Congratulations to Frances Heavrin, winning a ROSE Award March 11. Here is an excerpt from Downtown Indy, Inc.’s nomination.
ROSE Award nomination: Frances Heavrin, Downtown Indy Events Partner and Rental Coordinator, Indianapolis Symphony Orchestra, celebrating 34 years in February!
Frances Heavrin has spent the better part of her life serving Indy visitors and residents through her work at the Hilbert Circle Theatre. Her motto is “no matter what happens, simply deal with it.” And she “deals with it” every day of the week, all hours of the day – and night — with numerous rental clients with a contagious smile.
Frances began working for the Indianapolis Symphony Orchestra (ISO) in 1986 as a part-time, paid usher. She loved her job, assisting patrons during the shows and having the opportunity to watch the performances as well. In 2005, the Rental Coordinator position opened and she was asked to join the team thanks to her immense knowledge of the organization and how things needed to run. She is now the face people recognize and go to for any event needs.
Downtown Indy, Inc. staff has worked with Frances on the Circle of Lights VIP reception for 20+ years. Even though the event takes place the day after Thanksgiving, Frances is always on site to help with all aspects. Most recently, Frances personally needed to move into a new apartment Thanksgiving weekend. Rather than call in another staff member to cover our event, she insisted she be there, and had her family move her things without her. “I wouldn’t miss this event for the world,” she stated, making sure she was available to help with all our needs. Over the years Frances has assisted Downtown Indy, Inc. and WTHR staff preparing for hundreds of VIP guests, ensuring a fantastic experience and repeat visits. Additionally, she helped transform the upstairs Wood Room into a Public Safety Command Post for IMPD, Homeland Security and all security officers to ensure a safe Circle of Lights for more than 100,000 spectators on Monument Circle.
A great example of Frances’ dedication to the ISO guests happened during a Pops Concert at Hilbert Circle Theatre. An out-of-town guest had an unfortunate accident while in the restroom, soiled her pants and was distraught and obviously embarrassed. She was so disappointed that she was going to miss the show. Frances acted quickly and came to the rescue. She grabbed a tablecloth and gave it to the woman to wear temporarily as a “skirt.” She escorted the couple secretly to seats in the back so they wouldn’t miss the show. In the meantime, Frances took the soiled pants and washed them on site. The pants were dried and returned to the woman before the show ended so she could change and go home as if nothing happened. The woman was eternally grateful for Frances’ kindness, going out of her way to make sure the woman didn’t miss her favorite performance and help in a horrible situation. That’s simply how she “dealt with it.”
One of Frances fondest memories was during the most labor-intensive, prestigious presentation of Hilbert Circle Theatre in the national spotlight: Jimmy Fallon Live following the Super Bowl in 2012. She recalls that she worked day and night helping NBC prepare for the multiple shows that aired from the Theatre. She wanted to make sure everything was perfect for the world to see. Frances personally met and assisted Jimmy Fallon and made sure he and his staff had everything they needed for a wonderful stay in Indianapolis.
The show was live and aired immediately following the Super Bowl and Frances was on site all week at all hours. It happened that Shaquille O’Neal lost a bet to Jimmy and had to parade around Monument Circle in pink bikini bottoms. He entered Hilbert Circle Theatre in his skimpy attire and proceeded directly to Frances and hugged her on national television before he made his way to the stage. (www.youtube.com/watch?v=vjZDCIV1dXc) Jimmy and staff were so impressed with Frances and her helpfulness, she was invited to a private party at a Downtown restaurant to celebrate with the NBC staff. Frances played a huge role in Jimmy Fallon’s positive experience in Indianapolis that he shared with the world during his stay. Frances is the epitome of Hoosier Hospitality to all visitors she encounters.
We at Downtown Indy, Inc. couldn’t ask for a better ambassador to our visitors. Frances is truly an outstanding person who is most deserving of your Recognition of Service Excellence.
Senior Communications Director