1. Chapter 15 Human Resource Management รศ. ดร. เสรี วงษ์มณฑา 1

2. Organisation chart for a product launch. Tech officer operations Tech officer support audio-visual operator waiters bar person chef Admin/sales support Technical Operations Manager Director Research and Development Hospitality and Catering Manager Customer Relations Manager Media manager Event Manager Director Marketing Product displays Product kit Tech support decor catering service invitations program speakers media invitations media releases advertising media liaison set-up cabling arrange product display and operation demo technical manuals product specifications demo lighting sound audio-visual room set-up drink service food service clearing bar set-up bar service point of sales hot and cold snacks hot drinks pastries invitations rsvp guest list greet, seat sell products program audio-visual presentation greet, seat sell product media invitations product kit production greet, seat distribute kit 2/14

3. Organisation chart – Day of Fun Run Contest/Race Manager Event Director Volunteer Coordinator Volunteer Coordinator Event Stakeholders Emergency services Police Media Sponsors Marketing/ Sponsor Liaison Marketing/ Sponsor Liaison Administration Operations (visitor service) Operations (visitor service) Operations Manager (Support service) Operations Manager (Support service) Race Logistics Timing and Ceremonies Race Volunteers Communicatio ns Control Centre Traffic and Parking Security Cleaning and Waste Management Information Booth/ Lost and Found Merchandise Sales Vendors (includes catering) Volunteers (customer service) Registrations Ticketing Information Technology Volunteers Public Relations Communications Control Centre (radio channel one) EMERGENCY 3/14

4. TRAINING 1.General outline 2.Venue information 3.Specific job information 3.1 shift routine and specific tasks –Location of check-in area and check-in procedure –Reporting for shift and briefing –Uniforms and equipment –Incident reporting system –Supervision –Specific roles –Breaks and meals –Debriefing and check-out 4/14

5. 3.2 Venue operations –Venue organisation and support operations –Staffing and policies/rules –Emergency procedures –Radio procedures –Other relevant procedures 5/14

6. 3.3 General event information –Event outline and objectives –Event audience expectations –Transport –Related local services information –Contingency planning 6/14

7. Key aspect of professional customer service. Customers will see us as PROFESSIONAL if we are: well-informed courteous Calm and composed helpful proactive identifiable Proud of venue 7/14

8. PREPARING STAFFING POLICIES 1.Work in a safe manner 2.Do not endanger the health and safety of others 3.Report all accidents and incidents 4.Protect the confidentiality of the event organisation and sponsors 5.Do not say anything derogatory about any aspect of, or person involved in, the event 8/14

9. 6. Refer media questions to the correct persons 7. Look after equipment, uniforms and other assets 8. Act in a polite and courteous way to spectators and team members 9. Use and abuse of alcohol or drug while on duty is prohibited 10. Act in a financially responsible manner 11. Follow reasonable instructions of supervisors and senior event staff 9/14

10. Tangible rewards include: Merchandise Tickets Post-event parties Recognition certificates Statement of duties performed Meals and uniforms of a high standard Badges, memorabilia. 10/14

11. MANAGING VOLUNTEERS Volunteers have the right to be treated as co- workers They should be allocated a suitable assignment, task or job They should know the purpose and ground rules of the organisation Volunteers should receive continuing education on the job as well as sound guidance and direction They should be allocated a place to work and suitable tools and materials 11/14

12. They should be offered promotion and a variety of experience Volunteers should be heard and allowed to make suggestions They must be adequately insured They should be given a reference at the end of the event 12/14

13. The personal benefits, as perceived by volunteers, were: Personal satisfaction Social contact Helping others in the community Doing something worthwhile Personal or family involvement Learning new skills Using skills and experience Being active 13/14

14. Chapter 15 Human Resource Management - The End -