Planner Boot Camp - SGMP NEC/2016 NEC Presentations/Planner Boot... · Planner Boot Camp Nick...

Planner Boot Camp

Nick Hussein, GMS Professor, Central Michigan University – Hospitality

Department

Debbie Kopkau, MBA, CAE, CMP, GMS

Michigan School Business Officials

Michigan Institute of Educational Management

May 19, 2016

Overview

Timelines for Planning

Program Development

Choosing Your Format

Budgeting

Site Selection

Contracting

Specialized Services

Booking Speakers

Marketing Your Event

Exposition Management

Housing

Food and Beverage

Registration

Security

Printing Materials

Leading the Team

Onsite Management

Evaluating the Meeting

Billing

Emerging Trends

2

Did You Ever Have a Meeting

Like This?

3

https://www.youtube.com/watch?v=K7agjXFFQJU

https://www.youtube.com/watch?v=K7agjXFFQJU

Basics – Getting Started

4

http://www.conventionindustry.org/APEX/about-apex

Glossary of terms

BEO

Attrition

AV

Setups

Lav





Overall Timeline

Start 18 months out

Two month intervals

2 weeks out

1 week

Pre Conference

Meeting Day

Post Conference

5

Budgeting

History

Budget

Break-even point

Total fixed costs = # of attendees needed to break even

Registration fee - variable cost

Registration fee Total fixed costs + Variable Costs = Registration fee

# of attendees

Direct vs. Indirect Expenses

6

Request for Proposal (RFP)

Resume of Meeting

Meeting History

Budget

Agenda

Special Needs or Wants

Convention and Visitors Bureau

APEX RFP

http://www.conventionindustry.org/APEX/RFPWorkb

ook.aspx

7

http://www.conventionindustry.org/APEX/RFPWorkbook.aspx

http://www.conventionindustry.org/APEX/RFPWorkbook.aspx

Site Selection

Conducting a Site Selection

Tour like an attendee

Pictures of facility

Current/future condition of hotel

Questions during site visit

8

Contracting

Contracts

One for every 50/40

Force majeure

Attrition

Other clauses

9

Specialized Services

Convention and Visitors Bureau (CVB) &

Destination Management Company (DMC)

One-stop shop

Know the area

Registration

Hotels in area

Other services

10

Booking Speakers

•Speaker bureau

•Members

•Convention and Visitors Bureau (CVB)

•Like groups

•Contracts with riders

Obtain Speakers

• Who owns

• Use Copyright logo

• Web access

Copyrights/Materials

• BMI

• ASCAP Music Licensing

11

Marketing Your Event

Marketing Plan

Social Networking

Blogs

Facebook

Twitter

Listservs

LinkedIn

Instagram

12

13

The Four Ps of the Marketing Mix

Product

Place

Promotion

Price

Marketing mix—the combination of the Four Ps used to develop action plans

and achieve marketing objectives for a target market.

Exposition Management

Exhibitors

Marketing materials

Size of booth

Decorator

Layout

Electrical

14

15

The Scope of Exhibits and

Trade Shows

Exhibitions are live marketing events.

Exhibitions are a key element of most trade

conventions. Over 80 percent of annual trade

conventions include an exhibition.

Exhibitions provide associations with a way to

boost conference attendance and raise money.

Properties of any size can service exhibitions.

16

Types of Exhibits

Tabletop Exhibits

Used where space is limited or where there is a

limited number of exhibitors.

Area Exhibits

Exhibitor assigned a specific floor space for

displaying large, tall equipment or two-tier displays.

17

Types of Exhibits

Booth Exhibits

Most common exhibit.

A standard unit of exhibit space (usually 10 feet by

10 feet) occupied by an exhibitor.

Usually constructed with pipe and drape

(lightweight aluminum tubing draped with fabric to

create separate exhibit booths) or hardwall (solid

material such as plywood, plastic, etc.).

Booth types: standard, perimeter, peninsula, island

19

Key Trade Show Personnel

Trade Show Manager

First priority is to sell floor space to exhibitors

Most work directly for meeting group; others are

independent

Develops list of potential exhibitors

Markets the show to exhibitors and attendees

Contracts with exposition service company

Oversees logistics

Sends exhibitors the exhibitor prospectus in an effort

to influence participation

20


Exhibition Service Contractors

Provides general decorations for exhibit hall

Designs the exhibition floor plan

On-site coordination of show

Organizes and coordinates all services required to

set up the exhibit hall, including labor, plumbing,

electrical, cleaning, florists, booth personnel,

drayage, and setup and teardown

Generally charges the trade show manager a flat fee

for setup of booth

Charges exhibitor fees based on services supplied

21


Exhibitors

See trade shows as opportunities to demonstrate

products/services to key decision-makers

Receive an exhibitor service kit from the exhibition

service contractor

Rent floor space from the trade show manager

24

How Money Is Made

Hotels—sell exhibit space to convention organizers and

services to delegates

Convention organizers—resell space to exhibitors

Exhibitors—sell goods and services to delegates

Delegates—sell goods and services to their customers

Trade show managers—sell floor space to exhibitors

Exhibition service contractors/decorators—sell services to

trade show managers and exhibitors

Drayage companies—sell services to decorators and

exhibitors

25

Elements of Exhibit Planning

Scaled drawings

Layouts

Photo file

Timetable

Show hours and room

assignments

Labor regulations

Insurance

26

Exhibit Fees

Two categories of exhibition shows:

1. Exhibits held with a convention

This is the most common arrangement

Attendance is restricted to association members

Variables in determining rental fee charged to

group include: sleeping and meeting room

commitment, expected F&B revenue, repeat

business potential

27

Exhibit Fees

2. Exhibits held as part of a trade show

Often open to the public

Also termed a consumer show (home and

garden shows, travel shows, etc.)

The organizer makes a profit from sub-

leasing exhibit space

Hotels often charge higher rental fees for

space

28

Convention Shipping and Receiving

Concerns

Limited storage at property

Drayage companies store exhibits until move-in

Handling and storage paid by exhibitors or meeting

group

Shipping address should include name and dates of

event

Indicate a preferred shipping method

Incoming shipping costs: set policies for charges or

postage due

Shipping Methods

Air freight

Common carrier

Private carrier

Exhibit contractor as

shipping agent

29

Housing/Overnights

Hotel

VIP list

Cut-off date

List or housing bureau

Extra rooms

30

Food and Beverage

Food & Beverage

BEO Review

Trends

Profitability

Types of Meal Functions

Managing Attendance

Types of Food Service

Control Procedures and Staffing

Beverage Setup and Pricing

Liquor Liability

31

How To Read BEO

32

Sections of BEO

33

Contact Information

Schedule

Food and Beverage Arrangements

Audio Visual

Terms and Conditions

Signature Line

Trends in Banquet Food and Beverage

Meeting planners are more food savvy

Hotels seek to create a restaurant-quality

dining experience at banquets

Customized menus, choice of

entrée, action and testing stations,

and upscale presentation are popular

Meeting facilities are offering fresh,

healthy, locally grown, organic, and

nutritional foods to connect with the

trend toward green menus

34

Courtesy of Fairmont Hotels

35

Profitability of Banquets

Food and beverage is second only to

guestrooms in the amount of revenue it generates

The profit margin on banquet

sales is 35–40 percent

Banquet sales volume often

exceeds restaurant volume

by two to one

Banquets allow for flexible

pricing, while both food and

labor costs may be lower

Courtesy of InterContinental Hotels

36

Planning Food Functions

Types of Food Functions Breakfasts

Luncheons

Dinners

Dinners with entertainment and/or dancing

Coffee breaks

Receptions

Hospitality setups in suites, meeting rooms, or exhibit halls

Courtesy of Raffles Hotel Singapore

37

Changing Tastes

Healthier Foods

Low in calories, fat, and cholesterol

High in fiber and nutrition

Breakfast foods lighter/healthier

“Green” menus

promote organic,

locally grown choices

Refreshment breaks

are becoming

“energy” breaks Courtesy of InterContinental Hotels

39

Managing Attendance at

Food Functions

Firm menu prices are not quoted earlier than six months

prior to event

Planner initially will estimate attendance at a food

function

Early estimates of planners should be updated

periodically

Guarantee needed 48 or 72 hours in advance for ordering

purposes

Group generally guarantees to pay for a certain number

regardless of attendance

40

Overset safety margin of 5 percent is common.

For example, if guarantee calls for 200

attendees, hotel agrees to set for 5 percent over

and sets tables and chairs for 210

Require guarantees in writing

Attrition fees may be assessed if group fails to

meet its commitment

Ticket exchange is often used for final banquet

Managing Attendance at

Food Functions

41


Plate or American Service

Most common form of

banquet service

Food prepared in kitchen

and presented on guests’

plates

Russian Service

Food prepared in kitchen

Served from platters onto

guests’ plates

Courtesy of Fairmont Hotels and Resorts

42


English/Family-Style Service

Food brought to the table on platters or in bowls

Butler Service

Used at receptions

French Service

Food prepared tableside

on carts or a gueridon

Requires space between

tables for carts

Courtesy of Jumeirah Hotels and Resorts

43


Preset Service

First course on tables when guests arrive

Buffet service

Guests serve themselves from arrayed

choices

À la Carte Catering

Guests have choice of entrées

44

Function Room Issues

Choose location based on type

of function, location of other

functions, traffic, kind of

seating, and lighting

Ensure enough time for setup,

breakdown, and cleaning

Ensure that noise will not

disrupt functions

Courtesy of Jumeirah Hotels and Resorts

45


Control Procedures

Meals: usually charge per person

Hotels must establish a head count procedure to

determine the actual number of meals served

Count coupons or tickets at door or table, or count

dishes

Coffee breaks or hospitality suites: charge per cup or

gallon of coffee, per piece or tray of Danish

Complimentary hors d’oeuvres allow higher meal and

drink charges

Labor charges and setup costs added to small-function

bills

46


Staffing

One server per 20 guests

As little as one server per 10 if price and

service warrant it

One captain for every 10 to 12 servers

One server per 16 guests with wine service

One server per 30 to 40 guests for buffets

47

Two Ways of Handling

Food and Beverage Service

Uniserve

All arrangements for function space and F&B

made through one service contact—the

convention service manager.

Duoserve

F&B responsibilities separated from scheduling of

function space. Meeting planners must work with

a banquet/catering department for their F&B

requests, and with the convention services

department for their function room needs.

48

Beverage Service Setups and Pricing

Methods

Types of Beverage Service

Host bar/open bar

Cash bar/no-host bar

Coupons or tickets at no-host bar

Captain's bar

Pricing Methods

By the person: flat rate for a specified time

By the bottle: includes opened bottles

By the drink: include labor charge and use standard drink

sizes

49

Hospitality Suites and Brands

of Liquor

Hospitality Suites

Used by exhibitors and for good will

Policy on liquor from outside (corkage)

Union regulations

Brands of Liquor

House brands—standard

Call brands—by request only

Premium brands—most expensive liquors

Prices for house and call brands may be the same or

different

50

Beverage Control Systems

Procedures

Maintain formal procedures

Stock 25 percent more than group’s estimated

consumption and return excess to stockroom

Marrying beverage service stations—closing bars in

staggered order, moving partials from one bar to

another

Host Bar Control

Easiest—no cash exchange

Opened bottles returned to stock or sold to group

51

Beverage Control Systems

Cash Bar Control

Requires rigid controls

Use cashier, not bartender, for cash handling

Coupon or Ticket Bar Control

Need for cashier depends on when tickets are sold

Automated Bars

Prevent overpouring

Bartender still required for blended drinks

Most units take only 8 bottles

Lends a mechanical atmosphere to cocktail receptions

52

Liquor Liability and Staffing

Liquor Liability

Many states have dram shop laws

Must take responsible care in serving alcohol

Staffing

One bartender for every

75 to 100 people

One bar back for every

three bartenders

Open bar stations farthest

from entrance first

Staff one waiter for every

50 people for food receptions

Courtesy of Mandarin Oriental Hotel

Geneva, Switzerland

53

Post-Function Actions

If billing is per person, tally guests

served and have planner acknowledge

total

Tally unopened bottles and bottles to

be returned for credit; have planner

acknowledge totals

If billing is not through master

account, bills should be paid when

totals are certified

54

Food and Beverage Service at

Smaller Properties

Role of Catering Manager

Can be responsible for sales as well as

coordinating F&B in smaller properties

Small property’s catering manager usually

does not have authority over rooms

Large property’s catering manager usually

handles only F&B

55

Food and Beverage Service at Smaller

Properties

Servicing and Selling Smaller properties use uniserve

Catering manager may be in charge of

function book at small property

The danger of double-booking

Communication and Cooperation

Needed More so in small properties because

departments are more autonomous

Small properties should still use

specification sheets

Audio Visual (AV)

AV Equipment

Lectern vs. podium

Microphones

Screens

AV cart vs. table

Projectors

Internet

56

58

Types of AV Equipment

Sound Systems

Amplifier

Microphones: lavaliere,

unidirectional,

standing, roving, cordless/wireless,

table

Mixer board

59


Lighting

Profile spots

Follow-spots

Floodlights

Special effects lighting

Intelligent lighting

60


Projection Screens

Types: fast-fold, tripod, wall/ceiling

Surfaces: glass-beaded, matte-surface,

lenticular

Formulas/rules: five feet rule, two by eight

rule

61


Slide Projectors

Carousel

Dissolve unit

Overhead Projectors

Rearview Projection

Motion Picture Film Projectors

62


Videotape and DVD Projectors

DVD, VHS, Betacam, Beta SP, U-Matic or

Industrial, broadcast video, Video 8

Projection Systems for Computer Presentations

Projector Stands

Multimedia Presentation Equipment

Simultaneous Interpretation Facilities

Virtual Conferencing Equipment

Spare Parts

Other Projection Devices

66

More Types of AV Equipment

Projection Systems for Computer Presentations

Liquid crystal display (LCD)

Computer projectors

Projector Stands

Multimedia Presentation Equipment

Slide/sound synchronizer

Dissolve unit

67

More Types of AV Equipment

Simultaneous Interpretation

Virtual Conferencing

Spare Parts

Other Projection Devices Chalkboards

Whiteboards (Panofax, Gemini Blackboard)

Flip charts

Pointers/Presenters

Personal computers

Courtesy of Tandberg

Web or Online Training

https://www.youtube.com/watch?v=su79nHfs26Y

68



69

Factors to Consider in

Pricing AV Services

Competition

Availability of outside firms

Number of guestrooms occupied

Extent of food and beverage

functions

Amount invested in equipment

70

The Impact of Union Regulations on

AV Services

What do you need to know about union

regulations?

A violation can lead to a work stoppage

in the middle of a convention.

Setups

Meeting Room Setups

Theatre style

Classroom style

Banquets

Reception

Hollow square/U-shape

Trade show

71

72

Function Room Assignments

Timing

Tentative assignments at point of booking

Definite assignments at least 60 days before

event

Some planners require definite assignments in

contracts

73

Function Room Size and

Layout

Use these criteria for choosing a size in room assignment:

Expected number of attendees

Room setup

AV equipment

Lectern or head tables

Clothes racks, props, tables, or handouts

Coffee service

74

Function Room Size and

Layout

Put similar meetings back to back.

Remember additional items for meeting

rooms:

Pads and pencils

Water glasses and pitchers

Place cards

Handout materials

75

Meeting Room Plans

PCMA certifies the accuracy of meeting space

Capacity charts with dimensions and scaled

drawings of meeting space are required by

planners

Computer-assisted design (CAD) programs are

used by most hotels

CSMs should be aware of Americans with

Disabilities Act guidelines when preparing meeting

room plans

78

Setup, Breakdown, and Function

Room Charges

Timetable for Setup and Breakdown

Allow enough time

Put like meetings in same room to avoid extra charges

79

Function Room Charges

Function Room Charges

Vary by property and according to amount of business the group brings

Can be used to compensate for discounted guestroom rates

Maintain a firm list of rates

Many properties have sliding scales based on guestroom pickup

Charge for function rooms if guestroom revenue does not cover setup, cleanup, and teardown costs

If a group uses enough guestrooms, there is often no charge for function rooms

80

Release Dates, Multiple Groups,

and Employee Procedure Manuals

Release Dates

Necessary to allow your property to sell the

space with some lead time should the group not

book as anticipated

Set in letter of agreement or contract

Simultaneous Meetings

Most properties host more than one group at a

time

81

Release Dates, Multiple Groups,

and Employee Procedure Manuals

Use of Function Rooms by Others

Avoid booking competing groups for the same time

Planners may want control of space

Small property’s advantage of being able to accommodate only one group at a time

Employee Procedure Manuals

Includes meeting room setups and setup procedures

House person training and job description

Update periodically to include new furniture, equipment, and procedures.

82

Scaled Drawings and Function Room

Furniture

Scaled Drawings

Have one of each function room for in-house use

Include much detail

Include doors, windows, pillars, elevators, electrical outlets, and

obstructions

Include ceiling height and capacity in the most popular setups

83

Scaled Drawings and Function Room

Furniture

Function Room Furniture

Criteria: strength and durability, ease of handling, ease of

storage, flexibility, comfort

Chairs

Tables: Velcro-backed draping, snap-drape skirting

Platforms: use carpeting and skirting if platforms are worn

Lecterns: table and floor; permanent light fixtures; built-in

speakers; AV controls

86

Auditorium or Theater Setup

Chairs set up in rows facing the speaker

First row should be 6 feet from edge of head

table or platform

Center aisle most common, but use of two

aisles increasing

Aisle size regulated by code: usually 6 feet for

large groups; 4 or 5 feet for smaller groups

Variations on theater style: semicircular with

center aisle; V-shaped

87

Auditorium or Theater Setup

Benefits:

- Perfect for shorter presentations, seminars, lectures, and Q & A’s

- Best suited for presentations that require more elaborate A/V technology

Best meeting uses:

- Teaching/training

- Lecture/presentation

- Team-building

- Executive presentation

- Seminar

- Workshop

88

Theater Setup • Seats are in rows facing the stage area, no tables.

• Benefits:

- Perfect for shorter presentations, seminars, lectures and Q&A’s


• Best Meeting Uses:

- Teaching/Training

- Lecture/Presentation

- Team Building

- Executive Presentation

- Seminar

- Workshop

Stage

89

• Rows of tables with chairs face the front of a room and each person has a space for writing or using a computer.

• Benefits:

- A classical approach for both large and small seminars and training programs where attendees need work space for notes

- Lends itself to a Q&A session with the facilitator rather than interactive discussion between participants


- Teaching/Training



- Seminar

Stage

Schoolroom Setup

This PowerPoint slide courtesy of Ann Koralewski, CMP, CGMP, University of Florida Conference Department.

90

Sample Schoolroom Setup

Courtesy of Swissôtels Hotels and Resorts

91

Chairs are arranged in rows slanted in a V shape and separated by a center aisle. They face the head table or speaker.

Benefits:

- Productive large group setup with speaker as focal point

- Increased eye contact between the group and the speaker

Best Meeting Uses:

- Teaching/Training


- Discussions/Negotiations


- Seminar

- Conference

Stage

Chevron Setup

92

Crescent Rounds Setup • Round tables arranged to

maximize seating requirements for a variety of purposes.

• Benefits:

- Ideal for meal-centered meetings and banquets encouraging business and socialization for any size group

- No back is facing the speaker

- Less elbow room than a cluster


- Meeting w/ meal

Stage

93

Sample Crescent Rounds Setup

Courtesy of Langham Hotel, Pasadena, California

94

V-Shape Theater Setup

• Seats are in rows facing the stage area, no tables.

• Benefits:

- Perfect for shorter presentations, seminars, lectures and Q&A’s



- Teaching/Training



- Seminar

- Workshop

Stage

95

Sample

V-Shape

Setup

Courtesy of Fairmont Hotels & Resorts

96

U-Shape Setup • Series of tables set up in the shape

of the letter U with chairs set all around on one or both sides.

• Benefits:

- Promotes an open forum for smaller groups of up to 40 people

- All participants are able to make direct eye contact with one another


- Teaching/Training

- Meeting w/ Meal

- Discussion/Negotiations

- Team Building

- Conference/Exchange

- Brainstorming

Stage

97

Hollow-Square Setup

Tables set in a square (or rectangle) with chairs placed around the outside of the table. Center (inside) table is hollow.

Benefits:

- Facilitates group discussions and brainstorming but can also accommodate the agendas of multiple speakers

- Works for both small and mid-size groups utilizing various technology

Best Meeting Uses:

- Board Meeting

- Discussion/Negotiations

- Team Building


- Brainstorming

Stage

This PowerPoint slide courtesy of Ann Koralewski, CMP, CGMP, University of Florida Conference Department.

98

Sample Hollow-Square Setup

Courtesy of Fairmont Hotels & Resorts

99

Boardroom Setup • Rectangle or oval shaped tables are set up with chairs on both sides and ends.

• Benefits:

- A formal executive level set-up designed for meeting with one primary facilitator

- Good space for a comfortable working session, as well as food and beverage

- Ample room for teleconferencing and visual presentations


- Board Meeting


- Executive Presentations


- Brainstorming

101

Monitoring Function Room Usage

Calculate cost of leaving function space unused

Track the following:

Function room occupancy by meal period

Types of functions

Use of guestrooms by function groups

Popularity of individual banquet menu items

Sales revenue per square foot of function space

Average banquet check by type of function

Pattern of unused times and days

Average number of persons by type of function

Registration

Onsite Registration

First impression of conference

Layout of registration materials

Avoid long lines

Directional signs

Stanchions

Placards for last name registration

103

Security

Bonded Security

24-hour Service

Exhibit floor

104

Printed Materials

Name tags

Conference bags

Pens

Programs

Exhibitor Contracts

Member directories

Session Materials

105

Leading the Team

Develop job descriptions

Put people in charge

Follow protocol

Walk-through conference duties

Contingency Plans

Emergency Plan

106

Onsite Management

Plan of Action

Copies of plan to registration desk and

others on the floor

Staff Behavior

CSE – Runs Meeting

Access to Intros of speakers

Meeting resume

Meeting plan/BEOs

107

Evaluating the Meeting

Paper

Online

Survey Monkey

Free – use fill-able PDF

108

Convention Billing and Post

Conference Review

Billing

Master Account

Gratuities and Service Charges

Post Con Review

109

110

Convention Billing

All billing instructions must be detailed in the resume

Avoid surprise billing charges by communicating early and openly on billing arrangements

Two key forms for communicating billing charges:

1. Master Account Billing Authorization

2. Rates and Changes

113

Folios for Meeting Groups

Master account folio

Individual guest folio

Split folio

115

Master Account

Authorized signers should be noted in the resume.

A rates and charges bulletin communicates to attendees

what charges they are responsible for.

Meeting planners often request a meeting with the

accounting office prior to the start of the convention.

Daily meeting debriefings are often held to review

itemized charges. May be signed by meeting planner each

day.

All charges posted to the master account must have

backup, including invoices, signed checks, and BEOs.

116

Time of Payment

Payment Schedule

Depends on property, credit and reputation of

group, group’s history, frequency of business

Delayed payment can hurt hotel’s cash flow

Usual Payment Schedule

1. Deposit when contract is signed

2. Pre-convention payment on agreed-upon date

3. Payment during convention

4. Final payment after event

117

Gratuities and Service Charges

Four Categories

1. Gratuities for hourly employees

2. Service charges for group functions and

banquets

3. Blanket service charges

Added to room charge

Total is distributed to service personnel

Attendees tip only once

4. Gratuities for managers – strictly voluntary

118

Surcharges and Resort Fees

Surcharges

Resort

Hotels should fully disclose fees

119

Example of Resort Fees

120

Post-Convention Review

Two Review Sessions

Intra-staff review with hotel staff

Postconvention review with meeting planner and hotel staff

Comparison with Projections

Guestroom pickup: number and type

No-shows and overbooking problems

Early and late departures

Compare figures with those from past meetings

121

Post-Convention Review

Function Attendance

Many hotels now use the Post-Event Report (PER)

Feedback on Special Services

Room service, restaurants, athletic facilities, elevator

service, telephone operators, front desk clerks

Comments from Individual Guests and Hotel Staff

Final Appraisal

Prevent problems from recurring

Emerging Trends

Digital Tools

Materials available electronically

Ethical principles

FAM trips

Free site inspections

Gifts

Rebates/Points

Legislative and Regulatory

Travel

123

Emerging Trends (Cont)

Economic downturns/up swing

Purchase on consumption

Timing of events

Placement of food

Multi-year contracts

APEX – Accepted Practices Exchange -

http://www.conventionindustry.org/St

andardsPractices/APEX.aspx

124

http://www.conventionindustry.org/StandardsPractices/APEX.aspx



Connections/Training

Get Involved/Relationships

CMP Training

Chapter SGMP – GMS Training

125

Planner Boot Camp

Debbie Kopkau, MBA, CAE, CMP, GMS

[email protected]

517.327.2587

Nick Hussein, GMS

[email protected]

989.615.1254

126

Questions?

mailto:[email protected]

mailto:[email protected]

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