OPERATIONAL & 

FINANCIAL HISTORY

FACILITY MANAGEMENT EXPERIENCE

NEW & EXISTING

  • Administration (support, phones, filing, reporting, etc.)

  • Organizational Structuring/Restructuring

  • Finance/Budget

  • Contract/Lease Negotiations & Contract Management

  • Operations/Maintenance/Housekeeping/Conversions/Set-ups

  • Engineering/Trades

    • HVAC, Utilities, Energy Management - LEED/Green Initiatives

    • Electrical, Plumbing, Carpentry, Landscaping & Welding

    • Contractor/Vendor Agreement Negotiations & Contract Management

  • Security (Facilities/Screening/Life Safety/Emergency Preparedness/First-Aid)

  • Parking/Transportation

  • Operational Manual Development/Policy & Procedure Development

  • Marketing/Advertising/Public Relations/Social Media

  • Recruitment/Hiring/Training/Training Program Development

  • Procurement/FF&E/Inventory Management

  • Event Coordination/Production

  • Effective day-to-day Communications

  • Technical Services (audio/rigging/stagehands/broadcast/IT/CAD/signage)

  • Concessions & Catering – F&B/Retail/Novelties

  • Guest Services/Concierge Services

  • Schedule Coordination (projects, events, staffing, contractors, etc.)

  • Construction Management & Coordination

  • Capital Project Management & Coordination

  • Preventive Maintenance Programs (facilities, equipment, systems, alarms, etc.)

  • Office Cleaning/Floor Maintenance/Carpet Cleaning

FACILITY  EXPERIENCE

  • Dome/Stadium’s

  • Arenas

  • Performing Arts Centers

  • Amphitheaters

  • Baseball Parks

  • Football & Soccer Stadiums

  • Ice Arenas

  • Convention Centers

  • Office Buildings & Retail Locations

  • Training Facilities

  • Multiple Facilities

  • Parking Garages & Parking Lots

  • Festivals & Fairs

  • Warehouses/Distribution Center

  • Golf Tournaments

  • Auto Shows

Life Safety Evaluation Plan

  • Designed and Coordinated the comprehensive review of ALL of the physical and operational components of the entire Life Safety Plan

DAY-TO-DAY OPERATIONS

KNOWLEDGE AND EXPERIENCE IN ALL FACETS OF FACILITY MANAGEMENT

  • Administration

  • Finance/Procurement/Budget/Payroll

  • Booking/Contract Negotiation/Event Scheduling/
    Settlements

  • Fundraising/Community Investment

  • Marketing/Advertising/Sponsorship/Group Sales/
    Public Relations

  • Event Coordination/Production

  • Effective day-to-day Communications

  • Operations/Maintenance/Housekeeping/Conversions/Setups

  • Engineering/Trades/HV AC/Utilities

  • Events of all types and sizes

  • Security/Life Safety/Crowd Management/First Aid

  • Parking/Transportation

  • Box Office/Ticketing/Scaling/On-Sales

  • Technical Services (audio/rigging/stagehands/broadcast/IT)

  • Concessions/Retail/Premium/Novelties/Catering

  • Guest Services/Tours/Employee Scheduling

  • Capital Project Coordination

  • Preventive Maintenance Programs

Culture/Staffing/Guest Services - Facility Start-Up

  • Effective Organizational structure development and implementation to efficiently accomplish the desired goals and establish the desired standards of the facility

  • Job descriptions/task statements

  • Staffing levels and deployment

  • Mass Hiring coordination

  • Selecting a qualified “team” oriented staff (us, we, ours), including contractors

  • Training and orientation program development, implementation and ongoing plan 

  • Employee Handbook development and implementation

  • Volunteer Coordination and Training (Grand openings, NCAA, USOF, SASF, etc.)

  • Quality control program

    • Secret shoppers

    • Focus groups

  • Staff Recognition Programs

  • Leverage sponsor & partner relationships "Buy-in"

  • "All Calls" on radio, above & beyond, program award cards, employee of the month, etc.

Facility Restructuring/Reorganization

  • Worked with staffs from Fulltime (6 to 70+) and Parttime/contractor (30 to 1200)

  • Worked with Unions and Nonunion facilities

  • Outsourcing (Levy, AraMark, Andy Frain Services, Contemporary Services Company, ServiceMaster, Unicco, AmeriPark, Central Parking Systems, assorted electrical, decorator & AV companies, HVAC (SML & York), MHCC Concessions)

  • Municipal Agencies (establishing and implementing standards)

Box Office

  • Startup

    • Contract Negotiations

    • Operating Manual and Policies and Procedures development

    • Operations (P&P/staff/training/monetary transactions/security/onsales/
      refunds/disbursement P&P’s/etc.)

    • Equipment (bar coding (facility & parking), kiosks, etc.)

  • Major events “On sale” coordination (Plans and procedures)

  • Computerized and hard ticket sales and distribution

  • Settlements & presettlement procedures

  • Cancellation vs. Postponement policies and procedures

  • Scaling/holds/report development/etc.

Manual Development

  • Emergency Management Plan (Federal Guidelines Used
    same language Federal Government plans)

  • Event Booking Binder (To/From Table w/all expenses

  • Policies and Procedures - general practices

  • Security Manual

  • Transportation Plan

  • Event Postponement/Cancellation

  • Production/Promoter Guide

  • Box Office Manual

  • Media Guide

  • Employee Handbook - Human Resources

  • Many types of forms

  • Event Prospectus

  • Radio Policies and Procedures

  • Facility Credential Program

  • Life Safety Evaluation

    • Policies and procedures

    • Analysis

      • Capacities/configurations/routes/etc.

    • Forms

    • Announcements

  • Y2K Plan

  • WebSite

    • Development and implementation

Guest Services

  • Creation of branded Guest Services approach throughout facilities with all contractors participating to bring unified approach to guest service and working together as one team
    (regardless of where our paycheck comes from)

    • First Impressions

    • Fans First

    • First Class Full Service

Concessions/Retail & Novelties/Premium/Catering/Parking

  • In-House & Contracted (“outsourced”) Concessions & Catering Operations

    • General Concessions

    • Catering

    • Retail & Merchandise (Memphis Grizzlies)

    • Premium Areas - Suites, ClubBoxes, ClubSeating, Party Suites, etc.

    • Parking Operations & Barricading

  • In-house operations (MHCC & Expo facilities)

  • Harvard Stadium/Boston Commons/Nantasket Beach

    • Concessions

    • Novelties

Transportation & Traffic

  • Standard and Special Event Transportation Plan Development

    • Coordination with:

      • Staff

      • Tenants/Promoters

      • MPD/SAPD/SAFD

      • Traffic

      • TXDOT/Transguide

      • County/Sheriff

      • Via

      • Bus/Taxi/Limo Companies

  • Special Event meetings and briefings

  • ITS system development and implementation

  • SST/CMT Committee “Communication”

  • Parking lot designs

  • Park N’ Ride facilities design and program implementation

  • Handicapped accessibility issues

  • Signage & barricade plan design & implementation (on and off site)

CROWD MANAGEMENT/SECURITY/LIFE SAFETY

Working Relationships

  • Worked and coordinated with many outside and internal security agencies at the
    Federal, State and Local levels

    • DHS/FEMA, FBI, ATF, Secret Service (Vice President), TABC

    • DPS (Governor), State Police, State Fire Marshal’s Office

    • MPD/MFD, SAPD/SAFD, local Sheriffs’

Projects

  • I have participated in many Crowd Management/IAVM/NCS4 programs/projects

    • Crowd Management seminars

      • Panel member

      • Participant

      • Participated in the IAAM “Crowd Management” Training Video

      • Written articles (IAVM/Gil Fried book, etc.)

      • ADA seminars

New Facility and Existing Facility Security Plan

  • Plan Development/Design

    • Develop, implement and maintain standard operating procedures

    • Systems design and implementation

    • Being ready for the unexpected (proactive vs. reactive)

    • Staff types and Deployment

    • Planning and Communication (essential components to effective safety)

    • Identifying Roles of each position (what/who/where/when)

      • Security Control

      • Event Control and PBX

      • Fire department command center

      • Control Point

      • Staff

      • Volunteers

      • Agencies (Internal and External)

      • FirstAid

      • Information booths (literature, schedules, checkin,
        wheelchairs, hearing assistance devices, TDD units, etc.)

    • Announcements (Inside and Outside)

    • Videos (rolling messages trash,
      traffic, etc.)

FINANCE & BUDGET PROGRAMS

Budgets

  • Budget creation for new and existing facilities

  • Computerization plan and implementation

  • Budget administration/monitoring

  • Produced and developed proformas and event mixes

  • FF&E development

  • Procurement policies and procedures and implementation

  • Annual Contracts and monitoring process for contracts

Expense Reduction Measures

  • Lean & Mean Philosophy

    • Organizational Adjustments

    • Event Staffing Levels/Redeployment

    • Conversion Methods

    • Utilization of Equipment

  • Analyzing & Monitoring the budget

  • Preventive maintenance

  • Capital Improvements

  • Staff Restructuring/Reorganization/Reduction

  • Energy Management Procedures & Rate adjustments

    • Outsourcing

    • Creative contract negotiations & bidding process

Revenue Enhancement Programs

  • Facilities Management

    • Creation of a new subsidiary company for the management services of additional facilities

  • Marketing & Booking (Events, Publicity, Attendance, etc.)

  • Service Enhancements (Box Office, Advertising, Sponsorship, Membership, Concessions/Catering, Parking, User fees, Fundraising, Equipment, Labor, Utilities)

  • Naming Rights (facility, seats - PSL’s, Lexus Lounge, Kid’s area's)

  • Plaques, bricks

  • Leveraging buys with promotions

  • Retail

    • Business & Marketing Plan

    • Outsourcing/In-house

  • Suites, ClubSeats, Super Boxes

    • Upgraded amenities

    • Restrooms, wait service, lounge areas, seat types/sizes, covered, a/c, programs, etc.

Captial Improvement Campaigns/Projects

  • Done in-house as well as contracted projects

    • Design, Construct and Implement into operation

  • The CIP’s have generated additional revenue through increased F&B sales, naming rights & sponsorship opportunities, reducing operating costs, enhanced services, increased security and improved the facility image & amenities

Designed & Published by Brian Waugh

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