Nicky McMillen--- Guest Service Extraordinaire
Welcome to my senior internship portfolio! My name is Nicky McMillen and I am a graduate of the University of Utah's Parks, Recreation and Tourism program. My emphasis of study is Hospitality Management. Hospitality is defined as an interaction between a host and a guest. I could not think of a place I would rather complete my senior internship than on the University of Utah campus at Rice Eccles Stadium and The John M. Huntsman Center. My position as the guest services intern was a great experience that helped expand my skills and prepare me to begin the career of my dreams. As the guest services intern I worked directly below ten year veteran of the field, Dave Wakefield. Dave and I ran the department for the 2014/2015 season. Dave was a great supervisor that gave me the freedom and direction to be successful in the position. I was directly responsible for the orientation, scheduling, payroll and any miscellaneous questions from our staff of 160 ushers and ticket takers. I was also given the opportunity to contract our security, medical and police staff for various events throughout the semester. Dave was busy traveling for business this semester which gave me the opportunity to directly manage our staff and guest services efforts for multiple events. In these circumstances I was faced with several challenges to fufill and exceed guest needs.
Follow me through this portfolio featuring artifacts from my experience as well as detailed explanation of my work experiences.
Follow me through this portfolio featuring artifacts from my experience as well as detailed explanation of my work experiences.
Internship Artifacts
Below are four examples of original work that I have completed in my internship that are a good example of skills I have acquired that will be helpful in my future career. I think these artifacts display the well rounded experience I had in working for the guest services department at the University of Utah's Rice Eccles Stadium and John M. Huntsman Center.
Here Is an example of one of the documents I made for each event to inform my staff on the arena and the event taking place. I would use adobe illustrator to edit this document to make any necessary changes. This document was a valuable piece in communication from each department directly down to my Usher and Ticket Taker Staff. I put this first because my experience taught me that one of the most important aspects of management is communication. I would use this document to go over all pertinent information with my staff in our pre-event meetings.
Here is a copy of the sign in sheet/ Deployment sheet that I make for every event. This sheet is built for employees to sign in and out so that I can keep track of their hours and add them to the electronic time card program called KRONOS and is also where the employees find out where they will be positioned for the event.
This is an example of the deployment sheet I make for every event by linking cells with the sign in sheet. The Deployment sheet is used by supervisors to track where employees are and the check off employees when they have had their breaks.
Here is an example of an invoice that I make after payroll is completed for all ushers at every event. This bill is then sent over to the athletics department/ event planner to pay for staff used at their events. This is featuring our billable rate creating a profit margin between the "Actual" and the "Billable" invoices.
Here is a copy of my hour log from the second semester internship at Rice Eccles Stadium and the John M. Huntsman Center.