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Ohio Football Topic
Topic: The Tower Experience
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SBH
9/6/2016 8:30 AM
First off, I want to laud Pete Chateau for pointing out the safety issue surrounding police officers who were directing traffic without reflectors or flashlights. They were invisible out there and we're lucky no one was hit.

I've held my tongue on the concessions experience in the Tower for several years. ONE employee taking/filling orders while three-four "assistants" dither in the background -- at one point all four were dealing with some sort of jam in the pretzel toaster. Needless to say, we consistently had a line of 20 people snaking through the hallway. Furthermore, how about some signage to explain where the line is supposed to form?

Next, the menu board clearly indicates that coffee and/or hot chocolate is available. So, imagine my disappointment - after waiting in line for 15 minutes - to learn that "Oh, we forgot to make coffee today." I was assured that they'd make a pot in the next 15 minutes or so. Never happened.

And finally, why close the stand with 12:30 left in the THIRD QUARTER?!! Highs school concession stands put us to shame.

Terrible service/experience.
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GoCats105
9/6/2016 8:34 AM
SBH wrote:expand_more
First off, I want to laud Pete Chateau for pointing out the safety issue surrounding police officers who were directing traffic without reflectors or flashlights. They were invisible out there and we're lucky no one was hit.

I've held my tongue on the concessions experience in the Tower for several years. ONE employee taking/filling orders while three-four "assistants" dither in the background -- at one point all four were dealing with some sort of jam in the pretzel toaster. Needless to say, we consistently had a line of 20 people snaking through the hallway. Furthermore, how about some signage to explain where the line is supposed to form?

Next, the menu board clearly indicates that coffee and/or hot chocolate is available. So, imagine my disappointment - after waiting in line for 15 minutes - to learn that "Oh, we forgot to make coffee today." I was assured that they'd make a pot in the next 15 minutes or so. Never happened.

And finally, why close the stand with 12:30 left in the THIRD QUARTER?!! Highs school concession stands put us to shame.

Terrible service/experience.
How in the hell does Ohio plan on improving the gameday experience or building a fan base if stuff like this is still happening?
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OhioStunter
9/7/2016 1:11 PM
Wouldn't all of this fall under Sports Administration and aren't we supposed to have a top-level program at Ohio?

I don't see this as a few nitpicky random complaints as there seems to be a pattern of fan disappointment when it comes to the gameday experience with traffic, parking, tailgating and concessions. Many of which should be relatively fixable with the right attention paid to them.
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Monroe Slavin
9/7/2016 5:06 PM
How much would it cost to remedy these problems of no coffee and not enough servers and the like? This isn't something for which thousands or tens of thousands must be obtained through a donation drive.

This is horrible service. This is horrible business.

This is perfectly designed to alienate the fan base.


This is not me being annoyed at the coaching. This is the good business sense me...the guy who's appalled in the era of good-service-died-30-years-ago when stores don't have the cash register covered, when I want to give my money to the vendor but they aren't geared to accept it!
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Lande71
9/7/2016 5:13 PM
OhioStunter wrote:expand_more
Wouldn't all of this fall under Sports Administration and aren't we supposed to have a top-level program at Ohio?

I don't see this as a few nitpicky random complaints as there seems to be a pattern of fan disappointment when it comes to the gameday experience with traffic, parking, tailgating and concessions. Many of which should be relatively fixable with the right attention paid to them.
Wouldn't this ultimately fall under the AD? I would think he should be making sure those people under him in charge of this are getting the job done! Apparently they are not.
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Monroe Slavin
9/7/2016 5:57 PM
From the perspective of one involved in business...especially retail...yeah, you better be out there on the ground walking about, finding out what the customers are experiencing.

100%
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OhioStunter
9/7/2016 7:03 PM
11 years and still no Maxwell House Championship.
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Toast
9/8/2016 12:56 PM
But we got Frank!

OhioStunter wrote:expand_more
11 years and still no Maxwell House Championship.
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cc-cat
9/8/2016 12:57 PM
And the SFB (Simple Food Beverage) people will continue to give the concessions a free pass because it is so much better than the Knorr years. I was the biggest proponent of the Tower concessions when they first started, but you can't ignore the downward slide, especially over the past 35 months. The definition of insanity people.
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Monroe Slavin
9/8/2016 2:49 PM
cc--My Man!
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OUcats82
9/8/2016 3:56 PM
https://www.youtube.com/watch?v=7TEfSAu-TO0

I know that there is not an unlimited pot of money sitting in The Convo but it does seem like a lot of things involving athletics is pretty bush league. Things like proper, professionally printed signage, actually having the drinks you are displaying as available actually available, providing refreshments for the entire game....that's basic guest service and hospitality.

I guess the athletic department is just that strapped for cash that they can't host events properly?
Last Edited: 9/8/2016 4:02:31 PM by OUcats82
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Monroe Slavin
9/8/2016 4:39 PM
Maybe if the University offered a Sports Administration program this wouldn't be so dire.
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BillyTheCat
9/8/2016 7:27 PM
OUcats82 wrote:expand_more
https://www.youtube.com/watch?v=7TEfSAu-TO0

I know that there is not an unlimited pot of money sitting in The Convo but it does seem like a lot of things involving athletics is pretty bush league. Things like proper, professionally printed signage, actually having the drinks you are displaying as available actually available, providing refreshments for the entire game....that's basic guest service and hospitality.

I guess the athletic department is just that strapped for cash that they can't host events properly?
All vending rights are given up to a 3rd party, not sure how much control athletics has in this realm.
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Monroe Slavin
9/8/2016 8:37 PM
I'd think we'd be able to set minimal standards of performance such as 'actually have what is stated as for sale' and 'have it available before the game and through its completion'....that sort of stuff.
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Speaker of Truth
9/8/2016 11:26 PM
OhioStunter wrote:expand_more
Wouldn't all of this fall under Sports Administration and aren't we supposed to have a top-level program at Ohio?

I don't see this as a few nitpicky random complaints as there seems to be a pattern of fan disappointment when it comes to the gameday experience with traffic, parking, tailgating and concessions. Many of which should be relatively fixable with the right attention paid to them.
I think the sports administration program you're talking about is the degree program, they wouldn't have any influence here. That's like blaming the accounting degree program for the school going over budget.
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Monroe Slavin
9/9/2016 12:17 AM
Huh? Shouldn't OHIO sports be hands-on experiences for Sports Ad students?

To help our programs and to educate the participants.
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Ted Thompson
9/9/2016 10:49 AM

Monroe Slavin wrote:expand_more
Huh? Shouldn't OHIO sports be hands-on experiences for Sports Ad students?

To help our programs and to educate the participants.


 

They are involved in many parts of the gameday operation. But there are only so many of them. As Billy indicated earlier, concessions are contracted out and aren't one of them. Concessions, by far, is the most underperforming aspect of the gameday experience. Someone, I would assume someone in the Athletic Department, needs to manage them to their SLA. 

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spongeBOB CATpants
9/9/2016 11:37 AM
Coming from a Sports Admin undergrad, both degree programs are involved in gameday operations for pretty much any sport. The grad program is more heavily involved and hold positions with more responsibility.

Neither program is involved in concessions at all. Some jobs that an undergrad would have includes ushers, general security, maybe some ticket window duties, things like that. I believe the graduate program would be involved with the more "behind-the-scenes" operations.
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MedinaCat
9/9/2016 12:21 PM
Ted Thompson wrote:expand_more
Huh? Shouldn't OHIO sports be hands-on experiences for Sports Ad students?

To help our programs and to educate the participants.

manage them to their SLA.
I was thinking the same thing. There should be some metrics that the vendor is accountable to...if not, that is on Athletics and/or procurement.
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OhioStunter
9/9/2016 12:24 PM
spongeBOB CATpants wrote:expand_more
Coming from a Sports Admin undergrad, both degree programs are involved in gameday operations for pretty much any sport. The grad program is more heavily involved and hold positions with more responsibility.

Neither program is involved in concessions at all. Some jobs that an undergrad would have includes ushers, general security, maybe some ticket window duties, things like that. I believe the graduate program would be involved with the more "behind-the-scenes" operations.
Thanks for that info. Any sports administration program that doesn't prioritize frontline customer service is not going to be a good sports administration program.

Not having either program involved in that aspect of the gameday experience is a big, big mistake that could cost them fans/revenue judging by the temperature on this board of hardcore fans.
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Panda
9/9/2016 3:02 PM
The concessions are run by the Ohio University Food Service. I am not sure, but the profits go to food service with a % to the athletic department. I agree that it is poorly run and the employees have no incentives.

I went to the end zone pavilion and this is not a cheap venture. I did not know what to expect, but there are not enough tables to seat the visitors. So one stands and looks out on the field. Not sure who provides the food but it is much better than the regular concessions. So spending $27 for 2 people was worth the quality and quantity.
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Monroe Slavin
9/9/2016 3:49 PM
spongeBOB CATpants wrote:expand_more
Coming from a Sports Admin undergrad, both degree programs are involved in gameday operations for pretty much any sport. The grad program is more heavily involved and hold positions with more responsibility.

Neither program is involved in concessions at all. Some jobs that an undergrad would have includes ushers, general security, maybe some ticket window duties, things like that. I believe the graduate program would be involved with the more "behind-the-scenes" operations.
I'd hope that our Sports Ad people would be more involved in the administrative/management functions (more than just being ushers, general security, etc)!

Ushering and security as the prep for a professioal career? Maybe for a month or so only....
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spongeBOB CATpants
9/9/2016 4:42 PM
Monroe Slavin wrote:expand_more
Coming from a Sports Admin undergrad, both degree programs are involved in gameday operations for pretty much any sport. The grad program is more heavily involved and hold positions with more responsibility.

Neither program is involved in concessions at all. Some jobs that an undergrad would have includes ushers, general security, maybe some ticket window duties, things like that. I believe the graduate program would be involved with the more "behind-the-scenes" operations.
I'd hope that our Sports Ad people would be more involved in the administrative/management functions (more than just being ushers, general security, etc)!

Ushering and security as the prep for a professioal career? Maybe for a month or so only....
All undergrads are required to complete a certain amount of practical hours to complete their degree. These hours can come from a variety of sources depending on what the student is interested in getting into. A lot of students wish to get into facility management and this is just part of starting out. Students have options other than this. I helped the SID crew for Vball and Fball and some field hockey as well.
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SBH
9/9/2016 5:49 PM
I have a friend who essentially "ran" Gund Arena for several years. She made her staff work the concession stands, usher stations and other front-line positions multiple times each year to better understand the customer experience. I welcome our AD to do the same. I'm not even asking him to experience the godawful lines and poor service during the first half. He can simply come down from the fourth floor to enjoy a Coke and a hot dog...let's say with 12 minutes remaining in the third quarter. That'll open his eyes.
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Diamond Cat
9/9/2016 8:23 PM
SBH wrote:expand_more
I have a friend who essentially "ran" Gund Arena for several years. She made her staff work the concession stands, usher stations and other front-line positions multiple times each year to better understand the customer experience. I welcome our AD to do the same. I'm not even asking him to experience the godawful lines and poor service during the first half. He can simply come down from the fourth floor to enjoy a Coke and a hot dog...let's say with 12 minutes remaining in the third quarter. That'll open his eyes.
We finally have Coke, SBH? If I missed that last week, shame on me. Pepsi always outspends Coke in buying business so I assumed they still had the OHIO contract. Please tell me we have Coke?
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