Behind the Scenes at an Event-Logistical Details & Risk Management

Tampa Bay Bucs Video INVESCO FIELD VIDEO

Stadiums now about the overall experience Don’t have to be a fan to enjoy the game

From a Facilities Standpoint, can be a nightmare Reds Hospitality Options

•Good Experiences

•Not so good experiences

•Attire • Giving directions – “Where do I find ______?”

SECURITY/PARKING ATTENDANTS

• Access on game days • Traffic • Parking Access • Friendly?

CONCESSION WORKERS • Efficiency • Friendliness • Volunteer Groups

•Will Call Issues •Your Experiences? •Handling will call issues •Avoid it if you can! •Kiosks have helped •Can get confusing

•Public •Visiting Team •Player Guests •Media •Recruits/Coaches

•How are you communicating this info?

WILL CALL

Guest Relations Booths/Kiosks

Informational literature/questions Lost and found Lost children/group members Seating Identification wristbands

• Age Restrictions

• Credentials

• Dangerous

• Donor issues!

Premium Tickets • Premium Ticket Stock • Access to Premium Areas – Club

• Diamond Club – solutions • Wristbands • Club Lounges – Op Day & Rain Delays • Over capacity • Why it is important to get along with Facilities staff! • Duplicate ticket issues!

• Who do you take care of in this situation?

CODE OF CONDUCT

Example: Ejection Guests who refuse to follow the direction of Yankee Stadium Team Members (please see "Yankee Stadium Team Members") or who do not comply with the Guest Code of Conduct face ejection without refund and revocation of season tickets and/or future ticket privileges and may also be in violation of New York City ordinances, resulting in possible arrest and prosecution.

Why do you need Code of Conduct for a Facility?

ALCOHOL POLICIES? *When to cut off alcohol sales & why *College stadiums – some serve alcohol *Should premium areas be different? REVENUE STREAM

Jerk Line

Groups

• Groups are big revenue drivers for event • But can be a negative experience if you don’t think through:

• Parking • Buses • Drop off locations • Provide maps with tickets – give exact directions!

Stuff happens!

Plan for and manage risks – problem areas? ◦ What are the action plans??

Prevention safeguards

Contingency Plans

Emergency Action Plan

W&S Risk Management Plan

Worst case scenarios

Conduct a RISK ASSESSMENT ◦ Potential threats?

Nature and cause of threat?

Likelihood of happening? Severity?

What could be done to reduce the likelihood or impact?

What protective measures and response options?

How and who will be responsible?

Always a work in progress! ◦ Need to continually update and improve!

How to develop menu of potential threats: ◦ Create standardized format for action plans

◦ Post-mortem

◦ Compile and maintain a checklist of occurred incidents

◦ Add experiences of others

Key decisions ◦ Reporting format

How and when decisions will be made

How will it be communicated?

Client informed

◦ Insurance

Transfers risk based on a premium

General liability

Briefing on hierarchy of communications

Copy of contact list

Command Center ◦ PA SYSTEM

◦ WALKIE TALKIES

◦ HEADSETS

Wet floors? Safety in parking lots? Tripping over power cords

SITE INSPECTION

Emergency Exits

Crowd Density

Alcohol

Hazardous materials

Rushing to set up

Lack of rest

Irregular hours/shifts

Lack of sufficient personnel

Lack of appreciation of safety procedures

Mishandling of equipment

Avoid panic!

It’s all about training ◦ How to respond

◦ Knowing the plan!

All means of egress must be unobstructed!

No elevators!

Protection of property from loss or damage ◦ Develop the security plan! Every event has a

different security need

◦ Signage, badges, locks

RUNNING AN EVENT -COSTS