Uiowa Sport Event Management Final Study Guide

Facility Clean-up and Teardown

-competition spaces

-hospitality and volunteer areas

-seating -areas, bleachers/banners and signage

-locker rooms

-common areas

Post-event Promotions

Newsletter, contest or sweepstakes, social media, and certificates or awards

Helpful with After-Marketing

After-Marketing

process of providing continual satisfaction and reinforcement to help create loyal customers

post event media coverage

brief interviews

-post-game press conference

is there an appropriate space where interviews can be held?

Event Wrap Up

-sponsor and stakeholder reports and acknoledgement

---sponsor report

Street Intercept Methodology

stopping spectators to talk and or athletes to try to get information in time

-have an incentive(coupon)

-keep it short to not ruin their experience

Quantitative and Qualitative methods

use a survey and or recording

Staff Evaluation

360 Degree Evaluations

manager evaluates peers, subordinates, and superiors to help allocate and find resources.

helps see if what they are supporting and achieving what their mission is

Budget Evaluation

stay away from clumping and miscellaneous

Security Deposit

money to put down to reserve location

expense settlement

who will be paying what

-will venue be paying for certain things?

- what revenue will things be taken out of

---estimated out sheet

Marshalling revenue

identifying, organizing, and accounting for everything related to revenue

--don't let money slip through the cracks

Primary revenue streams

- sponsorships

-merchandise/concessions/parking

-media rights

receipt of money in trust

-ticket sales

-registrations

-tracking performace, and can help keep money safe for things that need returns

Payment of Express

Collect invoices and labor reports

-Review for discrepancies

pass-through charges

sport event legacy

all planned and unplanned, positive and negative, intangible structures created by and for a sport event that remains for a longer time than the event itself

-late 80s and early 90s

forms of legacies

-economic

-political impact

-environmental impacts

-national unity/ pride

benefit legacy

-improved roads

-update areas

-increased tourism

negative legacy

-high construction cost

---debt

-money could be going towards somethings else

-reduced access to facility

white elephants

building used for certain event but cannot be used for the future

NEGATIVE

2010 Vancouver Olympics Legacy

proposed a modest budget of 8 billion dollars.

--spaces were used to the best of their ability

--infrastructure: train line

---set aside money for after the games to help things not become a white elephant

2014 Sochi Winter Olympic Legacy

51 billion dollars

--help to create rail system which is not used today

--many unused venues

--Russians using enhancements for olympics so they could win in Sochi

Legacies for Recurring events

-memory of a person or cause

-money raised for charity

-inspiration

Actions of event managers

-plan

-Train and Rehearse: how will you react to certain situations?

-Anticipate: plans for bad weather, how many people will you really think will show up?

-Delegate: who will be doing what?

-Communication: having things laid out so on the day of event, people know who to contact when needed

Event Flow

movement of vehicles and people providing, spectating at, or participating at the sport event

ARRIVAL/CHECK-IN

plan when people should come in so you can make accomidations if needed

staff briefing

-responsibility overview

-breaks and rotation

-positional assignment

post-event debrief

thank you and go over what went well

disseminating info

utilizing things to help enhance experience

-social media, scoreboards, location of the bathrooms

participant management

-communication

-packup pick up when they get there

Desirable Characteristics of flow

1) Progress: feel as you are making progress on what your next step is

2) Efficiency: is the parking the best to the ability

3) Safe: don't put the people at risk

importance of time sequence

when does everyone need to be there?

Forms of Event Flow

1)Vehicular Flow: trying to figure out what vehicles will be there? '''police, staff, VIP, sponsors, etc

----how to deliver later arriving people::: remote drop off

2) Participant flow: when and how will athletes get there smoothly

----implement shuttles

3)spectator flow: how will arrival and departure look like?

-----how and when to staff

Facilitating event flow

Signage: correctly placed

1) directional signage

2) informational signage

Staffing: the more people working in certain area, the more smooth things go

lighting: so people can see where they are going

crowd management

Measures and strategies taken to facilitate the movement and enjoyment of people

crowd management strategies

1)No ReEntry: not serving alcohol

2) Using PA announcement how to create a safe environment:: family friend area

Crowd management considerations

-expectations

-crowd dynamics

-movement theory: 2 researchers:: equation of how fast the crowd can move through a space

-alcohol policy

how does crowd control differ from management?

what is support event when crowd behaves disorderly and crowd is unruly/dangerous

customer service

process of ensuring customer satisfaction with a product or service

intangible for sport events

front of house staff

direct contact with athletes or spectators

EX: box office, concessions, ticket takers, ushers

back of house staff

behind the scene but things have big impact on the experiences:

set up, managers, operations of equipment,

moments of truth

interactions of customer and core product

how will front and back staff support each other

JD power fan experience survey

gets feedback: 7 most important

1) seating area and game experience

2)security and ushers

3) Leaving the game

4) arriving at the game

5) food and beverage

6) ticket purchase

7) souvenirs and merch

Customer service help

-importance of training and culture

-be customer oriented

Morrisons (2010) Five dimensions of service

- Reliability: interactions are consistent

-assurance: consumers have confidence

-tangible : venue physical look and if everything is working

-empathy: showing degree of caring

-responsiveness: willingness to help

steps in conflict resolution

1) Listen

2) Apologize

3)Empathize

4) Explain

5) Act

service recovery

previous upset customer ends up satisfied

Logistics

communication and coordination of resources to ensure the right people, equipment, and services are available at the right time

Event facility selection

-physical requirements

-amenities

-traffic flow

-seating

-sound

-hotel availability

Logistical areas

Food and Beverage

-events are often required to provide food to spectators, staff, sponsors

waste management/custodial services

-necessary to keep venues clean

Important Logistical Areas

vendor relationships"

strong relationships with vendors lead to improved product and service offerings for spectators participants

Transportation

often first point of contact at sport event with participants/spectators

lighting

-important for safety and a critical component for a possible revenue stream

ceremonies

form and complexity can vary greatly based on events requirements

Online Registration

secure and simple

-accurate and complete information

Collection of Info

-pertinent contact info

'''''team info, athlete info, parent info

-waivers, releases, and medical info

-past performance

-player info packet

On-site check in

Material available

----spreadsheet to make sure have all fees, waivers

appropriate location

ID Verification

---make sure athlete is registered

Ticket

Limited contract

Ticket buyer has the right to attend sport event

Right to voice opinions

Revocable Permit

Sport event has the right to take away ticket if buyer broke the terms of agreement

Customer Right to Info

Seat Location

--reserved seat?

-permission-able behavior

_be loud?

-when and where

-cancelation procedures

-when and how info will be distribute

Importance of Facility

Facility Characteristics: is the place nice and is the price really worth it?

-temporary venue: level of quality

seating configurations: types of seating and how is seating efficient

Seating options

Reserved seating: tier price, extra staffing, customer service

General Admission: first come first serve, last minute staffing

Standing Room Only: no seats guarantee: FIRE MARSHALL MUST BE PRESENT

festival seating: desirable places, patio areas, places to hangout

additional factors: can use combination

-need accessible seating: handicap and needs routes

Ticket Manifest

identify how many seats are in each section

-seat software

ticket accounting

how will tickets be collected?

punch ticket?

stub: who exactly is coming in

scan: what seats are taken

design: want to let people keep as souvenir

print: hard tickets? less common

-- at home printing

---apps

Ticket Pricing

Fixed price: one price for everyone

tiered pricing: location causes price of tickets

>>>>>>also varies on game

dynamic pricing: supply and demand

ticket bundling/ partial packaging: can bring in seats at less desirable games

incremental Revenue and breakage: bundles with coupon and tickets

outsourcing: maximize revenue

premium tickets: enhance amenities

credentialing: making system to make premium tickets worth it

Secondary Market: stub hub

Reasons to follow laws and regulations

-protect legal interest

-operate ethically

-provide a safe and secure environment

-protect financial investment

important regulations

Americans with disabilities act: facilities required to provide barrier-free accommodations

occupational safety and health administration: focus is to reduce the number of job-related illness, injuries, and death

fair labor standards act: overtime and pay, minimum wage, child labor FLSA

volunteer protection act: sport event can be liable for volunteers action

liabilty

being held legally responsible

potentially liable parties

-employees

-admin

-corporate entity

breach// negligence

must provide safe and secure environment

duty// negligence

recognized social norm regarding personal conduct with others

cause // negligence

must be proven that event created a dangerous situation or failed to take precaution

damage // negligence

typically physical or emotional injury

threats to events

scheduling: might go longer then anticipated

medical attention: cpr and AED needed, athletic trainers?

heat-related illness

lightning safety

blood-borne pathogens

equipment and supervision

insurance

risk management

process of staying of risk

seek output to see how others handled

oversee over time

Elements of Risk Management: sharp,moorman, and claussen

-identification: addressing planning and what could happen

-assessment and classification: previous forms to classify threats

-treatment and management:risks can be accepted but worked around

DIM Process

1)developing the plan

2)implementing the plan

staff accepts

3)manage the plan

Risk Management Matrix

Extremely High Risk: E

High Risk: H

Moderate Risk: M

Low Risk: L

risk management treatments

1) Avoidance

-----high and very high risk,

2) Prevention

-----rules and regulations, bans, replacements

3) Reduction

-----low and very low

defining organizational goals, running out of food, making sure you have enough staff

4) Relationship management

----stokehold engament, how can people be safe

5) reallocation

---moderate

look at others to help, security, transfering the risk

6) Diffusion: creating back up

-----addition venue, transportation, staff, generator

7)Legal

---law, consent forms, insurance, contracts/agreements

Risk Management vs Emergency Planning

Risk Management: planning and strategy to not have risks

Emergency: how will they act when

most effective when it is communicated with everyone

Step 1)

Assess Risk

-venue characteristics

-threat rating

-vulnerable assessment

step 2) Plan Preparation

-incident commander

-pertinent info, resources, and spaces

-command center -

-evacuation

step 3) train/rehearsals

-incident stimulations

Medical Planning

Command center "BASE"

-majority of medical attention

-equipment

-level of care: what is appropriate level of medical professionals

-Rendering Assistance and Transportation

Medical Planning : Participants

Medical Director

equipment

participant medical information

venue challenges

Elements of a contract

1. Offer

2. Acceptance

3. Consideration

4. Capacity

5. Legality

contract Components

-basic provisions

-terms and conditions

---boilerplate saves time

-alterations/addenda

Minor vs. Material Breach

material: BIG difference

-can seek other

Minor: very little and can carry on

Anticipatory vs Actual

one side of partnership says they cannot carry what is in the contract

totally fails to full extent and isn't made aware

Expectational Damages:

You have the right to the value of the deal

consequential

harder to find

game contract

Sets the guidelines for the competition

day time and place

financial considerations

--game guarantee

event contract

Associated with the number of ancillary events as part of, or surrounding a major event (basketball tournament)

banquet, tailgate, concerts

sponsorship contract

each is unique

agreement must be mutally beneficial

sponsor want sales leads

venue contract

most complex

date and time

rental fees

cancellations

signage

aleratations

food and berverage: suggested or need to use

entertainment

secure day and price

exclusivity clause

limits the ability of the property owner to lease space in the building to competitors of existing tenants

coporate social responsibility

business approach that contributes to sustainable development by delivering economic, social, and envirmomental benefits for all stake holders

Sustainability

practices to account and protect the envimorement during event planning and management operations

Formual E

potential of sustainable mobility

-driver has to get out and switch cars because cars can only last for so loong

Internal Factors of Bid Considerations

1) Maximizing bid team composition to ensure the inclusion of experts with relevant professional credibility

2) Showing the capability to host the event

3) Number of past bid attempts

Process Factors of Bid Considerations

1) Having a complete understanding of the requirements and of formal and informal decision-making processes

2) Not assuming the decision-makers are experts, or that they use rational criteria for selection

3) Customizing (in)tangible products/services for the event and exceeding expectations of event owners

External Factors of Bid Considerations

1) Knowing the bid's strengths and weaknesses relative to the bid committee's competition

2) Agendas and influences of different stakeholders

3) Local, regional, and/or national policies

Planning Phase

1) Make the vision a reality

2) Key decision areas such as name, theme, time, location, duration

3) Decision on budget and personne

l4) Make a SWOT analysis

5) Operational Timeline

6) Contingency Planning