By Ethan Honaman

There are many variations said by many different people that all convey the same message, that “everyone is fighting a battle that you know nothing about, be a caring and kind person.” This is a message that our more than 400 strong guest relations staff here at Sports Authority Field at Mile High try and remember while interacting with every guest. From the gentleman who screamed at me for five minutes for something that I had no control over and didn’t fall into the category of customer service to the wonderful lady who wouldn’t miss a game all season and who just went back into cancer remission but lights up like we won the Super Bowl when I stop by to simply say hello, this is the art of guest relations.

Before I had the ability to work for (and I may be a bit a biased) the best organization in sports, you could find me at the friendly confines of the neighborhood Target. A more accurate representation would specifically be in the Produce department. It would be in this mix of vegetables and fruits that I learned more about the set of circumstances that put people into different situations. I witnessed families in a hurry caught up in the hustle of the holiday season and the ever-important vegetable tray that was a must for all family gatherings getting into arguments because they were already running behind. Sometimes, families would be in an all-out war against each other just as they passed through, grabbing a bundle of apples before moving on to another department. Life that day just wasn’t treating them well and they snapped back at me when I asked if I could help them in any way.

There was also the nice man who was on the first day of his diet, motivated to change his life for the better and looking for advice on health food and grateful for any knowledge I might have. Yet all three examples to the normal observer would suggest they were all simply shopping at Target because they were out of produce and needed more for whatever reason. Comprehending the differences of frustration at myself for the situation at hand or a lingering issue in the background helped me progress into a future role for the Broncos.

Fast forward to Section 520-521, formerly known as Thunder, Colorado, in our upper sections at Sports Authority Field at Mile High. It was a two-year stint that I held as a part-time usher taking care of some of the greatest fans in the world. From the casual greetings, remembering names and faces, to simply talking sports that I learned one of the biggest takeaways and to which I enjoy the aspect of Guest Relations so much.

When patrons walk through our gates and see the field for the first time or returning for the big Sunday Night Football matchup, all problems are forgotten. People come to our venue to escape life’s little issues for four hours at a time and, hopefully, enjoy a Broncos’ victory. Having the perspective as an usher introduced me to these stories and have kept me in touch season after season. I still remember an elderly couple that drove multiple hours through all wintery conditions in the mountains to make each game just because it was a tradition together as a couple. I have my handful of regulars that I try and make it up to see each season. I regret to say that it doesn’t happen as much anymore, but when I do see those smiling faces, it’s like no time has passed and we catch up. There is a catalyst; all those problems eventually do come back. It is at this point when interacting with fans that you must decipher when other key contributing factors that you don’t know about take hold. Knowing these fans individually taught me this important trait.

The purpose of a Guest Relations staff is to take care of the fans at each game. We are that smiling face, that person to answer questions and direct fans where they need to go. We report information, good or bad, for the betterment of everyone attending the event. We reiterate as much as possible to take care of the fans. We encourage fostering relationships and creating memories. We enable our staff to make the best experience possible.

As you walk into our office, we broadcast our intentions. However, we are not perfect. Nobody is perfect. Nevertheless, having the ability to connect to the fans and dealing with guests with the understanding that life may be effecting their activities will only better everyone’s interactions and make Mile High Memories. What do you do in your facility to make each experience unique for your guests? How do you convey the message that the issue may not truly be the issue at hand and how do you handle it? For our staff, if you can alter a guest’s experience in a positive way and make it enough to have a great time regardless of the outcome on the field, you have mastered the Art of Guest Relations. Just always remember, “everyone is fighting a battle that you know nothing about, be a caring and kind person.”

Ethan Honaman is Guest Relations Assistant Manager at Sports Authority Field at Mile High in Denver, Colorado.

The San Diego Convention Center Corporation has appointed a new Senior Vice President and Chief Financial Officer.

Mardeen Mattix was selected and unanimously ratified as the new CFO during the meeting of the Corporation’s Board of Directors on Wednesday, January 24, 2018. She will succeed outgoing Senior Vice President & CFO Mark Emch, who announced he will be retiring from SDCCC following a 24-year career.

Mattix, who was previously the Corporation’s Controller, was selected following a nationwide search. She graduated from Western Washington University with a Bachelor of Arts in Accounting and moved to San Diego in 1998. Shortly thereafter, she started her career at the Convention Center as a Division Assistant in Event Management, had a brief stop in Sales and Marketing as an analyst and then worked her way up in the organization through Accounting and Finance.

“We are thrilled to have Mardeen as our new CFO,” said Clifford “Rip” Rippetoe, President & CEO of the San Diego Convention Center Corporation. “She joins our executive team, having been promoted through the ranks within the facility. Mardeen leads by example and is well respected within our organization.”

“There are so many exciting opportunities coming our way in the industry and here in San Diego,” said Mattix. “I look forward to my role as a member of leadership and I’m proud to be part of such a talented team planning strategy for the San Diego Convention Center. I plan on using innovative ideas to help us drive success to the next level.”

Mattix has led the Convention Center through many successful audits, has served leading roles in system technology integrations and has been instrumental in improving business processes throughout the Corporation.

Emch announced his retirement plans in the Fall of 2017. He joined the San Diego Convention Center Corporation in 1994. He graduated with a Bachelor of Science from the University of California, Los Angeles and received his Masters Degree in Business Administration from San Diego State University.

“I’m very proud to have been a key part of a dynamic and incredible team that has had a huge positive impact on San Diego and brought smiles to hundreds of thousands of people per year as they have attended our events,” said Emch. “It’s been a remarkable 24-year long ride.”

“Mark has been key in the efforts of the San Diego Convention Center Corporation to promote transparency as well as the economic benefits that come from hosting conventions. He is known for his ambition to find ways to improve not just our business, but the convention and tourism industry as well,” said Rippetoe.

Mattix began her role as Senior Vice President and CFO immediately upon the ratification by the Board of Directors. Emch will transition out of his former role by assisting on special projects.

Allison Alfano has joined Portland’5 Centers for the Arts as the new Assistant Director of Marketing.

Alfano recently moved to Portland from Los Angeles where she worked at Staples Center and Microsoft Theater as the Senior Director of Marketing. She also has a background in radio promotions and worked as a marketing manager for the Anaheim Ducks. Portland’5 Centers for the Arts is very fortunate to have her on the team to share her diverse experience and skill set, said Robyn Williams, CVE, Executive Director.

As the Assistant Director of Marketing, Alfano will be responsible for overseeing marketing efforts for Portland’5 Presents programming, as well as marketing for our many promoters and local arts organizations.

Williams added that Portland’5 Centers for the Arts hires a workforce representative of the communities it serves, understanding that a diverse workforce strengthens the organization. “We value diversity and support a positive and welcoming environment where all of our employees can thrive,” Williams said.

Dear IAVM Member,

Volunteers are at the heart of what we do, and it is only because of the time and knowledge our volunteers contribute that we are able to fulfill our mission. We hope, therefore, that you will consider responding to this Committee Call for Volunteers.

As a volunteer, you will be making a difference to this industry, and giving back to other members. We hope you will also get value out of your service, making connections with other IAVM leaders and learning about the issues that face us all.

Among the many volunteer opportunities is service on one of the association’s committees. IAVM has two types of committees: board committees and management committees. A board committee helps the board do its work, of oversight, strategy and member engagement. Management committees help IAVM’s management do its work, of meeting the board’s goals and effectively operating the association to the benefit of our members.

Below, you will find the list of opportunities available.  To volunteer, CLICK HERE! Even if you currently serve on a committee and wish to continue, you must indicate your interest on this application to be considered for renewal as all committee appointments have one year terms and term limits. You may indicate your interest for no more than three committees, so please make sure that you rank your choices with 1 being your highest preference. Finally, given the level of interest in service, we can generally only place you on one committee with some exceptions, such as the Industry Affairs Committee, which is partially filled by specified representatives (sector directors of the board, for example).

The deadline to respond to the Committee Call for Volunteers is March 9, 2018; appointments to board committees will be made by the First Vice Chair, while appointments to management committees will be made by the CEO in consultation with the committee chairs and vice chairs. Volunteers will be notified of their committee assignment by the end of May.

IAVM welcomes your expertise and commitment to our active and talented group of volunteers.  Should you have any questions, please do not hesitate to contact Rosanne Duke.

2018 – 2019 IAVM Committees, Task Forces, Boards

Allied Committee:

Represents the interests of Allied members, facilitating the exchange of ideas with IAVM management to encourage Allied member engagement and business opportunities. The Allied Committee meets regularly via conference call and has face-to-face meetings at VenueConnect and Region meetings.

Amphitheaters & Fairgrounds Committee:

Works with IAVM management to represent and advocate for the interests of the amphitheaters and fairgrounds sectors. Major committee responsibilities include the development of the education program for the Amphitheaters & Fairgrounds track at VenueConnect and the provision of articles for FM magazine and the newsletter. The Amphitheaters & Fairgrounds Committee meets regularly via conference call and has a face-to-face meeting at VenueConnect.

Arenas Committee:

Works with IAVM management to represent and advocate for the interests of the arena sector. Major committee responsibilities include the development of the education program for the Arena track at VenueConnect and the provision of articles for FM magazine and the newsletter. The Arenas Committee meets regularly via conference call and has a face-to-face meeting at VenueConnect.

Audit Committee (reports to the Board of Directors):

This committee hires and communicates with the auditors to ensure fiscal responsibility. The second vice chair of the Board of Directors chairs this committee. The committee will meet as needed via conference call. Volunteers with financial acumen are highly desired.

AVSS Faculty:

The main focus of the faculty is to create the curriculum taught at the Academy for Venue Safety & Security. AVSS faculty members present at least one topic on safety and security at the academy held in the late winter/early spring in Dallas each year. Interested candidates will be eligible for selection by the faculty and IAVM management. The committee meets regularly via conference call and has face-to-face meetings at AVSS and VenueConnect.

Board of Governors, Senior Executive Symposium:

This board works with IAVM management to market and plan the annual Senior Executive Symposium (SES). The SES curriculum is developed for IAVM by Cornell’s world-class School of Hotel Administration and is geared towards senior managers. Members of the Board of Governors are expected to register for and attend the SES program. The Board of Governors meets regularly via conference call and has face-to-face meetings at VenueConnect and SES.

Certification Board:

Works with IAVM management to provide oversight for IAVM’s existing certifications and advises on the development of new certifications. You must be a CFE in good standing to submit your name for consideration as a board member. Terms are three years. The Certification Board meets regularly via conference call and has face-to-face meetings at VenueConnect and in Dallas in October.

Convention Centers Committee:

Works with IAVM management to represent and advocate for the interests of the convention center sector. Major committee responsibilities include the development of the education program for convention center track at VenueConnect and the provision of articles for FM magazine and the newsletter. The Convention Centers Committee meets regularly via conference call and has a face-to-face meeting at VenueConnect.

Diversity & Inclusive Leadership Committee:

Focuses on developing opportunities to promote a diverse membership into leadership roles in IAVM. Leadership emphasis will focus on members of color, culturally diverse members, LGBTQ members, women and people with disabilities. The Committee serves to ensure that boards, committees and other leadership positions reflect diversity in their makeup. The Diversity & Inclusive Leadership Committee will meet as needed via conference call.

Editorial Advisory Committee:

Members of the Editorial Advisory Committee play an important part in maintaining the quality of FM magazine. The committee members, working with the editor, will review articles and provide direction and oversight for various sections in the magazine as needed. The committee is comprised of experts from all major sectors within the venue professional industry and within IAVM membership. The committee will meet as needed via conference call.

Governance Committee (reports to the Board of Directors)

Prepares proposed changes to the organization’s bylaws, and also makes recommendations to the Board of Directors for appropriate procedures to accomplish the Board’s work. This committee is chaired by the first vice chair of the Board of Directors. The committee meets regularly via conference call and has a face-to-face meeting at VenueConnect.

GuestX Committee:

Works with IAVM management to develop the education program for the GuestX Conference held annually. The committee also works with staff in achieving industry standards for “best practice” protocols of crowd management and exceptional guest services. The GuestX Committee meets regularly via conference call and has face-to-face meetings at VenueConnect and GuestX.

Industry Affairs Committee:

Works with IAVM management to monitor and respond to industry issues and initiatives, and to recommend IAVM positions on such issues. The Industry Affairs Committee meets regularly via conference call and face-to-face during VenueConnect.

Membership Committee:

This committee works with IAVM management to represent the interest of general membership constituents relative to recruitment, retention, and membership value through programs, networking opportunities and other services designed to assist industry professionals. The Membership Committee meets regularly via conference call and face-to-face during VenueConnect.

Mentoring Committee:

This committee works with the Membership Committee and IAVM management to facilitate the continuation of the Mentor Connector program; make constant improvement to the Mentor Connector Handbook and provides educational and mentoring resources, if applicable, to the leadership of IAVM. The Mentoring Committee meets regularly via conference call and face-to-face during VenueConnect.

Performing Arts Committee:

This committee works with IAVM management to represent and advocate for the interests of the performing arts sector. Major committee responsibilities include the development of the education program for the Performing Arts track at VenueConnect and the provision of articles for FM magazine and the newsletter. The Performing Arts Committee meets regularly via conference call and has a face-to-face meeting at VenueConnect.

Research Committee:

This committee works with IAVM management to compile industry research and to provide oversight and expertise for VenueDataSource, IAVM’s research program. The committee assists in IAVM’s research survey design and report creation, and regularly presents and promotes its findings in publications, conferences and online. The committee also assists in supporting and promoting the research activities of related professional associations. The Research Committee meets regularly via conference call and face-to-face during VenueConnect.

Stadiums Committee:

This committee works with IAVM management to represent and advocate for the interests of the stadium sector. Major committee responsibilities include the development of the education program for the Stadium sector at VenueConnect and the provision of articles for FM magazine and the newsletter. The Stadium Committee meets regularly via conference call and has a face-to-face meeting at VenueConnect.

University Committee:

This committee works with IAVM management to create university programming to be included at VenueConnect. The committee also provides articles for FM magazine and shares interests and concerns affecting the university/collegiate industry. The University Committee meets regularly via conference call and face-to-face during VenueConnect.

VenueConnect Program Committee:

This committee works with IAVM management to develop the education program for IAVM’s annual conference and trade show, VenueConnect, held annually in July. Committee members represent diverse interests, experience levels, positions, geographic locations, etc. to assist in the creation of a strong program with relevant and practical education content. The VenueConnect Program Committee meets regularly via conference call and face-to-face during VenueConnect.

Venue Safety & Security Committee:

This committee reviews and discusses the life safety issues of the industry as well as the provision of articles for FM magazine and the newsletter regarding life safety. The committee meets regularly via conference call and has a face-to-face meeting at VenueConnect.

Young Professionals Committee:

This committee works with IAVM management to act as a think tank for new and emerging trends in communications, social media, technology and membership. A majority of the members of this committee must be 30 years of age or under. The Young Professionals Committee meets regularly via conference call and face-to-face during VenueConnect.

IAVM and the IAVM Certification Board announced that effective February 1, 2018, the certification program known as Certified Facilities Executive (CFE) will be rebranded to carry the new name of Certified Venue Executive (CVE). The move comes following an October 2016 Certification Board meeting and a recommendation to IAVM President/CEO Brad Mayne, CVE, to make the name change to the more relevant title as it applies to the industry today.

“Several years ago, the Certification Board was asked to formulate and implement a certification program for mid-level managers in our industry,” said Jody Lake, CVE, chair of the IAVM Certification Board. “As we began the task at hand, one of the first and very important pieces was an appropriate title for this new program. It was an important decision and many discussions were held with several options considered. We talked at length to both current and past board members plus several respected IAVM colleagues both nationally and internationally. What quickly became clear by the majority was the term ‘facilities’ in any option of titles was outdated. Most comments were in favor of a reference to our industry title of ‘venue’ managers. It felt right and the board supported the term CVP, or Certified Venue Professional, for this new program.

“The question obviously followed of why then would we not want to update the reference to our highest and most prestigious of certification titles? We recognize and understand the deep and emotional ties to a title that has represented this pinnacle of designations for many years. We also acknowledge that if a title is no longer consistent with industry references, updating provides clarity and respect for this crowning point of achievement.”

CVE Frequently Asked Questions–Click Here

Frank Bradshaw, CVE, IAVM Certification Board past chair, noted that in the proud history of the Association since its formation in 1924 name changes have gone from Auditorium Managers Association, then to International Association of Auditorium Managers, and later to International Association of Assembly Managers to its current name of International Association of Venue Managers.

“Before making a final recommendation on rebranding, the Certification Board wanted input from current CFEs as to their thoughts on renaming the program,” he said. “In 2016, a survey was sent to current CFEs who were asked for input on the proposed change. Of those who responded, 58% supported the name change, 22% were neutral, and 20% were against renaming the certification program. With so many young, mid-level professionals earning their CVP, coupled with an increased number of individuals pursuing the CVE designation and the potential expansion of IAVM’s certification programs worldwide, this rebranding will serve to enhance the reputation of IAVM as the premier organization for venue management professionals and the CVE designation, its crown jewel.”

Bradshaw emphasized that the process was thorough and comprehensive and not one pushed through without full input from impacted stakeholders.

“After our recommendation in October 2016, Brad asked for time to review and evaluate the Certification Board’s recommendation,” Bradshaw said. “After a thorough review of this recommendation, coupled with discussions involving fellow IAVM members and the IAVM Board of Directors, Brad informed the Certification Board of his approval of the renaming of IAVM’s certification program from Certified Facilities (CFE) to Certified Venue Executive (CVE).”

John Siehl, CVE, chief operating officer for VenuWorks and a past IAVM chairman, said, “The change to CVE seems very logical to me. All other references to our industry refer to the fact that we are venue managers. The top designation should maintain a consistent message. I applaud the work and research involved in this tedious process, knowing that the shift was not taken lightly, and was vetted through a survey to those directly impacted by the change.”