Chapter 15Human Resource Management

รศ.ดร.เสร� วงษ์�มณฑา

1

Organisation chart for a product launch.

Tech officer operations

Tech officer operations

Tech officer support

Tech officer support

audio-visual operator

audio-visual operator waiterswaiters bar personbar person chefchef Admin/sales

supportAdmin/sales

supportAdmin/sales

supportAdmin/sales

supportAdmin/sales

supportAdmin/sales

support

Technical Operations Manager

Technical Operations Manager

Director Research and Development

Director Research and Development

Hospitality and Catering

Manager

Hospitality and Catering

Manager

Customer Relations Manager

Customer Relations Manager

Media manager

Media manager

Event Manager

Event Manager

Director MarketingDirector

Marketing

• Product displays• Product kit• Tech support

• decor• catering service

• invitations• program• speakers

• media invitations• media releases• advertising• media liaison

• set-up• cabling• arrange product display and operation• demo

• technical manuals• product specifications• demo

• lighting• sound• audio-visual

• room set-up• drink service• food service• clearing

• bar set-up• bar service• point of sales

• hot and cold• snacks• hot drinks• pastries

• invitations rsvp• guest list• greet, seat• sell products

• program• audio-visual presentation• greet, seat• sell product

• media invitations• product kit production• greet, seat• distribute kit

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Organisation chart – Day of Fun Run

Contest/Race Manager

Contest/Race Manager

Event DirectorEvent Director VolunteerCoordinator

VolunteerCoordinator

Event Stakeholders• Emergency services• Police• Media• Sponsors

Marketing/Sponsor Liaison

Marketing/Sponsor Liaison

AdministrationAdministrationOperations

(visitor service)

Operations (visitor service)

Operations Manager (Support service)

Operations Manager (Support service)

Race LogisticsRace Logistics

Timing and CeremoniesTiming and Ceremonies

Race Volunteers

Race Volunteers

Communications Control

Centre

Communications Control

Centre

Traffic and Parking

Traffic and Parking

Security

Cleaning and Waste

Management

Information Booth/ Lost and Found

Information Booth/ Lost and Found

Merchandise Sales

Merchandise Sales

Vendors (includes catering)

Volunteers (customer service)

Volunteers (customer service)

RegistrationsRegistrations

TicketingTicketing

Information TechnologyInformation Technology

VolunteersVolunteers

Public Relations

Public Relations

Communications Control Centre

(radio channel one)

EMERGENCY

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TRAINING1. General outline2. Venue information3. Specific job information

3.1 shift routine and specific tasks– Location of check-in area and check-in

procedure– Reporting for shift and briefing– Uniforms and equipment– Incident reporting system– Supervision– Specific roles– Breaks and meals– Debriefing and check-out

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3.2 Venue operations– Venue organisation and support

operations– Staffing and policies/rules– Emergency procedures– Radio procedures– Other relevant procedures

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3.3 General event information– Event outline and objectives– Event audience expectations– Transport– Related local services information– Contingency planning

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Key aspect of professional customer service.

Customers will see us as PROFESSIONAL

if we are:

Customers will see us as PROFESSIONAL

if we are:

well-informedwell-informed

courteouscourteous

Calm and composedCalm and composed

helpfulhelpfulproactiveproactive

identifiableidentifiable

Proud of venue

Proud of venue

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PREPARING STAFFING POLICIES

1. Work in a safe manner2. Do not endanger the health and safety of

others3. Report all accidents and incidents4. Protect the confidentiality of the event

organisation and sponsors5. Do not say anything derogatory about

any aspect of, or person involved in, the event

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6. Refer media questions to the correct persons7. Look after equipment, uniforms and other

assets8. Act in a polite and courteous way to

spectators and team members9. Use and abuse of alcohol or drug while on

duty is prohibited10. Act in a financially responsible manner11. Follow reasonable instructions of

supervisors and senior event staff

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Tangible rewards include:

• Merchandise• Tickets• Post-event parties• Recognition certificates• Statement of duties performed• Meals and uniforms of a high standard• Badges, memorabilia.

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MANAGING VOLUNTEERS

• Volunteers have the right to be treated as co-workers

• They should be allocated a suitable assignment, task or job

• They should know the purpose and ground rules of the organisation

• Volunteers should receive continuing education on the job as well as sound guidance and direction

• They should be allocated a place to work and suitable tools and materials

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• They should be offered promotion and a variety of experience

• Volunteers should be heard and allowed to make suggestions

• They must be adequately insured• They should be given a reference at the

end of the event

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The personal benefits, as perceived by volunteers, were:

• Personal satisfaction• Social contact• Helping others in the community• Doing something worthwhile• Personal or family involvement• Learning new skills• Using skills and experience• Being active

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Chapter 15Human Resource Management

- The End -