With events scheduled around the clock and thousands of people coming in and out, public venues pose unique challenges for facility management teams.
UG2’s Senior Director of Operations, Greg Lanzillo shares some impactful insights in a recent FacilitiesNet article. In “The 3 A’s: Facility Services Playbook For Public Venues & Stadiums”, Greg stresses that to provide the best facility services, one must excel in the three A’s: Adaptability, Attention to detail, and being Always-on.
Adaptability: The Show Must Go On
One word to describe public venues is “unpredictable.” The number of people and events these facilities host changes every day. Ultimately, there are many factors that can contribute to an unexpected change in plans.
Weather
If rain or snow is in the forecast, entry times will be affected; attendees may arrive early to avoid traffic or late due to bad driving conditions. Staff will need to stay at gates longer to mop, display wet floor signage, and lay mats.
HVAC Systems
Doors will be open longer so the window for heating and cooling at entry points will need to be expanded, depending on the temperature.
Demographics
Events geared towards families typically generate a higher consumption of food and drinks which can quickly cause messes if not cleaned up promptly. These events also tend to produce more trash, so frequent pick-ups and emptying of trash barrels are needed. Sporting events attract more drinking, so it’s important to note that foot traffic and spills near the bar will be higher.
Emergencies
Unexpected situations are bound to happen in venues with such high traffic. Backed-up toilets can cause flooding in restrooms or entrance heaters can break down suddenly. These situations require redirection of patrons and clear communication.
For public venues, being adaptable means having a show-must-go-on, all-hands-on-deck mindset.
Greg highlights the best practices for adaptability:
- Cross-train staff.
- Plan for callouts.
- Recognize that no event is the same.
- Plan with multiple shifts.
- Be opportunistic about deep cleaning and preventative maintenance.
Attention to Detail: Little Things Add Up
When visitors arrive at a public venue facility, they expect to find a clean, comfortable, and safe space. Maintenance teams must think of every little detail before guests arrive to ensure the best experience possible.
Greg shares some tips for ensuring things don’t fall through the cracks:
Be guided by the patron’s experience.
View your facility through the eyes of guests and ask yourself how you would feel in their shoes. Be on the lookout for anything that seems off and address it ASAP.
Double down on cleaning hard-to-reach places.
Much of the post-event cleanup at public venues takes place at night when buildings aren’t lit to their full capacity, meaning things can be easily missed. Make sure to get under seats, tables, or other hard-to-reach places during the daytime when visibility is better.
Leverage technology innovations.
Using sensors in paper towel and disinfectant dispensers can allow you to better understand when areas get higher levels of traffic and require restocking and recleaning.
Assign tiers to janitorial tasks based on space and time considerations.
Tier 1 might be locker rooms for example since cleaning is needed earlier and teams have high expectations for the areas they frequently use. Tier 2 may be areas where executive and premier guests arrive earlier than other visitors. Tier 3 could then be the general areas spectators occupy and Tier 4 would be the back of the house, which gets the least traffic.
Focus on smooth hand-offs between supervisors on different shifts.
Use a tag-out system and a fail-safe means for communication like Microsoft Teams, Slack or WhatsApp.
Always-on: The Spotlight is Shining
At a public venue, facility maintenance staff are front and center. Even when they’re not actively attending to a task, they’re always visible to both occupants and cameras all around them. Since staff are in uniform, they attract visitors who have questions or concerns – there is no real downtime when they are on the floor.
Greg stresses the following factors in order to provide the best guest experience:
Define what professionalism means for your venue.
Establish what is expected of staff. For example, they can’t use their personal phones or smoke in front of guests.
Provide ongoing customer service training and daily validations about the event on hand.
Make sure staff know the proper way to interact with patrons. If they aren’t fluent in English, they should bring guests to a supervisor who can assist. Remind staff how to help guests navigate the premises.
Describe how to handle radio call-ins.
Staff members need to know when, how, and to whom they should direct patrons to for every situation or question that arises.
Provide regular training for emergencies.
This includes floods, fire frills, critical out-of-scope situations, and any other applicable circumstance.
Set Yourself Up for Success by Excelling in the 3 A’s
Public venues are inherently difficult to manage, but Greg emphasizes that the right mindset, stellar preparation, and a customer-centric lens can ensure your teams are equipped to handle any possible challenges while creating memorable and positive experiences for all.
Contact us today to learn how UG2 can transform your Public Venue.