LEADING THROUGH SERVICE

Joey's 3 Pillars of Leadership

Adapt Under Pressure

No event goes exactly as planned. Strong leaders remain calm, solve problems quickly, and keep moving forward. A quote from Cleveland Guardians Supervisor Ross Genchi, "Embrace the Chaos."

Serve First

Helping others succeed is the foundation of leadership. Whether assisting one fan or preparing an arena for thousands, every action matters.

Lead by Example

Leadership begins with accountability, showing up prepared, working hard, and maintaining a positive attitude to inspires those around me.

Leadership in Action

Leadership skill: Composure in Crisis

Decisiveness in Crisis

During a medical emergency at a Junior Guards event, I took immediate charge when a staff member at a hotdog concessions stand reported a family crisis. I streamlined the response by securing the emergency contact line, alerting medical teams, and managing communications with supervisors. While awaiting first responders, I focused on providing emotional support to those affected, ensuring the scene remained stable. This situation refined my ability to lead under duress, demonstrating that critical thinking, clear communication, and composed decisive action are essential when navigating high-stakes environments.

Leadership Skill: Flexibility

Guiding Amidst Uncertainty

During a historic Cleveland Guardians game postponement due to Canadian wildfire smoke on June 14th, I demonstrated leadership by navigating an unprecedented high-volume surge in fan inquiries. As phone lines reached capacity with complex questions regarding ticket policies and exchanges, I utilized my institutional knowledge and prior work experiences to deliver precise information and to instill confidence. By maintaining professional composure and collaborating effectively with the management team, I ensured that every fan received the assistance needed. This experience solidified my ability to lead through environmental ambiguity, highlighting that effective leadership is defined by adaptability, confidence, and seamless teamwork when operations face sudden disruption.

Leadership skill: Empathy

Turning Frustration Into Gratitude

At the Right Field Service Center, I encountered an elderly guest distressed by the transition to all-digital ticketing at Progressive Field. I de-escalated the situation by offering patient, hands-on technical support, as I helped her navigate the MLB Ballpark app, manage her account credentials, and finalize her purchase. To ensure a seamless experience, I escorted her directly to the gate. By prioritizing empathy over frustration, I converted a moment of significant frustration into a successful fan interaction. This experience underscored my belief that effective leadership is rooted in service, patience, and a commitment to guiding others through unfamiliar challenges.

My Future in Sport and Entertainment as a Leader

I have discovered that my passion lies in sports. Every event has reinforced that success in this industry depends on preparation, teamwork, communication, and a commitment to serving others.

As I continue my career, I hope to grow into a leadership role where I can positively influence both guests and coworkers. I want to build environments where employees feel valued, supported, and motivated to deliver outstanding experiences. I believe the strongest leaders create a culture built on trust, accountability, and collaboration.

My goal is to continue learning from every opportunity while pursuing a career in collegiate athletics or professional sports. Whether I am working behind the scenes in operations, fan experience, marketing, or sales, I hope to make a meaningful impact by creating memorable moments that bring people together and leave a lasting impression.