question

emergency procedure:phone #s, evacuation maps, emergency personnel ID Manual of procedures:book with day to day procedures, hiring policies, training, crowd control Standard Operating Procedures: day to day of facility..open/close

answer

3 types of facility procedure manuals*

question

Planning o -strategize o -technical decisions o -scheduling o -staffing o -inventory

answer

What is a facility operations manager responsible for?*

question

more day to day -coordinates with sales/promotion -plans events

answer

What is the event coordinator responsible for

question

Administration oSales and marketing o Concessions and catering o Facility operations

answer

What are the four major divisions of sport facility management? *

question

Routine inspection, preventative maintenance, cyclical repairs, breakdown maintenance, repair projects, housekeeping and janitorial

answer

What are the six elements of the maintenance planning process

question

Entire facility, energy audit (every 3-5 years), space audit, program audit, staff audit.

answer

What does a facility audit deal with?

question

Benchmarking: check or evaluate by comparison to standards, monitor repairs.

answer

How do we use standards in facility repair? Benchmarking?

question

how are you going to sell your facility?the actual game plan that the agency should follow in the development of a structured document with: measureable goals &objectives, expectations, and specific strategies to complete the desired outcome marketing blueprint, updated regularly, need to have one to have a successful agency

answer

what is marketing plan?*

question

Committee of all divisions, key management personnel or an outside consultant

answer

Who develops a marketing plan?*

question

Promotion: the balance of the 4 p's, an awareness Advertising: you pay for, you get what you give Public relations: cannot buy, you earn it

answer

What is the difference between promotion, advertising & public relations?*

question

anchor tenant: brings in other tenants by prestige Annual special event: an event that bring in other people

answer

What is the difference between an anchor tenant & an annual special event?*

question

executive summary: overview of the plan, last component of the plan to be written oAnalysis of product/service: Mission statement: general purpose, objective strategies: market penetration, market development, product development, product diversification o product extensions: the facility is enhanced through various supplementary good and services: give-aways, souvenirs o marketing mix: the four p's, goal: to delicately balance these four elements to satisfy your market and achieve objectives o situational analysis: environmental influences: cooperative, competitive, economic, social, political, legal environments o analysis of the competition: analyze their: programs, unique elements, staff/ customer service, strengths and weaknesses o target markets: extend analysis to all segments of the marketplace o market research: periodically survey: public perception, and statistical survey o marketing to sponsors: sponsor support=$, must match the sponsor with facility, plan switches from analysis to action o marketing objectives and strategies: set of specific, measurable actions

answer

What are the ten components of a marketing plan?*

question

Product price place promotion *needs to be balanced between the Ps

answer

What are 4 Ps*

question

government/public non profit private/commercial

answer

what are the three types of facility ownership?*

question

customer service o Clean, well maintained facility o Staff and management of facility o Marketing/advertising of event o Security o Finance o operations

answer

Name five responsibilities of management.*

question

legal agreement between two parties, valid offer and acceptance, legal rights to make a contract, proper consideration for all parties, adequate time for all parties, proper format

answer

What are the three major elements of a contract?*

question

subcontractor o Operates more effectively/efficiently, save from buying major equipment, saves facility money

answer

What is a service contract? And why do we enter in to this type of an agreement?*

question

present the company philosophy, describe the training procedure, discuss their customer service concepts, share the staff educaiton and background

answer

when selecting a service contractor it is important to require:

question

Operations division

answer

In what division of responsibility is housekeeping located?

question

cleaning, operation, and storage

answer

What are the three major divisions of housekeeping?

question

daily operations--Housekeeping reports, checklist of responsibilities, responsibilities by position, preventive maintenance responsibility, annual maintenance responsibility

answer

what is an SOP*

question

new equipment, new methods, new supplies, skilled positions

answer

why do we call training an ongoing process?

question

customer service and a clean facility

answer

2 reasons why people come back to a facility?

question

administration

answer

the box office is located in what division?*

question

one windor for 400-700 seats in the venue, warm and well lit, most important generating revenue area, first contact with the public

answer

characteristic of box office*

question

box office manager(fulltime), part time staff (1-3 assistants 5-6 on event days)

answer

what type of staff works in the box office?

question

coordinated by box office and sales marketing division, the stadium

answer

who sets seat pricing? who controls complimentary seating?

question

Record keeping o Event summary o General information o Computer ticket management o Settlements* o General information*

answer

3 major responsibilities of the box office?*

question

for laws covering the liability of people serving alcoholic beverages. Under dram shop laws, a party injured by an intoxicated person can sue establishments contributing to that person's intoxication. liquor establishments

answer

Dram Shop Laws

question

a commercial activity center with a liquore license. social hosts are liable for injuries caused by guests who are served alcohol at a social function or injure themselves due to intoxication.

answer

Social Host Liability Law

question

TIPS (training for intervention procedures by serves of alcohol) o TEAM (techniques for effective alcohol management)

answer

What are the two training programs for alcohol management?

question

know your crowd** o Proper signage o Training o Food o Small containers

answer

Name five strategies for alcohol management.*

question

major revenue

answer

why do sport facilities offer concessions?

question

marketing, customer service, inventory, purchasing, insurance, law, cleanliness

answer

five elements beyond the serving of food that pertains to concessions.?*

question

Cleanliness* o Customer service* o Trained staff o Food quality o Food choice

answer

five concession design elements.*

question

In house o Outsourcing or privatization o Combination of both

answer

Three ways in which one can operate a concession?*

question

fixed costs:rent annual insurance variable cost:labor products, utilities

answer

2 types of concession costs*

question

Contracting with an outside company to provide a service or product instead of providing it from within the organization. save money on the equipment, experience, training program

answer

contract outsourcing and why?

question

1.hiring process 2, classification process 3.evaluation process 4motivation/rewards 5.GROWTH AND IN SERVICE TRAINING

answer

human resources management*

question

planning, organizing, controlling, implementing

answer

managerial functions*

question

setting vision, mission, goals, and objectives

answer

planning*

question

strategic plan-master plan, helps to achieve highest level goals operational plans-more detailed, event or function related functional plans-operational plans, task oriented

answer

types of plans

question

the process of developing a management strategy of objectives that is realistic and achievable through the input of employees must be measurable, objective a timeline and who is responsible

answer

Management by Objective (MBO)*

question

the personality of the facility/sftaff.. what a personality is to a person

answer

organizational culture*

question

authority, communication, responsibility, relationships

answer

organizational structure*

question

product, marketing, legal, financial. (general business outlook). forecasting environment

answer

business planning*

question

coordination of resources. employees-human capital, financial, capital-structure, technological

answer

organizaiton*

question

execution, the process of meeting the goals and objectives employee awareness and focus

answer

implementing*

question

monitoring the process, evaluation.. the must be "objective", potential change, building pride and a successful team

answer

controlling*

question

human capital, staff, employees -personnel most important part of management!

answer

human resources*

question

professional, seasonal, volunteers, contractual,

answer

HR types of employee*

question

typically a public of non-for-profit agency will enter into an aggreement for a private company to take over and existing responsibility or service offered by private companies

answer

privatization and outsourcing contracts*

question

network, contacts, professional support, shared data base,effective, efficent, budget oriented, save you money in long run

answer

strengths of privatization*

question

typically adds a management and incentive fees, control, loyalty, too agressive.. in money saving mode, possible managemetn over-turn

answer

cons of privatization*

question

approval interview committee info of affirmative action and EEO policies job description job announcement advertising plan screening applications verifying the credentials interviews selecting a candidtate negotiating the appointment

answer

hiring process*

question

immediate supervisor, interested third party, and HR

answer

interview committee*

question

hours, policies and procedure, dress codes

answer

employee manual review*

question

employee evaluations includes everyone! -agreement of job tasks -self evaluation -performance appraisal -comparison -final appraisal

answer

performance evaluation*

question

more likely to donate

answer

volunteers

question

want to do something useful to help others must be satisfying

answer

why do ppl volunteer*

question

typically supports the organization job description (current) roles well defined skills and experience may be required need to be challenged training important

answer

role of volunteer*

question

advertise word of mouth highschool, university, churches, community service groups

answer

where do you find volunteers*

question

representatives from the community -stakeholders,interest groups, community factions, politicians, neighbors, financiers, engineers, architects

answer

planning committee*

question

organize public meetings, public input, develop vision, goals, objectives..concensus establish funding, select an architect, recommend general contractor, construction firm

answer

what does planning committee do*

question

needs assessment feasibility study economic impact site selection and acquisition

answer

sport facility development --5 elements*

question

determines need why a new/renovated facility? community suitability -#/type of events, size, attendance/ capacity

answer

needs assessment*

question

economic impact multiplier effect community impact

answer

types of impact*

question

-to a community/region/state -depends on-facility, function, purpose -"new money" into the are economy -economic impact study- food, lodging, retail, gas, entertainment -major league vs minor league

answer

economic impact*

question

new sports facilility will bring community: -new business -contractual agreements-security, catering and concessions, exposition services -restaurants -lodging -jobs

answer

community impact*

question

-public funds-bonds -private funds-bonds -hotel/motel tax -luxury tax -local,state, federal grants

answer

how to finance a new sport facility*

question

gov't financed low interest rates backed by "full faith and credit"of agency most popular

answer

GO bonds*

question

higher interest rates paid by the revenue generation of the facility revenue generation includes ticket sales, memberships, corporate suits, naming rights, advertising, parking fees, concessions, sport stores, rentals, specialty merchandise

answer

revenue bonds*

question

governmental unit involved -paid by the increase in the taxes over the existing taxes prior to the facility being built

answer

TIF tax increment finacning*

question

-programming phase -design phase -construction phase -occupancy phase

answer

phases of facility planning*

question

-costs -facility downtime -construction area -green buildings-potential for specialized care -value-based engineering -must completely analyze the project (wants needs reality)

answer

build new or renovate*

question

-budget preparation -adoption -execution -evaluation/audit

answer

Budget cycle (4 steps)*

question

-line item budget-traditional budget -perforamnce based budget -zero based budgeting- a contemporary process using the line item format -computerized budgeting systems

answer

types of budgets*

question

-planning, prioritize, manage staff,strategize, event set up, process design, technical decisions, quality maintenace and control-capacity inventory-maintenance-suplly manager layout design-production and staffing -master production scheduling

answer

facility operations managers

question

-basically safeguarding persons,places, and items foreseeability inside and outside of the facility crowd management& supervision

answer

security management*

question

training staff size technology IDENTIFICATION OF ALL POTENTIAL RISKS

answer

security planning*

question

an item of value-land equipment

answer

assets*

question

debts that are owed-bond payments

answer

liabilities*

question

income statement-revenue expenses balance sheet-assets n liabilities cash flow statement- amt of cash available at any given day

answer

financial statements*

question

moral, normative,righteous, correct,proper honest, standards of conduct personal code of conduct professional code of conduct doing what is right

answer

ethics*

question

consequential decision making rules decision making moral decision making

answer

resolving ethics 3 ways*

question

who does it effect

answer

consequential decision making*

question

are there rules ? policies? procedures? define the paremeters

answer

rule decision making*

question

values, personal moral compass, whats the right thing to do? vould be very subjective

answer

moral decision making*

question

management theory details three elements including inputs processes and outputs

answer

system theory

question

internal constituents, external constituents, and customers also responsible for crowd control and protect patrons and provide safe environment

answer

3 "publics" that facility managers deal with are

question

china

answer

first country to develop multi use lighted sport and athletic facility

question

risk management process in/out of the facility

answer

forseeability

question

coordination go security agencies tracking photo takers proper key access for staff security identification

answer

crowd security

question

alternatives for security

answer

contigency planning

question

width of spacexspeedxdensity

answer

flow=

question

can be completed with respect to security issues

answer

vulnerability audit

question

reduced labor costs, more flexibility, less regulation, and less transfer of risk

answer

private management trends include

question

special revenue sources, 3 types of bonds, and a potential tax levy

answer

public financing

question

administation

answer

what division is typically responsible for programming and scheduling events in a sport facility

question

permanent facility specific starting time an approx ending time DEPARTURE IMPACTS

answer

discrete recurring events include what characteristincs

question

various venues venues with in the same area same approx starting time TRANSPORTATION

answer

regional multi venue events include

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