Increasing Confidence: Guest Communication Best Practices

guest communication

Venue owners and operators are tasked with reassuring guests they aren’t only in a safe and clean environment but also following best practices for mitigating risks as the public begins gathering in spaces again. Guest communication is critical.

This is new territory for amusement park operators. Still, there are already several helpful solutions that have been established to keep lines of communication open while ensuring everyone is on the same page. 

Effective guest communication starts before guests purchase tickets, and it continues during their visit to venues and parks. Amusement parks, carnivals, concerts, and waterparks can all take advantage of the communication tips to mitigate risk and ensure guests are comfortable. The goal for all operators is to provide a safe and secure environment for staff and visitors.  Below are some tips to help with guest communication.

Start communicating before guests arrive 

1. BUSINESS WEBSITE 

Your website is the online version of your business. It’s there to generate sales and inform guests about important company information, such as COVID-19 updates. Typically the homepage is considered your sales page. Today, businesses are making their website’s homepage their main page for details about what to expect when visiting during the COVID-19 era. Make sure your homepage manages your visitors’ expectations by greeting visitors with what you’ve done, what you’re doing, and new procedures they can expect during their visit. 

2. EMAILS 

Email marketing is one of the most effective ways to let potential guests know about promotions and news. Many of your regular visitors might not check your website but will open the emails you send. Give your email a good subject line that is short and sweet, like “Important Message” with keywords to grab their attention. You can write a small intro paragraph then link out to your website for more in-depth details. Your company emails and website should align with your message for your visitors.

3. SOCIAL MEDIA

Conditions change all the time. Restrictions are lifted or tightened at a moment’s notice. Use your social media accounts to keep guests informed and send out regular reminders encouraging guests to check your venue’s new guest guidelines. 

4. APPS  

If you have an app, take advantage of the alerts, and push notifications. Apps are great because they send alerts directly to your guest’s device. After they purchase a ticket, possibly through your app, you can send a push notification asking the guest to read your new guidelines. These notifications will ensure they are up-to-date with the latest information. 

5. TEXT MESSAGES

If your guests have opted into texting, take advantage of communicating with them through text. Texts get read more than any other form of digital communication. Send a friendly text message with a link to your new guidelines. Make sure the language used is conversational and informative. Don’t over text your customers, but make sure they have the information they need before a visit.

Keep guest communication channels open

Entrance signs: Once your guests have arrived, it’s time to remind them about best practices and expectations continually. Remember – it’s essential to manage their expectations and over-communicate to give them peace of mind during their visit. Your venue’s entrance should have large eye-catching signs with easy-to-understand graphics and verbiage in multiple languages. Setting the tone before your guests step foot into the site is critical for mitigating risk and ensuring guests adhere to the new guidelines. 

Information booths: After guests have entered the venue, excellent communication will need to continue. Reminder signage should be posted throughout the facility in strategic places, especially areas that receive large volumes of people. Information booths through the facility can be staged where guests can go with questions and information. Staff at the booths can have temperature readers to check guests if requested. 

Sanitation booths: Sanitation booths with signage is another effective way to communicate to guests the importance of following best practices. Sanitation booths should have hand sanitizers, with the option of giving away branded masks. This is free marketing and a nice gesture not only to show you care about their health but that you take the guidelines seriously. This communicates your commitment to keeping guests safe. 

Top Considerations to Keep in Mind for Reopening 

  1. Encourage the use of masks and face coverings for guests and staff. 
  2. Provide multiple means for frequent hand washing and sanitization. 
  3. Manage the density of crowds by implementing physical distancing guidelines keeping individuals and groups six feet apart. 
  4. Sanitize high touch surfaces frequently. 
  5. Protect staff with barriers, protective coverings, and distancing. 
  6. Use clear signage strategically to communicate with guests and employees on best practices for preventing the spread of germs. 
  7. Have a plan in for guests or employees that become sick or show symptoms while on site.  

This summer looks very different for the amusement and entertainment industry. No matter your venue’s capacity, safety should always be a top priority. The McGowan Allied Specialty Insurance has the resources and the experience to help businesses navigate and mitigate risks. Learn more about our coverages.