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Risk Mgmt Florida Restaurant and Lodging Show

Risk Mgmt Summer B

Gina Schneider

on 26 July 2011

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Transcript of Risk Mgmt Florida Restaurant and Lodging Show

What could be lost?
-Time Step 1:5 W's Who:
Restaurants (chain and independent)
Fast food establishments
Restaurant architects & designers
Corporate dining facilities
Correctional facilities
Bars/Night clubs
Others that are experienced in the food service and lodging industries What: Florida Restaurant and Lodging Show Where: Orange County Convention Center When: September 8-10, 2011 Initiation Process, Tools, and Techniques:
Risk Identification Brainstorming:
-What additional issues can we come up with?
-What are we missing? Why:To discover new foodservice and hospitality industry trends, ideas and products Documentation Review:
-What has been done before?
-What lessons can we learn? Risk Assessment Meeting:
-Do we have all of the stakeholders present?
-What additional areas are we going to impact? Work Breakdown Structure Review:
-Does our checklist contain all the required steps?
-Can we change/add anything? Process, Tools, and Techniques:
Risk Analysis Not Doing:
Gap Analysis and Hazard Mapping
(conduct annual reviews where we run these on previously identified items)
Interviews (redundent)
Scenario/Tabletop Exercise (can be accomplished in risk assessment meeting)
SWOT analysis (can be accomplished in brainstorming session) Planning Implementation EVENT Closure Decision Tree Analysis
-When we identify one risk, what are our alternatives, costs, secondary risks and benefits?
-Easy to identify during brainstorming session and discuss possible outcomes Influence Diagram
-Helps identify how foodbourne illness could create other risks Cause/effect analysis
-Effect is Foodbourne illness
-Work backwards to identify what possible causes are Not doing:
-Constraint analysis (already covered by doing other analyses)
-Fault tree analysis (already doing cause/effect analysis)
-Probability/Severity Matrix (chose not to get this in depth) Legal Responsibilities Liability:
-Will we be held liable for food borne illness outbreak?
-How can we avoid liability? Degree of care:
-Is the outbreak negligence, gross negligence, willful misconduct, or malice?
(Determined by intentions of the responsible party)
-How do we discover this information?
(thorough investigation) Applicable laws, codes, and ordinances Legal documents:
Contracts with Vendors
Potential contract riders
Confidentiality agreements regarding illness outbreak Contract clauses:
Indemnification: for the event
Insurance: specifying how much each vendor is responsible for
Permits and licenses: required for each vendor
Dispute resolution
Agency: proper authority
Choice of law and venue: to keep locality
Cancellation,attrition, and liability transfer: for food bourne illness
Termination: protects both parties for cancelation Accessibility:
-throughout the OCCC there are signs in Braille
-scooters, wheelchairs, oxygen mask rentals are available on site
-handicap accessible parking
-all restrooms are handicap accessible
-text phones are located throughout the facility
-theater has 27 wheelchair accessible spaces It is also important to consider behavioral expectations, scheduling, and the food served and how these things affect specific groups such as certain religions. -Intellectual Property:
-there must be language in the contract that places liability for infringement on exhibitor, not event. -Music Licensing:
-Must pay fees for all music used. -Privacy:
-Disclaimers on website and blogs that limit liability for 3rd party statements
-RFID badges and privacy
-Signage about surveillance
-Signage that images may be used for marketing (or info on registration) -Permits:
-Sale of goods
-Sale of alcohol
-Sale of food
-No outdoor events at restaurant and lodging show= no temp outdoor structures, no pyrotechnics -Ethical Issues
-Follow MPI Principles of Professionalism
-Equality, trust, honesty, integrity, clarity, sincerity Health and Safety -Life safety codes
- Fire safety: Must follow all government guidelines, and must have emergency plans in place. Life Safety Evaluation -Assembly Occupancy
-Occupant load
-Number and condition of exits
-Doors (unblocked, unlocked)
-Egress arrangement
-Emergency lighting
-Exits marked
-Protection of hazards
-Crowd managers
-Extinguishers, detection systems
-Alarms -Important to consider all potential hazards
-Safety meetings and site inspections must include subcontractors Public Health Issues -Waste management
-Especially important for food prep areas and for pest control -Sanitation and hygiene
-Must follow all health code regulations
-Training of employees and vendors
-Hand sanitizers and places to wash hands
-Plenty of restrooms (2 stalls/100 people)
-Hepatitis outbreak -Food Safety
-Must make sure exhibitors and vendors follow government regulations and requirements.
-State of Florida requirements and suggestions for safe food handling: http://www.doh.state.fl.us/environment/community/food/practice.htm
-Food safety at fairs and festivals by the CDC: http://www.cdc.gov/Features/FairsAndFood/
-Cooking for groups: http://www.fsis.usda.gov/factsheets/Cooking_For_Groups_Index/index.asp -Occupational Health and Safety
-Must have safe work environment (OSHA)
-Includes set up and break down where many injuries occur
-Training as a preventative measure
-Allow plenty of time
-Duty to warn (MSDS must be present) Administrative Safeguards Time Management
-Create a schedule
(when people move in/out)
-Define scope and deliverables
(what do we need and when) Financial Management
-budgets, costing and pricing,
accounting, asset and cash flow mgmt Human Resources Management Procurement Management Systems Management Critical Path Analysis
-Accomplished during Risk Mgmt meeting
-How long will it take to complete each task? Master Schedule
-Minimize idle time for personnel and equipment
-Reduces chances of overbooking personnel/equipment
-Allows big picture view of all the moving pieces Our Financial Risks
-Failure to track budget performance
-Improper bookkeeping practices
-Inaccurate revenue and expense projections
-Inadequate cash flow
-Theft, fraud, fines
-Unforeseen or increased costs Budget:
-Determine profit objectives
-Forecast costs and revenues
-Define and allocate financial resources
-Monitor!! Possible costs:
-Cleaning fees
-Connection charges
-Delivery charges
-Last minute changes
-Maintenance feels
-Meals for personnel
-On-site technicians
-Overtime labor costs
-Service charges
-Shuttle transfers
-Sponsorship benefits
-Unforeseen equipment rentals Cash flow
-Money in from vendors and attendees
-Money out to pay bills Record Keeping
-Document, Document, Document! HR Risks:
-Abuse/neglect of employment laws
-Criminal behavior/motives
-Idle/bored workers
-Incorrect scheduling/deployment
-Insufficient number of personnel
-Insufficient/ineffective training
-Labor union restrictions/disputes
-Lack of job descriptions, policies, recogntion, supervision
-Overworked staff
-Unclear expectations
-Unreliabilty Organizational structure and culture:
-Organizational chart
-Consideration of stakeholders
-What is our culture? Preparation:
-Acquire staff (Are we contracting anything out?)
-How many do we need?
-What tasks need to be accomplished? Motivation:
-How do we motivate our employees?
-How do we track their performance? Workforce relations:
-What are policies for discipline and termination?
(This is determined at managemnt level)
-What is our relationship like with labor unions?
(Having a good working relationship is important;
need to keep communication lines open) Sourcing, selecting, and contracting suppliers and vendors Risks:
-Ambiguous/incomplete specs
-Failure to monitor contract fulfillment
-Inadequate contract management
-Inadequate supplier communication
-Incomplete forms
-Unethical solicitation practices
-Unfair selection practices Policies and Practices:
-How do I purchase supplies?
-What policies apply to events I hold? Planning and Solicitation:
-What do I need to contract?
-How do I find and select contractors?
-What documents do I need? Contract and Contract Manager:
-Have all costs been accounted for?
-How do I determine compliance? Implementation and coordination of accontability, database, knowledge management, and knowledge transfers systems Identify and understand systems
-What systems could be useful?
-Can I make the process smoother? Managing Technology:
-Do we have too many systems?
-Are we too reliant on one system?
-What do we have for a backup?
-Do we know what to do if the system crashes? Communications Communications Management Information Management Stakeholder Management Timely information acquisition and distribution plus appropriate consultation Risks:
Ambiguous messages/terminology
Conflicting/confusing instructions
Equipment damage/failure
Operator error
Inconsistent or insufficient
Lack of centralized control/protocols
Missed/Misunderstood messages
System overload Internal and External:
-How are we going to communicate?
-What do we do to ensure clear communications?
-Who are the stakeholders and what are their requirements? Connectivity, command, and control:
-Who is in charge and where are they at?
-Do we have designated spokespersons? Equipment:
-PA system
-Two way radios
-Cell phones
-Pre-coordinated hand signals
-Signage Protocols:
-Channels and frequencies
-Limit idle chat
-No jargon
-Call signs Support documents:
-Site plans
-Technical diagrams
-Visual Aids
-Contact lists Our Risks:
-Access control
-Equipment malfunction/misuse
-Lack of training
-Lack of procedures
-Loss of key personnel
-Theft Information aquisition, distribution, monitoring and reporting:
-How do we share information?
-What do we monitor/report? Organization system:
-How do we receive, arrange, and preserve data?
-Have we standardized our procedures? Protection and Control:
-Where do we store our data?
(External database with a backup)
-Who has permission to access our data?
(Key personnel with a need to know) Retention and Perservation:
-What information do we need to keep?
(If there is a question about keeping it, keep it!)
-What type of media do we use to archive?
(Exteral hard drives, shared local drive, file cabinents) Stakeholder Analysis:
-Who are they?
(Sponsors, Vendors, Community leaders)
-What are their roles?
(Financial support,expertise of their
trade, awareness of event)
-What is their influence?
(May guide and influence decisions about
event) Role of communication:
-Addresses concerns and capabilities
-Engages and involves stakeholders Loss Prevention Loss Prevention= all measures
used to reduce the frequency
of losses How do losses occur?
-Theft Loss Prevention Process: Prevention
(Planning) Detection
(Awareness) Control
(Containment) Contingency
(Backup) Recovery
(Clean up) Contingency Plans:
-What is critical?
-What is vulnerable?
-What is uncertain?
-What is missing?
-What else??? The Domino Effect:
-One single vulnerablilty
can affect many other facets. Always do a trial run
of contingency plans. Contingency plans must be
in line with budget. Risk Financing:
-Self insured?
-Purchase insurance? Risk Management Funding:
-How do you allocate resources?
-How much? -How much insurance is needed?
-What types of insurance are needed?
-Take the advice of a private broker?
-Is insurance even available? Security Plan
-SVA to determine weaknesses
-Site survey Security Personnel:
-How many?
-What type? Contracted?
Law enforcement?
-Equipment Security Communication Plan
-Clear chain of command
-Command Post
-Equipment (Tested, Trained)
-Clear policies and procedures
-Incident Reporting and follow up Security must know:
-How to report incidents
-Who to report to
-Level of authority Preparing for Emergencies Crisis, Disaster, or Emergency? Being Proactive:
-Preparedness Being Reactive:
-Recovery Mitigation is critical.
-Identify all types of possible emergencies.
-How can they be avoided?
-How can the impact be reduced?
-Due diligence
-Use of contingency plans Identify Threats:
-Research historical data on other events.
-Know the area.
-Know the facility. Preparedness
-Are the plans realistic?
-Training EAP
-Detailed plans for course of action in case of emergency. Response:
-On-site responders?
-Access routes?
-Communication of vital
information Recovery:
-First priority is protection of people
-Consequence management: preventing escalation Evacuations:
-If unorganized, highly dangerous
-Critical to have a detailed plan
-Predict human behavior Medical:
-Site considerations Site Management Attendee Management Site Selection:
Nature of event:Trade show
Attendance volume: Large
Audience profile:Food and Lodging
Event timing: during traditionally slow time
for the local industry
Event duration: Thurs-Sat
Event location: Convention Center
Event frequency: Annually
Event attractions: Can change based on participants Important criterion:
-Adequate space for volume expected
-Reasonable cost
-Support readily available
-Meet compliance requirements
-Easy access with adequate parking
-Venue arrangement
-At venue that is familiar to attendees
-Built for this type of event
-Proximity Advancing event production:
-Familiarity with area still requires some advance research
-Survey event site for things that attendees may need to know Site hazards and vulnerabilities:
-Possible construction
-Crowd movement obstructions
-Decor features/equipment
-Equipment installations
-Noise levels
-Overhead rigging
-Parking/Pedestrian crossings
-rodents, snakes, spiders
-Slip/trip hazards
-Storage areas
-Utility hookup Site planning and development Infrastructure management Managing the logistics Attendee and participant management Crowd management and control Attendee care and comfort Site capacity and configuration:
-Layout already predetermined
-Vendors choose location when registering (incentive for those that register first) Site development:
-importation of equipment/services Transportation/traffic issues:
-Parking (Will there be enough space for
the amount of attendees/vendors we invite?)
-Traffic congestion (Is there any construction that
will impede the flow of traffic>)
-Pedestrian access (Are the pedestrian access points
blocked or are ingress/egress signs clear?)
-Traffic flow (What are the ingress/egress routes)
-Traffic control (We have someone stationed in the parking
lot to assess parking/traffic situations and make decisions
as necessary) Marketing Target Market for FRLS
According to FRLS website,
previous attendees include:
* Restaurants chain and independent
* Resorts/Casinos
* Hotels/Motels
* Bakeries
* Caterers
* Fast Food Establishments
* Restaurant Architects & Designers
* Corporate Dining Facilities
* Hospitals
* Schools/Universities
* Correctional Facilities
* Bars/Night Clubs Other issues to consider:
Credentials-provide vendors with passes to access back doors
while bringing in their equipment
Ground operators-people available that know what is going where
and can help direct the flow; also to provide attendees with
Loading area-needs to be free of parked vehicles, easy to find,
with either a specified time for each vendor to unload or someone
to direct/maintain traffic
Scheduling-determine if times coincide with rush hour/school traffic
and make necessary announcements to attendees if they need to allow
for extra arrival time
Shuttles-possibly provide shuttle service if we have a group of attendees
that are staying near the convention center
Signage-should be visible and easy to follow What advertising mediums should
be used?
-Print ads in trade magazines
-Direct mailers to previous attendees
and FRLA members
-Cross promotions with exhibitors
-Sponsors Parking:
Specified parking for vendors or attendees
Large vehicle parking
Back up plan if there are more attendees than
Lights in the lots should be working if we are
letting out after dark Utilities:
- HVAC set to be on during show times and on weekend, also
should have had proper maintenance
-Having enough power at each vendor's station for
their equipment
-Not overloading outlets with extension cords
-Ensure we have a back up power source and that it works
-Ensure access to water (both potable and non potable as
required) Public Relations
-FRLS offers complementary
PR assistance for exhibitors.
-Must have a crisis management PR
plan. Media Relations
-Partner with local media sources
-Partner with industry sources Sponsorship Management
-Not overly dependent on sponsorship
-Selective on choice and quantity
of sponsors
-Clear contractual obligations Flow and task sequencing:
-Requires a set time frame for each task to
be accomplished in and what task needs to be accomplished first (for example, having specified times for each vendor for bringing equipment to the loading dock and allowing them each enough time to unload and move their vehicles)
-Knowledge of how much space is avaiable to each vendor based on what booth the have received Loading docks:
-Ensure time restrictions are known and abided by
-Availability and working condition of freight elevators as applicable Ambush Marketing
-Contract with OCCC prohibiting hosp.
suite bookings by non-sponsors
-No suitcasing Move in through move out
-During meetings, walk through the timeline to ensure we have not forgetten any important steps Sales
-Secure website for registering
for show:
-Retail opportunities (Subcontracted?)
-Concessionaire rights and space Admission cotrol and credentials:
-Badges for vendors and nametags for attendees
-Preregistration is required
-Not open to the public, registrants should be involved in foodservice or lodging operations Arrival and departure:
-Start/End with dump mode as doors open/close
-Trickle mode for remaining times
-Queuing will be required for arrivals Crowd movement:
-Requires obvious route for travel with logical flow
-Walkways free of large objects, debris, cords, wet floors, or anything that could be dangerous
-Occupancy limits should be monitored
-Security may profile people that may be suspicious looking Crowd behavior:
-Not anticipating unruly behavior at our event,
however, we will have security personnel
prepared to handle a situation should it arise Crowd control:
-Local law enforcement will be nearby to assist as needed
-Security will be trained on crowd management and control
and make their presence known to avoid possible conflicts -Expectation is a casual crowd Concessions:
-Sold by percentage of sales or flat fee
-Effective product mix
-Proof of compliance with regulations
-Specific contracts Care and welfare:
-Needs of attendees/vendors are anticipated and provided for by convention center
-Sufficient space for attendees to congregate with food and beverages available
-Information readily available
-Signs visible and clearly understood Accomodations and hospitality
-Out of town guests are provided with information on local hotels/restaurants
-Transportation options available
-Information packets available in rooms for pertinent travel information
-VIP's that RSVP will have special accomodations, lounge with food and beverages that is close to the event, but allows privacy Customer service:
-Anticipate needs
-Courteous and conscientious employees will showcase our
convention center and the event
-Clear communication regarding expectations to staff, attendees,
stakeholders will ensure a successful event Program Design Sequencing
-Flow planning
-High demand activities
-Risk manager able to look at the big picture Environment
-Risk manager should have an active role in the design of the event
-Decor must not interfere with exits, access
-Wayfinding affects attendee perception and emergency situations
-Set up and breakdown must be considered Menu selection and planning
-Potential hazards to avoid Alcohol
-Changes nature of the audience
-Licensing and regulation
-Controlled access
-Regulation of exhibitors providing alcohol
-Possible hazard due to the nature of the hospitality
industry Entertainment and special effects concerns
not applicable due to the nature of the FRLS. Audiovisual technology must be booked through OCCC. Lighting is not likely to be an issue due to ample lighting at OCCC.
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