2015
ANNUAL REPORT
TABLE OF CONTENTS INTRODUCTION 1
STATEMENT OF PURPOSE
1
MESSAGE FROM THE CONTRACT ADMINISTRATOR
2
MESSAGE FROM THE GENERAL MANAGER
3
GENERAL MOTORS CENTRE TEAM
4
4
ORGANIZATIONAL CHART
PARTNERS 6 PARTNERS
6
7
PARTNER COMMENTS
YEAR IN REVIEW
8
2015 ACCOMPLISHMENTS
8
AWARDS AND RANKINGS
9
NOTABLE EVENTS
10
MARKET SEGMENTS
12
FINANCIAL PERFORMANCE
13
MARKETING & INTERACTIVE
14
KEY TO THE GMC
14
WEBSITE AND SOCIAL
15
TICKETING
16
PUBLIC RELATIONS
17
VENUE OVERVIEW
18
FACILITY OVERVIEW
18
CAPITAL IMPROVEMENTS
19
CUSTOMER & COMMUNITY SERVICE
20
CUSTOMER SATISFACTION
20
HOW YOU DOIN’?
21
COMMUNITY INVOLVEMENT
22
TESTIMONIALS
FUTURE OUTLOOK
23
25
STATEMENT OF PURPOSE The City of Oshawa’s slogan is “prepare to be amazed”;
and with that, it is the goal of management and staff of
the General Motors Centre and Spectra to ensure that everyone, from promoters and artists; to guests who attend our events – are truly amazed. Spectra by Comcast
Spectacor is committed to operate and maintain the
General Motors Centre with the highest standards in order to provide a world class sports and entertainment facility that is clean, safe, offers exceptional customer service
and products, and offers something for everyone; whether it be world class concerts, sports, theatre or family and/or community events.
It is our mission to build strong and lasting relationships
with all of our guests, partners and our community. We
pledge to be good corporate and community partners as well as safeguard the great responsibility for the care
and control of the General Motors Centre for which we have been entrusted by the citizens of Oshawa. We will
continually strive to raise the bar in all areas and promise
to not only meet any expectations, but to exceed them. Annual Report FY 2015
Spectra | GENERAL MOTORS CENTRE
1
MESSAGE FROM THE CONTRACT ADMINISTRATOR
Dear Vince, The General Motors Centre remains the premier sports and entertainment destination for the City of Oshawa and Durham Region. Each year the General Motors Centre continues to grow and establish itself as a must play destination, 2015 was no different! Spectra has provided marquee entertainment through solid relationships with promoters which has translated into memorable experiences for patrons. In 2015, the GMC hosted top quality acts such as Jerry Seinfeld, Theresa Caputo, WWE Live, Bubble Guppies and Tim Hicks to name a few. The GM Centre is a pivotal community asset that enabled the City to host the weightlifting and boxing competitions as part of the Toronto 2015 Pan AM Games. The Oshawa Generals Hockey Club had a very successful season which culminated in a Memorial Cup championship! Throughout their playoff run they brought tremendous excitement to the GMC. The Oshawa Generals and the City enjoy a solid partnership that contributes to the fan experience and successful performance of the GMC. Spectra’s passion for customer service through the “How You Doin” program also enhances the fan experience at the GM Centre. This type of initiative supports the City’s guiding principles for customer service standards and requires a strong team commitment to consistently provide first-class service. Through your leadership and dedication, your amazing staff continue to demonstrate exceptional performance which has transformed the General Motors Centre into a world class facility! A tremendous thank-you to all of the staff who work diligently to ensure the continued success of the GM Centre. Sincerely, Stephanie Sinnott, CPA, CGA Executive Director of Finance/City Treasurer City of Oshawa
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GENERAL MOTORS CENTRE | Spectra
Annual Report FY 2015
MESSAGE FROM THE GENERAL MANAGER
Dear Stephanie, 2015 will certainly be a year to remember. It will be remembered as a year where we were treated to great shows by artists such as Jerry Seinfeld and Theresa Caputo who visited our venue for the first time, return visits by Canadian royalty The Tragically Hip and The Barenaked Ladies, and after a long ten year absence; fans enjoyed the return to Oshawa of World Wrestling Entertainment. Not to be outdone by live entertainment, 2015 produced milestones on the sporting front as well. In May, our Oshawa Generals won the OHL championship at home before travelling to Quebec City to capture their 5th Memorial Cup. In July, the world watched as Oshawa and the General Motors Centre hosted both weightlifting and boxing as part of the Toronto 2015 Pan Am Games; and in November, the world’s top 15 ranked Men’s and Women’s teams squared off during the Pinty’s National Grand Slam of Curling. When the dust settled on 2015, we had hosted 103 events, welcomed almost 379,000 guests through our doors and were ranked 192nd in the 2015 Year End Worldwide Ticket Sales Top 200 Arena Venues list published by Pollstar Magazine. Financially the GM Centre finished the year over $203,000 positive to budget and was honoured by the Greater Oshawa Chamber of Commerce receiving the 2015 Business Excellence Award. In partnership with the City, we continue to find ways to improve the facility and heightened the fan experience. During the fall, a new bar was constructed in the East Medallions and enhancements made to our existing bars which complemented our newly installed point of sales and digital menu board systems. Once confined to only the restaurant, the new POS system allows the use of credit and debit cards throughout the entire facility and increases our mobility by permitting servers to work from wireless hand held devices speeding up service. It also allows the venue to set up mobile serving stations wherever required to enhance coverage. New partnerships with Labatt and Coca Cola have provided superior product lines and enhanced services and support adding to already second to none food and beverage services. Public support and awareness have never been stronger as Oshawa and the Durham Region continue to be one of the strongest markets in the Country. Our Backstage Pass Club is at its highest total ever at over 66,000 members and we enjoy over 33,000 Facebook, 10,400 Twitter and 6,800 Instagram followers on social media which earned us the number 8 ranking in Venues Today Social Power 100 world rankings. On behalf of our Spectra Venue Management team at the General Motors Centre, I would like to thank you, your colleagues and the Mayor and Council for your continued support and for always making us feel part of your Team. We look forward to may more milestones, great events and opportunities to come in 2016 and beyond. Sincerely, Vince Vella General Manager Annual Report FY 2015
Spectra | GENERAL MOTORS CENTRE
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GENERAL MOTORS CENTRE TEAM
EXECUTIVE DIRECTOR, FINANCE SERVICES/CITY TREASURER
REGIONAL VICE PRESIDENT Brian Ohl
Stephanie Sinnott
GENERAL MANAGER Vince Vella
ADMINISTRATIVE ASSISTANT
ASSISTANT GENERAL MANAGER Jason Enge
Wendy Thompson-Ruest
FOOD & BEVERAGE MANAGER
OPERATIONS MANAGER Jay Laxton
Jason Enge
EXECUTIVE CHEF Kim Ramsay
SOUS CHEF Dwayne Henry
SUITES SUPERVISORS
SUITE HOSTESSES
KITCHEN STAFF
4
GENERAL MOTORS CENTRE | Spectra
RESTAURANT MANAGER
QUICK SERVICE MANAGER
HOUSEKEEPING SUPERVISOR
Phil Nott
Melissa Walker
Joshua MacDonald
RESTAURANT STAFF
QUICK SERVICE STAFF
ASSISTANT OPERATIONS MANAGER Paul Hewitt
HOUSEKEEPING STAFF
FACILITY OPERATORS
STAND BY/ CONVERSION CREW
Annual Report FY 2015
BOX OFFICE MANAGER Carol Ann Loree
FINANCE & ADMINISTRATION MANAGER
ICE SALES & PROGRAMMING MANAGER
Karen-Ann Virtue
Jeremey Hele
SUITES MANAGER Jeanette Humphries
MARKETING & GROUP SALES MANAGER William Balfour
SENIOR EVENT & FAN SERVICES MANAGER Jeremy Giles
ASSISTANT EVENT & FAN SERVICES MANAGER Emily Kools BOX OFFICE ASSISTANT MANAGER Karen Theis
STAFF ACCOUNTANT
FINANCE ASSISTANT
Jesse Moring
Mark Angi
ICE SALES & PROGRAMMING ASSISTANT MANAGER Rory Summer
MARKETING & GROUP SALES COORDINATOR Kristofer Duncan
EVENT SECURITY SUPERVISOR
BOX OFFICE SELLERS
Annual Report FY 2015
EVENT STAFF
IN-HOUSE SECURITY
Spectra | GENERAL MOTORS CENTRE
5
PARTNERS CITY OF OSHAWA The City of Oshawa is the largest municipality in Durham Region, expanding North from Lake Ontario to rural farmlands. The city is alive with its ever emerging arts and music scene; home to a number of annual cultural events, galleries, five museums, three live theatres and the Ontario Philharmonic, a world-class symphony. The General Motors Centre naturally fits in, located in the heart of Downtown.
SPECTRA BY COMCAST SPECTACOR Spectra by Comcast Spectacor is the expert in hosting and entertainment, partnering with over 300 clients at 400 global properties to create memorable experiences for millions of visitors every year. Spectra’s expertise is embodied within three divisions: Venue Management (formerly Global Spectrum), Food Services & Hospitality (formerly Ovations Food Services) and Ticketing & Fan Engagement (formerly Paciolan). Comcast Spectacor is part of Comcast Corporation, a Fortune 50 media and technology company that operates Comcast Cable and NBCUniversal. In addition to Spectra, Comcast Spectacor owns and operates the National Hockey League’s Philadelphia Flyers and the Wells Fargo Center venue.
GENERAL MOTORS OF CANADA LTD. The city of Oshawa is home to General Motors of Canada. The company’s headquarters are located just east of Oshawa on the shoreline of Lake Ontario. The main manufacturing plant is in the heart of Oshawa and is one of the city’s largest employers. General Motors plays a leadership role in automotive design and engineering, as well as engaging innovative research and development partnerships with leading Canadian universities and research institutes.
Oshawa Generals, winners of the 2015 Mastercard Memorial Cup and one of the most recognizable hockey organizations of the OHL. The hockey club can boast about being the starting point for names like Bobby Orr, Eric Lindros, Albert ‘Red’ Tilson and the first overall pick in the 2009 entry draft John Tavares.
The Durham TurfDogs, of the Canadian Lacrosse League, lost to the Ohsweken Demons in the semi-finals during 2015 playoffs. The Turfdogs look to charge deeper into the playoffs during their 2016 run as they want to take a bite out of their competition and play for the Creator’s Cup.
6
GENERAL MOTORS CENTRE | Spectra
Annual Report FY 2015
MAJOR IN-VENUE PARTNERS At the General Motors Centre, we have strategically aligned ourselves with leading food and beverage organizations to come on board as our major in-venue partners. Labatt is one of Canada’s founding businesses and its leading brewer. Their roots go back to a single small brewery founded by John Kinder Labatt in London, Ontario in 1847 – where their hometown brewery still stands. Today they are truly a national brewer with a portfolio of more than 60 quality beers. Coca Cola offers Canadians a variety of products including sparkling soft drinks, still waters, juices and fruit beverages, sports drinks, energy drinks and ready-to-drink teas. The company is committed to offering a continued higher excellence in the changing needs of Canadian consumers. Pizza Pizza offers a diverse and premium menu to Canadians of all ages and tastes. They have become a leader in the quick service segment of the Canadian food service industry and one of the top restaurant chains in the country.
" Labatt Breweries of Canada is extremely happy to have a new partnership with Spectra Venue Management at a great venue such as the GM Centre! The professionalism and drive to improve overall guest experience is second to none, with quality innovative products. Vince and the team have executed with excellence on all brand building opportunities, and have taken ownership of responsible use platform that is imperative in the beer business. It's been a great partnership between Labatt and Spectra!" Tyler Arvai District Sales Manager Toronto East, Labatt Breweries of Canada " Coca-Cola has had the pleasure of working with Spectra Venue Management to bring our iconic beverage brands to the consumers of an iconic team at General Motors Centre. During the recent new partnership at GMC, the management at Spectra has shown a great deal of professionalism with a positive attitude which has made them an extremely valued partner to the Coca-Cola team and an absolute pleasure to work with." Geoff Fleming Key Account Development Manager, Coca-Cola Refreshments " It has been great working with the folks at General Motors Centre. I think of Oshawa as Bobby Orr but now he has competition. It is always good to find a new territory to promote shows, especially one which has its own distinct market but still within close proximity of other markets such as Ottawa, Toronto, Kitchener and Hamilton. Having Oshawa in the mix allows us as promoters to better amortize our costs and at the same time not cannibalize our sales. In fact, we have found the sales in General Motors Centre to be better than similar sized communities in Canada" Jeff Parry Jeff Parry Promotions/Annerin Productions
Annual Report FY 2015
Spectra | GENERAL MOTORS CENTRE
7
2015 ACCOMPLISHMENTS
Spectra continues to deliver quality programming to the residents of Oshawa and the Durham Region. They are proud to have created memories for 378,912 fans throughout 2015, which generated over $8,338,689 in gross ticket sales. 2015 is known as the year of sports at the General Motors Centre. Spectra and the General Motors Centre truly showed their capabilities as they hosted sporting events on the local, provincial, national, and international stages throughout the year. The TORONTO 2015 Pan Am Games showcased the top athletes in weightlifting and boxing, the National Grand Slam of Curling highlighted the top 18 men’s and top 18 women’s curling teams in the world, and of course, the Oshawa Generals were crowned the 2015-2016 Memorial Cup Champions. The list of world-class performers and entertainment that visited the venue throughout the year continues to contribute to the success as well as the six sold out events including Jerry Seinfeld, The Tragically Hip, Theresa Caputo, WWE Live!, Dean Brody and Paul Brandt, and Tim Hicks.
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GENERAL MOTORS CENTRE | Spectra
Annual Report FY 2015
AWARDS AND RANKINGS
Spectra by Comcast Spectacor, the providers of Venue Management and Ticketing & Fan Engagement to the General Motors Centre, captured the Business Excellence Award from the Greater Oshawa Chamber of Commerce on Thursday, September 24, 2015. The award requirements were that the recipient must have exceptional business achievements relating to a variety of areas, including but not limited to customer service, new markets, products, marketing and the environment. The General Motors Centre ranked first in all of Canada for its size on the 2015 Mid-Year “Top Stops” Chart and 19th in the world, according to concert industry publication Venues Today Magazine. The chart is based on concert and event grosses from 10/16/14-5/15/15. Annual Report FY 2015
The General Motors Centre ranked 192nd on Pollstar’s 2015 Year End Worldwide Ticket Sales Top 200 Arena Venues Chart. The chart is based on concert and event grosses from 1/1/1512/31/15. The General Motors Centre ranked among the top 100 venues for Venues Today Magazine’s Social Media Power 100 Chart. The venue tied for eighth place for venues 5,001 to 10,000 capacity. Venues Today continues to use the ‘big three’ digital platforms of Facebook, Twitter and Instagram for ranking venues on its #SMP100 chart.
Spectra | GENERAL MOTORS CENTRE
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NOTABLE EVENTS JANUARY 8: Disney Live! Mickey's Music Festival (2 shows) JANUARY 22: Jerry Seinfeld
FEBRUARY 10: Let It Be FEBRUARY 14: The Pink Floyd Experience FEBRUARY 15: Harlem Globetrotters
APRIL 15: The Tragically Hip APRIL 20: Theresa Caputo
MAY 3: WWE Live MAY 12: Volbeat
JULY 11-15: Toronto 2015 Pan Am Games - Weightlifting JULY 18-25: Toronto 2015 Pan Am Games - Boxing
10 GENERAL MOTORS CENTRE | Spectra
Annual Report FY 2015
AUGUST 21: Touch-a-Truck
OCTOBER 17: Dean Brody and Paul Brandt OCTOBER 24: Girls Night: The Musical
NOVEMBER 5: Three Days Grace NOVEMBER 10-15: National Grand Slam of Curling NOVEMBER 17: Barenaked Ladies NOVEMBER 21: Aloha NOVEMBER 28: Tim Hicks
DECEMBER 12: Bubble Guppies (2 shows)
Annual Report FY 2015
Spectra | GENERAL MOTORS CENTRE
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MARKET SEGMENTS ATTENDANCE
CONCERTS: FAMILY SHOWS: SPORT EVENTS: OTHER: OSHAWA GENERALS: ALL EVENTS INCLUDING SPORTS: ALL EVENTS NOT INCLUDING SPORTS:
39,438 18,764 39,436 26,496 254,778 378,912 84,698
GROSS CONCERTS: FAMILY SHOWS: SPORT EVENTS: OTHER: OSHAWA GENERALS: ALL EVENTS INCLUDING SPORTS: ALL EVENTS NOT INCLUDING SPORTS:
$2,347,392 $604,355 $292,613 $141,434 $4,952,895 $8,338,689 $3,093,181
% ATTENDANCE FOR ALL EVENTS NOT INCLUDING SPORTS
% GROSS FOR ALL EVENTS NOT INCLUDING SPORTS
CONCERTS: FAMILY SHOWS: OTHER:
CONCERTS: FAMILY SHOWS: OTHER:
46.6% 22.2% 31.2%
75.9% 19.5% 4.6%
% ATTENDANCE FOR ALL EVENTS INCLUDING SPORTS
GROSS FOR ALL EVENTS INCLUDING SPORTS
CONCERTS: FAMILY SHOWS: SPORT EVENTS: OTHER: OSHAWA GENERALS:
CONCERTS: FAMILY SHOWS: SPORT EVENTS: OTHER: OSHAWA GENERALS:
12 GENERAL MOTORS CENTRE | Spectra
10.4% 5.0% 10.4% 7.0% 67.2%
28.2% 7.2% 3.5% 1.7% 59.4% Annual Report FY 2015
FINANCIAL PERFORMANCE
ACTUAL
BUDGET VARIANCE FAV /(UNFAV)
NUMBER OF EVENTS
103
97
6
PAID ATTENDANCE
378,912
293,425
85,487
DIRECT EVENT INCOME
$853,115
$844,157
$8,958
SURCHARGE/TICKETING REVENUE
$303,201
$245,829
$57,372
ANCILLARY INCOME
$1,227,327
$750,979
$476,348
TOTAL EVENT INCOME
$2,383,643
$1,840,965
$542,678
OTHER INCOME
$1,783,444
$1,710,659
$72,785
INDIRECT EXPENSES
($4,378,301)
($3,966,213)
($412,088)
INCOME (LOSS) FROM OPERATIONS
($211,214)
($414,589)
$203,375
Annual Report FY 2015
Spectra | GENERAL MOTORS CENTRE
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KEY TO THE GMC
The Key to the GMC contest was created in an effort to grow our email database for our Backstage Pass e-Newsletter. The contest awards one fan, two tickets to every event at the General Motors Centre for the next calendar year. Spectra launched the sixth annual Key to the GMC Ticket Giveaway in November 2015 where one lucky fan won a pair of tickets to every event at the General Motors Centre in 2016. This year’s winner was Breanna Webster of Bowmanville who was randomly selected from the 18,870 entries.
HIGHLIGHTS FROM THE 2015 KEY TO THE GMC CONTEST: 18,870
ENTRIES
10,738
BACKSTAGE PASS CASL OPTED-IN EMAILS
3,525
NEW CASL OPTED-IN EMAILS
2,211
FACEBOOK LIKES
4,994
FACEBOOK SHARES
BACKSTAGE PASS DATABASE 51,459
JANUARY 1ST, 2015
63,613
DECEMBER 31ST, 2015
BACKSTAGE PASS PRESALES 728 TICKETS
AVERAGE SOLD THROUGH BACKSTAGE PASS PRESALES PER EVENT
11,650 TICKETS = $698,916
TOTAL SOLD THROUGH BACKSTAGE PASS PRESALES
14 GENERAL MOTORS CENTRE | Spectra
TOP 3 HIGHEST TICKET SELLING PRESALES
JERRY SEINFELD THE TRAGICALLY HIP WWE LIVE
2,233 = $203,043 1,513 = $126,124 1,244 = $73,605
Annual Report FY 2015
WEBSITE
WEBSITE AND SOCIAL
306,573
TOP 10 CITY VISITS
512,258
OSHAWA
143,840
TOP 5 PAGES OF CONTENT HOME PAGE
292,820
TORONTO
112,211
EVENTS PAGE
186,142
WHITBY
39,028
EVENT CALENDAR
126,514
AJAX
18,870
CONCERT & EVENT LISTING
119,758
PICKERING
17,352
OSHAWA GENERALS
98,175
BOWMANVILLE
16,870
PETERBOROUGH
11,703
WATERLOO
10,101
USERS
SESSIONS
57.59%
NEW SESSIONS
1 MINUTE, 41 SECSONDS AVERAGE VIST DURATION
3.52 PAGES PER VISIT PAGES
1,800,992
TOTAL PAGEVIEWS
MOBILE + TABLET: 271,242 VISTS BY MOBILE VS COMPUTER
COMPUTER: 241,016
VISTS BY MOBILE VS COMPUTER
$1,228,196
MAIN VENUE WEBSITE SOLD
LAUNCHED A MOBILE RESPONSIVE WEBSITE IN JULY 2015
KAWARTHA LAKES 9,056 MARKHAM
5,878
WEBSITE VISITS VIA SOCIAL NETWORK REFERRAL FACEBOOK: 44,276 VISITS TWITTER: 1,879 VISITS
(TRACKING ONLINE TICKET LINK SALES ONLY)
SOCIAL MEDIA FACEBOOK
27,036 LIKES JANUARY 1, 2015
32,096 LIKES
DECEMBER 31, 2015
INCREASE OF 5,060 LIKES
• FACEBOOK POST ORGANIC REACH OF 3,621,669 UNIQUE USERS • FACEBOOK POST PAID REACH OF 383,330 UNIQUE USERS • GENERATED OVER 759 TICKETS SOLD AND $39,451 IN REVENUE (TRACKING DIRECT ONLINE TICKET LINK SALES ONLY)
TWITTER 9,444 FOLLOWERS JANUARY 1, 2015
10,345 FOLLOWERS DECEMBER 31, 2015
INCREASE OF 901 FOLLOWERS
• ORGANIC POST REACH OF 588,200 • MOST ENGAGED TWEET: 20 RETWEETS; 27 LIKES CONGRATS to our @Oshawa_Generals on their 50th win of the season last night as they improved to 50-10-2-3 this year! • 61 TICKETS = $1,965 (TRACKING ONLINE SALES ONLY)
YOUTUBE
1,433 FOLLOWERS
92,200 CHANNEL VIEWS
6,115 FOLLOWERS
135,322 CHANNEL VIEWS
JANUARY 1, 2015
DECEMBER 31, 2015
INCREASE OF 4,682 FOLLOWERS Annual Report FY 2015
JANUARY 1, 2015
DECEMBER 31, 2015
INCREASE OF 43,122 CHANNEL VIEWS Spectra | GENERAL MOTORS CENTRE
15
TICKETING
UNITED WAY INFORMATION KIOSK AT THE OSHAWA CENTRE
Fans are still learning that tickets to events at the General Motors Centre can be purchased at the Information Kiosk at the Oshawa Centre. The Oshawa Centre is Durham Region’s largest shopping centre, and is the largest mall in Ontario east of Toronto. With each event ticket purchased at the kiosk, a portion of fees are donated to the United Way of Durham Region. In 2015, Spectra donated a total of $2,924.29 to the charity through this initiative.
TICKET PURCHASING
INTERNET BOX OFFICE PHONE MOBILE OUTLET
TOTAL
38,142 18,065 14,154 1,495 1,278
73,134
$2,056,298 $ 636,532 $654,774 $55,131 $56,328
$3,459,064
*DOES NOT INCLUDE TENANT TEAMS OR TORONTO 2015 PAN AM GAMES TICKET SALES.
CART ABANDONMENT 215 TICKETS
TOTAL OF $12,077
Abandoned cart emails are sent to fans who have added tickets to their online cart but failed to check out. Spectra Ticketing & Fan Engagement implemented a generic cart abandonment program in September 2015 which generated $12,077 in revenue through 215 sold tickets for 2015. These fans must be a Backstage Pass member in order to receive an automated email, however this program has proven to be remarkably effective as a sales recovery tactic.
16 GENERAL MOTORS CENTRE | Spectra
Annual Report FY 2015
PUBLIC RELATIONS
Annual Report FY 2015
Spectra | GENERAL MOTORS CENTRE
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FACILITY OVERVIEW LOADING BAY
The General Motors Centre has 2 standard sized loading docks with dock levelers and 1 loading bay with a 14’ bay door, with ample show vehicle parking and show power available upon request. The back of house is spacious and a short push to our west end stage location and approximately 140 feet or 43 metres to our Theatre (half house) location.
RIGGING
The General Motors Centre has a full life line system with 117,000 lbs rigging capacity in west end (West End Stage/ Full Mode) and a 124,000 lbs rigging capacity in the centre (Theatre/ Centre Stage Mode), with a low steel height of 43’. The centre hung score clock fully nests into the steel for an unobstructed and clean look.
SHOW POWER
The General Motors Centre has 2200 total amps of show power (800A, 800A and 600A – dedicated to sound) with quick connects and 100A for shore power.
FOOD SERVICES
The General Motors Centre's in-house food and beverage team can fulfill any of your catering needs or show riders. You will be blown away by not only the quality of food but also by our presentation and attention to detail. The invenue restaurant, Prospects Bar & Grill provides fans the opportunities to enjoy a meal in the two-tiered restaurant prior or during an event and has a 400 seat capacity.
AMENITIES
The upper level of the venue boasts 23 private suites and four group suites. These suites provide a great occasion for companies to entertain or appreciate their clients or customers as well as friends and families to enjoy a night out together at an upcoming event.
CONFIGURATION CAPACITIES
201 202
203
E ST 2006
204
107
205 206
STAGE
114
113
111
112
109 110
C
117
210
B
201 202
203
E ST 2006
114
113
111
112
C
222
221 220 219 218 217 216 215 214 213 212 211
210
209
208
B
PROSPECTS BAR & GRILL 201 202
203
E ST 2 006
204
205 206
206
STAGE
119
109
318 7 31
116
115
114
113
112
310
117
C
223
222
221 220 219 218 217 216 215 214 213 212 211
106
107 108 109 110
117
116
115
114
113
112
111
C 207
207
D
119 118
110 111
105
310
118
120
104
309
319
108
101
103
308
107
102
STAGE
106
320
105
319
104
7
320
103
30
101
102
309
18 GENERAL MOTORS CENTRE | Spectra
A
205
308
1,500
204
115
HOCKEY MODE
7 30
2,090
223
PROSPECTS BAR & GRILL
120
3,616
209
116
207
D
208
270 WEST END MODE A
5,383
221 220 219 218 217 216 215 214 213 212 211
108
318
5,717
222
107
119
7 31
270 West End Stage
223
106
118
7
115
105
120
31
319 318
7 31
116
104
310
117
103
309
109 110
102
308
108
101
320
106
319
105
318
104
310
6,850
Mini Hybrid Theatre
204
7
320
103
309
6,417
102
308
6,017
360 Mode
Mini Theatre
203
30
101
D
Theatre Mode
201 202 E ST 2 006
206
207
180 West End Stage
PROSPECTS BAR & GRILL
B
A
205
7
Basketball Mode
PROSPECTS BAR & GRILL
30
Hockey Mode
B
A
210
209
208
MINI THEATRE MODE
D
223
222
221 220 219 218 217 216 215 214 213 212 211
210
209
208
THEATRE MODE Annual Report FY 2015
CAPITAL IMPROVEMENTS POS SYSTEM
$86,643.54
Initial investment in replacing our point of sale system to expand payment options for fans, as well as to have the capabilities to process our volume of sales and to include credit and Debit Visa cards at all locations including concessions and Prospects Bar & Grill. InSeat Service now has hand held units and printers that allows the server to place an order and complete the transaction with the fan through the use of Credit or Debit Visa card. Suite hosts also now have handheld POS devices.
HVAC
$30,000.00
An initial investment in upgrading the control system for heating and cooling the venue.
MENU BOARDS
$28,535.58
Replaced menu boards at all concession stands with televisions and functionality to allow for an interactive experience as well as the ability to highlight special packages and upcoming events.
TV'S
$20,040.00
Replaced all tube television sets on the suites level and concourse levels with Smart LED TV units.
FLEET RESERVE
$20,000.00
Contribution to the fleet reserve for city vehicles replacement including Zambonis.
CONCRETE REPAIRS
$19,010.00
Repairs were completed to curbs on the property and the concrete in the courtyard at Gate 1.
IT UPGRADES
$4,057.11
Replaced server backup system and increased data redundancy.
DIGITAL MIXER
$3,069.00
Annual Report FY 2015
Replaced the analog mixer in the sound room with a digital mixer.
Spectra | GENERAL MOTORS CENTRE
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CUSTOMER SATISFACTION
At the General Motors Centre, customer satisfaction is our number one priority. Through post-show and annual surveys, Spectra has been able to gather vital information regarding the average fan satisfactory rate from past events. The results to the right are based on the responses from 3,752 fans surveyed, rating specific aspects of our services from 1-3
Rating Average Website
2.16
Customer Service
2.24
Purchasing Tickets
2.26
Cleanliness
2.33
Prospects Bar & Grill
2.09
Concession Stands
1.95
Enjoyment of Entertainment
1 - Did not meet expectations 2 - Met expectations 3 - Exceeded expectations
2.41
Navigation Around Venue
2.20
Total Response Count
3,752
CUSTOMER COMMENTS "I have only experienced hockey games at the centre. All members of our party would go to another concert at the GM Centre..Congrats!! Great venue!" "The security were extremely friendly and very helpful. A bunch of people started a mosh pit and I kind of got stuck because of where I was standing and almost got knocked over. Security was quick to come up and help me get to a better standing position and stayed until things calmed down. I was very appreciative of this." "This was a great event (Three Days Grace). Seats were the best I have ever been able to get at GM Centre. Great staff, food and the performers are all first rate." "Great concert and great venue! Ticket purchasing online was super simple and the reminder/update emails before the show were helpful. Thank you GM Centre!" "From what I saw, the venue and everyone working there did a bang up job. Keep up the good work and never stop bringing in the rock and roll bands. We don't mind driving from Toronto to see a good show." "I had a fantastic time at the Volbeat concert. I really hope you have them back. Your venue was perfect for seeing my favourite band. The ticket prices, parking and food prices were all really good. I would definitely go back to see Volbeat or another rock concert." "Very impressed that the men's washrooms were converted to women's washrooms after the show - brilliant - since majority in the audience was female - well done!"
20 GENERAL MOTORS CENTRE | Spectra
Annual Report FY 2015
HOW YOU DOIN'?
TOP TEN HOW YOU DOIN'? CUSTOMER SERVICE PRINCIPLES 1
Customer First
2
Golden Rule
3
Listen
4
Think “YES”
5
Be Professional
6
Positive Attitude
7
24-Hour Rule
8
Everybody Sells
9
Enthusiasm
10
Do It Now
Annual Report FY 2015
How YOU doin’?
is a customer service philosophy used by all Spectra facilities. We at the General Motors Centre are committed to ensuring our fans have an incredible experience from the moment they step through our doors. The way we achieve excellence in customer service is simple, our employees. We have implemented an incentive program; rewarding our employees for going above and beyond their regular job duties for fans. Customers and venue management are welcomed to present a staff member with a HYD card when he or she represents the How YOU Doin’? philosophy. The HYD Committee then collects the cards from our employees and use them for monthly, quarterly, and annual prize draws. As an end of season thank you, the management team at the General Motors Centre host a summer Barbeque to thank and recognize all staff for their dedication throughout the past season.
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COMMUNITY INVOLVEMENT
DCAHL FOOD DRIVE
The Durham Central Adult Hockey League hosted their second annual holiday food drive which benefitted Feed the Need Durham. Teams of the DCAHL rallied together to donate 1,884lbs of food and $387 to assist the local charity.
TICKET DONATION
Spectra assists numerous non-profit organizations in conjunction with upcoming events through regularly donating tickets as silent auction prizing. In 2015, Spectra donated over $6,400 in sporting and live event tickets to assist with these groups’ fundraising efforts.
BLOOD DRIVE
Members of the Spectra team at the General Motors Centre volunteered their time in April to donate blood so they could make a difference in the lives of patients in need.
TOUCH-A-TRUCK
Spectra launched the third annual Touch-a-Truck event with almost 50 vehicles participating and was able to donate $1,951 to Big Brothers Big Sisters of Oshawa-Whitby.
Dear Vince, On June 11th, the Roger Anderson Charity Classic held it’s 18th Annual Golf Tournament. I would like to personally thank you for your support. The tournament raised $371,000 for Durham College, the University of Ontario Institute of Technology, and child and youth initiatives at the Ontario Shores Foundation for Mental Health. These funds will support the research and delivery of programs that build a brighter future and a stronger community. Due to your kindness and generosity, the tournament has raised over $5.4 million dollars to date! The Live and Silent Auctions are an important part of our fundraising efforts on tournament day. This year our Live and Silent Auctions raised over $65,000. I would like to take this opportunity to extend to you my sincere thanks for your donation of the Dean Brody concert tickets. Sincerely, Roger Anderson, Regional Chair, Roger Anderson Charity Classic 22 GENERAL MOTORS CENTRE | Spectra
Annual Report FY 2015
Dear Vince,
TESTIMONIALS
Thank you for making June 12th a night to remember!
Dear Mr. Vella,
On June 12th, you played an integral part in making our 12th Annual Starry Night – dinner, dance & auction a great success! Through the commitment of businesses and individuals like you, the night was truly “a night to remember”.
On behalf of Lakeridge Health Foundation, thank you so much for your support of our 2015 InspirEVE Annual Gala.
This year marked many changes to the event including a new physical layout, new format for the live auction and a variety of new additions to our balloon pull and silent auction. All aspects of the night were a huge success and we could not have done it without you.
Funds raised at this year’s gala have been earmarked to support the building and outfitting of our new Interventional Radiology suite at Lakeridge Health. As our guests learned throughout the evening, Lakeridge Health is home to Durham Region’s largest Interventional Radiology program, a regional asset unique to our community. The new modern, state-of-the-art space and equipment will double the number of procedures available at Lakeridge Health and significantly reduce wait times.
As the number of women and children requiring our services continues to increase, your support helps to ensure that we can meet this demand. In 2014, we continued to operate above capacity, having to turn away over 270 women and children; our long-term, outreach and crisis counseling services continued to expand. Also, our 24-hr crisis line received 773 calls from women in need. On behalf of YWCA Durham’s Board of Directors, staff and all of the women and children who called Y’s WISH Shelter home over the years, thank you! Your support means the world to us and we are grateful to have you as part of the YWCA Durham family. We look forward to seeing you next year! Sincerely, Wendy Leeder, Co-executive Director/Shelter Services Director Susan Groen, Co-executive Director/Finance Director YWCA Durham Dear Vince, Thank you on behalf of Grandview Children’s Centre to you and Suite Manager Jeanette Humphries for coordinating a charity of choice donation program with your suite lease holders at the General Motors Centre during the holiday season. We are very grateful to the four lease holders who donated to Grandview and will arrange to have donation receipts sent to them through Grandview Kids Foundation. When a family in Durham learns their child has special needs, they are plunged into a world that is overwhelming and sometimes, even frightening. They want guidance from experts they can trust. They need a haven. Whether a child is born with special needs, or acquires a disability as a result of illness or accident, the road to reaching their potential cannot be travelled alone. With community support such as this donation we are able to support families to reach their goals for their child. It makes a world of difference to Grandview kids. Thank you again for this and for being such a good friend and ongoing supporter of Grandview kids. Sincerely, Lorraine Sunstrum-Mann ECEDH, RN, BA, MBA, Executive Director Grandview Children’s Centre Annual Report FY 2015
Our hospital is dedicated to more than just building a new suite – we are devoted to providing better, faster and safer care. Interventional Radiology procedures are faster, have less risk and pain, and offer better long-term outcomes for patients, tax-payers and the health care system as a whole. Lakeridge Health Foundation has committed $5 million dollars to support this project to enable these modern, innovative procedures to change the health care experience in our community. Thanks to your support, we are one step closer to achieving our goal. Once again, we thank you. Lakeridge Health Foundation has some lofty goals and we count on our community partners like you to help the hospital to provide excellence – every moment, every day. We hope that we can count on you for continued support! Sincerely, Helen Knelsen, Development Officer – Events Lakeridge Health Foundation
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24 GENERAL MOTORS CENTRE | Spectra
Annual Report FY 2015
FUTURE OUTLOOK
The General Motors Centre was on the world stage again in 2015. This year will forever be known as the year of sport at the General Motors Centre as it hosted boxing and weightlifting for the TORONTO 2015 Pan Am Games as well as the Pinty’s National Grand Slam of Curling event. The venue was ranked first in all of Canada for its size and 19th in the world by Venues Today in their Mid-Year Top Stops Chart while also achieving additional industry and local accolades throughout the year. These achievements were reached due to the amazing programming which included six sold out shows from Jerry Seinfeld, The Tragically Hip, Theresa Caputo, WWE, Dean Brody and Paul Brandt, and Tim Hicks.
EVENTS ALREADY BOOKED FOR 2016
As we look forward to what lays ahead, the General Motors Centre is off to a busy start with the first quarter of 2016 looking strong with content and sales. An addition many fans have been awaiting is the new scoreboard expected to be installed prior to the upcoming 2016/2017 Oshawa Generals home opener. With the installation of the videoboard, we will be able to explore fresh opportunities with this modernized asset hanging proudly over centre ice. In 2016, Naming Rights are up for renewal and we look forward to the long term and positive partnership that such a cornerstone asset brings.
• Harlem Globetrotters
Annual Report FY 2015
• Jeff Dunham • NHL Alumni Benefit Game featuring the Toronto Maple Leafs vs Montreal Canadiens • Brantley Gilbert • Blue Rodeo • Johnny Reid • Marianas Trench • Dancing in the Streets • One Night of Queen • Hedley • Gerry Dee • Jason Aldean • Gord Bamford and Joe Nichols • WWE Live • Billy Currington • Il Divo
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99 Athol Street East Oshawa, Ontario, Canada L1H 1J8 t. 905-438-8881 f. 905-432-2372 www.generalmotorscentre.com