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Kin 153 Facility and Event Management > Midterm #2 > Flashcards

Midterm #2 Flashcards

1
Q

what tasks need to be accomplished for an event day preperation

A

plan
anticipation - what could happen
delegate - who is doing what
communicate

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2
Q

what can the path from a concept - execution of an event be divided into

A

critical path - week by week
run of play - hour by hour
event script - minute by minute

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3
Q

examples for responsibilities that need to be prepared for an event day

A 
security
parking, transport
concession
staff training
alc
emergency sevice
...
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4
Q

what is important to know regarding event flow

A

flow of activities, vehicles, spectators, participants, officials, and material around the site are logistical concerns

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5
Q

what is the idea of an alternative plan

A

contingency plan to deal with anything that could disrupt the event or harm people
flexibility to implement alternative plan

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6
Q

what does good customer service do

A

increases positive word to mouth

can distinguish event from competition

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7
Q

waht causes an increase in good customer service

A

management needs to priority customer´s needs

new technology

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8
Q

5 point method of dealing with an upset customer

A

listen
apologize
emphasize
explain

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9
Q

new LEAP strategy used by pepple beach to provide good customer service

A

listen
emphasize
acknowledge the problem
provide a solution

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10
Q

one of the most imüprtamt factors in managing the day of the event

A

communication/information flow

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11
Q

waht does a communication plan do

A

maximize efficiency with which people communicate while minimizing the day of the event

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12
Q

what is important regarding staff scheduling

A

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

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13
Q

what increases the efficiency of event operations and ticket collections

A

technology - specialized softwares

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14
Q

arrival of participants

A

first opportunity to create an impression of event

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15
Q

logisitcs of participants

A 
depends on event
locker rooms
hospitality
equipment
warm-up areas
...
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16
Q

what are other aspects that are important in relation to participants

A

communication
liaisons
seperate locker rooms for officials
departure of participants

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17
Q

partcipant evaluation of event

A

determining factor if they intend events in future again
ideas how event can be improved
help to plan future event

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18
Q

important factors regarding sponsors of an event

A

hopitality - exceed expectations
signage
public address announcements
promotion - timing and execution

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19
Q

what needs to be evaluated post event

A 
budget
afety
enjoyment
success
data collection 
media/stakeholder satisfaction
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20
Q

examples for issues that may come up

A 
injury to fans
parking problems
protests
crowd rushes
failure of employee
accumulating trash
...
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21
Q

legal considerations that need to be considered

A 
insurance
weather - may result in cancellation
employment
regulations, licenses, and permits
food handling
liquor
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22
Q

what is important to know regarding insurance of an event

A

varies based on loaction of event

liability insurance always necessary

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23
Q

definition of tort (Unrecht)

A

a civil wrong or injury that often results in monetary damages

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24
Q

damages

A

harm resulting in loss of value for which money can compensate

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25
Q

what does the tort (Unrecht) law involve

A

civil, not criminal actions

negligence (Fahrlässigkeit)

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26
Q

categories of torts

A

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

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27
Q

what are contracts

A

agreements between events and facilitirs, vendors, and ancillary contractors
must be negotiated and formalized
promise that offer willl be presented, considered, and accepted

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28
Q

2 types of contracts

A

bilateral - 2 parties engagin promise

unilateral - one direction

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29
Q

offer of an contract

A

initial promise

usually price tag included

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30
Q

consideration in relation to contracts

A

sth of value offered by one person in exchange of sth of value from other person

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31
Q

capacity related to contracts

A

being of legal ae and metally capable of understanding promise

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32
Q

facility contracts

A

most facilites don´t put on own events

agreement between facility- and event manager

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33
Q

game contracts

A

no discrepancies in terms between participating teams

date, time, location…

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34
Q

sponsoorship contracts

A 
expectations
rights
benefits
fees
governing laws
logo usage
...
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35
Q

waiver and releases contracts

A

if event is participatory -> use waivers

releases organization from liabilities, if participats become injured

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36
Q

example for federal legislation

A

americans with disablities act (ADA)

occupational safety and health asministration (OSHA)

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37
Q

risk management

A

process for managing identifieable risks and insuring those not manageable
process is for visitors often invisible

38
Q

what does a risk management plan contain

A

all necessary elements of a crisis management -, emergeny action -, and communication plan

39
Q

process in which risk management should happen

A 
identify risk
project potential issues
identify remedies
do what is necessary to prevent injuries
create plan
40
Q

what is a resource when assessing issues and attmepting to classify them

A

doscumentation of previous incidents

41
Q

4 option for treating risks

A

retain
reduce
avoid
transfer

42
Q

what does treat and manage of risk require

A

generating standard operating procedures (SOPs)

43
Q

steps of developing risk management plan

A

determine potential risks

classification of risks

44
Q

what does successful implementation of a risk management plan require

A

understanding ofo expectations

45
Q

key of facilitation of risk management plan

A

effectiveness of communication plan

46
Q

threats to an event

A

medical attention
heat-related illness
lightning sefty
equipment and supervision - safety issues

47
Q

what does good crowd controlling lead to public

A

enjoyment
ecourages attendance
reduced accidents, liability claims…

48
Q

what does a good crowd control plan include

A 
# of people
behavior of spectators
layout of facilites
movement of guests
emergencies
customer service
49
Q

other factors that need to be considered when developing a crowd management plan

A 
crowd expectations
crowd dynamics and demographics
movement theory
evacuation procedures
fan education, alc policy
trained staff
crowd control
signage
50
Q

typical sign related to crowd manageemnt

A

directional and informatioal signs

51
Q

what is marketing thought of as

A

promotion
selling
advertising

52
Q

what is marketing

A

a set of processes

53
Q

what is a process

A

particular course or series of actions

54
Q

what does a marketing management process look like

A

one big idea

multiple little idea towards big goal

55
Q

5 steps in strategic marketing process

A 
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
56
Q

what can organizational goals be thought of

A

signposts

support to focus on purpose

57
Q

what is a goal

A

long-term purpose
not measurable or limited to time period
financial and strategic goals

58
Q

financial goals

A

specification and organization ants to achieve in terms of revenue and profit

59
Q

strategic goals

A

specification of performance that an organization wants to achieve in terms of long-term marketing position and comptetiveness

60
Q

what is an objective

A

short-term purpose
measurable, challenging, and time-specific
guides markeitng process

61
Q

characteristics of objectives

A

suitability - supports mission and vision
linkage - developed to achieve broad objective
measurability
feasibility
acceptability
motivating

62
Q

what do we need information on to develop a marketing plan

A

market
competitors
customers

63
Q

part of step 3 - develop a marketing plan

A

market selection

64
Q

what does market selection include

A

segmentation
targeting
positioning

65
Q

market segmentation

A 
demographics
geographics
consumer patterns
utility
psychographics
66
Q

market targeting

A

sizable
measurable
reachable
behavioral pattern

67
Q

market positioning

A

how do we want people to think about our product

68
Q

what is a marketing mix decision divided into

A

product
price
place
promotion

69
Q

primary activites for implementing marketing plan

A 
organizing
leadership and interaction
resources acquisition and allocation
coordination and timing of activities
info management
70
Q

organizing related to implementing a marketing plan

A

how organization should be structured to be carry plan out

71
Q

leadership and interaction related to implement a marketing plan

A

those involved in process need to understand roles - provide feedback
motivation of workforce to implement plan

72
Q

resources acquisition and allocation of integrating markeiting plan

A

people woth right skills
appropriate equipment
money
influenced by economic environment

73
Q

coordination and timing of activities to implement a marketing plan

A

securing human, financial and technological resources

activities carried out in timly manner

74
Q

information management in relation to implementing a marketing plan

A

info carried to appropriate peopleinfo about tarket segment is vital to develop mix elements

75
Q

how do we know when and how to change a plan

A

by evaluating the acievement of goals and objectives

76
Q

steps of control and evaluation

A

measuring results
compare results to objectives and goals
communicate results
modify the plan as needed

77
Q

how do we measure results

A

sales analysis
profitability analysis
customer satisfaction
marketing audit

78
Q

what causes facility security to change

A

9/11

79
Q

what is key to security

A

forseeability

80
Q

what is necessary to ensure employees are capable of implementing a security plan

A

a plan
facility that meets applicable building codes and statues
sufficient staff
properly trained staff

81
Q

another important aspect regarding security

A

crowd management

82
Q

crowd management

A

what kind of crowd
how do crowds move
fan/participation education

83
Q

difference between crowd management and crowd control

A

croud control -> when already in trouble

crowd management -> proactive steps to prevent crowd problems

84
Q

event security perimeters

A

inner
middle
outer

85
Q

outer perimeter

A

buffer zone
goal - reduce vehicle traffic
extend to max practical possible
minimum 100 ft.

86
Q

middle perimeter

A

first level of access for staff and spectators

need a ticket/credential

87
Q

inner perimeter

A

varies depend of event/facility type
locker rooms, stage, warm up area…
high level of security
need of credential

88
Q

crisis planning

A

what internal, external, or technology threats can harm a facility

89
Q

emergency action plan

A

can be mandated by the OSHA to give employees and consumer the means to get out of facility alive

90
Q

continuity management

A

how a facility stays open or recover after a major disaster

e.g. fire, eathquake, terror…

Kin 153 Facility and Event Management (3 decks)

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