Wednesday, 24 September 2014
Don’t Panic! Organizing a Crisis-management Process
Time: 11:00 - 12:30
Planning for a crisis is never fun but it is an essential part of any attraction’s facility operations tool-box. Crucially, it involves co-operation and coordination both within the attractions management team as well as with outside agencies.
What can attractions managers learn about crisis planning from the experiences of other operators and what best practices can they take back to their facility?
This two-part seminar will explore crisis-planning from a number of perspectives. To begin, Ruud Walters, Head of the Crisis and Disaster Management at the Dutch Emergency Services in Flevoland will present how the emergency services respond to a major crisis in an attraction park, such as a ride accident or injuries at large events. Any major crisis in an attraction park has to be managed by both the Park Operator and by the local Emergency Services.
This is followed with a presentation from Disneyland Paris. Paul Chatelot, Director of Safety and Eric Cosset, Director of Product & Development at Disneyland Paris will explain how the resort, which includes 2 parks, 5 hotels and 1 Entertainment center and where the brand name is highly visible, takes a strategic approach to crisis management. They will explore how the chain of command operates during a crisis both internally within the park and externally with local authorities. They will also examine the notification process, and the recovery and continuity planning process.
Head of the Crisis and Disaster Management, Dutch Emergency Services (Fire Services) Flevoland
Ruud Walters, born in Amsterdam in 1958, joint the fireservices as an fireofficer in 1981. After working for the fireservices of the municipalities Almelo and Eindhoven he joint the Amsterdam Airport fireservice. He now works for the regional fireservice of Flevoland as head of the Crisis and Disaster Management Department. He is also head of the “Safety Bureau Flevoland”, were several emergency services in the Safety Region Flevoland work together in preparing for mayor crisis and disasters. During mayor incidents Ruud can perform the duty of Operational Leader, in the Dutch system the person in charge of operations of the combined emergency services.
| ||Eric Cosset |
Director Product & Development, Disneyland Paris
Eric Cosset has been working for Disneyland Paris for 22 years . He has a background in Hotel Management and has worked internationally for the Holiday Inn and the Sheraton group . His role at Disneyland Paris have been very varied , going from Parks Food and Beverage Director, to General Manager for 3 different hotels in the Resort and General Manager of General Services. In 2007, he took the position as Park Operations Director of both parks and in 2011 the position as Director Parc Operations Product and Development .In this new role he is now in charge of all new attractions projects, of all investments which can improve the existing assets for better safety, efficiency, service and quality and to insure that the product offering for the visitors is up to Disney standards.
- Paul Chatelot, Director Safety, Disneyland Paris