brushy creek community center hospitality and recreation marketing research hospitality and...
TRANSCRIPT
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Brushy Creek Community CenterBrushy Creek Community Center
Hospitality and Recreation Marketing ResearchHospitality and Recreation Marketing Research
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Major Goals
The overarching goal of our work was to identify ways in which to maintain
or increase membership of the BCCC.
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Research Methods
Member Survey (104 respondent/1450)
Focus Group (Conducted 11/5/2008)
Employee Survey (54 respondents/63)
Informational meetings with Parks and Recreation Manager Tim Ishman
Various Internet Sources
BCMUD Master Plan
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Marketing BasicsMarketing Basics
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59% of inactive Americans desire to become more active (IHRSA)
BCCC pricing makes it one of the most competitive options
location is a primary reason for membership for many
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The BCCC is in a strong competitive position
when it comes to price & location
but…
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Customer ServiceCustomer ServiceMajority of Members Feel PositiveMajority of Members Feel Positive
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Member vs. Staff Perspective
Member vs. Staff PerspectiveBased on Survey ResultsBased on Survey Results
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Staff’s Initiative to Talk to Members
Member Staff
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Staff Checks on Member Progress
Member Staff
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Data Shows similar perceptions
Staff is aware of problems
Lack of motivation to solve them
Staff oriented approachto solve problems
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RecognitionStaff feel:
Compensation adjustments do not reflect performance
Evaluation process is not as fair as it could be
“Employee of the Quarter”
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Considerations on how to Improve Motivation
Evaluate “Employee of the Quarter”
Make the process more transparent
Establish clear guidelines
Encourage managerial participation
Increase the number of awards given (spread the $$$ out)
Focus on overall performance
Increase staff enthusiasm
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Communication
Inadequate department to department communication
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Considerations on how to improve Interdepartmental CommunicationPlan Retreat for all staff members to address:
Team building activities
Interdepartmental tensions
Education on budget process, restraints and understanding of operational framework
Establish system to address concerns
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Equipment and Facilities
Equipment and Facilities
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FindingsNeed for an expanded weight room
Additional equipment
Desire to improve “off-season/indoor” aquatic opportunities
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ConsiderationsConduct an operational analysis for enlarging the weight room, which may…
Attract new members
Position BCCC as being more competitively equipped
Allow room for additional classes
Be the most cost effective option
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Things to Ponder...Building of an indoor pool
cost prohibitive ($4-6 million)
Alternative: Cover an existing Pool (Bubble)
Less Expensive/Greater Flexibility:
est. $60,000 @ Sendero
est. $150,000 @ Cat Hollow
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PromotionPromotion
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Member Concerns
Improving/Increasing collaborative relations within the community
Promote healthy habits
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CommunicationPleased with water bill insert and direct mail catalogue
Desire for increased cyber media
Members not aware of all available functions
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Consider...Members desire improved cyber media communications
Offer a system for sign-ups and reservations, a free forum, etc…
Alternative:
Consolidate website management to improve interface
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Considerations for Making the Community More Health Conscious
Incorporate healthy habits component into all programs – new & existing
Create a program that rewards members for reaching their fitness goals
Free “intro to fitness” classes to develop interest
Improve scheduling for working adults including a wider variety of programs
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Opportunity: Explore PartnershipConduct an organized after school PE program
Accredited with local schools
Mutually beneficial
Free up school time
increase membership
Source: National Center for Health Statistics
Percentage of U.S. Children and Adolescents Who Were Overweight, 1963-2002