2009 World Winter Games PDL: Guest Program /MVPs

I. Plan II. Do III. LearnOverview/Purpose:

Guest Constituencies and BenefitsThe Guest Program was formally divided into two parts, the All-Star Fan (ASF) Program and the MVP (Most Valuable Program) Fan Program, in order to better serve the different needs of these constituencies. The GOC determined just two months prior to the Games that GOC Sponsors and GOC Supporters should not be nominated for either the All-Star or MVP Fan Program and should be managed separately. SOI managed the ASF Program, and Guest Services managed the MVP Fan, GOC Sponsor, and GOC Supporter guest Programs.All-Star Fan ProgramAll-Star Fans were national leaders, such as Presidents, Prime Ministers, and US Senators and Congressmen; celebrities; internationally renowned athletes; CEOs of global sponsors; SOI Board of Directors; and the GOC Honorary Board. About 350 All-Star Fans were expected to attend.The GOC Board was pulled out of the ASF Program in January 2009. The Executive Assistant to GOC CEO started managing the GOC Board at that time. MVP (Most Valuable Program) Fan ProgramMVP Fans were typically leaders of Special Olympics and sports organizations from states, nations, and regions as well as representatives from the local government. MVP Fans came from Argentina, Australia, Austria, Belgium, Bolivia, Canada, Caribbean, Chile, Costa Rica, Cyprus, Czech Republic, Ecuador, El Salvador, Finland, Germany, Great Britain, Honduras, Hong Kong, India, Indonesia, Ireland, Israel, Italy, Jamaica, Japan, Kazakhstan, Korea, Liechtenstein, Mexico, Netherlands, New Zealand, Norway, Peru, Puerto Rico, Romania, Russia, Slovenia, Spain, Taiwan, Turkey, Venezuela, and USA. MVP Fans could invite up to one sponsor or guest to join them. MVP Fans managed their own itineraries and often stayed throughout the Games.  GOC SponsorsGOC’s Corporate Development, partnering with Marketing, managed GOC Sponsors. Guest Services coordinated the distribution of tickets, invitations, and Guest Handbooks. GOC Sponsors received:Sponsor credentialsTickets to the Opening and Closing CeremoniesInvitations to the Founder’s Reception and other special functions based on their level of sponsorshipThe opportunity to sign up to present awards to athletes

GOC SupportersGOC Supporters included community leaders such as Idaho State Legislators, mayors, county commissioners, and security organization leaders, as well as General Managers of hotels and travel bureau leaders. GOC Supporters were offered tickets to either the Opening or Closing CeremoniesSome were offered invitations to the Founder’s ReceptionThey received the Guest Handbook They had the opportunity to present awards, in which case they were given credentials

Goals & Objectives:

The goal of the Guest Program is to promote life-long advocacy and support for the Special Olympics movement on the part of world-wide national leaders, sponsors, celebrities and Special Olympics and community leaders. By strengthening the Special Olympics movement, Special Olympics athletes world-wide will continue to have opportunities to strive for excellence as athletes and leaders.

Key Responsibilities:

Provide a safe and inviting environment where Guests can feel welcome, receive special attention and enjoy all aspects of the GamesManage MVP Fan Airport Information DeskManage MVP Fan Welcome CenterManage Family and Guest Lounges – in partnership with Family ServicesImplement Awards Presenter Scheduling processMonitor transportation needs and communicate issues to Transportation DepartmentManage entire program, using constant communication by cell phones and daily debrief with lead volunteers as well as other FA Managers

Schedules/Timelines:

Nomination memo sent by SOI to SOI Managing Directors (5 ½ months before Games) 22 August 2008Invitations mailed to nominated MVP Fans (4 months before Games)

7 October 2008MVP Fan registration deadline (first deadline) 15 November 2008Guest Handbook text submitted to Marketing for production

10 December 2008Guest Services Volunteer Training 6-13 December 2008Guest Services Operating Plan submitted 15 December 2008MVP Fan names to Credentialing Dept. (phase 1) 15 December 2008Email to Registered MVP Fans re awards sign-up, hotel & transportation

17 December 2008Volunteer Assignments finalized 7 January 2009Email Application Form for Presenters for Award Ceremonies to CE Group for ASF Confirmation packet 7 January 2009MVP Fan names to Credentialing Dept. (phase 2) 12 January 2009Pre-Games email to MVP Fans 20 January 2009Gather Welcome Packet material and Cards for MVP Fan Airport Info Desk

20 January 2009Produce and print Awards Presenter Application, Awards PresenterInformation form, and Award Presenter Confirmation card

23 January 2009Assemble packets for GOC Sponsors (decided to provide in batch, not by company) 28 January 2009Assemble packets for GOC Supporters 28 January 2009MVP Fan credentials delivered to Gail Hawkins 28 January 2009Assemble packets for MVP Fans 30 January 2009Venue Walk-throughs at nine venues 26 Jan – 4 Feb 2009Transportation Dept. briefing on transportation plan for Guest Services

30 January 2009MVP Fan names to Credentialing Dept. (phase 3) 2 February 2009Sort through all Credentials to identify problems and organize by Last Name

4 February 2009Guest Services Operations Center Open 5 February 2009MVP Fan Airport Information Desk Load-In and Open 5 February 2009MVP Fan Welcome Center Load-In and Open 5 February 2009Opening Ceremony (Official Beginning of Games) 7 February 2009Family & Guest Lounges at Sports Venues Open 8-13 February 2009First Awards Ceremony – Snowboard at Sun Valley 8 February 2009Return unused Closing Ceremony tickets to Salle Uberuaga

10 February 2009MVP Fan Airport Information Desk Closed 11 February 2009MVP Fan Welcome Center Closed 11 February 2009Closing Ceremony 13 February 2009After Action Report 13 March 2009

Events:Opening Ceremony: Saturday, 7 February 2009, 14:00 – 17:00Founder’s Reception: Saturday, 7 February 2009, 18:00 – 20:00Global Youth Rally: Monday, 9 February, 10:00 – 12:00SO Festival in Boise and Sun Valley (days and hours vary – see Schedule of Events*)Sports Experience: 8-11 February (hours vary – see Schedule of Events*)Boise Centre on the Grove (COG)Young Athletes Experience: 9-12 February (hours vary – see Schedule of Events*)Boise Centre on the Grove (COG)Closing Ceremony: Friday, 13 February 2009, 19:00 – 21:00 Idaho Center

Key Resources:• SOI• CE Group, Inc.• GOC Accommodations Department• GOC Transportation Department• GOC Marketing and Communication Department• GOC Corporate Development Department• GOC Receptions Department• GOC Delegation Services Department, including Family Services and Language

Services• GOC Volunteer Services Department• GOC Sports & Competition Venues Department• GOC Food and Beverage Department• GOC IT Department

Challenges:• Efforts to involve SO Idaho in taking the lead for the GOC Supporter

constituency were not successful. A volunteer came on board to coordinate that effort, practically a full-time job for one month prior to the Games.

• Expectations for volunteers were not clearly communicated up front by Volunteer Services or the Sports Director

• Guest Services Sports Venue Commissioners represented Guest Services on the sports Venue Management Teams. Critical partnering relationships between Guest Services Commissioners, Family Services Commissioners, and Awards Commissioners on these teams were challenged by the fact that a number of Guest Services volunteers were not identified until a month or two prior to the Games.

• Guest Services Sports Venue Commissioners were not allowed to go through training with the Awards Commissioners

• After observing the first awards presentation of the Games, we decided to have two Guest Services volunteers on duty at awards presentations at all seven sports venues to better manage awards presenters. Thanks to their flexibility, members of the Guest Services team served in multiple roles to meet this need.

Key Learning:Combining the Guest Hospitality with the Family Hospitality at competition venues proved to be a resource and cost reduction for the GOC. It also enabled interaction between Guests and Family members which should be continued as it is important for the movement.

Recommendations:• Utilize only one registration system for Guest Program .• The Guest Program should be comprehensive and the responsibility of SOI. This

program is of primary importance to SOI for development of supporters and large donors and too important to leave to a GOC whose main objective is , and should be to put on a games that provide an excellent athlete experience. For the GOC the athletes are the VIP’s and resources cannot be compromised.

• SOI should complete more upfront planning and screening to qualify the number of participants in the Guest Program providing an ability to enhance quality as opposed to quantity.

• The goals and objectives of the Guest Program need to be clearly defined and communicated.

• Combine the All Star and MVP welcome center into one. This would provide a reduction in cost and resources and would not compromise the ability to provide information to Guests.

• Clearly define the role of MVP participants as related to the role of assisting SOII with hospitality for All Star Guests.

• Enhance responsibility of Regional Managing Directors and Program Directors in staffing and support of the Guests from their regions and programs.

• There should be a comprehensive follow-up plan with metrics and staff given the responsibility of continuing to communicate with the Guests that were in attendance. There should be a plan that incorporates a specific ask for each Guest attending the games .

Functional Area Lead Team Members:• Kirk Miles – VP Competition, Ceremonies, & Events• Salle Uberuaga –Sr. Director Ceremonies & Events• Gail Hawkins – Manager – Guest Program/MVPs