SPTE203 Final Exam

Acceptable questions

-Current legal name? -Are you over the age of 18? -Are you legally authorized to work in the U.S.? -Place of residence -Whether applicant can meet work schedule or job requirements -By whom were you referred for this position? -Names of persons willing to provide professional references -Ability to perform job-related functions -Have you ever been convicted of a crime?

Unacceptable questions

-Maiden name? -Age? National origin? Past marital status? -Birth date? -National origin, ancestry, prior marital status? -Are you a U.S. citizen? -Do you own a home? -Religion or religious holidays? -Marital status? -With whom for do you reside? -Have you ever been arrested? -Handicapped? Disability? -Have you ever been hospitalized? For what? -Does your religion prevent you from working weekends or holidays? -Specific questions about military service?

Unitary demand

A 1-1 relationship in elasticity of demand. If the price is cut in half, then demand will double or that if price is doubled then demand will be cut in half.

Engineering

A component of venue operations - Refers to refrigeration, HVAC, boilers, life safety systems, generators, water systems

Policy

A contract between the person (injured) purchasing the insurance and the organization (insurer) offering to provide the coverage.

Waiver

A document where the signer voluntarily gives his right, by contract, to sue a service provider for its negligence. Implies that a person agreeing to accept the risk of harm (the signer) caused by another's actions (the provider) must understand and comprehend the nature of the risk. A contract, so the intent must be unambiguous and definite.

Hot stove rule

A good illustration of how to impose disciplinary action without generating resentment. This rule draws an analogy between touching a hot stove, and undergoing discipline. When you touch a hot stove, your discipline is immediate, with warning, consistent, and impersonal. Provides a warning (feels hot), consistent (burns every time), immediate (burns now), impersonal (burns all alike)

Premium

A payment to the insurance company offering the coverage. Size of it is usually inversely related to the size of the deductible.

Internship

A practical employment strategy that provides an opportunity for both the employer and intern to engage in an employment test drive for a limited period of time. Benefit both parties.

Risk management

A proactive process that involves assessing all possible risks associated with the event and its stakeholders by strategically anticipating, preventing, minimizing and planning responses to mitigate these identified risks. "A management strategy to maintain greater control over the legal uncertainty that may wreak havoc on a sports business."

Adjuster

A representative of the insurance company who determines the amount of financial responsibility an insurance company owes to the policy-holder.

Agent

A representative of the insurance company who sells and services the policy to an interested party.

Non-inherent

A risk classification - Must be decreased as much as possible by the venue manager since courts will not accept an "assumption of risk" defense if the participant or spectator did not know, understand and appreciate the inherent risk.

Inherent

A risk classification - Normally associated with the specific activity or sport. If these risks were deleted, the resulting activity would be different from the original. Ex: Falling in rock climbing, drowning in swimming,

Rider

A set of requests or demands that a performer sets as criteria for performance. Types of riders include hospitality and technical.

Avoidance

A treatment for risks - A specific activity should not be started or the activity should be discontinued if it is presently being offered.

Named perils insurance

A type of property insurance that only covers the specific risks spelled out in the policy. The coverage will only be for certain events that are specifically mentioned in the insurance policy. Ex: Wind, hail, fire, lighting. Most are natural occurrences and are virtually uncontrollable.

Americans with Disabilities Act (1990)

ADA - Prohibits discrimination based on disability. Requires covered employers to provide reasonable accommodations to employees with disabilities, and imposes accessibility requirements on public accommodations.

Claim

After suffering a financial loss, a policy-holder's notification to the insurance company to cover the financial liability according to the stipulations of the policy.

Back of house

All of the staff members who do not normally interact with patrons. Ex: Custodians, engineers, stagehands, electricians, plumbers, HVAC technicians, carpenters, housekeepers

Front of house

All of the staff that interacts with event patrons. Ex: Ushers, ticket takers, door guards, ticket sellers

Deadwood

All of the unsold tickets from an event

General admission

Allows individuals to sit virtually anywhere they want on a first-come, first-serve basis. The seat isn't for a specific seat, but for a seat somewhere in the facility. Popular for certain sections of seats at many intercollegiate athletic events. Ex: Student sections at college football and basketball games. Enables early-arriving students to claim the closest seats.

Capacity crowds

Athletes and entertainers prefer to perform in front of ____________ _____________, which can only happen if the director of ticket operations and the staff work in conjunction with other departments to not only maximize ticket sales but also provide an enjoyable event experience.

All-risk policies

Broader than named perils policies and will insure most any loss unless the insurance company says it isn't covered. Some risks caused by terrorism, earthquakes and floods require specific policies that must be purchased separately and are not usually covered by a general policy.

Computer aided design and drafting

CADD

Computer aided facility management

CAFM

Human resources

Coined in the 1950s with the publication of Peter Drucker's "The Practice of Management." The people who make up the workforce of an organization, business sector, or economy. The policies, practices and systems that influence employees' behavior, attitudes and performance Goal of Human Resource management? To maximize productivity! (Analysis of design of work, employee relations, recruiting, selection, training and development, performance management, compensation, supporting the organization's strategy)

Trends

Current _________ in event tickets: -"The Bar Code" (E-tickets) -Dynamic pricing, which is adjusted based on external factors, started with baseball -Paperless tickets, buyer pick-up (Miley Cyrus failed) -Customer relations management -Capture data and upsell

1. Developing 2. Implementing 3. Managing

DIM Process - Utilized by multiple practitioners to establish effective risk management programs. This simple process involves three basic steps:

1. Audience demographics 2. Audience size 3. Event challenges

Do your homework - What are the three things you need to know about an upcoming event? (AAE)

Equal Employment Opportunity Commission

EEOC - A federal agency that administers and enforces civil rights laws against workplace discrimination. Handles complaints of discrimination. -Requires reexamination of applicants' files for other jobs that may open in the future. Requires accepted resumes to be kept on file for two years.

Emergency management systems

EMS

Reserved seating

Ensures that the ticket buyer has a specific section, row and seat for the event. The majority of sporting events in North America utilize these. When an event includes _____________ _____________, there is the chance that some of the best seats may go unsold while other, less desirable seats are purchased. Purchased tickets may not be utilized by all patrons.

Justin Timberlake and Christina Aguilera (2003)

Example of a concert where rigging went bad, collapsed and injured stagehands.

San Francisco Giants

First pro sports team to begin a reselling program for their season ticket-holders.

Festival seating

For some concerts, this is what general admission seating is called. Concert goers do not have actual seats. Increases the risk of physical injury, as patrons may be smashed against each other on the stage area. Facility managers must determine if the extra revenue is worth the increased risks and liability due to fainting and other potential bodily issues.

Ticketron

Founded in 1965 as Ticket Reservations System and renamed in 1969. Developed technology that allowed kiosks to be deployed in malls and other public places. Eventually, lost its standing as the top ticketing company and was purchased by TicketMaster in 1991.

Customer relations management

Goal is to understand the unique needs of each individual customer. Marketers desire to send specific messages that will elicit a favorable response. Fan loyalty programs are an important component. Facilities striving to know customer purchasing habits.

Morgan Conley

Guest speaker who is an event manager at Colonial Life Arena -Graduated USC in 2010 -Interned at Staples Center/Nokia Arena -AEG (Anschutz Entertainment Group) entertainment group, part of the production crew with Michael Jackson -Got to talk to Michael Jackson about catering -Gigs with the grammies -Moved to Greenville, worked for Bon Secours Wellness Arena - needed risk assessment, became Director of Food and Beverage -Advice: Jump into Minor League baseball, that's where you learn the most, worked for a season with Greenville Drive -Went on to Enterprise Holdings, then CLA -Worked on Darius Rucker concert pre-rig

Hazardous materials handling

HAZMAT

Property insurance

Helps defray costs to repair the loss/damages to the building, locker rooms, ticket booths, check-in counters, snack bars, swimming pools, exercise facilities, equipment, furniture and other areas with specific values. There are two types - named perils insurance and all-risk policies

11,000

How many season ticket holders do the Charlotte Hornets have?

International Alliance of Theatrical Stage Employees

IATSE - A labor union representing over 130,000 technicians, artisans and craftspersons in the entertainment industry, including live theatre, motion picture and television production, and trade shows. Represents virtually all the behind the scenes workers in crafts ranging from motion picture animator to theater usher.

Personal liability insurance

If a spectator, participant or employee is injured by something the facility manager did or not do, then the individual was injured personally and can sue to recover appropriate damages. Ex: -Crowd management staff injures an innocent third party while trying to eject a violent intoxicated spectator. -At Y camp, instead of closely supervising a group of middle school basketball players, the YMCA supervisor is texting his girlfriend. A fight breaks out during the game and a player sustains a broken nose during the fight. -The screen behind home plate at a minor league baseball park has a hole in it. A foul ball flies through the hole and hits a spectator in the eye, causing a visual impairment.

Bridling

In rigging, to suspend a chain motor and its stinger form two points so that it falls somewhere between them.

Dead hang

In rigging, to suspend a load directly below an attachment point.

Indemnification clause

Included in most contracts between sport and recreation managers and the organizations that lease the facility. Sometimes called "hold harmless agreements" allow the organization to be compensated by individuals or organizations renting the facility, if any damage occurs during the event.

Box-office management

Involves organizing and staffing the box office, determining if a ticketing partner will be utilized, selecting the types of tickets to be offered for each event, setting prices, determining when and how to distribute tickets, marketing and initiating sales, and gathering data to develop better relationships with customers.

Preventative maintenance

Maintenance that is regularly performed on a piece of equipment to lessen the likelihood of it failing. Performed while the equipment is still working, so that it does not break down unexpectedly. Ex: walking the building, housekeeping, etc.

National fire protection association

NFPA

Occupational safety and health administration

OSHA

Internal hire

Often involves promoting the current employee. Improves employee morale, because one of their own has been rewarded. Such a hire is often less risky because management knows the employee's strengths and weaknesses and has had an opportunity to engage in a long-term evaluation.

Capital expenses

Payments by a business to acquire or improve long-term capital assets, like buildings and equipment. Are significant purchases that a business makes as an investment. The cost of these capital expenditures is depreciated (the term used is "capitalized") over a period of time equal to what is called the "useful life" of that business asset.

Firing

Prepare script Short and sweet No lingering, have security available Reassign duties

Wear and tear, walk the building

Preventative maintence - _________ ________ ___________ on a facility means a manager must constantly ____________ _______ ____________ to keep up with maintenance and repairs

Loss leader

Pricing a product or service at a level where money is loss (cost and expenses to create and provide product or service > generated revenue) on each sale. Utilized to attract potential customers. Once a customer has arrived to purchase this, he or she hopefully will decide to purchase other items that have much higher pricing markups. Ex: $1 hot dogs

Barcode technology

Scanning tickets with an electronic device is much more efficient than having the ticket-taker inspect and then tear a patron's ticket. Enables the facility to more easily replace lost or stolen tickets.

External recruitment

Searching for an employer outside the organization. May make use of a variety of sources, including online employment websites, traditional employment agencies, college placement centers, newspaper and web-based want ads, and professional associations.

360

Seating configuration - All around arena

270

Seating configuration - Can open up behind stage but must say on tickets that they probably can't see.

180

Seating configuration - Stage in direct center, all seats are good

Transfer

Second type of risk treatment - The shifting of the financial responsibility for an injury or loss from the facility manager/owner to a third party. Occurs when the risk is not severe enough to avoid the risk, but it is greater that what the venue can assume on its own.

Yellow

Shows that contract with the stagehand union to provide stagehands in every venue throughout the tour are known as ________ card shows.

SOPs

Standard operating procedures - Guidelines or methods utilized to manage the facility on a day-to-day basis. The utilization of these will assist a facility or risk manager to identify various risks.

Queue management

Study of customer lines and development of strategies to increase efficiency. Used to control queues. Queues of people form in various situations and locations in a queue area. (How accessible and easy to move around is the venue?) -Visible and accessible locations with proper signage -Ticket kiosks -Flow of lines impacts potential revenue -Box office, first point of contact -Extended hours, Colonial Life Arena has TERRIBLE design, should be organized and efficient, facility website

Drop count

Tearing a perforation in a ticket and giving patron one half and dropping the other half in box. Count stubs at end of the night... more clicks of turnstile than stubs

Scalping

The act of reselling tickets for admission to events. Tickets are bought from licensed sellers and are then sold for a price determined by the individual or company in possession of the tickets. Reselling individual tickets online or outside the event, often bartering on a price that can end up causing someone who bought a ticket at face value to choke on their popcorn. There is no federal law against scalping, but, according to the National Conference of State Legislatures (NCSL), 15 states ban the practice in some way (NO restrictions in NC or SC)

Deductible

The amount of money (liability) the policy-holder owes before the insurance company becomes liable. Typically inversely related to the premium.

Reduction

The fourth treatment a facility manager will try to implement to reduce selected risks. Aims to restrict the risks, therefor diminishing the number of injuries and potential lawsuits. Requires employees to undertake more training, using preventative maintenance instead of waiting for an accident to occur, and compiling extensive records.

Insured

The individual who purchases the insurance policy form an insurance agent. This individual files a claim with the insurer after a financial loss occurs that is covered by the policy.

Insurer

The insurance company who provides the policy and agrees to cover the financial liability of the policy-holder.

Live Nation

The most powerful concert promoter in the U.S. Was formed in 2005 as a spin-off of Clear Channel Communications.

Inventory management

The practice overseeing and controlling of the ordering, storage and use of components that a company uses in the production of the items it sells. Is also the practice of overseeing and controlling of quantities of finished products for sale. A business's inventory is one of its major assets and represents an investment that is tied up until the item sells.

Elasticity of demand

The price of any good or service will have an impact upon demand.

Rigging

The structure that is suspended from the roof or around the stage to support, lights, speakers, or other materials. Normally a permanent at arenas, as they are host to several types of events including, concerts, shows, sports events, and exhibitions.

Insurance

The transfer of financial risk from one individual to an outside organization. The most well-known and popular type of transfer.

Retention

Third type of risk treatment a sport facility manager can select, where the venue becomes financially responsible for any injuries or financial risk that may occur to its stakeholders or the venue itself. Must be planned for in advance and the budget must provide funds to pay for expenses that may be incurred by the organization.

Servicescape

Ticket managers should first investigate the box office's design, layout, available signage and ambiance in the box office area.

Dynamic ticket pricing

Ticket pricing that is adjusted based on external factors. Started with baseball.

Revocable

Tickets are _____________ contracts.

thumbs, elbows, feet, knees, bottoms, tongue, eyes, turn

Tooty Ta instructions: _______________ up, ___________ back, ____________ apart, _____________ together, ______________ up, ___________ out, ___________ shut, __________ around

Ticketmaster

Two Arizona State students -- Albert Leffler and Peter Gadwa noticed most of the available external ticketing outlets had a specific allotment of tickets and once that allotment was gone, waiting customers had to visit another outlet to find remaining available seats. Designed a computer system where all ticketing outlets could access the remaining tickets. They and Gordon Funn founded this company in 1977 and Electric Light Orchestra was the first client in 1977.

Title VII

Under ________ ___________ and Executive Order 11246, employers cannot discriminate against applicants based upon their race, color, religion, sex or national origin. In addition, it is illegal for employment agencies to fail or refuse to refer for employment based on these bases.

Progressive discipline

Unofficial spoken warning Official written warning Second written and threat of temporary suspension Temporary suspension and written last chance Termination

Variable ticket pricing

VTP - Utilized by airline and hotel industries to maximize their revenues by pricing the same location differently based upon various factors. Ex: Most airlines will charge higher prices for seats on planes that fly on Mondays than on Saturdays because business travelers who must attend weekday meetings are not as likely to be as price sensitive as vacation travelers who have more flexible schedules. Most sports' franchises have recently begun pricing games based upon various factors that may contribute to demand. Many MLB teams have weekday prices that are different that those charged on the weekend.

Menu costs

Variable ticket pricing is much easier to utilize now than it was 15 years ago because most facilities do not have the ______ ________ that they did in the past.

1. Read the rider 2. Do your homework 3. Communication 4. Staff accordingly 5. Anticipate challenges

What are the keys to successful event management? (RDCSA)

1. Identify 2. Classify 3. Treat (risks)

What are the steps in developing a risk management plan? ICT risks

1. Hospitality 2. Technical

What are the two different types of rider?

Communication, coordination

What are the two most critical aspects of the event management process? 1. ___________________ of important details (dissemination of information) 2. ___________________ of event activities (following the event plan)

Heating ventilation air conditioning

What does HVAC stand for?

3-5

What is the range of candidates for a formal interview?

15

What percent of accidental deaths in the U.S. come from slip and fall accidents? (Only automobile deaths have more)

Changeover

When a venue undergoes a wide variety of changes to accommodate different types of events. The venue manager is dependent on the operations staff to deliver the building for every event booked. Ex: PNC Arena in Raleigh, N.C. From hockey games and figure skating shows on ice, to concerts to basketball games to Monster and Rodeo Shows, the show must go on. PNC Arena undergoes a wide variety of transformations in the dark of night to make sure everything is ready for your favorite team or performers the next day.

House scale

When a venue's main tenant or the facility itself establishes the ticket price, a ________ ___________ is used. Often occurs with professional sport teams that establish the pricing strategy each year when they play multiple games at the facility.

Performance scale

When an outside promoter or event establishes the price for a one-time or once-a-year event, a _________ _________________ is used. The box office manager and staff are often in an uncomfortable position, because they may not always have input regarding ticket pricing.

Defamation, negligent

While reference checks are useful, many times former employers are unwilling to give information or are leery about giving unfavorable information that could be used former employees as grounds for a ______________________ lawsuit based on a ________________________ referral.