Transcript AOCA Conference 2006

AOCA Conference 2006
Convention Centers Management
In times when projects multiply
The real experience of managing a Center
Günther Kruse
Messe Frankfurt Germany
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1.11.2006
B1 GGK
How do you start your business?
This way?
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The Frankfurt/Rhine-Main region:
one of the world's leading economic regions
 3 federal states converge in the
Frankfurt/Rhine-Main livingroom and
economic area: Hesse, RhinelandPalatinate, Bavaria
 Approx. 5.2 million people live here
 In an area representing 3% of Germany,
around 6% of the population generates
more than 10% of the GDP
 A major traffic hub thanks to its location
in the heart of Europe
Source: Prognos AG
Frankfurt location
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Frankfurt am Main: a European metropolis with
tradition
 794 first documentary mention of Frankfurt
 1150 first mention of the Frankfurt Trade Fair
 1585 establishment of the stock exchange
 1815 Frankfurt becomes a free city and seat of
the Diet of the German Confederation
 1848 the first German national assembly
convenes in the "Paulskirche"
 1957 the German Bundesbank takes up its work
 1998 seat of the European Central Bank
Frankfurt location
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Frankfurt am Main: a top business location in
the region
 Jobs for around 600,000 people
 Approx. 71,000 companies are based
here, including 330 national and
international banks
 Seat of the European Central Bank
 Mainland Europe's largest airport
 Europe's largest railway station
 World's third largest trade fair complex
Frankfurt location
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Messe Frankfurt corporate group 2005*:
a global player in the trade fair sector
 Organiser of 120 trade fairs worldwide
 Shareholders: City of Frankfurt (60%),
State of Hesse (40%)
 14 subsidiaries outside Germany, 5 branch offices
and 50 foreign representatives covering more than
151 countries
 Turnover in 2005*: 360 million EUR
 More than 57,600 exhibitors and some
3.4 million visitors
 Third largest exhibition centre worldwide:
Total exhibition space: 475,000 m2
(indoor: 322,000 m2, outdoor: 83,000 m2)
*Business year 2005: preliminary figures
Messe Frankfurt Group
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2005 - Good year for guest fairs
 Total of 14,700 exhibitors and 1.6 million visitors
 IAA - International Motor Show
 Bookfair -
Guest of Honour 2005: Korea
Guest of Honour 2006: India
 Euromold - central marketplace for new
manufacturing and process technologies
 IMEX - The Worldwide Exhibition for Incentive
Travel, Meetings and Events
 Outook 2006: Airtec - International Trade fair for
Aerospace Industry Suppliers
Guest events, congresses, events
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Messe Frankfurt – Frankfurt Fair and Exhibition Centre
This decade, Messe
Frankfurt will invest a
total of € 770 million in
the expansion of the
Exhibition Centre and in
its infrastructure.
The first expansion phase was completed in August 2001.
The result is two new buildings: Hall 3 with 38,000 sq m
and the Forum.
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Congress Center Messe Frankfurt - the offer
The Congress Center
• Harmonie Hall with floor suitable
for
vehicles and mobile
walls for up to
2,200 people
• In same building as Frankfurt
Maritim Hotel, a further
2,000 hotel rooms within walking
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Congress Center Messe Frankfurt - the offer
Messe Frankfurt Forum
• Areal Hall with 2,300 sq m
• Panorama Hall with 2,400 sq m
• Further conference rooms and
light-flooded foyers
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Congress Center Messe Frankfurt - the offer
Festival Hall
• Historical domed building dating from
1908
• Interior space with 2 flights of seats
for more
than 10,000 people
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Congress business - development 2002 to 2004
Sharp increase:
 Number of events up by around 25%
136
 Number of participants increased by
36%
108
108
96
86
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Highlights in 2005:
 SAP NetWeaver Kongress
 Storage Networking World Europe
2005
2002
 Dental Marketing Kongress
Visitors in '000
Events (congresses not
associated with trade fairs)
 Tetra World Congress 2005
Guest events, congresses, events
2003
2004
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Special events – development 2002 to 2004
50% more visitors since 2002: top concerts
and corporate events generate growth
419
332
279
Highlights in 2005:
 David Copperfiled
 Rod Stewart
 Holiday on Ice
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 Messe Frankfurt Marathon
2002
2003
 46th "Ball des Sports" 2004
Visitors in '000
Events
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2004
 Thomas Cook – "Premiere
Reisesommer"
Guest events, congresses, events
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Managing a Convention Center – What you need
• Hardware – building and technical equipment
• „Software“
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Staff: marketing, sales, technical, catering
Know how, behavior, language, customer-oriented skills
Planning and Booking - IT
Additional services
Quality management
• Patient shareholders
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Messe Frankfurt As A Partner To Fair Organizers:
The Range of Services is comprehensive:
Exhibitor Manual
Visitor and Exhibitor Services
Catering and Restaurants
Translation
Electricians
Florists
Hostesses
IT Service
Catalogue Service
Graphic Artists
Furniture
Personal Congress Organizer
Professional Fair Organizer
Forwarding Agents
Stand construction
Ticketing
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The Rhine-Main Hotel Guide: to round off your
trade fair participation
A service for exhibitors and visitors:
 Published yearly in German and English
 More than 600 hotel listings in Frankfurt and
environs
 Structured by trade fairs and price categories
 Planning efficiency and cost reductions for your
trade fair visit
 Transparent and clearly structured
 Now available as a brochure and online
www.hotelguide-rheinmain.de
Services
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Mobility for everyone
 Barrier-free access points and lifts
 Disabled-friendly parking facilities and sanitary facilities
across the exhibition complex
 Special services for the disabled, e.g.
wheelchair and scooter rental
Various information possibilities:
 Info hotline +49 69 7575-69 99
 www.messefrankfurt.com
 [email protected]
Open for all visitors
Services
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Problem-free travel to international trade fairs
with special trains
 Many trade fair visitors choose organised travel
Service offer - examples:
 Paperworld, Beautyworld and
Christmasworld 2006:
Special trains and carriages from
23 cities in Germany
 ISH 2005:
More than 900 trade fair visitors
took advantage of the special
trains from Berlin via Hanover,
from Dortmund via Cologne
and from Munich via Augsburg
Services
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Wireless Local Area Network – Hotspot
covering the entire exhibition grounds
 Wireless Internet access (WLAN) for exhibitors and
visitors
 Cooperation between Messe Frankfurt and T-Systems
 For all equipment such as notebook,
PC, PDA with W-LAN card
 Exhibtors can order online
via EasyOrder or via the
service brochure
 Visitors can obtain access
online or at vending machines
Services
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Developing Relevant Standards
• Standards responding to specific issues to be
meaningful and widely applicable to facilities and events.
• Standards from a client perspective
• Standards identifiable and articulated – understood by
facilities and clients
• Not only benchmarking with other facilities.
• Developing in phases rather than all at once.
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Test with the best
• Quality Awards by ICCA, AIPC, IMEX (APEX), EIBTM
and National Associations
• To measure performance, standards have to be not only
„metrics“, but „process“ oriented.
• Categories
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Owner‘s perspective
Client perspective
Community perspective
Internal perspective
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The Owner Perspective
1.
Facility Performance Measures
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Occupancy,
service utilization,
competitive comparisons and
service levels
Financial Accountability
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3.
Integrity and professionalism
Fulfilling the financial obligations to shareholders
Accounting priciples and reporting systems
Economic Impact
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Generating, calculating, documenting and reporting
broad economic benefits
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The Client Perspective
Recognize importance of client satisfaction
1. Customer Service
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Identifying customer needs and expectations  designing and
modifying service, staff training from initial sales contact through
post-event evaluation
Quality of Facilities and Operations
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3.
In conjunction with industry organizations and client groups (PCO)
maintain a process for identifying marketing expectations
Security and Emergency Response
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Recognize client concerns and requirements for S&S measures in
place – together with authorities and industry organizations
Special Needs
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disabled access …
Financial Integrity
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Responsability to financial interactions with clients and suppliers
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The Internal Perspective
1.
Employee Relations
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Employee training and professional development opportunities
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Appropriate staff participation in systems and procedure
development
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Employee achievement and recognition programs
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Vehicles that enable staff to recommend areas for operational
improvement
2.
Health, Industrial Safety and Emergency Preparedness
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Clean, safe and secure operating environment for staff, clients
and delegates
3.
Supplier Relations
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Selection of Supplier based on their professionalism,
experience, reputation, and value for money
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The Community Perspective
Corporate responsability and positive community interface
1. Community Relations
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2.
Social and economic responsabilities
Undertake specific activities to promote understandig and
awareness amongst key community groups
Communications
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3.
Media and government relations
Environmental Responsability
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4.
Minimize impacts on the environment, waste management,
energy conservation, recycling
Industrial Relations
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Participation in local, national and international organizations
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Now: This is how to run a developed business
AOCA Conference 2006
1.
Management of a Conventions Center
In times when projects multiply; the real experience of managing a Center.
1.
Impact of events in a Destination/Venue. Chain of Value
We need to create awareness regarding the real, huge benefits that stem from this
highly profitable segment of tourism; benefits for Companies and the State.
1.
Marketing for the training of International Events
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1.11.2006
B1 GGK
Thank you again
for your attention
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