SPMA 1P91 Lecture Notes - Lecture 13: Facility Management, Event Management, Customer Service
16 May 2016
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Facility management: involves the logistics of the building that remain constant night after night regardless of the event (ex. Event management: involves the logistics unique to that night event (ex. Knicks game vs. dog show vs. rock concert at msg) Its hosted in a different venue each year (fac. Mgt) but the ncaa people produce the event their way each time (event mgt) Signing a contract with bands promoter detailing how the events revenue is split) A work order is created to outline all the processes needed to stage the event) Do you have ushers to help folks find seats?) You need to hear customer complaints and solve their problems to keep them satisfied) Crowd management (involves the following six things: staff training (ex. How to provide security to standing room patrons: emergency planning (ex. What to do in an apparent heart attack: ensuring accessibility for disabled patrons, procedures for ejecting rowdies (ex.
