May 17 2013
CEO Newsletter
This week we had a series of productive meetings. The highlight and mega E3 of the week goes to Jason Hougard and our team at the Cobo Conference Centre. During our visit we had lunch with Larry Alexander, Chairman of the Board, President and CEO, Detroit Metro Convention & Visitors Bureau, and Patrick Bero, CEO/CFO, Detroit Regional Convention Facility Authority. To say that they are ‘over the moon’ with our hospitality service is an understatement. Here are two of their comments, “we still cannot believe the changes you have delivered” and “Jason and the team are true partners that we cannot imagine working without.” Both are exactly what we want to hear from all of our clients. Way back in early 2009 we committed to being a client-centric enterprise, if anyone is wondering what that looks like read these client comments again and reflect deeply on whether this what your client would say about you and your team. Better yet, ask them directly and if there is hesitation or a gap, find out how we work to bridge the gap and make it happen.
After our COBO meeting, we stopped across town to meet with the leadership of a major sports team. We were greeted amicably but the statement was made right out of the gate that they believe Centerplate and our competitors are one and the same. We appreciated the candid observation as it allowed us an opening to explain the difference we create with the Centerplate Way. Our design, strategic planning, operational bias and analytical approach and commitment to being a true thought leader and client partner broke through their skepticism and resonated. However, the path to create understanding was difficult and further serves to underscore that, while we have come a long way to differentiate ourselves, the mimicking being done by our competitors is allowing them to drag on our coattails. To put a further and painful exclamation point on this issue, in this month’s Venue’s Today our competitors were all discussing their prowess with diagnostics and getting consumer insights. The reality is that until we started down this path several years ago they were clueless and were operating the same old tired model.
One of John Sergi’s favorite sayings is apt here, “a problem well defined is half solved.” We know the problem and now we must fully and comprehensively solve it. Moving forward, we must obsess on how we do things that truly cannot be replicated by our competitors and make a profound difference. Performance measures will always count so deliver the best in the industry while we come back your way on Centerplate 2.0 initiatives.
E3 moments of the week …
Congratulations to Jon Davies and our sales team on two new contract wins in the UK! Port Vale F.C. is our newest stadium partner where we will begin operating all retail and match-day catering as well as manage sales and marketing for the venue beginning next month. Royal Air Force Museum London is our first museum and we are the exclusive provider for their café, restaurant, outdoor kiosk and conferencing facilities.
On April 26th the Peoria Civic Center had a very busy day. 9,000 fans gathered in the arena for a Kenny Chesney concert that featured an outdoor pre-party for 800 guests and a VIP party for 100 with a total of 15 bar locations. An Easter Seals fundraiser took place in the ballroom showcasing all authentic Indian dishes, with the help of volunteers from the local East Indian community working closely with our culinary team, and an adjacent VIP Lounge was set up like a bazaar with tents, vendors, music, food and beverages. The Red Cross disaster relief headquarters took over an exhibit hall providing aid for flood victims to which we donated 2,000 bottles of water. Kudos to Kimberly Bennet, Carol Bitner, Carol Cook, Judy Franklin, Stephanie Guth, Sue Hartley, Sherri Koehlhoeffer, Sarah McClernon, Edna Neltner, Ken Shortridge, Tracy Shortridge, Bill Woosley and our team in Peoria, and visiting team members Scott Chadek, Judith Goodkin and Matt Long!
At the Roland E. Powell Convention Center, repairs and renovations are complete in the Sunset Room which was badly damaged during Hurricane Sandy. A much-in-demand wedding venue, the room was reopened the first weekend in May with new entrance stairs, boardwalk and awning among the numerous repairs. A concerned out-of-town bride was relieved and thrilled that all was ready for her wedding day, “I just want to thank you once again for everything. The food was excellent and the cake was amazing! We couldn’t be happier! Alina did a wonderful job in the days leading up to the wedding and at the reception. Everyone had a great time and we were so pleased!” Great job by Audrey Killen, Karen Lawrence, Gary Leach, Alina Mellinger, Patrick Priest, Sandra Reno, Mike Trader, Kathleen West, Greg Woyton and our staff in Ocean City!
For the 5th time the Fredericksburg Expo Center hosted The Rappahannock Legal Society Gala, this year celebrating their 30th anniversary, and it was a great success. The society is a group of local attorneys that help the less fortunate with legal advice and representation. Their director could not have been happier, “Your efforts were crucial both during the planning phase as well as on Saturday evening. I am truly grateful for your professionalism and dedication; they made a difference in a big way. Many guests commented on what a lovely venue the Expo is as well as positive reviews of the food. One of our guests said that the chocolate cake is the best he has ever had. Can he arrange to buy a whole cake?” Job well done by Fiero Beanum, Chef Joe Bellanti, Devon Herring, Darcella Hourie, Vicki Lewis, Benjamin Minor, Charles Minor, Ryan Richardson, Brendan Slick and our team at the Expo Center!
Our commitment to attaining our vision must be absolute. These are exciting times and I hope you are as truly motivated as I am by the battle ahead.
Des Hague May 24, 2013 at 8:53 am
Okay- we’ve heard from Bob and Steve. Who else is in to deliver Championship Hospitality? We want to hear from you and share your success stories.
Also, we can not state we are committed to making the communities we live and work in better and then not follow through. It like to know what local boards you and or your team serve on. we need a full house here.
Onwards!
Des Hague May 20, 2013 at 11:45 am
Bob- great challenge. I hope everyone of our venue teams are all in on this!
Steven Trotter May 23, 2013 at 3:47 pm
Your Team in New Orleans is up to the task of delivering new levels of Championship Hospitality!!!
Bob Hough May 20, 2013 at 11:28 am
All good stuff. I can’t wait for our season to get back up and running and deliever the kind of hospitality we pride ourself on.