Manual on elective ii - theme parks and attractions

3.4 Operations management IV – Crisis
management
Crisis management
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Theme Parks and Attractions
Other than problems at an attraction that can largely be resolved by internal staff,
managers sometimes may need to deal with crises, events or situations that can harm a
business’s viability and operations. Crisis management is concerned with dangers that
could lead to loss of life and draw the attention of people outside the attraction.
Typical examples include food poisoning at the attraction’s catering outlets, a bomb
explosion or a major accident such as visitors being injured on a ride. All these
situations may bring the harsh spotlight of the media on the attraction.
When a crisis occurs, actions that require immediate attention are:
♦ Tackling the crisis to ensure overall safety in the attraction, eg evacuating the
site or closing parts of the operation until the crisis is over
♦ Handling the media who become interested in the attraction because of the
crisis
Crisis management action
When a crisis occurs, effective communication with visitors, staff, government and the
media is essential. Otherwise there is a risk of long-term and even fatal damage to the
attractions’ business, and loss of credibility.
Every facility should therefore be prepared with a crisis management plan to:
♦ Provide a coherent way for staff to tackle the crisis and for management to tell
its side of the story
♦ Preserve its image as being professional, caring and concerned