Beth Paul is the general manager of the Bon Secours Wellness Arena, which is often referred to as “the Well.” Paul has been the general manager since February 2015 after working as the interim general manager in 2014, but she has also been the director of finance and assistant general manager of the arena as well.
Paul answered a few questions about what happens behind the scenes of managing the Well, from booking events to managing crowds.
What does running The Well look like for you as a general manager from day to day?
Every day at the arena presents new opportunities and challenges, and each workday is unlike any other. Prioritizing projects, and the ability to shift focus and priorities quickly is essential to a successful day. I focus on tactical, day-to-day operations, as well as long-term strategy and planning. I also focus on connecting with the local community, as well as staying connected to the live entertainment industry which is heavily focused in Nashville, New York and Los Angeles.
What is the biggest challenge of running the arena?
The arena team tackles challenges regularly, often related to calendar management and logistics, as well as continuously delivering excellent customer service during long stretches of back-to-back shows. From October to April of any given year, it is quite common to host events, or set up for events, every day of the month. The arena team is beyond dedicated to the building and to our community, and it is my responsibility to ensure they have the resources and tools to be successful and stay motivated.
How do you manage large crowds?
Preparation and planning are critical to managing large crowds, as well as constantly monitoring crowd behaviors. Safety and security are priorities and require constant attention, training and reinforcement. We work closely with local law enforcement, as well as industry experts to ensure that our security protocols are best in class. We also utilize innovative technology throughout the building to enhance security processes.
What goes into preparing the arena for a hockey game versus a comedy show or live music? Do the different types of events come with separate standards?
We are able to configure the arena in countless number of configurations and set up for different seating capacities based on show specifications. The arena’s thoughtful and timeless design allows us to host a wide variety of shows. We maintain the ice surface from October to May for the Greenville Swamp Rabbits, and we cover the ice each time we host a non-hockey event, including concerts, basketball, comedy, family show, etc. The third-shift conversion crew is critical to our success, and they often complete a changeover in less than five to six hours.
What separates Bon Secours’ arena from other arenas?
The staff, vendors and partners of the Bon Secours Wellness Arena are second to none, and they are the reason the arena is successful. Our soul and culture is what makes for a great experience for customers, guests, clients, artists and performers. It is also the attention to details — having a sensory suite, a nursing mother’s suite, knowing an artist’s favorite food or drink, arranging golf, dinner and unique experiences for artists and their crews. It all adds up and makes people want to return.
What inspired you to become a general manager?
My career in venue management started in the accounting department of the Bi-Lo Center in 1999. I learned the intricacies of the business through all facets of accounting and finance. I have a true love of the business. I constantly seek opportunities to increase revenue and improve the financial position of the Arena District.
What are the biggest rewards from the job to you personally?
I love booking and confirming shows. Every event at the arena, no matter the size or genre, has a positive impact on job creation, quality of life [and] local economy, and creates unforgettable experiences through live entertainment. I’m also proud of the emphasis we put on community initiatives and identifying creative ways to connect live entertainment to philanthropic initiatives.
What are the criteria for certain events to be included at the arena?
We work with numerous promoters and event planners to ensure we offer events with broad appeal to all residents. We consider how well a show will sell. What is the sales history of a particular artist in our market or a competitive market? We consider the business terms of a show to ensure it is a good fiscal decision. We consider how far apart we book shows of the same genre. There are many factors to consider in programming the arena, but almost all types of live entertainment are considered and evaluated on a regular basis.
