10. Attention To Details- Event Logistics
Most logistics theories concern the supply of products to customers. In the events industry, logistics include the efficient supply of customers to the festival product, and the supply of facilities and products to and from the event site. "In this sense, it has more in common with military logistics than modern business logistics". (McDonnell, I. et al. (1999), 210)
A careful attention to details is essential, because if part of the logistical requirements are overseen, it could have fatal consequences to the outcome of the festival. The ‘supply’ of festival visitors and sponsors is described closer in the above chapters.
if you like my post then pls click on advertisment and add as you in my follower list.
Its beneficial for you and me both.
10.1 Facilities
10.1.1 Venue
The design of the venue and special safety requirements depend largely on the nature of the entertainment (also type of music from the author’s point of view), location, size and duration of the event, the existing geographical, topographical and environmental infrastructure as well as the outcome of the risk assessment. When assessing the site suitability a rough calculation of the available space for the audience, temporary structures, backstage facilities, parking space, camping areas and rendezvous points should be made. Factors that also should be considered before beginning a detailed site design are: (Cf. Health and Safety Executive, (1999), 12-13)
• Ground conditions (even and well-drained open sites are the most suitable);
• Traffic and pedestrian routes as well as emergency access and exits;
• Position and proximity of noise-sensitive buildings (to avoid complaints of neighbours while meeting bands’ sound level requirements);
• Geographical location (i.e. accessibility via public transportation, major roads, local services and facilities, distance to the next hospital etc.);
• Topography- natural features can be either a great advantage (e.g. reducing noise) or a disadvantage;
• Location and availability of services, especially water, sewage, gas, electricity and telephone cables.
After the above information is evaluated and conclusions from the risk assessment are made, all the special requirements, facilities and safety precautions for the festival can be determined, i.e. number and size of the stages, tents, barriers, sanitary facilities, first aid, concessions, entrances and exits, backstage areas, hospitality area, sight lines and viewing areas, delay towers, perimeter fencing, electricity, water supply as well as waste disposal requirements. (Cf. Health and Safety Executive, (1999), 13)
10.1.2 Temporary Structures, Barriers, Marquees And Large Tents
Temporary structures include performing stages, dance platforms, towers and masts, temporary stands and viewing platforms. "The failure of any temporary structure in a crowded, confined space could have devastating effects. It is therefore essential to plan, monitor, and erect structures using safe working practices." (Health and Safety Commission, (1993), 46)
There is a number of various regulations set by both the licensing and health and safety enforcing authorities regarding construction drawings for temporary structures, calculations, design loads, relevant test results, ground load bearing capacity and other. It is the event safety co-ordinator’s task to ensure that all activities relating to the construction of temporary structures follow safe working practices. (Cf. Health and Safety Commission, (1993), 46-55)
Marquees and large tents must be capable of withstanding strong winds and heavy rains. Furthermore, they should not be placed close to each other or to pedestrian and vehicle routes. Licensing authorities also require the material that tents and marquees are made from to be flame retardant, and that an adequate number of emergency exits, means for giving warning in case of fire, fire fighting equipment and emergency escape lights and signs are provided. (Cf. Health and Safety Commission, (1993), 57-59)
Barriers provide physical security for performers and event staff on one hand, and relieve or prevent the build up of crowd pressures on the other. The front of stage barrier, when constructed properly, enables first aid treatment from crowd pressure. The area between the front of stage barrier and the stage is called "pit" and is designed to support the work of stewards, first aiders, and paramedics. The main role of stewards in this area is to oversee the audience and to extract people of the audience who are in distress and to lift them into the "pit" area. Other types of barriers include side-stage barriers or fences, finger barriers, multiple barrier systems and other. (Cf. Health and Safety Commission, (1993), 40-44)
10.1.3 Production Infrastructure
The production infrastructure and the backstage requirements depend on the type, size and duration of the festival. The backstage area can include production offices, refreshment facilities, accommodation for workers and performers (that can also be distributed between backstage and main area), dressing rooms, sanitary facilities storage space, equipment, generators, first-aid posts. Usually there are separate areas for performers and for production purposes. (Cf. Health and Safety Executive, (1999), 17)
Media influences the image of a festival and its further development greatly. Thus, taking care of TV and radio crews, journalists, and photographers before, during and after the festival is of significant importance. Setting up a press office or press tent in the backstage hospitality area serves as an information and meeting point where interviews can be organised and details about the festival can be posted. Many of the media workers require close by parking facilities for their equipment. The number of media liaison workers depends again on the size, nature, duration, occupant capacity of the event as well as the expected amount of media. At music festivals with 50 000 people occupant capacity and duration of three days the minimum of media liaison workers should be ten. (Cf. Health and Safety Executive, (1999), 147-150)
10.1.4 Facilities For People With Special Needs
Facilities for wheelchair users, people who have difficulties with their walking, vision or hearing must be provided according to various regulations enforced by the concerned authorities. Such provisions include easy access and adequate means of escape, wheelchair spaces, legible signs, quality of lighting, and identified car parking. (Cf. Health and Safety Commission, (1993), 33-34)
Although festivals examined in this paper are not aimed at children, certain facilities must be provided for them in case they accompany adults. The fact that the festival is not suitable for children or the required age should be publicised in advance. However, temporary arrangements for the care of lost children, dedicated play areas and suitable activities for children should still be considered even if the festival is not aimed at this age group. (Cf. Health and Safety Executive, (1999), 140-141)
10.1.5 Electrical Systems, Special Effects And Pyrotechnics, Sound And Noise
If electrical installations are not installed and managed properly, serious injuries can occur through causing electric shocks and overloading of circuits that can also lead to a fire. Electrical connections and equipment need to be installed correctly according to general requirements of diverse legal regulations (e.g. in England: Electricity at Work Regulation 1989, The Institution of Electrical Engineers’ Wiring Regulations, British Standard 7671, HSE Guidance Note GS50 "Electrical Safety at places of entertainment" and other). The electrical requirements for the following need to be assessed: sited stage audio systems, stage and effect lighting, normal and emergency lighting circuits, power supply for hoists, portable tools, and other power supplies like back-up supplies for heaters, catering equipment, electric motors, incident control centre etc. Furthermore, access to diverse control systems needs to be provided i.e. to control switches and equipment, amplification equipment, special effects equipment, follow spots, and high voltage discharge lighting. The location of the main controls must be notified to the police and fire service. The compatibility of the equipment that performers from abroad use can be a problem if not considered. The event organiser should work closely with the safety co-ordinator and electrical contractor in those matters. (Cf. Health and Safety Commission, (1993), 61-63)
Special effects include laser displays, "strobe" lights, ultraviolet light, smoke and vapour effects, and pyrotechnics including explosive devices, fireworks and signal rockets. Some of those special effects can be harmful to the audience, performers and the event staff, which is why certain regulations need to be considered, e.g. British Standard (BS EN 60825, Radiation Safety of Laser Products, Equipment Classification, Requirements and User’s Guide). The British Standard requires, for example, that a laser safety officer should be appointed when a certain type of lasers are being used. Strobe lights can induce epilepsy, which means that if this effect is used at the festival, the audience must be warned in advance. The storage and the use of explosives are covered by different legislation and pyrotechnics should only be used at the event if the relevant licensing authority has approved them. Smoke and vapour as special effects can be produced by both solid carbon dioxide or liquid nitrogen fog machines (which is frequently being used) and fluid-based smoke machines. In high concentration, the carbon dioxide and nitrogen gasses can be dangerous, which is why tents, where those special effects are used, need to have good ventilation of the affected area. (Cf. Health and Safety Commission (1993), 69-73)
At Glastonbury Festivals "to install and operate and then remove an installation of this size and complexity in the short time available, while meeting the very high standards of safety required, requires considerable planning and teamwork." (Templine Ltd., Electrical Services at Glastonbury Festival, Glastonbury Festival Resources)
Excessive sound levels are not only dangerous for the hearing of the audience and the event staff; they could also affect the integrity of structures when transmitted through the ground and staging. Sound levels must therefore be assessed, controlled and monitored. Certain areas should be marked as ear protection zones, and festival workers should be provided with information ad training as well as ear protectors. (Cf. Health and Safety Commission (1993), 75-77)
10.1.6 Fire Equipment, Medical And First Aid, Information And Welfare, Sanitary Accommodations, Waste Disposal
The risk that people will become trapped by fire at a outdoor festival is low, but a fire warning system needs to be provided for temporary structures like tents and marquees. In general, portable or hand-held fire fighting equipment such as extinguishers, hose reels and fire blankets are required by any condition of licence. The provision of appropriate hand-held fire fighting equipment should be agreed at the planning stage, with the licensing authority and the fire authority. (Cf. Health and Safety Commission (1993), 87-89)
The provision of adequate first aid arrangements, which needs to be approved by the licensing authority, is a key aspect considering that big crowds can cause all types of injuries, e.g. cuts, bruises, dehydration, sunstroke, hyperventilation, crushing injuries and unconsciousness. The local NHS Chief Ambulance Officer as well as first aid organisations should also be consulted regarding the ambulance and first aid requirements during the planning stage. The number of first aid staff that are required depends on the following factors: the nature of the venue and its facilities and procedures; the length of the festival; the number expected to attend; the anticipated nature of the audience, including age range and male-female ratio, behaviour, etc.; previous experience; and an approximate number of standing and seated people. The recommended number of first aiders for festivals where major audience problems are not likely to occur is 1:500 for the first 3000 attending and then 1:1000 for the remainder attending. The minimum number of first aid posts and ambulances is one post and ambulance for up to 5000 people, two posts and two ambulances for up to 10000, three posts and three ambulances for up to 20000, four posts and four ambulances for up to 60000 festival goers. Furthermore, a certain number of nurses and qualified medical practitioners are needed. At higher risk events paramedics will also be required in the pit area. Additionally, special containers for clinical waste, and a hot and cold water supply including drinking water should be provided. The main first aid post, if there is more than one post, should be connected with an external telephone line; all other posts should have an internal telephone or radio link to the main post. (Cf. Health and Safety Commission (1993), 111-115)
Welfare facilities and information points vary depending on the size and type of event and can be determined by the festival risk assessment. Their contribution to the safety and well being of the audience should not be underestimated. Young or first-time festival-goers can be encountered with unknown effects of drugs which could require psychological help from competent welfare workers. These could be people who have experienced the negative effects of any kind of drug-addiction and want to share their experience in order to educate and warn younger potential users.
Research findings state that when people can not find the information or advise they are looking for, they may feel unsatisfied, discontented, or even become aggressive, which is another reason in favour of arranging adequate welfare and information points. Advance information about the site layout, advice on food and shelter, personal equipment, prohibited items, meeting-up arrangements, transport and parking are all points that can be included in a leaflet distributed at the point of sale of tickets. Additionally, site plans should be displayed at entrances, information points, car parks, first-aid points and in the event programme. Elements that should be included in site-plans are: camping areas, sanitary facilities, performance areas, exits and entrances, car parks, main roads, first-aid points, emergency services, fire points, welfare points, information points, police points, catering facilities, lost people’s meeting point, lost children’s facility, public telephones, children’s play areas, lost property, drinking water, emergency shelters, and property lock-ups. For smaller festivals a notice board can have the function of a meeting point. For larger events information and welfare points staffed with event workers should be placed near the main entrance inside the venue or at several locations depending on the size of the event. Placing lost property points next to welfare services is advantageous since people who become distressed when losing personal belongings can be helped from competent welfare workers. (Cf. Health and Safety Executive (1999), 135-139)
Proper signage of the venue and the surrounding area is an invaluable factor contributing to a better orientation for festival visitors. Signs with black letters on yellow background (or white on blue) containing less than five words are supposed to be the best combination. When placing signs on traffic roads outside the venue, the local authority and highway representatives must be consulted and asked for permission.
Generally speaking, a number of aspects must be considered regarding the sanitary accommodation: number adequate to the audience size, location, access, construction and signage. In order to minimise queuing, they should not be concentrated in one place. The ratio of male-female also needs to be estimated. A recommended number of female conveniences is 1 WC per 100 females, and for males it is 1 WC for up to100 males, 2 WCs for up to 500 males, 3 WCs for up to 1000 males, and 1 WC for every additional 500 males. One wash-hand basin should be provided per 5 sanitary conveniences. Suitable sanitary accommodation must also be provided for people with disabilities. (Cf. Health and Safety Commission (1993), 124-125) Glastonbury Festivals often get complaints about their sanitary accommodations, because they do not have enough water to have flush toilets. "It’s on a par with boy scout jamboree or girl scout camp… if (they)… can cope (with it) we can. It is difficult to improve without the water and mains sanitation." (Interview with Michael Eavis, Glastonbury Festival Resources) At the same time, WaterAid, one of their main benefiting charities, provided in 1998 African-style toe-tapping toilets to Glastonbury promoting their activities in developing countries.
Litter picking (3-4 weeks after the festival and during) at Glastonbury Festivals and waste disposal are time consuming tasks. They recycle glass, paper and tins. In 1996, the festival recovered 23 tonnes of waste for recycling despite the muddy weather, (Cf. Information pack, Glastonbury Festival Sources) which is an amazing fact considering that other festivals do not recycle at all.
10.2 Travel Arrangements
Transportation to the festival site is part of the event experience for festival goers on one hand, and it has a significant impact on road traffic and public transportation depending on the accessibility of the site and the size of the audience on the other hand. Thus, traffic marshalling, parking arrangements, sign-posting, public transportation and emergency access need to be planned carefully since they involve public safety and create the visitor’s and performer’s first and last impressions, which partly influence the quality of the festival experience.
The following aspects regarding traffic marshalling and sign-posting should be taken into consideration: working with the police and motoring organisations about signs of the routes to the festival site, the movement of the traffic and access of emergency services; contacting railway authorities and coach organisations regarding additional arrangements for shuttle services, remote car parks and train capacities; calculating a sufficient number of stewards for marshalling the traffic flows on site and directing the parking of vehicles. Furthermore, a system of entrance gate numbers and car park numbers, shuttle bus stops, emergency vehicles and motoring organization points, parking spots for taxis, telephones, and sanitary accommodation at parking areas should be set up. (Cf. Health and Safety Commission, (1993), 107-109)
The event organizer can encourage public transportation by agreeing special deals with coach and railway companies in order to reduce the car traffic, e.g. paying a lower rate for bus or train to and from the event with a valid festival ticket. If such agreements are made, details about the rates and valid festival tickets will have to be communicated to all concerned representatives of the transportation companies. Moreover, this kind of special deals need to be advertised well in advance, which would even support the ticket sales before the event and reduce the number of on site ticket sales.
National Express, for example, offers special coaches and fares direct to Glastonbury Festival from 46 locations around Britain for pre-paid festival entrance ticket holders. (Cf. National Express flyer, Information pack from Glastonbury Festivals)
10.3 Hospitality
Hospitality should be seen as a caring attitude towards guests ("customer care" from a marketing perspective) that helps identifying the special needs of every group of people involved in the festival, i.e. festival workers, festival goers and special guests coming from sponsors or other supporting individuals. On one hand, designing the hospitality arrangements separate for each target group could be a great advantage so the necessary attention to each group can be provided within a certain physical area that has special facilities and services for satisfying particular needs. On the other hand, this action could cause a feeling of discrimination if one target group is treated better than others. Thus, decisions about hospitality arrangements must be made with this issue in mind and should be assessed according to how they support the long-term objectives of the festival.
In business terms the hospitality industry is one of the world’s major industries, in the United States it is the second largest employer dominated mainly by chains, who operate in a highly competitive environment where aggressive marketing skills are needed to win guests. Individual companies have less chances of keeping up with this development, but they can still take over good practices and examples of the bigger co-operations, who have the money to provide comprehensive market research. Hospitality industry is made up of those businesses that either provide accommodation for the traveller, or prepare food and beverage services, or entertainment for the traveller. (Cf. Kotler et al. (1998), 773, 7-8) Since festivals provide all those services, they can also be seen as hospitality products that have a special accent on entertainment.
10.3.1 Accommodation
Camping is the main type of accommodation for members of the audience, performers, and festival workers at open-air festivals and is part of the festival experience contributing largely to a satisfying or dissatisfying event. Incorporated in the event planning it requires an adequate number of facilities and services, e.g. water supply, sanitary accommodation, catering facilities, telephones, recycling points, stewarding and medical facilities as well as fire equipment. Campsites should also have adequate lighting as well as secure accommodation where people can leave valuable articles since crime is a problem that can have a very negative impact on the festival experience. Stewards patrolling the campsite or using watchtowers to oversee the area could contribute to the prevention of uncontrolled fires and crime. (Cf. Health and Safety Executive (1999), 116-117) Camping areas should be separated into sections for security reasons regarding performers as well as to ease the orientation for campers, to allow for the management of each area, to control the densities and to provide information to campers. (Cf. Health and Safety Executive (1999), 113-114) Parking areas should not be too far away from camping areas and separated with appropriate fences. Providing entertainment facilities at camping areas can also influence crowd movement, e.g. a dancing tent open throughout the night will make some of the festival-goers attend the performances next day at a later point of the day.
10.3.2 Food And Beverage
Food and beverages are also part of the festival experience which is why their delivery, storage, preparation and sale need special consideration. This includes mobile catering units, catering stalls and marquees, crew catering outlets, hospitality catering, bars and other food or beverage vendors. (Cf. Health and Safety Executive (1999), 76) Suppliers of food, beverage and other services and products that are chosen for the festival must offer products that meet and even exceed the needs and expectations of festival-goers.
10.3.2.1 Licenses And Permits
Food and beverages are sold in great quantities at festivals, both of which require licenses. The organiser should assure that traders deliver, store, prepare and sale all food following the appropriate laws. The sale of alcohol requires a separate licence from the licensing authority that might require certain conditions like types of containers to be used, selling hours, etc. According to the Guide to Health, Safety and Welfare at Pop Concerts and Similar Events, vehicles that are used for dispensing food, drinks and other products should not be moved during the actual event when people are present. (Cf. Health and Safety Executive (1999), 121-122)
10.3.2.2 Water
The availability of water is a limiting factor on the audience size at all green-field events. Especially the logistics of moving big quantities of water needs to be planned carefully. Having independent water supply zones can prevent incidents with the water supply affecting the whole festival venue. (Cf. Health and Safety Executive (1999), 165-166) Generally speaking, a sufficient number of drinking water outlets should be provided throughout the venue within easy reach (i.e. one outlet for every 3000 persons), especially at first aid points, and sanitary accommodations. Separate water outlets for food vendors are also essential. Additionally, free drinking water should be provided where the audience is crowded, i.e. in the front of the stage area, since people are very likely to get dehydrated even faint as a result, collapse and be trampled. Water "showers" pointed at the crowd in front of the stage area can be very refreshing and pleasant for the crowd during high temperatures and intensive crowd movements. (Cf. Health and Safety Executive (1999), 121-122)
Glastonbury Festival being held on the outskirts of Pilton (which is a small village with adequate water supply for the village’s needs) requires 1 million gallons of water over a period of 5 days. Thus, additional water is being imported from a water authority reservoir by milk tankers, and a system of pipes is required in order to distribute the feed from various areas to the final delivery area. To ensure an adequate supply to all areas, the water is pumped around the system and its quality is being monitored continuously. For a week prior to the start of the festival and daily throughout the festival 20 samples a day are taken for bacteriological testing at a Certified Public Health Laboratory. The results are presented to the Environmental Health Officers who in turn resample several random points for their own testing purposes and comparison. (Cf. Hunt, R. (1995), Hunts Exhibitions Services, Glastonbury Festival Resources)
10.3.3 Four Stages Of Event Hospitality Success
The Ultimate Guide to Sport Event Management and Marketing suggests the following four stages of success regarding the event hospitality for VIPs, sponsor representatives, and other official guests. However, they can also be applied to other groups of individuals involved in the festival, i.e. the festival workers and visitors, in order to avoid the feeling of discrimination to arise. (Cf. Graham, S. et al. (1995), 83-99)
1.Stage: To identify the guests’ needs and expectations; to determine whether they are more active or passive, "Doers or Watchers," to understand their psychographic profile. The event organiser must be aware of the guests’ view of the festival in order to achieve a positive first and last impression of the event. The greatest impact on the guests is the last impression. For example an elaborate aerial firework and laser show, or special souvenirs that are handed to every departing guest can create lasting memories of the festival and induce positive word of mouth, which contributes to the event’s success, from the author’s point of view. Invitations can be considered as an expectation builder; thus, they need to be unique in their design in order to achieve a positive response from guests, but they should not promise services that are impossible to be provided.
2.Stage: Amenities are the extras that matter in order to exceed the guests’ expectations. Concierge-like assistance at separate entrances and in the venue, provision of programs and other material in order to make the guests feel well informed and important. Welcome signs in the train stations, hotels and streets, separate shuttle buses to the venue with extra service of refreshments and snacks will also contribute to a pleasant experience.
3.Stage: Observation and adjustment of a flexible hospitality program is necessary in order to ensure that the event satisfies the needs of the guests constantly, especially unexpected last minute needs. This can be achieved by observing the guests’ response to certain services, and directly asking if there are any problems. If a reception for the media is planned, the fact that journalists work long hours should be considered; food service should be made available for a longer period of time.
4.Stage: Evaluation and measurement of the event’s hospitality through directly asking the guests about suggestions for improvements, formal written evaluations, telephone interview and internal review with the event staff. The results of such surveys can be published and also send to prospective sponsors.
O’Tool concentrates on five aspects in his suggestion for a hospitality check list: (Cf. O’Tool, W. http://www.rootsworld.com/pangaea/events/hospitality.html, accessed 20/02/2000)
• Invitations: their design (that should be high quality and innovative), the method of delivery with time to reply (including hand delivery and email), invitation content including time, date, name of event, how to RSVP, directions, parking, and promotional material for the festival.
• Arrival of the guests: timing, parking arrangements, meeting and greeting (i.e. having someone to welcome the guests to the festival), reduce all waiting times (e.g. having a welcome cocktail while waiting to be booked into the accommodation).
• Amenities: have a separate area for guests (e.g. marquee or special hospitality tent), offer food and beverages with a special menu and personal service, separate, high quality viewing area of the performance with good views and facilities, special communication regarding signage and information desk.
• Gifts: tickets to the festival, souvenirs (e.g. programs, pins, T-shirts, CDs, posters), meeting the performers.
Departure: timing should not be at the same time as the audience.
10.3.4 Travel-Hospitality Packages
Special travel-hospitality packages, including travel arrangements and accommodation can be assembled by tour-operators and offered through travel agents or directly through the Internet. (Cf. Kotler et al. (1998), 9) Many tour-operators have already specialized catalogues with packages like this. Those packages need to be considered if special logistics requirements are necessary, for example additional hospitality tents, reserved camping for whole groups of people, etc. A suitable package for festivals cannot be exactly defined at this point, because it depends on all the specifications of the actual festival, its tourism infrastructure, and the attractiveness and image of the region or festival itself. A possible package would need to be assessed first for its feasibility and rentability from the tour-operators perspective with analysis of the advantages and disadvantages for festival organizers, which could easily blow up the frame of this paper. The focus of the paper is the organizational element of the festival, however the possibilities of extending its appeal through linking it with other tourism companies like tour-operators or travel agencies is given. Student travel agencies or tour-operators focused on students could be possible partners of festival organizers.
10.4 Suppliers
Subcontractors and suppliers of festivals provide food, beverages transportation, sanitary facilities, temporary structures, electrical systems, special effects and pyrotechnics, fire equipment, medical and first aid, waste disposal service. Contracting performers who provide the main component- the entertainment- are considered in the chapter ‘The Role of Event Management’.
To obtain the best terms from a supplier, several issues should be considered, e.g. the nature of the suppliers’ business, their equipment, typical payment terms within their business, etc. Furthermore, the calculation of extra charges, the deposit, close control of the purchase order, etc. also are important aspects that affect the cash flow of the event. (Cf. McDonnell, I. et al. (1999), 175) Specific conditions like date, time, and description of goods must be checked beforehand, in the planning stage. Subcontractors’ insurance regarding public liability, staff, etc. as well as specific health and safety regulations, correct council permits and payment schedules must all be checked. Logistic needs for suppliers at the event, as well as to and from the event must be determined in advance so that the facilities can be provided and arranged in a suitable set up. An overall supplier schedule avoiding clashes amongst suppliers and site on logistics must be provided with individual schedules given to suppliers showing arrival and exit times. A map of the venue should also be given to suppliers showing entrances, exits, loading docks and other facilities and specific site of interest. Additionally, a contact sheet must be given to suppliers showing communication for the day and emergency numbers. (O’Tool, W. http://www.rootsworld.com/pangaea/events/suppliers.html, accessed 20/02/2000) Suppliers of transportation for visitors, festival workers, and guests were mentioned in the previous sections of this chapter.
Glastonbury Festival receives in average 4000 applications for trading space every year, from which only less than one quarter can be given a stall. The organisers pay close attention to whether the applicants have a background of fair trading practices. Stall prices are determined by their function (e.g. fast food caterers are charged much more than craft stalls), the size of frontage, the location, the number of staff passes and the services they require. There are a number of problems that can arise after traders have arrived at the venue and their documents have been checked. For example, if traders bring different sized units than stated in their applications, having faulty electrical equipment causing circuits to short cut, traders who have underestimated the necessary number of staff. Each market has a management team to mark out and help the traders, gate staff, plain clothes security, and uniformed guards on duty at any time in the markets. To meet the needs of suppliers for grocery products, a wholesale market operates with articulated lorries delivering the supplies in the mornings. The supply of water and electricity is another big issue. Each market has several stand pipes and direct connections to caterers, eight massive 1250 kV generators which all boosts the expenses enormously. Additionally, cabling must be buried on site to link up the generators and the different requirements of 700 traders must also be met. The markets are arranged in circles, inside of which all the sanitary facilities, electrical and other services are stored. (Cf. Glastonbury Festival Markets, Glastonbury Festival Resources)
10.5 Security
10.5.1 Ticketing And Admission
Tickets for popular festivals are usually sold out well in advance. Therefore, security for ticketing with the purpose to ensure a safe collection, accounting, and deposit of funds would not be relevant for festivals that sell tickets in advance only from the authors’ point of view. However, forgery and scalping of tickets remain to be major concerns for event management officials. Thus, security workers for admissions need to be familiar with the ticket credentials and "...trained, supervised, and checked in and out of the operation to ensure fidelity... Some event mangers use a secret spectator system to catch dishonest ticketing and admissions workers committing a felonious act." (Graham, S. et al. (1995), 63-64)
According to Terry Cooksey, tickets must have at least the following data: relevant event information (e.g. name, location, time), price, seating information (which is not pertinent for most outdoor festivals), unique policies for this event (e.g. refunds, lost tickets, prohibited items), and relevant legal disclaimers (e.g. "The management reserves the right to substitute performers.") (Cf. Graham, S. et al. (1995), 128)
Many festivals, especially the ones which are over a longer period of time use plastic wrist bands for admission, which are placed on every individual’s wrist after checking the validity of tickets.
10.5.2 Access
"Venue access is a function of the design and location of transport and parking facilities and the design of access roads. Such facilities have to be able to cope with the peak demand as determined from the arrival profile." (Health and Safety Executive (1999), 16) If possible entrances and exits should be separate. The number of entrances depends on several aspects, some of which include: the directions from which people will come, the maximum number of people from each direction, the flow rate-which is determined by the design and width of entrances, as well as whether searching for harmful objects will be undertaken. (Cf. Health and Safety Executive (1999), 16) The queuing time will have an impact on the festivals’ experience and on the audience’s safety, e.g. long waiting time will cause crowd surges. Thus queuing systems must be planned carefully.
Aspects which must also be considered regarding the access to the venue and to separated secure areas include: (Cf. Graham, S. et al. (1995), 129-131)
• credential procedures as well as production and distribution of passes for the various groups with different access privileges (i.e. event staff, performers, volunteers, media, audience, VIPs, sponsors),
• plan with the set up of both the various secure areas separated by fences and credentialing areas with enough space for waiting lines, security and equipment;
• credential area signage which should be both integrated with the credentialing process and inconspicuous in order to avoid attention;
• the number of security guards and event staff on each entrance; policy on scalping of tickets.
Simple credentialing procedures and clear design of passes and tickets can reduce the queuing time considerably. From the author’s point of view, the training of security guards should not only encompass the identification of credentials and steps of action in certain situations, but also polite manners of dealing with the public.
Protection of performers is provided partly by separated areas with fences and security guards on the entrances checking valid passes, as well as police officials. However, in most cases performers have their own security guards. Thus, the responsibilities of each group must be communicated clearly to the other before the event.
10.6 Summary
Logistics include the efficient supply of customers to the festival product, and the supply of facilities and products to and from the event site. Careful attention to details is essential, because if part of the logistical requirements are overseen, it could have fatal consequences to the outcome of the festival.
The design of the venue, temporary structures, electrical systems and special safety and security requirements depend largely on the nature of the entertainment, location, size and duration of the event, the existing geographical, topographical and environmental infrastructure as well as the outcome of the risk assessment.
Hospitality should be seen as a caring attitude towards guests that helps identifying the special needs of every group of people involved in the festival and providing the right facilities to cater for those needs, which includes accommodation, food and beverage, etc. Transportation to the festival site is part of the event experience for festival goers on one hand, and it has a significant impact on road traffic and public transportation depending on the accessibility of the site and the size of the audience on the other hand.
Next
Most logistics theories concern the supply of products to customers. In the events industry, logistics include the efficient supply of customers to the festival product, and the supply of facilities and products to and from the event site. "In this sense, it has more in common with military logistics than modern business logistics". (McDonnell, I. et al. (1999), 210)
A careful attention to details is essential, because if part of the logistical requirements are overseen, it could have fatal consequences to the outcome of the festival. The ‘supply’ of festival visitors and sponsors is described closer in the above chapters.
if you like my post then pls click on advertisment and add as you in my follower list.
Its beneficial for you and me both.
10.1 Facilities
10.1.1 Venue
The design of the venue and special safety requirements depend largely on the nature of the entertainment (also type of music from the author’s point of view), location, size and duration of the event, the existing geographical, topographical and environmental infrastructure as well as the outcome of the risk assessment. When assessing the site suitability a rough calculation of the available space for the audience, temporary structures, backstage facilities, parking space, camping areas and rendezvous points should be made. Factors that also should be considered before beginning a detailed site design are: (Cf. Health and Safety Executive, (1999), 12-13)
• Ground conditions (even and well-drained open sites are the most suitable);
• Traffic and pedestrian routes as well as emergency access and exits;
• Position and proximity of noise-sensitive buildings (to avoid complaints of neighbours while meeting bands’ sound level requirements);
• Geographical location (i.e. accessibility via public transportation, major roads, local services and facilities, distance to the next hospital etc.);
• Topography- natural features can be either a great advantage (e.g. reducing noise) or a disadvantage;
• Location and availability of services, especially water, sewage, gas, electricity and telephone cables.
After the above information is evaluated and conclusions from the risk assessment are made, all the special requirements, facilities and safety precautions for the festival can be determined, i.e. number and size of the stages, tents, barriers, sanitary facilities, first aid, concessions, entrances and exits, backstage areas, hospitality area, sight lines and viewing areas, delay towers, perimeter fencing, electricity, water supply as well as waste disposal requirements. (Cf. Health and Safety Executive, (1999), 13)
10.1.2 Temporary Structures, Barriers, Marquees And Large Tents
Temporary structures include performing stages, dance platforms, towers and masts, temporary stands and viewing platforms. "The failure of any temporary structure in a crowded, confined space could have devastating effects. It is therefore essential to plan, monitor, and erect structures using safe working practices." (Health and Safety Commission, (1993), 46)
There is a number of various regulations set by both the licensing and health and safety enforcing authorities regarding construction drawings for temporary structures, calculations, design loads, relevant test results, ground load bearing capacity and other. It is the event safety co-ordinator’s task to ensure that all activities relating to the construction of temporary structures follow safe working practices. (Cf. Health and Safety Commission, (1993), 46-55)
Marquees and large tents must be capable of withstanding strong winds and heavy rains. Furthermore, they should not be placed close to each other or to pedestrian and vehicle routes. Licensing authorities also require the material that tents and marquees are made from to be flame retardant, and that an adequate number of emergency exits, means for giving warning in case of fire, fire fighting equipment and emergency escape lights and signs are provided. (Cf. Health and Safety Commission, (1993), 57-59)
Barriers provide physical security for performers and event staff on one hand, and relieve or prevent the build up of crowd pressures on the other. The front of stage barrier, when constructed properly, enables first aid treatment from crowd pressure. The area between the front of stage barrier and the stage is called "pit" and is designed to support the work of stewards, first aiders, and paramedics. The main role of stewards in this area is to oversee the audience and to extract people of the audience who are in distress and to lift them into the "pit" area. Other types of barriers include side-stage barriers or fences, finger barriers, multiple barrier systems and other. (Cf. Health and Safety Commission, (1993), 40-44)
10.1.3 Production Infrastructure
The production infrastructure and the backstage requirements depend on the type, size and duration of the festival. The backstage area can include production offices, refreshment facilities, accommodation for workers and performers (that can also be distributed between backstage and main area), dressing rooms, sanitary facilities storage space, equipment, generators, first-aid posts. Usually there are separate areas for performers and for production purposes. (Cf. Health and Safety Executive, (1999), 17)
Media influences the image of a festival and its further development greatly. Thus, taking care of TV and radio crews, journalists, and photographers before, during and after the festival is of significant importance. Setting up a press office or press tent in the backstage hospitality area serves as an information and meeting point where interviews can be organised and details about the festival can be posted. Many of the media workers require close by parking facilities for their equipment. The number of media liaison workers depends again on the size, nature, duration, occupant capacity of the event as well as the expected amount of media. At music festivals with 50 000 people occupant capacity and duration of three days the minimum of media liaison workers should be ten. (Cf. Health and Safety Executive, (1999), 147-150)
10.1.4 Facilities For People With Special Needs
Facilities for wheelchair users, people who have difficulties with their walking, vision or hearing must be provided according to various regulations enforced by the concerned authorities. Such provisions include easy access and adequate means of escape, wheelchair spaces, legible signs, quality of lighting, and identified car parking. (Cf. Health and Safety Commission, (1993), 33-34)
Although festivals examined in this paper are not aimed at children, certain facilities must be provided for them in case they accompany adults. The fact that the festival is not suitable for children or the required age should be publicised in advance. However, temporary arrangements for the care of lost children, dedicated play areas and suitable activities for children should still be considered even if the festival is not aimed at this age group. (Cf. Health and Safety Executive, (1999), 140-141)
10.1.5 Electrical Systems, Special Effects And Pyrotechnics, Sound And Noise
If electrical installations are not installed and managed properly, serious injuries can occur through causing electric shocks and overloading of circuits that can also lead to a fire. Electrical connections and equipment need to be installed correctly according to general requirements of diverse legal regulations (e.g. in England: Electricity at Work Regulation 1989, The Institution of Electrical Engineers’ Wiring Regulations, British Standard 7671, HSE Guidance Note GS50 "Electrical Safety at places of entertainment" and other). The electrical requirements for the following need to be assessed: sited stage audio systems, stage and effect lighting, normal and emergency lighting circuits, power supply for hoists, portable tools, and other power supplies like back-up supplies for heaters, catering equipment, electric motors, incident control centre etc. Furthermore, access to diverse control systems needs to be provided i.e. to control switches and equipment, amplification equipment, special effects equipment, follow spots, and high voltage discharge lighting. The location of the main controls must be notified to the police and fire service. The compatibility of the equipment that performers from abroad use can be a problem if not considered. The event organiser should work closely with the safety co-ordinator and electrical contractor in those matters. (Cf. Health and Safety Commission, (1993), 61-63)
Special effects include laser displays, "strobe" lights, ultraviolet light, smoke and vapour effects, and pyrotechnics including explosive devices, fireworks and signal rockets. Some of those special effects can be harmful to the audience, performers and the event staff, which is why certain regulations need to be considered, e.g. British Standard (BS EN 60825, Radiation Safety of Laser Products, Equipment Classification, Requirements and User’s Guide). The British Standard requires, for example, that a laser safety officer should be appointed when a certain type of lasers are being used. Strobe lights can induce epilepsy, which means that if this effect is used at the festival, the audience must be warned in advance. The storage and the use of explosives are covered by different legislation and pyrotechnics should only be used at the event if the relevant licensing authority has approved them. Smoke and vapour as special effects can be produced by both solid carbon dioxide or liquid nitrogen fog machines (which is frequently being used) and fluid-based smoke machines. In high concentration, the carbon dioxide and nitrogen gasses can be dangerous, which is why tents, where those special effects are used, need to have good ventilation of the affected area. (Cf. Health and Safety Commission (1993), 69-73)
At Glastonbury Festivals "to install and operate and then remove an installation of this size and complexity in the short time available, while meeting the very high standards of safety required, requires considerable planning and teamwork." (Templine Ltd., Electrical Services at Glastonbury Festival, Glastonbury Festival Resources)
Excessive sound levels are not only dangerous for the hearing of the audience and the event staff; they could also affect the integrity of structures when transmitted through the ground and staging. Sound levels must therefore be assessed, controlled and monitored. Certain areas should be marked as ear protection zones, and festival workers should be provided with information ad training as well as ear protectors. (Cf. Health and Safety Commission (1993), 75-77)
10.1.6 Fire Equipment, Medical And First Aid, Information And Welfare, Sanitary Accommodations, Waste Disposal
The risk that people will become trapped by fire at a outdoor festival is low, but a fire warning system needs to be provided for temporary structures like tents and marquees. In general, portable or hand-held fire fighting equipment such as extinguishers, hose reels and fire blankets are required by any condition of licence. The provision of appropriate hand-held fire fighting equipment should be agreed at the planning stage, with the licensing authority and the fire authority. (Cf. Health and Safety Commission (1993), 87-89)
The provision of adequate first aid arrangements, which needs to be approved by the licensing authority, is a key aspect considering that big crowds can cause all types of injuries, e.g. cuts, bruises, dehydration, sunstroke, hyperventilation, crushing injuries and unconsciousness. The local NHS Chief Ambulance Officer as well as first aid organisations should also be consulted regarding the ambulance and first aid requirements during the planning stage. The number of first aid staff that are required depends on the following factors: the nature of the venue and its facilities and procedures; the length of the festival; the number expected to attend; the anticipated nature of the audience, including age range and male-female ratio, behaviour, etc.; previous experience; and an approximate number of standing and seated people. The recommended number of first aiders for festivals where major audience problems are not likely to occur is 1:500 for the first 3000 attending and then 1:1000 for the remainder attending. The minimum number of first aid posts and ambulances is one post and ambulance for up to 5000 people, two posts and two ambulances for up to 10000, three posts and three ambulances for up to 20000, four posts and four ambulances for up to 60000 festival goers. Furthermore, a certain number of nurses and qualified medical practitioners are needed. At higher risk events paramedics will also be required in the pit area. Additionally, special containers for clinical waste, and a hot and cold water supply including drinking water should be provided. The main first aid post, if there is more than one post, should be connected with an external telephone line; all other posts should have an internal telephone or radio link to the main post. (Cf. Health and Safety Commission (1993), 111-115)
Welfare facilities and information points vary depending on the size and type of event and can be determined by the festival risk assessment. Their contribution to the safety and well being of the audience should not be underestimated. Young or first-time festival-goers can be encountered with unknown effects of drugs which could require psychological help from competent welfare workers. These could be people who have experienced the negative effects of any kind of drug-addiction and want to share their experience in order to educate and warn younger potential users.
Research findings state that when people can not find the information or advise they are looking for, they may feel unsatisfied, discontented, or even become aggressive, which is another reason in favour of arranging adequate welfare and information points. Advance information about the site layout, advice on food and shelter, personal equipment, prohibited items, meeting-up arrangements, transport and parking are all points that can be included in a leaflet distributed at the point of sale of tickets. Additionally, site plans should be displayed at entrances, information points, car parks, first-aid points and in the event programme. Elements that should be included in site-plans are: camping areas, sanitary facilities, performance areas, exits and entrances, car parks, main roads, first-aid points, emergency services, fire points, welfare points, information points, police points, catering facilities, lost people’s meeting point, lost children’s facility, public telephones, children’s play areas, lost property, drinking water, emergency shelters, and property lock-ups. For smaller festivals a notice board can have the function of a meeting point. For larger events information and welfare points staffed with event workers should be placed near the main entrance inside the venue or at several locations depending on the size of the event. Placing lost property points next to welfare services is advantageous since people who become distressed when losing personal belongings can be helped from competent welfare workers. (Cf. Health and Safety Executive (1999), 135-139)
Proper signage of the venue and the surrounding area is an invaluable factor contributing to a better orientation for festival visitors. Signs with black letters on yellow background (or white on blue) containing less than five words are supposed to be the best combination. When placing signs on traffic roads outside the venue, the local authority and highway representatives must be consulted and asked for permission.
Generally speaking, a number of aspects must be considered regarding the sanitary accommodation: number adequate to the audience size, location, access, construction and signage. In order to minimise queuing, they should not be concentrated in one place. The ratio of male-female also needs to be estimated. A recommended number of female conveniences is 1 WC per 100 females, and for males it is 1 WC for up to100 males, 2 WCs for up to 500 males, 3 WCs for up to 1000 males, and 1 WC for every additional 500 males. One wash-hand basin should be provided per 5 sanitary conveniences. Suitable sanitary accommodation must also be provided for people with disabilities. (Cf. Health and Safety Commission (1993), 124-125) Glastonbury Festivals often get complaints about their sanitary accommodations, because they do not have enough water to have flush toilets. "It’s on a par with boy scout jamboree or girl scout camp… if (they)… can cope (with it) we can. It is difficult to improve without the water and mains sanitation." (Interview with Michael Eavis, Glastonbury Festival Resources) At the same time, WaterAid, one of their main benefiting charities, provided in 1998 African-style toe-tapping toilets to Glastonbury promoting their activities in developing countries.
Litter picking (3-4 weeks after the festival and during) at Glastonbury Festivals and waste disposal are time consuming tasks. They recycle glass, paper and tins. In 1996, the festival recovered 23 tonnes of waste for recycling despite the muddy weather, (Cf. Information pack, Glastonbury Festival Sources) which is an amazing fact considering that other festivals do not recycle at all.
10.2 Travel Arrangements
Transportation to the festival site is part of the event experience for festival goers on one hand, and it has a significant impact on road traffic and public transportation depending on the accessibility of the site and the size of the audience on the other hand. Thus, traffic marshalling, parking arrangements, sign-posting, public transportation and emergency access need to be planned carefully since they involve public safety and create the visitor’s and performer’s first and last impressions, which partly influence the quality of the festival experience.
The following aspects regarding traffic marshalling and sign-posting should be taken into consideration: working with the police and motoring organisations about signs of the routes to the festival site, the movement of the traffic and access of emergency services; contacting railway authorities and coach organisations regarding additional arrangements for shuttle services, remote car parks and train capacities; calculating a sufficient number of stewards for marshalling the traffic flows on site and directing the parking of vehicles. Furthermore, a system of entrance gate numbers and car park numbers, shuttle bus stops, emergency vehicles and motoring organization points, parking spots for taxis, telephones, and sanitary accommodation at parking areas should be set up. (Cf. Health and Safety Commission, (1993), 107-109)
The event organizer can encourage public transportation by agreeing special deals with coach and railway companies in order to reduce the car traffic, e.g. paying a lower rate for bus or train to and from the event with a valid festival ticket. If such agreements are made, details about the rates and valid festival tickets will have to be communicated to all concerned representatives of the transportation companies. Moreover, this kind of special deals need to be advertised well in advance, which would even support the ticket sales before the event and reduce the number of on site ticket sales.
National Express, for example, offers special coaches and fares direct to Glastonbury Festival from 46 locations around Britain for pre-paid festival entrance ticket holders. (Cf. National Express flyer, Information pack from Glastonbury Festivals)
10.3 Hospitality
Hospitality should be seen as a caring attitude towards guests ("customer care" from a marketing perspective) that helps identifying the special needs of every group of people involved in the festival, i.e. festival workers, festival goers and special guests coming from sponsors or other supporting individuals. On one hand, designing the hospitality arrangements separate for each target group could be a great advantage so the necessary attention to each group can be provided within a certain physical area that has special facilities and services for satisfying particular needs. On the other hand, this action could cause a feeling of discrimination if one target group is treated better than others. Thus, decisions about hospitality arrangements must be made with this issue in mind and should be assessed according to how they support the long-term objectives of the festival.
In business terms the hospitality industry is one of the world’s major industries, in the United States it is the second largest employer dominated mainly by chains, who operate in a highly competitive environment where aggressive marketing skills are needed to win guests. Individual companies have less chances of keeping up with this development, but they can still take over good practices and examples of the bigger co-operations, who have the money to provide comprehensive market research. Hospitality industry is made up of those businesses that either provide accommodation for the traveller, or prepare food and beverage services, or entertainment for the traveller. (Cf. Kotler et al. (1998), 773, 7-8) Since festivals provide all those services, they can also be seen as hospitality products that have a special accent on entertainment.
10.3.1 Accommodation
Camping is the main type of accommodation for members of the audience, performers, and festival workers at open-air festivals and is part of the festival experience contributing largely to a satisfying or dissatisfying event. Incorporated in the event planning it requires an adequate number of facilities and services, e.g. water supply, sanitary accommodation, catering facilities, telephones, recycling points, stewarding and medical facilities as well as fire equipment. Campsites should also have adequate lighting as well as secure accommodation where people can leave valuable articles since crime is a problem that can have a very negative impact on the festival experience. Stewards patrolling the campsite or using watchtowers to oversee the area could contribute to the prevention of uncontrolled fires and crime. (Cf. Health and Safety Executive (1999), 116-117) Camping areas should be separated into sections for security reasons regarding performers as well as to ease the orientation for campers, to allow for the management of each area, to control the densities and to provide information to campers. (Cf. Health and Safety Executive (1999), 113-114) Parking areas should not be too far away from camping areas and separated with appropriate fences. Providing entertainment facilities at camping areas can also influence crowd movement, e.g. a dancing tent open throughout the night will make some of the festival-goers attend the performances next day at a later point of the day.
10.3.2 Food And Beverage
Food and beverages are also part of the festival experience which is why their delivery, storage, preparation and sale need special consideration. This includes mobile catering units, catering stalls and marquees, crew catering outlets, hospitality catering, bars and other food or beverage vendors. (Cf. Health and Safety Executive (1999), 76) Suppliers of food, beverage and other services and products that are chosen for the festival must offer products that meet and even exceed the needs and expectations of festival-goers.
10.3.2.1 Licenses And Permits
Food and beverages are sold in great quantities at festivals, both of which require licenses. The organiser should assure that traders deliver, store, prepare and sale all food following the appropriate laws. The sale of alcohol requires a separate licence from the licensing authority that might require certain conditions like types of containers to be used, selling hours, etc. According to the Guide to Health, Safety and Welfare at Pop Concerts and Similar Events, vehicles that are used for dispensing food, drinks and other products should not be moved during the actual event when people are present. (Cf. Health and Safety Executive (1999), 121-122)
10.3.2.2 Water
The availability of water is a limiting factor on the audience size at all green-field events. Especially the logistics of moving big quantities of water needs to be planned carefully. Having independent water supply zones can prevent incidents with the water supply affecting the whole festival venue. (Cf. Health and Safety Executive (1999), 165-166) Generally speaking, a sufficient number of drinking water outlets should be provided throughout the venue within easy reach (i.e. one outlet for every 3000 persons), especially at first aid points, and sanitary accommodations. Separate water outlets for food vendors are also essential. Additionally, free drinking water should be provided where the audience is crowded, i.e. in the front of the stage area, since people are very likely to get dehydrated even faint as a result, collapse and be trampled. Water "showers" pointed at the crowd in front of the stage area can be very refreshing and pleasant for the crowd during high temperatures and intensive crowd movements. (Cf. Health and Safety Executive (1999), 121-122)
Glastonbury Festival being held on the outskirts of Pilton (which is a small village with adequate water supply for the village’s needs) requires 1 million gallons of water over a period of 5 days. Thus, additional water is being imported from a water authority reservoir by milk tankers, and a system of pipes is required in order to distribute the feed from various areas to the final delivery area. To ensure an adequate supply to all areas, the water is pumped around the system and its quality is being monitored continuously. For a week prior to the start of the festival and daily throughout the festival 20 samples a day are taken for bacteriological testing at a Certified Public Health Laboratory. The results are presented to the Environmental Health Officers who in turn resample several random points for their own testing purposes and comparison. (Cf. Hunt, R. (1995), Hunts Exhibitions Services, Glastonbury Festival Resources)
10.3.3 Four Stages Of Event Hospitality Success
The Ultimate Guide to Sport Event Management and Marketing suggests the following four stages of success regarding the event hospitality for VIPs, sponsor representatives, and other official guests. However, they can also be applied to other groups of individuals involved in the festival, i.e. the festival workers and visitors, in order to avoid the feeling of discrimination to arise. (Cf. Graham, S. et al. (1995), 83-99)
1.Stage: To identify the guests’ needs and expectations; to determine whether they are more active or passive, "Doers or Watchers," to understand their psychographic profile. The event organiser must be aware of the guests’ view of the festival in order to achieve a positive first and last impression of the event. The greatest impact on the guests is the last impression. For example an elaborate aerial firework and laser show, or special souvenirs that are handed to every departing guest can create lasting memories of the festival and induce positive word of mouth, which contributes to the event’s success, from the author’s point of view. Invitations can be considered as an expectation builder; thus, they need to be unique in their design in order to achieve a positive response from guests, but they should not promise services that are impossible to be provided.
2.Stage: Amenities are the extras that matter in order to exceed the guests’ expectations. Concierge-like assistance at separate entrances and in the venue, provision of programs and other material in order to make the guests feel well informed and important. Welcome signs in the train stations, hotels and streets, separate shuttle buses to the venue with extra service of refreshments and snacks will also contribute to a pleasant experience.
3.Stage: Observation and adjustment of a flexible hospitality program is necessary in order to ensure that the event satisfies the needs of the guests constantly, especially unexpected last minute needs. This can be achieved by observing the guests’ response to certain services, and directly asking if there are any problems. If a reception for the media is planned, the fact that journalists work long hours should be considered; food service should be made available for a longer period of time.
4.Stage: Evaluation and measurement of the event’s hospitality through directly asking the guests about suggestions for improvements, formal written evaluations, telephone interview and internal review with the event staff. The results of such surveys can be published and also send to prospective sponsors.
O’Tool concentrates on five aspects in his suggestion for a hospitality check list: (Cf. O’Tool, W. http://www.rootsworld.com/pangaea/events/hospitality.html, accessed 20/02/2000)
• Invitations: their design (that should be high quality and innovative), the method of delivery with time to reply (including hand delivery and email), invitation content including time, date, name of event, how to RSVP, directions, parking, and promotional material for the festival.
• Arrival of the guests: timing, parking arrangements, meeting and greeting (i.e. having someone to welcome the guests to the festival), reduce all waiting times (e.g. having a welcome cocktail while waiting to be booked into the accommodation).
• Amenities: have a separate area for guests (e.g. marquee or special hospitality tent), offer food and beverages with a special menu and personal service, separate, high quality viewing area of the performance with good views and facilities, special communication regarding signage and information desk.
• Gifts: tickets to the festival, souvenirs (e.g. programs, pins, T-shirts, CDs, posters), meeting the performers.
Departure: timing should not be at the same time as the audience.
10.3.4 Travel-Hospitality Packages
Special travel-hospitality packages, including travel arrangements and accommodation can be assembled by tour-operators and offered through travel agents or directly through the Internet. (Cf. Kotler et al. (1998), 9) Many tour-operators have already specialized catalogues with packages like this. Those packages need to be considered if special logistics requirements are necessary, for example additional hospitality tents, reserved camping for whole groups of people, etc. A suitable package for festivals cannot be exactly defined at this point, because it depends on all the specifications of the actual festival, its tourism infrastructure, and the attractiveness and image of the region or festival itself. A possible package would need to be assessed first for its feasibility and rentability from the tour-operators perspective with analysis of the advantages and disadvantages for festival organizers, which could easily blow up the frame of this paper. The focus of the paper is the organizational element of the festival, however the possibilities of extending its appeal through linking it with other tourism companies like tour-operators or travel agencies is given. Student travel agencies or tour-operators focused on students could be possible partners of festival organizers.
10.4 Suppliers
Subcontractors and suppliers of festivals provide food, beverages transportation, sanitary facilities, temporary structures, electrical systems, special effects and pyrotechnics, fire equipment, medical and first aid, waste disposal service. Contracting performers who provide the main component- the entertainment- are considered in the chapter ‘The Role of Event Management’.
To obtain the best terms from a supplier, several issues should be considered, e.g. the nature of the suppliers’ business, their equipment, typical payment terms within their business, etc. Furthermore, the calculation of extra charges, the deposit, close control of the purchase order, etc. also are important aspects that affect the cash flow of the event. (Cf. McDonnell, I. et al. (1999), 175) Specific conditions like date, time, and description of goods must be checked beforehand, in the planning stage. Subcontractors’ insurance regarding public liability, staff, etc. as well as specific health and safety regulations, correct council permits and payment schedules must all be checked. Logistic needs for suppliers at the event, as well as to and from the event must be determined in advance so that the facilities can be provided and arranged in a suitable set up. An overall supplier schedule avoiding clashes amongst suppliers and site on logistics must be provided with individual schedules given to suppliers showing arrival and exit times. A map of the venue should also be given to suppliers showing entrances, exits, loading docks and other facilities and specific site of interest. Additionally, a contact sheet must be given to suppliers showing communication for the day and emergency numbers. (O’Tool, W. http://www.rootsworld.com/pangaea/events/suppliers.html, accessed 20/02/2000) Suppliers of transportation for visitors, festival workers, and guests were mentioned in the previous sections of this chapter.
Glastonbury Festival receives in average 4000 applications for trading space every year, from which only less than one quarter can be given a stall. The organisers pay close attention to whether the applicants have a background of fair trading practices. Stall prices are determined by their function (e.g. fast food caterers are charged much more than craft stalls), the size of frontage, the location, the number of staff passes and the services they require. There are a number of problems that can arise after traders have arrived at the venue and their documents have been checked. For example, if traders bring different sized units than stated in their applications, having faulty electrical equipment causing circuits to short cut, traders who have underestimated the necessary number of staff. Each market has a management team to mark out and help the traders, gate staff, plain clothes security, and uniformed guards on duty at any time in the markets. To meet the needs of suppliers for grocery products, a wholesale market operates with articulated lorries delivering the supplies in the mornings. The supply of water and electricity is another big issue. Each market has several stand pipes and direct connections to caterers, eight massive 1250 kV generators which all boosts the expenses enormously. Additionally, cabling must be buried on site to link up the generators and the different requirements of 700 traders must also be met. The markets are arranged in circles, inside of which all the sanitary facilities, electrical and other services are stored. (Cf. Glastonbury Festival Markets, Glastonbury Festival Resources)
10.5 Security
10.5.1 Ticketing And Admission
Tickets for popular festivals are usually sold out well in advance. Therefore, security for ticketing with the purpose to ensure a safe collection, accounting, and deposit of funds would not be relevant for festivals that sell tickets in advance only from the authors’ point of view. However, forgery and scalping of tickets remain to be major concerns for event management officials. Thus, security workers for admissions need to be familiar with the ticket credentials and "...trained, supervised, and checked in and out of the operation to ensure fidelity... Some event mangers use a secret spectator system to catch dishonest ticketing and admissions workers committing a felonious act." (Graham, S. et al. (1995), 63-64)
According to Terry Cooksey, tickets must have at least the following data: relevant event information (e.g. name, location, time), price, seating information (which is not pertinent for most outdoor festivals), unique policies for this event (e.g. refunds, lost tickets, prohibited items), and relevant legal disclaimers (e.g. "The management reserves the right to substitute performers.") (Cf. Graham, S. et al. (1995), 128)
Many festivals, especially the ones which are over a longer period of time use plastic wrist bands for admission, which are placed on every individual’s wrist after checking the validity of tickets.
10.5.2 Access
"Venue access is a function of the design and location of transport and parking facilities and the design of access roads. Such facilities have to be able to cope with the peak demand as determined from the arrival profile." (Health and Safety Executive (1999), 16) If possible entrances and exits should be separate. The number of entrances depends on several aspects, some of which include: the directions from which people will come, the maximum number of people from each direction, the flow rate-which is determined by the design and width of entrances, as well as whether searching for harmful objects will be undertaken. (Cf. Health and Safety Executive (1999), 16) The queuing time will have an impact on the festivals’ experience and on the audience’s safety, e.g. long waiting time will cause crowd surges. Thus queuing systems must be planned carefully.
Aspects which must also be considered regarding the access to the venue and to separated secure areas include: (Cf. Graham, S. et al. (1995), 129-131)
• credential procedures as well as production and distribution of passes for the various groups with different access privileges (i.e. event staff, performers, volunteers, media, audience, VIPs, sponsors),
• plan with the set up of both the various secure areas separated by fences and credentialing areas with enough space for waiting lines, security and equipment;
• credential area signage which should be both integrated with the credentialing process and inconspicuous in order to avoid attention;
• the number of security guards and event staff on each entrance; policy on scalping of tickets.
Simple credentialing procedures and clear design of passes and tickets can reduce the queuing time considerably. From the author’s point of view, the training of security guards should not only encompass the identification of credentials and steps of action in certain situations, but also polite manners of dealing with the public.
Protection of performers is provided partly by separated areas with fences and security guards on the entrances checking valid passes, as well as police officials. However, in most cases performers have their own security guards. Thus, the responsibilities of each group must be communicated clearly to the other before the event.
10.6 Summary
Logistics include the efficient supply of customers to the festival product, and the supply of facilities and products to and from the event site. Careful attention to details is essential, because if part of the logistical requirements are overseen, it could have fatal consequences to the outcome of the festival.
The design of the venue, temporary structures, electrical systems and special safety and security requirements depend largely on the nature of the entertainment, location, size and duration of the event, the existing geographical, topographical and environmental infrastructure as well as the outcome of the risk assessment.
Hospitality should be seen as a caring attitude towards guests that helps identifying the special needs of every group of people involved in the festival and providing the right facilities to cater for those needs, which includes accommodation, food and beverage, etc. Transportation to the festival site is part of the event experience for festival goers on one hand, and it has a significant impact on road traffic and public transportation depending on the accessibility of the site and the size of the audience on the other hand.
Next
ReplyDeleteDistance Learning MBA in IT (Information Technology) from Symbiosis. In Future Business growth in the IT sector in India very big. Now IT sector is one of the sector which contribute maximum share in the economy of India.
Easily Boost Your ClickBank Commissions And Traffic
ReplyDeleteBannerizer made it easy for you to promote ClickBank products by banners, simply go to Bannerizer, and grab the banner codes for your chosen ClickBank products or use the Universal ClickBank Banner Rotator Tool to promote all of the ClickBank products.
I know that you might be deep in thought regarding KetoPhin BHB Weight Loss. I'll definitely try that. This is a trend that is echoed nationwide. This is, if you know what you're doing and weight Loss wasn't necessary to Weight Loss. It's basic supply and demand. We must keep our shoulder to the wheel. Here are a good many of the best opinions for your Weight Loss wherever I know that stuff.
ReplyDeletehttps://www.nutramini.com/ketophin/
https://www.nutramini.com/renegade-meta-pro/
http://latestreviews.over-blog.com/drone-xtreme-reviews/
http://nutragrow.over-blog.com/toxifort-thailand/
https://nutramini.blogspot.com/2019/12/ketophin-bhb.html
http://nutramini.over-blog.com/ketophin-bhb/
We're very organized
ReplyDeletebut that is precisely what we can do with Gadgets. For what this is worth, I did this anyhow or leading Tech Products amigos agree that it frequently takes Tech
Products to do that. We're in denial. This is better to leave that unspoken.
AOL support number
powervolt energy saver
ReplyDeletelest ye be judged." You actually ought to comprehend what you're
aiming to do.
PowerPro Energy Saver
Mosquitron
Buzz B Gone
very useful.
ReplyDeletecorso per auditor