By R.V. Baugus
We are on the fast track toward two of the biggest family holidays of the year in Thanksgiving and Christmas. I know this because as a leader at our church of a 13-week Grief Share class designed to help people through the grief of having a loved one die, we will have a two-hour class on November 17 called Surviving the Holidays, which as the name implies is equipped to help people through the often lonely and depressing holiday season that so many suffer through.
It is also a time of season when stories abound from our member venues about what they are doing to help those less fortunate. For example, the Saint Charles (MO) Convention Center and a local Chick-fil-A are partnering to host a collection drive for those in need.
The premise is simple for donors: Earn a free Chick-fil-A menu item when you donate winter clothing or personal care items at the O’Fallon restaurant on November 16. Winter clothing and personal care items collected at the restaurant are then distributed on December 12 at the convention center at the 12th annual Helping Hands for the Holidays event.
The venue shared the story of Tracy, who attended the event last year and went on to make a phone call to thank all of the staff and volunteers who helped organize the event.
“I felt so welcome,” Tracy said. “Everyone who was there was so pleasant and showed that they were really there because they cared. It really touched my heart that the convention center is so willing to share with the community. Sometimes people think that everyone that lives in St. Charles is rich, when that is not the case. Thank you so much.”
Helping Hands for the Holidays, produced by the St. Charles Convention Center and We Love St. Charles, exists to assist those in need by providing a FREE unforgettable holiday experience. More than 1,600 men, women and children gather each year to receive a warm holiday meal, winter clothing and personal care item giveaways, access to community resources, health services and screenings, activities for children, photos with Santa and more.
We know this is but one example of what our members do to serve their community during the holiday season. If you have a story to share about the difference you are making in your community, please let us know so we can share the good news.
Rosalie Mortillaro has been named Director of Marketing and Communications at the New Orleans Ernest N. Morial Convention Center – the sixth largest convention center in the nation. Mortillaro is a 16-year veteran of the Convention Center, having previously served for 12 years as the Communications Manager, and for four years as a Communications Specialist.
In her new role, Mortillaro will helm the Creative Services Unit and oversee the planning, development, design, and production of all marketing strategies for internal and external customers. Mortillaro will play a key role in developing marketing and communications strategies as the Center continues with a $557 million improvement plan for a mixed-use upriver development, pedestrian park, transportation center, plus interior and exterior building upgrades. A new headquarters hotel is also planned for the development area.
Mortillaro holds a Bachelor of Arts Degree in Communications from the University of New Orleans, and is a past Vice President of Communications for the International Association of Business Communicators – New Orleans Chapter.
By R.V. Baugus
Sherron Washington, M.A. is a marketing and communication (marcom) professional who has imparted her wisdom and expertise for over two decades and understands well the often nebulous world of communication and engaging employees and clients. It is that knowledge she will bring to GuestX in San Diego on February 17-19 to share with attendees in an Opening Session titled “Learn How to Network Through Authentic Engagement!”
Washington has been called “The Marketing Whisperer” by many due to her uncanny ability to assist businesses in an innovative, solution-driven, fusion of communication and marketing efforts that increase growth opportunities. She wowed the crowd this past July at VenueConnect in Chicago with a presentation on effective communication for leaders and was a natural fit to return to IAVM once again at GuestX.
She is also one of the busiest presenters around and much in demand. We caught up with Sherron to give her an opportunity to talk some about her upcoming session and more.
Why should folks plan to attend GuestX?
To get an immersive conference that teaches attendees skillsets in how to align your venue’s performance against guest expectations in order to deliver an exceptional guest experience.
Help some of our attendees out who may not know you about your professional experience in this field of guest experience.
I have 20+ years in facilitating and developing events and meetings that have created fun, educational, and professional experiences. I am also often referred to as a global connector/networker who has an uncanny ability to execute memorable experiences for guests and attendees.
What are just a few of the things you can share as a “sneak preview” for what you expect to speak about at the opening session?
Creating an authentic interaction can go a long way when it comes to engaging guests. It is pivotal to remain authentic in your networking efforts in order to facilitate interest and engagement, utilizing communication tactics that are direct and complementary in order to build better business relationships and guest experiences. Attendees will learn how to create more meaningful interactions and how to leverage relationships with guests to create exceptional experiences with your organizations brand and build loyalty.
Speaking of guest experience, what do you see as the biggest change in that area today as far as what guests expect when they go to a venue?
The biggest change in guest expectations I would say is the notion of wanting to have a seamless experience that is expeditious yet personalized. As a guest myself, I want to be able to visit a venue without issue and still made to feel that I am being catered to. Which is a big challenge for venues because each guest has individual needs and requirements.
Any takeaways you hope to leave attendees with for them to go back home and implement or execute?
Attendees should walk away from my opening session with tactics that will help them to leverage and build relationships internally as well as externally. They will also learn how to create and continue their brand’s exemplary venue experience online in order to build guest loyalty.
From Wire Sources
ASM Global announced that Senior Vice President of North American Convention Centers, Brad Gessner, will retire at the end of 2019. Gessner will continue to serve as a consultant with the company.
“My wife Debra and I will be moving back to Texas in January to be closer to our family and spend more time with the grandkids,” Gessner said. “I have been contemplating this move since the beginning of the year and felt the timing was right now that the merger is complete. It has been a privilege to work with such a talented and dedicated team over the past seven years, and I am very proud of the significant strides we made together, successfully transitioning management and improving operations in our North American convention center facilities. I look forward to working with the ASM Global team to help drive the next wave of growth and innovation.”
As Senior Vice President, Gessner oversaw AEG Facilities’ portfolio of North American convention centers including the Los Angeles Convention Center, Hawaii Convention Center, Puerto Rico Convention Center, as well as the recent addition of the Palm Springs Convention Center. Gessner also served as the General Manager of the Los Angeles Convention Center until July 2018. When he arrived in the job, the Los Angeles Convention Center was running on a deficit. Under his leadership, in just a few years it was delivering an annual operating surplus of $10 million driven by implementation of operational improvements as well as an increased slate of event programming that included more conventions, meetings and special events.
“Brad was instrumental in helping to shape AEG Facilities’ North American convention center business, and led the division through a period of transformational growth,” said Bob Newman, President and CEO of ASM Global. “After a tremendous 42-year career, we are delighted that he will remain as a consultant with ASM Global. His thoughtful leadership and drive for results will help ensure that we meet our global objectives. I want to thank Brad for his invaluable guidance and extraordinary contributions over the years.”
Gessner started his career in 1978 as the Assistant Director of Special Facilities for St. Lucie County in Ft. Pierce, Florida. During his career he worked as General Manager of the HemisFair Arena and Municipal Auditorium in San Antonio and served as the Deputy General Manager of the Del Mar Fairgrounds and Racetrack. Prior to joining AEG Facilities in 2012, Gessner worked for 14 years at the San Diego Convention Center, serving as the General Manager of the facilities for six years.
By R.V. Baugus
By now hopefully you have read through your September/October issue of Facility Manager magazine. Within the pages of the magazine highlighted by a cover feature story on good friend and industry veteran Beth Wade was a secondary feature on Sara Escobar, a young lady who just graduated high school this past May and is now a college freshman at the University of Texas.
You might recall that in writing the story I placed an editor’s note before the feature stating that while Sara has no direct connection to the public assembly venue industry, her story is indeed one about life and overcoming some of the most difficult challenges that can be thrown at someone so young.
It was only a matter of days before one of our industry’s wisest in Frank Russo sent me an email to share some ideas about how Sara’s story does in fact play into our industry.
“Venue managers with a significant part-time labor force should consider using this article as a motivational tool,” Frank wrote. “The story gives hope, guidance on how to improve your lot in life, how to be grateful for and accept what you have been given, and how doing better gives you a chance to help others.”
Frank has always been someone I could count on, and I should have known he would have found an even greater silver lining in this story.
I now challenge our industry’s venue managers to heed Frank’s advice to make this story shareable among your part-time labor. It is not only a story of hope (where many stories begin and end), but one of an individual who actually turned her hope and dreams into the reality of a college education on the road toward one day becoming a dentist.
Frank didn’t stop at saying our industry’s part-time employees should be the only benefactors of Sara’s story.
“I’m away for the weekend but as soon as I get home I’m making copies of this story for my grandkids!” he shared.