Paris 2024 Olympics Hospitality Case Study

PUBLISHED

October 7, 2024

CATEGORY

Operational Readiness

AUTHOR

Ikosaeder

01. The Challenge

On Location, a global leader in the experiential hospitality business, was appointed in 2021 as the exclusive service provider for all hospitality services for the Olympic and Paralympic Games Paris 2024 as well as future editions in 2026 and 2028. As part of a new global hospitality model, the new centralised solution aimed to deliver a simplified, secure process for the tens of thousands of clients across more than 130 hospitality venues in Paris and across France.  

The Olympic Hospitality offering was on an unprecedented scale, prompting the engagement of Ikosaeder in late 2023 to support planning during the last months of preparation. At this stage of the event lifecycle it was necessary to shift the organisation from planning to readiness, in time for the Paris 2024 Games. Focus was placed on developing a robust Games-Time structure and conducting readiness exercises to help to build capability.

Readiness activities uncovered some areas for improvement and to address these Ikosaeder proposed the creation of a central Hospitality Delivery Office (HDO) focusing on:

  • Overseeing operational planning
  • Operational readiness testing and exercising
  • Pre-Games governance and Communication, Command & Control (C3) planning
  • The design, planning and delivery of the Hospitality Operations Centre (HOC)
  • Crisis management planning and training

02. The Solution


Following the identification of priority focus areas, Ikosaeder established a pre-Games Governance structure and initiated planning for Games-Time C3 with a training and awareness programme by means of a working group at Function level. A parallel programme was set up at the executive level to focus on crisis management.

A Readiness Strategy was developed, focusing on key gaps and risks, and refined as deeper insights emerged. The readiness programme included On Location-specific exercises and integration with Delivery Partner exercises, leveraging Games-Wide simulations run by the International Olympic Committee (IOC) and Paris 2024 to bolt-on hospitality-specific scenarios, allowing these to be viewed in the wider context of the Games. This approach provided valuable learning experiences across all levels of On Location.

Ikosaeder led the development of tools, templates, and documentation for both functional and Games-Wide needs, including contingency plans and resource planning. In the context of a multi-sport games, the requirement for managing competition schedule changes and impact on client itineraries became clear. Ikosaeder supported internal teams to develop a process for managing a DIPAC (Delay, Interruption, Postponement, Advancement or Cancellation) and its knock-on effects. Relevant teams were trained on the process, and this was tested during readiness exercises. The process was finessed and then implemented successfully during the Games – especially considering the high number of potential and actual competition schedule changes which occurred during the Paris 2024 Games. The established process provided a legacy framework for On Location’s future projects.

For the Hospitality Operations Centre (HOC), Ikosaeder designed the space, layout, technology set-up, configured the Incident Management System, and information-sharing tools. The HOC included representation from Paris 2024 and occasionally the IOC, with its main mission to facilitate real-time issue resolution. The HDO team transitioned to manage the HOC during Games-Time, overseeing operations, daily briefings, end of day reporting, issue resolution including the management of Issue Resolution Groups (IRGs) and Crisis Management Teams (CMTs).

A lasting legacy for On Location includes an adaptable C3 framework, readiness strategy, templates, registers for risks, policies, procedures, and plans, and comprehensive operational documentation for future Games editions and projects.

03. The Outcome

  • Designed a Readiness Strategy and awareness programme.
  • Participated in and prepared the organisation for two Complex Operations Tabletop Exercises and two Games-Wide Simulations as part of the joint IOC-Paris 2024 Readiness programme, including additional hospitality exercises contextualised within the broader Games.
  • Developed and delivered cross-functional On Location-specific Tabletop Exercises and a company-wide Games-Time Simulation with executive crisis management activation.
  • Created Train-the-Trainer documentation for Functional level exercises.
  • Captured lessons learned to support updates to operational plans, processes, and relevant documentation.
  • Developed a Games-Time C3 Governance Framework and Concept of Operations, integrating with On Location’s executive team and Delivery Partners (Paris 2024 and IOC).
  • Designed the space, infrastructure, and daily operation of the On Location Hospitality Operations Centre (HOC).
  • Managed the HOC, including daily briefings, reports, incident resolution, and crisis management team activations during Games operations
  • Facilitated tactical-level planning and training through a C3 Working Group with Functional Areas and Venues.
  • Led Issue Resolution and Crisis Management planning, training, and roll-out.
  • Supported the development of the Games-Time structure and role definition.
  • Established innovative communication tools, equipment, and protocols for streamlining Games-Time information sharing
  • Configured and trained On Location’s Incident Management System for operational use.
  • Developed and implemented a Change request/order process at all levels, including a large-scale competition schedule change, integrated into C3 and HOC structures.
  • Developed an integrated planning strategy aligned with Delivery Partner documentation.
  • Created an integrated operational planning and readiness roadmap.
  • Identified key policies and procedures, developed Function Operating Plans, and provided tools, templates, and guidance for developing these
  • Created a risk register and supported the development of mitigation and contingency plans.
  • Set up and managed the On Location Ops Hub, the repository for all key operational documentation.
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