretty resilient I think,” O’Connell says. Cold weather in Scott O’Connell and his fellow Twins’ salespersons are now April in an obvious concern, but in 2010, the Twins only have nine rewarded with the opportunity to sell the crown jewel of downtown Minneapolis to an entire state of hungry fans. O’Connell is quick to deflect the credit for the success in building baseball’s next master- piece, instead passing praise onto his peers in the industry and the fans of the Minnesota Twins. “I think we did a wonderful job tran- sitioning from the old ballpark to the new ballpark, but we did so really because we had the benefit of knowledge from other teams that had gone through the process, and put that into our own use. By the time we got around to building this ballpark, we didn’t have to reinvent the wheel,” reflects O’Connell. “Also what we’ve strived to do is make sure that the fan becomes a big part of our planning. Our concourses are wider; seats are wider; leg room is drastically increased over what the uncomfortable Metrodome was. From our standpoint, I guess the one thing that I would really want to make sure other teams do is always look at everything you do with the 1,042: The number of 42” flat panel televisions needed to fill the fan in mind.” That and prepare to exercise any level of patience same space taken up by the 4th largest scoreboard in Major necessary to complete the task, even if that means ten years. # League Baseball. 24 S E A T
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  23. 23. 20TH ANNUAL ALSD CONFERENCE AND TRADESHOW June 27 – 30, 2010 For the sports industry, 2010 is a “rebound year”. The economy is not thriving, but it is surviving. Companies are pulling themselves out of a tough recession and starting to reevaluate corporate hospitality spending. That said, the time is now for teams and venues to adapt to a changed landscape in the premium seating industry. The 2010 ALSD Conference Program embraces this change by including sessions that address the future of the industry by way of investigating and evaluating the industry at present, suggesting strategies for change and introducing solutions for the coming years. By Amanda Verhoff, Executive Director, Association of Luxury Suite Directors Schedule of Events Please note: The schedule of events is a meeting and traveler planner and the conference program will be updated continually. Sunday, June 27 8:00 a.m. – 6:00 p.m. Conference Registration Open 8:00 a.m. – 3:30 p.m. Exhibitor Set-Up 2:00 p.m. – 3:00 p.m. Board of Directors Meeting 3:00 p.m. – 3:30 p.m. New Attendee Welcome Meeting 4:00 p.m. – 6:30 p.m. Exhibit Hall Open; Schedule Monday Meetings; Cocktails in Hall 7:00 p.m. – 10:00 p.m. Yankee Stadium Tour and Reception Monday, June 28 7:00 a.m. – 6:00 p.m. Conference Registration Open 8:00 a.m. – 9:00 a.m. Optional Exhibit Hall Appointment Hour 9:00 a.m. – 12:00 p.m. League Meetings (continued after lunch) 12:00 p.m. – 1:00 p.m. League Lunches 1:00 p.m. – 2:30 p.m. League Meetings (continued) 2:30 p.m. – 4:00 p.m. All Leagues Best Practices Session 4:30 p.m. – 6:00 p.m. Exhibit Hall Open; Cocktails in Hall 6:00 p.m. – 9:00 p.m. Exhibit Hall Open; Dinner and Reception in Exhibit Hall Tuesday, June 29 8:00 a.m. – 3:00 p.m. Conference Registration Open 8:00 a.m. – 11:00 a.m. Disney Institute Seminar “Disney’s Approach to Quality Service” 9:30 a.m. – 11:00 a.m. Other Sessions 11:00 a.m. – 1:00 p.m. Exhibit Hall Open; Lunch in Hall 1:00 p.m. – 4:15 p.m. Sessions 6:00 p.m. – 9:00 p.m. New Meadowlands Stadium Tour and Reception Wednesday, June 30 9:00 a.m. – 12:00 p.m. Sessions 1:00 p.m. – 4:45 p.m. Sessions 6:00 p.m. Tentative/potential venue tour 26 S E A T
  24. 24. Detailed Schedule of Events and Sessions Sunday, June 27, 2010 8:00 a.m. – 6:00 p.m. Conference Registration Open 8:00 a.m. – 3:30 p.m. Exhibitor Set-Up 2:00 p.m. – 3:00 p.m. Board of Directors Meeting 3:00 p.m. – 3:30 p.m. New Attendee Welcome Meeting 4:00 p.m. – 6:30 p.m. Exhibit Hall Open; Schedule Monday Meetings; Cocktails in Hall 6:45 p.m. Buses Depart for Yankee Stadium 7:00 p.m. – 10:00 p.m. Tour and Reception at Yankee Stadium Sponsored by: Legends Hospitality; New York Yankees; Southern Wine & Spirits; Corona Monday, June 28, 2010 8:00 a.m. – 9:00 a.m. Optional Exhibit Hall Appointment Hour 9:00 a.m. – 12:00 p.m.; 1:00 p.m. – 2:30 p.m. League Meetings NHL, NBA, MLB, NFL, F&B, Minor Leagues/Racing/ Soccer, College, IT 12:00 p.m. – 1:00 p.m. Sponsored Lunches; Specific Leagues TBA 2:45 p.m. – 4:15 p.m. All Leagues Best Practices Session: Roundtable Discussions and Presentations 4:30 p.m. – 6:00 p.m. Exhibit Hall Open; Cocktail Hour 6:00 p.m. – 9:00 p.m. Exhibit Hall Open: Dinner Served, Reception Sponsored by: ALSD, Southern Wine & Spirits, Corona Tuesday, June 29, 2010 8:00 a.m. – 11:00 a.m. Combined General Session: Disney Institute Seminar: DISNEY’S APPROACH TO QUALITY SERVICE Disney Institute: Available for Q&A in Exhibit Hall following seminar Fee to attend: $75/person; Attendees and Exhibitors welcome See page 30 for the full Disney Institute seminar introduction The New York Marriott Marquis in Times Square. 9:30 a.m. – 11:00 a.m. Sales Session: Selling Your Suites • Small, Medium, Large Markets≠≠ • Best Practices, Case Studies 11:00 a.m. – 1:00 p.m. Exhibit Hall Open; Lunch Buffet Served; Disney Institute avail- able for Q&A S E A T 27
  25. 25. Tuesday, June 29, 2010 cont. -- Contracting and Selling in the Future: Options • Per-Event Suites and Unique Selling Strategies 1:00 p.m. – 2:30 p.m. • Rental Suites: Service and Sales The Economy and the Premium Seat Industry • Food and Beverage: Leased Suites, Per-Event/Rental Suites, Sales Session: Selling in the Current Economy Club Areas, Kitchens • Renewal Terms: Lengths, Escalators • Non-Game Day Use of Suites • Special Packages: Flex Plans, Per-Event Plans • New Venue vs. New Venue Complex • Strategies, Case Studies • International Growth Customer Service Session: Servicing in the Current Economy • Products That Work • Value-Adds • Staying Close toYour Customer – More important 12:30 p.m. – 1:00 p.m. than ever Lunch on your own F&B Session: F&B in the Current Economy 1:00 p.m. – 2:15 p.m. • Per Caps: How to improve? General Session: Research in the Industry: Knowing • Digital Menu Boards Your Customers • Loaded Tickets vs. All-Inclusives • Current SIC Codes: Ron Contorno, Heather Lawrence • Service Charges: How to make money, but not gouge • The Perception of the Elite Premium Corporate Buyer: the customers Peter Titlebaum • Innovate Affordably • Luxury Suite Administrators/Coordinators: Who Are They and What Do They Think: Peter Titlebaum 2:45 p.m. – 4:00 p.m. General Session: Transforming the Suite Model Sales & Service Session: Bridging the Gap -- • Mini-Suites Sales and Service Staffs • Club Level Modifications • Which venues are bringing sales and service staffs together • Selling the “Transformed Areas” for mutual benefit and financial success? Combined Session: Bridging the Gap: The Partnership Between • How can we bridge the gap between the two departments? F&B Companies and Teams/Venues • The Suite Experience: A combined “product” of the F&B F&B Session: Role of the F&B Suite Director on Game Day company and the team/venue? • How can we create a better partnership between the 2:30 p.m. – 3:45 p.m. two groups? Sales Session: Retaining and Regaining • How can we bridge the gap between the two groups’ • If and when the economy turns around, how do we get approaches to the Suite Experience? back the former suite holders and other premium seat clients who left during the financial downturn? 2:15 p.m. – 3:45 p.m. • What are the best practices for retaining the customers who Combined Session (IT Based): Social Networking have stayed during these times and now want more? – Future Impact Presented by: Christine Stoffel Customer Service Session: Amenities & Gifts, Ticket Packaging and Delivery, Suiteholder Events 5:00 p.m. • Interactive Attendee Share: Buses Depart for New Meadowlands Stadium • Attendee Roundtable: Moderator asks for participation on: -- What amenities and gifts work? Which are worth the 6:00 p.m. – 9:00 p.m. money/affordable? Tour and Reception at New Meadowlands Stadium -- What are the best packaging and delivery methods? What companies have provided branded, unique solutions to packaging and what teams have a new and innovative way Wednesday, June 30, 2010 to deliver tickets? 9:00 a.m. – 10:30 a.m. -- What is the best and most affordable suiteholder event? General Session: Suiteholder Focus Group When do these events take place? Who is involved: Service? Sales Session: Sales Strategies 101 Sales? F&B? 10:45 a.m. – 12:30 p.m. 2:30 p.m. – 4:30 p.m. The State and the Future of the Industry F&B Session: Potential Cocktail Engineering Session General Session: The State and Future of Premium Seating • The State and Future of the Industry: Bill Dorsey 5:00 p.m. • Premium Seating: Where We Were and Where We are Tentative: Depart for Venue Tour Headed: Peter Titlebaum -- Where are we headed as an industry? -- Understanding the Client: Motivations and Expectations -- Educating the Client and the Team: • Teams > Suite Sales > Suite Service > F&B > Suite Administrator/Owner • ROI, ROO, Sponsorship 28 S E A T
  26. 26. The following are the proposed league meeting agendas to be 1:00 p.m. – 1:45 p.m. presented on Monday, June 28, 2010 to the Food and Bever- Alcohol Policies age, College and Minor League Divisions. -- Stadium, Suites, Club Seating League agendas are tentative and subject to change -- Per Caps with Alcohol Sales vs. Per Caps without Alcohol Sales FOOD AND BEVERAgE PROgRAM Monday, June 28, 2010 2:00 p.m. – 2:30 p.m. Roundtable 9:00 a.m. – 10:00 a.m. -- Current Issues Swap Session -- Stadium Security Swap menus, training manuals, game day operation -- Work-Life Balance manuals with other venues 2:30 p.m. – 4:15 p.m. 10:00 a.m. – 10:30 a.m. All Leagues Best Practices Session Setting up an Efficient Kitchen System 10:30 a.m. – 12:00 p.m. (possibly 12:30 p.m.) Marriott Marquis Presents! MINOR LEAgUE PROgRAM -- Marriott Marquis Chef, F&B Director to present Monday, June 28, 2010 -- Interactive Session: Tasting, Preparing, Packaging, Serving COMBINED SESSION: College, Minor Leagues, Soccer, Racing 12:00 p.m. – 1:00 p.m. 9:00 a.m. – 10:15 a.m. Lunch The Evolution of the Industry: An Architectural Perspective -- Smaller Venue vs. Larger Venue Capabilities 1:00 p.m. – 2:15 p.m. F&B Options 10:30 a.m. – 11:30 a.m. -- Healthy Options Economy -- Green Options -- How has the economy affected minor league venues? -- Packaging: What menu items can you package to allow -- What are venues doing to improve attendance? for a lower price point? -- Suite Ordering: Who is doing it well? 11:30 a.m. – 12:15 a.m. Renewing or Prospecting? 2:30 p.m. – 4:15 p.m. -- Did venues lose customers? If so, what are the new All Leagues Best Practices Session prospecting strategies? -- Are customers renewing? If so, what are the best renewal strategies? COLLEgE PROgRAM -- What business categories are purchasing currently? Monday, June 28, 2010 12:15 p.m. – 1:00 p.m. COMBINED SESSION: College, Minor Leagues, Lunch Soccer, Racing 9:00 a.m. – 10:15 a.m. 1:00 p.m. – 1:45 p.m. The Evolution of the Industry: An Architectural Perspective Show and Share: Specialty Programs- Teams to Swap -- Smaller Venue vs. Larger Venue Capabilities Collateral Materials -- All-Inclusives, Flex Plans, Group Plans, Family Plans 10:30 a.m. – 11:15 a.m. Staffing 1:45 p.m. – 2:30 p.m. -- Retaining and Realigning Staff Customer Service 101 -- Training: Staff, Volunteers, Student Workers -- Budgets, Suiteholder Events, Amenities, Incentive Plans 11:20 a.m. – 12:00 p.m. 2:30 p.m. – 4:15 p.m. Executive Suite/Club Game Day Catering All Leagues Best Practices Session and Special Event Ideas -- Suite Directors and Caterers Working Closely SOCCER AND RACING PROGRAMS COMING SOON! -- Special Events: Who is successful? What kind of events work best? 12:00 p.m. – 1:00 p.m. Lunch S E A T 29
  27. 27. Why Disney Institute Matters To You… T he world-renowned customer service pros from Disney Institute are set to share their unmatched secrets to success with ALSD Conference-goers. This three-hour interactive session at the ALSD Disney Institute has paved the way for millions of business professionals and more than half of the Fortune 100 companies to benchmark and adapt proven best practices that have sustained the Conference and Tradeshow is sure to be your team’s or company’s success of Disney as an organization for over 85 years. Disney Insti- catalyst for positive organizational change. This highly effective and tute has influential training experiences and professional develop- powerful learning experience will allow you personally to partici- ment programs that enlighten learners on how Disney creates its pate in collaborative and immersive discussions, where key elements business “magic” every day. Learn how to adopt this model during from the industry are identified and approached with the Disney its presentation at the ALSD Conference. core competencies in mind. Disney’s Approach to Quality Service 3-Hour Seminar Tuesday, June 29, 2010 8:00 a.m. – 11:00 a.m. (Q&A to follow in Exhibit Hall) 2010 ALSD Conference and Tradeshow New York City; Marriott Marquis Available to Attendees and Exhibitors See the ALSD Conference Sign-up Form to Register Now: $75.00 Contact Amanda Verhoff for Details Facilitators for Disney’s Approach to Quality Service: Dennis Frare & Tom Thomson Learn more about Disney’s Approach to Quality Service Standards Quality Service: While a ‘Common Purpose’ provides an organization with direction, Disney’s Approach to Quality Service is the result of half a century’s ‘Quality Service Standards’ are the operational priorities, or criteria, experience in exceeding customer expectations in the face of com- that are utilized by every employee, at every level, to ensure consis- petition, growth and the public’s ever-changing tastes and attitudes. tent delivery upon the ‘Common Purpose’. While Disney is not perfect, it has never lost sight of Walt’s goal to “give the public everything you can give them.” As a result, Disney Service Delivery Systems has been successfully able to keep pace with progress while remain- Once ‘Quality Service Standards’ have been created, the next step ing firmly grounded in the traditions and values of The Walt Disney is to focus on the methods for delivering customer service. There Company. are three primary ‘Delivery Systems’ present during any service situation: Customer Measurement • Cast: employees, human resources Measuring customers both demographically and psychographically • Setting: physical and virtual resources to determine customer service approaches is critical to any organiza- • Process: policies, procedures, tasks and events tion’s success. Quality Service Integration Matrix Common Purpose The ‘Quality Service Integration Matrix’ combines the use of the Once customers’ expectations are understood, a statement of global ‘Quality Service Standards’ and the ‘Delivery Systems’. Its purpose is ‘purpose’ is created that helps an organization determine what ser- to create a strategic plan for creating seamless customer service expe- vice it intends to deliver to its customers. The ‘Common Purpose’ riences, to act as a diagnostic tool to see how a business is currently defines the organization’s purpose, aligns that purpose with its cus- performing its customer service and to become a benchmarking tool tomers’ expectations and communicates that alignment consistently to determine what any outside competitive element is doing. to its employees. 30 S E A T