FACILITY RENTALS

(Standard Operating Procedure)

Objective

Define the standard procedures for all Facility Rentals within the corporation.

Scope

This SOP covers all procedures from first contact with a client to post event follow-up in the facility rental procedure.

Details

This SOP defines the procedures and methodologies for the entire Facility Rentalprocess throughout the entire organization.

Acknowledgements

The following colleagues have contributed to the document by authoring, reviewing, and/or making suggestions for improvements:

Kristen Abraham / Lauren DeBruyn / Andreanne Tessier
Jacey Kennedy

Roles & Responsibilities

Roles are defined as:

Facility Sales Manager-responsible for renting out the museum’s spaces for meetings and events, this includes dealing with the client from initial contact until the point of contract or sale. They are also in charge of financials and ensuring that clients meet their payment schedule.

Event Coordinator- responsible for meeting the requirements of our clients once an agreement has been signed. Perform walk-throughs, assist with event logistics, design floor plans, prepare an event sheet, schedule staff and ensure the proper internal departments are communicated with. Work with the client to ensure the smooth execution of their event from beginning until end.

Clerk- responsible for inputting event data into a tracking grid and recordingnet totals by calculating revenue less costs for individual events. Also in charge of ensuring SOCAN and Re-Sound fees are being paid for events involving live or recorded music.

Table of Content

1Prior to Booking

2Booking Process

3Lead up to Rental

4After Rental

Process

1Prior to Booking

  1. Client fills out online form, sends an e-mail or calls with a request.
  • Respond by phone or email within 24 business hours. - FM
  1. After gathering information, an e-mail will be sent with:- FM
  • Pricing
  • What’s included in the cost
  • Potential add-ons
  • Photos
  • Catering policy
  • Date availability
  1. On-site visit(Client may decide to waive this)FM
  • Make sure to go over the following and be transparent:
  • Insurance
  • SOCAN and Re-Sound
  • Parking
  • Set up time and tear down time
  • Security and cleaners
  • Equipment included
  • Potential add-ons
  • All inclusions
  • Deposit and damage deposit
  • Event Coordination and Event Staff
  • What’s not allowed

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  1. Place a hold on the space(s) for up to 48 hours while they make a decisionFM

2Booking Process

  1. Check VISTA for space availabilityFM
  2. Make sure that there is nothing overlapping with potential rental
  3. Make sure to consider set up and tear down time
  4. Coordinate with CRT to secure necessary spaces for specific rentalFM
  5. Email CRT with the following information
  6. Required spaces
  7. Date and duration of event (including set up and tear down)
  8. Type of event
  9. Client information: Name, email, phone number and address (if available)
  10. Internal contact information (who is responsible for the event internally)

  1. Fill out Facility Use Agreement in its entirety FM
  2. Make sure the following is filled in correctly:
  3. Client information
  4. Spaces being offered (e.g. Walkway of Time)
  5. Event details (Event title, date, type of event, duration, set up time, take down time, number of guests)
  6. Costs (including any add-ons)
  7. Additional notes – anything that has been agreed upon with the client should be included here including description of additional costs
  8. SOCAN and Re-Sound should be charged for any event that includeslive or recorded music
  9. Send agreement to signing authority for review
  10. Place agreement on Enterprise under appropriate folder:FM
  11. Business Development>Internal Events and Facility Rentals>(correct museum)>Facility Rentals>(year)
  12. Must be both Word and PDF format available on Enterprise
  13. Present agreement to client FM
  14. Send agreement to client in PDF format via email
  15. Make sure that clients are made aware of areas that need to be signed or initialed.
  16. Draw attention to necessary appendices (insurance, maximum capacity)
  17. Signing the agreement(Corporation Signing Authority)
  • Client has 2 weeks from the day of receipt to sign the contract and pay the deposit
  • Client must initial each page of the agreement
  • Either arrange to meet with client or accept a returned copy via fax or e-mail.
  • The full agreement must be sent back, not just the signed pages.
  • Ensure final signed copy is saved on Enterprise
  1. Requesting an invoiceFM
  2. Once the agreement has been completed an invoice needs to be requested
  3. Email finance with the following information:
  4. Contract # (can be found on contract)
  5. Billing name
  6. Client name (if not the same as billing information)
  7. Mailing address of client
  8. Cost of event
  9. Deposit amount and due date
  10. Final payment amount and due date
  11. Client email address
  12. Preferred method of sending invoice (e.g. e-mail)
  • Electronic copy of invoice should be stored on Enterprise
  1. Payment of depositFM
  2. Clients may pay by cheque or credit card.
  3. The deposit must be paid by user within 2 weeks of receiving the agreement
  4. If paying by credit card Facility Manager or finance department may take the credit card number by phone
  5. Finance will process payment and send an electronic receipt to the clientand CC Facility Manager
  6. Place a copy of the invoice on Enterprise in event folder
  7. Tracking facility rental information (Clerk)
  • Enter event information including all costs and payments into a tracking grid found on Enterprise
  1. Final signed agreement and e-mail introductionsFM
  • Send final signed agreement to client and introduce them to the applicable Event Coordinator
  • Event Coordinator will reply to e-mail

3Lead up to Rental

  1. Schedule a walk through with clientEC
  • Go over event details from start to finish
  • If there are any additional requests involving costs, get in touch with FacilitySales Manager and other applicable departments (e.g. Guides, Parking, Extra set up)
  • Remind client of things we do not offer e.g. linens, parking
  • If it’s more simplistic, get logistical requirements over the phone
  1. Planning the eventEC
  • Create a draft floor plan and anevent set up order for the event based on client meeting
  • Include as much information as possible in the event order including
  • Key contacts
  • Special requests
  • Schedule for event
  • Materials needed
  • A/V requirements
  • Caterer
  1. Answering requests and questions promptlyEC
  2. Leading up to the event client may have several additional questions or requests. These should be responded to within 24 business hours
  3. If client has requested something at an additional cost an amendment will need to be made to their invoice
  4. Scheduling StaffEC
  5. Staff must be booked one month prior to the event or by the 15th of each month
  6. Ensure that necessary number of staff are scheduled, this may include:
  7. Event staff
  8. IT
  9. Security
  10. Cleaners
  11. Facilities
  12. Farm Ops (CAFM only)
  13. Finalize event set up order and floor planEC
  • Send final event order and floor plan to client for confirmation. Client must confirm via email.
  • Edit the document if needed
  • Send event order and floor plan to internal museum list, including
  • Event staff
  • Security
  • Cleaners
  • Facilities
  • Visitor Experience
  • Farm Ops (CAFM only)
  • Facility Sales Manager
  • Conservation (where applicable)
  • D.G/V.P (where applicable)
  • Anyone linked to event
  1. Coordinating with CatererEC
  2. Make sure that caterer knows thedrop off and pick up locationsand times and the set up protocol
  3. Ensure caterer is aware of site restrictions
  4. Final payment and damage depositFM
  5. Final payment should be made two weeks prior to the date of the rental
  6. Final payment can be accepted by cheque or credit card
  7. Once final payment has been accepted it should be reflected on invoice and sent to client
  8. Damage deposit (where applicable) can be made by cheque or a credit card hold. The deposit shall be returned to the client following the rental should the space be deemed undamaged after proper inspection
  9. Client InsuranceEC/FM/Procurement
  10. Insurance should be presented no later than 2 weeks prior to event.
  11. Verification of authenticity to be provided by procurement

3.1Day Prior to Rental

  1. Check-insEC/ES
  • Quick overview of the site to ensure space is ready to hold the event
  • Check in with the client, staff and caterers to ensure everyone is ready
  • May include set up or rehearsal
  • Event staff are to read floor plan and event set up order ahead of time

3.2Day of Rental

  1. Staff Check-insES
  • Staff arrives looking presentable with clean black pants, steel-toe boots and event staff shirt
  • Upon arrival event staff should collect the following:
  1. Event set up order and floor plan
  2. Walk talky
  3. Event keys
  4. Event cell phone
  5. Event staff introduces themselves to the client and providescell phone and there location during the event
  1. Set UpES
  • No set ups on main exhibition floor before 3:00 p.m.
  • Follow the Event Order and floor plan, attention to detail is important
  • Make sure that audio-visual equipment is properly set up are wires are taped down
  • Event staff to oversee and liaise with:
  1. Caterers
  2. Security
  3. Audio-visual suppliers
  4. Cleaners
  5. Other suppliers
  • Any reasonable request made by a client should be a priority
  • Once set up is finished, do one last walk through/test run to ensure everything has been set up
  • Ensure client is happy with the set up
  • Where applicable go to the front and direct clients to the event space

3.3During Rental

  1. PresenceES
  2. Throughout the rental there should always be at least one event staff present on the floor
  3. Check-in with the clients to ensure everything is to their liking and adjust when required
  4. Monitor the space and ensure that guests are showing respect for the artifacts and are being safe
  5. No use of cell phones in the presence of clients
  6. Tear DownES
  7. All equipment or material should becleaned and put back in its proper storage space as indicated on Event Set Up Order
  8. There should not be excessive amounts of debris or garbage left behind – keep in mind the museum will be open at 9:00 a.m.
  9. Perform a final walk through to ensure there is no damage and that nothing has been left behind
  10. All items left behind must be Event Coordinator’s officeto be registered in the lost and found during regular operating hours
  11. All windows must be closed and doors must be locked
  12. The museum should be ready for operation the following day
  13. Fill Out Event Report
  • Event staff must complete an Event Report detailing important event details and anything that may have gone wrong during the event including broken equipment.

4After Rental

  1. Left behind itemsSecurity
  2. Any left behind items should be surrendered to security
  3. Security should create a detailed inventory of items left behind
  4. Owner of item will sign beside description of item upon retrieval
  5. Financial TrackingClerk
  6. Cost versus profit for each event must be recorded in the Facility Rental tracking spreadsheet that can be found on Enterprise
  7. This tracking must incorporate all hard costs – security, event staff, programming, cleaners
  8. Reflect EC
  9. Read over event report to see where improvements could be made
  10. What went well? Were there any complaints?
  11. Place Event Report on Enterprise in event folder
  12. Follow upEC
  13. A phone call must be made to the client within 2 business days with a set script:
  1. Rate the event on a scale of 1 to 5
  2. Ask for feedback from the event
  3. How can we improve?
  4. Is there any testimonials or photos you would like to share?
  5. If a complaint of any kind has been recorded follow-up should happen immediately (within 24 hours)
  6. Compensation to be offered if warranted
  7. Would they like to book again?
  1. Re-bookSugar
  2. A database should be maintained of clients who have booked rentals with the museums
  3. Follow up should be done annually (at minimum) to ask for rebook
  4. SOCAN and Re:SoundClerk
  • Number of events requiring music should be tracked and submitted to SOCAN with payment
  • Number of events requiring Re-Sound should be tracked and submitted to Re-Sound with payment

This paper copy is not controlled. Please check Enterprise for the most current version.

CSTMC Confidential. For Internal Use Only. Do Not Distribute.

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