Venues Management - GCCEC

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Report on WSI and Satisfaction Analysis for the Gold Coast Convention & Exhibition Centre - 2012

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  • Venues Management - GCCEC

    1. 1. 7337HSL - Sport Venues & FacilitiesJosh AlbertsJamie BorgJoern GundersenLuis GomezAlex Eradus
    2. 2. Welcome
    3. 3. Walkthrough
    4. 4. Walkthrough• Aims to assess GCCEC impact on local community
    5. 5. Walkthrough• Aims to assess GCCEC impact on local community• Frameworks: ★ World Stadium Index ★ Expectation Scale
    6. 6. Walkthrough• Aims to assess GCCEC impact on local community• Frameworks: ★ World Stadium Index ★ Expectation Scale• Used to compare other venues
    7. 7. Gold Coast Convention & Exhibition Centre(GCCEC)
    8. 8. Gold Coast Convention & Exhibition Centre(GCCEC)• Largest regional convention centre in Australia
    9. 9. Gold Coast Convention & Exhibition Centre(GCCEC)• Largest regional convention centre in Australia• It was opened in June 2004
    10. 10. Gold Coast Convention & Exhibition Centre(GCCEC)• Largest regional convention centre in Australia• It was opened in June 2004• It was built at a cost of $167 million plus an additional $40 million for its expansion (2009)
    11. 11. Gold Coast Convention & Exhibition Centre(GCCEC)
    12. 12. Gold Coast Convention & Exhibition Centre(GCCEC)• Capacity of 6000
    13. 13. Gold Coast Convention & Exhibition Centre(GCCEC)• Capacity of 6000• Host many events at the same time / array of configurations
    14. 14. Gold Coast Convention & Exhibition Centre(GCCEC)• Capacity of 6000• Host many events at the same time / array of configurations• Home of the Gold Coast Blaze
    15. 15. Gold Coast Convention & Exhibition Centre(GCCEC)• Capacity of 6000• Host many events at the same time / array of configurations• Home of the Gold Coast Blaze• Go for functions, conferences, meetings & plenty of other events
    16. 16. About...
    17. 17. About...• Government Owned
    18. 18. About...• Government Owned• Managed by Echo Entertainment Group
    19. 19. About...• Government Owned• Managed by Echo Entertainment Group• $200 million annually
    20. 20. About...• Government Owned• Managed by Echo Entertainment Group• $200 million annually• Responsible for hiring out 40,000 hotel rooms per year
    21. 21. Purposes
    22. 22. Purposes• Of the Build
    23. 23. Purposes• Of the Build ★ To fill a void that existed
    24. 24. Purposes• Of the Build ★ To fill a void that existed ★ Became the home of the Gold Coast Blaze until 2012
    25. 25. Purposes• Of the Build ★ To fill a void that existed ★ Became the home of the Gold Coast Blaze until 2012 ★ Ability to hold banquets, conventions, trade shows, and sporting events
    26. 26. Purposes• Of the Build ★ To fill a void that existed ★ Became the home of the Gold Coast Blaze until 2012 ★ Ability to hold banquets, conventions, trade shows, and sporting events• Of the Renovation:
    27. 27. Purposes• Of the Build ★ To fill a void that existed ★ Became the home of the Gold Coast Blaze until 2012 ★ Ability to hold banquets, conventions, trade shows, and sporting events• Of the Renovation: ★ Construction of halls 3 & 4
    28. 28. Purposes• Of the Build ★ To fill a void that existed ★ Became the home of the Gold Coast Blaze until 2012 ★ Ability to hold banquets, conventions, trade shows, and sporting events• Of the Renovation: ★ Construction of halls 3 & 4
    29. 29. Purposes• Of the Build ★ To fill a void that existed ★ Became the home of the Gold Coast Blaze until 2012 ★ Ability to hold banquets, conventions, trade shows, and sporting events• Of the Renovation: ★ Construction of halls 3 & 4 ★ Helps to secure larger events
    30. 30. World Stadium Index (WSI)
    31. 31. World Stadium Index (WSI)• Local media
    32. 32. World Stadium Index (WSI)• Local media• Close competitors: ★ RACV Royal Pines ★ 5-star hotels ★ Metricon ★ Skilled Park
    33. 33. World Stadium Index (WSI)• Local media• Close competitors: ★ RACV Royal Pines ★ 5-star hotels ★ Metricon ★ Skilled Park• Jupiter’s Casino (partnership)
    34. 34. Uniquen Uniquenes s ess Uniqueness Uniqueness UniquenessUniqueness UniquenessUniqueness Uniquenes s Uniqueness Uniqueness
    35. 35. Uniquen Uniquenes s ess Uniqueness Uniqueness UniquenessUniqueness UniquenessUniqueness Uniquenes s Uniqueness Uniqueness
    36. 36. World Stadium Index (WSI)
    37. 37. World Stadium Index (WSI)• The main variable: number of spectators per season/year and dividing by the attendance figures with the stadium capacity
    38. 38. World Stadium Index (WSI)• The main variable: number of spectators per season/year and dividing by the attendance figures with the stadium capacity• Makes it possible to compare different stadiums
    39. 39. World Stadium Index (WSI)• The main variable: number of spectators per season/year and dividing by the attendance figures with the stadium capacity• Makes it possible to compare different stadiums What is your view of the WSI?
    40. 40. GCCEC WSI Results
    41. 41. GCCEC WSI ResultsSTATISTICS (based on attendance figures for the Gold Coast Blaze, basketball): 1 July 2011- 30 June 2012: 40,320 (14 games in total) Average attendance per game: 2,880 1 July 2010- 30 June 2011: 37,579 (14 games in total) Average attendance per game: 2,541.As venue’s capacity is 6000 people, it gives the following index numbers: 1 July 2011- 30 June 2012: 40,320/6,000= 6.72 1 July 2010- 30 June 2011: 35,579/6,000= 5.93
    42. 42. Breakdown of event days within GCCEC
    43. 43. Breakdown of event days within GCCEC Banquets Concerts 67 35 Tradeshows 20 Conventions 33 Meetings 57 Special Events Sporting 83 186
    44. 44. Breakdown of event days within GCCEC Banquets Concerts 67 35 Tradeshows 20 Conventions 33 Meetings 57 Special Events Sporting 83 Does the venue leave a 186 positive legacy for Queensland and Gold Coast?
    45. 45. Facts
    46. 46. Facts• GCCEC unique multi functionality makes the venue accommodate different need of clients
    47. 47. Facts• GCCEC unique multi functionality makes the venue accommodate different need of clients• Ability to host events all year around (not just seasonal)
    48. 48. Facts• GCCEC unique multi functionality makes the venue accommodate different need of clients• Ability to host events all year around (not just seasonal)• Location: Visitors stay longer
    49. 49. Facts• GCCEC unique multi functionality makes the venue accommodate different need of clients• Ability to host events all year around (not just seasonal)• Location: Visitors stay longer• Venue built for a general need rather than for one major event.
    50. 50. Facts• GCCEC unique multi functionality makes the venue accommodate different need of clients• Ability to host events all year around (not just seasonal)• Location: Visitors stay longer• Venue built for a general need rather than for one major event.• Competition with other local venues
    51. 51. Facts• GCCEC unique multi functionality makes the venue accommodate different need of clients• Ability to host events all year around (not just seasonal)• Location: Visitors stay longer• Venue built for a general need rather than for one major event.• Competition with other local venues• Conflict of interest
    52. 52. Future Challenges
    53. 53. Future Challenges• TheGold Coast Blaze withdrawn from the National Basketball League• No anchor tenant
    54. 54. Future Challenges• TheGold Coast Blaze withdrawn from the National Basketball League• No anchor tenant Effect on legacy?
    55. 55. Expectation Scale
    56. 56. Expectation Scale• Perception of what’s offered for consumers• Scale integrates efficiency, quality, and consistency
    57. 57. Expectation Scale
    58. 58. Expectation ScaleNarrow questions into categories • General Conditions • Costumer Service • Operations
    59. 59. Expectation ScaleNarrow questions into categories • General Conditions • Costumer Service • Operations
    60. 60. Expectation ScaleNarrow questions into categories • General Conditions • Costumer Service • Operations
    61. 61. Expectation ScaleNarrow questions into categories • General Conditions • Costumer Service • Operations
    62. 62. Expectation ScaleNarrow questions into categories • General Conditions 9 • Costumer Service • Operations 8.25 7.5 6.75
    63. 63. Client Feedback Questionnaire
    64. 64. Client Feedback Questionnaire• Client Growth & Client Satisfactory
    65. 65. Client Feedback Questionnaire• Client Growth & Client Satisfactory• GCCEC Clients
    66. 66. Client Feedback Questionnaire• Client Growth & Client Satisfactory• GCCEC Clients “Professional service organizations continue to face increasingly competitive market. In this situation, the key to profitability growth is client loyalty which depends on client satisfaction.” (Church, 2005)
    67. 67. Survey
    68. 68. Survey• Rating of Survey Questions• Types of Survey Questions ✦ Quotation process ✦ Coordination ✦ Food ✦ Overall event• Reasons to ask these Questions
    69. 69. Survey
    70. 70. Survey• Average Rating GCCEC - positive and satisfactory (9.1)• Importance of Survey Feedback• Client Reviews ✦ Gold Coast Blaze ✦ NSW Clubs
    71. 71. Summary
    72. 72. Summary• Costumer service is the highlight for expectation scale• Clientsproved to be satisfied with GCCEC products & services• Outstanding level of competitivity
    73. 73. Conclusion
    74. 74. ConclusionWorld Stadium Index ✦ Not a great positive index number ✦ Not the best method of analyzing this particular venue
    75. 75. Conclusion
    76. 76. ConclusionWright’s Expectation Scale ✦ Customer Service found to be service most valued ✦ Positive values in terms of quality of services ✦ Paired with Gold Coast Convention and Exhibition Center survey to provide better reference of quality
    77. 77. Verdict
    78. 78. VerdictDoes the venue leave a positive legacyto QLD?
    79. 79. VerdictDoes the venue leave a positive legacyto QLD?
    80. 80. VerdictDoes the venue leave a positive legacyto QLD?Would spectators/visitors besatisfied with the service/qualityof this venue?
    81. 81. VerdictDoes the venue leave a positive legacyto QLD?Would spectators/visitors besatisfied with the service/qualityof this venue?
    82. 82. Thank you
    83. 83. Thank you QUESTION S?

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