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After Action Report 2009 Special Olympics World Winter Games All-Star Fan Program After Action Report Presented by: April 17, 2009 All-Star Fan Program 2009 Special Olympics World Winter Games After Action Reports Provided by The CE Group April 17, 2009 Table of Contents 1. Cover Letter 2. Program Overview 3. Organizational Chart 4. Report Card 5. Recommendations 6. Operational Area Evaluations a. Accommodations and Food & Beverage l. May I Serve You b. Administration and Operations Center m. Opening Ceremony Parade of Athletes c. Airport Gate Greets n. Opening Ceremony Photography d. Awards Presentations o. Program Operational Plan e. Coffee Walks p. Project Director f. Credentialing q. Technology g. Database Management r. Tracks h. Décor Design Plan Including Signage s. Transportation i. Dine-Around t. Volunteers & Guides j. Guest Management u. Welcome Center k. Hotel Contracts Program Overview All‐Star Fans Program The All‐Star Fans program is the hospitality program for top Special Olympics Global Supporters. The Program is organized and executed by Special Olympics International, with cooperation from the 2009 Special Olympics World Winter Games, Idaho, USA. • Participants include Celebrities, Government Leaders, Corporate and Individual supporters and other dignitaries • Size of Program is 250 – 300 people (120 – 150 groups or delegations) • Custom‐designed schedule of events centered around the principles of engagement, education and service • Wave program: – Opening Wave 2/6 – 2/9 – Sun Valley Experience 2/9 – 2/13 – Medaling and Competition Wave 2/11 – 2/14 • Hotels – Host: The Grove, Boise, Idaho – Overflow: Hotel 43, Boise, Idaho – Sun Valley: The Lodge and The Inn, Sun Valley, Idaho 2009 ALL STAR FAN Program Chairman On Site Management Tim Shriver President & COO Brady Lum Project Advisor GOC COO Overall Program Games Advisor Janet Holliday Kirk Miles Lee Todd Peter Wheeler (CE) 1. Approvals on all work 1. Parade Plan 2. Budget 2. CE Team Advisor 3. Messaging/Comms - Guests + MDs Corp. Advisor Events & Guest Tanya Baskin Advisor Kim Widdess 1. Sponsor Liaison 1. Overall SOI Approvals 2. Tracks Design Project Advisor MVP Ops Liz Warwick Gail Hawkins 3. SOI Mgmt Briefings 4. Guest Problem Res. (CE) Director of Operations 1. Track Planning & Execution Christa Scannell 2. Strategy/On Site Messaging MVP Integration (CE) 3. Guiding Principles - Host, Guides Hotel 43 4. Volunteer Training - Hosts, Guides Joanne Maldonado 1. Overall Team/leadership 5. Project Integration 2. Ops for Events 6. Back-up for Christa 3. Ops Problem Resolution 7. Vol, Guide, Host Problem Resolution 4. GOC Ops liaison GW Intern 5. Overall Signage 6. Design/Look of Hotel Ceremonies Hotel Overall Dine Around Guest Guest Hospitality MH OPS Center Guide + Host GOC Liaison and Credentials Management Tracks MISY Management Itinerary Lounge Volunteer Smiley (Inc. Accommo) Mgmt Program Awards Emily/Joanne Liz Cassie Emily U. Schu Julie Pierce Manager (MH) Sissie Lisa Kim Maritza (CE) (CE) (CE) (CE) (CE) Mark (CE) (CE) Parade Guest Guide, Host + Advance Guest Transport Planning Security Technology Ticketing Services Volunteers Team Schedulers Greg Kari (TBC) (SOI) Kim Stacy Warner Processing (Booz-Allen) GW (MH) (CE) (CE) Lisa Dietz Airport Track Database Greet + Daily Gifts & GW Managers Welcome Emily P. Schu/Kevin Photography Intern (CE) Shane Kyle Packets Michele (CE) (CE) (CE) January 22nd, 2009 Created by the ce group NOTE: Festival, Sports Experience and Sun Valley not on this chart event based marketing 2009 All‐Star Fan Program Report Card Objective Result Program Enhancements ‐ Experiential Touchpoints Concierge style service by Emily Urban (CE) conducted thorough outreach by phone & email to most guests from the Save the Date Dedicated Guest Manager through final plans and on site coordination. Guests were energized by this up close and personal opportunity May I Serve You to interact with athletes. These events leveraged the celebrity component nicely with Unified Activities athletes and guests for memorable, unique experiences. Successful planning and execution integrating ASF guests with athlete delegations. Photos were generated, but in room delivery Opening Ceremonies a challenge with quick turnaround and sheer number of photos Parade of Athletes processed. Four dine around's with hosts allowed guests from the first night to interact with SOI's best advocates in a relaxed intimate setting. Dine Arounds Great tone‐setter for the weekend. On Wednesday night, Tim Shriver and Michelle Kwan hosted a private dinner at local restaurant. We had several high profile guests who had just arrived and this provided an excellent setting Private Dinner for messaging and welcoming this group. Excellent option for those guests who stayed past the first Award Presentations weekend or arrived for Closing Ceremonies. Very positive and uplifting event with excellent messaging giving Youth Rally guests chance to see how young people react and get involved. The Coca‐Cola volunteers really appreciated their role and opportunities to be impacted and to help create impactful Sports Experience moments between athletes and guests. Single best moment for many guests to tour and understand this Healthy Athletes significant program. Program Enhancements ‐ Operations In the end, the GEMS system delivered the necessary reports for Database Management guest management. Overcoming many obstacles, transportation plan executed by Transportation professional manager and skilled volunteers delivered. Experienced staff can deliver on plans, remain flexible and Staffing respond effectively to changes and new demands. New Program Elements ‐ Sustainable Model Promotion of the wave format provided impetus some for Sun Valley Experience and encouraged some guests to attend later in the week. Most guests arrived and departed not according to Waves wave dates with very few staying past Monday. While challenging to implement, the fee structure can be PProgram FFees successfulfl withih some adjustments.dj New Program Elements ‐ Program Design Introduction of two programs handled very well by enlisting SO leadership . With more planning time, future GOC's can provided All‐Star Fan and MVP Programs even better service for the MVP guests. As ASF program grows to include more guests that are new to SO, Tracks tracks will be effective program to achieve goals. Program Recommendations Provided by The CE Group April 17, 2009 In May, 2008, The CE Group was asked by Special Olympics International to outline a scope of work and a staff support plan that could deliver first class service and experience to the Honored Guests Program of the SOI at the 2009 World Winter Games in Idaho. The final contract for program management services included four senior level management positions – Janet Holliday as Project Advisor, Liz Warwick as Project Director, Christa Scannell as Operations Director, and Emily Urban as Guest Services Manager. SOI chose to pursue volunteer or internal staff to complete functional area staffing and support roles. Ultimately, The CE Group waived the fees for 10 of our most senior level event managers representing over 1,500 hours of time dedicated to the successful execution of the program. This donation equates to $96,550 in billable fees. In addition, CE donated over $5,500 in goods to the Games and the ASF program. Hopefully you saw for yourselves that this program could not have been done without the full team in place. As much as we value the contribution of volunteers or internal staff reassigned for the Games, a program of this nature cannot be effectively and efficiently managed with volunteers or inexperienced staff who know nothing about event management, logistics, or the handling of VIPs. The CE Group was guided throughout planning process by the objectives of the program that were identified in the May Board meeting and as a result of the internal audit: 1. Design a long term engagement and stewardship strategy related to the management of the external partners, celebrities and leaders that produce the foundation of the All‐Star program. 2. Determine strategy for overall program design and communications. 3. Create a new funding model that is sustainable. 4. Launch a new operational model with adequate staff support that is sustainable. As you prepare for Greece and the 2011 Games, we recommend the following for the ASF program: • Conduct a budget and planning summit that addresses the program goals and objectives versus the budget and viability of revenue generating guest packages. • Budget for additional professional management in transportation, guest services, accommodations, and talent management. • A defined relationship, with Guiding Principles, between the GOC and SOI. • An RFP for the selection of the hotel, in order to maximize on terms and conditions for SOI and minimize financial risks. • A SOI manager/executive level point of contact dedicated to the ASF and MVP programs. • Or consider turning over the whole program to an Event Management and Production Company, who can truly take ownership of the entire program and deliver it as an integrated entity. The piecemeal approach that the CE team experienced in the 2009 Games was energy and time depleting and counter‐ productive to delivering a first class program. AFTER ACTION REPORT FUNCTIONAL AREA: Accommodations and Food & Beverage MANAGER: Sissie Henges PURPOSE: This department is for the efficient planning and management of anything related to ASF hotel rooms in any hotels (for staff and guests). This department is
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