SM 466 Final Exam

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Question

Answer

(From Quiz) A burst water pipe during the offseason could cost the stadium over $100,000 to repair. (T/F)

True

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(From Quiz) Pratt & Whitney Stadium at Rentschier Field uses the most recent and fastest computerized maintenance management system. (T/F)

False

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(From Quiz) The number one concern raised by Mr. Kastel at Camden Yards was public safety.

True

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(From Quiz) It normally takes three days to convert a playing field from a soccer game to a football game. T/F

False Takes one to two days

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(From Quiz) Mr. Kastel learned most of his facility knowledge in a sport facility management class. T/F

False he learned it in the field (internship)

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(From Quiz) During the offseason, Mr. Kastel usually arrives at the park later in the day. T/F

False He arrives there early. Offseason is a lot of early days, late nights

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(From Quiz) Mr. Lang's internship led to him being hired at the facility where he interned. T/F

True

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(From Quiz) Mr. Lang developed his knowledge about facilities and their systems from working as a construction equipment mechanic. T/F

True

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(From Quiz) Housekeeping at 50% makes up the largest percentage of issues faced on a typical game night. T/F

True

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(From Quiz) Key systems at Camden Yards are subject to what type of maintenance system?

Preventive maintenance

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(From Quiz) The focus of most ticketing efforts now is on the casual fan. T/F

False

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(From Quiz) PSL stands for personal seat license.

True

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(From Quiz) The marketing director's gut feeds into almost every marketing decision you can make in a facility. T/F

False (Shared responsibilities)

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(From quiz) A product is what the facility has to offer to its prospective customers, users, clients or constituents. It can be an idea, a service or goods. T/F

True

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(From quiz) If you don't know the answer to a question asked by the media, the best thing to say is "no comment" T/F

False

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(From Quiz) Finance is the art or science that uses the numbers obtained by accountants to determine the facility's future direction. T/F

True

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(From Quiz) A major potential problem with buying a facility is the up-front payment for the land can be so high that the developer may not be able to afford building according to the original plans.

True

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(From Quiz) An income statement highlights the profit earned from all sales minus the cost of producing the events, taxes and other expenses.

True

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(From Quiz) Leasing does not generate any equity for a facility developer. T/F

True

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(From quiz) Owner's equity is the value the owner has in the business. T/F

True

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(From quiz) Some states require security personnel to be licensed. T/F

True

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(From quiz) According to one study, almost 20% of fans at a major sporting event were drunk. T/F

False It was around 8% (believe that?)

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(From quiz) Ride sharing services will require their own entry and exit points in the future. T/F

True

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(From quiz) The basic movement characteristics are...

density, speed and flow

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(From quiz) A good training program should include which of the following? (Theory, experiential education, real-world shadowing, testing)

All of the above

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(From quiz) The three phases of training that security personnel should receive are orientation, ongoing training and advanced training.

False

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(From quiz) Having a great crime prevention through environmental design system can be impacted by RVs and larger trailers that might impair line of sight and the strength of a CCTV lighting system. T/F

True

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(From quiz) Density refers to the number of people in a space. T/F

True

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(From quiz) During a fire people often panic and act unreasonably. T/F

False Textbook says they actually usually act pretty calmly and follow guidelines to safety.

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(From quiz) the primary reason for a CCTV (closed-circuit television) system is to deter vandalism, graffiti and criminal conduct. T/F

True

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(From review) Having an annual contract with outside vendors to provide services throughout the year can help minimize the time required to undertake some repairs. T/F

True

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(From review) What is a facility manager's most important skill used on the job?

Scheduling Takes up a lot of time and also is important to make sure facility is being utilized round year and events are not conflicting

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(From review) The HVAC system needs to be monitored for temperature and humidity levels every day and several times a day. T/F

True

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(From review) What does BIRG stand for in relation to a sold0out game at Yale?

Basking in reflected glory (the good ole day syndrome, failing to adapt to the present from conceptions of the past)

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(From review) A detailed understanding of your fans' geographic and demographic data can provide the blueprint of all of your media spending

True

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(From review) What are the four P's of marketing?

Price, product, promotion, place

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(From review) Accounting is the process of calculating how much a money a facility has? T/F

True

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(From review) Sin taxes can be applied to which of the following? Gambling, alcohol, tobacco

All of the above

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(From review) Which of the following is a duty owed to facility users? Safe facility, frequent inspections, repair of any dangerous conditions, proper supervision

All of the above

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(From review) The ECT approach is a technique used to identify risks and attempt to reduce those risks T/F

True -ect (reflect, detect, deflect)

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(From review) At what stage of attendance should the fan experience first begin?

At parking (Not online ticketing, you come to the facility when you park and your experience of the facility starts there)

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(From review) Preventive maintenance helps prevent emergency orders and repairs which can drastically increase costs from scheduled repairs and replacements. T/F

true

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(From review) Grass fields need to be mowed two or three times a week.

True

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(From review) If one negligence element is missing, there still can be a negligence claim. T/F

False Needs injury, breach of duty, duty and proximate cause

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(From review) To be valid, a contract needs to be in writing T/F

False Ex. Concessions sales aren't written but are technically contracts of sale

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What is the top concern for a facility manager?

Public safety (ch.8) Active, shooters, threats can affect an entire facility and the people inside and outside. The top priority of FMs are to protect everyone every time there is an event.

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Budget management

Very nature of operations in a building is spending money. Managing a venue does not create money because upkeep and repairs are all expenses.

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Vendors

Vendors are important in facilities. Even though they are third party, you need to make sure they are up to your standards because they reflect how fans view your facility.

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Contractors

Important to have contracted tradespeople to manage expensive and important systems

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Plumbing

Important to maintain (needs to run during games) A typical stadium will have hundreds of drinking fountains, sinks, showers, toilets etc. Includes fire suppression system and laundry room (over 100 gallons/day) Water drainage system under grass field

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Plumbers cont.

Plumbers can also be used to help resolve heating and cooling issues.

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Electrical system

Every stadium will need miles of wires Electricians need certain licenses Facilities add features, which is a challenge to adhering to electrical code and adjusting electrical system

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Technological system

Not just the internal computer or ticketing systems Fans demand a strong bandwith (wifi) ADA requires redundancy systems (captions, written display) crucial to gameday entertainment

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Tradespeople

Improtatn to have properly trained people doing important jobs Factors that affect staffing levels are attendance, weather and suspected issues

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Playing surface

Need to be maintained to the highest level for both player and spectator needs. Grass is cut in a pattern for visuals Artifical field needs same amount of care and attention infield needs to be dragged and watered so dust does not blow away Baseball

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Housekeeping

Important, housekeeping can be a facilities' largest vendor contract.

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Preventive maintenance

Designed to prevent future problems through undertaking predetermined reparis and analysis of equipment. Helps reduce costs of potential pricey emergency repairs.

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Break-fix maintenance

Where repairs are undertaken only when a piece of equipment breaks down or needs to be repaired. The more preventive maintenance, less break-fix work Break fix is more expensive

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end of life maintenance

When a piece of equipment has reached the end of its life. Band Aid or duct tape approach- some stadiums do whatever is necessary to keep the equipment from dying.

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Computer Management Maintenance System

Tracks components of facilities and controls components It can track contracts and purchases and helps with schedules, links to phones

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Green issues

LEDs are now less expensive and use less energy, which saves money. Recycling can be difficult to get patrons Harder to decrease energy use in hockey arena

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Recycling

Composting is big part of the future Hard to get fans to recycle correctly

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Safety (ch.9)

Number one concern for every person who runs a facility

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Operational concerns (ch.9)

Renovations in the offseason, opportunity to deep clean, also primetime for sponsorship and partnership sales, address liability or safety concerns and update policies

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Building maintenance

Offseason mainenance program, deep cleaning in the offseason recoat court every 3 to 4 years and sand it down every 6 years

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Cleanliness

Cleanliness of facility is direct represntation of facility or affiliates

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Parking

Fan experience starts at parking, reflects on facility

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Staff challenges

Staff also reflects on facility, need to be trained and ready to address issues

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Weather issues

No control ovver weather but every fm has to know how to mobilize staff and have a plan in place. Bad weather will alwasy negatively affect revenues and safety

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Roof and rigging system

One of the largest systems for an arena, needs to be strong enough to support mechanical systems Scoreboards are connected by cables that support the roof Roofs can be valuable property (turned into other things)

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HVAC

Heating, ventialtion, and air conditioning system Challenges in keeping humidity out of venue Significant expense

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Plumbing system (ch.9)

Each locker room has different plumbind needs. Sport medicine office also requires plumbing Arena has lost hot water on occasion, had pipes burst

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Electrical system

Arena utilizes Musco game lights and Creston programmable lighting. Musco produces extreme heat, presents fire hazard if not cooled or monitored, they take cool down time and is expensive Switched to LED practice lights Problem with lift (expensive)

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Technology system

(ch.9) Storage problems with techonology

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Housekeeping

Grounds and maintenance staff falls under facilities department Unionized workers, so they have to work around restrictions

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Tradespeople

Work system order online and it gets addressed immediately

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Advertising

A paid message designed to inform customers (can include all mediums) Internet ads have grown with social media but isn't as clear as other methods Has two objectives: push a product and pull a product

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Push and pull

Push- encouraging consumers to purchase a product pull- consumers are encouraged to ask retailers to stock a given product

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Price based advertising

message explains the cost to product

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benefit segmentation

Examines what benefit someone wants to receive from the product or service If consumers express interest in a given benefit, marketers will find a way to reach and sell to these individuals if they got the money

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booking

The actual contracting of an act or event, secures specific space for a specific date and time and money Can only occur if it is evailable also entails event quality, terms of contract, reputation, etc.

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Cognitive dissonance

Buyer's remorse Might not want to pay full price ever again (fan buys ticket full price, then team lowers it to get more money)

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Commercial rights

Assets owned by a facility that can be sold, leased or borrowed by others for a price (naming rights and pouring "alcohol and soda" rights) Common in modern facilities since 1900

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Naming rights

Controversial b/c of naming tributes, bankruptcy but are a form of corporate sponsorship Sponsorship spending has risen, provide either cash or advertising Normally runs from 20 to 30 years Diff. names will have diff. value on placement

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Naming rights tax issue

Unrelated business income tax is 21% and could be applied to naming rights if it is significant

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Customer relationship management system

CRM- serve to obtain valuable information about fans for marketing purposes. Combine programs with discounts and giveaways

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Geodemographic segmentation

Looks at customers and potential customers based on where they live or do business. A buyer is often looking for an experience so marketing strategy needs to communicate a message that appeals to buyer regardless of segmentation

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Luxury boxes and suites

Scaled down furniture to make suites look larger, 12 to 16 seats, offer amenities $50 avg for food- total cost can range from $50k to $500k

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Market

A group of actual or potential customers who will be interested in the product

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Marketing

The concept of packaging a product and services in the right way, at the right price and in the right environment to encourage indiciduals to buy.

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Personal seating License

First introduced in 1980s at Palce of Auburn Hills (Pistons) PSLs helped raised more than $500million in 90s Often have to pay leases of 5-10 yeras New facilities have avg 16% of premium seats

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Place

Refers to where the product or service is sold or distributed and refers to how the product reaches customers, how quickly and the condition of the prouct It can refer to how convenient the facility is for customers More convenient=more sales

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Price

Cost of doing business has risen, higher for consumers Affected by supply and demand, location Dimishing returns= as prices increase, less purchases Dynamic ticket pricing use variables to determine right price

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Primary data

Data developed by a facility such as sales reports or schedules

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Product

The item (whether a service or good) that is being marketed Can also include the facility itself Unlike consumer goods, products by sport facilities can change daily steak (game) sizzle (entertainment and amenities)

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Promotion

The process of informing people about the other three P's. Primary vehicles of promotion: advertising, publicity, and public relations

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Psychographics

Refers to people's actions and thought processes. Attempts to get into the customers' heads to determine how they make decisions to use in marketing to motivate similar customers to purchase.

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Public relations

Entails trying to reach out to the public with a positive message. The purpose is to put forward a good public image and hopefully grow the customer base.

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Publicity

Earned media exposure; publicity is unpaid and is disseminated based on its newsworthiness. There is such a thing as bad publicity

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Secondary data

Data developed from external sources such as the govt, press and trade associations

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Target market

The intended market that an advertiser is trying to reach.

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actual payback analysis

How long it actually takes to pay back the initial investment

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asset

Something of value such as land, naming rights and concession s More assets, more a facility is worth

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liabilities

Debts that are owed to others. if a facilities liabilities are worth more than assets, then the facility has a negative cash value.

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Average payback period

Analyzes a capital decision based on how long on average it will take to repay the initial investment, assuming an average cash flow

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Average rate of return

Helps determine the rate of return as a % so that various projects can be compared with one another.

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Balance sheet

Highlights how much a facilitiy or compnay is worth at a specific time by examining its assets, liabilities, and shareholder's equity

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Benchmarking

The process of establishing industry norms or standards by which a facility can compare its operations for efficiency

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Benefit-cost ratio

Used to evaluate a project by comparing the costs with the benefits (cost-benefit analysis) divides the value by the cost

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Bond

A promissory note stating that the issuer will repay a loan with interest

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Capital costs

Costs associated with long-term investments over many years RELATE PRIMARILY TO BUIDLING THE SPORT FACILITY

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Corporate bond

Not tax exempt, tax exempt bonds pay less interest corporate bonds are given when they believe it can o btain a lower interest rate and wanting a longer repay period

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Cash flow statement

Third most financial statement Highlights the money going in and going out of a company-determines if a sport facility can pay its bills

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Certificate of participation

Allows a municipality to form a corporation to purchase land or build a facility

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Collateral

Funds or assets used for securing a loan

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Consideration

An exchange of value-required for a valid contract

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Expenses

Obligations that need to be paid, such as bills and salaries.

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Contractually obligated revenue

Can provide a strong guarantee that a debt will be repaid. they are any contract whereby a party agrees to pay a specific sum for a guaranteed number of years. (PSL, naming rights)

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Financial forecast

A bridge to help move the financial plan to the budget. No right way but uses past budgets and models to help develop new budget and plan

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Front of house

An activity taking place in front of the audience (a game) versus back of the house, which refers to areas used for staging and running the facility.

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General obligation bonds

Bonds backed by the full faith and credit of the borrowing municipality, which promises to repay the bonds with general tax revenue. Most commony used for PAFs

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Income statement

Highlights the revenue and expenses for the prior year and factors in taxes and interest payment to determine whether the facility earned a profit or loss

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Internal rate of return

The facility created ROI that would need to be achieved to undertake a project. Using internal rate of return, the initial investment and future cash flows are analyzed to determine a project's value.

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Life-cycle cost

The total cost of a building or equipment over its life; this includes initial construction, energy costs, maintenance and repairs.

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Net present value (NPV)

Determines the $ value of some future series of cash flows, discounted by the facility's cost of capital

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Public offering

Inolve selling corporate shares to the public in the form of stock Primarily in horse racing, auto racing and health clubs Represent the best way for sports facilities, business to grow and acquire 2x taxation

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Reconciliation

The process of calculating the total revenue and expenses for a given event.

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Return on investment

The financial return an investment generates

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Revenue

Money received primarily from selling goods or services

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Revenue bond

Uses revenue from specific sources to repay the bond

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Sales-lease back strategy

Gaining popularity Allows someone to sell an asset to an invester who receives lease payments from the seller. The seller obtains a cash infusion

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Variance

A document from building inspectors or other govt officials that states that a facility can be built in violation of established regulations.

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Variance analysis

Reviewing a budget against the actual costs to determine whether the budget was accurate.

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Venture capital

Initital funding from investors for a facility or company; investors demand a signficiant ROI. Investment is risky b/c most new facilities don't have enough funds to interest most investors.

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ADA requirements

title III says public accomodation must remove all architectural barriers to access New construction must comply with ADA and old facilities musst provid alternatives if they cant

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Architectural barriers

obstructon to access to people covered under ADA

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Assumption of risk

Defense to a negligence claim based on the injured person knowing the risk of injury and voluntarily continuing even though doing so is dangerous

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Common law

Law developed and interpreted by the courts.

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Imunity

Defendants will not be responsible even if they would be liable, because they are protected by the govt or some other legal or statutory protection

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Policies

The most general guidelines; they should be flexible and give basic direction to managers and employees.

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Property law

a variety of laws that affect the use of property, from buying and selling property to how the property can be used Sport facility represents real property (attached to land)

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Proximate cause

Refers to the fact that a facility manger's actions are the direct cause of an injury rather than an intervening incident that led to the injury.

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Public accomodation

Facilities in which people congregate or attend events, such as theaters, arenas and stadiums.

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Reasonable accomodation

Repairs or reconstructions thta need to be done in order to comply with the ADA

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Risk management

The art of reducing the potential of someone being injured by a hazard that could have been avoided or minimized

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Tort law

A variety of claims against people for their actions toward anohter person or a person's protperty (intentional or unintentional)- negligence

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Unintentional tort

Harm that might occur to someone that resulted from an uninetended act with the primary example being a negligence claim

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Automatic external defibrillator (AED)

A device used to help resucitate a person having a heart attack; can be operated by someone without significan training

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Biometric scanning

References body parts to authenticate known individuals and to allow them to access a facility Being deployed more at large stadiums and events Taylor Swift used facial recogniton to identify stalkers

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Closed circuit Television (CCTV)

Self contained video systems that record conduct to use as evidence or to investigate crimes.

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Crime prevention through environmnetal design (CPTED)

A multidisciplinary approach for reducing crime through environmental design and the management and use of built environments. Designing out crime-explore facility's design to minimize crime Deter,detect,delay and detain

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Contingency planning

Refer to the need for plans to be developed and followed by all employees when a disaster occurs

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Continuity management

Entails developing, communicating and enforcing written guidelines that set forth specific prohibited behaviors and the consequences of acting in that behavior

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Crisis management

Refers to how to return to normal as soon as possible after a crisis occurs Focuses on identifying the concerns that can affect a facility- not just the attacks but other activities that can cause damage (PR)

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Crowd management

Specific steps or strategies taken to PREVENT a tragedy involving patrons; can include structural, signage and personnel strategies

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Emergency response management team

Persons dedicated to responding immediately to an emergency at a facility.

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Evacuation

The process of removing people from a facility in a safe manner. Two: delay time until beginning evacuation and time needed to travel away from danger focus on patron reaction and education

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Foreseeability

The process of utilizing all the facts to know whether a specific event is likely to occur.

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General admission

An event where there are no reserved seats and the first people into the facility have the first choice of where they will sit or stand. Facilities should refrain from general seating/stampedes have happened due to that and fighting

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Movement theory

The sceience of crowd movement, which focuses on density, speed an flow. flow=speedxdenistyxwidth critical density is less than 1.5 feet per person

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Tabletop exercises

Safety training using models or maps indicating where trainees would go and what they would do during a real emergency.

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Vulnerability analysis

Can help identify what events are most likely to occur. analyze historical incidents and ranked on probaility

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