Facility Management Manual
11 June 2019
The provision of a sport and recreation facility can significantly enhance our quality of life and encourages greater participation, promotes health and well-being and fosters a sense of community.
The New Zealand Recreation Association (NZRA), with support from Sport New Zealand have updated the Facility Management Manual to provide information and guidance for facility operators in thirteen key areas.
The current manual has been updated with contributions and advice from industry personnel.
Chapter 1: Community Engagement
Includes engagement with customers, stakeholders and the local community. It provides information on community profiling, how to identify stakeholders, tools to establish what the community needs and suggestions on how best to engage and work with the community and stakeholders.
Download Chapter 1 here (pdf, 1.7mb)
Chapter 2: Customer Care
Looks at customer experience and care, and provides information on how to build customer relationships, understanding customer behaviour and information on customer feedback systems.
Chapter 3: Human Resources
Covers key topics of personnel management from recruitment, induction and training through to employment agreements, team building and managing staff performance.
Chapter 4: Strategy and Planning
Discusses the need for planning and describes the difference between strategic and business planning, detailing who is responsible for planning and provides an outline of the planning process.
Chapter 5: Marketing
Identifies the key principles of marketing, provides information on how to create a marketing plan and outlines the basic tools required for promoting a facility and it’s programmes and events.
Chapter 6: Programming
Looks at the programming cycle, provides an overview of the programming process from planning and identifying target groups through to programme design and implementation.
Chapter 7: Financial Management
Includes information on general financial management including monitoring and reviewing performance, planning and budgets, setting prices, and reporting.
Download Chapter 7 here (pdf, 2.2mb)
Chapter 8: Risk Management
Covers principles and guidelines of risk management practices, including best practice, assessment and treatment, documentation and responsibilities, health and safety. It also discusses high risk issues such as serious harm, crowd management and emergencies.
Chapter 9: Monitoring
Discusses monitoring and evaluation processes, the use of key performance indicators in monitoring and how collected data can be incorporated into the planning process. Also discussed in this chapter are the purposes of evaluation and the evaluation process.
Chapter 10: Governance
Describes the differences between governance and management, details the major roles of the governing board including developing policies and monitoring, and addresses the issue of board and management relationships.
Chapter 11: Asset Management
Describes the key elements in an asset management plan, gives an overview of compliance, monitoring and review processes. It highlights some of the more important operational aspects of asset management such as managing energy use, and risk management.
Chapter 12: Facility Contracts
Discusses the different types of contracts, reasons for engaging in the contract process and provides useful tips on negotiating and on-going management of contracts and leases.
Chapter 13: Facility Development
Gives an overview of the issues around designing and building new facilities, from establishing a project team, through community consultation, contracting and project management phases to completion.