October 25, 2013
CEO Newsletter
I believe we have the best operating system in the business. Our challenge is to continue to refine, evolve and strive for enhanced performance. A key differentiator that we have to communicate more effectively is our winning culture. During their visit, our Tottenham Hotspur and ACC Liverpool clients raved about our culture. It is critical as we grow that we capture the essence of Centerplate and instill it in our newest team members. Make sure you hire for attitude first and then train for skills. I read the following statement the other day, “At the very best companies to work for employees don’t ‘show up for work’, they evangelize on behalf of the organization.” This is our goal. Are you doing your part? Do you turn up for work or do you “turn it up” for work? This is the philosophy that needs to be displayed by all candidates looking to join Centerplate. These recruitment decisions will have a profound impact on our business.
The Centerplate Way forms an interlocking, self-sustaining set of core principles that are both easy to remember and easy to return to, day after day. Shep Hyken lays out a terrific road map in his book, Amazement Revolution, that supports our roadmap for delivery on our vision:
- Provide membership. We need to shift our thinking and start to treat our clients like members, rather than clients or customers. There are many factors to this philosophical switch. First, we need to operate with the mindset that we are here to help. Second, we can do anything for a client but there will just be an associated cost. Third, we must offer exclusive amenities to membership. Fourth, we have to invest in the membership experience and make it second to none.
- Have serious fun. This does not mean that work becomes a big party, instead it means that you get personal fulfillment from your job in an environment that respects each employee’s uniqueness. A sense of escalating challenges always leaves people looking for the next challenge, whether that means the next big event or show, the next day at work or the next rung up the career ladder.
- Hire great people. Look at companies from all sectors that exemplify hospitality such as The Four Seasons and Disney. It is important that we reward and motivate our great employees and not those who just show up. Remember that David Alameda from Anheuser-Busch spoke about this at our Annual Conference in Denver.
- Cultivate Partnerships. Not by pretending that you care but by actually showing you care. Know the local officials and other civic leaders in the community. Develop these same relationships with your suppliers and employees. Simply care.
- The After Experience. What have you have you done to create a memorable, positive experience after someone has done business with you?
- Community. What steps are you taking so that people rave about doing business with us?
- Walking the Walk. Are you committed to our vision of being the most respected global Event Hospitality provider? How are you bringing that to life?
Over time we will focus on each of these strategies to bring more definition and greater meaning to make it easier for them to take root throughout our enterprise.
E3 moments of the week…
Other than the Super Bowl, last Sunday’s game at Lucas Oil Stadium had the highest attendance in the past 4 years and the highest per cap in the history of the stadium! This is actually the 3rd straight game that broke the per cap record with no price increases this season. Peyton Manning’s return to Indy and a close game with the Colts winning over the Broncos completely energized the fans and our team did an outstanding job of maximizing every opportunity with great service and execution. Kudos to Chef Shimelis Adem, Chef Jennifer Bargisen, Shari Bridger, James Bolden, Gayle Cain, Frances Dotson, Lynda Fonderoli, Brandon Fruzen, Deanna Hyrcak-Banks, Anthony Lardierre, Chef Tony Leteira, Devon Mabbitt, Nikki Magee, Amanda Marsh, Keith Meyer, Dan Mixan, Emily O’Connell, Scott Osborn, Mike Royal, Ron Muvich, Rita Ramsey, Chef Jared Smith, Sabel Snow, John Stockholm, Kerry Werst and our entire team in Indianapolis!
The 3rd Annual Journey Home Gala, our initiative to assist Mayor Stephanie Rawlings-Blake and the City of Baltimore in its efforts to end homelessness in the city, was held this past weekend. With close to 700 guests, we are thrilled to have raised nearly $500,000 to continue the fight. Our team at the convention center showered our guests with culinary delights, including specialty Chef Action Stations, during the progressive evening of dining, dancing and entertainment. Once again Centerplate sponsored the evening’s entertainment, an intimate musical performance by surprise guest John Legend. Great job by Donnell Bonaparte, Gabrielle Brown, Justin Covelesky, John Dooley, Dondra Gladden, Will Green, Chauncey Hamlin, Executive Chef Jerry Infantino, Morline Lynton, Nathan Madison, Susan Noah, Marsha Pratt, Chuck Schlagenhauf, Rebecca Scott, Shauntay Thompson and all of our staff in Baltimore, along with visiting managers from Roland E. Powell and Virginia Beach Convention Centers!
Charles Schlagenauf October 26, 2013 at 1:54 pm
It was great to be part of this wonderful and meaningful event!