In the face of natural disasters, the importance of crisis preparation at Guest Services cannot be overstated. From the hurricane-prone areas of Florida to the earthquake and wildfire risks on the West Coast, proactive planning and dedicated leadership are essential. In the middle of this natural disaster-prone part of the year, we want to highlight the strategies and insights shared by Matt Smith, District Manager in Florida, and Brandy Frederich, Senior Director of West Coast Operations, Hospitality, in the West.
Hurricane Preparation in Florida
Hurricane season presents a unique set of challenges for our Florida properties. According to Matt Smith, District Manager in Florida, preparations begin months in advance. “We start talking about hurricane season in April and May, making sure everyone has the supplies they need, from generators to flashlights and backup equipment,” Matt explained. The teams don’t just stock up; they also review communication protocols to ensure that everyone knows their role when a storm hits.
When severe weather is forecasted, the focus shifts to execution. Matt emphasized the importance of clear communication, not only within the team but also with guests and local authorities. “Our call center does a fantastic job of relaying information to guests, while I coordinate with general managers and park managers to prioritize tasks and ensure we are as effective as possible,” he said. These preparations and the ability to adapt quickly are what make the difference when a hurricane threatens the safety and operations of our properties.
While hurricanes pose a significant threat in Florida, our teams face different, yet equally dangerous natural disasters on the opposite end of the country.
West Coast Natural Disaster Strategy & Security
Brandy Frederich, Senior Director of West Coast Operations, oversees preparations for natural disasters like wildfires, earthquakes, and extreme weather. Effective preparation starts with understanding the landscape and potential hazards. “It’s about problem-solving—identifying hazards and their impact on operations,” Brandy explained.
Her team’s approach includes:
- Ensuring access to clean water and sanitation.
- Addressing extreme temperatures with emergency resources.
- Preparing staff with clear instructions on emergency equipment.
- Setting up communication boards in key areas.
Communication is key. “We identify an Incident Commander to make quick decisions,” Brandy said. Her teams also:
- Establish backup communication methods.
- Hold daily meetings during crises.
After disasters, they conduct After-Action Reviews (AARs) to evaluate their response and improve future preparedness. “These reviews help us learn and get better,” she added.
Brandy’s team maintains emergency kits and continuously improves their procedures. Team members should reach out to their managers for more information on disaster preparedness.
Importance of Ongoing Training and Support
Continuous training and regular updates are crucial to maintaining a state of readiness across all properties. Both Matt and Brandy stressed the importance of having a well-trained team that can respond effectively during a crisis. “The training we receive, combined with the company’s support, ensures that we’re ready for anything,” said Matt. This sentiment is echoed by Brandy, who highlighted the role of annual reviews in refining their approach to crisis management. “It’s all about learning and getting better at what we do,” Brandy added.
Crisis preparation is a vital part of ensuring the safety of our staff and guests at Guest Services. Through the dedicated efforts of Area Managers like Matt Smith and Brandy Frederich, and the support of comprehensive training programs, our teams are equipped to handle the challenges posed by natural disasters. The proactive planning and strong leadership across all our properties give us confidence in our ability to respond effectively to any crisis.