Section III: Facility operations
Table of contents
Part 1 – Organizational structure
1. Philosophy
2. Mission
3. Action plan
4. Vision
5. Organizational history
6. Organizational chart
7. Job descriptions and responsibilities – management
8. Contact information for key staff
9. Calendar of regular events
Part 2 – Total Quality Management (TQM)
10. Customer service
11. Empowerment of employees
12. Human resource management
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13. Media and public relations
Part 3 – General facility operating procedures
14. Hours of operation
15. Users
16. Fees and rates
17. Reservation procedures
18. Space allocation
19. Outsourcing of services
20. Procurement
21. Partnerships and sponsorships
Part 4 – Facility operations
22. Plant operations
23. Maintenance and repair
24. Alterations management
25. Inventory management
26. Energy management
27. Waste Management
28. Recycling
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Part 5 – Area operations
29. General Rules and regulations
30. Customer service desk and main office
31. Basketball/Volleyball courts
32. Health and fitness centre
33. Retail and trophy centres
34. Food and beverage services
35. Spectator areas
36. Wireless zone
37. Locker rooms and bathrooms
38. Coaching rooms
39. Child care and activity area
40. Party room
Part 6 – Event management
41. Event set-up – Basketball games and tournaments
42. Event set-up – Volleyball games and tournaments
43. Event set-up – special events, camps, and clinics
Part 7 – Risk management
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44. Non-critical injury/illness
45. Critical injury/illness
46. Waiver and release of liability
47. Alarms
48. General emergency evacuation procedures
49. Evacuation of physically challenged persons
50. Electrical power failure
51. Elevator entrapment
52. Fire
Part 8 – Governmental guidelines
53. Federal, state, and local
Part 9 – Facility services
54. Security
55. Communications, electronic management, and information security
56. Reprographics
57. Mailroom management
58. Transportation management
59. Records management
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60. Public communications
61. Elevator
62. Parking
Part 10 – Budget management
63. Annual budgeting
64. Budget process
65. Capital budget
Appendices – forms
A. Membership forms
B. Daily usage forms
C. Team and individual registration forms
D. Event registration forms
E. Facility reservation request form
F. Internet use policy form
G. Facility rental contracts
H. Service contracts
I. Waivers/exculpatory form
J. Assumption of risk form
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K. Fitness centre orientation form
L. Accident forms
M. Incident forms
N. Maintenance forms
O. Daily cash flow forms
P. Capital and budget request forms
Q. Time off requests
R. Evaluation forms
S. Suggestion forms
Part 1 – Organizational structure
1. Philosophy
The purpose of the XYZ Sport Centre is to encourage a fun, family environment where
children and adults of all ages can participate in competitive programs and recreational activities.
2. Mission
The owners and staff of XYZ Sport Centre provide high-quality programs and related services
at an affordable price and in a convenient location.
3. Action plan
The 47,000 square foot facility will be home to a variety of sport and recreational activities.
The goals of the operators of XYZ Sport Centre are the following:
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To provide the region with a premier multi-sport court facility, and a first-class
fitness complex, that promote competitive and recreational sport involvement to
people of all ages.
To strive to consistently provide a clean, safe, productive environment for
people of all ages to compete, have fun, and stay in shape.
To offer programs that will teach everyone involved competitiveness,
sportsmanship, teamwork and accomplishment – values that spill over into all
aspects of life.
To provide programming to meet the needs of all members and users,
including informal recreation (open gym time), recreational leagues, instructional
opportunities (camps, clinics), and competitive programs.
To provide food service, trophy and pro shops, and customer service that will
be second to none, and hence provide easy and economical purchasing options to
all members, coaches, and visitors.
To offer excellent peripheral activities such as sport parties, a game
room/arcade, special events, and entertaining recreational opportunities.
4. Vision
To create a recreational facility that appeals to all facets of the population. The master plan
involves court sports, swimming, softball, baseball, and various outdoor field sports. Summer
camps and teaching clinics will be a building block and a cornerstone of our foundation. ‘Happy
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customers’ is our philosophy! Once we have sufficient happy customers, operating leagues, and a
healthy membership, it will be time to expand.
The long-term plan (5–10 years) for XYZ Sport Centre is to become the premier recreational
facility for the region, providing sport, fitness, and recreation to people of all ages.
5. Organizational history
John Doe (President) initiated the project. The private recreational sport organization they own
simply had outgrown the availability of adequate court space in the region in order to meet the
demand for player participation and enrollment. In the search for gym space, a sufficient facility
could not be secured. This prompted John Doe to begin researching the feasibility of building a
facility that would meet not only the need of their recreational programs, but also the needs of
others in the region. The result of this research was the planning, design and construction of the
state-of-the-art sports, recreation, and fitness complex called XYZ Sport Centre.
The 47,000 square foot facility, located at 5555 Main Street in Anywhere, XX has become a
popular destination in the surrounding communities. XYZ Sport Centre offers four premier
hardwood basketball/volleyball courts with multi-level seating for spectators, spacious locker
rooms, full-service concessions, a merchandise outlet, and free wireless Internet access. The
facility plans to primarily host basketball tournaments, and has created several in-house teams to
train and compete at the complex. Volleyball leagues, summer camps, and open gym times are
also offered. In addition, the XYZ Sport Centre complex has a 6000-square foot health and fitness
centre on two levels, featuring cardio and fitness training equipment areas, aerobics, yoga, and
spinning. Personal trainers and strength and conditioning programs will also be available. Daily,
monthly, and annual memberships are offered.
XYZ Sport Centre provides the region with a top-notch facility designed to offer members and
families a place to participate in recreational and competitive court sports and fitness activities.
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The facility also offers a complete and comprehensive summer camp program designed to fill the
void of summer programs in the region. People are very excited about the facility as it has made
significant local sport teams and recreational programs on all levels.
The facility, which opened in August of 20XX, is only the first step in the organizational
vision for the ownership. The first expansion plan, after determining that XYZ Sport Centre has
sufficient happy customers, operating leagues, and a healthy membership, includes opening a
competitive swimming facility combined with a family-oriented recreational indoor/outdoor
swimming facility. This swimming facility will cater to all levels of competitive swimming as
well as to the recreational swimmer who enjoys water games and wave pools. The second
expansion plan includes an indoor baseball/softball practice facility that would provide access to
batting cages and other instructional baseball/softball activities. In the long term, XYZ Sport
Centre plans to become the premier recreational facility for the region, providing sport, fitness,
and recreation to people of all ages.
6. Organizational chart
fx1
7. Job descriptions and responsibilities – management
Vice President for Facility Operations
Education/Experience
Bachelor's degree required in Sport Management, Facility Management, Recreation, Business,
or related field with a minimum of 5 years' experience in sports facility management and security.
Master's degree and certified facility manager (CFM) certification preferred. The ideal candidate
should also have strong program marketing experience, concessions and merchandising exposure,
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facility maintenance experience, and the ability to use personal computers and related facility
operations, and scheduling software.
Description
XYZ Sport Centre is seeking a full-time Vice President (VP) of Facility Operations. This
position is responsible for the physical plant of a new 47,000 sq. ft multipurpose sport facility in
Anywhere, XX. The Vice President will be responsible for ensuring that the facility is managed
in a manner that contributes to the achievement of the goals and objectives established through
annual operating plans. The VP of Facility Operations provides strong and effective day-to-day
leadership and management, fostering an environment that encourages full team contribution by
all employees to attain the overall organizational goals and objectives.
This is a professional and supervisory position that is responsible for establishing preventative
maintenance of all major, minor, and capital equipment; tracking monthly usage of electricity and
steam; and planning, implementing, and coordinating the maintenance and repair of the building's
infrastructure and grounds. The work includes managing and implementing heating, ventilation,
and air-conditioning (HVAC), mechanical, and electrical system repairs; hiring and supervising
custodial and maintenance staff; managing contractual services with vendors, preparing accurate
written records; and communicating needs and results with supervisory and other staff. The
successful candidate also needs experience in the area of risk management, specifically as related
to working with regulatory agencies to ensure compliance with applicable city, state, and federal
safety standards and regulations, including OSHA and MIOSHA requirements. This included
working with state and town inspectors to procure and maintain permits and licenses such as
elevators, boilers, generators, etc.
The candidate for this position should be experienced in supervision skills including
interviewing and hiring, and scheduling and training of employees. In addition to overseeing
general hourly and part-time staff, the Vice President will supervise three full-time staff
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members: the Director of Sport Programs and Events Management, the Director of Concessions
and merchandising Services, and the Coordinator of Camp Programs. Therefore, this position also
requires strong knowledge and background in developing and delivering sport events (especially
basketball and volleyball) for individuals of all ages, as well as concessions and merchandising
operations. In addition, the job requires meeting with suppliers, inventory ordering, and
monitoring deliveries.
The successful candidate is a ‘roll up your sleeves’ type of individual, focused on delivering
the best ‘products and services’ to the respective customer groups and community. They have a
passion for developing people and long-term relationships, as well as building community
partnerships and the image of the facility.
This position reports to the President of XYZ Sport Centre.
Vice President of Sales, Marketing and Business Development
Education/Experience
Bachelor's degree in Sport Management, Marketing, Business, or related field with a
minimum of 3 years' experience in sport marketing management including marketing plan
implementation, sponsorship and/or membership sales, and media/public/community relations.
This position also requires knowledge and background in marketing sport facilities, leagues, and
events (especially basketball and volleyball) for individuals of all ages. Master's degree preferred.
Description
XYZ Sport Centre is seeking a full-time Vice President of Sales, Marketing and Business
Development. This position is responsible for the overall marketing efforts involved with a new
47,000 sq. ft multipurpose sport facility in Anywhere, XX. The Vice President will be responsible
for ensuring that the facility is marketed in a manner that contributes to the achievement of the
goals and objectives established through annual marketing plans. In general, the Vice President of
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Sales, Marketing and Business Development will oversee the complete marketing efforts for the
entire facility from branding to activation of the marketing plan. In addition, the Vice President
will provide strong and effective day-to-day leadership and management, fostering an
environment that encourages full team contribution by all employees to attain the overall
organizational goals and objectives.
Major duties for this position will involve directing overall advertising, promotions,
marketing, sales, and public relations policies for the facility. Major responsibilities of the Vice
President of Sales, Marketing and Business Development will include but not be limited to the
following:
Develop the facility's detailed marketing strategy through determining the
demand for products and services offered by the facility and its competitors,
identifying potential markets, developing pricing strategy with an eye towards
maximizing the facility's share of the market and its profits, ensuring that the
facility's customers are satisfied, and overseeing product development.
Manage advertising and promotion staff, service accounts, assess the need for
advertising, and develop the subject matter and presentation of advertising
(creative services).
Head the efforts related to forging key partnerships for the facility. This
includes working with the ownership to structure and negotiate strategic
relationships and corporate sponsorships, as well as to ensure that these
relationships are in congruence with the strategic vision of the facility.
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Organize all communication media efforts for the dissemination of advertising,
including radio, television, newspapers, magazines, Internet, or outdoor signs.
Direct promotion programs that combine advertising with purchase incentives
to increase sales and attract potential users. This will include direct mailings,
telemarketing, television or radio advertising, catalogs, exhibits, inserts in
newspapers, Internet advertisements or Web sites, in-facility displays or product
endorsements, and special events.
Collaborate with staff, ownership, and consumers to monitor social, economic,
and political trends that might ultimately affect the facility, and make
recommendations to enhance the firm's image and the need for new products and
services.
The successful candidate for this position must possess superior organizational and
communication skills. The candidate must be very detail oriented, proactive, and entrepreneurial,
while being a ‘people person’ who is focused on marketing the ‘products and services’ of the
facility to the respective customer groups and community. In addition, they should have a passion
for developing long-term personal and business relationships, community partnerships, and the
image of the facility. They must also have the ability to use personal computers and related
software necessary for success in marketing.
This position reports to the President of XYZ Sport Centre.
Director of Sports Programs and Events
Education/Experience
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Bachelor's degree in Sport Management, Recreation, Business, Event Management, or related
field with a minimum of 2 years' experience in sport program administration and special event
management. Preference will be given to those with experience running tournaments and leagues.
Description
XYZ Sport Centre is seeking a full-time Director of Sports Programs and Events. This
position is responsible for the sport and event programming involved with a new 47,000 sq. ft
multipurpose sport facility in Anywhere, XX. The Director will be responsible for organizing and
coordinating team sport practices, games, and tournaments, and ensuring facilities and staffing for
events and tournaments. In addition, the director will supervise support staff including officials,
timekeepers, scorekeepers, and security.
The major duties and responsibilities for this position include the following:
Organize sport programs in coordination with sanctioning bodies.
Coordinate team sport practices, games, and tournaments. This includes
scheduling of events and facilities, travel arrangements, compiling results and
statistics, and meeting with and informing team coaches and participants of all
facility and sanctioning body rules and regulations.
Supervise coaching personnel and event staff, including work allocation,
training, and problem resolution, evaluating performance, making
recommendations for personnel actions, and motivating employees to achieve
peak productivity and performance.
Interview, select, hire, train, and schedule officials, timekeepers, statisticians,
security, and event staff to participate in games, tournaments, and other events.
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Oversee the maintenance, preparation, and breakdown of facilities and related
equipment for all games, tournaments, and events.
Participate in the development, implementation and maintenance of policies,
objectives, and short- and long-range planning for the sports program and potential
events.
Develop annual operating budgets and provide fiscal direction for sports
programs and events.
In coordination with the Director of Facility Operations, oversee all aspects of
the daily operations of sports programs and events taking place in the facility,
ensuring compliance with the federal, state, and facility laws, policies, and
regulations.
The successful candidate for this position must possess excellent organizational and time
management skills, including the ability to plan, organize, and facilitate a range of sport and
special events. Knowledge of human resources concepts, practices, policies, and procedures, as
well as the ability to communicate effectively, both orally and in writing, is a must. The candidate
should also be able to utilize sport information and electronic technology including computers,
scoreboards, public address systems, and specialized software programs. In addition, they should
possess knowledge of budgeting, cost estimating, and fiscal management principles and
procedures.
This position reports to the Director of Facility Operations.
Director of Concessions and Merchandising Services
Education/Experience
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High School Diploma and 3 years' related experience; or equivalent combination of education
and experience. Bachelor's degree in Hospitality Management, Food Service Management, or
related field preferred. Preference will be given to those with experience in food services in a
recreational setting.
Description
XYZ Sport Centre is seeking a full-time Director of Concessions and Merchandising Services.
This position is responsible for the management of the overall concessions and merchandising
function involved with a new 47,000 sq. ft multipurpose sport facility in Anywhere, XX,
including concession management, vending, and parties.
Major duties for this position will involve the following:
Management of the concessions and merchandising operations at the facility.
Develop policies and procedures for the entire concessions and merchandising
operation in compliance with all local, state, and federal laws and regulations.
Recruit, hire, and train all concessions and merchandising staff in procedures
and ensure compliance with the same.
Maintain budgeted revenues, cost of sales (COS), labor, supplies, and
operating cash flow (OCF).
Review monthly profit and loss statement and act on all variances.
Ensure compliance to all standards while delivering a quality product and
pleasant, efficient customer service in a safe work environment, including
addressing and resolving customer complaints.
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Plan and execute efficient concessions and merchandising customer service to
recreational, league, and tournament customers, as well as to parties and other
special events.
Operate and maintain all concessions and merchandising equipment including,
but not limited to, point-of-sale system, grills and fryers, store fixtures, and
engravers.
Ensure compliance with local DOH regulations by conducting daily
inspections of concessions areas, including equipment, and by training staff in
sanitation standards.
Maintain appropriate inventory of food, beverages, and operating supplies and
ensure the security of the same.
Order and receive supplies and verify the quality and accuracy of all deliveries
and invoices to ensure correct costing and billing by vendors.
The successful candidate for this position must be a ‘people-oriented’ person who can deliver
excellent face-to-face customer service. The candidate for this position should be experienced in
supervision skills including interviewing and hiring, and scheduling and training of general
hourly and part-time staff. Organization is crucial for this position, especially in the areas of
planning, organizing, coordinating, and maintaining a comprehensive concessions and
merchandising service. The successful candidate should also have the ability to address the
changing market and adjust product and service offerings to meet the demand. In addition, they
must also have the ability to use personal computers and related software necessary for success in
the concessions and merchandising industry.
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This position reports to the Vice President of Facility Operations.
Coordinator of Information Security and Technology
Education/Experience
Bachelor's degree in Information Technology or related field supplemented with 2 years of
experience providing technical support to an information systems network. Interest in, knowledge
of, and ability to work with technologies specialized to a sport facility are strongly desired.
Description
XYZ Sport Centre is seeking a full-time Coordinator of Information Security and Technology.
This position is responsible for providing general information security, technology and
communications administrative support for office computers hardware and software, wireless hot
spot, e-mail and Website administration, server maintenance, and communication networks. In
addition, the Coordinator will be responsible for maintenance of facility and sport-related
technology including scoreboards, electronic timing systems, elevators, and security (card access,
closed-circuit television, alarm systems).
The responsibilities for this position include the following:
Contact vendors and manufacturers, as needed, to communicate and resolve
network, hardware, software, and telecommunications problems.
Work with consultants to upgrade and maintain servers, hardware, software,
telecommunication connections, e-mail, and security systems.
Support and maintain user account information including rights, security, and
systems groups information.
Order and install hardware and software to meet user needs.
Change, transport, and maintain data backup media. Review varied network
logs and transactions; document and report log and diagnostic data.
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Perform assigned database management duties, ensure the integrity and
security of databases. Update virus signatures.
Oversee all technical aspects of the Authority's Website.
Liaise with, and provide training and support to, end users and staff on
computer operation and other issues.
Develop and maintain an inventory of all computers, fax machines, monitors,
printers, scanners, telephones, handheld computer devices, and other peripheral
equipment.
Be on the cutting edge with future technologies to keep the facility up with the
most current technology.
The ideal candidate will be a highly self-motivated and directed individual who maintains the
highest attention to detail, and works toward achieving the collective goals of all aspects of the
facility. The candidate should be able to read, analyze, and interpret technical procedures and
government regulations, and to write clear and concise reports and memorandums to accurately
compile and interpret raw data. In addition, they should be able to communicate effectively, both
orally and in writing, to various levels of the public and business community.
This position reports to the President of the XYZ Sport Centre.
Coordinator of Camp Programs and Clinics
Education/Experience
Bachelor's degree in Physical Education, Recreation, Sport Management or related field, with
a minimum of 2 years of supervisory and camp administrative experience. Current American Red
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Cross (or equivalent) certifications in First Aid and Safety (Standard First Aid and Adult &
Infant/Child CPR) or Sport Safety Training required.
Description
XYZ Sport Centre is seeking a full-time Coordinator of Camp Programs and Clinics. This
position is responsible for the management of the camps and clinics in various sports, with a
targeted focus on basketball and volleyball. These camps and clinics will vary in size from
summer camp programming to week-long camps during school breaks to one-day clinics and
educational programs.
Major responsibilities for this position include the following:
Develop a calendar of events for camp programs and clinics.
Coordinate all advertising, promotions, budgeting, administrative, and
registration processes involved with the operation of camp programs and clinics.
Oversee all on-location aspects of camp and clinic programming, including
staffing, instructional methods, safety, logistics, public relations, and equipment.
Plan, coordinate, and lead the training programs for all camp and clinic
instructors. This includes developing, editing, producing, and distributing a camp
and clinic staff training manual.
Develop, design, produce, and implement safety and emergency plans for
camp programs and clinics.
Supervise, monitor, and evaluate teaching and supervision techniques of camp
and clinic instructors.
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Schedule appropriate medical staff to be on site at all camp programs and
clinics.
Contact and secure local speakers to present at staff trainings and during
camps and clinics.
Organize and inventory administrative materials including computer-generated
lists, change forms, roster sheets, clerical supplies, and signage.
Maintain complete and accurate records of attendance, release options, and the
release of campers, incident reports, accident reports, activity changes, and
equipment inventory.
Create logistical plans for activity locations, group meeting locations, first day
check-in, regular check-in and check-out, lunch supervision, extended care, etc.
Maintain a database with all pertinent information (names, addresses, contact
information, emergency information, medical information, etc.).
Develop, implement, and oversee system for equipment, giveaway, and T-shirt
inventory, distribution, and storage.
Create a system to ensure that equipment is inventoried and secured for camp
and clinics, as well as returned to storage at the conclusion of camps and clinics on
a daily basis.
Research and purchase equipment as needed within budget constraints.
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Act as a liaison between parents and staff.
Support camp and clinic staff, including being involved with disciplinary
procedures regarding participants. Call and meet with parents/guardians as needed.
Maintain current certifications in First Aid and Safety (Standard First Aid and
Adult and Infant/Child CPR).
Clear background checks, including fingerprinting as required.
Be available to work extended hours, evenings, and, possibly, some weekends
prior to each camp and/or clinic session.
This position reports to the Director of Sports Programs and Events.
8. Contact information for key staff
President
John Doe
Home Phone:
Cell Phone:
E-Mail:
Vice President for Facility Operations
NAME
Home Phone:
Cell Phone:
E-Mail:
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Vice President of Sales, Marketing and Business Development
NAME:
Home Phone:
Cell Phone:
E-Mail:
Vice President of Finance and Human Resources
NAME:
Home Phone:
Cell Phone:
E-Mail:
Director of Sports Programs and Events
NAME:
Home Phone:
Cell Phone:
E-Mail:
Director of Concessions and Merchandising Services
NAME:
Home Phone:
Cell Phone:
E-Mail:
Coordinator of Information Security and Technology
NAME:
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Home Phone:
Cell Phone:
E-Mail:
Coordinator of Camp Programs and Clinics
NAME:
Home Phone:
Cell Phone:
E-Mail:
Office Manager
NAME:
Home Phone:
Cell Phone:
E-Mail:
Legal Council
NAME:
Home Phone:
Cell Phone:
E-Mail:
9. Calendar of Regular Events (sample)
AAU Boys Basketball:
Late February–mid-September
AAU Girls Basketball:
Late February–mid-September
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AAU Tournaments:
Mid-March–mid-September
1
NERVA Boys Volleyball:
Late November–mid-July
NERVA Girls Volleyball:
Late November–mid-July
NERVA Tournaments:
Mid-December–mid-July
1
Men's Adult Basketball:
Year-Round
Women's Adult Basketball:
Year-Round
Men's Adult Volleyball:
Year-Round
Women's Adult Volleyball:
Year-Round
Co-Rec Adult Volleyball:
Year-Round
1
Open Recreation:
Year-Round
Summer Camps:
Late June–late August
School Break Camps:
December, February, April
Clinics:
Year-Round
Part 2 – Total Quality Management (TQM)
10. Customer service
Total quality management (TQM) involves all individuals and all programs associated with
XYZ Sport Centre. Our main goal is customer service, which centres on meeting customer
requirements. By definition, customer service is the behavior exhibited by a business during its
interaction with its customers. We currently live in a service economy – meaning that regardless
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of how well the facility looks, how comprehensive the programs, or how much quality equipment
we have, our facility will succeed or fail solely based on the quality of the service that goes with
them.
As an employee of XYZ Sport Centre, you will put the customer first. ‘Happy customers’ is
our business, and we will put those people first. We will strive to satisfy the needs of the
customer. This can only be accomplished by all members of the organization being involved with
developing appropriate strategies, implementing processes in an efficient manner, being
motivated to serve the customers, and undertaking research to find out exactly what the customer
wants.
11. Empowerment of employees
While XYZ Sport Centre offers programming and services, as a business we are ultimately
selling our image. Ultimately, the employees must do their job in line with the guidelines of this
operations manual and other duties as assigned by supervisors and ownership. However, to most
effectively sell the image of XYZ Sport Centre is by empowering our employees.
Empowerment is to give authority and power to the employee. The management of XYZ Sport
Centre seeks to enable employees to have an active role in the administration of the complex.
While this operations manual is a framework, we believe that each employee brings to the table a
unique set of qualities that will allow XYZ Sport Centre to be the premier sport and recreation
complex in the region! Management will provide training, resources, and a safe work
environment for employees. Employees will work together with management to control
processes, identify problems, and be a part of the solution. Together we will improve
performance with the ultimate goal of effectively and efficiently serving our customers.
12. Human Resource Management
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Human Resource Management is guided by the XYZ Sport Centre Human Resources Manual,
and is managed by the Vice President for Finance and Human Resources. Please refer to that
document for more information.
13. Media and public relations
The concept of media and public relations is the means by which an organization seeks to
control public opinion regarding its products and services. There will be times when information
will need to be released to the customers, the media, and the general public regarding situations,
problem, opportunities, and event results at XYZ Sport Centre. The release of this information
needs to be controlled. Therefore, unless specifically authorized by the Director of Sales,
Marketing and Business Development, or the President, no information regarding the operations,
policies, procedures, and actions associated with the XYZ Sport Centre are to be made public –
either to customers, the press, or the general public. Any person not abiding by this policy will
face disciplinary action, up to and including termination. Should a question arise, it should be
directed to one of the individuals listed above, or respectfully decline comment.
Event results are to be disseminated based on the policy set forth by the Director of Sales,
Marketing and Business Development.
Part 3 – General facility operating procedure
XYZ Sport Centre is committed to the provision and maintenance of appropriate physical
facilities which contribute to a comfortable and conducive recreational and work environment.
The following procedures contribute to the fulfillment of this policy.
14. Hours of Operation
XYZ Sport Centre is generally available during the following operating hours:
Monday–Thursday
6:00 am–11:00 pm
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Friday
6:00 am–10:00 pm
Saturday
8:00 am–10:00 pm
Sunday
9:00 am–11:00 pm
Listings and posting of hours of operation, as well as rules and guidelines for facility usage are
available for distribution at the front desk and main office.
15. Users
Individuals who are eligible to use the XYZ Sport Centre facilities are represented in one of
the following user categories:
Individual Members: An individual member is a person who has previously paid for a monthly
or yearly membership.
Family Members: A family member is an approved person who has been documented as part
of a pre-paid family membership.
Daily Users: A daily user is an individual who pays the daily entrance fee for use of the
facility. This membership is only good for the day of purchase.
Guest Users: A guest user is an individual who comes to use the facility as a guest of an
individual or family member. The guest must pay the guest user fee, and this membership is only
good for the day of purchase.
Participants: A participant is an individual whose use of the facility is directly tied to an
activity scheduled. Typical participants include visiting teams and officials. These individuals do
not pay a fee to enter the facility.
Spectators: A spectator is an individual who enters the facility to watch an activity. Depending
on the activity, an entry fee may be charged for admission.
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Licensees: A licensee is an individual or group who is utilizing the facility as a result of
consent or invitation made by the management or ownership of XYZ Sport Centre for the purpose
of specific programming. Licensees may include independent contractors offering contracted
services at the facility, outside groups renting the facility, or donating facilities for use by nonprofit or community service organizations.
Employees, management, and ownership: As a result of their position with the organization,
employees, management, and ownership have full use of the XYZ Sport Centre facilities.
16. Fees and rates
Individual Memberships: $500 per year. Fee must be pre-paid prior to use of the facility.
Family Memberships: $950 per year for a family of three; $225 for each additional family
member. Fee must be pre-paid prior to use of the facility.
Monthly Memberships: $50. Fee must be pre-paid prior to use of the facility.
Daily Memberships: $10. Membership is only good for the day of purchase.
Guest Pass: $8. Guest must be accompanied by a member, and the guest pass is only good for
the day of purchase.
Spectators for Special Events and Tournaments: $5 for guests; $2 for spectators who are
members of XYZ Sport Centre; $2 for students; and $1 for students who are members of XYZ
Sport Centre.
Facility Rental Rates: Rentals are negotiated on a per event basis. Contact the Vice President
of Sales, Marketing and Business Development for more information. In addition, the appropriate
reservation procedures must be followed.
17. Reservation procedures
Any individual or group wishing to use space in XYZ Sport Centre must complete a facility
reservation request form which can be picked up at the front desk and main office. The form must
be submitted at least 14 days prior to the scheduled event to the Vice President of Facility
Operations for approval. In most cases, reservations will be considered up to 1 year in advance.
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Any fees and liability insurance requirements must be submitted within 48 hours of
reservation approval, or the reservation will be canceled.
18. Space allocation
Prioritization in the facility will be managed by the Vice President of Facility Operations. Any
properly scheduled event or activity will have priority in the reserved section of the facility.
Space is allocated on a first come, first served basis.
Should the facility not be reserved, the following prioritization schedule will be followed:
Open recreation
Team practices
Member programs
Outside rentals
19. Outsourcing of services
Depending on the financial and managerial advantage, certain tasks and operations may be
fulfilled by an outside company. Decisions regarding outsourcing of services, as well as the
reporting structure for the outside company, will be at the sole discretion of the President of XYZ
Sport Centre.
20. Procurement
Procurement of inventory, equipment, and supplies is generally made within the specific
department. However, all purchase requests must be approved by the senior management in your
line (either the Vice President of Facility Operations or the Vice President of Sales, Marketing
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and Business Development). Ultimately, the paperwork must also be approved by the Vice
President of Finance and Human Resources.
21. Partnerships and sponsorships
For in-house team, tournaments, special events, and the facility itself, there may be
opportunities for partnerships and sponsorships. All partnership and sponsorship opportunities
will be directed through the Vice President of Sales, Marketing and Business Development, in
cooperation with the President.
Part 4 – Facility operations
22. Plant operations
The plant operations of XYZ Sport Centre consist of five systems:
Heating, ventilation, and air-conditioning (HVAC)
Mechanical and electrical transportation (elevators)
Major electrical systems
Emergency power
Plumbing
Any issues regarding these areas should be directed to the Vice President of Facility
Operations.
23. Maintenance, repair, and replacement
All infrastructural problems and damages to facilities and equipment are to be coordinated
through the Vice President of Facility Operations and documented on a maintenance form. In
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addition, the Vice President of Facility Operations should, on a regular basis, conduct an
evaluation of all infrastructure and equipment to determine the status of its condition, and
organize and coordinate appropriate remedies. Based on the severity of the problem or damage,
the remedy will take one of the following three ways:
Maintenance: This refers to the work necessary to maintain the facilities and equipment.
Maintenance includes periodic or occasional inspection, adjustment, lubrication, cleaning (nonjanitorial), painting, replacement of parts, minor repairs, and other actions to prolong service and
prevent unscheduled breakdown.
Repair: This refers to restoring damaged or worn-out facilities and equipment, or to a normal
operating condition. Repairs are curative, whereas maintenance is preventive. Repair can be
classified as minor or major. Minor repairs are those associated with maintenance activities that
do not exceed 1 to 2 workdays per task. Major repairs are those that exceed 2 workdays per task,
or are beyond the capability of existing maintenance personnel.
Replacement: This refers to facility and equipment components or systems needing to be
replaced. It is the exchange or substitution of one fixed asset for another having the capacity to
perform the same function. Replacement arises from an asset becoming obsolete, having
excessive wear and tear, or being damaged beyond repair.
24. Alterations management
The XYZ Sport Centre complex has been designed with space and comfort in mind. However,
the management realizes that certain alterations to office space may be desired by employees. All
requests must be submitted in writing to the Vice President of Facility Operations. The proposal
will be reviewed and a recommendation will be forwarded to the President, who will make the
final approval or rejection of the alterations.
25. Inventory management
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An accurate inventory of facility property has three purposes. First, the Vice President of
Facility Operations and his/her subordinates need to have an accurate count of the inventory they
manage. Second, in working with the Vice President of Human Resources and Finance, it is
necessary to know what furnishings and equipment of what age are on the books so that they can
be depreciated properly for tax purposes. Third, the Office Manager needs to maintain the
appropriate stock of office supplies for the complex.
26. Energy management
Energy management is not a separate function but rather an activity that spans all aspects of
the complex. The Vice President of Facility Operations will work in coordination with the
President of XYZ Sport Centre to practice traditional energy management measures such as
thermostat regulation and investing in energy-efficient capital equipment. However, electrical
consumption control is the responsibility of all employees. Lighting in offices should be turned
off when not in use. Lighting in courts, spectator areas, and other activity areas should be dimmed
or turned off when not in use.
27. Waste management
It is the responsibility of each employee to keep his/her areas neat and clean. While there will
be general custodial services for the facility, each employee should remove large quantities of
trash (boxes, packaging, office paper, food from meetings, and the like) and place it in the
dumpster located at the rear of the complex.
28. Recycling
XYZ Sport Centre actively participates in and encourages recycling. Recycling consists of
segregation and disposal of the following products:
Paper (newspaper, white paper, all other)
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Aluminum cans
Glass bottles and jars (clear, green, brown)
Scrap metal
Styrofoam
Cardboard
Segregated recycling bins are located at the rear of the complex next to the dumpster.
Part 5 – Area operations
29. General rules and regulations
Standards of conduct
Members and guests of XYZ Sport Centre deserve the best possible examples of conduct,
decorum, and good citizenship. The behavior of employees sets the example for all to follow. It is
expected that all employees will conduct themselves at all times in a manner that reflects well on
XYZ Sport Centre.
The care, safety, and welfare of all is paramount, but especially our youth members. If an
employee has any knowledge of or becomes aware of any circumstances which may endanger the
health, safety, or well-being of XYZ Sport Centre members or guests, the matter must be brought
to the attention of his/her supervisor, the Vice President of Facility Operations, or the President
immediately.
As many of our users are youth, XYZ Sport Centre is mindful of the potential for abuse and
will respond aggressively to allegations of misconduct. With that being said, XYZ Sport Centre
employees should not have contact with these members outside of regular XYZ Sport Centre
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sanctioned activities. This includes babysitting, unauthorized e-mail correspondence, and inviting
children to your home. Any exceptions require a written explanation before the fact and are
subject to the approval of the President of XYZ Sport Centre.
In order to protect XYZ Sport Centre, the employees, volunteers, and our members, no
individual shall be authorized to work with our organization until a criminal background check is
completed.
Any type of abuse will not be tolerated and is cause for immediate dismissal. Abuse includes
the following:
Physical abuse – striking a child, spanking, shaking, slapping, etc.
Verbal abuse – humiliating, degrading, or threatening a member.
Sexual abuse – inappropriate touch or verbal exchange.
Mental abuse – shaming, withholding approval, cruelty.
Neglect – withholding food, water, bathroom, basic care.
General Guidelines
Introduce yourself to the members you are serving and identify your role as
staff.
Treat members with respect and dignity. This is especially important when
they are not treating you with respect.
Be dependable, be on time, and keep promises.
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Use positive guidance techniques including redirection, encouragement, and
positive reinforcement. Set appropriate expectations and create program
environments that minimize the need for discipline.
Report any member's or guest's health issues, accidents, or other concerns
which you feel need further attention to your immediate supervisor.
Respect each member's and guest's right to not be touched in ways that make
them feel uncomfortable. Respect their right to say no.
Profanity, inappropriate jokes, sharing intimate details of one's personal life,
and any kind of harassment in the presence of our members or guests is
unacceptable.
Information regarding organization members, guests, paid staff and volunteers,
both verbal and written, is often privileged and confidential. Personal information
is not to be released without written consent of the individual involved.
Employees shall never leave a child or program area unsupervised.
Employees may not transport members or guests in their personal vehicles.
Any exceptions require approval of the President before the fact.
Employees may not date program participants under the age of 18 or staff who
report directly to them.
Remember that as an employee of XYZ Sport Centre, you are a role model.
Therefore, employees may be terminated for creating or contributing to a
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disturbance, insubordination, lying, cheating, stealing, gambling, or illegal conduct
of any kind in XYZ Sport Centre facilities, or in the community.
Appearance
XYZ Sport Centre expects all of its employees to represent the organization in a professional
manner. Employees must be neat, clean and dressed in professional business casual attire that is
consistent with their job responsibilities in the building. Employees should wear appropriate
business attire when they represent XYZ Sport Centre in the community.
All staff must adhere to the following:
No clothing that advertises alcohol, drugs, cigarettes, or otherwise promotes a
negative message to the members and guests whom we serve is appropriate.
All employees are expected to wear staff shirts at all times that they are on
duty.
Employees must be visibly attentive and courteous at all times.
30. Customer service desk and main office
The customer service desk and main office are the first impressions that members and guests
have of XYZ Sport Centre. The employees working in these two areas have an important
responsibility to project a positive image for our organization, to log every person who enters the
building, screen potential problems, and set the tone for each person's visit to XYZ Sport Centre.
Only authorized employees and senior staff should be assigned to cover the desk area.
For staff working at the customer service desk, the following are expected:
Every member who comes in the door visibly shows or swipes his/her
membership card. If they have lost their cards, they either pay for a replacement
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card or are referred to either the Vice President of Facility Operations or his/her
designee.
All non-members and guests must sign in and pay the appropriate fee (if
applicable). This includes guests, volunteers, visiting teams, parents/guardians,
rental participants, and other visitors.
Individuals restricted from entry do not enter the facility without the expressed
permission of the Vice President of Facility Operations or the President. If neither
person is available, restricted persons are instructed that they will be contacted to
arrange a meeting at their earliest convenience.
A cash report must be filled out neatly and correctly at the end of every shift.
The front desk area (desk, office, and lobby) is kept clean at all times. There is
no trash visible anywhere. Countertop is cleaned as needed.
Clothes, books bags, etc. that belong to members are not stored behind the
desk. They must use the locker room.
The only people behind the desk are paid and authorized employees. Members
and guests are not allowed behind the desk.
Customer service desk employees are readily accessible and willing to help
members and guests. Friends, family, members, or guests are not hanging out at
the desk.
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The front desk is neat and organized! Copies of forms are made and replaced
before the last form is used.
Customer service desk employees assist the professional staff by making
phone calls, completing mailings, or doing other tasks during downtime as
requested.
Employees are familiar with the information binder. Accurate information is
communicated regarding: program times, days, length of programs, etc.
Membership forms and cards are completed accurately and in a timely manner.
Members and guests do not use the front desk phone for any reason. Members
and guests should not be receiving phone calls at the facility unless there is an
emergency. Senior staff should use their own phone in their own office.
31. Basketball/Volleyball courts
Any surface inside the XYZ Sport Centre complex is available for reservation by the
membership or guests. All reservations are facilitated by the Vice President of Facility
Operations.
The netting systems that surround the majority of the basketball/volleyball floor surfaces are
intended to separate areas and keep equipment from traveling onto other surfaces. The netting
system should always remain in place and never be attached up and out of the way unless
approved by the Vice President of Facility Operations. Balls should not be thrown into the net at
any point. Hanging from the netting system is prohibited. Weighted nets can compromise the
outer fabric layer.
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The two basketball/volleyball surfaces are to be used primarily for either basketball or
volleyball. Only authorized XYZ Sport Centre employees should install/take down the volleyball
nets.
The surface rules are as follows:
No metal-surfaced items may be placed on the floor.
Personal belongings should be placed in lockers, not on the floor or on the
backs of the basketball hoop uprights.
Only non-marking sneakers should be worn on the floor.
No dunking or hanging on the rims is allowed.
32. Health and fitness centre
The XYZ Sport Centre complex includes a 6000-square foot health and fitness centre on two
levels, featuring cardio and fitness training equipment areas, free weights, aerobics, yoga, and
spinning. Personal trainers and strength and conditioning programs will also be available.
The main responsibilities of an employee in the health and fitness centre are the following:
Monitor people entering and exiting the facility, including making sure that all
are authorized to use the facility
Ensure that appropriate flow of use for all equipment is maintained
Oversee the use of the multipurpose activity area to make sure the
appropriately scheduled programs are running
Keep the facility clean, including wiping down machines and examining them
to make sure all is in working order
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In order to use the health and fitness centre, members must always present their XYZ Sport
Centre membership ID. On file must also be an Orientation Form that states they have completed
the orientation program for the health and fitness centre, and an Assumption of Risk Release
Form. If a member has not gone through orientation, he/she needs to schedule a time to go
through orientation. In most cases, it can be completed immediately. If not possible at the time,
the member must schedule an appointment for orientation. Any person refusing to sign the
Assumption of Risk Release Form, or declining to go through the orientation program, will not be
allowed to use the health and fitness centre.
The health and fitness centre can only safely accommodate _____ people in the Fitness
Centre, and _____ people in the Free Weight Room. At certain times of the day, employees may
need to control usage of equipment to ensure that all members have an opportunity to complete
their workout. In general, there is a 20-minute limit on cardiovascular training equipment. This is
only to be enforced if there are people waiting to use the equipment.
All members must have a terry cloth towel, at least 12" × 24" in size (hand towel or larger).
Members may not use the equipment without a towel. Using washcloth, t-shirts, paper towels, or
sharing someone else's towel is not acceptable. If a member does not have a towel, one can be
purchased either at the front desk or the retail centre. Members must use the towel to wipe down
machines after they use them. Perspiration will cause the vinyl coverings to crack and tear, and it
is also unpleasant for those that follow.
Proper athletic shoes and attire are required. Shirts must be worn at all times. Members may
not wear jeans, swimsuits, open-toed shoes, work boots, or any other inappropriate clothing to
work out in. Jackets, bags, and all other belongings must be placed in a locker in the locker room,
not on the floor in the health and fitness centre. Members should be aware that XYZ Sport Centre
is not responsible for lost or stolen items.
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No food, drink, gum, or tobacco is allowed in the health and fitness centre. Water is permitted
in the facility, as long as it is in a closed plastic container.
Everyone has a different taste in music; so we do not allow portable radios or tape/CD players.
Member may bring personal stereos with headphones. The general music in the health and fitness
complex will be set to a predetermined station and not changed.
Chalk is never allowed due to problems with cleanup. Members should use weightlifting
gloves as an alternative to chalk in the free weight area. For the selectorized/circuit training
machines, all pieces of equipment have rubber grips installed.
When using the free weight and selectorized/circuit training equipment, ensure that members
are allowing others to work in between sets by vacating the machines while they rest. All free
weight and selectorized/circuit training equipment should stay in their designated areas.
Should there be any misuse of the equipment in the health and fitness centre, violation of any
of the rules, or behavior deemed inappropriate, the employee should report this on an incident
report and forward to the supervisor. In addition, the member should be dismissed from the health
and fitness centre immediately, and told to set up a meeting with the health and fitness centre
manager to discuss the situation and readmission.
Finally, employees should not be using the equipment during their shift. This could result in a
severe risk management scenario. Hence, if an employee is caught using the equipment during the
shift, his/her health and fitness centre privileges will be revoked, and possible termination may
result.
33. Retail and trophy centres
The retail centre and the trophy centre are both an opportunity to expand the offerings of the
facility through providing basketball, volleyball, and related sport accessories for sale in a
convenient location with high-quality customer service. The retail centre and trophy centre will
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fall under the management of the Director of Concessions and Merchandising Services. The
major goals of both areas are to create a market demand for the products and services offered, and
increase the profitability and financial health of the entire organization (XYZ Sport Centre)
through sound retail business practices.
While an individual operations manual will be designed for both areas by the Director of
Concessions and Merchandising Services, the major duties of the management of the retail and
trophy centres include the following:
Inventory control including turnover, inventory management, shrinkage, and
point-of-sales systems;
Merchandising including effective displays and diverse product offerings;
Marketing and promotion of the facilities in coordination with the Vice
President of Sales, Marketing and Business Development;
Determining appropriate pricing points;
Product management including variation of sizes, inventory on hand, variation
of hard and soft goods, management of exclusive brands to XYZ Sport Centre, and
offering a variety of accessories;
In coordination with the Coordinator of Information Technology and Security
an effective Website for each centre;
In coordination with the Vice President of Finance and Human Resources, hire
and fire staff, as well as train the staff in the procedures of running the operation
and offering high-quality customer service;
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Work with the President to secure the appropriate licenses and municipal
approvals to operate a retail operation;
Complete all associated accounting, billing, payments, bookkeeping, and
payroll for the retail and trophy operations. Meet regularly with the Vice President
of Finance and Human Resources to verify those numbers;
Maintain all equipment including displays, kiosks, computer systems, and
engravers; and
Work to expand the business by establishing new business contacts and
accounts.
34. Food and beverage services
The foundation of managing a food and beverage services operation is centred on the
development of a food safety plan. The purpose of this plan is to identify and prevent possible
food safety problems in order to enhance food safety. The problems may relate to the purchase,
receiving, storage, preparation, cooking, packaging, transport, or display of food. While the
Director of Concessions and Merchandising will develop additional plans via their Food Service
Plan, the following activities are expected to ensure food safety and management of the
concession areas:
Cleaning and sanitation
Food preparation areas, facilities, equipment, and all food contact surfaces should always be
kept clean because food residues and dirt may contaminate food, resulting in food poisoning. A
cleaning program should be developed to ensure that cleaning and sanitizing be carried out in a
systematic, regular, and effective manner.
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The steps for cleaning and sanitizing of utensils are as follows:
Remove debris by wiping and/or scraping
Rinse with water
Clean with detergents
Rinse with water
Sanitize with hot water or chemical sanitizers
Air dry
Personal hygiene
Good personal hygiene is essential to ensure food safety. Food poisoning bacteria may be
present on the skin and in the nose of healthy people. All food handlers must therefore maintain a
high standard of personal hygiene and cleanliness in order to avoid transferring food poisoning
microorganisms to food. The following points need to be considered by all food handlers:
Hand washing
Hands must be washed:
Before working
Before preparing food
After going to toilets
After handling raw foods
After licking fingers, coughing, sneezing, eating, drinking, or smoking
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After touching ears, nose, hair, mouth, or other bare body parts
After touching pimples or sores
After handling waste
After carrying out cleaning duties
After changing soiled clothes
After handling animals
After any other unhygienic practices
How to wash your hands:
Wet hands with warm running water
Apply soap
Rub hands for 20 s
Rinse hands thoroughly
Dry hands with a paper towel
Turn off the tap with the paper towel
Hand Care:
Keep fingernails short and clean
Cover all wounds or cuts on hands or arms completely with bright-colored
waterproof band-aids
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Wear disposable gloves if there are wounds on hands. Change both gloves and
wound strip regularly
Clothing and Appearance:
Uniforms, aprons, and clothes should be clean at the beginning of a work shift
Wear a hair restraint (hat or hairnet)
Avoid wearing jewelry while handling and preparing food
Avoid using strong perfumes/after-shaves
Personal hygiene while handling food
Avoid touching nose, mouth, hair, and skin during food preparation
Do not smoke in food premises
Do not cough or sneeze directly onto food. Wash hands after coughing or
sneezing
Wash hands after blowing nose
Use disposable tissues to wipe hands
Infection
Food handlers should be free from any illnesses such as gastroenteritis or flu
Cease working and report to the manager when feeling ill
Pest control
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Pests may contaminate food and cause food-borne illnesses. A pest-control program should be
developed to eliminate pests and prevent pests from infesting the food premises. If there is
evidence of a pest problem, please inform the Director of Concessions and Merchandise Service.
To prevent pests, follow these simple guidelines:
Store food and supplies properly
Remove cartons, newspapers, etc. that may attract and harbor pests
Store and remove garbage properly and regularly. Keep refuse bins covered
Keep garbage in sealed plastic bags and inside tightly covered refuse bins
Clean up spillages of food immediately
Keep toilets clean and hygienic
Waste disposal
Waste can be regarded as any item of foods, ingredients, packaging materials, etc. which is not
suitable for further use and intended to be disposed of. Waste should be controlled carefully since
it presents a risk of contamination of food.
Waste disposal bins should be placed near the working area of food
preparation rooms and positioned conveniently to operating staff.
Waste disposal bins should be clearly distinguishable from other storage bins.
A defined area should be allocated for the storage of waste pending disposal.
When food waste is removed from food preparation area pending disposal, it
must be placed in a tightly covered waste storage bin.
Plastic liners should be used in waste disposal and storage bins.
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Waste disposal and storage bins should be emptied when full or on a regular
basis.
Waste disposal bins should be cleaned and sanitized daily and placed upside
down and off the floor to drain overnight.
Food and beverage policies
For the purpose of reducing the risk of liability and maintaining quality, food safety, and
control, all food sold and provided in the facility must be coordinated with the Director of
Concessions and Merchandise Management. Food may be served in the facility that is prepared
by a commercial or domestic source, if donated for promotional activities of the affiliated group,
and the food is to be consumed by the group and its participants and not sold. The sponsoring
group of an event will prominently display a sign at the event stating that the product is donated
by the licensed food vendor. Donation of food to an affiliated group does not give the donating
food vendor permission or privilege to sell its product at XYZ Sport Centre.
A non-affiliated group that has contracted to rent part or all of XYZ Sport Centre must utilize
our food and beverage services unless other arrangements have been made and is part of the
written contract governing the use of the facilities. Food may be donated and served at XYZ
Sport Centre as part of a hospitality area for the convenience of its workers, officials, etc. Under
no circumstances may such donated food be sold or provided to the general public.
All off-campus food and beverage services must be approved in advance by the Director of
Concessions and Merchandising. Any food or beverage served on campus must meet all
applicable federal, state, and local codes pertaining to food preparation and food service to the
public.
Alcohol
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For service of alcoholic beverages on XYZ Sport Centre property, the following conditions
must be met:
The event must be monitored to prevent consumption of alcohol by persons
not of legal age.
Consumption and/or service of alcoholic beverages will be approved only with
a substantive event at which alcoholic beverages are not the primary focus of the
event.
Food and non-alcoholic beverages must be made available by the event
sponsor, and must be purchased from XYZ Sport Centre.
Consumption and possession of alcoholic beverages is permitted only within
designated and monitored areas for the event.
Access to the event must be controlled by the event sponsor.
Before any alcoholic beverage may be served at events in the XYZ Sport
Centre complex, prior administrative approval must be obtained from the Director
of Concessions and Merchandise and the President. If approval is not obtained
before the event, alcohol service will not be allowed. It is the responsibility of the
event sponsor to make sure that approval is obtained prior to the event.
XYZ Sport Centre is not licensed to provide alcoholic beverages. Therefore, sale or service of
alcoholic beverages at any event requires the use of the licensed alcohol vendor approved by the
President.
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Complaints by customers
Customer complaints should be handled carefully because they help reflect possible problems
that may be overlooked by the management during food production. Depending upon the results
of investigation, appropriate amendments to the food safety plan will be made. In documenting a
complaint, record details including the date, customer details, reasons for complaining, and action
taken
35. Spectators areas
The spectator areas include the bleachers on each of the four courts and the second floor
common area, which includes the wireless zone. Watching a sport event at XYZ Sport Centre is a
privilege, and hence staff will be responsible for controlling and removing unruly spectators. The
following policy is to be enforced by all employees:
XYZ Sport Centre strives to offer an enjoyable, family-oriented experience. Therefore, a Code
of Conduct exists for all members and guests. The Code includes the following:
Refrain from interfering with the progress of the game, going onto the court(s)
or throwing any object onto the court(s).
Refrain from foul, obscene, offensive, or abusive language or actions.
Refrain from fighting.
Refrain from unruly or inconsiderate behavior.
Refrain from indecent exposure or undressing.
Refrain from wearing obscene or indecent clothing
Refrain from conduct that endangers spectators or participants.
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Refrain from interfering with security screening, pat downs, and inspection of
all bags and any other items that fans intend to carry into the facility.
Enthusiasm is valued; however, we ask that all members and guests exercise good judgment
and observe the Code of Conduct. Please observe the rights of others by displaying proper
decorum. Violators may be ejected from the premises. Members are responsible for the conduct
of their guests. Violations will result in membership privileges being suspended or revoked
without reimbursement, depending on the severity of the situation and the discretion of XYZ
Sport Centre management.
36. Wireless zone
Located also on the second floor is the Wireless Zone, an Internet hot spot. The purpose is to
offer an additional convenience for the members and guests of XYZ Sport Centre. All members
and guests may utilize the service by securing a password from the front desk, and signing the
Internet Use Policy Form.
37. Locker rooms and bathrooms
Locker rooms and bathrooms are available for all members and guests. It is the responsibility
of the employee on duty to ensure that the locker rooms and bathroom are kept neat and clean, as
well as prevent loitering in those areas.
Lockers are available in the men's and women's locker rooms. They may be used on a daily
basis or rented on a six-month basis for $50.00. All members who wish to use lockers (daily or
rented) are required to purchase a lock from the front desk. Locks may not remain on lockers
overnight unless the locker is rented. Items left overnight in non-rented lockers will be removed.
XYZ Sport Centre is not responsible for any items left unattended inside the locker rooms.
38. Coaching rooms
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The purpose of the coaching rooms is as a place for pre-game, halftime, and post-game
meetings between teams and coaches. The rooms may also be utilized for special meetings and
‘chalk talks’. To gain access to a coaching room, an individual can secure a key from the front
desk by presenting a standard photo ID card to the employee on duty. The front desk will retain
the ID until:
The coaching room has been locked up and the key is returned; or
Another photo ID of a member on the list is presented in exchange.
39. Child care and activity area
The child care and activity area is a perk to members who wish to work out and not worry
about having to get a babysitter. The cost for using the service per child is $2 per half hour or
$3.50 per hour. The minimum age for this service is 3 years, and the child must be potty trained.
Children over the age of 12 are not eligible for child care.
40. Party room
The party room is specifically reserved for meetings, parties, and other approved special
events. The fee for renting the room is $—/hour. Special packages are available based on the
needs of the renter (food, beverages, party supplies, etc.). Anyone interested in using the party
room should contact the Director of Sports Programs and Events or the Vice President of Facility
Operations for more information.
Part 6 – Event Management
All staffing will be coordinated by the Director of Sports Programs and Events. The following
represents basic set-up procedures for various events in the facility. Check with the Director of
Sports Programs and Events for specific responsibilities and special duties.
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41. Event set-up – basketball games and tournaments
Place goals in proper position.
(a) Base of goal is 4'3" from the base line and bolted to the floor.
(b) Rims at proper height depending on age group and locked into position.
(c) All hydraulics closed.
Courtside
(a) Scorer's table set in proper order.
(b) Eighteen chairs for both team benches.
(c) Scoreboard controller and shot clock set-up and properly functioning.
(d) Position any signs to be placed centre court on tables or hung in the court area.
(e) Six chairs behind scorer's table.
(f) All tables, chairs, and signs to be cleaned.
Barricade
(a) Make sure all curtains are in down and locked position to separate courts
Cleaning
(a) Clean all backboards and frames on hydra-ribs to include shot clocks.
(b) Clean entire area under bleachers, removing improperly stored material.
(c) Ensure that all tables and chairs are wiped down.
(d) Dust mop the ball floor before leaving.
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Seating
(a) Check bleachers to ensure that they are completely pulled out and locked.
(b) Ensure that all railings are properly secured.
Miscellaneous equipment
(a) One dust mop on each backboard base.
(b) Two towels on each backboard base.
42. Event set-up – volleyball games and tournaments
Place volleyball poles in proper position.
(a) Poles go into sleeves in the floor.
(b) Net attached to pulley system and adjusted to the proper height.
(c) Crank net to proper tension.
(d) Move referee's stand into position.
(e) Install all appropriate padding.
Courtside
(a) Scorer's table set in proper order
(b) Eighteen chairs for both team benches.
(c) Scoreboard controller set-up and properly functioning.
(d) Position any signs to be placed centre court on tables or hung in the court area.
(e) Six chairs behind scorer's table.
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(f) All tables, chairs, and signs to be cleaned.
Barricade
(a) Make sure all curtains are in down and locked position to separate courts
Cleaning
(a) Clean entire area under bleachers, removing improperly stored material.
(b) Ensure that all tables and chairs are wiped down.
(c) Dust mop the ball floor before leaving.
Seating
(a) Check bleachers to ensure that they are completely pulled out and locked.
(b) Ensure that all railings are properly secured.
Miscellaneous Equipment
(a) One dust mop at the scorer's table.
(b) Two towels on each side of the referee's stand.
43. Event set-up – special events, camps, and clinics
Set-up for these events will differ on a case-by-case basis. The Director of Sports Programs
and Events and/or the Coordinator of Camps and Clinics will work with employees to design a
set-up procedure for each event.
Part 7 – Risk management
It is the goal of XYZ Sport Centre to provide a safe and appropriate environment for all
members and guests. Participation in sport activities poses certain risks to the individuals
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involved. These risks range in scope from minor injuries such as bruises and sprains to critical
injuries, paralysis or death. In order to help minimize the risks associated with participation in
these activities, XYZ Sport Centre has instituted a Risk Management Plan which every person
must adhere to. Employees who do not adhere to the details of this plan jeopardize their
employment. Any questions regarding risk management issues should be addressed to the Vice
President of Facility Operations.
44. Non-critical injury/illness
For basic injuries/illnesses not requiring Emergency Medical attention, have the affected
participant take the appropriate steps in order to feel comfortable. This may include sitting out
until the person feels okay to participate again, applying ice, or dressing a wound. Although an
employee may be trained in first aid, do not dress a wound or apply ice if there is not a lifethreatening emergency. Provide the affected party with the tools to help alleviate discomfort, but
let the participant treat the symptoms of his/her own problem (i.e. let the injured participant put
on his/her own bandage or apply his/her own ice).
Address the particular problem, but do not make any diagnoses. For example, do not tell an
injured party, ‘You have a sprained ankle.’ Rather, help the participant treat the symptoms of the
problem (provide ice, wraps, etc.).
Completely and accurately fill out an Accident Report Form. This form can be found at the
front desk. This form must be submitted to the main office within 24 hours of the accident.
45. Critical injury/illness (requiring emergency medical personnel)
Help make the affected party comfortable. If the injury requires Emergency Medical
Personnel, send another individual to have the front desk call the appropriate emergency number
(XXX-XXX-XXXX), or utilize your radio to call the front desk for assistance.
Make sure that the person calling for emergency assistance has the following information:
Location of the injured party
Full description of what occurred (without making a diagnosis of the
injury/illness)
What care has been/is being given
DO NOT HANG UP THE PHONE UNTIL THE DISPATCHER DOES!
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Until help arrives, provide First Aid/CPR as needed according to training.
46. Waiver and release of liability
All members and guests participating in any program provided by XYZ Sport Centre must
sign a ‘Waiver and Release of Liability’ form. Those refusing to sign such a form will be banned
from participation. The exception to this rule is when an activity is sanctioned by an outside
authority, in which case the organization will provide liability insurance coverage and waiver
forms in conjunction with said activity.
47. Alarms
The fire alarm is a blaring continuous alarm. Evacuate the building and proceed to individuals
are in a designated emergency assembly area at least 50 feet from the building.
48. General emergency evacuation procedures
Evacuation occurs when the fire alarm is activated. Emergency
announcements and the call to evacuate the building can also be communicated by
the two-way radio system and intercom system.
Make a quick survey of your area for people left in the building, unless doing
so poses a threat to your personal safety.
If individuals are injured, note their location and go for help. Inform the
authorities immediately. Do NOT attempt to move seriously injured persons
unless they are in obvious, immediate danger from fire, building collapse, etc.
Take the quickest, safest route to the outside. Take personal items such as
backpacks, keys, and purses with you if possible.
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Do NOT stop to turn off lights or lock doors.
Do NOT use the elevator. Use stairs.
Once outside, make sure that all individuals are in a designated emergency
assembly area of at least 50 feet from the building.
Only the President, the Vice President of Operations, or the ranking designee
will be allowed in the building until Police and Fire Department give the all clear.
The President, Vice President of Operations, or the ranking designee will work
with authorities, supplying them with information about the emergency, the
building personnel, and the physical facility, including the location of chemicals,
hazardous waste, and compressed gases.
49. Evacuation of Physically Challenged Persons
To the best of their abilities, employees will assist physically challenged occupants to
evacuate the building. The following guidelines may be useful when aiding the physically
challenged:
Identify yourself to the disabled person.
Briefly explain evacuation procedures.
Take the person to the nearest exit and go to the designated emergency
assembly area at least 50 feet from the building. Stay with the person to assist as
needed.
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Untrained employees should not attempt to carry disabled persons, unless they
are in immediate danger. Only Fire Department personnel should conduct stairway
evacuation of wheelchair users.
If unable to assist him/her to exit the building or reach the emergency
assembly area, instruct the President, the Vice President of Operations, or the
ranking designee and emergency services personnel immediately.
50. Electrical power failure
If there is a power failure, the Vice President of Facility operations or his/her designee will
check to see if the problem can be fixed in-house. If it is not an in-house problem, the local power
authority will be notified. There is no emergency generator for this building; however, all areas
do have emergency lighting. Employees should work together to evacuate the building in an
orderly manner. Flashlights are available at the front desk to aid in this evaluation.
Elevators do not have backup power. Therefore, elevators cannot and should not be used when
power might fail.
51. Elevator entrapment
The elevator contains an emergency telephone that can connect to the front desk and to the
Fire Department. Encourage people trapped in the elevator to stay calm, as help will arrive as
quickly as possible.
52. Fire
If you see smoke or fire, pull the fire alarm, call the appropriate emergency number (XXXXXX-XXXX) or the Fire Department, and aid in evacuating the building following general
evacuation procedures. Follow the same procedure if you hear the alarm.
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In some cases, an employee who has been trained to use a fire extinguisher may be able to
help contain and control a fire before it gets out of hand. If so, follow these guidelines:
Make sure the fire extinguisher is charged.
Use the correct fire extinguisher. Become familiar with the type of fire
extinguishers located in your area.
Fires are categorized into:
−CLASS A FIRES – paper, trash, wood, cloth, etc.
−CLASS B FIRES – burning liquids such as oils, paints, and gasoline.
−CLASS C FIRES – electrical fires such as burning wires, switches, machinery,
computers, and photocopiers.
Only attempt to use a fire extinguisher if you feel certain you can extinguish
the fire. Do not try to put out a fire larger than a wastebasket.
If uncertain, pull fire alarm and evacuate the building.
Remember the basics of using a fire extinguisher (PASS):
−Pull the safety pin at the top of the extinguisher
−Aim the nozzle, horn, or hose at the base of the flames
−Squeeze or press the handle
−Sweep from side to side at the base of the fire until it goes out
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Keep near the door when using the fire extinguisher. Always stay between the
fire and an exit.
If the fire becomes larger, get out!
Part 8 – Governmental guidelines
53. Laws
XYZ Sport Centre will operate in accordance with all municipal laws that are applicable.
Employees should be specifically aware of the following federal laws (examples from the United
States):
Affirmative Action/Equal Employment Opportunity policy states that XYZ Sport Centre will
not discriminate based on race, color, religion, sex, age, handicap, veteran status, or national
origin. This policy applies to all aspects of the organization. It is further expected that employees,
management, or any person who may act on behalf of XYZ Sport Centre will abide by this policy
in spirit as well as in law.
Equal Pay Act prohibits pay discrimination based on sex, and states that there must be equal
pay for equal work.
Age Discrimination in Employment Act prohibits employment discrimination based on age.
Americans with Disabilities Act (ADA) prohibits discrimination based on disability. The three
sections that most directly apply to North East Team Sports are the following:
Title I prohibits employers, including cities and towns, from discriminating
against qualified job applicants and workers who are or who become disabled. The
law covers all aspects of employment, including the application process and
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hiring, training, compensation, advancement, and any other employment term,
condition, or privilege.
Title II prohibits state and local governments from discriminating against
disabled persons in their programs and activities. Title II also sets forth the
applicable structural accessibility requirements for public entities.
Title III prohibits private enterprises that provide public accommodations and
services (e.g. hotels, restaurants, and transit systems) from denying goods,
services, and programs to people based on their disabilities. Title III also sets forth
the applicable structural accessibility requirements for private entities.
Occupational Safety and Health Administration (OSHA) is charged with assuring the safety
and health of America's workers by setting and enforcing standards; providing training, outreach,
and education; establishing partnerships; and encouraging continual improvement in workplace
safety and health. XYZ Sport Centre follows all standards set forth by OSHA, and information in
compliance with those standards is posted around the complex. For more information about
OSHA standards, go to www.osha.gov.
Part 9 – Facility services
54. Security
The Vice President of Facility Operations acts as the head of security for XYZ Sport Centre,
and is directly responsible for security procedures and systems. The head of security also
provides liaison between XYZ Sport Centre and the appropriate local law enforcement
authorities. The head of security and other security personnel are not sworn peace officers or law
enforcement officers and are not authorized to carry firearms, but are authorized by the President
to fully enforce all XYZ Sport Centre rules and regulations.
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XYZ Sport Centre is located within the town limits of Anywhere, XX in Nowhere County,
and is under the jurisdiction of the Town of Anywhere Police Department, the Nowhere County
Sheriff's Department, and the Troop A of the XX State Police.
All employees are members of the security team at XYZ Sport Centre. Employees should
report criminal activities or rule violations occurring at XYZ Sport Centre as soon as possible to
the Vice President of Facility Operations or his/her designee, who will respond as required. This
response can range from internal disciplinary action to notification to the proper local law
enforcement authorities. Therefore, at any stage of the above reporting process, the police
department can be notified when deemed necessary.
Alcohol, drug use, and weapons possession
The possession, use, sale, purchase, or consumption of alcohol, drugs, controlled substances,
or cannabis on XYZ Sport Centre property is strictly prohibited. In addition, the possession, use,
sale, or purchase of firearms, ammunition, fireworks, major or minor explosives, or any lethal
weapon on XYZ Sport Centre property is strictly prohibited. Violation of these regulations by
members, guests, or employees will lead to appropriate disciplinary action by the facility. In
addition, the proper police authorities will be notified when a violation of municipal laws is
involved.
55. Communications, electronic management, and information security
All communications and electronic technologies are under the preview of the Coordinator of
Information Security and Technology. All employees of XYZ Sport Centre will have access to
phone, Internet, intranet, and e-mail technologies. These technologies are only for legal,
authorized business purposes. Unauthorized or illegal uses include, but are not limited to, the
following:
Harassment;
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Destruction of or damage to equipment, software, or data belonging to others;
Unauthorized copying of copyrighted materials; or
Conducting private business unrelated to XYZ Sport Centre activities.
Employees are not to engage in any activity that might be harmful to systems or to any
information/data stored such as:
Creating or circulating viruses;
Disrupting services or damaging files; or
Making unauthorized or non-approved changes.
For most information systems, you will be assigned a password or access code. Do not share
the password assigned to you. Please select a unique password and change it frequently, as you
are responsible for all activities on your username/account ID. When vacating computer
workstations, sign off or secure the system from unauthorized use. If you believe that your
username, account ID, access code, or password has been compromised, contact the Coordinator
of Information Security and Technology immediately.
As far as company information, access only accounts, files, and data that are your own, that
are publicly available, or to which you have been given authorized access. Secure information
that is in your possession. Maintain the confidentiality of information classified as private or
confidential, such as membership information, medical data, and personal data.
If an employee is determined to have been using communications and electronic technologies
for personal or improper use, his/her privileges will be revoked.
For other situations not covered in this manual, contact the Coordinator of information
Technology and Security.
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56. Reprographics
A photocopier is located in the main office. It is to be used for official business only. If an
employee is deemed to be using the copier for unauthorized use, his/her privileges will be
terminated.
All XYZ Sport Centre computers will have access to a printer. Again, printers are to be used
for official business only. Employees using computers or printers for personal use will have their
privileges revoked.
Most of the copying needed for the facility can be completed in-house. However, at times,
there may be a need to hire outside art and design people for certain documents, or to complete
high-volume, high-quality printing. Any needs such as these should be coordinated through the
Director of Sales, Marketing and Business Development.
57. Mailroom management
Incoming mail for management and employees will be received and distributed by the main
office. Incoming mail should be business-related only. Receiving personal mail at the office is not
allowed.
Outgoing mail needs to be in the main office by _—pm each day. Personal mail may be
included; however, the mail must already be stamped with the appropriate postage.
Outgoing courier service (UPS, FedEx) should be arranged in coordination with the main
office staff.
58. Transportation management
At this time, XYZ Sport Centre does not own any vehicles. However, there will be times when
the facility must rent vehicles for certain events and activities. Rental of vehicles must be through
an approved agency, and be signed off by the Vice President of Facility Operations and the
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President of XYZ Sport Centre. Employees, management, or authorized members 25 years of age
or older, holding a clean driving record, will be the only individuals allowed to drive vehicles
rented by XYZ Sport Centre.
59. Records management
As stated in the Employment Agreement, employees will not at any time, whether during or
after the termination of employment, for any reason whatsoever (whether voluntary or
involuntary) other than to promote and advance the business of the Company in accordance with
the directions of the appropriate officers of the company, disclose or use for the employee's (or
any other party's) purposes, or for any other improper purpose, any of the trade secrets or
confidential business information concerning XYZ Sport Centre.
Finances or financial information of XYZ Sport Centre, as well as any confidential
information provided to us by members and guests, may not be disclosed to other employees or
the public. Information may only be released by written authorization of the President of XYZ
Sport Centre, or as required by law or an order of any court, agency or proceeding to be
disclosed.
Employee will, upon request from time to time during employment, and immediately upon the
termination of employment for any reason, turn over to XYZ Sport Centre all documents, papers,
notes, or other work that is connected with or derived from the employee's services to XYZ Sport
Centre.
60. Public communications
Members and guests may not use the front desk phone, or any XYZ Sport Centre computer,
for any reason. Members and guests should not be receiving phone calls at the facility unless
there is an emergency.
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Should a member or guest need to use a phone, there is a pay phone at the entrance to the
facility. For Internet use, they should have their own computer and make use of the Wireless
Zone on the second floor.
61. Elevator
The XYZ Sport Centre facility is equipped with an elevator to connect the first and second
floors. This elevator is specifically for the use of those with physical disabilities who cannot use
the stairs, or by employees and management when transporting equipment, inventory, and other
items not safe to be transported by stairs. It is the responsibility of all employees to ensure that
the elevator is not being misused (e.g. children playing in the elevator).
62. Parking
XYZ Sport Centre has over 200 parking spots that can be used by members, guests,
employees, and management. It is expected that the parking spots closest to the entrance to the
facility be left for members and guests. There will be a designated parking area at the rear of the
building for employees and management. It is expected that employees and management only
park in these designated spots. Failure to do so will result in loss of privilege to park at work.
Part 10 – Budget management
63. Annual budgeting
A budget is prepared annually, detailing revenues and expenditures for the operating funds of
XYZ Sport Centre. The annual operating budget is prepared to coincide with the calendar year,
January 1 to December 31. The President, in consultation with the Vice President of Finance and
Human Resources, has ultimate responsibility for approving the annual operating budget.
64. Budget process
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Below is a listing of events that take place during the Budget Process:
Distribution of Budget Request Forms to each department.
Return of Completed Budget Requests to the appropriate Vice President.
Submission of Vice President-approved Budget Requests to Vice President of
Finance and Human Resources.
Finance review and compilation of Budget Requests by Vice President of
Finance and Human Resources.
Submission to President for final review.
Approval by President.
The Vice President of Finance and Human Resources distributes a Budget Memorandum and
instructions to provide the guidelines for department heads to plan their budgets for the fiscal
year. The issuance of this memo initiates the annual budget preparation process.
Vice Presidents meet with their department heads before the Budget Request Forms are
completed and submitted to the Vice President of Finance and Human Resources. During this
review, the Vice Presidents are briefed as to each department's budget details and may initiate
changes.
The Vice President of Finance and Human Resources performs initial reviews of the budget
summary. The budget requests are analyzed with respect to their accuracy, completeness, and
appropriate documentation. During this review, unusual or questionable items are discussed,
significant issues to be addressed later in the process are identified, and trends within the
department are analyzed.
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After the initial reviews, the Vice President of Finance and Human Resources meets the
various Vice Presidents to review the budget summary, if necessary. During these sessions,
questions and outstanding issues are addressed. At the conclusion of this phase, agreed-upon
revisions are entered by the Vice President of Finance and Human Resources, resulting in an
updated budget summary.
A final recommended budget is prepared by the Vice President of Finance and Human
Resources and then presented to the President for final review and adoption.
The Vice President of Finance and Human Resources is also responsible for the review and
processing of subsequent budget revisions. Revisions to the approved budget require written
approval of the Vice President presiding over the department or program initiating the revision
request. The revision request must then gain written approval of the Vice President of Finance
and Human Resources to be incorporated into the overall budget.
65. Capital budget
The annual capital budget for XYZ Sport Centre is prepared in conjunction with the operating
budget. Department heads, Vice Presidents, and management are requested to complete budget
requests by the following categories:
Capital equipment
Computer equipment
Renovations
These requests are part of the standard operating Budget Request Form. Requests are
submitted with justification to the Vice President of Finance and Human Resources. Capital
expenditures related to the purchase of capital equipment (such as furniture, cabinets, etc.),
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computer equipment (printers, monitors, etc.), and departmental renovation items in excess of
$1000 will be depreciated using a straight-line method.
The capital budget receives final adoption and is distributed by the Vice President of Finance
and Human Resources to the appropriate parties within the organization.
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