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

Midterm #2 Flashcards

(90 cards)

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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
what does the tort (Unrecht) law involve
civil, not criminal actions | negligence (Fahrlässigkeit)
26
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
27
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
28
2 types of contracts
bilateral - 2 parties engagin promise | unilateral - one direction
29
offer of an contract
initial promise | usually price tag included
30
consideration in relation to contracts
sth of value offered by one person in exchange of sth of value from other person
31
capacity related to contracts
being of legal ae and metally capable of understanding promise
32
facility contracts
most facilites don´t put on own events | agreement between facility- and event manager
33
game contracts
no discrepancies in terms between participating teams | date, time, location...
34
sponsoorship contracts
``` expectations rights benefits fees governing laws logo usage ... ```
35
waiver and releases contracts
if event is participatory -> use waivers | releases organization from liabilities, if participats become injured
36
example for federal legislation
americans with disablities act (ADA) | occupational safety and health asministration (OSHA)
37
risk management
process for managing identifieable risks and insuring those not manageable process is for visitors often invisible
38
what does a risk management plan contain
all necessary elements of a crisis management -, emergeny action -, and communication plan
39
process in which risk management should happen
``` identify risk project potential issues identify remedies do what is necessary to prevent injuries create plan ```
40
what is a resource when assessing issues and attmepting to classify them
doscumentation of previous incidents
41
4 option for treating risks
retain reduce avoid transfer
42
what does treat and manage of risk require
generating standard operating procedures (SOPs)
43
steps of developing risk management plan
determine potential risks | classification of risks
44
what does successful implementation of a risk management plan require
understanding ofo expectations
45
key of facilitation of risk management plan
effectiveness of communication plan
46
threats to an event
medical attention heat-related illness lightning sefty equipment and supervision - safety issues
47
what does good crowd controlling lead to public
enjoyment ecourages attendance reduced accidents, liability claims...
48
what does a good crowd control plan include
``` # of people behavior of spectators layout of facilites movement of guests emergencies customer service ```
49
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 ```
50
typical sign related to crowd manageemnt
directional and informatioal signs
51
what is marketing thought of as
promotion selling advertising
52
what is marketing
a set of processes
53
what is a process
particular course or series of actions
54
what does a marketing management process look like
one big idea | multiple little idea towards big goal
55
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 ```
56
what can organizational goals be thought of
signposts | support to focus on purpose
57
what is a goal
long-term purpose not measurable or limited to time period financial and strategic goals
58
financial goals
specification and organization ants to achieve in terms of revenue and profit
59
strategic goals
specification of performance that an organization wants to achieve in terms of long-term marketing position and comptetiveness
60
what is an objective
short-term purpose measurable, challenging, and time-specific guides markeitng process
61
characteristics of objectives
suitability - supports mission and vision linkage - developed to achieve broad objective measurability feasibility acceptability motivating
62
what do we need information on to develop a marketing plan
market competitors customers
63
part of step 3 - develop a marketing plan
market selection
64
what does market selection include
segmentation targeting positioning
65
market segmentation
``` demographics geographics consumer patterns utility psychographics ```
66
market targeting
sizable measurable reachable behavioral pattern
67
market positioning
how do we want people to think about our product
68
what is a marketing mix decision divided into
product price place promotion
69
primary activites for implementing marketing plan
``` organizing leadership and interaction resources acquisition and allocation coordination and timing of activities info management ```
70
organizing related to implementing a marketing plan
how organization should be structured to be carry plan out
71
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
72
resources acquisition and allocation of integrating markeiting plan
people woth right skills appropriate equipment money influenced by economic environment
73
coordination and timing of activities to implement a marketing plan
securing human, financial and technological resources | activities carried out in timly manner
74
information management in relation to implementing a marketing plan
info carried to appropriate peopleinfo about tarket segment is vital to develop mix elements
75
how do we know when and how to change a plan
by evaluating the acievement of goals and objectives
76
steps of control and evaluation
measuring results compare results to objectives and goals communicate results modify the plan as needed
77
how do we measure results
sales analysis profitability analysis customer satisfaction marketing audit
78
what causes facility security to change
9/11
79
what is key to security
forseeability
80
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
81
another important aspect regarding security
crowd management
82
crowd management
what kind of crowd how do crowds move fan/participation education
83
difference between crowd management and crowd control
croud control -> when already in trouble | crowd management -> proactive steps to prevent crowd problems
84
event security perimeters
inner middle outer
85
outer perimeter
buffer zone goal - reduce vehicle traffic extend to max practical possible minimum 100 ft.
86
middle perimeter
first level of access for staff and spectators | need a ticket/credential
87
inner perimeter
varies depend of event/facility type locker rooms, stage, warm up area... high level of security need of credential
88
crisis planning
what internal, external, or technology threats can harm a facility
89
emergency action plan
can be mandated by the OSHA to give employees and consumer the means to get out of facility alive
90
continuity management
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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