Facility operations manual for ACE Sport Centre
Section III: facility operations
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 (sample)
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 procedure
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, repair and replacement
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 center
33. Retail and trophy centers
34. Food and beverage services
35. Spectators 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 (requiring emergency medical personnel)
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. Laws
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
Part 1: organizational structure
1. Philosophy
The purpose of the ACE 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 ACE Sport Centre provide high-quality programs and related services at an affordable price and in a convenient location.
3. Action plan
The 47,000 square foot facility will be home to a variety of sport and recreational activities. The goals of the operators of ACE Sport Centre are:
· To provide the region with a premier multi-sport court facility, and a first-class fitness complex, that promotes 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 games 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 ACE 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 needed 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 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 ACE Sport Centre.
The 47,000 square foot facility, located at 5555 Main Street in Anywhere, XX has become a popular destination in the surrounding communities. ACE 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 ACE Sport Centre complex has a 6,000 square foot health and fitness center 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.
ACE 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 ACE 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 recreational swimming facility. This swimming facility will cater to all levels of competitive swimming as well as to the recreational swimmer that 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, ACE 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
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 five 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
ACE Sport Centre is seeking a full-time Vice President of Facility Operations. This position is responsible for the physical plant of a new 47,000 square foot, 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 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 ACE 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 three 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
ACE 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 47,000 square foot, 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:
· Developing 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 toward maximizing the facility’s share of the market and its profits, ensuring that the facility’s customers are satisfied, and overseeing product development.
· Managing advertising and promotion staff, servicing accounts, assessing the need for advertising, and developing the subject matter and presentation of advertising (creative services).
· Leading 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.
· Organizing all communication media efforts for the dissemination of advertising, including radio, television, newspapers, magazines, internet, or outdoor signs.
· Directing promotional 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 websites, in-facility displays or product endorsements, and special events.
· Collaborating 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 ACE 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 two years’ experience in sport program administration and special event management. Preference will be given to those with experience running tournaments and leagues.
Description
ACE 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 47,000 square foot, 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. The director will also supervise support staff including officials, timekeepers, scorekeepers, and security.
The major duties and responsibilities for this position include: