09 Jul S1 E15: 911! How to Handle Emergencies
Posted at 21:12h in Uncategorized
Story: Ceiling falling in at hotel
Types of emergencies:
- Flood, fire, tornado, earthquake
- Natural disasters — Typically the venue will handle this, but you should stay involved. If guests are displaced, how do you move them somewhere else? What are reimbursement policies?
- Power outage, water leak, structural failure
- Vendor, food failure, drink failure, service failure, rental delivery mixup, furniture failure, table, chair, stage or equipment collapses
- Tables — use locks on tables to prevent them from being moved around
- Where there is a vehicle in a room like a semi or a truck or car —
- Story of Truck in the room
- Only one gallon of gas in a car, disconnect the battery. May require an alternative way to power lights on a car, if you want them on.
- Trip and fall, health issue, heart attack, sickness, drunk guests, angry guests
- Unruly guests — drunk fights
- Story: Person getting caught having an affair in the middle of an event
9 Tips for preparing for and handling emergencies
- Planning for an emergency starts with the initial site visit. How do we mitigate damage? Ask “what if” questions like: What happens in case of bad weather, a riots or COVID-19 outbreak. Who makes announcements?
- Alert authorities. How many people are in the building when there is a large number and bad weather is on the way.
- Keep contact information for guests somewhere off-site.
- Keep mental notes of what to do.
- Where is the risk? How do I mitigate it?
- Someone doesn’t show up — have a backup
- Someone gets sick or has a heart attack — identify medical personnel at the event
- Someone who doesn’t belong shows up — where is security?
- Who is in charge if something happens? Who contacts 911?
- If you run out of food, how do you communicate that?
- What if a stalker shows up? What do you do? You can have them escorted out, but can’t arrest them
- Try to divert attention away from the disaster (unless it’s a natural disaster)
- Be part of the process, part of the solution, maintain communication with the client. Become a trusted part of the team so they are include you and you can be part of the solution.
- Story: Hotel didn’t tell us they ran out of food, so we couldn’t help solve it
- If high profile person, always have security. We will sometimes have undercover security at events.
- Understand client concerns and potential threats. Be sure you identify them, get pictures, be aware, do your research.
- Do a safety walk-through, look for hazards — like trip hazards.
- What about canceling an event?
- What do you have in place for communication?
- Refund when you can
- Be generous
- Allow transferring to the next event, because we don’t want the disaster to transfer to the next event
- Wedding disasters:
- What happens if someone backs out of a wedding?
- What advice do you give to the mother or father of the bride
- Story: Bride showing up without their wedding dress