GoLocal Worcester PowerPlayer: Sandra Dunn
Wednesday, April 15, 2015
What have been your biggest accomplishments with the DCU Center as general manager?
While I could rattle off a list of high profile events that we have lured to the facility over the years and our success in ensuring that they were a resounding success, I would have to say that I believe my biggest accomplishment is the incredible staff that has been assembled over the years. On all levels, the individuals who work here are committed to providing a safe and friendly environment for all our guests on a daily basis. Our operation involves long hours, seven days a week, 365 days a year and they remain committed every day no matter what obstacles may be put on their path. On the executive level, we have some of the best people in the Arena and Convention Center industry with years of experience. They are highly respected in the industry and often sought out for their counsel and expertise. In addition to their commitment to the facility and the City of Worcester, each one contributes to the greater community with volunteer time – in their churches, schools, youth sports leagues, charities, and various business initiatives. I am proud of them both on and off the field.
What is the most challenging aspect of running an arena like the DCU?
There are a lot of moving parts on any given day. We have 45 full time employees and 750 part time employees. Making sure that everyone is in the right place at the right time to ensure the highest success of an event is the most challenging. For all the planning that takes place, in the live event world, there is always something that changes and the staff needs to be nimble enough to respond to those changes. While it is the most challenging aspect, it is also the most exciting part of the industry.
After all of these years working with the DCU Center, what has been your favorite event?
I wouldn’t say that I have a favorite event but the most memorable was certainly the Memorial Service for the Fallen 6 Firefighters. It comes to my mind often even to this day. No event has ever moved me in the way that this one did. These facilities are about people coming together to share an experience – that event brought the entire city and region together to remember 6 brave men and what their families had sacrificed.
During your time as general manager, the DCU has undergone immense changes. Starting in the summer of 2009, the center participated in a multi-year capital improvement project that has included replacing the ice surface, redesigning the box office pavilion, and expanding the concourse, among many others. Can you talk to us a bit about the transformations the DCU has experienced under your management?
The City of Worcester has always been committed to keeping the facility in great shape and as a showpiece for the City and all of Central Massachusetts since it opened in 1982. While regular repairs, maintenance, and a variety of updates had taken place, the original design of the facility was very dated. The City took the opportunity to completely redesign the entrance of the facility and add a glass façade along the front of the facility. It now has a much more contemporary feel and a better connection to the pedestrian traffic around the facility. Previously we felt like a bunker in the middle of the City, now we are connected to the environs. We’ve had terrific feedback on the redesign and the improvements which were made. At the same time, there was a doubling of restroom facilities, updates on many older pieces of mechanical equipment, and the addition of suites and a lounge space. All of the improvements were well thought out and provided for reductions in utilities, increased revenues, and an enhanced patron experience. There are additional phases to be accomplished. These are under development now.
This year it was announced that the Worcester Sharks will be moving out west to San Jose – sad news for hockey fans in Worcester. There has been speculation that the Bruins farm team may be moving up from Providence to Worcester. Can you talk to us a bit about this possibility?
The Providence Bruins are highly successful in Providence and I would be very surprised to hear that they would want to make any moves at this time. That being said, we are staying in regular contact with League officials at both the AHL and the ECHL to pursue future opportunities for the City.
Can you describe a day in your life?
In this business, that would be ever changing. As I mentioned earlier, we have nearly 800 individuals working here. I have 7 individuals who report to me directly on various aspects of the facility. On any given day, I try to check in with each of them. On an event day, much of the time is filled with the needs of the artist or promoter who is on site or final preparations to welcome fans for an event. On a non-event day I spend much of my time on the computer and phone connecting with promoters, agents, event producers, various corporate divisions, and my peers managing other SMG facilities. Summer tends to be a bit quieter which is when we focus on strategic planning and special projects.
What is your favorite restaurant in Worcester?
Many. I have my regular favorites depending on what the occasion might be. A business lunch or dinner would be 111 Chophouse; Sole; or Via. A fun night out for business or pleasure would be Bocado; Mezcal; or Smokestack Urban Barbecue. I do my best to try and visit every new restaurant that comes on line at least once in the first couple of months so that I can refer visitors from our facility depending on the type of food and atmosphere that they prefer. We have so many wonderful hidden gems and ethnic restaurants in the City -- so many places to indulge and so little time.
Who are your heroes?
My answer to this would probably be different depending on when I am asked – I’ve certainly had many people that I have admired and been fortunate to have in my life over time – husband, parents, industry mentors. But at this moment my mind would go to my brother Scott. He has had some very serious health issues over the past 4 years. These issues have led to devastating personal and financial circumstances. To see someone bear up under those circumstances is amazing but he has even met them with good humor and charity. I don’t know if I would be able to do the same under his circumstances. Today, he is my hero.
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