The City of Scottsdale retained Crossroads to develop a business plan for WestWorld to help guide future capital and operational decisions. The City’s stated priorities for the facility are to enhance event activity; improve financial performance through revenue generation, cost containment and profit maximization; manage, market and maintain the complex in a first-class manner; and provide consistent, high quality customer service to patrons.
Our project team reviewed and evaluated existing management practices including governance, mission, booking policy, rental rates, organizational structure, staffing levels, sales/marketing efforts, food and beverage operations and capital improvement planning. Crossroads then benchmarked WestWorld’s operating performance to a competitive set in terms of usage, financial performance and client satisfaction. The study recommended changes to increase operating efficiency, identified specific opportunities for revenue growth and provided key performance indicators for continuous monitoring of operational performance relative to achieving the City’s business objectives of achieving financial sustainability and reducing the operating subsidy wherever reasonable. The study also prioritized future building program needs to assist the City in its capital planning process. In addition, Crossroads outlined an implementation strategy which estimated the financial impact of recommendations on WestWorld’s operating revenues and expenses.