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With the conclusion of Sports Business Journal’s Sports Business Awards on May 20th, we feel validated.
You might be thinking:
What do the Sports Business Awards have to do with us?
Well, if you were one of the nominees for Sports Facility of the Year – you already know the answer.
What are these two qualities? They’ve all implemented both Text Communication and an Incident Management System at their facility.
(Disclaimer: Each of these facilities use our Incident Management and Text Communication systems. However, that’s not the topic we’re here to discuss.)
It’s critical to understand the tremendous value these types of systems offer along with the positive impact they have on:
If you read our articles often, you know we always strive to provide you with the most relevant and purposeful information.
Our goal is for you to be a top-notch, professional stadium manager. Today’s no different.
We’re confident that if you asked Levi’s Stadium – the winners of this year’s prestigious awards (Congrats!) – they’d tell you implementing a Text Communication and an Incident Management System is a fundamental component to the success of their operation.
It’s no coincidence each of these properties made the list for Sports Facility of the Year.
Here’s the thing:
We want you to be the best, so it’s not a bad idea to gain insight from the best, is it?
What are the common denominators of these winning sports facilities?
Creating a foundation for your team to communicate is the first step. You need to build an infrastructure.
You should create a command center for your front-of-house staff and your back-of-house staff. Of course they will communicate, but this will channel communication effectively.
Here’s how we recommend you organize it:
This is where you’ll control the whole show on game day. You and your front-of-house staff will all work in a location that’ll give a visual of the entire stadium bowl – full awareness.
Your front-of-house department representatives include:
It’s important that the front-of-house dispatcher monitor a single radio channel for incoming communications.
This proven method reduces radio traffic, allowing for all representatives in the command center to receive any calls-for-service and incident details from a central source.
Every department representative needs to have the ability to view and manage their own department’s incident management dispatch queue within the command center.
All incidents coming into your system, and their associated details, should be viewable and manageable by all departments, simultaneously.
Segmenting dispatch screens will allow your reps to focus on their incidents while the central dispatcher can maintain focus on the overall event.
The back-of-house command center is set up in a separate location to mitigate confusion for departments, enhancing effective communication.
With a similar setup, your back-of-house command center will also include its own central dispatcher who monitors a single radio channel for all back of house incoming communications.
The back of house department representatives include:
With two command centers you have the ability to create incident records for ‘Back-of-House’ departments and ‘Front-of-House’ incidents effortlessly into your incident management system.
Once you separate these dispatch channels, you remove all communication barriers that will affect your incident management process.
We’d love to show you the kitchen sink, but the following examples of game day procedures below are ones we want to bring attention to.
Here are more than a few good ones you could put in place immediately.
A public announcement will notify patrons that a report of pending weather problems requires the event be canceled.
Put these procedures in place and your guests will immediately recognize your professionalism. They’ll also feel safe at your facility. How’s that for peace of mind?
We want to be clear…Although each of these facilities use our solutions, the true commonality is that they each use both Text Communication and an Incident Management System to achieve maximum efficiency and effectiveness.
These two systems provide stadium managers with the best possible way to execute their incident management process while simultaneously communicating with their guests.
You might already know:
The value of text communication is indefinite for your stadium.
When you implement one of these systems, you instantly empower your guests to ensure everyone’s experience is as good as you strive for.
You also provide your team with the appropriate tools to quickly react to guests.
“There’s a wet spill in the vomitory near Section 212”
“Allergic reaction in Section 409 Row 6”.
They can handle incidents or issues with superior effectiveness.
You’ve allowed your guests and team to mitigate incidents, especially now that you’ve turned on real-time reporting.
Combine that with an incident management system…and well…now you’re on the way to becoming a Sports Facility of the Year!
This is the ultimate solution for ensuring nothing slips through the cracks. How?
It automates your processes.
Allergic reaction? Don’t stress it. An automatic notification will be sent to all need-to-know staff.
It gets better:
These systems are extremely easy to implement. Your staff will be trained up in no time.
Whether it’s part-time or full-time staff, an incident management system provides the flexibility you need to make everyone’s job easier.
All incidents are reported and managed within a central repository. They’re also managed in real time, just like Text Communication.
It gets better:
Multiple people from multiple departments throughout your stadium can simultaneously access the solution. How’s that for peace of mind?
With an incident management system you’ll be able to:
Simply stated, these solutions make your job easier. Now, who would argue against that?
Professional stadium managers know, enhancing the guest experience is always the goal.
You can ensure your guests receive noteworthy service all the time by employing these five guest services expectations:
From the time they enter the parking lots until they make their final exodus, always deliver service with a “Wow!”
Your team’s ability to deliver superior customer service is the final seal on your guests’ happiness and your peace of mind.
Once again, we’d like to congratulate the nominees for this year’s Sports Business Awards and Levi’s Stadium for taking home the trophy for Sports Facility of the Year.
We’d also like to congratulate you for taking the next step in becoming a winning stadium manager.
Will you be putting these practices in place at your stadium this year?