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
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