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Guest Services Data - media.specialolympics.org media by yaohongm

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									2009 Special Olympics
World Winter Games

   Guest Services

 After Action Report


  Gail Chandler Hawkins
  Manager, Guest Services

      March 13, 2009
2009 Special Olympics World Winter Games Guest Services After Action Report



Table of Contents
Section I: Function Overview ...........................................................................................................................3
   Overview of the Guest Program .................................................................................................................................. 4
   Overview of Services ................................................................................................................................................... 5
   Key Responsibilities of Guest Services ........................................................................................................................ 7

Section II: Schedules, Timelines, and Events ...................................................................................................9
   Milestones and Deadlines ......................................................................................................................................... 10
   Events of Particular Interest to Guests...................................................................................................................... 11

Section III: Structure and Scope of Operations ..............................................................................................13
   Guest Program Structure .......................................................................................................................................... 14
   Guest Services Organization Chart ............................................................................................................................ 15
   Job Descriptions ........................................................................................................................................................ 16
   Venue Overview ........................................................................................................................................................ 19

Section IV: Guidelines, Rules, Policies, and Procedures ................................................................................23
   Operating Principles -- Success factors for Guest Services ....................................................................................... 24
   Publication and Communication Plan ....................................................................................................................... 24
   Awards Presenter Sign-up and Presentation Process ............................................................................................... 24
   MVP Fan Welcome Center: Detailed Procedures...................................................................................................... 25

Section V: Budget ...........................................................................................................................................27
Section VI: Key Interfaces ..............................................................................................................................29
   Providers of Inputs, Information and Services .......................................................................................................... 30
   Receivers of Outputs, Information, and Services ...................................................................................................... 32

Section VII: Forms, Diagrams, and Appendices..............................................................................................33
  Guest Services Data ...................................................................................................................................34
  Guest Services Products and Tools ............................................................................................................35
  Requests to GOC Departments ..................................................................................................................39
Section VIII: Legacy ........................................................................................................................................41
  Constituency Management ........................................................................................................................42
  Guest List Management .............................................................................................................................44
  Guest Handbook ........................................................................................................................................44
  Ticket Management ...................................................................................................................................45
  Transportation and Accommodations .......................................................................................................45
  MVP Fan Welcome Center .........................................................................................................................47
  Awards Presenter Scheduling ....................................................................................................................48
  Publication and Communication Plan ........................................................................................................51




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                    Section I: Function Overview

               A.     Overview/Purpose

               B.     Goals & Objectives
                      1. Goals
                      2. Objectives

               C.     Overview of Services

               D.     Key Responsibilities
                      1. Pre-Games
                      2. Games Time

               E.     Legacy (moved to Section VIII: Legacy)




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Overview of the Guest Program

Functional Goal
The goal of the Guest Program is to promote life-long advocacy and support for the Special Olympics
movement on the part of world-wide national leaders, sponsors, celebrities and Special Olympics and
community leaders. By strengthening the Special Olympics movement, Special Olympics athletes world-
wide will continue to have opportunities to strive for excellence as athletes and leaders.

Guest Constituencies and Benefits
The Guest Program was formally divided into two parts, the All-Star Fan (ASF) Program and the MVP
(Most Valuable Program) Fan Program, in order to better serve the different needs of these
constituencies. The GOC determined just two months prior to the Games that GOC Sponsors and GOC
Supporters should not be nominated for either the All-Star or MVP Fan Program and should be managed
separately. SOI managed the ASF Program, and Guest Services managed the MVP Fan, GOC Sponsor, and
GOC Supporter guest Programs.

All-Star Fan Program
All-Star Fans were national leaders, such as Presidents, Prime Ministers, and US Senators and
Congressmen; celebrities; internationally renowned athletes; CEOs of global sponsors; SOI Board of
Directors; and the GOC Honorary Board. About 350 All-Star Fans were expected to attend.

The GOC Board was pulled out of the ASF Program in January 2009. The Executive Assistant to GOC CEO
started managing the GOC Board at that time.

MVP (Most Valuable Program) Fan Program
MVP Fans were typically leaders of Special Olympics and sports organizations from states, nations, and
regions as well as representatives from the local government. MVP Fans came from Argentina, Australia,
Austria, Belgium, Bolivia, Canada, Caribbean, Chile, Costa Rica, Cyprus, Czech Republic, Ecuador, El
Salvador, Finland, Germany, Great Britain, Honduras, Hong Kong, India, Indonesia, Ireland, Israel, Italy,
Jamaica, Japan, Kazakhstan, Korea, Liechtenstein, Mexico, Netherlands, New Zealand, Norway, Peru,
Puerto Rico, Romania, Russia, Slovenia, Spain, Taiwan, Turkey, Venezuela, and USA.

MVP Fans could invite up to one sponsor or guest to join them. MVP Fans managed their own itineraries
and often stayed throughout the Games.

MVP Fans received:
            MVP Fan credential with National Program affiliation identified
            Welcome packet, including Guest Handbook, schedules and maps
            Online reservation access to MVP designated hotels and car rentals
            Opening and Closing Ceremonies ticket(s)
            Transportation to/from Opening and Closing Ceremonies
            Founders Reception and selected special event invitations (i.e., Global Youth Rally)
            Hospitality and preferred seating or viewing at sports venues
            Athlete award presentation opportunities



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Constituencies outside the All-Star and MVP Fan Programs

GOC Sponsors
GOC’s Corporate Development, partnering with Marketing, managed GOC Sponsors. Guest Services
coordinated the distribution of tickets, invitations, and Guest Handbooks. GOC Sponsors received:
        Sponsor credentials
        Tickets to the Opening and Closing Ceremonies
        Invitations to the Founder’s Reception and other special functions based on their level of sponsorship
        The opportunity to sign up to present awards to athletes

GOC Supporters
GOC Supporters included community leaders such as Idaho State Legislators, mayors, county
commissioners, and security organization leaders, as well as General Managers of hotels and travel
bureau leaders.
        GOC Supporters were offered tickets to either the Opening or Closing Ceremonies
        Some were offered invitations to the Founder’s Reception
        They received the Guest Handbook
        They had the opportunity to present awards, in which case they were given credentials

Overview of Services

Guest List Management
        Nominating MVP Fans: SOI, the GOC, and each participating Delegation nominated MVP Fans.
         The GOC leadership recommended candidates for the GOC Supporter program.
        The invitation process for MVP Fans was developed and managed by SOI.
        The invitation process for GOC Supporters and GOC Sponsors was managed by GOC.
         GOC Supporters and Sponsors did not have to register.
        Online registration for MVP Fans: SOI contracted with CE Group, www.cegroupinc.net , to
         provide an online registration system, CVENT, for the All-Star Fan Program. The GOC decided to
         use the same system for the MVP Fan Program to avoid confusion and unnecessary expense.
        The MVP Fan registration website had a great deal of information about the program:
         www.specialolympics.org/MVPFans; Username: mvpfans Password: 1MVPFan
        Offline registration: MVP Fans could email or fax registration forms to Guest Services

MVP Fan Credentials
MVP Fan credentials, distributed at the MVP Fan Welcome Center, had:
        MVP Fan logo
        no photo
        Full name, title, and affiliation
        Venue and zone codes giving MVP Fans access to Idaho Center, MVP Fan Welcome Center, all sports
         venues, and COG – all “front of house”
        Transportation codes giving access to MVP Fan and Games shuttles




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Travel Arrangements
MVP Fans were encouraged to book hotel and car rental reservations through a travel agency, InIdaho, at
www.InIdaho.com/MVPFans which directed them to eight high quality hotels. Contracts with the hotels
were managed by the Accommodations Department.

Transportation
        Guests used hotel shuttles to travel from the airport to MVP Fan hotels and back to the airport. If
         a guest booked a hotel other than an MVP Fan designated hotel, MVP Fan shuttle service was not
         guaranteed.

        Anyone with a Games credential was able to use public bus transportation at no cost.

        The Transportation Dept. planned to provide the following transportation for MVP Fans beyond
         the Games shuttle plan:
            MVP Fan Welcome Center to Opening and Closing Ceremonies
            Idaho Center to Founder’s Reception after Opening Ceremony
            Founder’s Reception to MVP Fan hotels


The Transportation Department did NOT provide:
        Passes for rental cars or busses – exception was SO Canada leased buses
        Special MVP Fan parking

Hospitality
        MVP Fan Airport Information Desk: MVP Fans were welcomed to Idaho

        MVP Fan Welcome Center at the AmeriTel Inn – Boise Spectrum, an MVP Fan hotel, was the place
         for processing (including credentialing), distributing Welcome Packets, and disseminating
         information about Special Events and transportation.

        Family and Guest Lounges at the seven sports venues: Guests with credentials could relax,
         congregate, receive snacks and beverages, and sign up for awards presentations.

        Language Services: a hotline number was provided for emergency language interpretation.

        If MVP Fans were unable to drop off their luggage at their hotel prior to traveling to the Opening
         Ceremony, they could they drop it off at the MVP Fan Welcome Center for secure lockup

Awards Presentations
All-Star Fans, MVP Fans, GOC Sponsors, and GOC Supporters all had the opportunity to present awards to
athletes.




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Key Responsibilities of Guest Services

Pre-Games
        Determine functions and organization structure of Guest Services
        Manage interfaces with SOI and other GOC departments
        Recruit volunteers and manage assignments
        Design and develop training for volunteers and conduct training on respective job assignments
        Confirm accuracy of MVP Fan registrations, online and offline; enter data into GEMS database
        Encourage MVP Fans to book travel through InIdaho.com and to book MVP Fan hotels
        Confirm counts for Founder’s Reception invitations and tickets for Opening & Closing Ceremonies
        Communicate with Guests regarding travel arrangements, what to expect upon arrival, and
         Schedule of Events
            o   Encourage Guests to participate in the Games by attending competition, presenting awards and
                participating in Special Events
        Identify function, location, and layout of MVP Fan Welcome Center
        Submit Publications, Food and Beverage, IT, cell phone and supplies requests to appropriate
         departments; follow up on requests; create cell phone assignment spreadsheet
        Analyze transportation needs for MVP Fans and communicate to Transportation Department
        Represent Guest Services on each sports Venue Management Team
        Design and develop a comprehensive Awards Presenter Scheduling process
        Submit data to Logistics for the weekly DCAS (Daily Competition and Activities Schedule) and
         validate accuracy of reports
        Design and develop Guest Handbook Welcome Packets, and other materials for MVP Fans per
         Guest Services Publication and Communication Plan (Section VII)
        Organize MVP Fan credentials in alphabetical order; identify duplications
        Assemble Welcome Packets - labels were not necessary – this greatly simplified the process
        Provide to Corporate Development the correct number of invitations to Founder’s Reception,
         tickets to Opening and Closing Ceremonies and Guest Handbooks
        Oversee benefits for GOC Supporters and the process for hosting them

Games-time
        Provide a safe and inviting environment where Guests can feel welcome, receive special attention
         and enjoy all aspects of the Games
        Manage MVP Fan Airport Information Desk
        Manage MVP Fan Welcome Center
        Manage Family and Guest Lounges – in partnership with Family Services
        Implement Awards Presenter Scheduling process
        Monitor transportation needs and communicate issues to Transportation Department
        Manage entire program, using constant communication by cell phones and daily debrief with lead
         volunteers as well as other FA Managers




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     Section II: Schedules, Timelines, and Events

                              A.      Schedules/Timelines

                                      Pre-Games
                                      Games
                                      Post Games


                              B.      Events




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Milestones and Deadlines
Nomination memo sent by SOI to SOI Managing Directors (5 ½ months before Games)   22 August 2008
Invitations mailed to nominated MVP Fans (4 months before Games)                  7 October 2008
MVP Fan registration deadline (first deadline)                                    15 November 2008
Guest Handbook text submitted to Marketing for production                         10 December 2008
Guest Services Volunteer Training                                                 6-13 December 2008
Guest Services Operating Plan submitted                                           15 December 2008
MVP Fan names to Credentialing Dept. (phase 1)                                    15 December 2008
Email to Registered MVP Fans re awards sign-up, hotel & transportation            17 December 2008
Volunteer Assignments finalized                                                   7 January 2009
Email Application Form for Presenters for Award Ceremonies
         to CE Group for ASF Confirmation packet                                  7 January 2009
MVP Fan names to Credentialing Dept. (phase 2)                                    12 January 2009
Pre-Games email to MVP Fans                                                       20 January 2009
Gather Welcome Packet material and Cards for MVP Fan Airport Info Desk            20 January 2009
Produce and print Awards Presenter Application, Awards Presenter
          Information form, and Award Presenter Confirmation card                 23 January 2009
Assemble packets for GOC Sponsors (decided to provide in batch, not by company)   28 January 2009
Assemble packets for GOC Supporters                                               28 January 2009
MVP Fan credentials delivered to Gail Hawkins                                     28 January 2009
Assemble packets for MVP Fans                                                     30 January 2009
Venue Walk-throughs at nine venues                                                26 Jan – 4 Feb 2009
Transportation Dept. briefing on transportation plan for Guest Services           30 January 2009
MVP Fan names to Credentialing Dept. (phase 3)                                    2 February 2009
Sort through all Credentials to identify problems and organize by Last Name       4 February 2009
Guest Services Operations Center Open                                             5 February 2009
MVP Fan Airport Information Desk Load-In and Open                                 5 February 2009
MVP Fan Welcome Center Load-In and Open                                           5 February 2009
Opening Ceremony (Official Beginning of Games)                                    7 February 2009
Family & Guest Lounges at Sports Venues Open                                      8-13 February 2009
First Awards Ceremony – Snowboard at Sun Valley                                   8 February 2009
Return unused Closing Ceremony tickets to Salle Uberuaga                          10 February 2009
MVP Fan Airport Information Desk Closed                                           11 February 2009
MVP Fan Welcome Center Closed                                                     11 February 2009
Closing Ceremony                                                                  13 February 2009
After Action Report                                                               13 March 2009




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Events of Particular Interest to Guests
Opening Ceremony: Saturday, 7 February 2009, 14:00 – 17:00
Idaho Center
16200 S. Can-Ada Road
Nampa, ID 83687

Founder’s Reception: Saturday, 7 February 2009, 18:00 – 20:00
BSU Stueckle Sky Box – Bronco Stadium
University Drive & Broadway Avenue
Boise, ID 83706

Global Youth Rally: Monday, 9 February, 10:00 – 12:00
BSU Taco Bell Arena
University Drive
Boise, ID 83706


SO Festival in Boise and Sun Valley (days and hours vary – see Schedule of Events*)
Boise Centre on the Grove (COG)

Sports Experience: 8-11 February (hours vary – see Schedule of Events*)
Boise Centre on the Grove (COG)

Young Athletes Experience: 9-12 February (hours vary – see Schedule of Events*)
Boise Centre on the Grove (COG)

Closing Ceremony: Friday, 13 February 2009, 19:00 – 21:00
Idaho Center

* see complete Schedule of Events on www.2009worldgames.org




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  Section III: Structure and Scope of Operations


               A.     GOC Overall Organizational Chart and Function’s Role Within the Structure
                      1. Pre-Games
                      2. Games Time

               B.     Functional Structure
                      1. Pre-Games
                      2. Games Time
                      3. Job Descriptions

               C.     Venue Team Organizational Chart

               D.     Venue Team Functions

               E.     List of Venues




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Guest Program Structure
Special Olympics, Inc. (SOI) owns the Guest Program, called Honored Guest Program in the past. Guest
Services, a functional area (FA) of “Ceremonies, Receptions, LETRFL (Law Enforcement Torch Run Final
Leg), and Guest Services” within the Games Organizing Committee (GOC) designed and managed the MVP
Fan Program and facilitated the GOC Sponsor and GOC Supporter guest programs. SOI and GOC were
partners in implementing the Guest Program at these Games.

Guest Services had one full-time Manager, starting 5 ½ months before the Games and one full-time Guest
List Coordinator starting three months before the Games. Guest Services relied on 26 volunteers to fulfill
all other duties. See Guest Services Organization Chart on the next page.

The Pre-Games and Games-Time organizational structure were essentially the same. Job responsibilities
were assigned based on individual strengths and capacities.

Issues:

         Efforts to involve SO Idaho in taking the lead for the GOC Supporter constituency were not
          successful. A volunteer came on board to coordinate that effort, practically a full-time job for one
          month prior to the Games.

         Expectations for volunteers were not clearly communicated up front by Volunteer Services or the
          Sports Director

         Guest Services Sports Venue Commissioners represented Guest Services on the sports Venue
          Management Teams. Critical partnering relationships between Guest Services Commissioners,
          Family Services Commissioners, and Awards Commissioners on these teams were challenged by
          the fact that a number of Guest Services volunteers were not identified until a month or two prior
          to the Games.

         Guest Services Sports Venue Commissioners were not allowed to go through training with the
          Awards Commissioners

         After observing the first awards presentation of the Games, we decided to have two Guest
          Services volunteers on duty at awards presentations at all seven sports venues to better manage
          awards presenters. Thanks to their flexibility, members of the Guest Services team served in
          multiple roles to meet this need.




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         Guest Services Organization Chart
                                                                                       Salle Uberuaga
                                                                         Sr. Dir. Ceremonies, Receptions, LETRFL,
                                                                                     and Guest Services


                                                                                                                                  GOC Supporter Program Coordinator, reporting to VP, Games & Events
                                                                                   Gail Chandler Hawkins
                                                                                  Manager, Guest Services                                                      Mary Beth Cooper




     Commissioner              Commissioner                 Commissioner                   Commissioner                     Guest POC                       Commissioner              Commissioner
   Transportation &                MVP                    Hospitality Centers           Founder’s Reception,          Guest List Management;             Sports Venue Guest         Collateral Material
       Parking               Accommodations                  Lorna Brown                Ceremonies, & Ticket           Liaison: Youth Rally, SO
                                                                                                                                                          Lounges & Awards        MVP Fan Credentials/ Pre-
Tim Randall & Dan Smith       John McMahon                                                 Management               Festival, Sports Experience, &                                    Games Emails/
                                                                                                                                                              Ann Smith
                                                                                            Betsy Givens                   Healthy Athletes                                          Welcome Packets
                                                                                                                     Alli Lazarus, AmeriCorps                                          Patsy Wolter
      Supervisor
     Ceremonies                    Supervisor                    Supervisor                  Supervisor                                                                                Supervisor
    Bruce Lungren            MVP Fan Welcome Center           Airport Info Desk         Founder’s Reception         Sports Venue VMT Guest Services Commissioners                    Guest Handbook
                                John McMahon &                   Tim Randall                Julie Russell
                                                                                                                    Bogus Basin: Alpine – Brian Goffin                                  Kari May
                                   Jill Cooper
                                                                                                                    EXPO ID: Floor Hockey – Kari May, Angie Hart
                                                                                                                    ID IceWorld: Speedskating – Charlene Lang
                                                                                                                    McCall: Snowshoe – Wayne Brown, Ellen McKinney                      Supervisor
                                       Liaison                                                                      Qwest Arena: Figure Skating – Marley Sitz, Lavona Mellin            Production
                            Protocol, Language Services,                                                            Sun Valley/Dollar Mt.: Snowboard – Bev Fergus, Carol Knight
                                                                                                                                                                                       Greg Bennett
                          Security, Medical & Special Needs                                                         Sun Valley/XC – Elizabeth Ashton (Betsy)
                                     not staffed




         Additional volunteers served in the role of Attendant. See Volunteer Games-Time Analysis [hyperlink to ]



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Job Descriptions

Job Title: Guest List Commissioner
Job Overview:
Manage the registration of 400 MVP Fans invited to the Games because they are leaders in the Special Olympics
movement as well as Special Olympics sponsors and supporters. Guest Services centers its plans and operations
around the accuracy of the data in the Guest List database and spreadsheets. This position requires
communicating with guests who have questions about registration as well as following up with them to gather
data about their plans during the Games. The Guest List Commissioner partners with Special Olympics
International staff to develop effective processes and procedures.

Job Responsibilities:
         answer phone calls from invited guests about registration and activities during the Games
         call guests to confirm data if necessary
         pull reports
         enter offline forms
         coordinate guest list with Special Olympics International
         make Guest lists available at the MVP Fan Welcome Center, the Founder’s Reception, the Will Call
          window at the Idaho Center, and the Guest Services Operations Center
         match Guest Lists with hotel bookings
         create Excel spreadsheets for special events
         supervise volunteers assisting with Guest Lists
         serve on Guest Services Leadership Team

Skills:
         Customer service
         Phone etiquette
         Data base management
         Discretion in handling confidential information
         Computer: MS Office (Word, Excel, Outlook); database and file management
         Problem Solving: adept at analyzing and solving problems
         Communication: clear and professional writing and verbal communication
         Organization: absorbs and organizes data and information quickly and effectively
         Managing change: calmly adapts to changing circumstances



Job Title: MVP Fan Bus Escort
Job Responsibility: Escort MVP Fans on buses to and from Ceremonies

Job Tasks:
         MVP Fan buses will have MVP Fan signs in the front and side windows
         Ensure people riding the bus are MVP Fans – check credentials
         Some may not have a credential because they plan to pick up their credential at WILL CALL
          In this case, they should have an MVP bus pass
         Ask MVPs if they have their ticket to the Ceremony
         Ask if they have their invitation to Founder’s Reception if they intend to go




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         Tell them that if they intend to return to their hotels after Opening Ceremony and not go to Founder’s,
          they will need to let you know. They will have to get off the bus and wait for the first shuttle back to
          hotels, at 7:00pm.
         Hosting: chat about the Games; ask them where they are from, what they plan to do, smile.
         Guide the bus driver to the Idaho Center exit in Nampa; cross Franklin Rd. and go in Gate C2.
         Bruce Lungren is our Transportation person at Idaho Center. Call Bruce as you approach the Idaho Center.
          Bruce’s phone number is:
         Buses will park in a special MVP parking area and then let people off.
         Guide MVP Fans to Entrance #1. There should be a special entrance for MVPs.
         WILL CALL is next to Entrance #1.
         Tell people that after Opening they should go directly to the bus that they were on.
         Direct the bus driver to BSU for the Founder’s Reception.
         Dan Smith is our Transportation person at Founder’s Reception. Call Dan as you approach the BSU Skybox.
         If you are not working the Founder’s Reception, you can catch the first bus returning to the AmeriTel Inn.

Welcome Center Team
The MVP Fan Welcome Center volunteers were trained on all Welcome Center jobs so they could fill in
for each other if necessary.

Job Title: Welcome Center Supervisor
         Two volunteers shared this position. Their duties were:
             o Oversee staff at Welcome Center
             o Resolve staffing and customer services issues

Job Title: Welcome Center Staff
See details in Section IV: Guidelines, Rules, Policies and Procedures

Process MVP Fans
         Match names against Guest List
         People were not be required to show a government ID to pick up their credentials
         Confirm accuracy of credentials and manage issues with credentials
         Guests were required to sign and date when they picked up credentials
         Distribute Welcome Packets containing invitations to Founder’s Reception – one per person

Resolve Credential Issues
         Fill out New Credential or Credential Correction form and send an email to the Main Credential Center

Distribute Tickets
         Distribute tickets to Opening and/or Closing Ceremony; document on spreadsheet of registered MVP Fans
                         MVP Fans were allowed additional tickets, at no cost

Sign-up Awards Presenters
         Encourage MVP Fans to sign up to present awards




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Job Title: Sports Venues Guest Lounge and Awards Commissioner or Attendant
One to two people were assigned to each sports venue. Whether a person was officially designated the
Commissioner or not did not make a difference in their responsibilities other than attending Venue
Management Team (VMT) meetings. Guest Services and Family Services shared the same lounge at each
sports venue. One Guest Services volunteer was on duty during venue operating hours as needed.

Job Responsibility:

         Provide hospitality to all Guests
         Coordinate awards presenter signup at the venue and prepare presenters to give awards

Job Tasks:
         Attend sports VMT meetings prior to and during Games
         Coordinate with Family Services volunteers to make sure the lounge is maintained for families and guests
         Answer questions regarding Schedule of Events, MVP transportation, competition schedules
         Coordinate sign-ups for guests to give awards to athletes. Some sign-ups will take place in advance.
          Guests can sign up at any venue by filling out an Awards Presenter Application form at the Family and
          Guest Lounge.
         Call the Commissioner for Guest Lounges and Awards, to confirm awards presentation schedule
         Coordinate changes to awards presentations daily, via cell phone
         Make sure that Guests know when and where they are supposed to go to present awards
         Give each presenter an Award Presenter Confirmation Card
         Fill out the Awards Presenter Information form at the Family and Guest Lounge before escorting the guest
          to the awards area
         Inform the Awards Leader that an MVP Fan, All-Star, or GOC Supporter is in the lounge and available for
          the awards presentation
         Escort the guest to the awards area and “hand-off” the guest to the Awards Liaison 15 minutes prior to
          awards presentation
         Give the Awards Liaison the Awards Presenter Information form
         Attend the VMT meeting each day of competition and report on awards presenter signups
         Call the Commissioner for Guest Lounges and Awards at the end of each day with a report of who gave
          awards




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Venue Overview
Guest Services had a presence at 12 venues: two managed by Guest Services and 10 managed by other
Venue Directors. Guest Services managed the following venues:

         MVP Fan Welcome Center at AmeriTel Inn – Boise Spectrum
         Guest Services Operations Center (initially planned at the Grove Hotel to be next to the All-Star
          Operations Center; moved to our office to simplify operations)

Guest Services staff served the following venues managed by other Venue Directors:
    Boise Airport – MVP Fan Airport Information Desk
    All seven sports venues – Family and Guest Lounges
    Idaho Center – Opening and Closing Ceremonies
              o   Operated Will Call window
              o   Assisted MVP Fans, GOC Sponsors, and GOC Supporters with seating and transportation
         BSU Stueckle Sky Box – Founder’s Reception
              o   Guest Services volunteers assisted guests with transportation and parking and with getting
                  through the line

MVP Fan Welcome Center – AmeriTel Inn Boise Spectrum

Load-In and Load-Out
         Load-In: 5 February, 8:00 – 10:00am
         Load-Out: 11 February, 6:00 – 8:00pm

Conference Rooms and Hours of Operation
Date                                   Room                                   Hours of Operation
5 February                             Robie Creek Room                       Noon – 22:00
6-7 February                           Robie Creek Room                       08:00 – 22:00
8 – 11 February                        The Boardroom                          08:00 – 18:00



Activities at the Welcome Center
         The MVP Fan Welcome Center is where MVP Fans registered, retrieved welcome packets,
          credentials, and tickets to events
         Guests were encouraged to sign up to present awards
         Light refreshments were available
         Credentialing issues were identified and appropriate personnel notified to solve the problems
               Guest Services assigned two volunteers to handle guest credentialing issues, sharing one
                   cell phone. All credentialing issues were forwarded to the Main Credential Center for
                   resolution.
         Arrangements were made to secure credentials and tickets for unregistered guests – MVP Fan
          Registration forms were on hand
         General tourist information was available
         Language assistance was available via a phone hotline


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2009 Special Olympics World Winter Games Guest Services After Action Report


         Two hours prior to Opening Ceremony, the remaining Welcome Packets were loaded into a
          car and transported to a Will Call window at the Idaho Center to accommodate MVP Fans who
          arrived too late to stop at the MVP Fan Welcome Center to pick up their packets. This turned
          out to be a fortuitous decision, as many people besides MVP Fans wanted to pick up tickets at
          Will Call. One hour before the end of Opening Ceremony, the Will Call window was closed and
          remaining Welcome Packets were returned to the MVP Fan Welcome Center.

IT Request: 4 laptops, 4 surge protectors and printer. This was the right amount. Fax unavailable.

MVP Fan Welcome Center Staffing
On February 5-7, the Welcome Center was staffed with the following on each shift:
         One Supervisor
         Two processors, one with credentials responsibility
         One awards presenter sign-up person
         One ticket distributor

On February 8-11, staffing reduced to:
         One Supervisor
         One Processor

Signage
         One Welcome sign on an easel
         Signs for Credentials and Welcome Packets, Credential Issues, Awards Sign-up, and Tickets

Food & Beverage: AmeriTel Inn allowed us to bring in donated F&B.

Guest Services Operations Center (GS Ops Center) – Grove Hotel (changed to our office)
Purpose: Central hub of communications for the Guest Services Department
Hours of Operation: 4 – 13 February 08:00 – 21:00; 14 February 08:00 – 17:00
Location: Decision was made in January that the Operations Center would remain in our office, greatly
simplifying operations.

MVP Fan Airport Information Desk
Purpose:
         Welcome MVP Fans upon arrival
         Answer questions about hotel shuttles
         Provide directions to the MVP Fan Welcome Center (hand out Welcome Center directions)
         Identify need for Language Services and communicate to MVP Fan Welcome Center

Days and Hours of Operation:

Date                                    Hours of Operation
5 February (2 days before Opening)      11:00 – 22:00
6-7 February                            08:00 – 22:00
8 – 11 February                         08:00 – 18:00


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The original plan was to co-locate the MVP and ASF Airport Information desks. Upon opening the MVP
Fan desk on 5 February, someone from the ASF Program insisted with indignation that the MVP Fan
desk could not be located next to the ASF desk. The Guest Services volunteer moved the MVP Fan
Airport Information Desk to a counter nearby.

Idaho Center: Opening Ceremony – 7 February, and Closing Ceremony - 13 February
         Two Guest Services volunteers inside the Idaho Center assisted Guests with seating and any
          other needs that might arise
         One volunteer directed Guests to transportation
         Welcome Packets and tickets were available at the Will Call window.
          This was very useful, as many people other than MVP Fans relied on the Will Call window.
         MVP Fans, GOC Sponsors and GOC Supporters had separate seating, next to All-Star Fans

BSU Stueckle Sky Box – Founder’s Reception – 7 February, 18:00 – 20:00
         One Guest Services volunteer who was also on the Founder’s Reception team, assisted Guests
          with getting through the line at the entrance
         One volunteer directed Guests to parking or transportation

Family and Guest Lounges at Sports Venues
         A Guest Services Commissioner was assigned to each sports Venue Management Team

             o   See Job Description for Sports Venues Guest Lounge and Awards




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             Section IV: Guidelines, Rules, Policies,
                         and Procedures
               A.     General Guidelines/Management Policies
               B.     Functional Policies
               C.     Procedures




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Operating Principles -- Success factors for Guest Services
         Communication within our team and with other groups is critical
         Focus on the athlete experience and the MVP Fan experience
         Keep it simple
         Cut costs (e.g., instead of a Pre-Games mailing, send an email to the MVP Fan list)
         Flexibility is key

Publication and Communication Plan
Publications and Communication strategies were implemented through the following means (see
Publication and Communication Plan in Section VII):

         Pre-Games emails        (7 weeks and 3 weeks prior to the Games)
         Welcome Packet
         MVP Fan Welcome Center information
         Guest Handbook
         Card at Airport Information Desk with directions to MVP Fan Welcome Center and hours of
          operation

Awards Presenter Sign-up and Presentation Process
1. Create a spreadsheet that lists each venue and the dates and times that awards will be given. The
   spreadsheet will be maintained by the Commissioner for Guest Lounges and Awards.

2. Once the spreadsheet is completed and times confirmed, SOI should schedule All-Star Fans to sign
   up depending on their schedules and tracks. This should provide quite a few presenters for each
   venue.

3. MVP Fans should be invited to sign up to give awards in Pre-Games e-mails. A sign up form should
   be attached to the pre-Games e-mails which could be e-mailed or faxed in advance to Guest
   Services. These individuals will be placed on the spreadsheet. An Award Presenter Confirmation
   Card should be prepared for the MVP Fan and distributed at the MVP Fan Welcome Center.

4. An Awards Presenter sign up table staffed at the MVP Fan Welcome Center. MVP Fans will be
   invited to sign up to present awards as they check in and receive their welcome packets. Their
   names will be entered into the spreadsheet and they will receive a confirmation card listing the
   date, time, venue, and sport at which they will present awards.

5. Awards Presenter Application forms should be available at the Family and Guest lounge at each
   sports venue. The Guest Services Commissioner at the venue should assist MVPs, sponsors, and
   supporters in signing up to give awards. We may need to call to see if available slots are open and
   give Award Presenter Confirmation Cards or have them fill out the Awards Presenter Application
   forms. Make this as easy as possible on guests so they will enjoy the awards experience and want to
   participate in future games ceremonies.

6. Awards presenters may sign up as couples, taking one awards time slot.


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2009 Special Olympics World Winter Games Guest Services After Action Report


7. An updated Awards Presenter schedule should be emailed to every Guest Services Awards
   Commissioner each evening, to print out at home in preparation for the next day’s VMT.

8. If an award presenter does not check in at the Family and Guest Lounge 30 minutes prior to award
   presentation or no one had signed up to present an award, the Guest Services Commissioner should
   contact the Police representative at the venue so officers can be asked to present awards. Police
   officers will not need an escort to the awards staging area.

9. If an awards presenter shows up after a police officer has been assigned to present an award and if
   time allows, the Guest Services Commissioner will escort the presenter to the awards staging area.

10. All awards presenters should be at the Awards Staging area 15 minutes prior to Awards ceremony.

11. At the end of each day, Guest Services should provide the Media group with a report of who actually
    gave awards at which venues that day.

See Section VII for Awards Presenter Forms

MVP Fan Welcome Center: Detailed Procedures
    1. MVP Fans directed to the Welcome Center by signage outside the door
    2. If the Fan needs translation assistance, call the translation assistance hotline; facilitates the
       process for a non-English speaking fan if there is no translation assistance available on site.
    3. Fans will be greeted and directed to the Credential/Welcome packet table to begin the
       registration process.
            a.   Two lines at the credential/packet table: A-L and M-Z
            b.   Credentials arranged alphabetically by last name
            c.   The fan name matched with a hard copy database
            d.   Write on the hard copy database the name and date the credential was picked up
    4. A laptop should be available to access information maintained in electronic files that may be
       needed for processing.
    5. The credential will be retrieved and a lanyard attached
    6. The fan will be handed the credential and welcome packet (to include invitation to the
       Founder’s Reception)
    7. If a fan’s name is not on the electronic or hard copy database, they will be directed to the table
       labeled “credential corrections”
    8. Fan will then be directed to the “ticket” table
            a.   Tickets to Opening and Closing Ceremonies organized according to seating rows at the venue
            b.   The Fan shows his/her credential to pick up their tickets
            c.   If a fan was unregistered and does not have a credential, tickets may be given to ensure that they
                 can sit with their party
            d.   Tickets dispensed first come first served in the order they are arranged, making every effort to
                 seat Fans together in the same row
            e.   Requests for specific seating will be discouraged. Fans will be assured that all seats in the MVP
                 Fan section are “special”.
    9. From this table, the fan will be strongly encouraged to visit the “Award Presenters sign-up table.


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          a. Fans will be signed up as award presenters taking into account available slots, venue location, and
             specific fan interest.
          b. Awards sign-up volunteers will have a hard copy data base to refer to in order to fill available slots.
             There will be an additional electronic database available via a laptop.
          c. Fans will fill out an award presenter form and they will be handed a card indicating the date, time, and
             location of their award presentation duties and instructions to arrive at the pre-awards presenter
             holding area at least 15-30 minutes before they are scheduled to present.
    10. The fan will then be directed to the shuttle sign up table if they intend to use the MVP games
        shuttle for transportation to the opening or closing ceremonies.
    11. Two clipboards will be located as this table with a sign up for Opening and Closing Ceremonies.
    12. At the end of each day, the transportation person will be notified by phone of the sign up
        numbers for that day to provide us with an estimate of the number of MVP fans that will use
        shuttle transport to the two ceremonies.
    13. Any identified credentialing problems will be referred to the “credential correction” table. A
        laptop will be available for e-mailing credential information to credential central.
          a.   For a missing credential for an unregistered fan, the fan will be handed a clipboard with a registration
               form to fill out
          b.   The necessary information from this form will then be e-mailed to Credentialing central so that a
               credential can be made
          c.   The original registration form will be filed and given to Gail/Ali at the end of each day.
          d.   A card with the phone number and location of the credential center will be handed to the fan with
               the location and instructions for pickup
          e.   If the missing credential was due to fan error, the fan will be responsible for retrieving the credential
          f.   If the missing credential was SOI error, arrangements will be made to deliver the credential to the
               fan. The fan will be given a resource number to phone if the credential does not arrive in 2-4 hours.
          g.   If the credential is wrong and needs to be corrected, the fan will be instructed to fill out a credential
               correction form
          h.   This information will be e-mailed to credentialing central and arrangements will be made to deliver it
               to the fan ASAP
          i.   Once the corrected credential is received, the Fan will be instructed to return the incorrect credential
          j.   The Fan will be given a resource number to call to check on the status of a corrected credential
    14. There will be a “general information” table where fans can go for Games specific information
        and all other questions
          a.   There will be a reference binder at this table for quick reference information concerning questions
               that may be asked
    15. If the volunteer is unable to locate the answer, they will have a resource phone number to
        secure the information they need




Page 26                                                                                                3/18/2012
2009 Special Olympics World Winter Games Guest Services After Action Report




                               Section V: Budget
               A.     Initially Budgeted Revenue and Expenses

               B.     Actual Budget and Explanation of Variations




Page 27                                                                       3/18/2012
2009 Special Olympics World Winter Games Guest Services After Action Report



Guest Services Budget
This budget does not include one full-time salary or in kind donations.



                                         Estimated
               Item                         cost         Actual Cost              Comments
 CVENT* setup fee                         $ 1,750.00       $ 1,750.00
 CVENT registrations ($5 per)             $ 2,000.00       $ 1,180.00 236 online registrations
                                                                      per agreement between Kirk
                                                                      Miles and Janet Holliday,
                                                                      resulting in final cost of $930.00
 CVENT credit for staff t-shirts                         $ (2,000.00) for CVENT
 Mileage                                      $ 70.00        $ 100.91 details on Sheet 2: Mileage
 Supplies                                     $ 25.00         $ 39.19 binders, card stock, markers
 AmeriTel Inn - Boise Spectrum:
 MVP Fan Welcome Center room                                          2/5-7: Robie Creek Rm; 2/8-11:
 fee, landline, coffee, tea                $ 1,750.00      $ 1,534.65 Boardroom. 2/5-9: Coffee & tea
 MVP After Action Report meeting              $ 40.00         $ 38.43
  TOTAL                                    $5,635.00       $ 2,643.18


 *CVENT is the online event
 registration system owned by The CE
 Group, Inc.




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2009 Special Olympics World Winter Games Guest Services After Action Report




                       Section VI: Key Interfaces

               A.     Provider(s) of Inputs, Information and Services
               B.     Receiver(s) of Outputs, Information and Services




Page 29                                                                       3/18/2012
2009 Special Olympics World Winter Games Guest Services After Action Report



Providers of Inputs, Information and Services

SOI
         GEMS registration system
         MVP Fan nomination request
         MVP Fan offline registration form
         MVP Fan online registration form
         Letters from Tim Shriver and Chip Fisher
              o   Invitation to MVP Fans
              o   Welcome letter in Welcome Packet
         Setting up names of MVP Fans in GEMS
         Pull GEMS reports
         Expectations of MVP Fan Program
         Information about SOI programs, such as Global Youth Rally, SO Festival, Healthy Athletes, SO
          Experience
         All-Star Fans awards presenters
         MVP Fans not staying at MVP hotels
         Spreadsheets of registered MVP Fans sent to Credential Manager

CE Group, Inc.
         CVENT online registration system

GOC Accommodations
         Blocks of rooms reserved in designated MVP Fan hotels and managed by a travel agency,
          InIdaho.com

GOC Transportation
         Transportation and parking plan for MVP Fans to and from Ceremonies, Founder’s Reception,
          and venues

GOC Marketing and Communication
         Production of Guest Handbook
         Materials for Welcome Packets
         Publication Guidelines

GOC Corporate Development
         GOC Sponsor spreadsheet

GOC Receptions
         Plan for Founder’s Reception
         Flowers for MVP Fan Welcome Center


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2009 Special Olympics World Winter Games Guest Services After Action Report


GOC Delegation Services, including Family Services and Language Services
         Furnishings for Family and Guest Lounges at seven sports venues
         Language interpretation services

GOC Volunteer Services
         List of available volunteers at each location
         Expectation for volunteers, for example, minimum # shifts and minimum # hours per shift
         General volunteer training

Sports Venues
         Family and Guest Lounge facility
         Parking information
         Awards schedules
         Competition schedules and expectations for volunteer shifts

Food and Beverage
         MVP Fan Welcome Center
         Family and Guest Lounges at seven sports venues
         Meals for volunteers

Logistics
         DCAS
         Load in and out of Food and Beverage

IT
         Laptops and surge protectors for MVP Fan Welcome Center and Guest Services Operations
          Center
         Printers for MVP Fan Welcome Center and Guest Services Operations Center




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2009 Special Olympics World Winter Games Guest Services After Action Report


Receivers of Outputs, Information, and Services

SOI
         Awards presenter scheduling for All-Star Fans

GOC Accommodations
         Estimate of # registered MVP Fans

GOC Transportation
         Data on numbers of expected MVP Fans and which hotels they booked
         Special requirements, for example, support for vehicles leased by MVP Fans
         Data on plans by MVP Fans to use Games transportation

GOC Marketing and Communication
         Guest Services publication, materials, and signage requests

GOC Corporate Development
         Awards Presenter Scheduling for GOC Sponsors

GOC Receptions
         List of registered MVP Fans expected to attend Founder’s Reception

GOC Delegation Services, including Family Services and Language Services
         Projected # MVP Fans
         Anticipated Language Services needs

GOC Volunteer Services
         Volunteer needs; job descriptions
         Volunteer shifts

Sports Venues
         # anticipated MVP Fans
         Hosting services for guests at Family and Guest Lounges
         Awards presenters
         Awards presenter information (name, title, how to introduce, how to pronounce)

Logistics
         Data for DCAS




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2009 Special Olympics World Winter Games Guest Services After Action Report




 Section VII: Forms, Diagrams, and Appendices
               A.     Products/Promotional Items/Guides
               B.     Functional Area Layout
               C.     Additional Items




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2009 Special Olympics World Winter Games Guest Services After Action Report



Guest Services Data
This does not include All-Star Fan or GOC Working Board data.
   Number of Guests invited:
    o     MVP Fans: 1,643 + 99 guests of guests
             International: 971
             Domestic: 772
    o     GOC Sponsors: 492
    o     GOC Supporters: 243
             Number of Government dignitaries: 181
              Idaho State legislators, mayors, county commissioners, police chiefs, fire chiefs, Leaders of Idaho
              National Guard, key Department of Defense leaders, Idaho State Superintendent of Public Instruction,
              and head of Idaho Department of Commerce
             Number of other Supporters: 62
              Host Town leaders, individual contributors, Visitors & Convention Bureau, Idaho Restaurant &
              Lodging Association, General Managers of every hotel, Idaho Travel Council Board
   Number of registered MVP Fans, including guests of guests: 438 = 25% of invited MVP Fans
          o   International: 286
          o   Domestic: 152
   Number of MVP Fans who picked up credentials: 250 = 57% registered MVP Fans
          o   International: 140
          o   Domestic: 110
          o   Ratio of International/Domestic: 56% vs. 44%
   Number of Celebrities invited to be MVP Fans – 30 (one accepted but then declined)
   Number of GOC escorts provided: 0
          o   Although personal escorts were not provided, escorts on buses to and from Opening and Closing
              Ceremonies were provided. This was added to our plan at the last minute and was a great idea.
   Number of dedicated cars: 0
   Overall budget for Guest Program: $2,643 (does not include salaries or in-kind contributions)
          o   International: $1,480
          o   Domestic: $1,163

   Number of Hospitality Centers: 9
          o   MVP Fan Airport Information Desk
          o   MVP Fan Welcome Center
          o   Family and Guest Lounge at each of seven sports venues
   Hospitality items provided for each MVP Fan
          o   Welcome packets, in a 9”x12” white envelope with Games logo:
                 Cover letter from SOI and GOC CEOs
                 2009 Special Olympics World Winter Games Guest Handbook
                 2009 Special Olympics World Winter Games general brochure
                 Material provided by sponsors, such as flyers; Books of discount coupons for shops and a taxi company
                 Transportation Map & Event Schedule
                 Maps of Boise, McCall, and Sun Valley, including Downtown Boise map and directory
                 Brochure on Southwest Idaho; Brochure about Sun Valley
          o   GOC blue and white scarves
          o   Tins of fudge (chocolate) - donated

Page 34                                                                                                  3/18/2012
2009 Special Olympics World Winter Games Guest Services After Action Report



Guest Services Products and Tools

    1. MVP Fan Program FAQs [insert hyperlink: MVP Fan Program FAQs.pdf]

    2. MVP Fan Invitation [insert hyperlink: MVP Fans online invitiation.pdf]

    3. MVP Fan Registration Form [insert hyperlink: MVP Fans Registration Form.pdf]

    4. MVP Fan Letter [insert hyperlink: MVP Fan Letter (2).pdf]

    5. MVP Fan Airport Information [insert hyperlink: Airport MVP Fan Directions 97-2003.pdf]
          This card was available at the MVP Fan Airport Information Desk.

    6. MVP Fan Welcome Center Layout [insert hyperlink: Welcome Center Venue Map2.pdf]

    7. Guest Services Volunteer Handbook [insert hyperlink: Guest Services Volunteer Handbook. pdf]

    8. Guest Services Volunteer Training PowerPoint [insert hyperlink: Guest Services Job Specific
       Training 97.pdf]

    9. Guest Handbook [insert hyperlink: Guest_Handbook_final. pdf]

    10. Publication and Communication Plan [insert hyperlink: Guest Services Publication Topics
        pdf.pdf]

    11. Guest Services Volunteer Schedule [insert hyperlink: Guest Services Volunteer Schedule Excel
        97-2003.pdf]

    12. Awards Presenter Application [insert hyperlink: SO_Award_Presenter_Application_97-
        2003_version5.pdf]

    13. Sample Awards Schedule Spreadsheet [insert hyperlink: 2009 SOWWG_Awards
        Schedule_1.9.09.pdf]




Page 35                                                                                3/18/2012
2009 Special Olympics World Winter Games Guest Services After Action Report



Awards Presenter Information Form
This form was used to capture a presenter’s name, how to pronounce the name, and how to introduce.



Name of Presenter: _____________________________________________________


Phonetic Pronunciation of Name: __________________________________________


Country: ______________________________________________________________


How would you like to be introduced?
_____________________________________________________________________
_____________________________________________________________________


Award Presenter Confirmation Card


          AWARD CONFIRMATION                                 AWARD CONFIRMATION

 Award Presenter:                                   Award Presenter:

 _____________________________                      _____________________________


 Award Date:                                        Award Date:

 _____________________________                      _____________________________


 Award Time:                                        Award Time:

 _____________________________                      _____________________________


 Award Venue:                                       Award Venue:

 _____________________________                      _____________________________

 *Please arrive at the Family and Guest Lounge at   *Please arrive at the Family and Guest Lounge at
 least 30 minutes prior to the time scheduled to    least 30 minutes prior to the time scheduled to
 present the award.                                 present the award.




Page 36                                                                                       3/18/2012
  2009 Special Olympics World Winter Games Guest Services After Action Report



  Publication and Communication Plan
                                                                               Pre-
                                                                                                                Card   Welcome
                                                                             Games      Welcome     Guest
     Heading                    Topic                      Details                                               @     Center
                                                                              Email      Packet   Handbook
                                                                                                                BOI    tables
                                                                            (mid-Jan)


About The 2009        Demographics of          Populations, fun facts,
World Winter Games    Special Olympics         what to expect on arrival                   X
                      Locations
About The 2009        The heroism of
World Winter Games    athletes; being a fan                                                X

About The 2009        List of Participating
World Winter Games    Nations                                                              X

About The 2009        World Games Events       Scheduled Event Games
World Winter Games    Schedule                 and Locations,                   x          X          X

About The 2009        Special Olympics         Global Youth Rally,
World Winter Games    Festivals and            Ceremonies, Awards               x          X          x
                      Attractions

About Boise and       Facts                    Demographics of Boise and
Idaho                                          Idaho (BROCHURE)                                                           X

About Boise and       History                  Idaho, Boise, McCall, Sun
                                                                                                                          X
Idaho                                          Valley
About Boise and       Culture                  Acceptable norms in Boise,
Idaho                                          the State                                   X
                                                      st
About Boise and       Attractions              BAM, 1 Thursday,
Idaho                                          Humanitarian Hall of Fame,
                                               BoDo, Basque Block,                                small scale             X
                                               Ponderosa State Park,
                                               Winter Carnival


Awards Presentation   Process for signing up   opportunities for signing
                      for awards               up; email and phone              x                     x                   X
                                               number

Ground                Car Rental               Contact information,
Transportation                                 standard rates, locations                   X          X
                                               for pickup.
Ground                Bus service - Boise
Transportation        and Sun Valley                                                                  x                   X

Ground                MVP Fan Welcome          How to get to Welcome                                             x
                                                                                x
Transportation        Center                   Center
Ground                Taxi Services            Contact information,
Transportation                                 standard rates, routes,                     X          X
                                               locations for pickup, etc.
Ground                Venue Location Map       Boise Area
                                                                                           X
Transportation
Ground                Games Transportation     Transportation Dept.
                                                                                           x
Transportation        Map




  Page 37                                                                                         3/18/2012
   2009 Special Olympics World Winter Games Guest Services After Action Report


                                                                                 Pre-
                                                                                                                Card   Welcome
                                                                               Games      Welcome     Guest
      Heading                  Topic                     Details                                                 @     Center
                                                                                Email      Packet   Handbook
                                                                                                                BOI    tables
                                                                              (mid-Jan)
Contact Information   Hotels                   MVP hotels plus other
                                               major hotels, Contact
                                                                                  x          X         X
                                               Information, Hours of
                                               Operation,
Contact Information   Language Services        Contact information and
                                               hours of operation, slang                     X         X

Contact Information   Medical Services -       Medical, Pharmacies,
                      Boise, McCall, SV        contact information for
                                                                                             X         X
                                               hospitals, hours of
                                               operation
Contact Information   Places of Worship        ALL denominations contact
                                               information and service                                                    X
                                               times and locations
Contact Information   Restaurants              Contact information, hours
                                               of operation, locations                                 X                  X

Contact Information   Security/Public Safety   Police, Visitors Center,
                                               Airport, Lost and Found,                      X         X
                                               Lost Credentials

Welcome Letter        Chip                                                                   x

Travel Tips           Currency (use            Types, locations to
                      language from MVP        exchange money, credit
                      Fan website)             cards accepted universally,       X           X         X
                                               hours for banks, location of
                                               banks and ATMs
Travel Tips           Glossary of Terms                                                      X         X
Travel Tips           Mobile Phones            Locations to purchase
                                               minutes, SIM cards, local         X                     X                  X
                                               phones
Travel Tips           Tipping                  US and Idaho standards            X                     X
Travel Tips           Travel Table             Listing of all venues, their
                                               locations, basic directions       X           X         X
                                               and trip duration
Travel Tips           Weather                  Average temperatures in
                                               February and how to dress         X
                                               for the cold
Travel Tips           Weekend Trip             Stanley ID, Grand Targhee
                                               WY, Jackpot NV                    X                                        X

Travel Tips           Day Trip                 Hot Springs, Garden Valley,
                                               Idaho City                        X                                        X




  Page 38                                                                                           3/18/2012
2009 Special Olympics World Winter Games Guest Services After Action Report


Requests to GOC Departments
         Cell Phones: 16 games-time cell phones, which turned out to be the right amount.

         IT: MVP Fan Welcome Center at AmeriTel Inn – Boise Spectrum
                 4 laptops with Internet access and access to our Guest database and Excel spreadsheets
                 4 surge protectors
                 Printer/fax machine—printer only provided

         Marketing:

          Products
          1,000 copies of Guest Handbook for MVP Fans, GOC Supporters, and GOC and SOI archives

          Envelopes: 600 9” x 12” white envelopes, with Games logo

          Maps:
                 600 “2009 Special Olympics World Winter Games Venue Location Map”
                 600 Games Transportation Maps – reduced to 300
                 100 maps of Boise, Caldwell, Nampa, Meridian Idaho
                 100 maps of McCall, showing Ponderosa Park and downtown
                 100 maps of Sun Valley, showing Dollar Mt., Sun Valley Resort and the River Run parking area
                 25 Boise city bus maps for relevant routes

          Brochures:
                 100 “Museums of Boise” brochures
                 75 brochures of cultural events in Boise – such as “Boise, Idaho Public Art and Cultural District
                  Locations”
                 100 flyers about the Boise Art Museum showing of Susan Valiquette’s photo exhibition, "Let Me
                  Be Brave: Portraits of Courage” – did not happen
                 600 each of brochures from Visitors & Convention Bureau, including “Downtown Boise”


          Signage
                 Welcome MVP Fans signs at Airport and Welcome Center

                 Signs for Welcome Center stations (Credentials & Welcome Packets; Credential Issues; Tickets; Awards
                  Presenter Signup

                 At each sports venue: Awards Presenter Check-In

                 A “Welcome” sign in languages spoken by Families and MVP Fans would have been nice to have




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                               Section VIII: Legacy

    This section highlights the most critical “lessons learned” for future Guest Services operations.
    Based on feedback from MVP Fans, SOI staff, Guest Services volunteers, and GOC staff, Guest
    Services programs were well managed and very successful.

    The following comments are given in the spirit of “How can we make it better next time?”.




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Constituency Management
A constituency can be defined as any cohesive body of people bound by shared identity, goals, or
loyalty. In the context of the Special Olympics movement, constituencies include athletes, delegations,
families, global sponsors, specific Games sponsors, international government leaders, celebrities,
Healthy Athletes participants, logistics support, local government leaders, SOI staff, Special Olympics
leaders and their sponsors, and so forth.

Clear definition of constituency ownership is a critical step in building an effective organization.
Constituency Owners are those organizations or individuals who have the greatest long-term
relationships with constituencies and consequently the greatest stake in those relationships.

Problems:
    When the Guest Services Program was initiated five months prior to the World Winter Games,
       the direction provided to the Guest Services Manager was that all guests would fit into either
       the All-Star Fan or the MVP Fan Program. Only 2 ½ months prior to the Games, the GOC
       leadership made the decision to exclude GOC Sponsors and GOC Supporters from either the ASF
       or MVP programs. Just six weeks prior to the Games, the GOC leadership decided to remove the
       GOC Working Board from all guest programs. This lack of clear constituency ownership caused
       many unnecessary problems in communicating with constituencies, planning for their needs,
       and managing ticket distribution.

         Prior to and during the Games, GOC staff frequently confused the All-Star Fan and MVP Fan
          programs in spite of many efforts to differentiate the two constituency groups. Signage at the
          Games often referred to VIP, and no one knew who that referred to.

         All-Star Fan staff displayed an erroneous attitude that they were more important than MVP Fan
          staff

         GOC staff expected the Guest Services Manager to know the intricate details of the All-Star Fan
          program, an unrealistic expectation

Recommendations:
    Hire a full-time Guest Services Manager, reporting to the Sr. Director for Ceremonies,
      Receptions, LETRFL (Law Enforcement Torch Run Final Leg), and Guest Services, at least eight
      months prior to the Games

         Manage expectations by sending SOI Regional and Program Directors and MVP Fans pre-Games
          emails two months and again one month prior to the Games. Pre-Games emails were very
          effective in reminding MVP Fans about registering and making travel plans.

         Train staff and volunteers on the foundational values of the Special Olympics movement, in
          particular the value that the athletes are the most important constituency and other
          constituencies are equal
          o   Train staff and volunteers on the different guest constituency groups and their respective benefits



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         From the beginning of planning for the Games, GOC VPs and Directors, in concert with SOI
          leadership, should build a Guest Constituency Ownership Matrix to define who is responsible for
          which constituency. The following is a starting point for a Guest Constituency matrix:

                  Constituency                              Owner                    Guest             Program
                                                                                    Program            Manager

 International Special Olympics government                    SOI                  All-Star Fan           SOI
 officials, celebrities, athletes, global
 sponsors, global messengers, SOI Board,
 GOC Honorary Board and their guests

 International Special Olympics leaders (e.g.,                SOI                   MVP Fan              SOI**
 members of SO boards and Executive
 Directors) and their sponsors and guests

 SO Observers                                                 SOI                       ?                 SOI

 Healthy Athletes                                             SOI                       ?                 SOI

 Local government officials (legislators,          SO at national or state level      GOC          Executive Director
 mayors, county commissioners, security          (for example, SO Idaho for the     Supporter        of the local SO
 leaders), local celebrities and athletes, and           2009 SOWWG)                                 organization*
 other invited guests

 GOC Sponsors                                    GOC Corporate Development         GOC Sponsor       Guest Services
                                                 in partnership with the local                         Manager
                                                        SO organization

 GOC Working Board (could also include the                 GOC CEO                 GOC Board         Guest Services
 GOC Honorary Board)                                                                                   Manager


          * The state or national Special Olympics organization in which the Games are located should manage the
          GOC Supporter program in partnership with the Guest Services Manager.

          ** SOI would most likely need the assistance of the Guest Services Manager to coordinate on-the-ground
          arrangements for MVP Fans.

This approach does the following:
     aligns a particular guest program with the appropriate constituency owner and provides clear
        direction for constituency management
         facilitates the goal of promoting life-long advocacy and support for the Special Olympics
          movement at the international and local levels
         avoids duplication of effort
         results in more efficient and effective management of the ASF and MVP guest registration
          process because SOI, which has the expertise on the guest database system, would manage
          both databases

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Guest List Management
Problems:
    Registrations in CVENT had to be manually transferred to SOI’s database, GEMS, a time-
       consuming process
         We were dependent on SOI to enter names of guests into GEMS prior to our transferring
          registration data from CVENT to GEMS. This caused many delays in getting data in GEMS so we
          could pull reports on which to base decisions.
         Because we were new to GEMS, we depended on SOI to pull some reports

         Some nominations were not received until a few months before the Games, causing challenges
          in planning capacity

         Some MVP Fans confused the nomination process with the registration process
Recommendations:
    Use the planned online version of GEMS for online registration of MVP Fans

         If SOI takes on the management of the MVP Fan Program as recommended in the Constituency
          Management section above, the problems listed above would most likely go away

Guest Handbook
Problems:
    Guest Services was tasked with designing and producing an MVP Fan Handbook, with pertinent
       Games-time information specific to MVP Fans. Attempts were made to coordinate this project
       with Delegation and Family Services to avoid duplication of effort, but those attempts were
       rejected. Other GOC departments insisted on conducting their own content analysis and design.
       Solution: Guest Services designed a Guest Handbook [hyperlink to pdf]
             o   The title was changed from MVP Fan Handbook to Guest Handbook because we determined that
                 the handbook would be given to GOC Sponsors and Supporters, who were not MVP Fans

             o   Dimensions: 3 5/8” x 6 ½“ - easy to put in a pocket or purse

         SOI indicated early on that SOI would design its own All-Star Fan Handbook. This did not
          happen. The CE Group, Inc., hired by SOI to manage the ASF Program, requested 50 copies of
          the Guest Handbook produced by Guest Services, which were willingly provided.

Recommendation:
    The Marketing and Communications department, in partnership with SOI, should lead a
      coordinated effort to determine and create the content for the various handbooks

         Similarly, the cover letter for the Welcome Packets from the CEOs of SOI and GOC could have
          been designed for all constituencies. It seemed a duplication of effort to request one in
          particular for MVP Fans.




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Ticket Management
Problem:
The Senior Director of Ceremonies, Receptions, LETRFL, and Guest Services, as well as the Guest Services,
Receptions, and Ceremonies Managers were hounded for tickets to the Ceremonies and Founder’s
Reception from many sources, resulting in confusion, unnecessary interruptions, and precious time
spent delivering tickets to multiple requestors.

Recommendation:
    Ticket management should be assigned to one person, a Ticket Coordinator, through whom all
      ticket requests would funnel
         The Ticket Coordinator could report to the Senior Director of Ceremonies, Receptions, LETRFL,
          and Guest Services, starting two months prior to the opening of the Games
         Responsibilities would include:
              o    gather lists from all Constituency Owners
              o   submit constituency lists to the Receptions Director
              o   monitor capacity at venues
              o   organize seating blocks
              o   order and distribute tickets
              o   plan for and staff a Will Call window at Ceremonies
              o   create a ticket wrap to include with Opening Ceremony ticket describing directions, time to
                  arrive and entrance. Example:
                  We are so excited you will be joining us for the Opening Ceremony of the
                  2009 Special Olympics World Winter Games on February 7, 2:00-5:00pm!
                  Due to the large number of attendees and heightened security,
                  we recommend arriving at the Idaho Center no later than 1:00pm.
                  Enter off Idaho Center Boulevard after crossing Franklin Road.
                  You will be directed where to park; then proceed to Entrance #1.

         Constituencies beyond guests would have to be taken into account
         The Guest Constituency Matrix would support a smoother management of tickets for guests

Transportation and Accommodations
Transportation and Accommodations are combined in one section because they are so strongly linked.
The hotels designated for different constituencies drive much of transportation planning.

Problems:
    Confusion about the All-Star Fan and the MVP Fan programs had a negative impact on
       transportation. Example: parking next to the Alpine venue had a sign MVP Parking, but it was
       intended for All-Star Fans and was barely used the first few days until the Guest Services
       Transportation Commissioner convinced Alpine parking personnel to allow MVPs to park there.

         The Transportation Plan for Guest Services, delivered two weeks prior to the Games, did not
          provide enough detail and did not allow time to analyze and prevent potential problems.




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         The initial estimate of expected MVP registrations was so much higher than actual that too
          many rooms were booked in too many hotels, making transportation and accommodations
          planning difficult and expensive.

              o   Of 438 registered MVP Fans, only about 55 booked rooms at MVP Fan-designated hotels through
                  InIdaho.com, the designated Games travel agency

              o   Some MVP Fans wanted to stay in the same hotels as All-Star Fans, Observers, or Healthy
                  Athletes teams from their home countries

         The Transportation Plan did not provide a way for attendees to travel on Games shuttles from
          their hotels to the loading point for buses going to the Alpine venue.

         Transportation walk-throughs were not conducted at the Founder’s Reception or the
          Ceremonies locations, leading to unnecessary confusion, handicap parking occupied by buses,
          and people left stranded.

         Bus drivers were asked to work beyond their maximum daily hours. They had to be coaxed by
          Guest Services transportation volunteers to stay on the job long enough to return people to
          their hotels after Founder’s Reception.

         MVP hotel personnel were not trained on the transportation system and gave MVP Fans
          erroneous information. MVP Fans did not seem to know that transportation to the Opening
          Ceremony was provided, even though this was communicated in pre-Games emails.

         Bus drivers were unclear about what they were supposed to do. They were given little or no
          directions as to where to go. Most were given a piece of paper with minimal information.

         Buses dropped people off at the Ceremonies and then moved, creating confusion at the end of
          the Ceremonies because people could not find their buses.

          o   Because Guest Services had assigned volunteers directing MVP Fan buses at the Ceremonies and a
              color-coded system to help MVP Fans get back on the right bus, MVP Fans did find their buses and
              were not stranded

          o   MVP Fan buses ended up transporting All-Star Fans and others who were lost

          o   The Guest Services Manager transported a family back to Boise after Closing Ceremony because they
              could not find any bus going to their hotel

         Guest Services volunteers at the MVP Fan Airport Information Desk observed that eight to 10
          All-Star vans sat at the airport unused while MVP Fans had to take hotel shuttles or taxis.

         The Games Shuttle often did not stop at the MVP Fan Welcome Center hotel; many attempts
          were made to fix this problem.




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Recommendations:
    Staff the Transportation Department with sufficient experienced personnel and assign staff to
      support transportation issues for each constituency group

         Conduct frequent and thorough analysis of transportation needs with all customers of the
          Transportation Department well in advance of the start of the Games

         Each FA responsible for constituencies should have a Transportation Commissioner assigned to
          be the liaison with the GOC Transportation Department
         Assign Guest Services volunteers to escort MVP Fan buses to and from the Ceremonies
              o   The Transportation Dept. should brief the escorts and clearly define their role in the
                  transportation system

         Train hotel staff on the Games transportation system one week before the Games

         More communication with MVP Fans regarding transportation via pre-Games emails, in person
          at the airport and MVP Welcome Center and at every hotel. Provide sufficient signage so people
          know where and when buses will travel.
          o   Have a sign and schedule up on a large poster board at the front desk of each hotel listing where and
              when buses would pick up and where they would drop off

MVP Fan Welcome Center
Comments from the Guest Services Hospitality Commissioner:

The good:

         A great team of volunteers who were dedicated and truly took ownership of the tasks.
         Cross-training the volunteers was a good idea in that each of us was at least familiar with each
          of the aspects of guest services so that we could help each other out as needed.
         Gail did a great job of formulating a framework of the tasks ahead in spite of very little
          information to go on.
         Gail was on top of digesting the large volumes of information, boiling it down to essentials, and
          disseminating it to those who needed it in a timely fashion.
         Pre-planning of policies and procedures made game time logistics as the Welcome Center go
          mostly smoothly.
         The size and space planning at the Welcome Center worked out wonderfully. Gail’s call to move
          it to a smaller space was also a good call and saved the games $$$$.
         There was no time at the Welcome Center when we were overwhelmed with customers making
          the dissemination of the credentials, tickets, and packets go relatively smoothly.
         We only had a handful of credential issues and the system established to get info to the GOC
          worked great.
         Alli Lazarus from AmeriCorps provided invaluable information and insight and added a great
          personal touch with all of the visitors to the Welcome Center.

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          From another Commissioner:
           MVP Welcome Center was awesome. It was stocked well, staffed adequately and ran very
           smoothly. I think the staffing was great - no such thing as over-staffed. We were able to
           utilize staff as needed in areas where we were short, so staffing several people in the Welcome
           Center daily was a great idea. The staff seemed to have the credential issues worked out prior to
           the first day (for the most part) and a clear process for any other issues that might arise. Some
           MVP fans did not show up. Is there a way to get a better handle on this in advance? Follow
           ups? Confirmations?
What went wrong:

          The Welcome Center should have had more information regarding all of the events at the
           Games, in particular SOI events, to disseminate to our guests upon request.

          The original plan was for an Accommodations volunteer to be on hand to address questions
           about hotel reservations and games information, but these volunteers were never assigned. This
           change came late in the planning process, requiring last minute adjustments in how we
           managed the Welcome Center. This change also caused an information gap between
           Transportation and Accommodations.

What we would do differently:

          File credentials alphabetically by country and within country to facilitate multiple packet pickup
          Have the person picking up the credentials sign for them
          Locate the Welcome Center within walking distance of a venue
          Have a scrapbook of articles written prior to the event to show MVP fans and visitors
          Be more proactive to help problem solve transportation issues
          Train Welcome Center staff on all SOI programs
Awards Presenter Scheduling
Comments from the Sports Venues Guest Lounges and Awards team:

Problems:

          All Star Fans
          o One of the biggest breakdowns in communication was between Guest Services and SOI in
               handling All Star Fans. We gave SOI the awards schedule in advance and asked for SOI’s
               assistance in getting All Stars to participate. Originally, the plan was to have All Stars sign up
               FIRST prior to MVPs, sponsors, or supporters because their schedule would be set. This did
               not happen. We did not wait for them and went ahead and populated the spreadsheet with
               MVP's, sponsors and supporters. We heard that there "may" be some All-Stars at certain
               venues on certain days and tried to block some awards times, but these were not confirmed.

          o   All-Stars would show up last minute to present awards. This was OK because we wanted
              participation, but it made it difficult to plan ahead. After frequent solicitation (begging and
              pleading) to get specific names or schedules to sign up to present awards, we finally started
              getting phone calls from All Star guides on Thursday (Friday were the final awards). We were


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              then scrambling to get them to the awards ceremonies. More advance notice of their
              schedules and better communication between SOI and Guest Services would have been
              extremely helpful.

          o   The secretive way SOI handled All-Star schedules made it difficult to plan awards scheduling

          o   There was no clear communication as to who SOI should contact. It was supposed to be the
              Guest Services commissioners at each venue, but they ended up calling the Venue Directors,
              security and other people to try to schedule awards and facilitate the process.

          o   The different titles for "All-Stars" and “MVP Fans” caused a great deal of confusion for all.

         Sponsors and Supporters
          o   These were the most helpful and flexible people when it came to presenting awards!
              However, these groups did not seem to have enough notice or clear communication
              regarding the awards presentation process. Mayors, counsel reps, police, and sponsors asked
              us on the last day, "Hey, how can I participate in awards?" On a positive note, they truly
              wanted to participate. They pitched in and helped out at a moment’s notice. Some
              presenters gave many awards for several hours.

          o   Since the awards schedule was sometimes not accurate, presenters sometimes had to wait
              for hours to give out awards and never once did they complain. State and local police were
              amazing. They developed relationships with different groups of athletes during the week,
              and then wanted to present awards to their new friends. The athletes LOVED getting awards
              from local law enforcement, fire department and even forest rangers!

          o   Presenters that should have been included had not been asked. Not to mention the
              Olympians living in the area. We were "back filling" unnecessarily.
         Communication with the VMT Awards Commissioners
          o   We expected to get information via radio from the Awards staging area about the # required
              to present, whether they were behind or ahead in their schedule and when they were ready.
              They were in such a dither that they couldn't be bothered to let us know much, so we kept
              presenters coming in advance of the need and they simply put them in line. That's why
              having a second person in the staging area was so useful – she kept the presenter
              entertained until needed and then made sure they got connected with the awards line up
              people while we lined up the next presenter. Through observation and assertiveness we
              figured out what was needed and got people there on time.

          o   On three occasions, foreign nationals suddenly appeared wanting to present because they
              had an athlete getting an award. We determined how may times presenters presented and
              "slid" people in as needed.




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         Family and Guest Lounges

          o   At many venues, these were greatly under-utilized. There was food, games, tables, and a
              great place to relax. MVP Fans did not seem to enter the lounges very often.

          o   Signage for the Family and Guest Lounges was TINY, making them difficult to find.

          o   Guest Services shared the tent with Family Services, and that didn't make much sense.

Recommendations:

         Awards Spreadsheet - The Excel spreadsheet for the awards sign up worked well. Having one
          person in charge of this worked. If this person could start populating the award presenters
          earlier, it would be great. If the MVP fans, sponsors, and supporters had more advance notice,
          this may have gone more smoothly.

         Communicate to award presenters that the times are TENTATIVE and ask them how much time
          they have before or after the awards so we know how flexible they can be.

         Include Guest Services staff at the sports venues in the training for Awards team conducted by
          Sports Operations.

              o   At two of the venues (Speed Skating and Figure Skating) the Guest Services commissioners
                  were invited to attend the Awards presentation practice at the venues. This was extremely
                  helpful to both the Guest Services Commissioners to know how the awards process would work
                  but also to the Awards volunteers so they would get to know who was in charge of handling the
                  presenters. These two venues seemed to work most smoothly because our commissioners were
                  involved with the Awards process from early on (not just during the actual awards). Again, the
                  secretive nature of the awards process at some of the venues kept Guest Services commissioners
                  cut out of the loop! Guest Services awards commissioners should attend all awards training.

         Have two Guest Services volunteers assigned during awards, not just one.

         There should be much more communication between the Awards group and Guest Services as
          well as Family Services.
              o   Train Family Services staff at each sports venue to sign up awards presenters. Guest Services
                  commissioners could focus on the awards ceremonies.

              o   Alternatively, the Information Desk at each venue could handle awards presenter sign ups during
                  the week because people often go there first to inquire, and many MVPs, All Stars, sponsors and
                  supporters never made it to the Guest and Family Lounge at all. Both one would work, but the
                  presence of Guest Services Commissioners in the Guest and Family Lounge isn't needed until the
                  first day of the awards at each venue.

         Go to the Sports Ops tent each morning and find out how many divisions in each event. That
          would make it much easier to handle special requests and "slip" last minute people in. Make a




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          sub grid of each time slot based on the number of divisions and try to have presenters do the
          awards at least three to four times.

         More communication regarding the location and benefits of the lounges prior to the Games.
          There should be great, big, banners indicating the names of all the lounges. Also, if MVP Fans
          are in the same lounge with families, it would be helpful if the MVP fan LOGO should be shown
          prominently on the signs.

         All-Star Fan Program managers should inform the Guest Services Awards team who the All Star
          Fans are before they are scheduled to come to venues. That would allow for suggestions for
          other awards presenters. Award presenters should have been better instructed as to the
          necessary time commitment. Athletes' finish times were an unknown and therefore award times
          were unknown. Presenters didn't seem to want to wait - much less mingle with SO athletes or
          their families.

         There should have been a better space devoted to waiting presenters. A tent, with good
          signage, adjacent to the awards tent would have been good. The presenters wouldn't crowd the
          athletes in the awards tent but they would be available as soon as results were obtained.

         Give GOC Supporters credentials, so they can be contacted much sooner (prior to the Games) to
          be invited to participate.

         If you know what needs to be done you can get it done if you're willing to forgo any
          preconceived plans. Planning helps, but you can't depend on being able to work your plan.



Publication and Communication Plan
Recommendation:

         Every GOC Department should have a Publication and Communication Plan. This plan was a
          great tool for executing effectively.




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