FA Operating Plan (FAOP)-1stversion
International Relations - Honored Guests
J. Krokodeilou
Revised By:
Approved By:
Date: December 2009
(Revision No 1): February 2010
FAOP Honored Guests
TABLE OF CONTENTS
INTRODUCTION
1.EXECUTIVE SUMMARY (PURPOSE)
1.1.Document’s Purpose
1.2.Document’s Aims
2.SCOPE & ACTIVITIES
2.1.Scope
2.1.1.Overview
2.1.2.Operational Period
2.1.3.Key assumptions/Principles/Policies
2.1.4.Activities & Services
2.1.5.Key Interactions
INTRODUCTION
This draft of the FAOP is a guide to allow FAs to identify and define the scope of services and deliverables required for their clients. The identification of the scope of services and deliverables, key interfaces and the services required by, or from, other FAs will be also covered.
This process will be complemented with other resources collection processes that are to be run by the responsible FAs, when scope is finalized.
The development process is analysed in the presentation FAOP process brief - final - 24092009.
1.EXECUTIVE SUMMARY (PURPOSE)
1.1.Document’s Purpose
The purpose of this document is to establish the first version of the Honored Guests Operating Plan.
1.2.Document’s Aims
Achieve agreement at the Functional Area level
Gain approval at the Senior Management
Identify where the interactions exist between the Honored Guests FA and other GOC Functional Areas as well as with external agencies or organizations
Facilitate the operational planning progressive development
This document sets the framework for the operational development of the Honored Guests Functional Area, for the “Pre – Games” period and also for the Games-time operations.
2.SCOPE & ACTIVITIES
2.1.Scope
2.1.1.Overview
Describe the FA’s general activity, overall scope during its operational period. Break down to major operational tasks.
The Honored Guests Functional area has a primary role in determining the services to be provided to the Honored Guests –according to SOI guidelines- and ensure services delivery to this client group in respect of their attendance in Athens during the Special Olympics World Summer Games.
The objectives of the ATHENS 2011 SO Summer Games Organising Committee is to provide to these clients a fantastic “BLUE & WHITE” (Greek) experience throughout all their steps of experiencing the Athens 2011 Games.
Its vision is to offer invited guests a high level of experience that leads to involvement that will sustain and build the Special Olympics Movement. Its objectives are outlined below:
- Engage with the mission;provide a close-up and profound experience with the mission and values of Special Olympics through unique engagement with the athletes and their families.
- Connect with the movement; This is especially important for private donors and those who we have identified with real leadership potential.
- Commit to making a difference; This is the call to action, or in this case clearly providing an opportunity to contribute not just money, but one’s self and one’s passion.
- Experience Greece; Enjoy the beauty and culture of Greece while experiencing the warmth and caring of its citizens
The Honored Guest FA provides its services during the Games period, according to the approved policy and levels of Service, to the following externalclients:
- All-Star Fans (Primary Guests 277 – Accompanying Guests 636): this is a limited group of individuals, some of whom are selected by SOI and some of whom are selected by the GOC, who are not part of any delegation, and who are invited to the Games. All-Star Fans shall include, but are not limited to, sport and entertainment celebrities (excluding Opening and Closing Ceremony performers unless agreed by SOI on a case-by-case basis), members of the SOI and GOC Board of Directors, government dignitaries, including Heads of State and ambassadors, SOI and GOC sponsors, supporters and key stakeholders, and selected Special Olympics Celebrities as designated by SOI
- MVP Fans (Primary Guests 900 – Accompanying Guests 1820): this is a group of individuals selected by SOI, the GOC and/or an S.O. Accredited Programs re invited to the 2011 Games. MVP Fans shall include, but are not limited to, S.O. Accredited Program leaders, and certain local or national government dignitaries, supporters, stakeholders whose efforts and commitments are critical to Special Olympics year-round work, and selected Special Olympics Celebrities as designated by SOI.
- Local Dignitaries (numbers to be determined): This is a group of individuals selected and invited by the GOC to attend various events related to the SO World Summer Games.
The functional area should plan and deliver services around three major components:
- Guest Management & Services this includes:
- Resources/services planning & provision (needs definition, volunteers/guides, transport, accommodation/hotels, food services, technology, accreditation, signage and look of the Games in hotels etc), invitation & attendance guests management process,
- Venue Guests Planning & Management (information desks and lounges, accredited seating, main welcome centre etc.)
- Creation and execution of Guests Entertainment & Participation to the ATHENS 2011 Special Olympic Summer Games
- Airport Guests Services will manage the meet and greet procedures in respect of all accredited Guest Program members; the FA must work with the SOI, the GOC’s Games Services FA and with the Ministry of Foreign Affairs in Greece to establish levels of service procedures for all arriving members at the Athens Eleftherios Venizelos Airport. Furthermore the FA should liaise with the Airport agencies (the Authority of Civil Aviation, the Ministry of Public Order, the Ministry of Foreign Affairs and the Ministry of Commerce) and, where appropriate, airlines in respect to lost baggage and in regard to the levels of service to be provided within the airport and in respect of the development of policies and procedures for the Games overlay.
- Publications – produce content for all material needed to be provided to the Honored Guests (Guide, Invitations, etc.)
- Protocol; be responsible that the GOC adheres to any protocol agreed with SOI. The term “Protocol” means a code of correct conduct in specific cases and this can be applied in the seating arrangements in the venues, order of speeches and seating in the opening/closing ceremonies and receptions, order and announcements in award ceremonies, as well as provision of florar arrangements in specific spaces, flags positioning and order in the venues etc.
- AL Program – Athletes Leadership Program – This program recruits 100 Athletes accompanied by 100 mentors who were willing to be part of the GOC and eager to participate as volunteers, at specific tasks for the duration of the Games .
2.1.2.Operational Period
The key operational dates of the Honored Guests Functional Area is the period of the Games (20 June – 6 July).
Important tasks will also be delivered pre Games to prepare the attendance of this group to the Games (Invitations to the Games, Accreditation production & mail out, confirmation of hotel bookings (60 days)).
2.1.3.Key assumptions/Principles/Policies
Outline -if any- key assumptions/principles/policies that impact the operations of your FA or other FAs.
Assumptions
- All internationally dignitaries (Royalty, Heads of State/Heads of Government, Ministers and Minister-Level, National Governors and Senators/Congress, Vice-Minister and accompanying delegation members - around 277 people) will be mainly managed by the Ministries of Foreign Affairs and Public Order and their respective embassies.
- Invitations will be extended to agree upon target audiences based on Games and SOI event strategy(Women, Ministers of Sport, Ministers of Education, Focus Countries, etc.)
- Games Services vary for each sub client group
- Guests are responsible for their own expenses, or will be charged a program fee (with some exceptions)
- The GOC (and Greek Government) organizing both programs with guidance and leadership support from SOI
- Gifts will provided only to primary guests and not the accompanied guests
- Planning is mainly based on the numbers of the primary clients and not the accompanied guests
Principles
- Provide Guides/Escortsto each All Star Fan & Ceremonies Celebrity
- Develop key levels of service, delivery guidelines and ongoing advice to other GOC functional areas.
- Generally, the GOC shall be responsible for each Honored Guest, and Performer, except to the extent SOI informs the GOC that SOI will be responsible for a specific Honored Guests and Performer.
- If an MVP guest books a hotel outside of the MVP designated hotel no transfer from/to the airport will be provided
- Services to celebrities will be defined on a case by case basis – overall the requirements outline the following
“6.3.3.3Performers and Special Olympics Celebrities: The GOC shall provide airport pickups and drop-offs, dedicated drivers, limousines, interpreters, security, and other reasonable requests as may be customary from entertainers and dignitaries of similar nature. SOI may, at its option, inform the GOC that SOI will make such arrangements for specific Performers and Special Olympics Celebrities. The GOC shall keep SOI regularly informed of all arrangements regarding Performers and Special Olympics Celebrities.”
1 | Core Planning Team/24 September 2009
FAOP Honored Guests
2.1.4.Activities & Services
Break down your major tasks into Functional area’sspecific activities and/or services to be provided at your period of operations. During this description reference any scope exclusions (i.e. cleaning & waste will provide services to all areas in a venue but not in the FOP)
Activity/Service (what activity/ what service, including exclusions) / Client Group / Nature of Service Delivery(How & to What Level) / Where? (Location provided) / When / Obligations* / Comments
(outline if anything is critical for the delivery of this task/service)
Activities/Services / Exclusions
Meet and greet service / Departure / Baggage Handling / NA / All Star Fans
MVPs
Celebrities / The level of service to be provided defers on specific sub categories:
- Royaltyand accompanying delegation members, Heads of State/Heads of Government and accompanying delegation members, Ministers and Minister-Level and accompanying delegation members, International Non-Governmental Organization Leaders, Presenters,SOI Board Leadership: Chairman, President, and Executive Committee, Performers - Opening and Closing Ceremony Gate greet service and escort is required. Departure for this client group should be also considered carefully with the Ministry of Foreign Affairs
- Rest All Star Fans - Airport Greet and shuttle to/from airport
- MVPs - General Greet and shuttle to/from the airport
Registration/Accreditation / All Star Fans
MVPs / All Honored Guests will complete a registration form. The Honored Guests FA will provide the forms to the responsible organizations (SOI Regional Offices, SOI for their respective invitees) and provide the registration forms to the GOC Honored Guests.
The information will be provided back to the Honored Guests program who will then enter the info to the Guests software. This info should be then exported and provide it to the Accreditation FA. Once all information for that Guests is entered, (to be double checked between the two systems (GUESTS/ACR) and then the Guest list should be reviewed by the Games Organising Committee, Special Olympics Inc. and Regional Managing Directorsbefore production.
The GOC must provide one dedicated credential validating centre at the main Honored Guests Hospitality Welcome Centre to provide the accreditations. / UDAC / Pre Games / Games Agreement Appendix / Deadlines for Honored Guests registration should be agreed asap with SOI
Decide only to have or not one way of registering (online)
Invitations and Response Tracking / The GOC shall invite and register all Honored Guests and Performers; track responses to all such invitations to the Games and specific events at the Games such as attendance at receptions and functions in a format to be approved by SOI; “save the date” letters to be sent by no later than 15 January 2010, formal invitations by no later than 1 June 2010. / NA / Pregames
Games / Games Agreement Appendix – Honored Guests
Hospitality Welcome Center and Hospitality Desks / The GOC shall provide a Hospitality Welcome center at the main All-Star Fans hotel (with additional MVP Fans Welcome Center at the main MVP Fans hotel if the All-Star Fans center does not have the capacity to service both groups ), that includes computers with high-speed, broadband, Internet access, printers, phone lines and a conference room for use by Honored Guests. The GOC shall provide hospitality desks at all designated Honored Guest hotels. The GOC shall ensure that the Honored Guest center (s) and hospitality desks provide daily services to Honored Guests such as competition and awards updates, welcome services, travel and tourism information, and other Games-related information. The GOC shall ensure that such centers and desks are properly equipped to provide services to the Honored Guests and Performers at the highest level, including translation services, food and other amenities. Whenever possible Honored Guests should be greeted by people with intellectual disabilities.
The GOC should put in place a plan of how to assist the honored guests in managing digital opportunities for guests (photo/video upload at welcome hospitality centre). / Airport
Hotels / Games Period / Games Agreement Appendix – Honored Guests
Scheduling / Master Schedule of Events / All Star Fans
MVPs / The GOC shall work with SOI to maintain an up to date master schedule of Games events that can be distributed to Honor Guests and Performers.
The GOC will implement a “Track Schedule” procedure for most ASF Guests. Different level of scheduling should be applied to different subcategories of the Honored Guests Program. (Custom Schedule, Individual Schedule, Track Schedule, General Schedule.). This schedule should include award presentations opportunities, involvement with GOC events, entertainment opportunities, unified celebrities events, receptions, etc. / NA / Games Period / Games Agreement Appendix – Honored Guests – Guest Program Grid
Gifts/Welcome Packet/Tickets/Entertainment / All Star Fans
MVPs /
- Tickets/Welcome Packet
- All Honored guests to receive a Guest Handbook with Games information ,schedules of activities and maps
- All ASFs will receive tickets for the opening & closing ceremonies while the number of tickets for the MVPs should be agreed between SOI and the GOC
- Mobile Phones & Gifts
- 124 of the “All Star Fans” and Celebrities (no to be defined) will receive a local mobile phone while the rest will have access to rent local mobile phones. Furthermore, 14 ASF will receive TOP LEVEL GIFTS, while rest ASF a VIP Gift
- The MVPs should have access to rent local mobile phones and receive a general gift.
- Entertainment program: The GOC will organize various entertainment activities for the Honored Guest Program such as cruises, Greek food & Wine tasting, provide tickets to visit museums and exhibitions, festivals in Athens.
Escorts / MVPs / Only for ASFs / Dedicated Escorts should be provided for all ASFs (277). Extra dedicated escorts may be needed also for some performers in the Ceremonies. Maximum numbers that the GOC must provide is 400. / NA / Games Period / GA Appendix – Honored Guests – Guest Program Grid
Marching in the Opening Ceremony
Unified Activities / Award Ceremonies / ASFs
MVPs / Process for definition of involvement to be set up / Olympic Stadium / 25 June / Games Agreement
Services at Venues / ASFs
MVPs /
- Guest Lounge with catering services (light snacks and refreshments)
- Preferred seating or viewing at competition venues
- Athlete award presentation opportunities
- Help Centres
Receptions & Special Events / ASFs
MVPs /
- Reception and selected special event invitations
Athletes Leadership Program / Run ALP – involvement to events, FAs, operations etc. / Games Period
*Source of obligation: MOA / Games Agreement, Games Standards, Contracts
2.1.5.Key Interactions
Please identify any key interactions – focus should be on what you are expecting to be delivered by other FAs or external stakeholders
no / Provider / (What) / Nature of Service Delivery(How & to What Level) / Location / Timing
(When)
1 / Accommodation /
- Accommodation Inventory
- Accommodation bookings
- ASF and MVPs hotels
- Assistance in determination of quality, quantity and location of hotel rooms required
- Provide a main ASFs Hotel (***** hotel) and one MVPs hotel
- Handling of all reservations concerning rooms
- Provision of online booking accommodation for the Honored Guests
- The GOC offers 400 bed nights– rest should be paid by the Honored Guests or their respective organizations
- Provide a mechanism (online or otherwise) for booking rooms at the designated All-Star Fan/MVPshotels
- Hospitality Welcome centre desks to facilitate in provision of Games information and services
- Designate one main MPVs hotel approved by SOI (and other hotels in close proximity if necessary after consultation with SOI) for use by MVP Fans and provide a mechanism (online or otherwise) for booking rooms at the designated MVP Fans Hotels.
2 / Accreditation / Production of passes and management of data based on FAs policies / Management of registration process will be handled by the Honored Guests Program – the data will be registered in GEMS. GOC needs to explore link/interface with accreditation system. Guest list should be reviewed by the Games Organising Committee, Special Olympics Inc. and Regional Managing Directorsbefore production. The GOC must provide one dedicated credential validating centre at the main Honored Guests Hospitality Welcome Centre. / UDAC