Chapter 11 Event Services and Logistics Event Services and Logistics C H A P T E R 11

Event Timeline A sequential listing of all the tasks associated with the event. It is divided into phases. –Event research: Gather data that will assist with the planning of the event. –Event planning: Start with a meeting of all key stakeholders. –Event coordination: Synchronize and integrate activities, responsibilities, and organizational structures to ensure that organizational resources are used efficiently. –Event evaluation: Prepare and distribute surveys and questionnaires and collect, tabulate, and analyze the data.

Registration and Ticket Sales Events catering to active participants are more likely to have some type of registration process in comparison to a regular-season contest attracting passive spectators. Sports fans have a variety of choice in terms of tickets: general admission, reserved and box seating, club seats, and luxury suites. Take time to research the various options for the types of ticket that will be used to sell the event.

Food and Beverage Food and beverage operations at an event are vital. Considerations for event planners: –Providing meals for participants: Many sporting events have meal functions for the participants, which may take place at the host hotel or sport venue. –Concession operations: The need and sophistication of concession operations will vary based on the type of event being planned. Another important aspect of concession operations is determining whether the venue will serve alcohol. –Hospitality: This involves the relationship between a host and a guest. Many venues now sell hospitality suites as part of their luxury ticketing inventory.

Waste Management and Custodial Services One of the key factors to servicing an event is a sustainable program for waste management. –Managing waste systems is an important factor not only from an environmental perspective but also in terms of service quality of the venue. –Cleaning before and after a sporting event is a critical service factor. Depending on the type of event, custodial services may be outsourced or event planners may use staff or volunteers.

Transportation Events that involve moving guests from one location to another can be a challenge and may require various modes of transportation: planes, automobiles, boats, and trains. There can be hidden transportation costs that are absorbed during the event. One key factor is that transportation is often the first point of contact with the event for many attendees.

Working With Vendors Developing strong relationships with vendors is a factor in event management. Continually work to cultivate the relationship with vendors. Using outside vendors can reduce but not totally eliminate an organization’s legal responsibilities. Event planners should be careful when selecting vendors because the reputation of the event will be affected by the products and services provided by the vendor.

Facilities During the bidding process, the event manager may be required to interact with the facility manager of the sport venue regarding the necessary facility requirements and specifications for the event. Most likely the event planner will have one primary contact for each sport venue, but there are cases where the event planner will have to work with multiple people. One of the key issues for event managers is determining the physical requirements of the event. These physical requirements should be in the request for proposal (RFP) submitted to the sport venue before or during the initial site visit.

Restrooms and Traffic Flow The number of restrooms and hand washing stations required for an event will vary according to local and state sanitary codes based on attendance levels. Additional portable restrooms may be required. Traffic flow can be seen from two standpoints: 1.As attendees enter the event in passenger cars, how will traffic flow in and out of the sport venue? 2.How will you set up the sport venue or points of purchase within the venue for the flow of spectators or participants? Signage is an important safety tool and should be readily visible and legible.

Seating Many stadiums have been built in the past decade. Seating is an important factor in these new stadiums, providing fans with chair backs, wider seats, and drink holders. There are also many seating options for luxury and club seating with upscale amenities such as bars, private restrooms, and TVs. The Americans with Disabilities Act requires new stadiums to be accessible to people with disabilities so they, their families, and their friends can enjoy equal access to entertainment, recreation, and leisure.

Customer Service Higher-quality service produces more satisfied customers who return to the event in subsequent years. The service experience for the active participant begins the minute they depart from home and lasts until they arrive back home. During planning stages, consider possible areas where the event process may suffer a service failure. Customer service must be a primary initiative of everyone involved in planning a sporting event. Communicate expectations of what constitutes quality service to everyone involved in the planning process.

Sound Some sounds can be controlled by the facility manager, but others cannot. Often times in sports, music is used by marketers to enhance the atmosphere of the stadium or arena and excite the crowd. Meet with facility mangers during the initial planning stages for the event and provide details concerning needs for each facility space.

Hotels The merger of sport and tourism is a considerable factor in the industry. As more events travel between destinations, participants and spectators follow along and need a place to stay. Negotiating hotel contracts and room blocks is an important duty for sport event planners during site selection. One of the toughest challenges is estimating the number of hotel rooms required for an event.

Award Ceremonies Award ceremonies are usually celebrated at the conclusion of an event. They could be postgame ceremonies or ceremonies incorporated into a more formal event held at a hotel or other venue which include dinner, entertainment, and plaques, trophies, scholarships, gifts, or cash awards for honorees.