This document summarizes an internship at the Durham Bulls Athletic Park. It describes the population served as diverse individuals enjoying baseball. It details training as orientation and facility tours. It describes the agency as a 10,000 seat stadium designed like old ballparks, located downtown. Duties included ensuring customers were in proper areas and comfortable. A significant experience was learning customer service and leadership skills through interacting with people at the sports organization.

1. Internship Project
for
Durham Bulls Athletic Park
409 Blackwell Street Durham NC, 27701
Reginald Terry
&
Brian Simorka
4/6/2015 to present

2. Table of Contents
I. Description of Population
II. Description of Agency
III. Training and Policies
IV. Summary of Duties and Assignments
V. Narrative of Significant Experience
VI. Student Self –Evaluation
VII. Details of Problem
VIII. Methods
IX. Results
X. Conclusion and Recommendations
XI. Appendices

3. Description of the Population the Agency serves
The population consists of various individuals, young and old, male and female who
enjoy the sport of baseball and all that entails. The ethnic background is very diverse from
Caucasian to Asian American to African American and various other ethnicities. The economic
scene varies from your lawyers and congressmen to your blue collar workers who has a little
money to spend on entertainment.
Personnel Policies and Training
The training used was very limited. Each employee goes to an orientation where they
learn about what the company policies are and how the organization is ran. The employee is then
given a tour of the facility and shown what the ballpark looks like from behind the scenes. We go
over the different party decks and group areas for hosting parties. The employee gets a first-hand
view of what each party deck looks like and how many they hold. The employee is introduced to
the staff members they will be working with throughout the season.
Description of the Agency
The Durham Bulls Athletic Park (DBAP) was designed by HOK Sport + Venue + Event,
architects of Camden Yards in Baltimore, Jacobs Field in Cleveland, Coors Field in Colorado along
with many other new stadiums opened in the past 10 years. The $16-million brick ballpark opened in
1995 and was expanded to a 10,000-seat capacity for the 1998 season, the year the Bulls began
playing in the Triple-A International League.
A roof covers approximately 2,500 seats behind home plate and down both the first and third
base lines to the end of each dugout. All seats at the DBAP are extra wide with seat backs, extra leg

4. room and over 95 percent of the seats have cup holders. The stadium was designed and built so that
every seat gives fans a great view of the field with an intimate ballpark feel.
Durham Bulls Athletic Park is located in downtown Durham and can be accessed from the
Durham Freeway. The ballpark reflects many characteristics of old-time parks and the historic
downtown Durham architecture. A 32-foot-high wall stands in left field 305 feet from home plate,
resembling Fenway Park's Green Monster. The Blue Monster, as it's called in Durham, contains a
similar old-style manual scoreboard. The ballpark's most distinctive feature is the Snorting Bull that
stands tall above the Blue Monster. This Bull was modeled after the bull used in the 1988 film, Bull
Durham.
Narrative Summary of Duties and Assignments
Many of the party decks can be reserved for a rental fee and for a specific ticket price that
includes an all you can eat buffet. The duties for the position is to ensure that the customer is in the
proper party deck or group area, make sure that the customer is comfortable and enjoying the
entertainment, be able to direct customers to proper seating area, and keep the area neat and clean. I
would have different assignments whenever there are games in the park.
Narrative Description of a Significant Experience
I feel that the most significant learning experience from this internship is the ability to
interact with people and learn the ins and outs of working with a sports organization. Also I have
learned the what it takes to do all the behind the scenes work involved with the planning and
organizing of groups that reserve the party areas and make sure they are well taken care of from
ensuring the food is what they ordered to any other amenities that come with the party. I have also
learned and worked on my customer service skills as well as developing my leadership skills to help
me further in my career.

5. Student Self-Evaluation
During the first month, I was getting acclimated back into the ballpark, meeting new
employees, and helping with training of new employees. There were some bumps along the road
as far as showing the new employees the proper way to greet guests and making sure they are in
the proper area for their group. All in all it was a pretty eventful month.
In May, there was a lot of parties that requested the outfield party decks, I was assigned
to work the Carolina Hurricanes Home Run Patio during several of them. During one of the
games, there was an incident where a guest who was not a part of the group was upset because he
paid for tickets in the outfield and someone in the party was sitting in their seats when they got
there. I politely asked the people to switch seats with them. They didn’t mind but in doing that I
started thinking about what if they didn’t want to move? I came up with an idea about how to
avoid all the issues of having people move around because they are in someone else’s seat.
Details of Problem
The problem consisted of the Carolina Hurricanes Home Run Patio being reserved for
parties and groups and they were not informed of the seating out in the patio area. The seating
consists of over 300 seats over two sections. The smaller section has 87 seats and the larger
section has 287 seats. Many times when parties reserved that particular section they usually had
the whole section to themselves. But on weekends when there are a lot of tickets sold to regular
guests there becomes the problem of seats in those two sections that are utilized for regular
guests that purchase outfield tickets. The problem occurs when the regular ticketed guests
assume that the all you can eat buffet is part of their ticket plan and we have to explain to them
that a private part has also rented out the space and some of the seats. One such incident occurred

6. when I was working a weekend game and there were three parties of approximately 60 people in
each party. One of the party’s attendees was in a wheelchair and their family was sitting in a seat
close to the patio area where he had access. The box office sold those seats without anyone
informing the group sales department that day. The guests arrived to the game and found out that
their seats were occupied by the family. We worked to accommodate them but they were fine
since the family had a person in a wheelchair nearby. Later on in the evening, the guest got upset
because he couldn’t indulge in the all you can eat buffet for the groups. He was very loud and
obnoxious and we had to call management and security to calm him down. That’s when I
decided to focus on this specific area of the park and try to fix the problem of sales with groups
and regular box office sales.
Methods
We started looking at several ways to make sure that groups and regular ticket holders
could utilize the Patio area together. We analyzed the area and found that the groups were being
seated all over the section and were not centrally located to any part of the section. We also
looked at communication barriers and found that group ticket sales was not notifying regular
ticket sales of how many seats were left in the patio. We looked at how we can utilize the space
so that each group and regular ticket holders were happy and enjoying the game.

7. One of the ways we helped the patio area was to start putting groups at the top of the section to
ensure they have optimal use of the picnic area and ease of access. Another way was to group the
parties together so it would help increase the awareness to the patio host.
Old Way of seating New Way of seating

8. When we did this, it made it easier to see where each party was and allowed the groups to
have the ability to enter the picnic area with ease. It also helped with allowing the regular ticket
holders to enjoy the game without any conflicts or problems. Each group was centrally located
within the sections and the seats left over was available to regular ticket sales. Another way we
used was to expand on the picnic layout sheet used by the host to show what groups were in the
area. The old sheet just gave the number of groups in the area, but with the new sheet, each
group name was placed in a box and the section and row and how many seats were also added.
This allowed the host to know what groups were in the area and where they were located.
Old Picnic Layout Sheet
GAME INFO: 7/11/2015 5:30PM GATES 6:35PM GAME
AREA BULLS HOST GROUP NAME GROUP LEADER PEOPLE MENU A LA CARTE DRINKS EXTAS/NOTES
Bank of NC
Party Deck
Kevin, Victoria
(end 7)
Community Care
of North Caroilna
Jessica Frega
84 Ballpark Fare
2 Veggie, 2
Gluten Free
SciQuest Party
Deck
Miller Lite
Party Deck
Courtney, Jean
(end 7)
Pender Nursery Eva Tigges
84 Ballpark Fare 3 Cookie Trays KEG: Yuengling
OVERFLOW 215
XYZ
Miller Lite
Bullpen
Cierra (end 7)
Educated Design
& Development
Bill Bisenius 52 Ballpark Fare
Cole Slaw,
Garden Salad,
Potato Salad, 3
Cookie /
Brownie Trays
KEG: Yuengling
Budweiser
Picnic Area
Loretta,
Kimberly (end 7)
Davis
Landscaping
Peter Gallo 170 Ballpark Fare
SKY ZONE Quincy (end 7) RTI SRD Maria Hicks 60 Ballpark Fare SERVE TIME 7-9P
1 2 3 4
FRONT PORCH
BOXES
Weisenfield Weisenfield
Happy Birthday
Bryce!
Carolina Partners
PNC CLUB
GROUPS
Fields, Brian
(20)
Happy 60th Gregg
(12)
American
Residential (26)
Basil (end 7) Batter's Box
1 2 3 4
TERRACE BOXES
Congratulations
Laura & Alec -
Best Wishes
The Landau &
Suddeth
Families
The Waltham
Hawks
5 6 7 8
Congratulations
Laura & Alec -
Best Wishes
Congratulations
Laura & Alec -
Best Wishes
Stokes, LaTasha
Happy 35th
Anniversary
HURRICANES
HRP
2 groups 142 People
11 12
Grace Park
Animal Hospital
SUITE 9 SUITE 8 SUITE 7 SUITE 6 SUITE 5 SUITE 4 SUITE 3 SUITE 2 SUITE 1
CBC
Happy 40th
Birthday, Chris
Happy 21st Sarah
& Caroline
Mike Naylor Land Network Quintiles SAS Phase III Moe's
BIRTHDAYS
Sade (end 7)
PD PODIUM FLOATER
BULLS vs. GWINNETT STANDARD PICNIC TIMES: 6:00PM TO 8:00PM
Grace Park Animal Hospital
9 & 10
Michael (end 7)
2 Birthdays, 20 Kids: Riley HR Package (10 Kids, 208 X4-
10,Y 8-13), Anton HR Package (10 Kids, 116 C,D 8-14)
Reggie, Jhstin
(end 7)
FAN ASSISTANCE
MATTIS, Stephanie (END)

9. New Picnic Layout Sheet
Results and Conclusions
When we started utilizing the new process, it was slow going because we had to re-think
and re-train all the employees what to look for and how to recognize the group tickets versus the
regular seating tickets. We then had to inform catering that anyone without a wristband could not
partake in the food designated for the groups. After one month, the process became easier to
recognize. We found out that the groups were well pleased with the service and the regular ticket
customers were satisfied with the seating. At the end of the season, many groups enjoyed a good
night of baseball without any problems or other extenuating issues. Overall, the issue with

10. seating and customer service was handled by staff in implementing a new procedure based on a
previous incident and it is recommended that if this new procedure is followed by the company,
any and all issues in utilizing the Carolina Hurricanes Home Run Patio for groups and regular
customers will not happen again. Everyone can enjoy a great night of summer baseball at the
Durham Bulls Athletic Park.
Appendices

11. Reginald O. Terry
2201 Chautauqua Drive Apt B Durham, NC Phone: (919)519-0360 rterry2@eagles.nccu.edu
Hospitality Management Profile
Highly motivated, creative and results driven professional with over fifteen (15) years of
extensive experience in the Hospitality Industry. I have experience in food service, payroll,
employee training and development, public relations and strategic planning. I possess strong
knowledge of social media tools as well as robust computer skills, which includes, but is not
limited to proficiency in Word, spreadsheets, graphics and applications. I have exemplary
writing and verbal communication skills, detail oriented and the ability to multi-task. I have
excellent inter-personal and leadership skills, trouble shooting and problem solving abilities.
Core Competencies include:
 Food Service/Catering Management Guest Service Management
 Hospitality Management Strategic and Target Marketing
 Budgeting & Cost Control Profit & Growth Strategies
 Teambuilding, Training, Supervision Safety, Sanitation and Quality Control
 Inventory Management
______________________________________________________________________________
Education: North Carolina Central University Durham, NC
B.S., Hospitality and Tourism Administration Graduation: Dec. 2015
Durham Technical Community College Durham, NC
A.A.S, Business Administration Graduation Date: May 2012
Relevant Experience
Marketing Intern Durham Convention Center Durham, NC
Summer 2013
o Assist with daily procedures of the convention center
o Manage phones, workplace emails, customer service
o Assist with proposal & contract writing
Group Area Host Durham Bulls Athletic Park Durham, NC
Summer 2013- 2015
o Assisted with ensuring group placement in the ballpark
o Monitored group areas for suspicious activity
o Ability to work within teams and individually

12. Event Planner/Parliamentarian North Carolina Comprehensive Community College
2011-2012 Student Government Association Durham, NC
o Planned business conference in the Fall/Spring for 300+ delegates and guests
o Coordination of room assignments and packaged gift bags
o Ensured entertainment and prizes were distributed
o Maintained security and improved guests experience
Vice President Durham Technical Community College Student Senate
2011-2012 Durham, NC
o Assisted the President in facilitating business meetings
o Coordinated events with the Social Committee Chairperson
o Maintained records of attendance and meetings
o Ensured use of Robert’s Rules of Order at all meetings
Server Carolina Ale House Durham, NC
2008-2009
o Processed food and beverage orders for guests
o Made sure orders were complete and guests enjoy their experience
o Handled cash and credit card transactions for guests
o Ability to work with a team to ensure guest satisfaction
Lead Server Ruby Tuesdays Durham, NC
2002-2008
o Processed food and beverage orders for guests
o Made sure orders were complete and guests enjoy their experience
o Handled cash and credit card transactions for guests
o Train and develop new employees for company
o Ability to work in a team environment to ensure guest satisfaction
Server/Bartender Lone Star Steakhouse Durham, NC
1998-2001
o Processed food and drink orders for guests
o Ensure complete orders before taking out to guests
o Handled cash and credit card transactions
o Ability to work in team environment to ensure customer satisfaction
Shift Manager Pizza Hut Roxboro, NC
1997-1998
o Assist with food preparations for guests
o Handled cash and credit card transactions
o Assist with food inventory and cost control
o Ability to manage crew of 5-10 employees a night
Other Experience
Student Worker (Work Study) North Carolina Central University Durham, NC
2014-2015

13. o Assist with filing, emails, and correspondence between departments
o Assist students with faxing, computers, correspondence and any other need
o Develop bonds with other students and faculty
Computer Lab Monitor Durham Technical Community College Durham, NC
2011-2012
o Worked with students in creating papers and filling out applications
o Monitored student usage of computers and printers to ensure proper use of facilities
o Helped with tutoring services when needed
o Started out as a work study position that turned into part time position
Student Presenter North Carolina Community College System Raleigh, NC
2010
o Presented to 80 government officials on the importance of community colleges
o Spoke on behalf of the North Carolina Community Colleges
o Talked about my history with community colleges and how they helped me grow
Founder/Vice President Minds That Create Durham, NC
2009-present
o Founded a student entrepreneurship organization at Durham Technical Community
College
o Held workshops on how to start your own business
o Developed business plans for startup companies
Certifications and Awards
ServSafe Certification- November 2013, Purchasing- March 2014, Bar and Beverage
Management- April 2014, Customer Service- April 2014, Human Resource Management 2015