Section III: Facility operations
Table of contents
Part 1 – Organizational structure
1. Philosophy
2. Mission
3. Action plan
4. Vision
5. Organizational history
6. Organizational chart
7. Job descriptions and responsibilities – management
8. Contact information for key staff
9. Calendar of regular events
Part 2 – Total Quality Management (TQM)
10. Customer service
11. Empowerment of employees
12. Human resource management
13. Media and public relations
Part 3 – General facility operating procedures
14. Hours of operation
15. Users
16. Fees and rates
17. Reservation procedures
18. Space allocation
19. Outsourcing of services
20. Procurement
21. Partnerships and sponsorships
Part 4 – Facility operations
22. Plant operations
23. Maintenance and repair
24. Alterations management
25. Inventory management
26. Energy management
27. Waste Management
28. Recycling
Part 5 – Area operations
29. General Rules and regulations
30. Customer service desk and main office
31. Basketball/Volleyball courts
32. Health and fitness centre
33. Retail and trophy centres
34. Food and beverage services
35. Spectator areas
36. Wireless zone
37. Locker rooms and bathrooms
38. Coaching rooms
39. Child care and activity area
40. Party room
Part 6 – Event management
41. Event set-up – Basketball games and tournaments
42. Event set-up – Volleyball games and tournaments
43. Event set-up – special events, camps, and clinics
Part 7 – Risk management
44. Non-critical injury/illness
45. Critical injury/illness
46. Waiver and release of liability
47. Alarms
48. General emergency evacuation procedures
49. Evacuation of physically challenged persons
50. Electrical power failure
51. Elevator entrapment
52. Fire
Part 8 – Governmental guidelines
53. Federal, state, and local
Part 9 – Facility services
54. Security
55. Communications, electronic management, and information security
56. Reprographics
57. Mailroom management
58. Transportation management
59. Records management
60. Public communications
61. Elevator
62. Parking
Part 10 – Budget management
63. Annual budgeting
64. Budget process
65. Capital budget
Appendices – forms
A. Membership forms
B. Daily usage forms
C. Team and individual registration forms
D. Event registration forms
E. Facility reservation request form
F. Internet use policy form
G. Facility rental contracts
H. Service contracts
I. Waivers/exculpatory form
J. Assumption of risk form
K. Fitness centre orientation form
L. Accident forms
M. Incident forms
N. Maintenance forms
O. Daily cash flow forms
P. Capital and budget request forms
Q. Time off requests
R. Evaluation forms
S. Suggestion forms
Part 1 – Organizational structure
1. Philosophy
The purpose of the XYZ Sport Centre is to encourage a fun, family environment where children and adults of all ages can participate in competitive programs and recreational activities.
2. Mission
The owners and staff of XYZ Sport Centre provide high-quality programs and related services at an affordable price and in a convenient location.
3. Action plan
The 47,000square foot facility will be home to a variety of sport and recreational activities. The goals of the operators of XYZ Sport Centre are the following:
To provide the region with a premier multi-sport court facility, and a first-class fitness complex, that promote competitive and recreational sport involvement to people of all ages.
To strive to consistently provide a clean, safe, productive environment for people of all ages to compete, have fun, and stay in shape.
To offer programs that will teach everyone involved competitiveness, sportsmanship, teamwork and accomplishment – values that spill over into all aspects of life.
To provide programming to meet the needs of all members and users, including informal recreation (open gym time), recreational leagues, instructional opportunities (camps, clinics), and competitive programs.
To provide food service, trophy and pro shops, and customer service that will be second to none, and hence provide easy and economical purchasing options to all members, coaches, and visitors.
To offer excellent peripheral activities such as sport parties, a game room/arcade, special events, and entertaining recreational opportunities.
4. Vision
To create a recreational facility that appeals to all facets of the population. The master plan involves court sports, swimming, softball, baseball, and various outdoor field sports. Summer camps and teaching clinics will be a building block and a cornerstone of our foundation. ‘Happy customers’ is our philosophy! Once we have sufficient happy customers, operating leagues, and a healthy membership, it will be time to expand.
The long-term plan (5–10 years) for XYZ Sport Centre is to become the premier recreational facility for the region, providing sport, fitness, and recreation to people of all ages.
5. Organizational history
John Doe (President) initiated the project. The private recreational sport organization they own simply had outgrown the availability of adequate court space in the region in order to meet the demand for player participation and enrollment. In the search for gym space, a sufficient facility could not be secured. This prompted John Doe to begin researching the feasibility of building a facility that would meet not only the need of their recreational programs, but also the needs of others in the region. The result of this research was the planning, design and construction of the state-of-the-art sports, recreation, and fitness complex called XYZ Sport Centre.
The 47,000square foot facility, located at 5555 Main Street in Anywhere, XX has become a popular destination in the surrounding communities. XYZ Sport Centre offers four premier hardwood basketball/volleyball courts with multi-level seating for spectators, spacious locker rooms, full-service concessions, a merchandise outlet, and free wireless Internet access. The facility plans to primarily host basketball tournaments, and has created several in-house teams to train and compete at the complex. Volleyball leagues, summer camps, and open gym times are also offered. In addition, the XYZ Sport Centre complex has a 6000-square foot health and fitness centre on two levels, featuring cardio and fitness training equipment areas, aerobics, yoga, and spinning. Personal trainers and strength and conditioning programs will also be available. Daily, monthly, and annual memberships are offered.
XYZ Sport Centre provides the region with a top-notch facility designed to offer members and families a place to participate in recreational and competitive court sports and fitness activities. The facility also offers a complete and comprehensive summer camp program designed to fill the void of summer programs in the region. People are very excited about the facility as it has made significant local sport teams and recreational programs on all levels.
The facility, which opened in August of 20XX, is only the first step in the organizational vision for the ownership. The first expansion plan, after determining that XYZ Sport Centre has sufficient happy customers, operating leagues, and a healthy membership, includes opening a competitive swimming facility combined with a family-oriented recreational indoor/outdoor swimming facility. This swimming facility will cater to all levels of competitive swimming as well as to the recreational swimmer who enjoys water games and wave pools. The second expansion plan includes an indoor baseball/softball practice facility that would provide access to batting cages and other instructional baseball/softball activities. In the long term, XYZ Sport Centre plans to become the premier recreational facility for the region, providing sport, fitness, and recreation to people of all ages.
6. Organizational chart
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7. Job descriptions and responsibilities – management
Vice President for Facility Operations
Education/Experience
Bachelor's degree required in Sport Management, Facility Management, Recreation, Business, or related field with a minimum of 5 years' experience in sports facility management and security. Master's degree and certified facility manager (CFM) certification preferred. The ideal candidate should also have strong program marketing experience, concessions and merchandising exposure, facility maintenance experience, and the ability to use personal computers and related facility operations, and scheduling software.
Description
XYZ Sport Centre is seeking a full-time Vice President (VP) of Facility Operations. This position is responsible for the physical plant of a new 47,000sq. ft multipurpose sport facility in Anywhere, XX. The Vice President will be responsible for ensuring that the facility is managed in a manner that contributes to the achievement of the goals and objectives established through annual operating plans. The VP of Facility Operations provides strong and effective day-to-day leadership and management, fostering an environment that encourages full team contribution by all employees to attain the overall organizational goals and objectives.
This is a professional and supervisory position that is responsible for establishing preventative maintenance of all major, minor, and capital equipment; tracking monthly usage of electricity and steam; and planning, implementing, and coordinating the maintenance and repair of the building's infrastructure and grounds. The work includes managing and implementing heating, ventilation, and air-conditioning (HVAC), mechanical, and electrical system repairs; hiring and supervising custodial and maintenance staff; managing contractual services with vendors, preparing accurate written records; and communicating needs and results with supervisory and other staff. The successful candidate also needs experience in the area of risk management, specifically as related to working with regulatory agencies to ensure compliance with applicable city, state, and federal safety standards and regulations, including OSHA and MIOSHA requirements. This included working with state and town inspectors to procure and maintain permits and licenses such as elevators, boilers, generators, etc.
The candidate for this position should be experienced in supervision skills including interviewing and hiring, and scheduling and training of employees. In addition to overseeing general hourly and part-time staff, the Vice President will supervise three full-time staff members: the Director of Sport Programs and Events Management, the Director of Concessions and merchandising Services, and the Coordinator of Camp Programs. Therefore, this position also requires strong knowledge and background in developing and delivering sport events (especially basketball and volleyball) for individuals of all ages, as well as concessions and merchandising operations. In addition, the job requires meeting with suppliers, inventory ordering, and monitoring deliveries.
The successful candidate is a ‘roll up your sleeves’ type of individual, focused on delivering the best ‘products and services’ to the respective customer groups and community. They have a passion for developing people and long-term relationships, as well as building community partnerships and the image of the facility.
This position reports to the President of XYZ Sport Centre.
Vice President of Sales, Marketing and Business Development
Education/Experience
Bachelor's degree in Sport Management, Marketing, Business, or related field with a minimum of 3 years' experience in sport marketing management including marketing plan implementation, sponsorship and/or membership sales, and media/public/community relations. This position also requires knowledge and background in marketing sport facilities, leagues, and events (especially basketball and volleyball) for individuals of all ages. Master's degree preferred.
Description
XYZ Sport Centre is seeking a full-time Vice President of Sales, Marketing and Business Development. This position is responsible for the overall marketing efforts involved with a new 47,000sq. ft multipurpose sport facility in Anywhere, XX. The Vice President will be responsible for ensuring that the facility is marketed in a manner that contributes to the achievement of the goals and objectives established through annual marketing plans. In general, the Vice President of Sales, Marketing and Business Development will oversee the complete marketing efforts for the entire facility from branding to activation of the marketing plan. In addition, the Vice President will provide strong and effective day-to-day leadership and management, fostering an environment that encourages full team contribution by all employees to attain the overall organizational goals and objectives.
Major duties for this position will involve directing overall advertising, promotions, marketing, sales, and public relations policies for the facility. Major responsibilities of the Vice President of Sales, Marketing and Business Development will include but not be limited to the following:
Develop the facility's detailed marketing strategy through determining the demand for products and services offered by the facility and its competitors, identifying potential markets, developing pricing strategy with an eye towards maximizing the facility's share of the market and its profits, ensuring that the facility's customers are satisfied, and overseeing product development.
Manage advertising and promotion staff, service accounts, assess the need for advertising, and develop the subject matter and presentation of advertising (creative services).
Head the efforts related to forging key partnerships for the facility. This includes working with the ownership to structure and negotiate strategic relationships and corporate sponsorships, as well as to ensure that these relationships are in congruence with the strategic vision of the facility.
Organize all communication media efforts for the dissemination of advertising, including radio, television, newspapers, magazines, Internet, or outdoor signs.
Direct promotion programs that combine advertising with purchase incentives to increase sales and attract potential users. This will include direct mailings, telemarketing, television or radio advertising, catalogs, exhibits, inserts in newspapers, Internet advertisements or Web sites, in-facility displays or product endorsements, and special events.
Collaborate with staff, ownership, and consumers to monitor social, economic, and political trends that might ultimately affect the facility, and make recommendations to enhance the firm's image and the need for new products and services.
The successful candidate for this position must possess superior organizational and communication skills. The candidate must be very detail oriented, proactive, and entrepreneurial, while being a ‘people person’ who is focused on marketing the ‘products and services’ of the facility to the respective customer groups and community. In addition, they should have a passion for developing long-term personal and business relationships, community partnerships, and the image of the facility. They must also have the ability to use personal computers and related software necessary for success in marketing.
This position reports to the President of XYZ Sport Centre.
Director of Sports Programs and Events
Education/Experience
Bachelor's degree in Sport Management, Recreation, Business, Event Management, or related field with a minimum of 2 years' experience in sport program administration and special event management. Preference will be given to those with experience running tournaments and leagues.
Description
XYZ Sport Centre is seeking a full-time Director of Sports Programs and Events. This position is responsible for the sport and event programming involved with a new 47,000sq. ft multipurpose sport facility in Anywhere, XX. The Director will be responsible for organizing and coordinating team sport practices, games, and tournaments, and ensuring facilities and staffing for events and tournaments. In addition, the director will supervise support staff including officials, timekeepers, scorekeepers, and security.
The major duties and responsibilities for this position include the following:
Organize sport programs in coordination with sanctioning bodies.
Coordinate team sport practices, games, and tournaments. This includes scheduling of events and facilities, travel arrangements, compiling results and statistics, and meeting with and informing team coaches and participants of all facility and sanctioning body rules and regulations.
Supervise coaching personnel and event staff, including work allocation, training, and problem resolution, evaluating performance, making recommendations for personnel actions, and motivating employees to achieve peak productivity and performance.
Interview, select, hire, train, and schedule officials, timekeepers, statisticians, security, and event staff to participate in games, tournaments, and other events.
Oversee the maintenance, preparation, and breakdown of facilities and related equipment for all games, tournaments, and events.
Participate in the development, implementation and maintenance of policies, objectives, and short- and long-range planning for the sports program and potential events.
Develop annual operating budgets and provide fiscal direction for sports programs and events.
In coordination with the Director of Facility Operations, oversee all aspects of the daily operations of sports programs and events taking place in the facility, ensuring compliance with the federal, state, and facility laws, policies, and regulations.
The successful candidate for this position must possess excellent organizational and time management skills, including the ability to plan, organize, and facilitate a range of sport and special events. Knowledge of human resources concepts, practices, policies, and procedures, as well as the ability to communicate effectively, both orally and in writing, is a must. The candidate should also be able to utilize sport information and electronic technology including computers, scoreboards, public address systems, and specialized software programs. In addition, they should possess knowledge of budgeting, cost estimating, and fiscal management principles and procedures.
This position reports to the Director of Facility Operations.
Director of Concessions and Merchandising Services
Education/Experience
High School Diploma and 3 years' related experience; or equivalent combination of education and experience. Bachelor's degree in Hospitality Management, Food Service Management, or related field preferred. Preference will be given to those with experience in food services in a recreational setting.
Description
XYZ Sport Centre is seeking a full-time Director of Concessions and Merchandising Services. This position is responsible for the management of the overall concessions and merchandising function involved with a new 47,000sq. ft multipurpose sport facility in Anywhere, XX, including concession management, vending, and parties.