I have had the opportunity to work on the fan services side for a few games. Although throughout the week I am answering phones and dealing with mainly season ticket members, I was able to also deal with fans and game day staff members. The guest services side of our department deals with the staff members that come in and work events at the stadium. During this time, I helped overview the staffing and scheduling. This was completely different from what I was used to in the office. After the first day, I started to enjoy the running around and being hands on with things versus my usual being stuck to my desk with phone in hand at all times. Although there is definitely desk work involved in the guest services side of this department.
I was able to assist in the redevelopment of how to print and provide our game day staff with their name tags. Before we started the process of making the name tags, we created a survey on “Survey Monkey” that allowed employees to request a nickname or preferred name. This survey was accessible to each and every employee, allowing us to receive a large influx of response from our staff. Once the names are changed in a spread sheet, we were able to start the process of creating the name tags. This plan involved a mail merge that automatically filled in the correct name and year in which the employee started working for the Philadelphia Eagles.
Along with the name tags, we had to print out labels of the employee’s first name, last name, and year they were working so we were able to match the correct person with the correct supervisor. This plan made for a smoother, more productive way of completing the task assigned for the next group of interns or full-time employees that will work in the office. Since the Philadelphia Eagles hire hundreds of employees/interns to work events each season, this will come as a huge help, specifically for the on boarding process. This is such a big process because each year there are people that have to take leave from the Philadelphia Eagles which means we have to hire around 200 new employees to come work for us the following season. This process is so important because it makes it a little easier to get everything printed and ready for the new class coming in. Below you can see all of the information needed to create the name tags, export all the information and merge them onto a word document to keep record of.
Now one unique thing about Lincoln Financial Field is hosting the Temple Owls for all of their home game days. My first game day experience came with a lot of excitement but also a lot of nervousness. That game day I will never forget because I got pull aside by one of my bosses. I was pulled aside due to doing something I should not have and to this day, even though it is something I still wish would have never happened, one great thing did come of this mishap. I was talking to that same person and they told me how much I have grown since that day. I had worked so hard to redeem myself and make myself better in the work place, and no matter how tired or exhausted I have been some days I continue with a smile on my face all to prove myself. One thing I have learned, that I will keep with me forever, is knowing that we all make mistakes, but the only way to come out on the other side is to learn from those mistakes and continue to improve from that point on.
Another situation we deal with time and time again on the guest services side of things are ticket scams. One time we had an issue with staff members allowing fans into the gate without having a ticket that successfully scanned. Now handling the aftermath of this situation was a huge ethical decision to make and it was something that had to be made by my bosses. That of course was what was the proper way to deal with the employees who allowed this ticket scam to occur. This situation taught me about important decisions that need to be made. I have learned so many things while working on the guest services side of things and that situation specifically made me see how things should be properly handled. This is something I learned throughout my classes such as Ethics in Sport and Entertainment Business, but this was something I was truly able to understood to the fullest by seeing the situation play out right in front of me.
A good example of when you are faced with an ethical dilemma is when your team is faced with a new head ball coach. Now during the fall semester of my senior year at the University of South Carolina our head ball coach, Steve Spurrier, ended up leaving us half way through the season. This caused chaos amongst some very brutal opinions on our former coach but also speculation of who may be taking over the head ball coach position. Once they announced Coach Muschamp towards the end of that year there was definitely a mixed review on that decision. For my ethics class I decided to take on that topic of choosing Coach Muschamp as our new HBC. I actually really enjoyed writing it and funny enough I have now found myself working for an NFL team with a brand new rookie coach, Doug Pederson. I feel like the discussions in class prepared me for the kinds of discussions I have in the office and on the phone with fans about our rookie coach. Below you can find my essay on Coach Muschamp as the new head ball coach for the University of South Carolina.
Ethics Essay on Coach Muschamp
My classes prepared me for all kinds of different scenarios and has taught me a lot about the sports industry, but I feel as though I learn that much more being thrown into the mix of things. I think the best way of learning is being hands on and handling situations one on one. I have worked with so many great superiors that have inspired me to work even harder so I may one day become a coordinator, manager, or even a director.
Mackenzie Williams 