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Syllabus for the Management Track (return)

301-The Role of the Arena Manager

One of the most important factors for an ice arena manager to understand and address is his/her role in the management and leadership of a facility. The arena manager has many responsibilities to the organization, to the employees, users and community that must be juggled daily. Understanding those tasks, roles, responsibilities and competencies and how to achieve them is vital to the growth and development of the manager and his subordinates. This course covers the total role of the arena manager. Various supplementary articles reinforce the principles and practices recommended.

302-Arena Scheduling

?Arena Scheduling? covers the theory and policies involved in scheduling, as well as the different methods and models for communicating the final schedule to the users and general public. While there is a difference between public, private, school, and not-for-profit facilities, the main goal of all ice arenas is to fully utilize the facility and to meet the needs of the community. If these needs are met, there is a high likelihood that the facility will be a financial success. Sample scheduling models are provided to enhance the reader?s understanding of this important topic.

303-Financial Management: Budgeting

?Financial Management-Budgeting? introduces the three primary methods used for preparing an arena budget: zero-based budgeting, incremental budgeting, and program planning budgeting. Using these three models, the arena manager must identify and estimate revenues and project and determine expenses based on many factors associated with operating an arena. Examples of arena budgets and the budgeting process are provided.

304-Financial Management: Accounting and Reporting

Business revenues flow in and expenses are paid out in an orderly fashion and must be tracked and reported to ownership. This course presents the concepts of cash and accrual accounting, discusses income ?earned as paid? versus ?earned as skated? and how this affects accounts receivable and payable. Methods and examples of reporting income and expenses in the ice arena industry are provided.

305-Front Desk Operations and Cash Management

The reputation of management and of a facility is often determined by how front desk employees greet visitors, provide information and serve customers and how they guard and secure the financial resources of the facility. The ice arena business is primarily a cash business, and management must have policies and procedures in place to minimize the potential of theft and shrinkage that can occur during daily operations.

306-Contract Administration

Much of what managers do in the ice arena business revolves around negotiating contracts and agreements. Contracts are an essential part of booking and scheduling a building and developing service or employment conditions. They must contain certain components and elements. Students will learn what must be in a contract to make it valid and what responsibilities and conditions must be present to ensure a legally binding agreement. Sample contracts, addendums and agreements are contained in this course.

307-Policy Administration

Many of the tasks and duties performed in an arena occur daily. In order to free up management to develop and promote programs and handle personnel, repetitive duties and tasks need to be standardized so all employees perform them the same way each time. This course covers writing a facility?s mission statement, producing general and specific operational policies and procedures, and developing manuals to be used in training employees.

308-Human Resource Management: Mission and Recruitment

This course focuses on developing a company philosophy and recruiting staff to help maintain the quality of the arena operation and programming. Recruiting and hiring team members who demonstrate the right attitude, a sense of humor, outgoing personality, intelligence and a strong work ethic are important to an organization?s success. Managers are responsible for training and supervising staff. However, it is very difficult to change inherent attitudes in people; therefore hiring the right people is critical.

309-Human Resource Management: Orientation and Training

Employees are a manager?s single greatest asset, and they must be oriented and trained to perform their jobs. The orientation and training course presents the components of a good orientation and training program as well as suggestions on how to cross train employees for better efficiency and flexibility in operating the facility.

310-Creating a Marketing Plan

The ?Creating a Marketing Plan? course has been designed to help managers understand, organize and execute promotional ideas that will improve their business. A marketing plan is a crucial element of a business plan. It is the tool used to assist in setting and realizing goals and staying on course. It consists of information about the ice arena?s products (programs) or services, marketing activities, objectives, strategies and methods of measuring the facility?s success.

311-Marketing: Advertising the Facility

Advertising is an ongoing process that demands and deserves attention. It requires an organized effort for attracting customers to fill the arena?s programming quotas. The main impetus of advertising is to promote something in order to sell. This course challenges managers to explore various advertising mediums that may not have been previously considered. Some involve creative thinking and some require work to set up, while others are readily available. It?s exciting to consider a facility?s vast advertising opportunities.

312-Arena Insurance: Liability

Students taking this class can expect to have a clearer realization of the liability insurance coverages that are vital to the operation of an ice arena. Students will have a better understanding of some of the typical pitfalls found in many policies and ways to address them at little or no additional cost.

313-Arena Insurance: Building and Content

Not all building and contents insurance policies are the same. Since all ice arena owners depend on insurance as a means of financing the risks of loss inherent in the day-to-day activities of an arena, it is important to know how to purchase this consumable commodity. Students will learn the areas to consider and ways to check their current policies to determine if adequate coverage exists.

314-Ancillary Income Sources

This course is designed to help management understand the importance of ancillary income sources, ways to increase profits from these services, and when to hire an outside vendor. Video games, vending machines, lockers, and skate rental are services that can be incorporated into a facility?s operation to improve customers? overall experiences. These services are also ancillary income sources.

315-Retail Sales

The pro shop retail operation exists equally as a customer service function and as a revenue center for many ice arenas. However, the climate of the pro shop business is changing, and this course is structured to help managers prepare for anticipated changes.The most successful arenas find the proper balance between being a service and a profit center. This is often dependent on the type of facility and the types of events/activities that the facility hosts.

316-Food and Beverage Operations

Food and beverage operations, if managed and operated properly, can generate a steady source of income for a facility. The facility?s food service stands as well as the vending service are important revenue producing ancillary income resources. The purpose of this course is to cover the advantages and disadvantages of contracting these services to outside vendors, as well as present a process for assessing these advantages and disadvantages. In addition, we look at new trends in food service and health and safety issues that all concessions must address.

317-Computers for Administration

This course evaluates the benefits of implementing a software and computer system in ice arena operations. As with many businesses, the use of technology and computers is increasing within the ice arena industry. Integrated software systems allow facilities to manage cash flow, track customer interactions, streamline the enrollment process, improve ice scheduling efficiencies, and track payments for centralized invoicing. All of these initiatives can have a dramatic impact on the bottom line profitability of the facility.

318-Asset Management

Traditionally viewed as cost centers, buildings, physical equipment, employees and customers are now considered part of the assets and resources of the ice arena. Once viewed as expendable, these items are now viewed as valuable and capable of appreciating. Because of this change in thinking, many ice arena managers find themselves turning into watchdogs over portfolios of assets growing in value. This course covers the major reasons why managers need to familiarize themselves with asset management strategies and practices.

319-Managing Public Sessions

This course is designed to give managers a better understanding, through examples and suggestions, of how to set up and operate successful public sessions. If the motivation of an ice arena is to show a profit, then it is imperative that public sessions are number one in scheduling priority . If managed properly, public sessions can be an inviting entertainment alternative for a community. To entice new patrons, maintain current ones and compete with other activities in the community, management must emphasize the entertainment value, customer service, and safety of their sessions.

320-Public/Private Management

The subject of public versus private management has been a debated topic in recent articles in public assembly facility magazines, at conferences and in workshops. While the ice arena industry has not seen an overwhelming movement to private management, there is a healthy mix of private versus public management of ice facilities. As a facility manager, it is important to know the pros and cons of such arrangements. Whether you favor public or private management, it is beneficial to know how other management types view such areas as labor, marketing, accounting and overall management. Public management of facilities is still the preferred arrangement in most venues, but private management has definite advantages in certain markets and facility types and is increasing in popularity.

321-Customer Service

Customer service is important for any facility. It doesn?t matter whether you are a restaurant, department store or movie theater; there are components of customer service that are essential for success. Company mission statements, department mission statements, service strategy statements and credos all build the foundation upon which the facility develops its customer service delivery system. The mission statement provides staff members with the necessary tools to exceed the customers? expectations and solve any problems should they arise.

322-Human Resource Management- Supervision and Retention

The plan of personnel administration for an ice arena is based on good supervision and requires the building of a meaningful relationship between the supervisor and supervisee. They must spend time together working at and agreeing on job segments, standards of performance and appraisal. There have been hundreds of books and article written about what motivates and causes employees to stay in a job. This class will present the basic elements that have been standard for years.


With every recreation facility, there lies a captive audience and demographic that gives it ?marketability? to potential corporate partners. The best way to understand how to get these dollars is to thoroughly plan and research how and why sponsors buy. In almost every case, a recreation facility can meet the needs of the sponsor with a well-thought-out proposal and a little creativity. This course covers seven main areas that can help a facility become ?the place? for a local business community to be seen. As facility owners, managers, and staff, we need to know how to position ourselves in way that will maximize the revenues that can be generated from sponsorship.

324-Promotions and Special Events

The success of any facility can be directly related to how effective or ineffective the promotion is of any event that takes place under its roof. Poor planning produces poor results. With a little time, creativity and commitment, almost every event, program or promotion can see the results the facility needs for long-term vitality. This course is designed to assist in identifying the steps needed to effectively host and execute special events and in-house promotions. These steps will act as a starting point for any facility in its efforts to gain more awareness and more exposure for these events and get additional people into the building.

325-Risk Management

The need for managing risk should be self-evident caused by the fact our society is becoming more litigious. Moreover, ever increasing awards for negligence suits have driven up the cost of liability insurance. A comprehensive risk management strategy should minimize the risk of injury to participants and employees and conserve the property of the arena. A risk management program will reduce the potential for litigation and provide the basis for an affirmative legal defense. The information provided in this course, combined with the operational expertise of the arena manager, will provide an excellent foundation for a comprehensive risk management program.

326-Event and Crowd Management

There are numerous benefits to holding events in an ice facility. Events generate profits for the arena through entry fees, private ice rentals, increased traffic at the snack bar, additional purchases in the pro shop, and all those other assorted services available in an arena. Aside from the monetary gains from an event, community awareness should be near the top of the list of benefits to the facility. Learning how to take advantage of the additional exposure and managing the crowds events attract will be the key benefits of this course.

327-Leadership and Personal Image

Adair, a well known author on leadership states, ?Management is the art of organization, the art of organizing people and things to produce and achieve objectives. Leadership is the ability to inspire other men and women to achieve things much greater than they would have done if they were left to their own devices.? This course covers the characteristics of effective leaders and addresses ways leaders achieve favorable results. In addition, we look at what determines the manager?s image and examine ways for managers to improve their personal and professional images.

328-Cash Management

Cash management and the management of the ice arenas inventory assets require knowledge and special skills for ice arena general managers and the arena business/scheduling manager. Special management techniques are required to safeguard these assets while obtaining maximum benefits for the organization. This course covers aspects of the cash management and inventory procedures every general manager and business manager should consider.

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