Bob Quigley is a recognized facility management professional, with over 40 years of progressive experience specifically in the management of multipurpose athletic facilities. This includes 18 years as General Manager of a very busy 125,000sq ft. facility with upwards of 1,000,000 entrances per year. Bob graduated from university with a Degree in Sport Science and Administration and is considered among his colleagues, a specialist in revenue generation and facility cost recovery. He has presented at numerous conferences, including the Athletic Business Conference and Tradeshow in Orlando and San Antonio, many regional conferences and even the Bingo World Conference and Tradeshow in Las Vegas. COVERMASTER® has asked Bob to provide our readers with some valuable tools and personal examples of unique situations relating to his management experience and consulting on multipurpose facilities.

IMPORTANCE OF THE #2 PERSON IN THE OPERATION OF MULTI-PURPOSE FACILITIES

My name is Bob Quigley and I appreciate you taking the time to read my seventh blog here at Covermaster’s Tips From the Pros. My topics center around the operation of multi-purpose facilities. In this, my seventh installment, I would like to discuss a topic that I feel is extremely important in every multi-purpose facility and that is the importance of the #2 person.

In almost every department, in every facility, there is a #2 position that performs a critical role in the operation of that facility, leading to excellent customer service, product merchandizing and inventory sales.

You know that person. Yup! Good ol' steady Jane or Eddy, who covers for #1 when he/she is not there. This can be the lesser desired shifts,…no 9-to-5 for #2, covering for #1’s vacations, covering for department employees who calls in sick for shifts etc. You know, the person left holding the bag who ultimately is a “spoke in the wheel” every bit as important as #1 but always rates second. #2 rates second in department remuneration, second in shift choices, second in vacation choices, that is if they have vacation. #2s are often taken for granted because #2s are always there to step up to the plate. One can quickly come to the conclusion that #2s are hard done by, treated unfairly, more valuable than valued in the organization. This may be true in many instances but a good organization with a good understanding of human resources can totally turn this situation around in their favor for both the organization and the employee.

First off, not all #2s want to be #1s. They have their own characteristics and don’t necessarily fit the bureaucratic nature of the #1 position. They are often long-term employees. What they do want is to be is valued in the organization for how valuable they are in their role. As do #1s, a really good departmental #2 is often self-actualized by the recognition they receive for the quality of the work their department achieves. As a result of this, good #2s are extremely valuable because they train their staff to a high degree of excellence, through a hands-on.

approach, most often, leading by example. During the pandemic, good #2s were often more sought after than #1s. Many changed jobs not only because of the pay increase but because they were recognized for being excellent #2s.

It takes all employees in your organization to perform well in their positions to achieve excellent customer service. If you read my previous articles, you know I put a lot of emphasis on inventory sales through merchandizing, and customer service. It is great to mouth those clichés, but it is more important to have rock solid employees like #2s that can lead in the delivery of the product so customers can have excellent service, and the facility merchandized, all leading to inventory sales.

Posted April 18, 2023