SPORTS PERSONNEL
Mike Ditka's charismatic personality and strong team skills led the Cowboys to victory
stakeholders is the importance of the people who make events successful. As the CEO of Dolphin Enterprises,
the holding company for the Miami Dolphins and Dolphin Stadium, my biggest challenge was to improve the guest experience at the stadium. To do this, I drew upon talent from an array of industries, from the Ritz Carlton to Disney to Madison Square Garden to the cruise industry and other sport institutions. We also needed to promote the
stadium as a preferred venue for everything from concerts to festivals and other types of sporting events. Individuals with marketing, sponsorship, ticket sales, property management, affinity relation- ships and retail experience were equally important to the success of the business. Creating this team demanded that I think outside the box, and attract talented individuals who, in addition to their particular skill sets, harboured a deep passion for creating a very special venue. We trained every individual, from
full-time managers to part-time game-day contractors, in what we called the 'Eight Ways to WOW' – the eight zones of our guest experience. The first zone spanned the moment a guest left home to the moment they arrived on the grounds. The second zone began with parking/ drop-off until entering the stadium gates and so on, with the final zone being
the exit post-event. We coordinated all stakeholders in each zone – media, police security, merchandise, housekeeping, parking attendants, food and beverage, and entertainers. Each zone had a leader who coordinated strategies and tactics to make the zone operationally flawless, emotionally stimulating and memorable. Finally, we measured our progress
via post-event guest surveys and made changes as necessary. Importantly, every individual played a key role in delivering an exceptional guest experience.
TALENT MANAGEMENT INGREDIENTS Talent management is much more than finding and keeping 'the right' people to lead a high-performance organisation. The Heidrick & Struggles Leadership Talent Cycle addresses the elements of
In today's rapidly growing and global sports industry, talent is as important off the field as it is on it
68 SPORTS MANAGEMENT HANDBOOK 2012
managing talent and integrating these into an enterprise’s approach to gaining a competitive edge. The elements are: • Identifying and attracting the right talent • Recruiting and hiring • On-boarding and integration • Continuous development • Engaging and retaining • Managing performance • Aligning leadership • Managing top-level succession • Transitioning Businesses of every size suffer signifi-
cant loses when this holistic approach is not taken. From a quantitative stand- point, consider the following: • Turnover cost Costs associated with replacing people can run between two- and ten-fold • Severance cost Severance packages can be extreme • Opportunity lost Underperforming companies post EBITDA 18 per cent lower than top-performers • Human relations process cost
www.sportsmanagementhandbook.com
PIC: ©
WWW.SHUTTERSTOCK.COM/KEN DURDEN
Page 1 |
Page 2 |
Page 3 |
Page 4 |
Page 5 |
Page 6 |
Page 7 |
Page 8 |
Page 9 |
Page 10 |
Page 11 |
Page 12 |
Page 13 |
Page 14 |
Page 15 |
Page 16 |
Page 17 |
Page 18 |
Page 19 |
Page 20 |
Page 21 |
Page 22 |
Page 23 |
Page 24 |
Page 25 |
Page 26 |
Page 27 |
Page 28 |
Page 29 |
Page 30 |
Page 31 |
Page 32 |
Page 33 |
Page 34 |
Page 35 |
Page 36 |
Page 37 |
Page 38 |
Page 39 |
Page 40 |
Page 41 |
Page 42 |
Page 43 |
Page 44 |
Page 45 |
Page 46 |
Page 47 |
Page 48 |
Page 49 |
Page 50 |
Page 51 |
Page 52 |
Page 53 |
Page 54 |
Page 55 |
Page 56 |
Page 57 |
Page 58 |
Page 59 |
Page 60 |
Page 61 |
Page 62 |
Page 63 |
Page 64 |
Page 65 |
Page 66 |
Page 67 |
Page 68 |
Page 69 |
Page 70 |
Page 71 |
Page 72 |
Page 73 |
Page 74 |
Page 75 |
Page 76 |
Page 77 |
Page 78 |
Page 79 |
Page 80 |
Page 81 |
Page 82 |
Page 83 |
Page 84 |
Page 85 |
Page 86 |
Page 87 |
Page 88 |
Page 89 |
Page 90 |
Page 91 |
Page 92 |
Page 93 |
Page 94 |
Page 95 |
Page 96 |
Page 97 |
Page 98 |
Page 99 |
Page 100 |
Page 101 |
Page 102 |
Page 103 |
Page 104 |
Page 105 |
Page 106 |
Page 107 |
Page 108 |
Page 109 |
Page 110 |
Page 111 |
Page 112 |
Page 113 |
Page 114 |
Page 115 |
Page 116 |
Page 117 |
Page 118 |
Page 119 |
Page 120 |
Page 121 |
Page 122 |
Page 123 |
Page 124 |
Page 125 |
Page 126 |
Page 127 |
Page 128 |
Page 129 |
Page 130 |
Page 131 |
Page 132