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ICMC provides valuable tools for your team

By Kayla McKinley posted 10-10-2012 12:07

  
We all know that the best time to plan for a crisis is before one happens. 

Typically, our daily lives are consumed with multiple decisions, interruptions, interactions and situations that at times may feel like mini crises. So when it comes to crisis planning and even evaluating our guest experience from a four-mile high perspective, they can feel like tasks best left for later. 

Maybe it's our ancient fears and superstitions bleeding into our present-day subconscious — giving us a sense that if we think it, it will happen. Or perhaps it is more a feeling of the overwhelming nature of the task of trying to plan for these large stressful and or dangerous situations in an already busy workplace. But none-the-less, this is a vitally important part of a venue manager's job. 

This week we spoke to Antony Bonavita, vice president of facility operations for the Cleveland Cavaliers and the ICMC Committee chair, to find out his perspective on planning for and handling the big situations, the overall guest experience and why he feels that every venue manager needs to attend the 2012 International Crowd Management Conference. 

Bonavita's mantra, "There's never time, you have to MAKE the time," is an appropriate thought as registration for ICMC is ongoing. "We are looking to take care of our staff, the fans, the guest experience, and ultimately protect the investment of the venue's stakeholders," Bonavita says. 

ICMC is Nov. 10-14 in Phoenix and will be filled with educational sessions, interactive real-time experiences and networking opportunities. Bonavita considers ICMC a perfect place for his team and himself to network, gather best practices tools and see the guest experience from a different, broader perspective. Bonavita understands the importance of involving his front-line staff and providing them the tools to do their jobs. 

"ICMC's Guest Services Professional designation is a long overdue accreditation. There is a need for proper training and recognition," he says. "They are the real group that can protect our investment and are on the front line when it comes to keeping our guests safe, leaving happy and coming back." 

Another area Bonavita finds crucial and will have a presence at ICMC is how technology has transformed the guest experience and the access a venue now has to the fans and vice versa. 

The Cavaliers have truly embraced technology. They have a dedicated team focused on Twitter, Facebook and other social media channels, checking and communicating in real time with the consumers before and during games. 

"The experience as a consumer starts long before you arrive as the venue," Bonavita says. The Cavaliers closely are looking at their website and the ease of interaction. The look and feel of the experience really can affect decisions in a society filled with choices. "Fans have so many entertainment options now, we really have to consider this and make their experience as easy and appealing as possible, including how fans can buy tickets, see the facility, and even choose what seats they want through this virtual experience," he says. 

ICMC also will provide venue managers the chance to participate in a live evacuation exercise at the University of Phoenix Stadium as well as participate during a live in-game situation where attendees will be able to evaluate in real-time how situations are being handled by the staff. Bonavita says this is "a unique situation to be able to go into another venue and with a group of other industry professionals and get immediate feedback on situations and operations." 

ICMC will provide a broad perspective on crowd management, the visitor experience and the safety of your venue. Bonavita has one last reminder to the decision-makers in venues like his: "Make the time to attend!" 

Registration prices for ICMC 2012 increase after Oct. 31! Register today to save.
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