The entertainment and hospitality industry includes casinos, hotels, resorts, music producers, tourism and more. In every case, the people behind the event are focused on creating a seamless and satisfying customer experience. Interruptions must be anticipated and contingency plans must be in place. How do these professionals use mass notification to help provide a great experience for their customers?
Drawing from stories we’ve heard from customers, here are some real-life examples:
Concert security. A fight broke out in the parking structure at a concert venue. This prompted an alarmed call to security from nearby attendees. Assuring the concertgoers that the parking lot would be made safe and secure, the hotel security chief launched a first-response notification to all on-duty guards. The message requested that three guards report to the area of the disturbance and included yes/no response option. Once the chief got three affirmative responses, the notification stopped as the fight was quickly quelled.
Hotel evacuation. A renowned resort hotel tells us how they used notification to organize an efficient evacuation after a bomb threat was called in. They managed this delicate situation by preparing a multi-tiered alert that was delivered to every room phone, as well as to cell phone numbers that guests had provided upon check-in. Knowing that many guests would be more likely to respond to a text notification or email, the message was sent by those modes as well. The evacuation went smoothly and guests were pleased to get a follow-up message when it was safe to return to their rooms.