We always put our clients first & are proud to deliver customized venue services that produce results
New general manager named for Kovalchick Complex
Seminole Theatre: South Dade's Hot Spot for the Performing Arts
IUP Selects Pinnacle Venue Services To Manage Kovalchick Convention And Athletic Complex
Every venue, market, and venue owner is unique; each has different characteristics, missions and goals. Therefore, Pinnacle Venue Services believes each venue requires and deserves customized strategies and solutions to maximize its success. This customized approach is our core principle.
The PVS team has decades of experience addressing and solving every challenge a venue might face. PVS will work with venue owners and operators to develop customized solutions and provide services that will have the greatest impact and value. Individual services or a combination of services is often the best solution for venues facing challenges. PVS offers management services that include:
As today’s venues compete for consumer dollars, the increased focus on the guest experience is crucial for any venue, regardless of the uncontrollable aspects of hosting events. While venues cannot control the score of a game or the quality of a show performance, the controllable aspects such as staff interaction, venue presentation, and the overall security of fans are critical to the overall experience of the guests. The PVS assessment provides a comprehensive report by evaluating a venue’s overall front of house operation including the safety and security of the guests. The PVS Front of House & Security Assessment is custom tailored for each potential venue, including arenas, stadiums, theaters, or festivals of any size.
What the PVS Front of House & Security Assessment Does
The PVS Front of House & Security Assessment evaluates the aspects of the guest experience that are controllable in an effort to help venues improve operational efficiency. We will prepare a venue score by category assessing the venue’s front of house and security operations from the perspective of experienced venue operators. Unlike other secret shopper programs, PVS employees are veteran venue managers with over 65 years of combined experience in operating and managing sports and entertainment venues. Our extensive venue experience allows us to analyze and provide detailed insight on the overall operation from a venue manager's point of view. Our program not only provides a detailed analysis of the guest experience at each venue, but also provides recommendations on how to improve operational efficiencies in your front of house and security operations.
The PVS Front of House & Security Assessment can be completely customizable to focus on areas of concern or can be all-encompassing to give a venue an understanding of the guest’s experience from the start of the night to the end of the night. The ‘driveway to driveway’ experience will provide detailed information about interactions with the following areas of operation:
Patron Flow Ingress/ Egress
Security Box Office & Ticketing
Usher Staff Ticket Taking
Concessions Staff Guest Services
Merchandise Areas Food Presentation
Venue Cleanliness Venue Presentation
PVS Event Booking Services are aimed at enhancing the existing event schedule of your venue. Our typical clients include venue owners AND management staff. We will work with the existing management team to enhance the event schedule, while not competing with existing promoters and events. These services are applicable for all types of venues including:
PVS will not just give advice on how to be more successful booking events, we will secure events for our clients. PVS can provide all the services necessary for a successful event:
Establish booking goals that meet the clients’ objectives
Clearly understand the market’s demographics and demand for events
Create an aggressive event booking campaign aimed at attracting new high profile events with a diverse schedule for all market segments
Secure an event promoter (if necessary)
Event Production coordination
Event Financial settlement
Assist with marketing and promotions to maximize ticket and sponsorship sales
Develop strategies to increase ancillary revenue streams to maximize event profitability
Once an event is booked, maximizing ticket sales becomes the magnet for future events. PVS will work with the management team to develop marketing initiatives that promote ticket sales and attendance to create profitable events and, therefore, develop repeat business. These initiatives include developing:
• Media partnerships that produce promotional support that drives ticket sales
• Customer database development to market future events to potential ticket buyers
• Social media campaigns
• Public relations plans
Over the last several years, effective service contracts have played an increasingly critical role in determining the success of a venue. The Pinnacle Venue Services team has decades of experience negotiating and managing service agreements in a variety of venues.
Ticketing Services Contract and Operation Evaluation
No segment of the sports and live entertainment industry has had more dynamic change over the past decade than ticketing. A venue’s ticketing operation is on the front line of communications with customers and has become possibly the most effective marketing tool for the venue and its tenants. PVS has extensive experience in managing ticketing operations and will review your ticketing operations to maximize its efficiency and profitability. If your ticketing agreement is expiring, PVS can coordinate your selection process and negotiate with a selected ticketing service provider.
Food & Beverage Contract and Operation Evaluation
Customers’ expectations of food and beverage at sports and entertainment venues has drastically changed over the past 15-20 years from menus to pricing. PVS will review your food and beverage operations to ensure that it exceeds your customers’ expectations and maximize its revenue generated.
Additional Service Contract Evaluations and Recommendations
In addition to ticketing and food and beverage agreements, PVS can review the following service contracts:
The pre-opening phases of a new venue can be the most complex and most critical for future success. The venue and event industry is constantly evolving and having an efficient and functional design will have a life-long impact on the venue. Whether it is creating revenue opportunities, minimizing operating costs, ensuring that a variety of events can be hosted efficiently, or maximizing customers’ experience, the pre-opening phases of a venue are where it all starts.
The Principals of Pinnacle Venue Services have first-hand experience leading a variety of venues through design, development, construction and grand opening. We work with clients to assist them in achieving their operational and financial goals for their venues.
Some of the pre-opening services Pinnacle Venue Services provides are:
• Operational design review
• Financial forecasting and budgeting
• Event booking and scheduling
• Review of food & beverage operations and service providers
• Review of ticketing operations and service providers
• FF&E list review and development
• Premium seating analysis
• Operational policy development
• Safety, security and emergency procedures review and development
• Venue marketing
• Grand opening coordination
With well-publicized violence, severe weather and accidents in a variety of public venues, and ongoing political unrest, it is imperative for all public assembly venues to have an up to date comprehensive Venue Emergency Response Plan (VERP) to ensure the safety of the customers at a venue. Additionally, given the media coverage of these events, a venue without a proper VERP will have no excuse for not being prepared and may have significant legal exposure.
A comprehensive VERP will reduce risk, provide a safe environment for the venue’s customers and staff and reduce the owner’s exposure to litigation.
PVS will provide and/or coordinate:
The sports and entertainment industry is constantly changing and, therefore, venues need to be always adapting to be successful. Operation assessments are often necessary to ensure a venue is operating as efficiently as possible. Operation assessments include a review and recommendations in a variety of areas:
Upon completion of the assessments, PVS can create a customized comprehensive Operations Manual that will be a guideline for the venue’s staff for providing quality management and service.
As venue operators PVS understands that an accurate feasibility study will have a lasting impact on the long term success of any project. It is important that the event assumptions used to create the feasibility are ‘real world’ and current with today’s event industry.
To obtain accurate projections based on researched data, we will perform the following:
Front of House & Security Assessments
Event Booking Services
Service Contract Evaluation
Emergency and Security Procedures & Policy Development
Interested in working with us? Send us a message and let us know how we can assist you.
Santa Anita Park
Virginia State University
National Basketball Association | NBA
Seven Venues Chrysler Hall
Convention and Athletic complex | Indiana University Of Pennsylvania
customized services that produce results
We provide the following premier services:
• Management Services
• Event Booking Services
• Operations Assessments
• Front of House & Security Assessments
• Emergency and Security Procedures & Policy Development
• Service Contract Evaluation
• Pre-Opening Services
• Feasibility Studies
All of Our Services
Pinnacle Venue Services was founded by venue industry veterans Doug Higgons and Tom Paquette in November 2014. It was founded with the belief that there is a need in the industry for a company that truly puts clients first. Pinnacle Venue Services has one simple goal—to provide venue owners and operators customized services that produce results and address their clients’ needs.
Both Higgons and Paquette have over 20 years of experience in the public assembly venue industry managing or overseeing a variety of venues including arenas, theaters/performing arts centers, stadiums, convention centers and expo halls.
We provide services that make a difference, whether it is securing entertainment content, identifying and correcting operating inefficiencies, or designing and implementing emergency procedures and policies and providing the critical staff training. Our services produce tangible results.
Pinnacle Venue Services is committed to providing customized solutions for its clients. We listen to our clients and provide services that are appropriate based on their goals.
We have a team of successful industry veterans and strategic partners that have a myriad of experience in addressing every challenge faced by venues. We can help make venues more profitable, efficient, and safer for their customers and employees. We look forward to using these resources to help our clients achieve their goals.
Tom Paquette’s 20 plus years of expertise in managing sports and entertainment venues includes serving at a variety of venue types and sizes, and hosting a myriad of events including NBA, NHL, NCAA basketball and hockey, arena and stadium concerts, national political conventions, ESPN X-Games, and music festivals. He has led arenas through construction, pre-opening and opening phases as well as major renovations projects.
He held the position of Vice President and General Manager of the AT&T Center for Spurs Sports & Entertainment, managing the arena during the 2013 NBA Finals, 2014 NCAA Men’s Basketball Tournament and the annual San Antonio Stock Show & Rodeo. Additionally, he spent 10 years as General Manager of Colonial Life Arena at the University of South Carolina guiding the arena through construction, opening and the first nine years of operation. After opening in 2002, it quickly became one of the premier university arenas in the United States and one of the most successful arenas in the southeast. Prior to moving to South Carolina, he served as the Director of Event Production at the Wells Fargo Center and Spectrum in Philadelphia.
He has also served as General Manager at the Tsongas Arena in Lowell, MA, seeing it through construction, opening and first years of operation. Before his years in Massachusetts, he served as General Manager of the American Royal Center and Kemper Arena in Kansas City, MO.
He began his venue management career as Assistant Arena Manager at the University of Tennessee’s Thompson-Boling Arena.
While at the University of South Carolina, he served as an Adjunct Instructor in the College of Hospitality, Retail & Sport Management, teaching graduate and undergraduate level courses focusing on facility and event management. Tom earned his bachelor’s degree in Business Management from St. Joseph’s University and is a graduate of the International Association of Venue Management’s School of Venue Management. He is an active member of the IAVM, serving on its initial Safety and Security Task Force organized after the events of 9/11. He is a native of Norristown, PA and currently resides in San Antonio, TX.
Michael Jones began his career in the music industry in 1969. From his experience as a touring musician and artist manager to his leadership as a concert promoter and owner of a Virginia based talent agency, Michael has experienced first hand every aspect of live entertainment. In addition to being the chief talent buyer for two amphitheaters, Michael also represents fairs, festivals, corporate buyers, performing arts centers, nightclubs, theaters, colleges, and universities.
Michael joined Cellar Door Productions in 1983 to book regional and local entertainment. Just 12 months later, he was representing over 40 clients as their primary talent buyer. After the consolidation of Cellar Door into SFX and subsequently into Clear Channel Entertainment, and then Live Nation, Michael left the newly formed conglomerate to create More Music Group in 1999.
As the head of More Music Group, Michael Jones is now responsible for providing over 1,000 events annually for his clients.
Highly regarded as one of the country’s premier talent buyers, Michael specializes in negotiating performance agreements and contracts, managing event budgets, securing production and catering, as well as handling day of show scheduling, box office management and show settlements.
With over 30 years of experience working with major agencies, Michael has established long standing relationships with agents, managers, and artists worldwide.
Michael and his family currently reside in Virginia Beach, Virginia.
Doug Higgons is a 20 plus year veteran of public assembly facility management with experience in administration, operations, marketing, booking, pre-opening services, and event operations for arenas, theaters, stadiums and conference centers throughout the United States. He has provided invaluable assistance in the design, construction, grand opening, renovation, operations, and transition phases of over 20 different arenas, stadiums, theaters, and conference centers. He has experience in numerous international events such as Olympic Games, Super Bowls, FIFA Cups, NCAA Championships, and stadium concerts.
Doug has spent close to 20 years working for Global Spectrum including the past 10 as a Regional Vice President overseeing 16 separate arenas, theaters, and conference centers for the Company, including nine universities.
Doug Higgons also served as the Deputy General Manager for the Utah Olympic Oval during the 2002 Winter Olympic Games in Salt Lake City. In this role, Doug was responsible for the daily operations of the Olympic Oval.
He was responsible for the transition of this venue to an Olympic venue and oversaw the venue operations for speed skating during the 2002 Olympic Games. He had daily interaction with members of the US Secret Service, FBI, US Military, and local law enforcement and co-authored the Emergency and Incident Response Plan for the venue, combining the needs of the athletes, guests, and staff; while keeping security as the primary concern. Doug was also involved in event services for the 1996 Atlanta Summer Olympics.
Doug is a 1992 graduate of the Sports Management program at the University of Massachusetts. He has served as an Adjunct Instructor at Old Dominion University and the University of New Hampshire co-teaching graduate and undergraduate level courses focusing on facility management. He is an active member of the IAVM, and is a graduate of the International Association of Venue Management’s School of Venue Management. He has served on the arena and university committees for IAVM. Doug is a native of Massachusetts and currently resides in Chesapeake, VA.
Frank Roach is a Senior Lecturer in the Department of Sport & Entertainment Management at the University of South Carolina in Columbia, South Carolina. He has served as director of the annual “Sport, Entertainment, and Venues Tomorrow” conference as well as Interim Department Chair. Roach accepted the academic appointment following a nearly 30-year career in live events and facility management with his last posting in the business world as Vice President of Venue Relations for industry giant Clear Channel Entertainment, now Live Nation Entertainment. Roach was President of TourVen, Inc., an entertainment management and marketing consulting firm, which provided tour scheduling, marketing, and consulting services for the highly successful “Barney’s Big Surprise” tour and to various other sports, entertainment, and venue operations. He was also a partner in Motorsports Entertainment Group. Roach founded TourVen, Inc. following a two-year stay with MCA Concerts, Inc. as Vice President of Family Entertainment, where he established and directed the family touring unit, which produced and operated “Mighty Morphin Power Rangers Live.”
Prior to his posting at MCA Concerts, Frank Roach was Vice President of Routing and Tours for Ringling Bros. and Barnum & Bailey Combined Shows, Inc., now Feld Entertainment. There, Roach booked and negotiated arena contracts for two units of the circus and four units of Walt Disney's World on Ice. All told, Roach has booked more than 25,000 performances in more than twenty countries around the world.
Before joining the Ringling organization, Roach was Assistant Director of Hampton Coliseum in Hampton, Virginia. Roach came to the Hampton Coliseum from the city's Department of Commerce, where he was involved in convention and tourism promotion, as well as promotion of sports, concerts, and other events at the Coliseum and in other city locations.
Roach holds a Masters of Public Administration degree from Golden Gate University in San Francisco and a Bachelor of Arts degree from the College of William and Mary in Williamsburg, Virginia. He has been an active member of the International Association of Venue Managers (IAVM) since 1976.
He is a sought after speaker at industry conferences and has presented at the International Conference on Sport and Entertainment Business, Arena Management Conference, Arena Sales & Marketing Conference, IAVM’s Annual Conference, and the University Venue Management Conference. He has twice served as Keynote speaker at the Venue Management Association (Asia & Pacific) Annual Congress and delivered the keynote address at the 2005 University Venue Management Conference and at the 2007 Collegiate Athletic Operations Seminar. He has authored articles for Australian Leisure, Facility Manager, and Stadia magazines.
David S. Marberger is the CFO & Head of Transformation, Procurement & IT for Godiva Chocolatier, Inc. (Godiva). Godiva, with headquarters in New York City, is a leading manufacturer and supplier of premium chocolates throughout the world. Godiva makes and distributes chocolate concoctions including truffles, cocoa, ice cream, cookies, specialty coffees and liqueurs through over 600 boutique stores as well as through department, specialty stores, catalog, web and on-line mail order services.
In his role as the CFO, David has responsibility for financial analysis and budgeting, financial reporting and taxes, treasury and accounting operations and internal control. David is also responsible for Global Information Technology and Procurement at Godiva. David works closely with the CEO & Godiva Leadership Team in developing strategies that build long term shareholder value.
Prior to joining Godiva, David held the position of Executive Vice President & CFO of Tasty Baking Company, a $250mm public company traded on the NASDAQ stock exchange until its sale to Flowers Foods in 2011. At Tasty, David helped return the company to profitability after two years of losses. David led the finance department and company through several major initiatives to improve the financial position of the business, and he oversaw the implementation of SAP. He was very involved in helping to evaluate the Company’s long-term manufacturing strategy, which resulted in the company’s decision to build a new state-of-the-art bakery in 2009.
Prior to joining Tasty Baking Company in 2003, David worked at Campbell Soup Company for 10 years. David held positions of increasing responsibility at Campbell’s, including Vice President Finance for Campbell’s Away from Home food service division; Finance Director for the $2 billion U.S. Soup business; and Finance Director for the Campbell Bakery and Confectionery and International divisions. In addition, David was a Finance Director in Campbell’s corporate development department, where he performed financial analysis on various acquisitions and divestitures. He was also the Worldwide Audit Director for Campbell’s internal audit department.
David started his career at Price Waterhouse where he stayed for six years. David is a graduate of the University of Massachusetts at Amherst, where he received his Bachelor’s Degree in Accounting with a minor in Economics, earning the designation of Commonwealth Scholar. David also holds an MBA degree from the Wharton School at the University of Pennsylvania.
David is married and has two sons and one daughter. David is active in children’s sports and education, where he serves as a coach and classroom teacher in his community.
David is a Certified Public Accountant in the state of Pennsylvania and is a member of the PICPA and AICPA associations.
Scott Anderson / Vice President
Security & Fan Experience
Scott Anderson is a 13-year veteran in facility management with extensive experience in security, crisis, and risk management, parking, guest services, and claims and incident management. Throughout his 13-year career, Scott has been critical in the successful operation of many high profile events including the NBA Finals, NBA Global Games, NCAA Basketball Tournament, Democratic National Convention, FIFA sanctioned events, multi-stage outdoor festivals, and large concerts.
Scott spent the last three years working as the Director of Security and Parking for the San Antonio Spurs organization. During his time with the San Antonio Spurs Scott was instrumental in helping the organization transition all event staffing services to an in-house operation which resulted in a #1 ranking in fan experience as recognized by the NBA. During Scott’s tenure in San Antonio the Spurs were ranked #1 in the NBA in overall fan experience two out of three years. Scott’s other duties for the Spurs organization also included serving as the Chief Safety Officer, risk manager and claims manager for all company related matters.
Prior to working for the Spurs organization Scott worked as an Event Incident Manager for Kroenke Sports & Entertainment in Denver, Colorado. While at Kroenke, he assisted in managing all emergency services and event risk management for three different venues including the Pepsi Center, Dick Sporting Goods Park, and Paramount Theater.
Scott has also spent the last 13 years conducting a wide variety of staff training that include crowd management, crisis management, emergency procedures, customer service, safety, emergency preparedness exercises, and is a certified TEAM (Techniques for Effective Alcohol Management) trainer. Additionally, he has successfully conducted joint exercises with both federal and local law enforcement agencies in preparation of large scale events.
Scott is a graduate of the University of Puget Sound in Tacoma, Washington and also has a Master’s Degree in Sports Administration from the University of Northern Colorado. After successfully transitioning into the sports industry following seven years of management in corporate security, Scott graduated from the International Association of Venue Management’s school of Venue Management in 2013.
Pat Condon is an industry professional with over 25 years of experience specializing in finance and internal auditing. Most recently she worked with Global Spectrum as their Vice President of Internal Audit and Contract Compliance.
For over 15 years at Global Spectrum, she was responsible for audit and contract compliance activities and for performing financial analysis of new and prospective facilities. In her role, she performed surprise assessments of facilities and contractors, verified compliance with contractual and regulatory obligations, and supported the design and maintenance of effective internal control environments. Prior to this position, she served as the Global’s Corporate Controller and was responsible for the corporate and facility accounting/reporting functions.
Her prior experience includes several years as a Controller for the Swire Group, a multinational commercial group with interests spanning four continents and five major industry divisions – from property to aviation, beverage, marine services, and trading and industrial operations. Working for the property division, Pat developed a strong foundation in real estate development, construction, facility management, and finance.
Pat also worked as the Controller for two Florida real estate developers and began her career as an auditor in public accounting.
She is experienced with a diverse portfolio of properties including arenas, stadiums, convention/exhibitor centers, theaters/performing art centers, ice facilities, fairgrounds, equestrian centers, hotels, shopping malls, residential properties, museums, and golf and tennis clubs.
Pat is a Certified Internal Auditor (CIA), a Certified Public Accountant (CPA), and is currently pursuing the designation as a CFF, Certified in Financial Forensics Credential. She graduated from the University of South Florida in Tampa, and is a member of the Institute of Internal Auditors, the Association of Certified Fraud Examiners and the American and Florida Institutes of CPA’s.
Barry Strafacci is a 35-year veteran of the convention center, fairgrounds, and expo center industry serving in various senior management roles throughout his career. Most recently, he served as a consultant with GFS Associates. Prior to that Barry was Vice President, Special Projects and a Regional Vice President for Global Spectrum.
For GFS Associates, Barry provided senior executive leadership to new and existing public assembly venues. Recent clients include: the Portland Expo Center, the Sharonville Convention Center, Nathan Benderson Park, and the Lakeland Center.
For Global Spectrum, Barry was part of a senior management team of the fastest growing company in the industry providing owners with innovative management systems for convention/exhibition centers, theaters, fairgrounds, stadiums and arenas. He was responsible for providing pre-opening assistance that included design review, staffing, labor relations, food services, and day to day operations. Additionally, he provided strategic sales and marketing strategies/systems to booking meetings, conventions, banquets, trade shows, livestock events and fairs.
While serving as a Regional Vice President for Global Spectrum, Barry’s responsibilities included direct supervision of day to day management of various accounts including: Clovis Civic Center, St Charles Convention Center, Overland Park Convention Center, Palm Beach County Convention Center, Greater Richmond Convention Center, Las Cruces Convention Center, Penticton Trade and Convention Centre, Durham Convention Center, Richard R Borchard Fairgrounds, and Owensboro Convention Center.
Barry served as General Manager or Interim General Manager for the following Global Spectrum facilities: Greater Richmond Convention Center, Harborview Convention Center, South Okanagan Entertainment Complex/Penticton Trade and Convention Centre, and the Putra World Trade Centre in Kuala Lumpur, Malaysia.
Barry is also the former Vice President/COO for the Kentucky Fair and Expo Center and Commonwealth Convention Center. In this role he was responsible for day-to-day management of operations, sales/bookings, administration, box office, parking operations and event services. He was responsible for all long term lease agreements including those with the Executive Inn East, Executive Inn West and downtown Hyatt Regency. The facility served as the home of the University of Louisville men's basketball and football games, Louisville Redbirds AAA Minor League baseball team, major national tradeshows, national/international horseshows, livestock events and the Kentucky State Fair.
Prior to his time with Global Spectrum, Barry was the Stadium Manager for the Civic Stadium in Portland, Oregon; Director of Facilities of the Cashman Center Complex in Las Vegas Nevada; and the Director of the Tampa Convention Center. Barry started his career as the Senior Policy and Budget Advisor for the Kentucky Governor’s Office of Policy and Management.
Barry is extremely active in the following professional organizations: International Association of Venue Management (IAVM), International Convention Center Conference Program Chair, Meeting Planners International (MPI ), American Society of Association Executives (ASAE ), International association of Exhibits & Events (IAEE ) National Association of Consumer Shows (NACS ), Industry Advisory Council- Center for Exhibition Research, Convention Industry Council Advisory Board, Florida Facilities Management Association (FFMA).