Rec and Sport facility management – Flashcards
101 test answers
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Routine inspection, preventative maintenance, cyclical repairs, breakdown maintenance, repair projects, housekeeping and janitorial
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What are the six elements of the maintenance planning process
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Entire facility, energy audit (every 3-5 years), space audit, program audit, staff audit.
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What does a facility audit deal with?
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Benchmarking: check or evaluate by comparison to standards, monitor repairs.
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How do we use standards in facility repair? Benchmarking?
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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
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what is marketing plan?*
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Committee of all divisions, key management personnel or an outside consultant
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Who develops a marketing plan?*
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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
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What is the difference between promotion, advertising & public relations?*
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anchor tenant: brings in other tenants by prestige Annual special event: an event that bring in other people
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What is the difference between an anchor tenant & an annual special event?*
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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
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What are the ten components of a marketing plan?*
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Product price place promotion *needs to be balanced between the Ps
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What are 4 Ps*
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government/public non profit private/commercial
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what are the three types of facility ownership?*
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customer service o Clean, well maintained facility o Staff and management of facility o Marketing/advertising of event o Security o Finance o operations
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Name five responsibilities of management.*
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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
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What are the three major elements of a contract?*
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subcontractor o Operates more effectively/efficiently, save from buying major equipment, saves facility money
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What is a service contract? And why do we enter in to this type of an agreement?*
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present the company philosophy, describe the training procedure, discuss their customer service concepts, share the staff educaiton and background
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when selecting a service contractor it is important to require:
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Operations division
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In what division of responsibility is housekeeping located?
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cleaning, operation, and storage
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What are the three major divisions of housekeeping?
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daily operations--Housekeeping reports, checklist of responsibilities, responsibilities by position, preventive maintenance responsibility, annual maintenance responsibility
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what is an SOP*
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new equipment, new methods, new supplies, skilled positions
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why do we call training an ongoing process?
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customer service and a clean facility
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2 reasons why people come back to a facility?
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administration
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the box office is located in what division?*
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one windor for 400-700 seats in the venue, warm and well lit, most important generating revenue area, first contact with the public
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characteristic of box office*
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box office manager(fulltime), part time staff (1-3 assistants 5-6 on event days)
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what type of staff works in the box office?
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coordinated by box office and sales marketing division, the stadium
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who sets seat pricing? who controls complimentary seating?
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Record keeping o Event summary o General information o Computer ticket management o Settlements* o General information*
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3 major responsibilities of the box office?*
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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
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Dram Shop Laws
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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.
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Social Host Liability Law
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TIPS (training for intervention procedures by serves of alcohol) o TEAM (techniques for effective alcohol management)
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What are the two training programs for alcohol management?
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know your crowd** o Proper signage o Training o Food o Small containers
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Name five strategies for alcohol management.*
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major revenue
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why do sport facilities offer concessions?
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marketing, customer service, inventory, purchasing, insurance, law, cleanliness
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five elements beyond the serving of food that pertains to concessions.?*
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Cleanliness* o Customer service* o Trained staff o Food quality o Food choice
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five concession design elements.*
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In house o Outsourcing or privatization o Combination of both
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Three ways in which one can operate a concession?*
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fixed costs:rent annual insurance variable cost:labor products, utilities
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2 types of concession costs*
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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
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contract outsourcing and why?
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1.hiring process 2, classification process 3.evaluation process 4motivation/rewards 5.GROWTH AND IN SERVICE TRAINING
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human resources management*
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planning, organizing, controlling, implementing
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managerial functions*
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setting vision, mission, goals, and objectives
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planning*
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strategic plan-master plan, helps to achieve highest level goals operational plans-more detailed, event or function related functional plans-operational plans, task oriented
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types of plans
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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
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Management by Objective (MBO)*
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the personality of the facility/sftaff.. what a personality is to a person
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organizational culture*
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authority, communication, responsibility, relationships
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organizational structure*
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product, marketing, legal, financial. (general business outlook). forecasting environment
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business planning*
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coordination of resources. employees-human capital, financial, capital-structure, technological
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organizaiton*
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execution, the process of meeting the goals and objectives employee awareness and focus
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implementing*
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monitoring the process, evaluation.. the must be "objective", potential change, building pride and a successful team
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controlling*
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human capital, staff, employees -personnel most important part of management!
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human resources*
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professional, seasonal, volunteers, contractual,
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HR types of employee*
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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
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privatization and outsourcing contracts*
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network, contacts, professional support, shared data base,effective, efficent, budget oriented, save you money in long run
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strengths of privatization*
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typically adds a management and incentive fees, control, loyalty, too agressive.. in money saving mode, possible managemetn over-turn
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cons of privatization*
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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
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hiring process*
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immediate supervisor, interested third party, and HR
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interview committee*
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hours, policies and procedure, dress codes
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employee manual review*
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employee evaluations includes everyone! -agreement of job tasks -self evaluation -performance appraisal -comparison -final appraisal
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performance evaluation*
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more likely to donate
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volunteers
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want to do something useful to help others must be satisfying
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why do ppl volunteer*
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typically supports the organization job description (current) roles well defined skills and experience may be required need to be challenged training important
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role of volunteer*
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advertise word of mouth highschool, university, churches, community service groups
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where do you find volunteers*
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representatives from the community -stakeholders,interest groups, community factions, politicians, neighbors, financiers, engineers, architects
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planning committee*
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organize public meetings, public input, develop vision, goals, objectives..concensus establish funding, select an architect, recommend general contractor, construction firm
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what does planning committee do*
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needs assessment feasibility study economic impact site selection and acquisition
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sport facility development --5 elements*
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determines need why a new/renovated facility? community suitability -#/type of events, size, attendance/ capacity
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needs assessment*
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economic impact multiplier effect community impact
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types of impact*
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-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
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economic impact*
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new sports facilility will bring community: -new business -contractual agreements-security, catering and concessions, exposition services -restaurants -lodging -jobs
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community impact*
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-public funds-bonds -private funds-bonds -hotel/motel tax -luxury tax -local,state, federal grants
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how to finance a new sport facility*
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gov't financed low interest rates backed by "full faith and credit"of agency most popular
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GO bonds*
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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
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revenue bonds*
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governmental unit involved -paid by the increase in the taxes over the existing taxes prior to the facility being built
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TIF tax increment finacning*
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-programming phase -design phase -construction phase -occupancy phase
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phases of facility planning*
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-costs -facility downtime -construction area -green buildings-potential for specialized care -value-based engineering -must completely analyze the project (wants needs reality)
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build new or renovate*
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-budget preparation -adoption -execution -evaluation/audit
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Budget cycle (4 steps)*
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-line item budget-traditional budget -perforamnce based budget -zero based budgeting- a contemporary process using the line item format -computerized budgeting systems
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types of budgets*
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-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
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facility operations managers
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-basically safeguarding persons,places, and items foreseeability inside and outside of the facility crowd management& supervision
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security management*
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training staff size technology IDENTIFICATION OF ALL POTENTIAL RISKS
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security planning*
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an item of value-land equipment
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assets*
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debts that are owed-bond payments
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liabilities*
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income statement-revenue expenses balance sheet-assets n liabilities cash flow statement- amt of cash available at any given day
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financial statements*
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moral, normative,righteous, correct,proper honest, standards of conduct personal code of conduct professional code of conduct doing what is right
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ethics*
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consequential decision making rules decision making moral decision making
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resolving ethics 3 ways*
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who does it effect
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consequential decision making*
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are there rules ? policies? procedures? define the paremeters
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rule decision making*
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values, personal moral compass, whats the right thing to do? vould be very subjective
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moral decision making*
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management theory details three elements including inputs processes and outputs
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system theory
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internal constituents, external constituents, and customers also responsible for crowd control and protect patrons and provide safe environment
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3 "publics" that facility managers deal with are
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china
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first country to develop multi use lighted sport and athletic facility
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risk management process in/out of the facility
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forseeability
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coordination go security agencies tracking photo takers proper key access for staff security identification
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crowd security
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alternatives for security
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contigency planning
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width of spacexspeedxdensity
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flow=
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can be completed with respect to security issues
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vulnerability audit
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reduced labor costs, more flexibility, less regulation, and less transfer of risk
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private management trends include
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special revenue sources, 3 types of bonds, and a potential tax levy
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public financing
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administation
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what division is typically responsible for programming and scheduling events in a sport facility
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permanent facility specific starting time an approx ending time DEPARTURE IMPACTS
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discrete recurring events include what characteristincs
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various venues venues with in the same area same approx starting time TRANSPORTATION
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regional multi venue events include
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