Member Highlight

As new premium products are cropping up, Tumua Tavana, SVP, Client Experience for the Utah Jazz and Smith Entertainment Group, LLC knows that the best way to education clients is to let them live in the experience they would purchase.

To produce a proper theme night, you bring the bravado. And Aimee Canavan, Director, Hospitality and Jessica Summers, Manager, Courtside Services from the Oklahoma City Thunder have been making theme night statements for years. Hear what’s resonating with Thunder fans, and why they can’t help but get in the groove.

To explore our venues and find new, cool ways to repurpose space has been one of our industry’s greatest odysseys. Gregg Allen, CRO, Sporting Kansas City knows the mission well. And even if his clients don’t explicitly ask for exclusive spaces, his team understands its incumbent to provide them, while nurturing the VVIP networking opportunities and pushing the experiential envelope.

At our core, service professionals want to exceed their clients’ expectations. However, what gets lost in the equation for something greater is the notion that meeting needs must come before exceeding them. Rachel Reap, Director of Premium Services for the new Moody Center, explains how she makes this a priority, along with providing autonomy to her clients, who are onboarded with all the tools to seamlessly make their own experiences special.

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For over 30 years, a community has blossomed. As recounted by our first true member, ALSD’s family-like support has never wavered and remains a precious benefit. Ellen Saul shares past and future membership highlights.

Sports sits on a powerful pedestal, able to influence initiatives and create change. With sustainability an increasingly critical global crisis, our industry’s venues can be conduits to change, while also influencing the millions of fans who frequent them. The impact of initiative influence is explored with Kristen Fulmer, Senior Director of Sustainability, OVG360, Senior Sustainability Director, GOAL and Omar Mitchell, Vice President, Sustainable Infrastructure & Growth Initiatives, National Hockey League.

From the very beginning, these service and operations mavens made a pact that no matter what came to one, the other would know about it. The result is bump in the service experience for this new arena’s guests. They know their staffs can't be successful unless the departments are not only on the same page, but reading the same verses harmoniously. The sisters in service are Caroline Shipps, Vice President, Premium and Member Services and Eboni Wilson, Vice President, Guest Experience for UBS Arena.

That we will never succeed in this business if we are not ourselves was a lesson learned early on for Manny Jacobo. He’s amplified that message on his own social platforms to pave a positive path for those who come into this business after him. This Bronx to LA transplant couples with is his flair for fine style with foundational business acumen to provide unique premium hospitality at Crypto.com Arena. The ALSD was inspired by this story of roots and wings and how it will help future premium seating professionals also stand on a powerful platform.

For Katie Grubbs, the goal is to meet clients where they at, with what they want, when they want it. To this end, her premium team has created one of the most robust premium touch point programs in the industry. Grubbs also explains that while entertaining across the country tugs at the purse strings slightly, the loyalty potential for Titans fans tugs harder. The ALSD was delighted to interview a premium leader who understand that premium experience extends beyond your stadium suites.

Prodigy Search’s CEO recognizes that hiring sports leaders who understand revenue generation often prosper. His firm also asserts that creating a diverse and culturally warm workforce should be goal number one. Finally, he knows the talent acquisition challenges of the last two years, and how to address and overcome them. He’s Scott Carmichael, Founder and CEO for Prodigy Search.

He started as Employee #2 to make the dream of a professional Cincinnati soccer team a reality. He sold that which didn’t exist: a soccer club who was eventually crowned record-setters in attendance. His team weaves the heart of the city into every element of TQL Stadium, unearthing a rich history and a richer future. He’s Jeff Smith, Senior Vice President, Sales & Ticketing for FC Cincinnati.

He knows that our industry is increasingly looking to differentiate premium experience and spaces, and that available venue real estate often comes up. His team helped uncork the Boone County Bourbon Press Club at Great American Ball Park. Along with bar-setting surprise and delight amenities, he explained the bar-setting bourbon barrel entryway. He’s Chris Bausano, Director of Premium Sales & Service for the Cincinnati Reds.

A trainer with roots in luxury hotels and retail, this chief experience officer teaches us that service standards become our guiding light. He asks who we are, and how we do things to understand how to set the foundation for training. His mantra is more of a question, as he level sets organizations goals. He asks: what do we want people to say, think, and feel when they walk away? He’s Chris Bryant, Chief Experience Officer, BGX l Bryant Group Experience.

A B2B and hospitality pro originally from outside of sports makes her debut with the Golden State Warriors as Director, Premium Suite Sales. She’s building deep-seated relationships more quickly than ever, and finding success by taking basketball out of the B2B conversations. She’s a proponent of an opportunity’s longevity. She’s Lois Mueller, Director, Premium Suite Sales, Golden State Warriors.

A student of the industry and the marketplace in which he works, he knows to focus on not what you're selling, but to whom you're selling. He is not only building trust and rapport, but constructing processes similar to his successful Silicon Valley counterparts. He’s learned to sell the whole opportunity. He’s Paul Ratner, Senior Director, Premium Suite Sales for the Golden State Warriors and Chase Center.

In his surveys, he’s found that communication from employee to client is overwhelmingly considered the most important aspect of service. It’s no surprise why he’s doubling down on communication and client touch points. He’s weaved a path into sports, out, back in again, never losing his sense of place. He’s Anthony Parilla, Sr. Manager of Sales & Retention for the New Orleans Pelicans and Saints.

He’s a steward to hospitality, serving others always front of mind. He stands on pillars strong enough to support a growing soccer community and a mighty premium team. He believes that volume over yield will yield even more fans. He’s Tom Dunn, Senior Manager, Premium Sales & Service for the Vancouver Whitecaps FC.

As an industry veteran, she knows no experience is truly premium unless it’s bespoke. She is creating new premium destinations without moving a brick in the state-of-the-art Fiserv Forum. She’s never believed one-size-fits all. She’s a leader, and a nurturer, always lending a hand to elevate her peers and industry standards alike. She’s Kelsey Bannister, VP, Premium Sales & Service for the Milwaukee Bucks.

He’s learned that to provide customers what they want, you must understand how they want as well. He’s a premium leader bringing a digital sales and service mindset to his Silicon Valley team, laying the foundation of customer service delivery in a new industry era. His intent, as sports and entertainment open back, is to double down the experience. He’s Jonathan White, Director of Premium Hospitality for the San Jose Sharks.

He is an industry arena veteran, leading strategic efforts for ticketing, membership, premium, and groups. He’s led the planning and execution of the go-to-market strategy for all premium products included in the two-year renovation of Target Center. Most recently, he leaned into staff desires more than ever, instituting a new work balance and structure, while still focusing on sales and service goals. He’s Jake Vernon, Vice President of Ticket Sales and Service for the Minnesota Timberwolves and Lynx.