after action report · 2. program overview 3. organizational chart 4. report card 5....

2009 Special Olympics World Winter Games

All-Star Fan Program

After Action Report

Presented by:

April 17, 2009

All-Star Fan Program


After Action Reports

Provided by The CE Group

April 17, 2009

Table of Contents

1. Cover Letter

2. Program Overview

3. Organizational Chart

4. Report Card

5. Recommendations

6. Operational Area Evaluations

a. Accommodations and Food & Beverage

b. Administration and Operations Center

c. Airport Gate Greets

d. Awards Presentations

e. Coffee Walks

f. Credentialing

g. Database Management

h. Décor Design Plan Including Signage

i. Dine-Around

j. Guest Management

k. Hotel Contracts

l. May I Serve You

m. Opening Ceremony Parade of Athletes

n. Opening Ceremony Photography

o. Program Operational Plan

p. Project Director

q. Technology

r. Tracks

s. Transportation

t. Volunteers & Guides

u. Welcome Center

Program Overview

All‐Star Fans Program

The All‐Star Fans program is the hospitality program for top Special Olympics Global Supporters. The Program is organized and executed by Special Olympics International, with cooperation from the 2009 Special Olympics World Winter Games, Idaho, USA.

• Participants include Celebrities, Government Leaders, Corporate and Individual supporters and other dignitaries

• Size of Program is 250 – 300 people (120 – 150 groups or delegations)

• Custom‐designed schedule of events centered around the principles of engagement, education and service

• Wave program:

– Opening Wave 2/6 – 2/9

– Sun Valley Experience 2/9 – 2/13

– Medaling and Competition Wave 2/11 – 2/14

• Hotels

– Host: The Grove, Boise, Idaho

– Overflow: Hotel 43, Boise, Idaho

– Sun Valley: The Lodge and The Inn, Sun Valley, Idaho

President & COOBrady Lum

Overall ProgramPeter Wheeler

Project AdvisorLiz Warwick

(CE)

Project AdvisorJanet Holliday

(CE)

2. Strategy/On Site Messaging3. Guiding Principles - Host, Guides4. Volunteer Training - Hosts, Guides5. Project Integration6. Back-up for Christa7. Vol, Guide, Host Problem Resolution

OPS CenterSmiley(MH)

Credentials Emily/Joanne

Hotel Management(Inc. Accommo)

Sissie(CE)

Overall Tracks

Liz(CE)

Guide + Host MgmtLisa

Security(TBC)

Technology(SOI)

TicketingKim

TransportGreg(MH)

2009 ALL STAR FAN ProgramOn Site Management

Events & Guest Advisor

Kim Widdess

Corp. AdvisorTanya Baskin

Director of OperationsChrista Scannell

(CE)

ChairmanTim Shriver

1. Overall Team/leadership 2. Ops for Events3. Ops Problem Resolution4. GOC Ops liaison5. Overall Signage6. Design/Look of Hotel

Games AdvisorLee Todd

GOC COOKirk Miles

GOC Liaison Program

Kim

1. Sponsor Liaison

1. Parade Plan2. CE Team Advisor

1. Approvals on all work2. Budget3. Messaging/Comms - Guests + MDs

Hospitality Lounge

Julie Pierce(CE)

Guide, Host + Volunteers ProcessingLisa Dietz

MVP OpsGail Hawkins

1. Overall SOI Approvals2. Tracks Design3. SOI Mgmt Briefings4. Guest Problem Res.

Dine AroundMISY

Cassie(CE)

Advance Team

(Booz-Allen)

GuestSchedulers

GW

Guest Management

Emily U.(CE)

Guest Services

Stacy Warner(CE)

AirportGreet +

PhotographyShane Kyle

(CE)

Daily Gifts & Welcome Packets

(CE)

GuestItinerary

Schu(CE)

NOTE: Festival, Sports Experience and Sun Valley not on this chart

MHVolunteerManager

Mark

DatabaseSchu/Kevin

(CE)

January 22nd, 2009Created by

Ceremoniesand

AwardsMaritza

(CE)

ParadePlanning

Kari(CE)

1. Track Planning & Execution

MVP IntegrationHotel 43

Joanne Maldonado

GW Intern

GWIntern

TrackManagersEmily P.Michele

(CE)

the ce groupe v e n t b a s e d m a r k e t i n g

2009 All‐Star Fan Program Report Card

Objective Result

Program Enhancements ‐ Experiential Touchpoints

Dedicated Guest Manager

Concierge style service by Emily Urban (CE) conducted thorough outreach by phone & email to most guests from the Save the Date through final plans and on site coordination.

May I Serve YouGuests were energized by this up close and personal opportunity to interact with athletes.

Unified ActivitiesThese events leveraged the celebrity component nicely with athletes and guests for memorable, unique experiences.

Opening CeremoniesParade of Athletes

Successful planning and execution integrating ASF guests with athlete delegations. Photos were generated, but in room delivery a challenge with quick turnaround and sheer number of photos processed.

Dine Arounds

Four dine around's with hosts allowed guests from the first night to interact with SOI's best advocates in a relaxed intimate setting. Great tone‐setter for the weekend.

Private Dinner

On Wednesday night, Tim Shriver and Michelle Kwan hosted a private dinner at local restaurant. We had several high profile guests who had just arrived and this provided an excellent setting for messaging and welcoming this group.

Award PresentationsExcellent option for those guests who stayed past the first weekend or arrived for Closing Ceremonies.

Youth RallyVery positive and uplifting event with excellent messaging giving guests chance to see how young people react and get involved.

Sports Experience

The Coca‐Cola volunteers really appreciated their role and opportunities to be impacted and to help create impactful moments between athletes and guests.

Healthy AthletesSingle best moment for many guests to tour and understand this significant program.

Program Enhancements ‐ Operations

Database ManagementIn the end, the GEMS system delivered the necessary reports for guest management.

TransportationOvercoming many obstacles, transportation plan executed by professional manager and skilled volunteers delivered.

StaffingExperienced staff can deliver on plans, remain flexible and respond effectively to changes and new demands.

New Program Elements ‐ Sustainable Model

Waves

Promotion of the wave format provided impetus some for Sun Valley Experience and encouraged some guests to attend later in the week. Most guests arrived and departed not according to wave dates with very few staying past Monday.

P FWhile challenging to implement, the fee structure can be

f l i h djProgram Fees successful with some adjustments.

New Program Elements ‐ Program Design

All‐Star Fan and MVP Programs

Introduction of two programs handled very well by enlisting SO leadership . With more planning time, future GOC's can provided even better service for the MVP guests.

TracksAs ASF program grows to include more guests that are new to SO, tracks will be effective program to achieve goals.

Program Recommendations Provided by The CE Group April 17, 2009 In May, 2008, The CE Group was asked by Special Olympics International to outline a scope of work and a staff support plan that could deliver first class service and experience to the Honored Guests Program of the SOI at the 2009 World Winter Games in Idaho. The final contract for program management services included four senior level management positions – Janet Holliday as Project Advisor, Liz Warwick as Project Director, Christa Scannell as Operations Director, and Emily Urban as Guest Services Manager. SOI chose to pursue volunteer or internal staff to complete functional area staffing and support roles. Ultimately, The CE Group waived the fees for 10 of our most senior level event managers representing over 1,500 hours of time dedicated to the successful execution of the program. This donation equates to $96,550 in billable fees. In addition, CE donated over $5,500 in goods to the Games and the ASF program. Hopefully you saw for yourselves that this program could not have been done without the full team in place. As much as we value the contribution of volunteers or internal staff reassigned for the Games, a program of this nature cannot be effectively and efficiently managed with volunteers or inexperienced staff who know nothing about event management, logistics, or the handling of VIPs. The CE Group was guided throughout planning process by the objectives of the program that were identified in the May Board meeting and as a result of the internal audit:

1. Design a long term engagement and stewardship strategy related to the management of the external partners, celebrities and leaders that produce the foundation of the All‐Star program.

2. Determine strategy for overall program design and communications.

3. Create a new funding model that is sustainable.

4. Launch a new operational model with adequate staff support that is sustainable.

As you prepare for Greece and the 2011 Games, we recommend the following for the ASF program:

• Conduct a budget and planning summit that addresses the program goals and objectives versus the budget and viability of revenue generating guest packages.

• Budget for additional professional management in transportation, guest services, accommodations, and talent management.

• A defined relationship, with Guiding Principles, between the GOC and SOI.

• An RFP for the selection of the hotel, in order to maximize on terms and conditions for SOI and minimize financial risks.

• A SOI manager/executive level point of contact dedicated to the ASF and MVP programs.

• Or consider turning over the whole program to an Event Management and Production Company, who can truly take ownership of the entire program and deliver it as an integrated entity. The piecemeal approach that the CE team experienced in the 2009 Games was energy and time depleting and counter‐ productive to delivering a first class program.

AFTER ACTION REPORT FUNCTIONAL AREA: Accommodations and Food & Beverage MANAGER: Sissie Henges PURPOSE: This department is for the efficient planning and management of anything related to ASF hotel rooms in any hotels (for staff and guests). This department is also responsible for the healthy and cost efficient meal planning for all staff and volunteers while on site, for all guest’s program meals, for all special event F&B, for all special F&B amenities that are sent to VIP rooms.

DUTIES INCLUDE:

Pre‐Planning:

• Manage rooming list • Draft hotel resume • Review BEOs for all food functions – ops center, guest lounge, executive office, daily meetings as

scheduled, guide/host break room, dessert reception, brunch • Connect with Hotel F&B/Chef on dessert party menu • Connect with Hotel and florist on décor/layout for dessert party • Connect with Front Desk about staffing and problem resolution • Determine plan for Pre‐Opening Ceremonies brunch (space and menu) • Determine floor plans for all F&B functions (Christa to do layouts for office space) • Determine staffing with hotel for public outlets • Recommend procedures for Coke products in outlets • Facilitate water and fruit baskets getting to rooms for guests • Coordinate room deliveries with CE staff • Draft content and run of Show for CE Group/Hotel staff briefing • Draft agenda for January pre‐con meeting • Facilitate pre‐con meeting with Christa • Other work as requested by Christa or Liz • Final reports to include recap and recommendations

On Site:

• Manage relationships with all hotel management staff • Rooming list updates • Master account review • Oversee levels of service and ensure adequate staffing for outlets and service to rooms • Deliver services as outlined above in planning section

Projected January days based on 12 hour days:

• 5th – 9th – 1 day • 11th‐15th – 5 days in Boise • 19th – 23rd – 4 days • 26th – 31st – 3 days

Projected February days: 1st ‐15th ‐‐ 15 days

WHAT WORKED:

The best thing was that the hotel worked! Everyone, with a few exceptions, buckled down and did their job. We had many anxieties that did not materialize. The problems were minor, the guests took it all in stride and Boise was a wonderful host. The months of planning and communication, including some candid conversations related to potential service issues resulted in The Grove executive and management staff delivering on promised oversight and quality of service.

CHALLENGES:

Daily challenges that loomed were numbers for how many people would dine at any given event. Guarantees were made and, more often than not, were overreached. We came up with categories and formulas to ascertain guaranties, but surpassed most of our numbers with great regularity. There were many people on the 3rd floor where meals were served and it was challenging to control who had appropriate access to provided meals.

Due to being slightly over‐extended, I was not present for all meals and had to eventually trust the numbers that were given to me by the catering staff. Judging by their accuracy on the days when I was present, I had to believe they were being honest when I was not there.

With such a large proportion of the guests either confirming reservations or changing plans up to the very last day, there was never an opportunity to “hand‐off” guest room management from Emily Urban (guest manager) to Sissie Henges (accommodations manager). To maintain efficiency of information flow between the program and the hotels, Emily remained the point on rooms.

RECOMMENDATIONS:

Hotel contracts and food and beverage costs are significant expenses and require intense monitoring and communication among all parties. We recommend an SOI finance staff member be assigned early in the planning to participate in the contracting and budgeting process so that deposits, guarantees, pricing, master account reviews, and final billing are well vetted, understood and executed. This should lead to better cost control overall. In addition, guests should be required to register for rooms by contracted deadlines or face higher room rates at their own expense.

After Action Report

Functional Area: Administration and Operations Center

Manager: Christyn Schumann (CE Group)

Objective: This department is the general on‐site office for administrative support and supplies as well as the center for disbursement of any technology (radios and cell phones).

Duties: • Set up general office and desk top stations for all senior SOI staff/dept managers • Oversee the office from 6am to 9pm daily • Order and stock the supply closet – with any office supplies needed • Manage the two volunteers that are there for additional typing and computer support – to include

the writing of VIP cards for room drops, redo guest itineraries, providing schedule support (typing) for Executive Management, updating contact sheets, etc.

• Field any general telephone calls and transfer to appropriate staff • Sign out radios and cell phones to appropriate staff • Oversee packing and shipping of any materials back to Washington, DC and San Antonio, TX • Overall responsible for ‘shutting down’ on site office at conclusion of program • Monitor information from venues and operations centers constantly • Monitor progression through tracks of ASF guests • Manage access control staff to maintain credential only access to Grove 3rd floor • Sign out radios and cell phones to appropriate staff and volunteers • Provide After Action Report after conclusion of the program

What Worked: • Team Effort – Running the ops center really had to be a Team Effort. I did head it up, but could not

do everything. It was great that people volunteered to step into roles, for example: o MH guys (Smiley, Beau) with radio/phone checkout o MH guys and volunteers answering the phones o Julie Pierce helped with packing, shipping, and overall organization

• Our “office space” was not ideal – but we made the most of it and did the best we could do with what the best of Boise had to offer.

• As we finished different stages of the project, Julie Pierce and I were diligent in wrapping up and closing out as we went. But doing this throughout, we didn’t have so much to do at the back end.

• Office Depot was across the street. Once Peter set up the SOI account, it made getting supplies much easier.

• Adecco Temps – They were extremely helpful in a time‐crunch… life‐savers! • Keys – I had the office spaces re‐keyed and only distributed 5 copies of the keys. As for the spaces

with swipe cards, both Christa and I always had a Master key. So we had good control there. • Every single phone and radio was returned!!! Challenges: • I was unaware of how many individuals/teams would be needing space and resources at the ASF HQ

at the Grove Hotel. Last minute additions and changes came up whose demands/requests I was not

able to satisfy immediately. It came across as me being ill‐prepared and insensitive to other groups’ needs, while in reality I was never made aware of their needs to begin with. We did all we could to meet these requests as they arose but sometimes simply didn’t have the space or resources to do so.

• People were always in‐and‐out of the ASF Ops Center. Putting a “STAFF ONLY” sign on the door helped to an extent, but there were still people in the room that didn’t necessarily contribute to an efficient command center.

• Loading dock closed at 5pm – this made it difficult to take deliveries after‐hours. • The swipe cards continually malfunctioned causing us to spend a great deal of time getting new keys

made, etc. This was a hotel issue. • Sprint push‐to‐talks. With a sudden change with our Sprint contact, we got the phones last minute.

Additionally, no one could determine exact phone quantity needs, so we over‐ordered and many of the phones weren’t even used.

• Supplies. It was difficult to get an answer on how to handle supplies. Ship from SA, ship to DC, get from GOC, buy on‐site, etc… The relationship with the GOC was “interesting” in that they weren’t very interested in sharing much with us. We were told to have “sticky fingers” when we went over there, which we didn’t feel comfortable with.

Recommendations: • Phones – I think the push‐to‐talk phones are a really great tool that can be very useful. They are a

somewhat new technology to many of us, so have somewhat of a learning curve. But if a little time was invested at the front end and the phones could be properly programmed, our communication would be much improved. We could rely on phones completely instead of radios.

• Clear boundaries and designation of who the various offices are intended for. This means more advance planning regarding who would need space at HQ. We could have set up more office space and allowed for more overflow, but we just didn’t know in time. Then everyone would have had their own space and people could accomplish their tasks more efficiently.

• In a perfect world – a space that is better suited as an event HQ would be ideal. (no offense to the Grove). Updated phone system, wifi, higher ceilings, better lighting, windows, etc.

Documents to Include: • 3rd Floor Layout Site‐Map • Contact List

Grove Hotel - Third Floor Layout

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ASF CONTACT LIST

Co. Last First Title/Role Email Phone Cell Fax Address

SOI Baskin Tanya

Corp. Advisor, Sponsor

Liaison [email protected] 202/824-0202 202/215-7130 202/347-3460

1133 19th Street, NW

Washington, D.C. 20036

SOI Chursov Andrei [email protected] 202/390-2554 202/390-2554

SOI DeQuatro Cheri [email protected] 619/985-7823 202/390-5982

SOI Dietz Lisa

Volunteer Logistics and

Administration Mgr. [email protected] 202/824-0228 508/776-1016 202/824-0200



SOI Gully Kevin Global Event Marketing [email protected] 202/824-0329 202/422-5980 202/824-0354



SOI Igbon Kemi [email protected] 240/305-9894 240/305-9894

SOI Lenox Dave [email protected] 703/609-0981



SOI Lum Brady President & COO [email protected] 202/824-0302 404/281-1619



SOI Maldonado Joanne

Senior Manager of Global

Event Marketing [email protected] 202/824-0229 703/795-5311 202/824-0354



SOI Maxwell Donna [email protected] 866/557-0379 866/557-0379

SOI Namzemzadeh Shirin [email protected]

SOI Neill Steve [email protected] 202/824-0252 857/998-1864



SOI Patton Matt [email protected] 978/604-0691

SOI Proctor Rosa [email protected] 703/927-9203

SOI Shriver Tim Chairman & CEO [email protected] 202/824-0263 202/215-2553



SOI Todd Lee Games Advisor [email protected] 202/628-3630 208/919-1604



SOI Wheatley Joan [email protected] 703/615-4989 703/615-4989

SOI Wheeler Peter

Vice President of External

Affairs [email protected] 202/628-3630 202/215-2549 202/824-0354



SOI Wheeler Holly [email protected] 703/786-8434

SOI Widdess Kim

Senior Director of Global

Event Marketing [email protected]

202/628-3630

x1367 202/280-0478 202/824-0354



SOI Zorio Betsy 703/380-7848

GOC Main Line 208/938-5505

3150 W. Main St.

Boise, ID 83702

Page 1 of 4 Updated by CE Group 4/17/2009

ASF CONTACT LIST


GOC Fisher Chip Chairman & CEO [email protected] 208/377-7151 208/380-3249 208/939-5508

3150 W. Main St.

Boise, ID 83702

GOC Hawkins Gail Manager, Guest Services [email protected] 208/377-7197 208/919-1599 208/939-5508

3150 W. Main St.

Boise, ID 83702

GOC Miles Kirk

VP, Chief Operating

Officer [email protected] 208/377-7184 208/380-3651 208/939-5508

3150 W. Main St.

Boise, ID 83702

GOC Myers Denise

Exec. Admin. Asst. to Chip

Fisher [email protected] 208/377-7204 208/571-9130 208/939-5508

3150 W. Main St.

Boise, ID 83702

GOC Walker Michele

Sr. Dir., Press Ops & Event

Services [email protected] 208/377-7168 208/602-2642 208/939-5508

3150 W. Main St.

Boise, ID 83702

CE Caughlin Drew Transportation Mgr. [email protected]


ASF CONTACT LIST


CE Chapman Kari

Guest Experience

Manager [email protected] 210/820-2107 210/213-5599 210/820-2199

100 Montana St

San Antonio, TX 78203

CE Hager Cassie Events Manager [email protected] 210/569-6936 210/254-8558 210/822-7723

200 East Grayson, Ste. 212


CE Henges Sissie

Accommodations




CE Holliday Janet Program Advisor [email protected] 210/569-6970 210/365-4799 210/822-7723



CE Kyle Shane

Guest Experience




CE Lago Michele Track Manager [email protected] 650/483-4946

71 Madera Ave

San Carlos, CA 94070

CE Parker Emily Track Manager [email protected] 210/569-6934 210/204-2281 210/822-7723



CE Pierce Julie Hospitality Manager [email protected] 210/569-6915 210/860-0239 210/822-7723



CE Quiroz Maritza

Production Mgr. for

Ceremonies [email protected] 210/569-6952 210/323-9345 210/822-7723



CE Scannell Christa

Program Operations

Director [email protected] 210/569-6937 210/241-9677 210/822-7723



CE Schumann Christyn Guest Services Manager [email protected] 210/569-6924 210/548-9157 210/822-7723



CE Urban Emily Guest Services Director [email protected]

202/824-0292

x1292 202/413-5344



CE Warner Stacy Guest Services Manager [email protected] 919/599-6731



CE Warwick Liz Program Advisor [email protected] 404/370-9807 404/667-7502 404/370-9807

457 Kirk Road

Decatur, GA 30030

MH Fentress Jeremiah Sports Experience [email protected] 208/828-2813 208/371-4284

1210 Alpine St. Bldg 1319

Mountain Home AFB, ID 83648

MH Handley Keith Guide Volunteers [email protected] 208/828-2440 860/324-4879



MH Juliana Ronald Transportation [email protected] 208/828-3916 208/867-5927



MH Novak Mark Overall POC [email protected] 208/828-1669 208/590-0048

1210 Alpine St, Building 1319


MH Piper Beau Ops Center [email protected] 208/828-2815 208/590-4034



MH Smiley Jeremy Ops Center [email protected] 208/590-1392



MH Wickard Greg Transportation [email protected] 208/828-4071 208/590-1408

275 Aardvark Ave



ASF CONTACT LIST


Grove Main 208/333-8000 208/333-8800

245 South Capitol Blvd

Boise, ID 83702

Grove Adams Rene

Director of Sales, Catering

& Marketing [email protected] 208/472-3353 208/841-4135 208/424-2177


Boise, ID 83702

Grove Rankin Nancy

Director of Conference

Services [email protected] 208/472-3358 208/919-3279 208/424-2177


Boise, ID 83702

Grove Schofield Kathy

Convention Sales

Manager [email protected]

208/472-3354

x2180 208/859-9238 208/424-2177


Boise, ID 83702

Grove Turner Travis Qwest/Video [email protected]. 208/424-2200


Boise, ID 83702

H43 Main 208/342-4622 208/344-5751

981 Grove St

Boise, ID 83702

H43 Dyer Dilara Director of Sales [email protected] 208/287-1482 208/921-0615 208/344-5751

981 Grove St

Boise, ID 83702

SV Alldridge Beth [email protected] 608/335-1621

2233 Williams Point Drive

Stoughton, WI 53589

SV Moloney Pat [email protected] 208/385-9510 208/573-0896 208/389-9024

1680 Shaw Mountain Rd

Boise, ID 83712

Showcase Baker Rob Transportation - Limo [email protected] 208/938-1726 210/870-8057

Photo Beckman Rich

Knight Chair of Visual

Journalism [email protected] 305/284-2726 305/213-5377 305/284-5205

5100 Brunson Drive

Coral Gables, FL 33146

Fisher Bishop Roger Printers/Equipment [email protected] 208/947-3646 208/850-3661 208/947-3491

575 E. 42nd St.

Boise, ID 83714

Fisher Herndon Laurel Printers/Equipment [email protected] 208/947-3639 208/631-7202 208/947-3491

575 E. 42nd St.

Boise, ID 83714

Fisher Sellman Terry Printers/Equipment [email protected] 208/599-0662 208/599-0662 208/947-3491

575 E. 42nd St.

Boise, ID 83714

TGI Machiela Jason Branding [email protected] 312/977-1800 312/493-3784

188 N. Wells Street, Ste. 202

Chicago, IL 60606

TGI Remedi Brian Branding [email protected]

312/977-1800

x106 219/746-4850

188 N. Wells Street, Ste. 202

Chicago, IL 60606


After Action Report

FUNCTIONAL AREA: Airport gate greets

MANAGER: Shane

OBJECTIVE: Every All-Star Fan will be greeted upon arrival at the gate at the Boise International Airport

(commercial flight) or on the tarmac at either Jackson Jet Center or Western Aircraft (private aircraft).

All-Star Fans will arrive in Boise to a gate welcome and be ushered to the Grove Hotel or Hotel 43 as

expeditiously as possible by assigned guide, airport personnel, program staff, and transportation

support.

THE PLAN:

Arrivals

• ASF airport operations will monitor flight arrivals from an assigned 3rd

floor conference room at

BOI.

• ASF airport transportation will operate from the ground floor rotunda desk near baggage claim.

• Guides will be scheduled to arrive at Grove Hotel for ride to airport with at least 30 minutes

prior to confirmed arrival.

• Guides, SO athletes and ASF staff will be escorted through security to gate. Please note, normal

security requirements apply, but our greeting group will be issued special passes required in

place of boarding pass and will be escorted to front of line by airport personnel.

• All guides will submit their full name and birthday so that they can be issued a no fly pass so that

they may enter the gate area. List will be forward by Feb. 2nd

.

• Guides will be advised to wear slip off shoes and avoid wearing anything that may slow the

security process

• Shane will have an airport escort since he will be traveling several times through security (Note:

Shane will also be carrying photography equipment)

• Guest will be greeted at the gate by a Guide and Guide Coordinate (Shane Kyle)

o A few guests may need to be greeted by an additional SOI personnel (i.e. Tim Shriver).

Jerry will be made aware of these special guests that will require more than the guide

and guide coordinator.

• The transportation coordinator will be advised to wait in Parking E, dispatch will notify the

transportation coordinator when guests arrive

• All mini-vans, sedans, buses, etc. that will be picking up All-Star Fans will have a loading pass in

the front window

Departures for special requests (not utilized)

• The guest will go to the ticket counter and then escorted to a holding area

• Once the flight started to board, the guest will notified and then be escorted by BOI operations

staff to the front of the security line

• Or these guests may choose to go through a private screening.

o guests will be made aware the security line is the most efficient process.

WHAT WORKED:

• Having a highly flexible and easygoing coordinator in Jerry King was a huge help.

• Having plenty of volunteers was great – especially during the heavy traffic times.

CHALLENGES:

• Though flight times were advanced as much as possible (internet, AR/DEP board in airport,)

some times and or flight numbers/gates changed with no notice.

• Some info not shared between dispatch and runners, resulting in loss of guest location. There

were a few times when updated info that dispatch had (flight changes, etc.) was not

communicated with the runners. Timing changes heavily affected coordination of gate pickups.

• Many guests seemed unaware that they would be met at the gate and moved right past

greeting group holding name placard. CE resolved by having volunteers work the baggage claim

area to identify “missed” guests.

RECOMMENDATIONS:

• Ideally one person to remain in ops center (airport) with internet access to advance flight times

and numbers, and direct communication with dispatch. This would enable them to update

runners via radio out on the floor, especially during peak times.

• Also, advance recommendations of proper arrival gifts for dignitaries - heads of state, royalty,

etc. Consulate did not always take care of this, though they were there to get them.

After Action Report

Functional Area: Awards Presentations

Manager: Emily Urban

Objective: Assist with the scheduling involving the integration of ASF guests into the awards program so

they have the opportunity to present awards to the athletes.

The Plan:

Pre-planning: One Manager, two assistants (at later date)

Staff on site: One Manager, two assistants

Duties include:

• Create Awards schedule for all ASF and MVP guests

• Collaborate with GOC to populate Awards Schedule

What Worked:

• Awards Schedule was simple to create with input from the venue managers

• GOC helped fill in most presentation slots, while ASF guests could add on at any point

• Awards Commissioners at each venue provided scheduling changes and presentation training

Challenges:

• Changes in Awards presentation times caused guests to miss presentation or wait for long periods of

time, however most guests were understanding that competition went shorter or longer than

expected

After Action Report

Functional Area: Coffee Walks

Manager: Stacy Warner (CE Group)

Objective: The Boise City Department of Arts and History invites Special Olympic World Game All-Star

Fans to experience downtown Boise's public art through an information guided tour. This service is

provided to share the history, stories, and symbolic meanings of diverse public artworks.

The Plan:

The Boise City Department of Arts and History invites Special Olympic World Game All-Star Fans to

experience downtown Boise's public art through an information guided tour. This service is provided to

share the history, stories, and symbolic meanings of diverse public artworks. Guest will enjoy a first-

hand opportunity to learn about how artists are selected, where their inspiration comes from and how

the artwork reflects the community for which it was made. Boise, the second city in Idaho to pass a

percent-for-art ordinance, has demonstrated great community leadership through its sponsorship of

numerous public artworks. In a very short time, Boise has accumulated over forty outdoor public art

pieces as well as a collection of over 50 visual and literary works entitled the Boise Visual Chronicle,

which offers area artists' perspectives on contemporary Boise.

Tours are scheduled leave from the Grove lobby at 9am on Sunday, Monday, Tuesday, and Thursday.

The tour requires considerable walking in the downtown area, so please dress according. Each tour is

approximately 1.5-2 hours in length.

What Worked: This was a great opportunity to offer to All-Star Fans. Although many took advantage of

the coffee, tea, and hot cocoa offered in the lobby and used that time and space to mingle with other

fans, no one actually choose to go on the walks/tours that were offered. The willingness of the Boise

City Department of Arts and History to provide guided tours at no cost and the tour guides’ flexibility

were also positives.

Challenges: The cold weather and early morning time slot most likely deterred many fans from

participating on the walk. In addition to this, the option to attend the walks without signing up also

proved to be a challenge.

Recommendations: The coffee walks might have been more successful if All-Star Fans had to sign up to

participate on the walks/tours or if the walks/tours were a part of a track. The coffee walks were a

creative idea that added an activity with local flavor and would have provided All-Star Fans with some

insight into the history and art that the host city had to offer. Overall, it is recommended that this

activity be continued, possibly in an afternoon time slot, and it is suggested that fans be required to

“sign-up” for the tours one day prior.

After Action Report

Functional Area: Credentialing


Objective: Use the confirmed guest and staff list to have credentials printed for the All Star Fan program

and distribute these credentials at check-in.

The Plan:



Duties include:

• Ensure that all the necessary fields are in the database for the credentials information

• Establish a relationship with the lead of the credentials process for the GOC

• Understand the Arrival pattern of guests and ensure that the credentials are ‘in hand’ when guests

arrive

• Create all ‘Welcome Packet’ information to go with credential

• Determine distribution process for Welcome packet and credential

• Determine badging/credential for all staff

What Worked:

• Early list of credentials were produced in a timely fashion and most guests received a credential

immediately upon check-in

Challenges:

• Last minute credentials were not produced in timely fashion

• GOC division of Credentials did not want to print generic ASF Guest passes which were

requested early in advance. The generic passes would have been helpful for last minute guests

and by the time they were produced guests had checked in and left without any type of

credential.

Recommendations:

• Create generic passes or day passes that can be used by guests who arrive at the last minute or

for guests of guests who show up

After Action Report

Functional Area: Database Management

Manager: Christyn Schumann, Emily Urban, Maritza Quiroz

Objective: This department captures all pertinent guest/staff profile information within the SOI or

selected database. They distribute the online forms in November (TBD) to all guests and staff. This

information is then ‘scrubbed’ and distributed to all internal and external stakeholders on an as needed

basis. Reports are generated by request and channeled through the database manager.

The Plan:

Pre-Planning: One Manager

Staff on Site: One Manager

Duties would include:

• Review layout and content of existing database fields (through GEM system)

• Send out on line registration tool to all invitees and staff

• Manage and ‘scrub’ completed forms

• Print bi-weekly reports for SOI management and Ops Manager

• Collaborate with other dept leads about info they need from database

• Manage changes to original registrations

• Distribute changes in a timely way to stakeholders

• Create linkage to GOC Credentials group to facilitate timely printing and receipt of credentials

• Create overall master timeline for database

• Determine usage of data after project (destroy or archive)

• Provide event survey (guest satisfaction survey) software

• Draft Department After Action Review at conclusion of program

What Worked:

• GEMS Database was sufficiently stocked with prior guests information

• Cvent’s online registration allowed guests to register themselves and change any data if needed

• GEMS produced pertinent spreadsheets created weekly by Guest Manager for review by SOI

staff

o RSVP Management List

o Hotel Room Dates

o Arrival and Departure Schedules

o Credential List

Challenges:

• Difficult to keep GEMS and Cvent updated/matching the last month before the event due to the

high influx of changes from guests. It was labor intensive to manually enter all of the

information into both systems.

• Incorrect contact information in GEMS slowed the follow-up process

• Guests did not use online registration option (Cvent) as much as expected. Approximately 20

guests used the system on their own while the others were entered in manually.

• One of the primary decisions to use CVENT was for its online payment function, which we didn’t

end up using. This led to a great deal of time being spent on invoices, following up, etc. that

could have been avoided… much inefficiency!

• There were so many last-minute changes during the online registration setup process…

inefficient use of time.

Recommendations:

• Develop an online registration tool through GEMS that can capture all online information

• Only allow guests to register using this online tool, eliminating the Off-line Registration Form

• Online payment option so we’re not asking guests to pay on-site.

• Make guests commit to attending by requiring them to pay in advance. Their hotel confirmation

would remain in a “pending” status until payment is confirmed.

Décor Design Plan Including Signage

Presented January 9, 2009

Revised and Submitted January 27, 2009

After Action Report Submitted March 15, 2009 (highlighted)

Overview: The Décor Design Plan will feature prominently both the Be A Fan messaging and the All‐Star Fan look. Whenever possible, create design elements that can be returned to SOI and used in future events. Welcome signage and elements will incorporate look and colors of the Games as these will be located in public areas and possibly near or comingled with GOC produced signage.

Overall, design and execution was well done and within budget. CE’s vendor TGI provided excellent quality large format signage for lobby and a very reasonable price. Would recommend, if allowed by properties, for the budget to include exterior signage for host hotel(s) to more prominently announce the property as part of the Games. The Grove was very hesitant but in the end approved most of the designs for the lobby. As SOI did not occupy 100% of the hotel, they were resistant to major signage and changes in the lobby that would be in effect for more than a week. The GOC delivered all but one sign ordered, but there was push back from them as to the extent of our original order. We revised and lowered the overall number of signs. The graphic support from GOC did not meet deadlines and most signs were printed without SOI approval of proofs. Planned use of volunteers and staff to hold directional signage and provide directions to guests during mass group movements was successful and better received than relying on directional signage alone. Recommend signage plan would include more comprehensive daily messages placed in host hotel. When we did this, it was well received.

The CE Group is donating the cost for the retractable banners, 100 buttons and the lighting for the Dessert Reception.

Locations

1) Guides, Volunteers, Staff

2) Vehicles

3) Airport

4) Grove Hotel

a. Lobby

b. 3rd Floor

c. Guest Welcome Center & Lounge

d. Guest Rooms

e. Ballroom

5) Hotel 43 Lobby

6) Sun Valley

7) Dine Around

8) Opening Ceremonies Rodeo Club

9) Competition Venues

Plan

1) Guides, Volunteers, Staff

a. Uniform for all personnel include fleece vest (color taupe) worn over business casual dress, Games credential with custom color coded lanyard (see Appendix A)

b. Guides and front of house hotel staff will wear ASF buttons (see Appendix B)

c. Lollipop signs (16) will be used when leading guests in groups (see Appendix C)

2) Vehicles

a. Cars, vans, mini busses, and motorcoaches dedicated to the program will be marked by windshield placard featuring ASF logo and designated track color as applicable (see Appendix D and E).

b. Loading areas will be marked with GOC produced and provided sandwich boards with text as listed in the Signage Request List (see Appendix F)

3) Airport

a. Meet and Greets will feature the personal touch with all guests receiving welcome at the gate or jet center. Welcome group will include a guide and athlete. Guide will hold Guest Name placard (see Appendix G).

b. Arriving guest support personnel including staff, volunteers, guides, and transportation will operate from the ASF guest information desk located in the rotunda of the airport. Guest information signage on easel will be provided by GOC per the request list. Sponsor recognition and media sponsor signage (retractables) will be located next to desk.

c. Loading zone will be marked with a sandwich board provided by GOC per the request list.

4) Grove Hotel

a. Lobby

i. Main entry window, revolving doors, elevator doors, and registration desk sign will feature Games and SOI look per renderings (see Appendix J)

ii. Guests Services Desk is manned by uniformed volunteers with information sign on easel provided by GOC per request list.

iii. Lobby registration area floral arrangement will feature colors and custom designs based on look of the Games (snowflake). This is provided by The Grove

iv. Hotel employees behind registration desk, Emilio’s and Lobby Bar will wear “Welcome” buttons

v. Near elevators, sign provided by GOC per request list will direct guests to Welcome Center and Lounge will be placed on easel

b. 3rd Floor

i. Elevator waiting area will have signage provided by Grove Hotel in wall mounted holder. Uniformed access control volunteer will be positioned there to check credentials as guests exit elevators.

ii. Hallway leading to Lounge and executive meeting room (Cattails) will feature thirty (30) 24”x36” Be A Fan panels, custom designed and hung from ceiling (brackets provided by Grove). These panels are made from lightweight foamcore with Be A Fan graphics printed in color or black and white. These will be shipped to SOI for use during later events or as post Games gifts to sponsors or guests. Alternate application includes the ability for guests or athletes to sign panels creating a one of a kind message board. (See appendix K)

iii. Sponsor recognition banners and media sponsor recognition banners (retractables) will be placed at key locations along hallway and flanking entries to lounge. (See appendix H)

c. Guest Welcome Center & Lounge

i. TV’s provided in lounge will feature SOI provided loop

ii. Table centerpieces as needed will .

iii. Coca‐Cola coolers and product placed throughout

iv. Internet Café computers will be programmed to SOI and Games websites and predetermined blogging pages.

v. Uniformed volunteers will work during service hours.

vi. Panels same as in hallway will feature Be A Fan graphics

vii. Welcome Bags and Gifts will include documents printed on logo paper

d. Guest Rooms

i. Dasani bottles will replace hotel water in rooms for ASF guests on arrival day only

ii. Nightly gifts and messages selected specifically for ASF guests

iii. TV will have channel that feature 24 hour per day SOI programming/loop

iv. Fruit baskets provided by Grove

e. Ballroom (for use during Dessert Reception and Opening Ceremonies Brunch)

i. Large retractables, welcome, sponsors, media sponsors

ii. Ten (10) Be A Fan panels

iii. Stage backdrop of the SOI, Idaho and USA flags

Used pipe and drape with Be A Fan posters, additional charge to SOI for labor and rental.

iv. Gobo’s and uplighting

v. Coca‐Cola display with Polar Bear mascot (Dessert Reception only)

5) Hotel 43 Lobby

a. Welcome, sponsor, media sponsor retractable

This signage was redistributed to Grove and ASF off site events.

b. Welcome desk

6) Sun Valley

a. Per request list

b. Welcome, sponsor, media sponsor retractable as above

Sent with Beth prior to program beginning.

7) Dine Around

a. Welcome sandwich boards per request list

b. TV’s as available with SOI programming/loop

c. Table centerpieces

8) Opening Ceremonies Rodeo Club

a. Repurposed sponsor and media sponsor signs from airport rotunda, table centerpieces from Dine Around

b. Photo jacket placed in rooms post ceremony to feature message and logo

9) Tracks and Competition Venues

a. Loading area sandwich boards

b. Color coded lollipop signs, guest passes and vehicle placards

c. Lounge is shared space with Families so signage designed and produced by GOC

Appendix A

Lanyards

Appendix B

Buttons

Appendix C

Lollipop Signs

Appendix D

Private Vehicle Placard

Appendix E

Color Coded Track Guest Passes, Lollipop Signs and Vehicle Placards

Appendix F

Signage Request List

Loca tion Quant ity Siz e Substrate Log o Content Descr ipt ion of Us e

1 Airpor t rotunda 1 22"x28" foamcore ASF co lor In format ionon eas el loca ted adjacent to re ception de sk, Feb. 5 ‐7 and 10 ‐11

2 Airpor t shuttle lane 2 22"x28" corop last ASF co lor Bus & Motor Pool Load ingm ounted on a‐fram e sign (1 )

Feb. 5 ‐7 and 10 ‐11

3 Grove lobby 1 22"x28" foamcore ASF co lor In format ion on eas el loca ted in lobby, Feb . 5‐13

4 Grove lobby 1 22"x28" foamcore ASF co lorGue st Welcom e Center3 rd Floor on eas el loca ted in lobby by ele vators, Feb . 5 ‐7

5 Grove 3rd floor 1 22"x28" foamcore ASF co lorW elcome Cente r & Lounge on eas el loca ted on 3rd floor ent rance to Ra pids

6 Sun Va lle y Lodge Lobby 1 22"x28" foamcore ASF co lorW elcome Cente r & Lounge on eas el, room TBD

7 Sun Va lle y Inn Lobby 1 22"x28" foamcore ASF co lor

W elcome Cente r & Lounge Locate d in the Lodge on eas el in Inn lobby

8 Bogus Ba sin 2 22"x28" corop last ASF co lor Bus & Motor Pool Load ing m ounted on a‐fram e sign

9 Idaho I ce Wor ld 2 22"x28" corop last ASF co lor Bus & Motor Pool Load ing m ounted on a‐fram e sign

10 Expo Idaho 2 22"x28" corop last ASF co lor Bus & Motor Pool Load ing m ounted on a‐fram e sign

11 Grove /Front Stree t bus cutout 2 22"x28" corop last ASF co lor Bus & Motor Pool Load ing m ounted on a‐fram e sign

12 Nord ic Cente r/Sun Valle y 2 22"x28" corop last ASF co lor Bus & Motor Pool Load ing m ounted on a‐fram e sign

13 Dolla r Mountain/Sun Valle y 2 22"x28" corop last ASF co lor Bus & Motor Pool Load ing m ounted on a‐fram e sign

14 YMCA/ Sun Va lle y 2 22"x28" corop last A SF co lor Bus & Motor Pool Load ing m ounted on a‐fram e sign

15Airpor t/Haile yAmph ithe atre/Sun Valle y 2 22"x28" corop last A SF co lor Bus & Motor Pool Load ing m ounted on a‐fram e sign

16 Sun Va lle y Lodge Lobby 1 22"x28" foamcore ASF co lor In format ion on eas el loca ted in lobby, Feb . 8‐11

17 Sun Va lle y Inn Lobby 1 22"x28" foamcore ASF co lor In format ion on eas el loca ted in lobby, Feb . 8‐11

18 Grove Hotel 3 22"x28" foamcore A SF co lorPriva te E ventCredentia l Require d used throug hout w eek in Boise

19 Sun Va lle y 2 22"x28" foamcore A SF co lorPriva te E ventCredentia l Require d used throug hout w eek in Sun Valle y

20 Grove Hotel 10 2009 G ames and SO I sponsor recogn ition ba nne r pre fer banne r produced to layover 6 'x30" tab le

21 Sun Va lle y 4 2009 G ames and SO I sponsor recogn ition ba nne r pre fer banne r produced to layover 6 'x30" tab le

22 Grove Hotel 50 18"x18"corop last or TBD A SF co lor none/logo only double ‐sided and mounted on 2' hand les

23 Sun Va lle y 20 18"x18"corop last or TBD A SF co lor none/logo only double ‐sided and mounted on 2' hand les

24 D ine Around Venue s 8 22"x28" corop last ASF co lor W elcome A ll‐Star Fans m ounted on a‐fram e sign

Footnote:

(1 ) O rder is fo r one a‐frame sign ho lder and the tw o signs that go on either side.

Appendix G

Guest Name Placard

Appendix H

Sponsor and Media Sponsor Retractable Signage (multiple locations)

Measurements:

Live Area: 33.5”x x 78” h

Total Area: 33.5”w x 82.5” h

Bleed: Top .5” – Bottom 4”

Note: CE Group purchasing frames, SOI purchasing banners

Appendix I

ASF Guest Passes

Appendix J

Grove Graphics

Games look graphics over lobby registration and over main lobby doors

PLEASE NOTE: UPDATED ARTWORK FOR YOUR APPROVAL IN THE WORKS AS OF 1/27/09

Appendix K

Grove Hotel Graphics

24x36 Foamcore Panel

Entrance Window - Upper (Sides)16.5” x 71.5”

Entrance Window - Upper (Center)16.5” x 80.6”

Entrance Window - Upper (Sides)16.5” x 71.5”

FUNJOYCOURAGESPIRIT

Revolving Door Decals10” x 10”qty: 2 of each

WELCOMERegistration Counter - Upper30” x 272”

Registration Counter - Lower4” x 272”

Elevator Doors84” x 48”

MediaNetworks

Décor Recap

Created by CE Group

KEY DATES

• February 6, Dessert Reception • February 7, Brunch • February 6 – 12 Welcome Center

TOTAL COSTS: $3120.01 (See details below)

Dessert Reception

• 20‐ 36” round table tall boys with light blue satin cloths to the floor. Half will have snowflake overlays. • 20‐ 36” round cocktail tables with chairs covered in white satin cloths to the floor. • Centerpieces will alternate between tall clear glass cylinders fill with blue and silver balls and filament

sprays of light on a base of snow. • Center dessert station will be topped by a large centerpiece of silver and snowy branches creating a focal

point for the room. • Perimeter of the room will be lit with blue and white up‐lighting, and lighting trees for centerpiece

spotlights. • Cost‐glass ball centerpieces‐$250, linens and table rental ‐$1291.63, up‐lighting and spot lights $310,

filament lights rental $250, large centerpiece for dessert table $212—Total $2313.63 Brunch

• 40‐ 72” round tables seating 10 guests covered in white linens. Each table will have a centerpiece of flowers in All‐Star Fan logo colors.

• SOI signage and posters. • Costs: $706. 38 (half of these centerpieces are coming from the Dine Around, expense has already been

approved) Hospitality Center

• Center will be filled with SOI images on walls and tables. A few flower arrangements will be placed in the rooms.

• Lucite 6 sided frames will be place on tables with SOI specific images. • Centerpieces from brunch will be moved to hospitality center • Cost‐production of centerpieces: $100

After Action Report

Functional Area: Dine Around

Manager: Cassie Hager (CE Group)

Objective: All Star Fan guests will enjoy a Boise dining experience at four downtown restaurants.

Guests will be divided into four color coded groups and each group will gather and depart in fifteen

minute intervals from the Grove Hotel lobby to be lead to their respective restaurant. Guides will

accompany each group to their restaurant where they will be greeted by a host and they will enjoy

entertainment, a short cocktail reception and then a seated dinner. After dinner, each group will be

escorted back to the Grove Hotel for the dessert reception.

Duties:

• Review and execute Dine Around based on event recaps and run of shows per venue (up to four

restaurants)

• Execute Dine Around

• Manage advance team of staff

• Assist SOI with advancing Dine Around hosts

What worked:

• The evening was a great was for All-Star Fans to see downtown Boise as well as spend time with

other fans from around the world. The high school band in the porte-cochere was well received and

I think guests enjoyed the festive mood that the band added. Staggering the departure times was a

good solution to getting groups out of a small, crowded lobby.

• The Dessert Reception was a good way to get guests back to the hotel to reunite with the larger

group.

Challenges:

• Guests were confused about start/departure times because scheduled times on their Dine-Around

tickets didn’t coincide with printed information they had received prior to the ticket distribution.

• The lobby was very small, making gathering separate groups difficult.

• The entertainment at Leku Ona was too loud. However, the same group was very well received at

Beside Bardenay.

Recommendations:

• Better coordination between SOI and CE about schedule information that is provided to guests.

Documents to include:

Dine Around Run of Show

Dine Around Run of Show

February 6, 2009

TIME SHOW ELEMENT LOCATION NOTES

2:00p Décor load in

All restaurants

5:30p

Guides and volunteers check in

Grove 3rd

floor

6:00p Dancers arrive

Stage Grove 2nd

floor

6:30p Motor cars stage for those who must ride Front Street cutout

6:45p

Guests begin to gather

Guides and volunteers placed along route

Grove lobby

6:45p Hosts and Global Messengers in place All Restaurants

6:45 p Red Group ( Chandler’s) gather in lobby Chandler Restaurant

6:55 p Red Group depart for restaurant

7:00p Salads dropped, bars open All restaurants

7:00p Blue Group ( Berryhill) gather in lobby Berryhill Restaurant

7:05p Red Group arrive at Chandlers

7:05 – 7:20 Reception at Chandlers

Cocktails and passed

hors d’oeurvres

7:10p

Blue Group departs for Berryhill

7:15p Green Group ( Beside Bardenay) gathers in lobby

Bardenay Restaurant

7:20 p Blue Group arrive at Berryhill

7:20 – 7:40p Reception at Berryhill

7:15 p Txantxangorriak set up at Bardenay

7:20 p Green Group depart for Bardenay

7:25p Guests arrive at Bardenay

7:25p – 7:40p Reception at Bardenay

7:30p – 7:45p Txantxangorriak to perform Beside Bardenay

7:30p Gold Group ( Leku Ona) gather in lobby Leku Ona Restaurant

7:35p Gold Group depart for Leku Ona

7:40p Gold Group arrives Leku Ona

7:45p Txantxan depart for Leku Ona to set up

7:40p – 7:55p Reception at Leku Ona

7:55p Guests at Leku Ona asked to be seated

8:00p – 8:15p TxantxanGorriak perform Leku Ona

8:15p Musicians depart, dinner continues Leku Ona

8:45 – 8:55 p

All guests return to Grove Hotel for dessert

reception as ready

Each guide will be

responsible for getting

guests back to hotel

9:15p Strike at all restaurants

After Action Report

Functional Area: Guest Management


Objective: The purpose of this department is to facilitate the invitation process to guests, monitor

RSVPs, conduct one on one follow-up with SOI assigned invitees, and draft itineraries and schedules for

all guests.

The Plan:



Duties include:

• Track invitation process and RSVPs, doing follow-up, producing a report as to the status

• Create an itinerary for each guest

• Negotiate schedules with agents and handlers

• Determine role for ‘entourages’ where appropriate

• Collaborate with other departments to see linkages, and incorporate, as appropriate

• Make all changes to schedules and advise as appropriate

• Initiate Host and Guide briefings on site to advise of latest changes in schedule/plans

• Conduct Guide training on site

• Continue to manage/change all guest schedules on site as needed

• Reconcile work after conclusion of the program

• To oversee the selection, purchase and distribution of all gifts to guests on the program

• Liaise with their GOC counterpart to understand all timelines and deliverables from a GOC

perspective


• Create all guest invoices reflecting duration of stay and location

• Create Awards schedule for all ASF and MVP guests

• Collaborate with GOC to populate Awards Schedule

• Liaise with all hotels to produce rooming lists based on guests requests

What Worked:

Confirmation/RSVP

• Email Confirmation/RSVP Reminders were most effective means of communication

• Collaboration with SOI managing directors to pool all known information about guest RSVP status

• Weekly RSVP Status Reports to SOI managing direction showing accepts, regrets and interested

• International managing directors provided helpful information about over-seas guest that were

difficult to reach

Accommodations

• Direct link between Guest Manager and Hotel reservation specialist provided direct and open

communication

• Initial spreadsheet of needed rooms created positive initial rooming list, while daily email changes

kept list up-to-date. Hotels in Boise and Sun Valley quickly responded with all changes.

• Addition of on-side manager (Sissie) helped with all meeting space requests

Billing

• Invoice clearly showed breakdown of all costs associated with the program

• Early meetings with Accounting helped Guest Manager produce a better process by which to create,

log and follow up on all invoices

Challenges:

Confirmation/RSVP

• Missing/Out-dated contact information for many guests slowed process

• Reminder follow-up calls were time consuming and mostly produced regrets from assistants

• Guests did not readily register using online system

• RSVP Deadline of November 15 was unrealistic and held no substance. Many guests were not able

to make a final decision until early January.

• January Information packet did not go out

Accommodations

• Last minute changes/additions were abundant in the two weeks prior to the event; especially

additions from Sun Valley group headed by Pirie Grossman with guests who were not originally ASF

guests

• Lack of communication from guests who decided to stay longer/shorter caused shortage of available

rooms

• A few reservations were difficult to find if the front desk person was spelling the name incorrectly

• New system did not calculate overall room nights correctly

Billing

• Last minute changes/additions were difficult to track, especially when the guest made changes

themselves at the front desk

• Invoicing prior to event was somewhat worthless due to the many changes on-site made by the

guests. Most invoicing sent out prior to the event had to be recalled and changed.

• Grove Hotel was unable to produce accurate rooming information during event

• Grove Hotel confused SOI account with SO Canada and the GOC

Recommendations:

Confirmation/RSVP

• Create online registration process linked directly to GEMS. GEMS data will pre-populate most fields

and make the process simple and efficient

• Force guests to register online

• Use managing directors even more for help with RSVP status as they have a relationship with the

guest

Billing

• Representative from SOI Accounting should handle all aspects of the billing process from the

creation of all invoices to the payment received

Documents to Include:

Proposed Business Approach

Invitation

Registration Form

Proposed Business Approach

Submitted by The CE Group on August 28, 2008 For All‐Star Fan Program ‘Packages’

During the 2009 Special Olympics (SO) World Games in Idaho

Goal The goal of a new funding model for the All‐Star Fan program (ASF) for SO would be to create a totally self funded model through a utilizing a combination of resources, such as ASF packages, program underwriting and program sponsorships. This particular document is focused on the ASF Program Package.

Purpose The purpose of creating program packages for the SO ASF program is to recover costs of key program components (room, transportation, apparel, etc.) that are incurred by SO, and used by guests, on this VIP program. This document is focused on the details of the 2009 All‐Star program in Idaho, but the intent is to have the ‘package’ concept on all future SO VIP programs.

Benefit Budget relief for SO.

Background Historically, SO has paid for all costs (except for some guests’ rooms) associated with the ASF program for the World Games. As the ASF (formerly the Honored Guest) program has increased in size and services over the years, the financial burden for SO in supporting these programs has increased significantly. SO would prefer not to continue to pay 100% of all program costs, especially those directly incurred and used by program guests. It is standard industry practice in most VIP hospitality programs (at least in the corporate world), that guests pay for a portion, if not all, of the costs associated with the development and execution of the hospitality program.

Package Components The following elements would be part of the Boise package design for 2009:

• Hotel Room and Tax • Transportation • Credential and Welcome Packet

• Custom Ski Jacket with 2009 World Games marks (logo) • 2 Receptions/Dinners (Welcome Dinner, Founders Reception)

The following elements would be part of the Sun Valley package design for 2009:

• Hotel/Condo room and Tax • Transportation • 1 Reception/Dinner (40th Anniversary Dinner)

There might be other Receptions/Dinners added/or modified to the program design at a later date. These F&B funds obtained through the package would be allocated towards the F&B program, knowing that either SO or the GOC would contribute the additional funds needed for support. Note: Although there are other costs associated with the planning and execution of the All‐Star Program, it is suggested that for the initial year of implementing the package structure, that only several basic costs be covered. Those specific items are listed above.

Package Structure 1) Double Occupancy As over 98% of guest rooms are occupied by two adult people, the structure of the package has been designed for two people. If only one person attends, there would be some savings for SOI on the package price, particularly in the area of Food and Beverage. But with only 2% or less of the group coming alone, we thought it best to recommend just one package type for the program. Note: The guest would be able to take the second ski jacket home with them. 2) Waves – Time Duration of Program The package will be comprised of a certain number of days, over a certain time period.

1. Opening Ceremony Wave a. February 6‐9 (3 nights in Boise) + b. February 9‐11 (2 nights in Sun Valley) – an optional extension program

This Wave would either be just 3 nights OR 5 nights (for those who opted to add the Sun Valley extension.

2. Medals and Competition Wave

a. February 10‐14 (4 nights in Boise) This Wave would be limited to the Boise area.

3) Price Although some of the line item prices listed are still being finalized, we believe that these are manageable estimates against the costs that will be incurred. Prices in the package are listed per day/per room/for 2 people:

1. Opening Ceremony Wave (Boise) a. Room $129. (at the Grove Hotel) b. Tax 17. (13% in Idaho) c. Transportation 40. ($20 per person/per day/ for

transfers)* d. Credential/Welcome Pkt 10. (2 personalized credentials/packets) e. Ski Jacket 80. (assumes $246 total cost for 2 jackets) f. Receptions/Dinners 70. (assumes $210 ‘contribution’ for 2)

Cost per day $346. x 3 nights in Boise = $1038.

2. Sun Valley extension program (Sun Valley)

a. Room $340. (location TBD) b. Tax 44. (13%) c. Transportation 40. ($20 per person/per

day/transfers)* d. Reception/Dinner 40. (assumes $80. ‘contribution’ for 2)

Cost per day $464. x 2 nights in Sun Valley = $928..

3. Medals and Competition Wave (Boise) Same as Boise $1038 (3 nights) plus 1 additional night $346 = $1384 (1390)

Cost Summary: Opening Ceremony Wave only $1038. Opening Ceremony Wave and Sun Valley $1975. Medals and Competition Wave $1390.

Constituent Groups Who pays for an All‐Star package and who doesn’t? Our preliminary recommendation would be that the following groups pay for:

Opening Ceremony Wave (Boise) package: SOI Board 40 rooms SOI Board guests 10 GOC Board 14 SOI Sponsors 15 GOC Sponsors 5 Celebrity Entourage 25 (for SOI and GOC – 1 person per celebrity) Gov’t Entourage 11 (for SOI and GOC – assumes half gov’t will half 1 staff) Kennedy/Shriver 20 NGOs 10 SUB TOTAL 150 =150 rooms x $1038 (3 nights) = $155,700. Sun Valley Extension program: SOI Board 30 rooms Board guests 10 GOC Board 10 SOI Sponsors 10 GOC Sponsors 10 Celebrity Ent. 10 Kennedy/Shriver 15 SUB TOTAL 95 = 95 rooms x $928 (2 nights) = $88,160. Medals Ceremony Wave (Boise): SOI Board 10 rooms Board guests 5 GOC Board 10 GOC Sponsors 10 GOC Sponsors 10 Celebrity Ent. 5 Gov’t Entourage 5 Kennedy/Shriver 20 Hockey/NHL 10 SUB TOTAL 85 = 85 rooms x $1400 (4 nights) = $119,000. TOTAL $362,860.

The following constituent groups would not be charged: SOI and GOC Celebrities Private Donors Government Leaders Note: The entourages that accompany celebrities and government leaders would be charged a package price.

Risks/Remedy Risk: Potential of ‘mixed messaging’ to high profile guests.

Remedy: SO still pays for high profile guests (celebrity, donor, gov’t official) but their entourage would purchase a package.

Risk: Board members potentially unhappy as they have never had to pay to attend the VIP program Remedy: Advise Board (through positioning statement) of the new structure and the effort to create a more sustainable funding model. This new package structure is part of that new funding model and the costs are really nominal.

Recommendation Request that Brady approve the package price and the constituent groups that get charged.

Register and Join Us at the 2009 Special Olympics World Winter Games!

Attend the Opening Wave, engage in unique volunteer and interaction opportunities with the athletes, view competition, and participate in special events such as the Founder’s Reception and Global Youth Rally;

Take an optional two-night excursion to Sun Valley to view more competition and attend unique special events; or

Attend the Medaling and Closing Wave, view the final days of competition, have the opportunity to present medals to the athletes and participate in special events.

On-line registration please visit:www.specialolympics.org/All-StarFansUser Name: allstarfans Password: 1Fanofso

Off-line registration please contact:Emily Urban, Special Olympics Phone: +1 (202) 824-0294 Fax: +1 (202) 824-0354 [email protected]

Special Olympics All!Star Fans Program


Washington, D.C. 20036 USA

Please respond by November 15

2009 Special Olympics World Winter Games Boise, McCall & Sun Valley, Idaho, USA 7 13 February, 2009

All-Star Fans Registration Form

2009 Special Olympics World Winter Games - All-Star Fans Registration Form page 1 of 4

This information is being collected on behalf of Special Olympics and will be processed at Special Olympics Headquarters in

Washington, D.C., USA. It will be used only by Special Olympics and the 2009 Special Olympics World Winter Games.

Contact Information

Language Information:

The official language of the 2009 Special Olympics World Winter

Games is English. If you speak a language other than English and

require a translator, please specify below.

Primary Language

Secondary Language

Contact in Case of an Emergency:

Special Needs

Do you require a wheelchair:

Yes

No

Special Needs / Comments:

Credential Information:

Please indicate exactly how you want to appear on your credential:

Dietary Restrictions / Comments:

Section 1 Primary Guest Registration Information

Prefix / Title

(e.g. Mr., Mrs., Dr., etc)

Given / First Name Middle Name Family Name / Surname Suffix

(e.g. Jr., Ph.D., etc)

Organization

Position / Title

Street Address 1:

Street Address 2:

Mailing Address

City: State/Province: Zip/Postal Code: Country:

Contact Person

(if different than Guest)

Business Phone

Home Phone

Cellular/Mobile Phone

Fax

E-mail

Full Name

Relationship to Guest

E-mail Address

Phone (Type)

Credential Full Name

Credential Organization

Credential Position

Gender (Male/Female)

Date of Birth (Month/Day/Year)




For our All-Star Fans, we have created a two-wave participation program to ensure that you, our supporters and friends, are able to

experience the many facets of Special Olympics and the programs that we offer our athletes. No matter which option you choose, we are

confident your experience at the Games is going to be unforgettable. Meeting and engaging with our athletes will make for memories

and inspiration that last a lifetime.

Please select your desired participation wave:

Opening Wave (6-9 February)

Boise, Idaho 6 February Welcome Dinner hosted by members of the All-Star Fans Honorary Committee

7 February Opening Ceremony followed by the Founder s Reception

8-9 February Engage in unique volunteer and interaction opportunities with the athletes, view Floor Hockey, Figure Skating, Speed Skating and

Alpine Skiing competition, and participate in Special Events such as the Global Youth Rally

Package Fee (includes hotel for 3 nights): $1,050 USD per couple*

Optional: Sun Valley Experience (9-11 February)

Sun Valley, Idaho 9 February Welcome Dinner hosted by one of Sun Valley s star residents

10 February View Snowboarding and Cross-Country Skiing Competition and attend unique events such as the Sun Valley Youth Summit and a

day of skiing with Picabo Street and Special Olympics athletes

Package Fee (includes hotel for 2 nights): $950 USD per couple*

Competition and Medaling Wave (10-13 February)

Boise, Idaho 10 February Welcome Reception hosted by members of the All-Star Fans Honorary Committee

11-13 February View the final days of competition in Floor Hockey, Figure Skating, Speed Skating and Alpine Skiing, have the opportunity to present

medals to the athletes and participate in unique volunteer and interaction opportunities with the athletes

12 February 2011 Special Olympics World Summer Games Gala Kick-Off Dinner

13 February Closing Ceremony followed by a VIP reception

Package Fee (includes hotel for 4 nights): $1,400 USD per couple*

If you would like to extend beyond the specified wave, please indicate that in the field below:

*Single package and extension days pricing available upon request

Section 2 Wave Registration




Dates of arrival into and departure from Idaho

- (final leg of journey only)

Traveling Party:

For airport operations, please indicate the number of

people traveling with you:

Baggage:

Please enter the number of bags that you anticipate

having with you (incl. guest bags):

If you will be traveling to Idaho by other means of transportation (e.g. Train, Private car, etc), please indicate travel details to/from Idaho.

Arrival Details

Departure Details

All-Star Fans Host Hotel: The host hotel for the All-Star Fans Program participants is The Grove Hotel. The Grove Hotel is located in

downtown Boise, Idaho and is Boise's top luxury full-service hotel. Please make your room request below:

Grove Room 1:

Name of Occupants:

Check-in Date: Check-out Date:

Room Type:

Single

Double (two beds) Special Needs:

(select one)

Grove Room 2:

Name of Occupants:

Check-in Date: Check-out Date:

Room Type:

Single

Double (two beds) Special Needs:

(select one)

Please indicate below if you are staying at another property than The Grove Hotel:

Hotel Name:

Name of Occupants:

Check-in Date:

Check-out Date:

Section 3 Travel Information - (Please indicate, to the extent possible, your travel information.)

TRAVEL

INFO

Arrival

Details

Departure

Details

Date (Month / Day / Year)

Time (Universal Time-e.g.14:00)

Airline

Flight Number

Airport Information

Section 4 Accommodations




Contact Information

Language Information:

The official language of the 2009 Special Olympics World Winter

Games is English. If you speak a language other than English and

require a translator, please specify below.

Primary Language

Secondary Language

Contact in Case of an Emergency:

Special Needs

Do you require a wheelchair:

Yes

No

Special Needs / Comments:

Credential Information:

Please indicate exactly how you want to appear on your credential

Dietary Restrictions / Comments:

Section 5

Accompanying Guests (please complete this section for each additional guest)

Prefix / Title

(e.g. Mr., Mrs., Dr., etc)

Given / First Name Middle Name Family Name / Surname Suffix

(e.g. Jr., Ph.D., etc)

Organization

Position / Title

Street Address 1:

Street Address 2:

Mailing Address

City: State/Province: Zip/Postal Code: Country:

Contact Person

(if different than Guest)

Business Phone

Home Phone

Cellular/Mobile Phone

Fax

E-mail

Full Name

Relationship to Guest

E-mail Address

Phone (Type)

Credential Full Name

Credential Organization

Credential Position

Gender (Male/Female)

Date of Birth (Month/Day/Year)

This form must be received in the Special Olympics Headquarters Office via fax, e-mail or regular mail by November 15, 2008:

Special Olympics, Inc. Attn: 2009 Special Olympics World Games All-Star Fans Program

1133 19th Street, NW Washington, D.C. 20036, USA

Contact : Emily Urban Tel: +1(202) 824-0294 Fax: +1(202) 824-0354 E-mail: [email protected]

After Action Report

Functional Area: Hotel contracts

Manager: Liz Warwick and Christa Scannell

Objective: Assist SOI legal counsel with negotiating best business terms.

The Plan:

• Advises three hotels (2 in Boise, 1 in Sun Valley) of program requirements • Initiate all hotel contracts • Negotiate all business terms with hotels prior to hand off to SOI legal department • Ensure room block is in agreement with hotel contract

Challenges:

The hotel contracts were already committed to by the time the CE Group got involved. So CE Group tried to implement certain ‘terms and conditions’ with the hotels to benefit SOI – but it was very difficult for two (2) reasons:

1) All hotels had a bad business experience with the GOC the year before the Games;

2) Hotels were committed to by SOI – and then, after the fact, the CE Group tried to assist in implementing more beneficial terms and conditions for SOI with the hotels (before the contract was actually signed). SOI, was to some degree, held hostage on ‘terms and conditions’ because they were being negotiated after the business had been promised to the hotels.

In addition, there was no tax relief in Idaho for SOI at the hotels due to the necessary paperwork not being completed with the state of Idaho to receive the tax relief. There seemed to be confusion with the GOC about what entity (GOC or SOI) that was supposed to submit that information to the state authorities.

Recommendations:

• Send out an RFP on the proposed business that SOI can deliver to hotels in a future city; • Identify and agree to certain ‘terms and conditions’ (in particular cut off dates and attrition clauses)

with the prospective hotels PRIOR to the business being awarded to the hotels; • Create a room block management approach that reduces the financial exposure for SOI within the

hotel contract. Either guests book hotel directly or a wave time segment needs to be committed to in advance. Financial risk could also be shared with SOI region responsible for bringing that particular guest to program.

• Identify one person as the spokesperson representing SOI with each hotel. There were a number of people involved in this process, and it made it a little more confusing.

• Create an SOI template on hotel contracts with SOI legal and hotel industry business advisor.

After Action Report

Functional Area: May I Serve You

Manager: Cassie Hager (CE Group)

Objective: All Star Fans were given an opportunity to interact with the athletes by serving them during

their schedule meals. Aprons were provided by Coca Cola and were distributed to those ASF who chose

to participate in the May I Serve You program. Two venues were chosen for the activity. The Hampton

Inn, where approximately 180 athletes were staying, and the Center on the Grove (COG) where a

majority of the athletes were fed every day. ASF were asked to greet athletes as they arrived and offer

them a beverage.

Duties:

• Advance all high profile and daily May I Serve You opportunities per Tracks

• Coordinate with GOC venue athlete dining commissioners

• Manage MISY staff

• Assist SOI and GOC with media relations on site

What worked:

• The premise of the program was great. Those ASF who participated truly enjoyed the time they

spent with the athletes and the athletes LOVED meeting the high profile ASF. It was a win –win

situation.

• The serve time was very short (30-45 minutes) and that was good.

Challenges:

• Few ASFs chose to participate. The MISY at Hampton Inn was a great success but the scheduled

serve time at the COG was miscalculated because there were very few athletes eating at the time

we had ASF at the venue.

• Venue managers did not want ASF to handle food so there wasn’t much for the ASF to do. However,

at Hampton Inn, fans just seized the chance to really talk to the athletes, take pictures and sign

autographs.

After Action Report

Functional Area: Opening Ceremony – Parade of Athletes

Manager: Janet Holliday (lead), Maritza Quiroz, Kari Chapman

Objective: To oversee the planning and execution of integrating ASF guests with the Parade of Athletes

during Opening Ceremonies. Success is contingent on ASF guests marching arm in arm with assigned

delegations and photograph of each guest placed in hotel room for turndown service that night.

Plan:

Staff on site: One Manager, up to 20 staff

Duties include:

• Define steps to successful integration

• Participate in planning and production meetings

• Approve ASF guest holding areas at venue

• Create run of show specific to program and guest participation

• Secure radios, cell phones, vehicles and staff to support parade

• Manage volunteer photographers and the delivery of photographs to Grove Hotel to include

note

What Worked:

• Dividing all escorts into multiple groups so that they go to tunnels in shifts

• Designating the two tunnel groups with different colored ribbons

• Taking delegates in small groups to the appropriate tunnel

• Giving each escort a card that had their group number and was color coded to their tunnel

• A power point was played on a screen in the waiting area so they knew what group was leaving

• Volunteers would also circle the room and make announcements over a microphone to gather

the group that was leaving

• Having the knowledge of Andre (SOI staff member) who had worked previous parade of athletes

was very helpful.

• The production team was instrumental in organizing the ASF parade participant’s departure

time from Rodeo Club (ASF Holding Tank) at Idaho Center to athlete forming areas (tunnels).

• Even though it was a challenge the shuttling of ASF participants from Rodeo Club to tunnel

entrances worked out smoothly due to effective coordination with the transportation

coordinator.

• This effort would not have worked out as smoothly if we had not had the appropriate # of

volunteers for each drop off, loading, staging area. The effort to recruit volunteers worked out

very well and we had sufficient volunteers for onsite support.

• Transportation worked well also – onsite support worked very well and helped out

tremendously.

Challenges:

• The document received from SOI staff had a few errors leading to extra time spent redoing work

when errors were caught later

• Sending letters/invitations to ASF was difficult without access to a database to work from

• Changes were sent to multiple individuals/entities so we weren’t all on the same page regarding

these changes

• The Rodeo Club (holding tank) was challenging as we had to transport ASF participants by mini

buses to two different tunnels. Although it worked out smoothly- working out a timing schedule

was challenging.

• Poor radio communication – reception was bad in the building and could not hear or make radio

calls.

• Tight space in tunnels where we had to cram athletes and ASF participants

• Depending on how the ASF participant wore the ribbon identifier, it was hard to identify the

ASF participants and place in a strategic position for photograph

• Not having direct contact with the venue to communicate spills, etc.

• List of participants kept changing up the very last minute which made it difficult to manage

Recommendations:

• Access to database or a continually updated document to assist with correct spellings and titles

• All marching additions/drop outs should be sent to one person.

• Adding more detail to the letter/invitation sent to ASF about their roles and duties; even

allowing dedicated parade staff to draft the letter and then add SOI signatures and letterhead

• More visible identifier for the ASF participant

• Better radio communication

Documents to Include:

• Delegation Parade Order

• Parade of Athletes Staffing

• Parade Escort Invitation

• Guide Info Sheet

• Parade Groupings PPT

• Escort Cards

Parade of Athletes Delegations Order

Order Entrance Tunnel Color Country First Name Last Name Escort Amt. Group

1 5 Blue Greece Joanna Despotopoulou 5 1

Blue Greece David Wilkinson 1

Blue Greece Bex Wilkinson 1

Blue Greece Chip Fisher 1

Blue Greece Sandra Fisher 1

2 Production Tunnel Gold Afghanistan Bobby Shriver 1 1

3 Production Tunnel Gold Algeria Jim Grossman 2 1

Gold Algeria Pirie Grossman 1

4 Production Tunnel Gold Andorra Kirk Grogan 1 1

5 Production Tunnel Gold Argentina Kenny Gorelick 1 1

6 Production Tunnel Gold Armenia Paula Jones 1 1

7 5 Blue Austria Arnold Schwarzenegger 1 1

8 Production Tunnel Gold Bahrain Greg Maltby 1 1

9 Production Tunnel Gold Belarus Robert Friedman 1 1

10 Production Tunnel Gold Belgium Bernard Francois 2 1

Gold Belgium Melanie Francois 1

11 5 Blue Bharat (India) Ray Lane 4 1

Blue Bharat (India) Stephanie Lane 1

Blue Bharat (India) Sue Dumke 1

Blue Bharat (India) Dalph Singh Rana "The Great Khali" 1

12 Production Tunnel Gold Bolivia Pam Jonas 1 1

13 Production Tunnel Gold Bosnia & Herzagovina Scott Hamilton 1 1

14 Production Tunnel Gold Bulgaria Scott McCune 1 1

15 5 Blue Canada Audrey Reed 2 1

Blue Canada Tom Wright 1

16 Production Tunnel Gold Chile Brady Lum 2 1

Gold Chile Jill Lum 1

17 5 Blue China Jia Yong 6 2

Blue China Wang Zhijun 2

Blue China Jun Qian 2

Blue China Shi De Rong 2

Blue China Mary Gu 2

Blue China Dicken Yung 2

18 Production Tunnel Gold Colombia Alfredo Rego 1 2

19 Production Tunnel Gold Comoro Islands Brian Philips 1 2

20 5 Blue Costa Rica Donna DeVarona 1 2

21 Production Tunnel Gold Croatia Tom Luna 1 2

22 Production Tunnel Gold Cuba Darius Rucker 2 2

Production Tunnel Gold Cuba Bill Scherr 2

23 Production Tunnel Gold Cyprus Yannis Pyrgiotis 1 2

4/16/2009



24 5 Blue Czech Republic Ossie Kilkenny 2 2

Blue Czech Republic Anna Kilkenny 2

25 Production Tunnel Gold Djibouti Bart Conner 1 2

26 Production Tunnel Gold Dominican Republic Jack Pelo 1 2

27 Production Tunnel Gold Ecuador Rusty Frain 1 2

28 5 Blue Egypt Noah Saad 2 2

29 Production Tunnel Gold El Salvador Jackie Groves 1 2

30 5 Blue Finland Dr. Rooji Kao 1 2

31 Production Tunnel Gold France Gary Dyer 3 2

Gold France Karen Dyer 2

Gold France Claude Darnault 2

32 Production Tunnel Gold Georgia Dan Samson 1 2

33 5 Blue Germany Mike Parra 2 2

Blue Germany Walther Troeger 2

34 Production Tunnel Gold Gibraltar Stacey Johnston 1 3

35 Production Tunnel Gold Great Britain Linda Payne Smith 2 3

Gold Great Britain Minister Shaw 3

36 5 Blue Honduras Fernando Ceballos 1 3

37 Production Tunnel Gold Hong Kong David Ip 2 3

Gold Hong Kong Laura Ling 3

38 5 Blue Hungary Peter Franklin 1 3

39 Production Tunnel Gold Iceland Geoff Cundle 1 3

40 Production Tunnel Gold Indonesia Kevin Farr 2 3

Gold Indonesia Christina Farr 3

41 Production Tunnel Gold Iran Dave Braddock 1 3

42 Production Tunnel Gold Ireland Gail May 2 3

43 5 Blue Isle of Man Eddie Barbanell 1 3

44 5 Blue Italy Angelo Moratti 2 3

Blue Italy Chris Privon 3

45 Production Tunnel Gold Jamaica Neville McCook 1 3

46 5 Blue Japan Kristi Yamaguchi 1 3

47 Production Tunnel Gold Jordan Richard Besser 1 3

48 5 Blue Kazakhstan Stephen Carter 1 3

49 Production Tunnel Gold Korea Woo Kee Jung 2 3

Gold Korea La Kyung Won 3

50 Production Tunnel Gold Kuwait Dick Fosbury 1 3

51 Production Tunnel Gold Kyrgyz Republic Katrina Adams 1 3

52 Production Tunnel Gold Lebanon Billy Kidd 1 3

53 5 Blue Libya Michael Fields 1 3

4/16/2009



54 Production Tunnel Gold Liechtenstein Anthony Moody 1 4

55 Production Tunnel Gold Lithuania Charles Cooper 1 4

56 5 Blue Luxembourg Nancy Besnflug 2 4

Blue Luxembourg Jean Pierre Besnflug 4

57 Production Tunnel Gold Macau Fengming Cui 1 4

58 Production Tunnel Gold Former Yugoslav Rep. of Macedonia Liza Barrie 1 4

59 5 Blue Malaysia Barry Peterson 1 4

60 5 Blue Mauritania Bob Norbie 1 4

61 Production Tunnel Gold Mexico Steve Osburn 2 4

62 Production Tunnel Gold Monaco Tony Robbins 1 4

63 5 Blue Montenegro Paul Lukanowski 2 4

Blue Montenegro Bob Kaplan 4

64 5 Blue Morocco HRH Lalla Amina 1 4

65 5 Blue Netherlands Casey FitzRandolph 1 4

66 5 Blue New Zealand Doug Armstrong 1 4

67 Production Tunnel Gold Norway Terry Jackson 1 4

68 5 Blue Panama Vivian Fernando de Torrijos 2 4

Blue Panama Yolanda Eleta de Varela 4

69 Production Tunnel Gold Peru Greg Lapidus 3 4

Gold Peru Paul Berman 4

Gold Peru Steve Perlman 4

70 5 Blue Poland Albert Brandel 1 4

71 5 Blue Puerto Rico Fernando Ramirez 1 4

72 Production Tunnel Gold Qatar Florence Nabayinda 1 5

73 5 Blue Romania Nadia Comaneci 1 5

74 5 Blue Russia Andrey Pavlov 5 5

Blue Russia Carly Patterson 5

Blue Russia Tamara Kozhevnikova 5

Blue Russia Fred Bell 5

Blue Russia Anthony Ferguson 5

75 Production Tunnel Gold San Marino - - - 5

76 Production Tunnel Gold Saudi Arabia Sam Perkins 1 5

77 Production Tunnel Gold Serbia Joe Hakim 1 5

78 5 Blue Slovakia Dr. Wei Zhong 1 5

79 5 Blue Slovenia Patti McGuire 2 5

Blue Slovenia David McGuire 5

80 5 Blue Somalia Tim Shriver 2 5

Blue Somalia Linda Potter 5

81 5 Blue South Africa Graeme Edwards 3 5

4/16/2009



Blue South Africa Debbie Burnett 5

Blue South Africa John Lane 5

82 Production Tunnel Gold Spain Kim Samuel Johnson 1 5

83 5 Blue Sudan Lee Patterson 1 5

84 5 Blue Sweden John Tunney 4 5

Blue Sweden Kathinka Tunney 5

Blue Sweden Cyndee Brock 5

Blue Sweden Ron Larson 5

85 Production Tunnel Gold Switzerland John Manley 1 6

85 Production Tunnel Gold Chinesee Taipei Chen Hsien-Tsung 2 6

Gold Chinesee Taipei Bill Alford 6

87 5 Blue Tajikistan Margo Nederlander 1 6

88 5 Blue Trinidad & Tobago John Egan 1 6

89 5 Blue Tunisia 6

90 5 Blue Turkey Muhtar Kent 3 6

Blue Turkey Defne Kent 6

Blue Turkey Thomas Haggai 6

91 Production Tunnel Gold Ukraine Steve Shepherd 1 6

92 5 Blue Uruguay Leslie Chapman Rose 1 6

93 5 Blue Uzbekistan Lyudmila Ten 2 6

Blue Uzbekistan Shavkat Pulatov 6

94 Production Tunnel Gold Venezuela Jay Emmett 1 6

95 Production Tunnel Gold Yemen Folashade Bolumole 1 6

96 5 Blue USA Larry Craig 10 6

Blue USA Sam Grossman 6

Blue USA Peggy Grossman 6

Blue USA Arnold Schwarzenegger 6

Blue USA Maria Shriver 6

Blue USA Butch Otter 6

Blue USA Kurt Walsdorf 6

Blue USA Kim Zipp 6

Blue USA Mike Simpson 6

4/16/2009

ASF Parade of Athletes Staffing Needs

Zone 1- The Grove Hotel

SOI/St

aff

SOI/Staff

Names

Volunt

eer

Volunteer

PullTime Start Time End Duty Location Description

Hotel/Venue

Supplied Items

Signage

Needs

Equipment/Sup

pliesNotes

2

Joanne,

Kevin,

Helen

3 Guides 10:00AM 1:00PMASF Parade Marchers

Check In/ OthersGrove; Lobby Distribute Identifiers

2 8ft tables

(linen/skirted)

5 chairs

Table sign 8

1/2 X 11- ASF

Check-in

Identifiers, ASF

Group List, Table

Sign, Pens,

Highlighters

If Group 1; direct

to special

gathering area

2

Emily

Parker/

Janet

Holliday

10:00AM 1:00PMAssist to sweep the

room/provide assistance

Grove; 2nd Floor

Ballrooms

Pull Group 1; direct to

separate vehichleASF Parade ASF Group List

To be dropped

immediately at

respective

tunnels

1 Guide 10:00AM 1:00PM

Greeter in Lobby to

direct guests to check in

and/or vans for

departure

Grove; LobbyGreeter in lobby for check-in

and departuresASF Parade

- 2 Guide 10:00AM 1:00PMTransportation- Blue

Group (greeter)

Outside lobby; bus

staging location

Assist guest to assure they

are getting on right bus

ASF Blue

Group

Important that

group 1 marchers-

get on the first

bus

2 Guide 10:00AM 1:00PMTransportation- Gold

Group (greeter)

Outside lobby; bus

staging location

Assist guest to assure they

are getting on right bus

ASF Gold

Group

Important that

group 1 marchers-

get on the first

bus

4 8 Totals For The Grove Hotel- All Volunteers at Grove will ride in bus to Idaho Center

Zone 2 Transportation Grove to Idaho Center

SOI/St

aff

SOI/Staff

Names

Volunt

eer

Volunteer


Hotel/Venue

Supplied Items

Signage

Needs

Equipment/Sup

pliesNotes

- 4Transportatio

n Company12:00 PM 3:30 PM

Drivers/Professional

Drivers Grove - Idaho Center

Drive Marchers to Idaho

Center

ASF Opening

CeremoniesMotorcoaches?

May need

more/less,

depends on

vehicle type

Zone 3 Idaho Center- Outside Arrivals

SOI/St

aff

SOI/Staff

Names

Volunt

eer

Volunteer


Hotel/Venue

Supplied Items

Signage

Needs

Equipment/Sup

pliesNotes

2 Coke 12:30 PM 2:30PMDirectional-Bottom of

hill bus arrivalOutside bottom of hill greet and direct to stairs

ASF Parade

Marchers

1 Coke 12:30 PM 2:30PM Greeter/Directionalbottom of stair case to

Rodeo Club

Greets Guests and directs

upstairs

ASF Parade

Marchers

1 Guide 12:30 PM 2:30PM Greeter/Directional At outside door-

Guests that can not or don't

want to climb stairs and will

take elevator

ASF Parade

Marchers

1 Guide 12:30 PM 2:30PM Greeter/DirectionalProduction Tunnel

entrance

Greet marchers upon arrival

to tunnel

ASF Gold

Parade

Marchers

1 Guide 12:30 PM 2:30PM Greeter/Directional Tunnel 5Greet marchers upon arrival

to tunnel

ASF Blue

Parade

Marchers

6 Totals for Idaho Center Outside

ASF Parade of Athletes Staffing Needs

Zone 4 Idaho Center Inside

SOI/St

aff

SOI/Staff

Names

Volunt

eer

Volunteer


Hotel/Venue

Supplied Items

Signage

Needs

Equipment/Sup

pliesNotes

1 Coke 12:30 PM 3:00 PM Directional Elevator-downstairsDirect people to go up to

rodeo club

ASF Parade

Marchers

1 Guide 12:30PM 3:00PM Directional Elevator-Upstairs Direct guests to Rodeo ClubASF Parade

Marchers

1 Coke 12:30 PM 3:00PM Directional Entrance- from stairwellDirect people to Rodeo Club

entrance

ASF Parade

Marchers

2 Guide 12:30 PM 1:30 PM Directional Idaho Center EntranceDirect non-Marchers to their

seatsASF

Needs to have

previously walked

5 Coke 1:00 PM 3:30 PMRoom

Sweepers/WranglersRodeo Club

Gather all Group members

at their respective marching

times

Blue Group

1-8 (9 sets)

Gold Group 1-

8 (9 sets)

Radios

Can use the same

people that were

directional

3 BA 1:00PM 4:00PM Escort marchers Rodeo ClubEscort marchers from Rodeo

Club to transportation

1 Andre Rodeo Club Manager Rodeo Club Main wrangler

5 Guides 12:30 PM 3:30PMGuide marchers through

tunnelProduction Tunnel

Ensure that all guests know

the route to get to line up

area

None

BackstageMarchers that are

participating in program

Need to discuss

with production

company

1 Maritza 12:00PM 3:30 PM ASF-Delegation Pairings Production TunnelMatch marchers with

delegationsNone Radios

1 Kari 12:00 PM 3:30 PM ASF-Delegation Pairings Tunnel 5Match marchers with

delegationsNone Radios

9 1:00PM 3:30 PM Escort Marchers to seatsHopefully these will be

ushers from Idaho Center

3 27 Total For Inside Idaho Center

7 41 Total for all areas

4 Total Drivers Non-Volunteers

20 Total Ushers from Venue

17 Total Volunteers Needed

Total # of Coke Volunteers 10

Total # of Booze Allen Volunteers 3

Total # of Guides 20

OPENING CEREMONY

PARADE OF ATHLETES ESCORT

3 February, 2009 Dear ,

It is our privilege to invite you to escort the proud athletes of Special Olympics in the Parade of Athletes at the 2009 Special Olympics World Winter Games Opening Ceremony. Your participation will be a great honor to the athletes and a demonstration of your support for the global Special Olympics movement.

On Saturday, 7 February, please arrive to the lobby of the Grove Hotel no later than 12:30 p.m., in business attire, to check-in and receive your Parade Escort credentials. You will be transported to the Opening Ceremony via motor coach along with fellow guests. Upon arrival at the Idaho Center you will be hosted in the Rodeo Club while you wait for your time to march in the Parade. Immediately following the conclusion of the Ceremony, you will be transported to the Founder’s Reception and then back to the Grove Hotel.

If you wish to drive yourself to the Ceremony, please be sure to check into the Rodeo

Club after you enter the stadium. If you do not wish to participate in the Parade of Athletes, please contact Kim Widdess at +1 (202) 280-0478 before Thursday, 5 February.

Thank you,

All-Star Fans Program

ASF Parade of Athletes Participation

Guide Information Sheet

Your guest may be joining a delegation and marching with them in the Opening Ceremonies.

Below is the timeline of what will happen for them the day of opening ceremonies.

• 10:00 AM – 12:00 PM

o All-Star Fans Brunch, Grove Hotel 2nd

Floor Ballrooms

• 11:45 AM – 12:15 PM

o Each guest will need to check in with the table located near/in the ballrooms in

order to receive an identifier pin they will need to wear for the parade

o They must be in the lobby of the Grove, ready to leave for the Idaho Center

before 12:30 PM

• 1:00 PM

o The group will arrive at the Idaho Center and gather in the Rodeo Club

� If they are not marching with a delegation in the parade, they will be

immediately escorted to their seats

• 1:30 PM – 3:30 PM

o Guests will be pulled from Rodeo Club to join their delegations

o After their completion of the parade, they will be escorted to their seats

4/16/2009

1

2009 SPECIAL OLYMPICS WORLD

WINTER GAMES

ALL STAR FANS

PARADE GROUPINGS

Be a fan of acceptance, dignity,

and the human race.1

GROUP 1

GOLDAfghanistan

Algeria

AndorraArgentina

Armenia

BahrainBelarus

Belgium

BoliviaBosnia & Herzegovina

Bulgaria

Chile

BLUE

Greece

Austria

Bharat (India)Canada

GROUP 2

GOLDColombia

Comoro Islands

CroatiaCuba

Cyprus

DjiboutiDominican Republic

Ecuador

El SalvadorFrance

Georgia

BLUE

China

Costa Rica

Czech RepublicEgypt

Finland

Germany

GROUP 3

GOLDGibraltar

Great Britain

Hong KongIceland

Indonesia

IranIreland

Jamaica

JordanKorea

Kuwait

Kyrgyz RepublicLebanon

BLUE

Honduras

Hungary

Isle of ManItaly

Japan

KazakhstanLibya

4/16/2009

2

GROUP 4

GOLDGibraltar

Great Britain

Hong KongIceland

Indonesia

IranIreland

Jamaica

JordanKorea

Kuwait

Kyrgyz RepublicLebanon

BLUE

Honduras

Hungary

Isle of ManItaly

Japan

KazakhstanLibya

GROUP 5

GOLD

QatarSan Marino

Saudi Arabia

SerbiaSpain

BLUE

Romania

RussiaSlovakia

Slovenia

SomaliaSouth Africa

Sudan

Sweden

GROUP 6

GOLD

SwitzerlandChinese Taipei

Ukraine

VenezuelaYemen

BLUE

Tajikistan

Trinidad & TobagoTunisia

Turkey

UruguayUzbekistan

USA

Dalph Singh Rana “The Great Khali”

INDIA (BHARAT)

Group 1

Her Royal Highness Lalla Amina

MOROCCO

Group 4

After Action Report

FUNCTIONAL AREA: Opening Ceremony ASF Photography

MANAGER: Shane Kyle

OBJECTIVE: Create and execute photography of ASF guests waling in the parade of athletes during

Opening Ceremonies to include photo processing, guest identification, and in room delivery on Feb. 7.

THE PLAN:

• Identify best and most economical location for photo processing for quickest turnaround and

highest quality.

• Manage volunteer photographers and shoot as possible.

• Identify during OC rehearsal and venue walkthrough best locations for volunteer photographers.

• Lead photographer briefing.

• Coordinate with parade team on timing and guest identification for ceremony and post ceremony

• Manage processing.

• Work with asf staff and soi staff to identify guests and facilitate room delivery

WHAT WORKED:

• Obtaining images from photographers, getting the prints

CHALLENGES:

• Aggressive timeline resulting in not enough time to turn around properly.

• A breakdown occurred in the overall plan due to control of photographers given to an outside

source.

• Lack of staff to identify guests from prints.

• Far too many images had to be printed/viewed in order to pick the best – time and monetary

expense.

• Photographers should have been communicated with in order to prevent this situation.

RECOMMENDATIONS:

• More experienced photographers should have been sought out, saving money and time.

• The desired result was understood, however more time was necessary for consistency and quality of

product.

• Maybe envelopes could have been pre-stuffed with the letters, saving time in the end.

• Letting these guests know that their picture was going to be taken would help the overall process,

though it would remove the element of surprise.

Program Operational Plan Submitted December 15, 2008 Revised January 29, 2009 With After Action Report March 15, 2009 (highlighted)

Background Event: All-Star Fan Program, 2009 Special Olympics World Winter Games

Dates: Friday, February 6 – Saturday, February 14 (8 nights/9 days) *

Opening Ceremonies – Saturday, February 7

Closing Ceremonies – Friday, February 13

Goal of Program: To encourage support and advocacy for the Special Olympics Movement by creating

unique Games Time experiences for specially invited guests.

The All-Star Fan Program: The program is a three to eight day event, depending on audience

segment. The program includes extending an invitation to guests, communicating activities to guests

(pre event), distributing a database for guests to input data, and then facilitating the guest experience

on site from the moment they touch down in the host city until they leave XX days later. Guests have

selected to attend the Opening Wave (Feb. 6 – 9), the Sun Valley Experience (Feb. 9-11), and/or the

Competition and Medaling Wave (Feb. 10-13). The host hotels are The Grove in Boise and the Sun

Valley Lodge & Inn.

Profile of Guests: The profile of the guests ranges from SOI Board members to entertainment

celebrities, professional athletes, sponsors, supporters and other key stakeholders. In addition, there

are SOI Executive staff, Regional Managing Directors and ‘Friends’ (others that don’t fit into the

groups listed above) as well as, Games Organizing Committee (GOC) Board of Directors and Executive

staff.

Projected Number of Guests: 250-300 (includes spouses/partners, entourages, children, SOI

executive staff)

Guides: Critical roles will be played by local volunteers assigned as Guides. Each Guide will be

matched with an ASF guest or couple for the duration of the guest’s stay. Guides are responsible for

greeting guests at the airport and then reviewing and supporting the guest’s itinerary throughout the

stay. Guides are recruited, screened and scheduled by the joint effort of SOI and program

commissioners. Guides will receive training led by CE Group on Jan. 31 or Feb. 1. Guides will receive

an ASF vest and credential. Attire will be determined by itinerary, but Guides are expected to dress in

accordance with the event, level of service, weather, and comfort.

While there were difficulties with the recruitment process – very late start – the program was well run

by Lisa Dietz (SOI) and very well received by ASF guests.

Staff: All individuals dedicated to management and execution of the ASF program will be called

“staff”. Staff may be required to submit to background checks in accordance with GOC and SOI

requirements.

• Attire: Navy or black pants

Solid colored shirt in black, navy, red or gold (ASF logo colors preferred)

Credential with red “All-Star Fan Staff” lanyard

ASF vest

Comfortable and weather appropriate shoes

• Schedule: Management staff will report no later than February 2 and as early as January 19 to

Operations Center at The Grove Hotel. Departures and schedules TBD.

CE Group provided at no charge for time to ASF program 10 on site managers and staff.

Operational Components/Functional Areas –

a. Director of Operations

b. Operations Center Manager

c. Accommodations and Food & Beverage

d. Administration and Staffing

e. Guest Management – Guides, Itineraries, Credentials, Ticketing, & Database

f. Sun Valley Program

g. Transportation

h. Guest Integration with Parade of Athletes

i. Signage and Décor

j. Dine Around and May I Serve You

k. Tracks

l. Language Services

m. Medical

n. Risk Management (in conjunction with SOI)

o. Security (to include IMCR – Incident Mgmt/Crisis Resolution)

p. Technology

A. OPERATIONS DIRECTOR (CHRISTA SCANNELL/CE GROUP) Purpose of this role: The purpose of this role is to lead and oversee all the operational planning with

the functional areas (departments) and to lead the department heads in on-site execution on the

program.

Duties include:

• Leads all operational pre-event planning in the functional areas supporting the program –

Accommodations, Food and Beverage, Security, Staffing, Technology Support, Transportation,

Décor, Signage, etc.

• Selects on site Leadership and Support Teams for execution of program

• Transitions departmental work to On Site Support Team prior to on site execution

• Leads pre-planning and on site Core Team meetings

• Establishes relationship with key GOC department heads – transportation, Ceremonies, etc.

• Provides budget information to SOI staffing person

• Validates all deliverables for program

• Determines key milestones for program

• Identifies resources for staff recruitment

• Resolves all on site operational management issues

B. OPERATIONS CENTER MANAGER (JEREMY SMILEY/MOUNTAIN HOME) Staff on site: One Manager, one staff/volunteer per shift at each of the following centers – Grove,

EOC and MOC, and Sun Valley when operating

Duties include:

• Oversee the office from 6am to 11pm daily

• Field incoming calls and relate information and requests to appropriate party

• Monitor information from venues and operations centers constantly

• Monitor progression through tracks of ASF guests

• Monitor progression of custom schedules for at most 10 named guests and SOI executive staff

• Manage access control staff to maintain credential only access to Grove 3rd

floor

• Sign out radios and cell phones to appropriate staff

• Provide After Action Report after conclusion of the program

On site manager was Christyn Schumann (CE Group). Jeremy and Beau with Mountain Home were on

site Feb. 6 – Feb. 13 and extremely helpful. The load in and technology issues along with her arrival in

Boise dedicated to the program on Jan. 19, led to Christyn holding this position throughout the

program in addition to assisting Emily Urban with database and guest issues.

C. ACCOMMODATIONS AND FOOD & BEVERAGE (SISSIE HENGES) Purpose: This department is for the efficient planning and management of anything related to SOI

hotel rooms in any hotels (for staff and guests). This department is also responsible for the healthy

and cost efficient meal planning for all staff and volunteers while on site, for all guest’s program

meals, for all special event F&B, for all special F&B amenities that are sent to VIP rooms.

Staff on site: One Manager Duties include:

• Ensure room block is in agreement with hotel contract

• Inspect all rooms; evaluate readiness

• Coordinate database Arr/Dep information with Hotel Front Desk

• Pre-assign room block

• Pre-assign suite allocation

• Arrange for satellite check-in if necessary

• Brief hotel on Master Account management for staff rooms

• Manage on-site function space requests

• Coordinate all room activities for Guest and staff hotels

• Coordinate room amenities with Host Mgnt team for room drops

• Trouble shoot problems for guests with hotel

• Review current F&B banquet menus at hotels to establish price points

• Establish a F&B contact at each hotel

• Determine overall F&B program requirements

• Determine overall VIP F&B requirements

• Review needs for vegan, vegetarian or other food issues

• Order staff and guest menus as appropriate

• Understand hotel guarantee timelines

• Review ‘guarantee’ formula with Project Director

• Review and approve all BEOs with hotel staff

• Have menus with ingredients posted for each function

• Determine F&B set-up/floor plan for group functions

• Review integration of ‘look’ and ‘branding’ with creative team

• Determine linen, floral and other décor needs

• Receive budget approval in advance for all costs

• Determine VIP seating needs, when required

• Sign all banquet checks at the end of every function

• Keep a Master Book of guarantees vs. actuals for all functions


Separate After Action Report provided by CE Group. One notable comment, room assignments really

stayed as a role of Emily Urban given the late notification of travel plans and commitments and on site

changes that occurred. Guests did not seem to view the program based on the wave concept,

therefore staff was constantly working with guests coming and going on a daily basis rather in planned

waves. In addition, guests were not held to registration deadlines and therefore SOI was faced with

the decision to hold rooms hoping guests would come or releasing rooms and facing a shortage. In

the end, the Grove minimums were achieved but a significant number of contracted room nights at

Hotel 43 were unused and a financial obligation of SOI.

D. GUIDE AND VOLUNTEER MANAGEMENT (LISA DIETZ/SOI) Purpose: The purpose of this department is to select, inform, train and manage all

Guides and volunteers required for the planning and execution of the program.

Staff on site: One manager, plus two volunteer commissioners

Duties include:

• Confirm volunteer needs with Ops Director

• Confirm guide needs with Peter Wheeler

• Work with GOC volunteers

• Determine sources for recruiting positions (SOI, local etc.)

• Determine process and procedure related to securing local staff

• Create a master list of all names, work dates and source

• Determine communication plan to keep them informed

• Draft master timeline for all deliverables

• Determine on site training schedule

• Produce training manual (CE Group)

• Determine uniform needs

• Create master shift schedule for on site

• Coordinate with F&B department on meals as required

• Resolve any HR related issues on site

• Be cheerleader for staff focused on inspiring positive spirit and ‘can do’ attitude

• Recruit guides

• Manage executive staff


Recruitment needs to be better coordinated with GOC and occur earlier in the process. Guide

program and volunteers received very well by guests.

GUEST MGMT (EMILY URBAN - LEAD, CHRISTYN SCHUMANN, STACY WARNER, KEVIN GULLY) Purpose: The purpose of this department is to facilitate the invitation process to guests, monitor

RSVPs and draft itineraries and schedules for all guests.


Duties include:

• Track invitation process and RSVPs, doing follow-up, producing a report as to the status

• Create an itinerary for each guest

• Negotiate schedules with agents and handlers

• Determine role for ‘entourages’ where appropriate

• Collaborate with other departments to see linkages, and incorporate, as appropriate

• Make all changes to schedules and advise as appropriate

• Initiate Host and Guide briefings on site to advise of latest changes in schedule/plans

• Conduct Guide training on site

• Continue to manage/change all guest schedules on site as needed

• Reconcile work after conclusion of the program

• To oversee the selection, purchase and distribution of all gifts to guests on the program

• Ensure that all the necessary fields are in the database for the credentials information

• Liaise with their GOC counterpart to understand all timelines and deliverables from a GOC

perspective

• Establish a relationship with the lead of the credentials process for the GOC

• Understand the Arrival pattern of guests and ensure that the credentials are ‘in hand’ when guests

arrive

• Create all ‘Welcome Packet’ information to go with credential

• Determine distribution process for Welcome packet and credential

• Determine badging/credential for all staff


Separate After Action Report provided by CE Group.

E. SUN VALLEY (BETH ALDRIDGE/SOI AND PAT MOLONEY – TMN EVENTS) Purpose: The staff support identified for the Sun Valley program extension is based on 100 people

from February 8-11, 2009.

Staff on Site: One Manager for program design and guests issues; and One Manager for guest logistics

Duties include:

• Base program operations out of Sun Valley Resort

• Coordinate daily with Operations Director (in Boise) on overall program management

• Ensure that Sun Valley program is delivered as specified in program outline

• Coordinate athlete engagement opportunities and other program components

• Coordinate airport pick-ups and venue transfers and overall transportation plan

• Provide communications equipment to support staff/volunteers as needed

• Manage hotel relationships to ensure highest quality of services

• Provide Sun Valley Resort with housing list

• Provide F&B Manager with any BEOs (as needed)

• Ensure guests are notified of any program changes that effect schedule

• Brief program Hosts and Guides as needed

• Brief Volunteer support group

• Provide highest level of service to guests to ensure positive guest experience


F. TRANSPORTATION (GREG WICKARD - LEAD/MOUNTAIN HOME, JEREMIAH FENTRESS, RONALD JULIANA)

Purpose: To ensure that all transportation needs for the program are planned and executed in a

timely, cost efficient and operationally effective way meeting the needs of the various levels of guests.

In addition, to provide transportation needs for staff, as required.

Staff on site: Manager and TBD support people (local hires NOT volunteers)

Duties outlined in Transportation Operational Plan Separate After Action Report provided by CE Group.

G. GUEST INTEGRATION WITH PARADE OF ATHLETES (JANET HOLLIDAY -LEAD, MARITZA QUIROZ, KARI CHAPMAN)

Purpose: To oversee the planning and execution of integrating ASF guests with the Parade of Athletes

during Opening Ceremonies. Success is contingent on ASF guests marching arm in arm with assigned

delegations and photograph of each guest placed in hotel room for turndown service that night.

Staff on site: One Manager, up to 20 staff

Duties include:

• Define steps to successful integration

• Participate in planning and production meetings

• Approve ASF guest holding areas at venue

• Create run of show specific to program and guest participation

• Secure radios, cell phones, vehicles and staff to support parade

• Manage volunteer photographers and the delivery of photographs to Grove Hotel to include

note Separate After Action Report provided by CE Group.

H. SIGNAGE AND DÉCOR (CHRISTA SCANNELL-LEAD AND SHANE KYLE) Purpose: Design and implement décor and signage plan specific to ASF program in host hotel, guest

lounge, airport, transportation loading zones and vehicles.

Staff on site: One manager

Duties include:

• Review signage and décor opportunities and budget, then devise plan

• Provide list of wayfinding signage to GOC by provided deadline

• Receive wayfinding signage from GOC and install during program

• Provide list of signage and décor to SOI China vendor by provided deadline

• Resource other signage and décor to augment program within budget

• Provide list of SOI Be a Fan collateral opportunities

• Review list of Coca-Cola décor items and submit list as appropriate for guest lounge

• Execute all signage and décor plans on site Separate After Action Report provided by CE Group.

I. DINE AROUND AND MAY I SERVE YOU (CASSIE HAGER) Purpose: Manage planning and execution of Dine Around for ASF guests and May I Serve You high

profile and daily guest opportunities

Staff on site: One manager, up to four staff

Duties include:

• Review and execute Dine Around based on event recaps and run of shows per venue (up to

four restaurants)

• Execute Dine Around

• Manage advance team of staff

• Assist SOI with advancing Dine Around hosts

• Advance all high profile and daily May I Serve You opportunities per Tracks

• Coordinate with GOC venue athlete dining commissioners

• Manage MISY staff

• Assist SOI and GOC with media relations on site Separate After Action Report provided by CE Group.

J. TRACKS (LIZ WARWICK-LEAD, MICHELE LAGO, EMILY PARKER) Purpose: Manage execution of guest tracks program designed to create touch points for ASF

guests with athletes and families while providing educational opportunities.


Duties include:

• Review track schedule and advance logistics with venue, transportation, guest

management, and guide commissioners.

• Ensure each venue director and venue team are prepared for ASF track stop.

• Assist with keeping tracks on time and report progress or problems to Operations Center.

• Manage daily activities – art walk and run with athlete

• Collaborate with GOC on awards presentation opportunities for ASF guests Separate After Action Report provided by CE Group.

K. LANGUAGE SERVICES (CE GROUP) Purpose: To facilitate interpretation of information on site from English to XXX as required. Will be

contracted by Emily Urban as needed.

GOC provided ASF program a number to call. To my knowledge, this was not utilized.

L. MEDICAL (CE GROUP) Purpose: To facilitate the timely response to any medical emergencies on site – for either staff or

guests. Medical liaisons have been selected by GOC solely to support the ASF program. All non-

emergency medical calls routed to Operations Center and then to on duty medical liaison.

GOC provided two medical liaisons. To my knowledge, this was not utilized.

M. RISK MANAGEMENT (SOI) Purpose: To review any and all potential risks, in particular, those that might put the staff or guests’

in harms way, in addition to any and all possible financial and brand (SOI) exposure. This department

will be linked with Insurance, Finance and Security departments.

N. SECURITY (CE GROUP) Purpose: To manage the following:

a) ‘Safe keeping’ of all staff and guests

b) Asset protection and management

c) Access control to exclusive SOI areas

d) Integration with guest private security

e) Integration with medical, as necessary

f) Incident management and crisis resolution (assistance as required)

Duties to include:

• Draft risk assessment of hotels being used

• Determine asset protection plan (The Grove Hotel and Hotel 43 in Boise; Sun Valley Resort in Sun

Valley)

• Determine access control plan to exclusive areas

• Determine vetting process for hiring locally, or securing volunteers

• Determine interface process with Medical department for emergencies

• Determine integration plan with private VIP security

• Collaborate with Project Advisor and Operations Director on Incident Management and Crisis

Resolution plan (IMCR plan)

Christa Scannell participated in several pre-planning meetings with law enforcement and GOC

coordinator. RSVP list was provided weekly. On site, multi-branch law enforcement meeting was held

and Christa presented the overview of the ASF program, key guests slated to attend, and the

schedule. During the Games, several daily meetings or calls occurred to address questions and

concerns. No major incidents occurred.

O. TECHNOLOGY (SOI AND CHRISTA SCANNELL) Purpose: The purpose of this department is to provide technological advice and guidance on the

securing of office equipment and telecommunications (to include blackberry support) equipment

necessary to run the program on site. In addition, this department would oversee the installation,

maintenance and removal of all equipment rented for on site usage.

Staff on site: One Manager (SOI)


• Review technology requirements used in past Games (SOI)

• Determine needs for 2009 and provide list to GOC for VIK (Christa Scannell)

• Order and store all products needs, i.e., paper, toner etc. (Christa Scannell)

• Secure equipment (Christa Scannell)

• Oversee installation of equipment on site (SOI)

• Determine need to have computers networked (SOI)

• Be prepared to provide Blackberry assistance to VIPS (SOI)

• Be available to trouble shoot any problems on site (SOI)

• Draft Department After Action Review for dept at conclusion of program(SOI and Christa Scannell)

Separate After Action Report provided by CE Group.

AFTER ACTION REPORT

FUNCTIONAL AREA: Project Director

MANAGER: Liz Warwick (CE Group)

OBJECTIVE: To provide guidance, insight and direction as to the overall planning of an international,

large scale multi-city, multi-sport event (similar in structure to the Olympics). Liz’s role would be focused

on development of strategy of program design, guest selection criteria, invitation process, maximization

of sponsorship opportunities for existing Board of Directors, sponsors (existing and new) and private

donors. In addition, Liz would be an operational advisor to Christa Scannell and the Operations Team.

Liz is the team facilitator and ensures integration of all new program components. Liz provides regular

briefings to Peter Wheeler and other SOI management as requested. Liz would also be part of the

Leadership Team meetings.

DUTIES INCLUDE:

• Leads overall project integration with different team members (SOI, MJM, CE Group)

• Completed, but then MJM dropped out officially of advisory team

• Receives SOI approval on business objectives of program

• Really was never finalized

• Provides overall strategy for program and link to business objectives

• CE provided not SOI linked to overall SOI business objectives

• Determines overall program design with Operations Director and other team members

• Completed – with multiple changes up until the beginning of the Games

• Provides input and guidance to CE Group on operations based on multi-sport, VIP model used for

Olympics

• Completed for some areas. CE designed own program for Airport Operations and

Transportation

• Helps resolve database issues and participate in selection of best program

• Was transferred to other CE team members

• Establishes relationships with GOC CEO and Director of Special Projects

• Transferred to other CE/SOI team members

• Facilitates Advisory team briefings and meetings

• Completed as needed

• Reviews program opportunities for sponsors with Tanya/Peter

• Completed for Coca-Cola and Mattel – was not really addressed with other sponsors.

• Provides hospitality package design for Disney/ABC presentation

• Worked on the preparation/delivery of the package design – was never updated on response

from Disney and ABC.

• Reviews and promotes guest experience enhancement opportunities within the program

• Worked within budget restrictions

• Negotiates business terms in hotel contracts

• Difficult to implement due to lateness of involvement (after the general business had been

promised to hotels)

• Leverages negotiation skills in appropriate third party contracts

• Wasn’t really maximized

• Designs (in conjunction with CE Group and MJM) new program template for the future

• This would be pending outcome of Idaho program

• Provides briefings and updates to SOI management

• Worked in conjunction with Christa/Janet

• Reviews overall risks and opportunities for program

• Provided the information to Peter and Kim.

• Provides timely and effective resolution for any project problems or issues

• This was turned over to Christa/Janet with input from Liz where needed

• Attends meetings in Idaho and Washington, DC, as needed

• Completed

• Creates with CE Group an After Action Review at conclusion of program

• Completed

WHAT WORKED:

• Having Liz as an available resource in understanding international, multi-sport programs

• Using liz to outline scope of work needed to support the program;

CHALLENGES:

• There was not one real owner of this program. ALthough Peter had overall responsibility, he had

limited time availability, due to his other responsibilities and travel commitments, to review

necessary Program information in a timely way. Kim was added to the program to help facilitate

getting decisions from SOI to move the program forward-and that helped greatly.

• Liz and CE GROUP had in depth event experience that could have been tapped into in a more

meaningful way. Instead they were really just facilitating requests issued from SOI.

RECOMMENDATIONS:

• Give one event management and production company ownership of delivery of entire program –

including communications with guests. But the necessary budget and staffing support would need to

be placed against that.

After Action Report

Functional Area: Technology and VIK Equipment

Manager: Christyn Schumann (CE Group)

Objective: The purpose of this department is to provide technological advice and guidance on the

securing of office equipment and telecommunications (to include blackberry support) equipment

necessary to run the program on site. In addition, this department would oversee the installation,

maintenance and removal of all equipment rented for on site usage.

The Plan:

Pre-planning: Done by Operations Director (with support from SOI IT)

Staff on site: One Manager (SOI), one local hire or volunteer


• Review technology requirements used in past Games

• Determine needs for 2009

• Determine best source for local equipment rental, negotiate best price

• Determine budget for department; receive approval from Finance dept.

• Order and store all products needs, i.e., paper, toner etc.

• Determine wireless access on site as well as cable needs (if necessary)

• Secure equipment

• Oversee installation of equipment on site

• Determine need to have computers networked

• Be prepared to provide blackberry assistance to VIPS

• Be available to trouble shoot any problems on site

• Draft Department After Action Review for dept at conclusion of program

What Worked:

• While there were bumps along the way, in the end, we were effective, if not efficient.

• When Andre and Larry arrived on-site, they were extremely helpful and supportive… couldn’t

have done it without them.

• Fisher’s was the printer provider and was extremely helpful and supportive throughout the

process. They donated the machines and their time and were always willing to step in and help

out, without really getting much out of it profit-wise.

• The laptops proved by the GOC were excellent – brand new and very fast.

• When a computing/printing problem arose and it was urgent – we had access to the Grove’s

business center – free access to computer and printer.

• CE Group shipped up extension cords and surge protectors to be used, which saved a great deal

of $ on rentals from the Grove.

• Nate (Grove IT) was AWESOME! He helped us tackle every obstacle we encountered, although it

wasn’t really his responsibility.

Challenges:

• Unclear on who was supposed to be supporting our program. We thought we would be

supported by the GOC, but it was made clear by them that we were not. The hotel said they

were not responsible, that we hadn’t set anything up with them (but they – Nate – were helpful

nonetheless). But I got the opinion from SOI that the hotel should be taking care of us. So I was

never sure who to ask for help b/c everybody seemed to say it wasn’t their responsibility.

• Not enough IT support early-on, pre-event week. While it seems SOI was there to set-

up/manage all other aspects of the SOWWG, the ASF program didn’t seem to be a priority. This

left IT/technology issues to me, the hotel, and Fisher’s – none of which had full knowledge of

SOI’s server, needs, etc.

• Internet connectivity. I did all I could at the front end to ensure we would all be able to connect,

but when everyone got on-site we had a great deal of trouble getting everyone online. Basically,

the hotel’s system was not able to handle so many computers and devices in such a small space.

Again, had we known so many people would need to office at ASF HQ, we would have been

better prepared for this.

• The large, main printer was a little tricky – always seemed to be jamming. Fortunately we had

plenty of backup.

• Conflicts with the SOI server, Citrix, and printing capabilities. I am not familiar w/ this database

and the ins-and-outs of managing servers, so I was not very helpful in troubleshooting problems

related to this.

• More people than expected needed office space and computers/equipment. They walked in

and somewhat demanded this and we were not prepared to handle such requests. In particular,

the webcast team proved to be difficult to work with. I had no idea they would even be with us

at the Grove, but it seems they felt they were one of the more important groups on-site. They

made several demands and were quite put-out when we couldn’t meet those demands

immediately.

• Some people were prepared to work “offline” while others were not. This led to some

complications regarding accessing email, printing, etc.

• We had no scanning capability b/c there was no server to scan-to. Was not a huge problem, but

would have been nice to have.

Recommendations:

• Assign someone with SOI’s IT Dept. to liaise with the ASF program coordinator to plan and

prepare before going on-site and also to troubleshoot once there.

• If no one from SOI’s IT will be assigned to the ASF program, contract for IT support either from

the hotel or an outside service to help set-up before everyone arrives on-site.

• Set-up a network in advance or be prepared to work “offline” or on a “google-docs” type of

system.

• Security. Fortunately nothing happened to any of the equipment. (I think being in small-town

Boise had something to do with that.) But if someone had really wanted to take something, we

did not have much security in place to defend against this.

After Action Report

Functional Area: Tracks

Manager: Liz Warwick – lead, Michele Lago and Emily Parker (all CE Group)

Objective: Manage execution of guest tracks program designed to create touch points for ASF guests

with athletes and families while providing educational opportunities.

The Plan:


Duties include:

• Create a daily program of multiple tracks attended by guests assigned by SOI

• Review track schedule and advance logistics with venue, transportation, guest management, and

guide commissioners.

• Ensure each venue director and venue team is prepared for ASF track stop.

• Assist with keeping tracks on time and report progress or problems to Operations Center.

• Manage daily activities – art walk and run with athlete

• Collaborate with GOC on awards presentation opportunities for ASF guests

What Worked:

• The Skiing Track – winning combination of celebrity skier, nearby venue (within 50 minutes), and

combination of fun, interactive activity with guests as well as watching Special Olympic skiers later in

the day.

Challenges:

GENERAL:

• The Track program in general was poorly attended.

• It’s hard to determine if the Track program would have been more successful if the communication

piece (itineraries) had been clearer about how the Track program actually worked.

• In general, the Track program was poorly attended, with the exception of the ski program at Bogus

Basin. Guests create their own on site schedule and meetings within the program, independent of

what SOI puts into their itineraries (with the exception of the Board meeting and social dinners).

• The guests that I spoke with did not understand, based on the information in their itineraries, that

there was a designated ‘start time’ of the Track and it then continued through the day.

• There were wasted budget dollars spent on lunches that guests did not attend on certain Track days.

SPECIFICALLY:

• The lack of advance communication and coordination between SOI staff (Steve/Joanne) creating the

individual itineraries for guests with Kim/Liz creating the Tracks – created confusion for Track and

operations support team on what they could actually deliver. Activities were listed on these

itineraries that operationally were impossible for Track team to support (i.e., guests dropping off

Track and needing to get to another location/activity). Track team did not know about this until

they were on site and actually saw individual itineraries the night before they were distributed.

• There was an agreement months before the program that with the exception of 10-15 guests –

there would be no individual itineraries. Yet all guests were still given individual itineraries by SOI

upon arrival. It made it appear to the guest that they could participate at any time in the day’s

activities that were within the Track. Guests did not understand that they needed to be at the first

departure time in the morning – and then they were on that Track all day. If Kim/Liz had had the

opportunity to review the itineraries in advance, this could have worked with SOI team in adjusting

language in the documents given to guests.

• Many guests came to the lobby, midway through the Track schedule and thought they could just

participate in the activity at that point in time. They did not understand that they had to start the

Track first thing in the morning, and stay on it for the day. It was easy to see how guests were

confused based on how the activities were listed on the material provided to the guests.

• Venue Managers, cooperated with the Track team, but really didn’t want any additional work, due

to lack of venue support staff, during the days of competition. Mountain Home staff helped support

the Track team at the competition venues.

Recommendations:

• The concept of coordinating a small guest group with managed activities is still a good one. But it

should be limited to one or two activities a day (not an entire day) as this level of guest does not

want to be confined to a Track for an entire day.

• The combination of an interactive activity for the guest, led by a celebrity (i.e., skiing day), in

conjunction with viewing an event with Special Olympians, worked well.

• A number of guests had requested transportation to competitions during the day, so a limited

shuttle service to prime events should be considered.

• Communication pieces that guests are given needs to be reviewed by Operations team delivering

operational support services to ensure that the Ops team can deliver the promised service.

All Star Fan Program

Special Olympics – 2009 World Winter Games

February 6-14, 2009

Boise, Idaho

Transportation Operations Plan with After Action Report (highlighted)

Part 1 - Background

FUNCTIONAL AREA

Transportation

PURPOSE

To plan and execute in an efficient and cost effective manner the transportation plan (ops plan, staff and

equipment) needed for the support of the All Star Fan program (VIP program)

FUNCTIONAL AREA LEAD

US Air Force Volunteer, Overall Manager (Name TBD)

Mountain Home was unable to provide overall lead. We were notified on Jan. 30. Christa Scannell, CE, took

the lead and sourced from Boise Drew Caughlin to assist as a paid contractor.

REPORTS TO

Christa Scannell (Overall Ops Lead)

CONSTITUENTS SERVED DAILY (approx.)

All Star Fans (VIP guests) – 200 pp

Executive Management of SOI – 10 pp

Staff serving the ASF program – At Grove Hotel – 15 pp

Volunteers (where needed) – 30% at Grove Hotel – 22pp /70% other areas – 58pp

Unplanned constituent group was the talent for Opening Ceremonies (OC), Youth Rally and Closing

Ceremonies (CC). The GOC coordinator had very limited resources that were dedicated to OC and CC only and

fell far short of needs for the multitude of talent. Recommend SOI contract the GOC to hire a talent manager

for future events. This position would advance all talent, identify transportation needs and execute the plan

with GOC resources or with a budget. Case in point, the group Flame included 17 members with two

wheelchairs requiring an accessible mini bus for the duration of their stay. An attempt to use motor pool

would have depleted our access to vehicles for significant amounts of time. While talent is added late in the

planning, this stress on staff and limited resources can be diminished with a dedicated person addressing new

information as it becomes available and coordinating the plan.

DATES OF OPERATION

For guests: February 5 – February 14.

First guests arrived Feb. 4

For staff: January 25 – February 16

HOURS OF OPERATION

For guests: 7am – 11pm daily (in general)

For staff: Vehicles either get assigned to them or are shared. Hours vary.

LOCATION - AREAS OF SUPPORT NEEDED

1) Grove Hotel, Boise

2) Hotel 43, Boise (TBD)

3) Boise Airport (commercial and private airport/TBD)

4) Sun Valley Airport (commercial and private airport/TBD)

5) Venues

a. Idaho Center (Opening/Closing Ceremonies)

b. Boise State (Founder’s Reception)

c. Competition Venues – TBD

d. Taco Bell Arena (Youth Rally) TBC

6) Transfer to Sun Valley

i. Charter

ii. Private Planes

iii. Coach

iv. Private Cars

7) Events in Sun Valley

i. Competition Venues – TBD

ii. Private Homes – TBC

iii. River Lodge – TBC

Part 2 – The Plan

APPROACH

In general, SO, through equipment secured from the GOC, will provide transportation services to guests for

activities that are scheduled within the ASF program format. This would include:

- Airport pick-up and transfer to hotel

- Transfer to competition venues (within track format)

- Transfer to program activities (i.e., Opening Ceremonies, Founder’s Reception, etc.)

- Return transfer from hotel to airport

-

VEHICLE SOURCING

The GOC is contractually obligated to provide the SO requested number and type of vehicles to support the All

Star program.

GOC advised SOI in December that they anticipated being unable to support ASF motorpool requests as they

had a vehicle and volunteer shortage especially during the first four days of the program. Response was

fourfold. One, SOI rented 25 vans and SUV’s for the busiest days, Friday – Monday. Two, CE suggested that

GOC provide the 25 drivers needed for Friday and Monday and Mountain Home would provide the drivers for

Saturday and Sunday (easier for volunteers to get off base on the weekend). Three, SOI reduced the required

number of dedicated car and drivers to five (one for Tim, one for Brady, three floaters that mainly were used

for talent). Four, CE put on hold mini busses through Boise Shuttle to back up airport runs. GOC agreed to

this plan on Jan. 22. Once on site, Jan. 27, GOC informed CE that they were having difficulty filling the

volunteer spots for the Friday and Monday requests but would continue to push for volunteers. During

program, neither GOC nor Mountain Home were able to provide the 15-25 drivers per shift. This put

incredible strain on the program. At most we have 10 vehicles on the road plus the mini busses. The close

proximity between host hotels and airport kept this too a minimum on busy flight days, but meeting special

requests to venues was difficult. Tuesday – Friday, ASF relied on GOC motorpool sending volunteers and

vehicles at beginning of shifts. On Saturday, we had GOC motorpool but reinforced our fleet with staff cars

and staff drivers to meet all early morning departures. Our 5 dedicated drivers were awesome and gave a

tremendous amount of time throughout the week.

These vehicles would be sourced from a variety of providers and would be supplied to SO at no cost.

SOI paid Boise Shuttle for the mini busses and was supposed to be billed for the rented vans.

The range of vehicles requested would be:

Coaches (48-52 passengers + driver)

Mini-coaches (16-28 passengers + driver) GOC did not source.

Mini-vans (7-9 passengers + driver)

Sedan (3 passengers + driver)

We requested and received several four wheel drive SUV’s for the fleet. Concentrated these in Sun Valley and

with dedicated drivers.

LEVELS OF SERVICE

The Levels of service would be as follows:

1. Dedicated Car and Driver

This would be limited to about 15 people (EKS, Tim Shriver, Foreign Dignitary, etc.). There may be one or

two drivers assigned, per car, depending on the number of work hours per day. These cars will be staged

at the Grove Hotel or a nearby lot and will be ‘called up’ as needed.

This was reduced to 5 dedicated cars and drivers in December – Tim, Brady, three floater vehicles mainly

used for talent.

List of identified guests or senior executives for DCD service to be attached to this Operations plan (by

December 15).

All drivers will have a cell phone for communications with their guest and the host/guide assigned to that

guest.

Drivers used their personal cell phones or radios provided by ASF.

2. Motor Pool

This will be a limited number of cars, available on an as needed basis, for discretionary trips for VIPs,

outside of the scheduled Track format. Number of vehicles for this group TBD during December Boise trip.

We needed motorpool vehicles and drivers each day for arrivals and departures at the airports. There

were a lot of individual itineraries and little adherence to tracks and track provided transportation.

Transportation team set up a log for requests for individualized transfers, attempted to group people

going to the same venue and overall did an excellent job of meeting nearly all requests on time.

These vehicles will be staged TBD. The accessibility of these cars will be handled through the GOC

Transportation group in coordination with the ASF Transportation staff.

If motor pool cars are not available at requested times, guests will be encouraged to take a taxi to their

destination.

3. Staff Vehicles

A limited number of vehicles (sedans and vans) for Operations and Advance staff will be allocated to the

All Star program. These vehicles to be staged/parked at the Grove Hotel or a nearby lot. Keys for these

vehicles to be secured in a dedicated vehicle key box in the Operations office.

Assignment of these cars will be approved, on an as needed basis, by Christa Scannell and Kim Widdess.

4. Track Vehicles

A determined number of vehicles (primarily mini-coaches and vans) will be requested of the GOC for daily

transportation within the Track format. Each of these vehicles will take guests on a pre-determined route

for either a half day or a full day of activities.

Each track vehicle will have at least one or two guides on that vehicle to provide information to the guests

and also the driver, if needed.

GOC had indicated that all motor coaches would include a guide, but no GOC guides were provided during

program. Mountain Home provided volunteers for the first day of tracks and then we were able to keep

the same bus drivers throughout the week and did not worry about lost drivers and guests.

These vehicles will probably be staged daily at a nearby lot, or will arrive each morning from the depot

where they have been maintained and parked overnight.

5. Shuttle Vehicles

Shuttle vehicles, primarily motorcoaches, will be available to transfer guests to certain functions, such as

Healthy Athletes, on regularly scheduled runs.

Shuttles will be provided, when appropriate, to allow guests maximum time flexibility to attend certain on

going events, at their discretion.

Shuttle service can be used in conjunction with a Track, usually at the end of the day.

GOC provided ASF with the same bus drivers throughout program, so once they all had been on the routes

and to venues, problems were abated. Drivers told CE that they arrived and were supposed to be given

the chance for training runs but were put immediately into service without the training. CE had been told

in many meetings with GOC that training and guides would be provided.

6. Spreadsheet with Preliminary Vehicle Request

A spreadsheet with preliminary quantities of vehicles will be made a part of this plan.

Various revisions were provided to GOC October through February. Final version attached.

Part 3 – Staffing Support

Although the Lead for Transportation, as well as all additional on site support, will be from volunteers

from the U.S. Air Force Base in Mountain Home. The preliminary planning work will be done by Christa

Scannell of the CE Group with GOC Transportation, with input and approval from Kim Widdess. The

planning work will transition over to Mountain Home in December – with supervision continuing by Christa

Scannell.

As stated above, Mountain Home was unable to be on site until Feb. 4 leaving most of the planning and

management to CE and Christa Scannell. Once onsite, the skill of the Mountain Home volunteers and

commitment to success of the program was tremendous and critical to the success of the program. Very

clearly, Mountain Home volunteers were significant contributors daily.

Due to the design of the program, 9 days of events, 2 city locations (Boise and Sun Valley), multiple

airports, the transportation support necessary for this program is complex.

Mountain Home could not support the request for volunteers in Sun Valley. GOC had very limited

resources in Sun Valley. SOI hired local Boise DMC TMN Events with expertise working in Sun Valley to

assist with transportation and other issues for Beth and SOI program.

Shift schedules per location, to be determined with input from Mountain Home and Christa Scannell and

Kim Widdess, at the December 2008 meeting in Boise.

Staff Support is comprised of the following sub-groups:

• Airport (Boise)

� 2 Assistant Managers (1 per shift)

� 6 vehicle/guest dispatchers (3 per shift)

• Hotel Dispatch (Grove Hotel)

� 1 Assistant Manager

� 2 Transpo Desk Coordinators (1 per shift – in lobby)

� 8 Curb Dispatchers (4 per shift)

• Venues (Boise comp and non-comp venues)

� 1 Assistant Manager

� 6 Coordinators – 2 per venue x 3? venues (this might increase)

• Scheduler (Grove Hotel)

� 2 Assistant Managers (1 per shift)

� 2 Assistants (1 per shift)

• Sun Valley (Sun Valley Resort)

� 2 Assistant Managers (one for airport; one hotel)

� 1 Transpo Desk Coordinator (in hotel lobby)

� 4 Assistants per shift (for venues; hotel dispatch; airport arrival)

Total Staff (preliminary) requested:

1 Overall Lead

8 Assistant Managers

27 Assistants/Coordinators

On site staffing daily was the following:

Christa Scannell (CE) lead and interface with SOI, ASF guests and GOC

Drew Caughlin (contractor) lead on dedicated drivers and talent (please note, talent transportation

required a dedicated effort by Drew once Troy with GOC ran out of resources and volunteers and in

support of the Youth Rally)

Day Dispatcher – Ron Juliana, Mountain Home

Day Airport Dispatcher – Wednesday, Friday and Saturday – Greg Wickard, Mountain Home

Motor Coach Dispatcher for Tracks and Ceremonies – Greg Wickar

Evening Dispatcher – Jeremiah Fentress, Mountain Home

Volunteers for track vehicles, Sunday and Monday

RESPONSIBILITIES INCLUDE:

• Airport

� Review travel manifest for each days’ guest arrival and staff accordingly

� Provide dedicated team for private airport arrivals

� Coordinate information with guides and hosts, as necessary

� Coordinate Gate greet w/airport for certain VIPS

� Facilitate guests getting from luggage carousel to outdoor pick-up area

� Facilitate guest departure from airport smoothly and quickly

� Send advance call to hotel to advise of guests pending arrival

� Help resolve any lost luggage issues at airport

• Hotel Dispatch

� Review daily list of event departures

� Determine staff posting areas – in hotel and curbside to facilitate smooth and timely

guest departures

� Provide Transpo staff with projected departure times, number of guests and location

– per day

� Provide Transpo staff briefing about release times

� Coordinate with Dedicated Car and Drivers about parking and staging areas

� Coordinate overall program parking (for All Star local guests) at hotel

� Post daily signs in lobby with accurate departure times

� Advise all guests (via lobby board) of any changes in times

� Transpo Desk – Advise by telephone any VIP guides of changes

� Transpo Desk – Advise ASF Ops Center of any changes in scheduled times

� Provide ‘Welcome Back’ staff, where feasible, for returning guests

• Venues

� Do a walk thru of all comp and non-comp venues for program

� Review daily list of event and associated venues

� Provide 2 staff per venue to ‘receive’ guests and re-direct to venue

� Determine with GOC transportation/Christa Scannell the right location for vehicle

drop-off for guests

� Confirm location for vehicle pick-up for guests (ideally the same location)

� Provide staff with anticipated number of guests and arrival/departure times per

venue drop off area

� Determine signage needs

� Determine nighttime lighting needs – for safety

� Retrieve all staff from venues at the end of each day

• Scheduler

� Determine schedule, in advance, for each vehicle needed for program

� Coordinate information to vehicle owners (?), in advance, – info to be received thru

GOC who secured the vehicles

� Coordinate schedule and staging locations with Hotel Dispatch

� Determine transfer times necessary for all routes each day

� Make adjustments in schedules due to winter weather

� Confirm all events and event times in advance, and the day of, to ensure

accurateness of schedule

� Understand back-up plan from vehicle owners/drivers – if there are delays

� Initial discussion for Sun Valley coordination – could either be thru this group – or

directly with Transpo group in Sun Valley

• Sun Valley

� Review airport arrival pattern and coordinate smooth and efficient pick-up of guests

� Review ground transportation arrival from Boise and coordinate drop off at Sun

Valley Resort

� Coordinate all movements in and out of the Sun Valley Resort

� Coordinate private transfers to VIP dinner in Sun Valley

� Coordinate scheduling of vehicles for each days’ events

� Provide hotel and venue dispatch as needed

� Provide airport departure support, as needed

� Provide a Transpo Desk in the lobby for guide and guest support

Office Work Areas

The Transportation lead and Assistant Managers will be provided with a shared office in which to work in the

Grove Hotel. Office equipment – to include some computers, fax and a copier will also be provided for their

use.

This was provided.

Meals for Transportation Staff

One meal, per shift, will be provided for each staff member.

Volunteer meals at Boise Center and sometimes food provided by SOI or CE.

Uniforms/Credentials

Mountain Home volunteer transportation staff will be in their military uniforms, but will have a Special

Olympics ASF program staff credentials.

Mountain Home volunteers were in civilian clothes. Leads were provided with vests. All volunteers had

credentials.

Communications

Transportation Manager and Assistant Manager will either use their own cell phone (with compensation by

SO) or they will be provided with a cell phone (to then be returned back to Special Olympics).

Nextel push to talk for leads/managers. Radios for drivers at SOI expense.

Training for Staff

Training will be provided for all Mountain Home transportation staff – on the Special Olympics Movement, The

World Games, The All Star Program – and then their specific work area. As Mountain Home is coming on

board early (December) – their training might be moved up to facilitate an early transition to Mountain Home

taking ownership of the Transportation component of this program.

Training was provided during morning briefings as the availability of Mountain Home volunteers was greatly

cut.

Thank You Acknowledgement

A special ‘Thank You’ certificate will be sent to each Mountain Home participant, thanking them for their time

and effort, on the All Star program.

This has not been confirmed. With Peter’s approval, a special thank you reception occurred on Friday, Feb. 13

with approximately 20+ volunteers attending.

Part 4 - Signage

Hotels

Daily transportation schedules will be provided in the lobby of each hotel in Boise and Sun Valley.

Color coded document hung in elevators and next to elevators doors along with information available at the

Guest Center.

Exterior dispatch area signs will be reviewed with Christa Scannell and determined if needed and budgeted

for.

Vehicles

All vehicle drivers, except possibly sedans, will be provided with a plastic sleeve and a computer printout of all

possible venue locations, to serve as window signage.

Special colored Track signs will be made for each vehicle used for Track support.

Sample with décor and signage plan.

Venues

Drop off zones and guest ‘wait areas’ for arriving vehicles will be reviewed and determined if there is a need

for signage.

A frame signs created and used at Grove.

Part 5 – Funding

This program has been designed to be financially supported by the GOC. The extent of that funding support

relative to this program will be reviewed by SO.

No costs can be incurred without prior approval from Peter Wheeler.

ASF Transportation Grid

FINAL VERSION

Updated 01/29/09

By CS/CE Group

Name Destination Van

Mini-

bus Coach Guest Drivers Guide

Host/

other

Total

pax

Start

Date

End

Date Time Van

Mini-

bus

Coac

h

Driver

s Guide Hosts

Start

Date End Date TimeIndividual Dedicated

Vehicles (5)

Shriver, Tim as instructed 1 1 1 1 2/5 2/14 All Day 1 1 1 2/8 2/11 All Day

Lum, Brady as instructed 1 1 1 1 2/5 2/14 All Day 1 1 1 2/8 2/11 All Day

Guest 3 as instructed 1 1 1 1 2/6 2/14 All Day



5 0 0 5 5 5 0 0 0 0 2 2 2

Motor Pool

Listed by day and need below for Boise, Sun Valley to the right. 10 10 2/5 Feb. 11 all day

ASF Program

(Note: Others may include track leader, host, athlete, GOC trans vol, SOI staff)

Thursday, 5 Feb

Executive staff and early

arrivals From BOI to Grove, 43 1 26 3 10 2/5 2/5 All Day

Friday, 6 Feb

Motorpool Vans Driven by GOC volunteers 25

MH motorcoach transport to and from MH and Grove 1 1 2/6 2/6 Per sched

Main Guest Arrival Day From BOI & private jet centers to Grove, 43 1 0 200 7 80 0 2/6 2/6

All

Day/NightSun Valley Group by

private planes Western Aircraft to Grove 20

Dine Around

Grove to Leku Ona, Bardenay, Berryhill,

Chandlers (most guests will walk weather

permitting) 2 240 2 0 0 2/6 2/6 6p-9p

Dessert Reception From Dine Around back to Grove 2 290 9p-10p

25 2 5 - 13 90 0

Sun ValleyBoise

Updated Assumptions and Notes:

1)OC Celebrity vehicles & drivers scheduled by Salle's team for airport

and ceremony schedule only,- four vehicles and drivers provided not

enough, plan TBD

2)Showcase Limosine willl provide private chauffered vehicles when

requested and paid for by guest VEHICLE CREDENTIALS graphics

provided by CE, printed by GOC

3) GOC will contract 25 vans for Boise and 10 vans for SV, guides in SV

will be drivers

4) SOI/CE has contracted for the mini busses with Boise Shuttle-

VEHICLE CREDENTIALS - graphics provided by CE, printed by GOC

5) Delegation and observer group needs will be requested by Jon-Paul

6) Tranportation guide per coach provided by GOC, SOI requesting this

on all coaches Saturday - Monday

7) SV vans will be delivered and picked by GOC, Beth is arranging

overnight parking

GOC does not have

coverage on 2/5

Mini-busses

contracted by SOI

w/ Boise Shuttle

25 2 5 - 13 90 0

Saturday, 7 Feb

Mountain Home transport To and from MH to Grove 1 1 2/7 2/7 Per sched

Motorpool Vans Driven by MH volunteers 10

Opening Ceremonies,

Founders Grove to Idaho Ctr, BSU, back to Grove 8 250 10 64 30 2/7 2/7

12pm to

9pm

Opening Ceremony ASF

guest shuttle for Parade Idaho Center parking lots 4 2/7 2/7 3p-9p

Board Mtg Location TBD 1 30 1 0 15 2/7 2/7 8a to 12p

SV Group arriving private

plane - COVERED BY GOC BOI to Grove, Founders back to BOI ? 20 13 20 11 2/7 2/7 9a to 10p

Arrivals

Swing vehicles for airport arrivals, shuttle to

OC &FR 1 20 3 3 0 2/7 2/7 8a to 10p

0 1 10 - 31 87 56

Sunday, 8 Feb


Motorpool Vans Driven by MH volunteers 15

Coca-Cola Volunteers

Arrival of wave 2, BOI & Jackson Jet to

Grove, dinner 11 2 2 2/8 2/8 all day

Blue Track

Floor Hockey/Speed Sk/Sports Exp

Spot @ GRV 8:30a--End 3:30p 1 23 1 11 7 43 2/8 2/8 Mng/Aft

Purple Track

MISY/Floor Hockey/Sports Exp/Healthy Ath

Spot @ GRV 9:30a -- 5:30p 1 21 1 10 7 40 2/8 2/8 Mng/Aft

Red Track

Ski group to Bogus Basin

Spot 7:30a--9:30a--Ret 3p 2 16 3 8 5 32 2/8 2/8 Mng/Aft

Green Track

Fig Sk/Sport Exp/Youth/Health Ath

Spot 12:30p--5:00p 1 25 3 12 7 48 2/8 2/8 Mng/Aft

GoldTrack

Floor Hockey/Heathtly Ath

Spot 11a--5:30p 1 26 13 7 47 2/8 2/8 Mng/Aft

Black Track

Speed Sk/Sports Exp/Floor Hockey

Spot 9 ---Return 3p 1 13 1 6 7 28 2/8 2/8 Afternoon

Kids Corps Youth Summit 1 15 1 10 1 28 2/8 2/8 Mng/Aft

SV Track

Boise Departure, Lunch, Snowboarding,

Dinner 1 14 1 0 10 26 2/8 2/8 all day 8 8 15 6 2/9 Aft/Eve

15 2 8 - 14 70 53

4

Updated Assumptions and Notes:

1)OC Celebrity vehicles & drivers scheduled by Salle's team for airport

and ceremony schedule only,- four vehicles and drivers provided not

enough, plan TBD

2)Showcase Limosine willl provide private chauffered vehicles when

requested and paid for by guest VEHICLE CREDENTIALS graphics

provided by CE, printed by GOC

3) GOC will contract 25 vans for Boise and 10 vans for SV, guides in SV

will be drivers

4) SOI/CE has contracted for the mini busses with Boise Shuttle-

VEHICLE CREDENTIALS - graphics provided by CE, printed by GOC

5) Delegation and observer group needs will be requested by Jon-Paul

6) Tranportation guide per coach provided by GOC, SOI requesting this

on all coaches Saturday - Monday

7) SV vans will be delivered and picked by GOC, Beth is arranging

overnight parking

GOC does not have

coverage on 2/5

Mini-busses

contracted by SOI

w/ Boise Shuttle

C:\Documents and Settings\cschumann\Local Settings\Temporary Internet Files\Content.Outlook\10NHF9BH\ASF Transportation Grid - as of 1-29.xls


FINAL VERSION

Updated 01/29/09

By CS/CE Group


Mini-


Host/

other

Total

pax

Start

Date

End

Date Time Van

Mini-

bus

Coac

h

Driver

s Guide Hosts

Start

Date End Date Time

contracted by SOI

w/ Boise Shuttle

Monday, 9 Feb


Motorpool Vans Driven by GOC volunteers 15

Guest Departures Grove and 43 to BOI as needed 50 5 2/9 2/9 Mng/Aft

Blue Track

Youth Rally/Figure Skating/Healthy Ath

Spot 9:30a---Ret 5p 1 26 1 13 7 2/9 2/9 Mng/Aft

Purple Track

Youth Rally/Speed Sk/Fig Sk

Spot 9:30a--Ret 3p 1 26 0 13 7 2/9 2/9 Aft

Red Track

Youth Rally/Floor Hockey/Healthy Ath

Spot 9:30a-Ret 4:30p 1 26 1 13 7 2/9 2/9 Mng/Aft

Green Track

Youth Rally/College Summit/Floor Hock

Spot 9:30a-Ret 4:30p 1 30 1 15 7 2/9 2/9 Mng/Aft

GoldTrack

Young Ath/Speed SK/

Spot 1p ---Ret 3:30p 1 30 3 15 7 2/9 2/9 Mng/Aft

Black Track

Young Ath/Fig Sk/Summit/Healthy Ath

Spot 12:30p--Ret 5:30p 1

Coca-Cola Volunteers Dessert Reception @ Grove 21 0 0 2/9 2/9 Evening

Sun Valley Transfer Youth Rally and Depart to Sun Valley 1 30 1 0 7 2/9 2/9 9a-4p

Kids Corps Youth Rally, TBD 1 20 1 2 2/9 2/9 All Day

SV Track A n/a 8 1 9 15 6 2/9 Aft/Eve

15 0 9 - 14 69 44

Tuesday, 10 Feb

Mountain Home transport To and from MH to Grove 1 1 2/10 2/10 Per schedDepartures Wave 1/Arr

Wave 2 Grove and 43 to BOI 50 1 2/10 2/10 Mng/Aft

Purple Track

Ski group to Bogus Basin

Spot 7:30a, P/U Bogus 2 pm 20 2 10 7 2/10 2/10 Mng/Aft

Blue Track

Floor Hockey/Speed Sk/Olympics Town

Spot 8:30a--Ret 3p 1 20 2 10 7 2/10 2/10 Mng/Aft

Red Track

McCall

Spot 7:30a -- Ret 5:00p 1 22 1 11 7 2/10 2/10 Mng/Aft

Kids Corps TBD 1 12 1 2 2/10 2/10 All DayKids Corps TBD 1 12 1 2 2/10 2/10 All Day

SV Track A n/a 8 1 9 15 6 2/10 Aft/Eve

0 0 3 - 7 31 23

Wednesday, 11 Feb


Blue Track Shuttle Floor Hockey 1 30 1 15 7 2/11 2/11 Mng/Aft

Purple Track Shuttle Speed Skating 1 20 1 10 7 2/11 2/11 Mng/Aft

Red Track Shuttle Figure Skating 10 1 5 7 2/11 2/11 Mng/Aft

Kids Corps TBD 1 10 1 1 2/11 2/11 All Day

SV Track n/a 8 8 15 6 2/10 Aft/Eve

SV Departures n/a 1 Aft/Eve

0 0 4 - 5 30 22

Thursday, 12 February


Blue Track Shuttle Floor Hockey 1 30 1 15 7 2/12 2/12 All Day

Purple Track Shuttle Speed Skating 1 28 1 14 7 2/12 2/12 All Day

Red Track Shuttle Figure Skating 28 1 14 7 2/12 2/12 All Day

2010 Gala 2 50 5 30 20 2/12 2/12 6p-10p

Kids Corps TBD 1 10 1 1 2/12 2/12 All Day

SV Departures n/a 1

0 0 6 - 10 73 42

Friday, 13 February


Track 1 Floor hockey 1 35 1 15 5 2/13 2/13 9a-11a

Track 2 Speed Skating 1 10 1 5 2 2/13 2/13 10a-11:30a

Sun Valley Arrivals

BOI airport to Grove then ceremony then

airport 1 20 1 2 2 2/13 2/13 3p-10p

Closing Ceremony 2 100 2 20 10 2/13 2/13 3p-10p

0 0 6 - 6 42 19

Saturday, 14 Feb Departures 2 100 6 2/14 all day

Resort vehicles

Coach to Boise, Resort

vehicles to Hailey

Hotel Shuttle available



FINAL VERSION

Updated 01/29/09

By CS/CE Group


Mini-


Host/

other

Total

pax

Start

Date

End

Date Time Van

Mini-

bus

Coac

h

Driver

s Guide Hosts

Start

Date End Date Time

contracted by SOI

w/ Boise Shuttle

Staff (15)

Wheeler, Peter dedicated sedan, no driver 1 0 0 1/26 2/15

Scannell, Christa dedicated van, no driver 1 0 0 1/26 2/15

Widdess, Kim dedicated van, no driver 1 0 0 1/19 2/15

Urban, Emily dedicated van, no driver 1 0 0 1/19 2/15ASF Program Advance

Team 4 dedicated vans, no drivers 4 0 0 2/2 2/15

ASF Transportation Team 1 dedicated van, no drivers 1 0 0 2/2 2/15

Seckler, Kirsten dedicated sedan, no driver 1 0 0 2/2 2/15

St. Germain, Jon-Paul dedicated sedan, no driver 1 0 0 1/15 2/15

Todd, Lee dedicated sedan, no driver 1 0 0 1/15 2/15

Bowler, Venisha dedicated sedan, no driver 1 0 0 2/3 2/15

Torheim, Ase 1 dedicated van, no drivers 1 0 0 2/3 2/15

Turrentine, Drake 1 dedicated van, no drivers 1 0 0 2/3 2/15

Alldridge, Beth 1 dedicated van, no drivers 1 0 0 1/27 2/14

STAFF TOTALS: 16 0 0 0 0 0 0 0 0 0


After Action Report

Functional Area: Volunteer and Guide Recruitment and Training

Manager: Liz Warwick (CE Group)

Note: Lisa Dietz (SOI) facilitated on the ground recruitment, assisted Liz with orientations and

training sessions, and managed both groups during the program.

Objective: The purpose of this department is to select, inform, train and manage all

Guides and volunteers required for the planning and execution of the program.

The Plan:

Staff on site: One manager, plus two volunteer commissioners

Duties include:

• Confirm volunteer needs with Ops Director

o This was constantly a work in progress

• Confirm guide needs with Peter Wheeler

o Ratio changed from 1:4 guest couples to 1:1 – 30 days before the Games

• Work with GOC volunteers leadership

o Completed; but they were of little assistance

• Determine sources for recruiting positions (SOI, local etc.)

o Completed

• Determine process and procedure related to securing local staff

o Completed

• Create a master list of all names, work dates and source

o Lisa Dietz compiled

• Determine communication plan to keep them informed

o Liz did outline of needs – Lisa made the direct connection

• Draft master timeline for all deliverables

o Completed

• Determine on site training schedule

o Completed – there were 5 training sessions total

• Produce training manual (CE Group)

o Completed and distributed to trainees

• Determine uniform needs

o Discrepancy between what Guides received and what Volunteers received.

• Create master shift schedule for on site

o Completed

• Coordinate with F&B department on meals as required

o Completed (issues at COG location)

• Resolve any HR related issues on site

o Completed

• Be cheerleader for staff focused on inspiring positive spirit and ‘can do’ attitude

o Was coach for Lisa Dietz

• Recruit guides

o Lisa Dietz took on site pre Games lead with coaching from Liz

• Manage executive staff

o Not sure what this is


o Completed

SCOPE ADDITIONS

COCA-COLA

• Dedicated advance briefing for Coca-Cola

• Design separate volunteer program for Coke volunteers at Sports Experience.

• Coordinate with Venue Managers at COG and lead for Sports Experience for integration of Coke

personnel into Sports Experience program

• Weekly conference calls and 4 meetings in ATL with Coca-Cola team on their volunteer progress

• Provide walk through and training on site at Sports Experience for Wave 1 and Wave 2 volunteers

• LW was link to Lisa Turner for all advance needs on TCCC volunteer program (on site linkage to Liz

and Christa)

• Dedicated on site training for Coca-Cola staff

COACHING LISA DIETZ

• As Lisa Dietz was a junior staff member assigned to a designated Senior Staffing Manager position,

and did not have the experience to fulfill this role on her own, Liz was placed as an ongoing resource

for Lisa in the work that she did pre-Games. Liz had multiple calls from Lisa on multiple days during

this time period. Lisa did a great job in recruiting the necessary guides in Boise.

What Worked:

• The guide program, in general, worked. Guides were trained well and in most cases (based on

feedback) provided a great service for the guests.

• The training program for Guides and Volunteers was comprehensive providing good background

information on SOI, The Idaho Games, The All-Star program and their specific role in supporting the

program.

• Mountain Home Air Force Base filling in the gaps on staff support in areas in transportation (under

Christa’s direction) and venue support (for Tracks).

Challenges:

• The recruitment process started too late – as we were waiting for a designated Staffing Manager to

be identified by SOI . (This position was initially identified to be part of the CE Team, but CE was

advised by SOI, that SOI would provide that staff person).

• The number of Guides needed for the program changed 30 days before the Games. It increased

from 30 Guides to 90 Guides. Tim wanted to modify the ratio so that every couple had their own

dedicated Guide.

• Sourcing Guides and Volunteers in the Boise area was a challenge as there were very few people

who could take off the time required to play that role (As a high percentage of people in the Boise

area work full time). Shift schedules and an additional training segment needed to be added to

accommodate more staff than originally required in order to fill in the Guide/Volunteer gaps on the

schedule.

• Some Functional area managers got in so late on site in their on site role, they didn’t have time to

really assess best usage of volunteers to support their area.

• Staffing Manager got assigned too late in the project and she was overwhelmed.

• SOI senior staff ‘dismissed’ Guides as they wanted to personally manage some of the guests

themselves.

Recommendations:

• Identify experienced Staffing Manager earlier in the process – and provide one additional person for

the on site recruitment process;

• Ideally, this position should come from the third party providing operational support services as this

Staff Manager position is directly linked to providing operational and guest service support. Lisa

really didn’t know the work that the CE Group did on the overall program – and she didn’t have an

understanding of the positions that she needed to recruit volunteers for.

• Guiding Principles on Guide Management are put in place so that SOI senior staff can’t arbitrarily

decide to dismiss Guides selected and trained for the program.

Documents To Include:

Guide Interview Process

Guide Interview Form

GUIDE Interviews

Info for Lisa and Kim for 1/15 Boise visit

Purpose of Guide:

To provide an enhanced level of service to the VIP (All-Star guest) to indicate the value

that SOI places on that guest.

Purpose of Interviews:

In order to ensure that the Guide is a good match for the VIP (and visa versa) there is a

certain criteria that needs to be in place for an individual to become a Guide. The criteria

is:

General:

• A fluent English speaker

• A positive, cheerful personality

• A good communicator; articulate

• An initiator, who can problem solve, if necessary

• Knowledgeable of Boise area

• Mature adult (not enamored with being around a VIP)

Time Commitment:

• Is available for an in person interview in Boise (dates to be filled in by

Lisa/Kim)

• Is available for the Training session (either 1/31 or 2/1)

• Is available for:

� Friday, February 6 – airport meet and greet, escort VIP to hotel

(via ASF transportation) provide general briefing to VIP at hotel.

(Will need some for Dine Around that night as there are 4 locations

and only 10 Coke vols (who will also be escorts).

� Saturday, February 7 – check in by phone in the morning,

possibly attend Opening Ceremonies (we need to discuss w/Kim

on this piece) as they will not be able to go into Founders

Reception afterwards.

� Sunday, February 8 – attend Track activities with their particular

VIP. Start of day depends on Track. Generally 8:30am at hotel –

return to hotel between 5 and 6pm that day. All Guides will be

briefed prior to going on Track by Track leader and Kim (in small

group sessions). NOTE: 20 ASF depart for Sun Valley that

morning.

� Monday, February 9 – attend Track activities with their particular

VIP. Start of day depends on Track. Another 30 people depart for

Sun Valley at 1pm.

� Tuesday, February 10 – new schedule starts for Guides.

Minimum time is outlined above – Friday through Monday.

NOTE: If VIP goes to Sun Valley either Sunday or Monday – Boise

Guide remains in Boise.

Materials that will be provided to Guide:

• Training Information (given out either Sat., Jan 31 or Sun., Feb 1)

� Training Material - General (About Special Olympics, The 2009

World Games, the 2009 Sports and Venues, Sponsors)

� Training Material – ASF Specific ( About the program, Tracks,

Social Activities)

� Training Material – Volunteer Specific (About hours, meals,

apparel, transportation, problem resolution, etc).

� Contact List – Resources (Laminated contact cell phone list for

Guest Services, Transportation, Emergencies, Lisa Dietz).

� Official ASF Volunteer credential and pouch

� Official ASF Volunteer vest

Paperwork/Steps

• Completes application/liability waiver and gives to Lisa

• Completes in person interview in Boise (w/Lisa or Kim)

• Commits to minimum time commitment (see above)

• Provides cell phone number to Lisa for follow-up contact

• Review Code of Conduct and agrees

• Attends training session

• Receives airline arrival information (from ??) and coordinates VIP

airport pick-up with Shane Kyle

• Reviews VIP schedule and Track assignment PRIOR to VIP pick-up at

airport – and understand flow for the day.

• Touches base with VIP – either by phone or in person each morning

• Guide service concludes when guest has departed either for Sun Valley

or home city.

• Extended stay VIPS and Wave 2 VIPS – also need to be addressed.

(Follow-up discussion with Lisa and Kim regarding this.)

• Exit Guide survey to be completed by Guide (Liz to draft survey).

1/10/09

_________________

Last Name

GUIDE Interview

Guide Data:

Date ________________________________________________________________

Interviewer __________________________________________________________

Location ____________________________________________________________

How did Guide hear about ASF volunteer opportunity? _______________________

Name of Prospective Guide _____________________________________________

Address (Street) ______________________________________________________

Address (City, State, Zip) _______________________________________________

Telephone:

Cell ________________________________ Home __________________________

Checklist:

General:

____ Fluent in English

____ Positive, cheerful attitude

____ Good communicator, articulate

____ Takes initiative; Comfortable problem solving

____ Knowledgeable of Boise area

____ Mature adult (not enamored with being around a VIP).

Process:

____ Complete application

____ Had initial phone conversation with Lisa

____ Available for Interview

____ Available for Training Session - Session ______________

____ Available for all 4 days of service

___________________________________________________________

___________________________________________________________

____ Review Code of Conduct and agrees

Other Notes:

____ Recommended for Guide program

____ Individual withdrew because ___________________

____ Not a good match

AFTER ACTION REPORT

FUNCTIONAL AREA: Welcome Center and Lounge

MANAGER: Julie Pierce

OBJECTIVE: Create an inviting, comfortable, well designed space to greet guests upon arrival, distribute

gifts and information, and serve as a retreat or meeting place for guests.

THE PLAN:

• Located in contiguous space in suites 319, 320 and the Riverfork room , 3rd floor, Grove Hotel.

• Adjacent storage in Suite 316 (with adjoining door).

• Suites overlook figure skating competition.

• Suite 320 designed as main greeting area and distribution of guest packets and credentials.

• Suite 319 designed as internet café with seating overlooking competition.

• Riverfork, largest space, used for jacket distribution and hospitality (light snacks, Coca-Cola

products, coffee) with some seating at tables and views of the competition.

• Staffed by manager, guest services manager, SOI staff on Feb. 6 and 7, and volunteers.

• Location for program billing and staffed by Rosa Proctor on Feb. 6 and 7.

• Hours of operation

o Wednesday and Thursday, Feb. 4 and 5, load in

o Friday, Feb. 6, 8 am – 10 pm

o Saturday, Feb. 7, 8 am – 1 pm, 5 pm – 10 pm

o Sunday, Feb. 8, 8 am – 9 pm

o Monday, Feb. 9, 8 am – 9 pm

o Tuesday, Feb. 10, 8 am – 9 pm

o Wednesday, Feb. 11, 8 am – 9 pm

o Thursday, Feb. 12, 8 am – 8 pm

o Friday, Feb. 13, 7 am – 11 am, load out (minor league hockey game in arena this night)

WHAT WORKED:

• Bio book w/photos useful for putting a name w/a face

• Extra storage room for backstock and storage

• Two persons manning the check-in

• Distribution of gift bags and coats went smoothly once organized

• Great views of rink from suite(s)

• Internet café and printers helpful and utilized

• Food service was consistent as were drinks on hand

• Guests felt welcome and frequented welome center

CHALLENGES:

• Keeping those out of the lounge that were not VIP guests

• Discerning who the VIP guides were

• Multiple entrances at first which were later reduced to one and that helped with crowd control

• Having itineraries on hand when guests checked in; many were not available at the time the

guest arrived and they had to wait

• Name of Welcome Center made it sound like it was open to everyone; suggest renaming to ASF

Hospitality or ASF Lounge.

RECOMMENDATIONS:

• Hours of operation could be reduced in the evening as guests had night time activities

• Have land line for welcome center to be able to communicate w/Op center

• Have more coat sizes/styles for women

• Include some coats for kids if appropriate

• Gift bags need to have definite instructions on what’s to go inside; had to restock and unstock

items more than once

• Master list could set forth what fees were paid by guest so welcome center workers are clear on

how many coats to distribute to VIP guests

• Gift bags with more tangible gift items; seemed to have good informational collateral/maps but

could have more personal items of value for the guests. Could SOI approach other corporate

sponsors to donate gift items? For example: hand warmers, chapstick, cool keychain w/a

sponsor’s name on it, blinking Coca Cola pins (highly sought after), jump drives. Anything that

might appeal to a guest that they would take home and continue to use. If these items had

sponsors logo and the SOI logo on them, even better!