Stadium and Arena

Event Services

Nicky McMillen

Who?
Nicky McMillen
21 years old
Portland, Oregon
Senior
Hospitality Management
Ski Resort Hotel Management

Where?
Rice Eccles Stadium
John M. Huntsman Center
Ute Field (soccer)
Guest Services Department
Manager- Dave Wakefield
Usher/ Ticket taker Manager

What?
Guest Services Department
Security, Parking, Police, EMS &
Ushers

147 Part-time Ushers & Ticket

Takers
Daily: Scheduling, staffing, payroll,
billing
Events: Scanners, lost and found,
fights, complaints, staffing, staff
breaks, crowd management and
emergency situations.

Facts
147 ushers
$10,000 per game
56 Scanners+ Printers
44 radios

25 combo spills
30 Ejections
2-3 lost children
1-2 arrests
24 drinking fountains

Records
Records:
11,000 fans in 10 minutes
Record attendance 47,619
(USC) previously 46,768 set in
2003
2nd highest attendance
47,528 (Oregon)

Goal ONE
I want to develop a more efficient system for
issuing ticket scanning resources to ushers and
ticket takers

Objective One
Objective: Use excel spreadsheets and formulas to cut
down time with pen and paper when preparing my
staff for game day procedures. Last game it took me
over 35 minutes to issue 44 Radios and 56 ticket
scanners, I have begun developing a new system that
will enable me to cut that time in half by the end of
the football season.
Results: By the last game I had all of my equipment
issued in under 15 minutes

Goal Two
I want to refine the scheduling system for all Ushers
and Ticket Takers.
I currently have at least 140 staff members to
schedule for each football games.
Standard methods involve emailing each staff
member, then marking down each confirmation email
onto a spreadsheet, typically my staff does not
respond to emails leaving me to call 70 people

Objective Two
Objective: I plan to utilize the Guest Services web
page as tool to more effectively schedule my staff. I
plan a whiteboard for staff members to write down
scheduling which I can enter into my spread sheet and
post updated schedules. This plan will cut my weekly
phone calls by 85%, by the last game I will have to call
less than 10 people.
Results: I only had to make four phone calls for the
final football game

My Experience
Great Experience
I was able to take skills learned within the program
and utilize and perfect them in work place
I highly recommend this internship for future students
Disclaimer: Be prepared to work long hours, overtime work weeks
and extremely stressful situations.

Contact: Dave Wakefield

Dwakefield@stadium.Utah.edu

QUESTIONS?