Advanced Recreation Facilities Business Management II

This course complements the subject matter covered in the Advanced Recreation Facilities Business Management I course and further explores areas of strategic importance to the business management of recreation facilities.

Customer Service and Patron Relations, Monday, May 1

Excellent customer service is the ability of an organization to constantly, and consistently, exceed its customers’ expectations. This session will provide an overview of key principles that will help to enhance the customer service experience in your recreation facility.

Topics include:
  1. Defined Customer Service and Patron Relations
  2. Characteristics of Your Customers
  3. Demonstrating Excellent Customer Care
  4. Customer Service Scorecard
  5. Customer Service in Concessions
  6. Communication
  7. Social Media and Customer Service
  8. Difficult Customers
  9. Accessible Customer Service

Instructor: Frederick Horvath, RRFA, CMM III, Director of Operations, Municipality of Clarington

Human Resources Management: Union and Non-Union Work Environments, Tuesday, May 2

Effective human resources management is the key to the success of Canadian workplaces. In general terms, managers and human resources professionals should strive to balance the needs and goals of the different players in the workplace in harmony with the overall objectives of the workplace itself. In both unionized and non-union environments, it is encouraged to apply a practical approach to human resources management. Most managers have a good intuitive grasp of what is necessary, what is possible, and what is lawful. In fact, managers may find that they are able to handle their human resources in a lawful manner simply by applying their common sense and without much knowledge of the law. That said, best practices should be built on, or at least fortified by, sound theory and good knowledge, and not simply by a good gut feeling. It is therefore useful to understand key legal concepts that impact human resources management.

In this session, we will consider the following legal concepts, which are important to understand whether you are dealing with employees represented by a union or with non-union employees:

  • Management rights, which is the central concept in human resources management
  • The common law of employment, which creates the concept of employment contracts and determines how contracts may be ended
  • Labour law, which determines how a union gets into a workplace, and management’s legal rights in trying to keep a union out
  • Collective bargaining and collective agreements, which are key to unionized workplaces and also very important for non-union workplaces to understand
  • Other important workplace legislation that impact on managing employees:
    • Employment Standards
    • Human Rights, especially accommodation (including physical restrictions and mental health)
    • AODA (accessibility)
    • Privacy
    • Pay Equity
    • Occupational Health & Safety, including workplace violence and harassment
    • Workplace Safety and Insurance, including incident reporting and return to work issues
    • Effective performance management, especially:
    • Effective workplace investigations
    • Corrective action (progressive discipline)
    • Attendance management, dealing with absenteeism, and communicating with doctors
    • Performance evaluation – training, counselling and performance improvement

Instructor: Jamie Knight, LL.B., Partner, Filion Wakely Thorup Angeletti LLP

Social Media Strategy, Wednesday, May 3

The public sector is increasingly embracing social media, and more than two-thirds of Ontario municipalities are using it to connect and engage with residents. This session will explore:

  • How social media can help you connect with and engage with residents.
  • Policies and procedures for managing social media effectively in a public sector environment.
  • Managing risks and addressing issues quickly and effectively.
  • How to manage social media use by staff.
Topics include:
  • Understanding the basics of social media – both the tools and the strategies.
  • Learning how it’s being used – from emerging trends and best practices within Ontario’s municipal sector and beyond.
  • Understanding how municipalities and departments of any size can make social media a success.
  • Determining where to start in developing a social media strategy:
    • Setting priorities,
    • Allocating resources,
    • Developing your strategy,
    • Assigning roles and responsibilities.

Instructor: Brian Lambie, President, Redbrick Communications

Supply Chain Management, Thursday, May 4

Supply chain management in the public sector is more complex today than ever. With the evolving laws of competitive bidding and new trade agreements such as The Canada-European Comprehensive Economic and Trade Agreement (CETA), and the Ontario Public Trade and Co-operation Agreement (OQTCA)(SC2015-79) facility managers need to think strategically to ensure the competitive process used will achieve the intended results.

This session will build on the material covered in the Project Management module of Advanced Recreation Facilities Business Management I and will start with a review of the basics of contract law, and how it impacts your organization. From the initial scope of work, to the competitive bid process, to award of the contract, to contractor performance management, the facility manager, in partnership with the procurement department, will play a key role. The benefits and challenges of electronic bidding will also be examined.

Instructor: LouAnn Birkett, CSCMP, Purchasing Manager, Regional Municipality of Durham (retired)

Public-Private Partnerships, Friday, May 5

This session will provide an overview of the basic concepts of a public-private partnership (P3), a process to help identify projects that could potentially use the P3 model, and highlight the key benefits and challenges of pursuing a P3.

Topics include:
  • Basics of a P3
  • Different P3 models
  • When, and when not, to use a P3
  • Canadian market snapshot
  • Canadian views on P3s
  • Involving local and small business in bids
  • Recreation P3 case study

Instructors: Representatives from The Canadian Council for Public-Private Partnerships (CCPPP) and the P3 industry