"Performance Review"   with David Thomas, LEED-AP, Operations Manager, Austin Convention Center

"Performance Review" is a regularly featured interview with one of our chapter's professional members. 

Provide some insight on your Employer/Company's core function/service. 
We provide event space and services for groups looking to hold meetings, events, and conventions.

Identify Company's total number, sq. ft., types, and locations of offices, e.g., corporate, industrial, owned, leased, downtown, suburban, local, regional.
Approximately 2.5 million square feet of space between the Austin Convention Center with 2 garages and the Palmer Event Center plus garage in downtown Austin.

Identify Company's total number of employees.
150 full time employees and growing!!!             

What are your primary job functions?
As the Operations Manager for the Austin Convention Center, I am currently responsible for the Management of two units, Maintenance, and Crew.  Maintenance is split into two groups: Building Maintenance/Grounds, and Event Maintenance. Crew is split into two groups as well: Event Set-up, and Custodial.  Additionally I am tasked as the Project Manager for two LEED-EB projects, Austin Convention Center and the Palmer Event Center. According to the USGBC website, these are the only two EB projects on the books for Austin.

How long have you been in the FM field?
I have been in the FM field for 18 years.  I have earned an MBA and LEED AP in that time.

How many square feet are you responsible for?
All 2.5 million.

Who do you report to?                                                              
Facility Manager

Who reports to you? 
Three direct reports: Maintenance Manager, Public Service Manager, and Administrative Assistant.
75 indirect: 5 Supervisors, 2 Coordinators, 1 Planner, 8 Leads, 2 Electricians, 2 HVAC Techs, 14 Maintenance Workers 3,2,and 1’s, 1 Groundskeeper, 40 Public Event Workers/Custodians

Do you outsource any functions? Which ones?
HVAC Automations, Chiller Maintenance, Life Safety Systems, Elevator/Escalator, Pest Control

Describe your recycling program, if applicable.
We recycle Metal, Paper, Plastic, Glass, and Cardboard.  Our program is growing and soon will include composting.

Describe any energy conservation measures you have implemented in your facility.
In 2009 we will be on the City of Austin’s Green Choice program. We are in the process of testing new lights to replace all of our exhibit hall lighting, and yes, unfortunately our T12’s (they do still exist). We use a small amount of photovoltaic power currently, have occupancy sensors, and a lighting automation system.  In 2007 we replaced our old marquees with LED signs.

Identify some FM challenges you face within your organization.
Creating a culture of Predictive Maintenance.  Events drive our business and in the past that is all that was given attention.  Now for the first time in 15 years the Department has personnel in decision making positions that are facility management professionals instead of event professionals.  We are six months into a two-year plan to reach our goal.

I am extremely grateful to be supported 100% by upper management both verbally and financially to affect this change. The Austin Convention Center is putting their money where their mouth is, so to speak. In FY 08 we have purchased an IR camera with Level 1 certification for the Maintenance Staff, Laser alignment tool, Power quality analyzer, Ultrasound tester with training, and a Vibration analyzer with training. The sky is the limit.

Identify some challenges the FM industry as a whole must face in the near future.
“Greening."  That is, wading through all the “green” ideas that are for show and do very little for the environment.  Developing a client PR/education program highlighting the true green initiatives behind the scenes that produce real results.

What are some of your hobbies and interests outside work?                               
I live in Cedar Park with my fiancée, Rene.  Both of our families live in Virginia Beach, VA.  I have two children in Virginia, Micah (11 year-old boy) and Sage (six year-old girl).  We enjoy being outside, hosting cookouts, visiting Fredericksburg, Gruene, San Antonio, and Flat Creek Vineyard.

Thank you David, and welcome to Austin! 

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"Cold Call"   with Randy Lewis, Sales Manager for The Bergstrom Daywood Company

"Cold Call" is a regularly featured interview with an associate member.                       

Is your company affiliated with any others?
The Bergstrom-Daywood Company is the combination of two companies named for their owners:  Tom Bergstrom (Bergstrom Vending & Coffee Service with 30 years in Austin); and Jim Daywood ( Alert Vending & Coffee Service, 20 years in Austin).

Tom and Jim merged the two companies together several years ago to form the current company.

Describe your company's core competency.                                             
The Bergstrom-Daywood Company is a service organization that sells products. We provide vending machines and coffee service, including kitchen needs, throughout the greater Austin metro area.  Industry knowledge gives us the ability to limit the number of issues that arise.  By gathering sales and repair information with handheld computers we see the trends in each machine.  The introduction of new items is vital to maintaining our client’s interest and satisfaction. The food industry has so many items to choose from, why settle for just main stream snack and drink items?

Describe your primary job functions.
I answer inquiries from current and prospective clients who have contacted us at our web site or by phone. Manufacturers have a “target” market for their items and I review new products from brokers and suppliers to find the right product match for our customers.  After I sell an account, I stay in the picture.  For instance, I facilitate raffles and assist with company picnics and holiday events by donating snacks, t-shirts and door prizes.

Describe an average day.
After my oatmeal, I quickly move to notes from the previous day and sort email.  Being aware of what our clients are doing is the key to exceeding their expectations.  Much of what I do is in the form of information gathering when speaking with potential clients.  Many of our current clients have events in their buildings that we help sponsor.  Some promotional events are run entirely by us.  On the average, companies share similar needs for refreshment services but having the wrong equipment in their break rooms can cost employees valuable break time.

What type of clients you work with?                       
Our client base is as diverse as Austin itself.  We have accounts ranging from high traffic flows of 1,800 daily to locations with just 35 employees.  I am avoiding using the words “High Tech” or “Manufacturing” because fitting the equipment to the environment will serve the client.  Our merchandizing program will change to fit those who are using the machines.

What percentage of your work and clients is local/regional/national?
100% local - while many of the organizations we service are parts of larger worldwide companies, all of the services we provide are in the greater Austin metro area

How long have you been in this field?  Tell us briefly about your career, education, certifications.
I have been working in this field for 20 years.  All of my vending and coffee service experience is here in Austin.  Prior to arriving here I worked in retail sales management.  So, it seems that customer service has never been far from what I do for a living.

What’s the best lesson you’ve learned from a client?
“Measure twice, cut once.”  I have learned to check my facts!  Whether you are a carpenter or a facilities manager fact checking is one of the keys to successful business and integrity.

Tell us about an interesting situation(s) you’ve encountered related to your current work.
I have had someone eat my lunch from the employee fridge!  I have been in many break rooms in a very wide company mix and this is a common occurrence.  Ask your fellow employees if this has happened.

How's business right now?
Business has had a steady growth over the last six or eight months.  I wonder if Texas, especially Austin (my backyard), will not see the slow down that most of the country is experiencing.

Identify some challenges in your industry.
Advances in the way we pay for things is the next big step in our industry.  With the swipe card readers or loadable card systems, we can give our clients more choices.  The typical vending company gathers the sales information via a human handheld computer.  The next generation system uses a cell phone line to connect the machines with the internet.  The labor savings and quicker response to failing machines is very promising.  The Federal Mint is committed to the use of the Dollar Coin.  This adds an additional cost to us in the form of the machine retaining more money for change return from $5 bills, and the extra cost for the mechanism.  Credit cards cost our industry in the form of a percentage paid for logging onto their systems and again the cost of the “swipe readers” and a cell phone line. Technology can reduce labor cost but, often shifts that savings to added cost for software, equipment, service and support agreements.  So, technology does not always drive costs down.

Tell us about your personal life, family, hobbies and interests outside work.
You would think that working in the snack food biz was enough excitement in life, but I do have other interests as well.
I enjoy hiking and camping with my teenage son.  Most recently, our trip to Big Bend gave me the opportunity to indulge my favorite hobbies: photography, backpacking and negotiating teen complaints about the 12 mile hike!

Can we quote you on that?
When it comes to children, I strongly suggest selling whilst they are still cute.  If you wait until they’re teenagers, it is tooooo late!

Thanks, Randy!

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