Midterm #2 Flashcards
what tasks need to be accomplished for an event day preperation
plan
anticipation - what could happen
delegate - who is doing what
communicate
what can the path from a concept - execution of an event be divided into
critical path - week by week
run of play - hour by hour
event script - minute by minute
examples for responsibilities that need to be prepared for an event day
security parking, transport concession staff training alc emergency sevice ...
what is important to know regarding event flow
flow of activities, vehicles, spectators, participants, officials, and material around the site are logistical concerns
what is the idea of an alternative plan
contingency plan to deal with anything that could disrupt the event or harm people
flexibility to implement alternative plan
what does good customer service do
increases positive word to mouth
can distinguish event from competition
waht causes an increase in good customer service
management needs to priority customer´s needs
new technology
5 point method of dealing with an upset customer
listen
apologize
emphasize
explain
new LEAP strategy used by pepple beach to provide good customer service
listen
emphasize
acknowledge the problem
provide a solution
one of the most imüprtamt factors in managing the day of the event
communication/information flow
waht does a communication plan do
maximize efficiency with which people communicate while minimizing the day of the event
what is important regarding staff scheduling
arrival and check-in
staff briefing
responsibilities overview
breaks an rotation
problem resolution - educate how to deal with issues
positional assignment
postevent debriefing and staff evaluation
what increases the efficiency of event operations and ticket collections
technology - specialized softwares
arrival of participants
first opportunity to create an impression of event
logisitcs of participants
depends on event locker rooms hospitality equipment warm-up areas ...
what are other aspects that are important in relation to participants
communication
liaisons
seperate locker rooms for officials
departure of participants
partcipant evaluation of event
determining factor if they intend events in future again
ideas how event can be improved
help to plan future event
important factors regarding sponsors of an event
hopitality - exceed expectations
signage
public address announcements
promotion - timing and execution
what needs to be evaluated post event
budget afety enjoyment success data collection media/stakeholder satisfaction
examples for issues that may come up
injury to fans parking problems protests crowd rushes failure of employee accumulating trash ...
legal considerations that need to be considered
insurance weather - may result in cancellation employment regulations, licenses, and permits food handling liquor
what is important to know regarding insurance of an event
varies based on loaction of event
liability insurance always necessary
definition of tort (Unrecht)
a civil wrong or injury that often results in monetary damages
damages
harm resulting in loss of value for which money can compensate
what does the tort (Unrecht) law involve
civil, not criminal actions
negligence (Fahrlässigkeit)
categories of torts
intentional torts - intent to commit act and harm
megligence or gross negligence (hault) - no intent to commit, but failure to act carefully
products liability - legally responsible regardless of intent
what are contracts
agreements between events and facilitirs, vendors, and ancillary contractors
must be negotiated and formalized
promise that offer willl be presented, considered, and accepted
2 types of contracts
bilateral - 2 parties engagin promise
unilateral - one direction
offer of an contract
initial promise
usually price tag included
consideration in relation to contracts
sth of value offered by one person in exchange of sth of value from other person
capacity related to contracts
being of legal ae and metally capable of understanding promise
facility contracts
most facilites don´t put on own events
agreement between facility- and event manager
game contracts
no discrepancies in terms between participating teams
date, time, location…
sponsoorship contracts
expectations rights benefits fees governing laws logo usage ...
waiver and releases contracts
if event is participatory -> use waivers
releases organization from liabilities, if participats become injured
example for federal legislation
americans with disablities act (ADA)
occupational safety and health asministration (OSHA)
risk management
process for managing identifieable risks and insuring those not manageable
process is for visitors often invisible
what does a risk management plan contain
all necessary elements of a crisis management -, emergeny action -, and communication plan
process in which risk management should happen
identify risk project potential issues identify remedies do what is necessary to prevent injuries create plan
what is a resource when assessing issues and attmepting to classify them
doscumentation of previous incidents
4 option for treating risks
retain
reduce
avoid
transfer
what does treat and manage of risk require
generating standard operating procedures (SOPs)
steps of developing risk management plan
determine potential risks
classification of risks
what does successful implementation of a risk management plan require
understanding ofo expectations
key of facilitation of risk management plan
effectiveness of communication plan
threats to an event
medical attention
heat-related illness
lightning sefty
equipment and supervision - safety issues
what does good crowd controlling lead to public
enjoyment
ecourages attendance
reduced accidents, liability claims…
what does a good crowd control plan include
# of people behavior of spectators layout of facilites movement of guests emergencies customer service
other factors that need to be considered when developing a crowd management plan
crowd expectations crowd dynamics and demographics movement theory evacuation procedures fan education, alc policy trained staff crowd control signage
typical sign related to crowd manageemnt
directional and informatioal signs
what is marketing thought of as
promotion
selling
advertising
what is marketing
a set of processes
what is a process
particular course or series of actions
what does a marketing management process look like
one big idea
multiple little idea towards big goal
5 steps in strategic marketing process
scan and analyze self clarify strategic objective and goals develop a marketing plan integrate marketing plan into broader, strategic allocation of resources to ensure success control and evaluate
what can organizational goals be thought of
signposts
support to focus on purpose
what is a goal
long-term purpose
not measurable or limited to time period
financial and strategic goals
financial goals
specification and organization ants to achieve in terms of revenue and profit
strategic goals
specification of performance that an organization wants to achieve in terms of long-term marketing position and comptetiveness
what is an objective
short-term purpose
measurable, challenging, and time-specific
guides markeitng process
characteristics of objectives
suitability - supports mission and vision
linkage - developed to achieve broad objective
measurability
feasibility
acceptability
motivating
what do we need information on to develop a marketing plan
market
competitors
customers
part of step 3 - develop a marketing plan
market selection
what does market selection include
segmentation
targeting
positioning
market segmentation
demographics geographics consumer patterns utility psychographics
market targeting
sizable
measurable
reachable
behavioral pattern
market positioning
how do we want people to think about our product
what is a marketing mix decision divided into
product
price
place
promotion
primary activites for implementing marketing plan
organizing leadership and interaction resources acquisition and allocation coordination and timing of activities info management
organizing related to implementing a marketing plan
how organization should be structured to be carry plan out
leadership and interaction related to implement a marketing plan
those involved in process need to understand roles - provide feedback
motivation of workforce to implement plan
resources acquisition and allocation of integrating markeiting plan
people woth right skills
appropriate equipment
money
influenced by economic environment
coordination and timing of activities to implement a marketing plan
securing human, financial and technological resources
activities carried out in timly manner
information management in relation to implementing a marketing plan
info carried to appropriate peopleinfo about tarket segment is vital to develop mix elements
how do we know when and how to change a plan
by evaluating the acievement of goals and objectives
steps of control and evaluation
measuring results
compare results to objectives and goals
communicate results
modify the plan as needed
how do we measure results
sales analysis
profitability analysis
customer satisfaction
marketing audit
what causes facility security to change
9/11
what is key to security
forseeability
what is necessary to ensure employees are capable of implementing a security plan
a plan
facility that meets applicable building codes and statues
sufficient staff
properly trained staff
another important aspect regarding security
crowd management
crowd management
what kind of crowd
how do crowds move
fan/participation education
difference between crowd management and crowd control
croud control -> when already in trouble
crowd management -> proactive steps to prevent crowd problems
event security perimeters
inner
middle
outer
outer perimeter
buffer zone
goal - reduce vehicle traffic
extend to max practical possible
minimum 100 ft.
middle perimeter
first level of access for staff and spectators
need a ticket/credential
inner perimeter
varies depend of event/facility type
locker rooms, stage, warm up area…
high level of security
need of credential
crisis planning
what internal, external, or technology threats can harm a facility
emergency action plan
can be mandated by the OSHA to give employees and consumer the means to get out of facility alive
continuity management
how a facility stays open or recover after a major disaster
e.g. fire, eathquake, terror…
