Theme park operations
Theme park open to tourists, will face all kinds of problems every day, as a business manager, must fully understand and grasp the whole process of operation and management, must have good communication skills, calmly cope with dissatisfied tourists, methodical, fast and efficient handling of the crisis, both from a macro perspective of the entire park and control the operation of the relevant service details of the ability. Therefore, the normal operation of the theme park, its operation and management process, contains the following 7 key points:
Crisis management is a series of activities taken by theme parks to prevent, get rid of and transform the crisis to maintain the normal operation of park operations, so that enterprises out of adversity, avoid or reduce property losses, the crisis will be resolved as a kind of proactive enterprise management. Immediate action should be taken in the aftermath of the crisis, including evacuating tourists or suspending some operations until the crisis is resolved;
Open-door theme parks are always going to face problems like this. In the event of mechanical failure of amusement equipment, the failure of the project or performance due to weather conditions, the problem of long queues in the park, the inefficiency of the restaurant caused by the poor design of the catering facilities, the quality of the tourist goods, including internal staff problems, etc. Dealing with and dealing with these day-to-day issues requires a strong operational experience and a well-trained workforce.
Risk management is about what can go wrong, the probability of what went wrong, and the severity of the consequences. According to the analysis to arrive at the type and level of risk, develop a set of risk security prevention management and emergency response plan, when the risk comes, timely start the plan.
Human resources management
It mainly involves recruiting, organizing, training and motivating and rewarding the talents needed to work according to the training requirements and meet the needs of visitors. As a service industry, the work attitude and ability of employees will have a significant impact on the way services are provided and will also have a direct impact on the interests of visitors and their impressions of the park. For businesses, labor costs are probably the biggest expense item in the park's revenue budget. Therefore, in the face of the shortage of talents in the industry, high turnover rate of employees, seasonal demand for manpower, low social status of the type of work, and so on, human resources management is a very important topic in the operation and management of theme parks.
Word-of-mouth and re-visit rate
This is where theme park brand influence and core values lie. Data show that Tokyo Disney's re-visit rate reached more than 85%, the better park re-visit rate is only about 30%, which is a big gap. Studies have shown that multiple visitors earn about 25% more than first-time visitors. Typically, 70% of the 80% of visitors to a park or a tourist destination come from areas within 3 hours of the drive. Therefore, business managers must rely on fine operation and beyond the expectations of tourists personalized service to bring more re-visit fans.
From the tourist's point of view, this is the direct observation or participation of the tourism process, and the feeling formed on this basis. For example, how do I manage queuing? The best way to do this is to eliminate queues, let visitors know how long they have to wait, provide them with interactive entertainment to distract them, etc. For example, how to deal effectively with tourist complaints? On the basis of establishing a complaint handling procedure, employees are authorized to deal with small problems of tourist complaints in a timely manner, to propose different treatment options for the classification of different complaint complexes, to solve problems quickly, to minimize the length of stay of tourists, and to ensure that there is more time for sightseeing and playing. At the same time, the management of the park environment, to make visitors feel that the park environment clean and well maintained.
Quality of service
This requires managers to pay attention to the quality of service and service details under the premise of paying attention to the needs of tourists. According to the requirements of the Classification and Evaluation of the Quality Level of Tourist Attractions, the first is the ability and degree that all park projects, activities and services should be able to achieve the effect and meet the needs of tourists, and the other is the sum of the characteristics that meet the needs of clear or implied tourists, that is, to meet the quality requirements of theme parks according to the national 5A scenic area classification criteria.