Issue link: http://read.uberflip.com/i/599904
STARRINKS.COM NOVEMBER.DECEMBER.2015 / 21 1. First Impressions Matter We've all been told not to judge a book by its cover. That's much easier said than done. Overcoming a first poor impression is one of the hardest things to do. A first impression is made up of a few different elements: appearances, body language, verbal communication and your overall demeanor. How you handle your- self during a first meeting is incredibly important to how your customers and cli- ents are going to feel moving forward. What types of impressions do you make at the rink? Are you the unap- proachable curmudgeon that everyone is afraid of? Are you the manager that comes in early and puts in 7-8 hours in the office but never sees a customer? Or are you the friendly greeter that wel- comes everyone into the building as if it's his or her second home, too? You only have one chance to make a first impression, and first-time meetings are as common as ice at an arena. At a commu- nity rink, newcomers are seen in that new mite and 8U family. At the college arena, there's a new freshman class each year. With new families and customers coming all the time, you are always making a first impression—be sure it's a good one. 2. Dress for Success "Dress for the job you want, not the job you have." How many times have we all been told this? It may be one of the oldest clichés in the book, but it speaks volumes. If you are in arena operations, you can dress up and still do your job. It may mean that you invest in some coveralls to wrench on the ice resurfacer, or having another change of clothes at the arena, but it doesn't mean you should come to work looking like a slob. You do not want to interact with the public in clothes that are tattered, stained or covered in grease if you can avoid it. As an arena manager, you may have to jump in from time to time and get your hands dirty, but you should be dressed for success most of the time. In most facilities this is business casual. I define that as a button-down shirt, khaki pants and dress shoes. If you are in management, casual Friday may mean jeans, but it also means you still wear a shirt with a collar, not flip- flops and a t-shirt. If you look like you can carry yourself in a professional situation, people will believe you can. 3. Arena Appearance Being a professional starts with the core functions of the job: having a safe and clean facility with a properly maintained ice sheet. When people come in and see a messy arena full of clutter and chaos, it's not likely that they are going to be eager to come back. Just like dressing yourself in a present- able manner is important, your rink needs to look its best, too. Make sure trash is picked up off the tables, from the stands and from the floor. Try to have a con- trolled chaos if there is an open skate, and each offseason take the time to address areas of the arena that need repair or repainting. A welcoming arena is not only comfortable to your guests, but it shows you're taking care of the extra details. 4. Be Willing to Learn You know it all, right? While there likely are a few manag- ers and members of staff out there who truly believe this, odds are most of us are aware that we aren't know-it-alls in this industry. The best way to show this and be a great professional is by present- ing a willingness to learn. In my earlier days I felt that I knew all that I could know about an ice arena. Today, I honestly am excited to learn more. The more I learn, the less I think I know. Never stop learning. Whether it is getting your STAR certification, reading RINK Magazine and professional journals, or networking with other professionals, your goal should be to be a lifelong learner. Seek out other sources for information. Look to publications that are written for parks and recreation, amusement parks, or even the restaurant industry to gain insight to areas within your profession. "IF YOU ARE IN MANAGEMENT, CASUAL FRIDAY MAY MEAN JEANS, BUT IT ALSO MEANS YOU STILL WEAR A SHIRT WITH A COLLAR, NOT FLIP-FLOPS AND A T-SHIRT. IF YOU LOOK LIKE YOU CAN CARRY YOURSELF IN A PROFESSIONAL SITUATION, PEOPLE WILL BELIEVE YOU CAN."