Funworld November 2009

Notes on crowd control from three Japanese parks
by Jody Godoy

They’ve been looking forward to this visit, all 10,000 of them. It’s your job as operations manager to see that everyone enjoys the day safely. While peak seasons are a boon for parks and a long-awaited chance for many guests, they can also be a huge logistical challenge. This is especially the case in Japan, where peak-season rushes can try even the most zenlike patience. Operations staff at three parks shared their crowd-control know-how.

Routine Training
Every day is a chance to prepare for the next peak season. Koji Aoki, assistant manager of park operations at Yomiuriland, stresses daily training to raise awareness of safety issues. Opening and closing checks, thorough park inspections, and periodic disaster-response training are all part of preparing for the rushes that put the park to the test.

Masaji Tanaka, head of the operations department at Universal Studios Japan (USJ), also sees both situational as well as mental training as important to guest and employee safety. “We discuss safety measures and have employees enact scenarios so that the breakdown of responsibilities is clear to everyone,” he says. Supervisors should help employees learn to spot and report a potential problem before it occurs, as well as “keep calm and maintain their powers of judgment, and seek guidance from their superiors if anything out of the ordinary does occur,” says Tanaka.

Anticipatory Measures
“Controlling the number of guests in the park and keeping it within the acceptable limit is one of the most important factors in crowd control,” says Tanaka. One way of controlling guest numbers is to promote the convenience of buying tickets online before a visit. USJ also provides information on sameday tickets and the expected availability of parking via its web site (www.usj.co.jp/e), and the operators urge guests to use public transportation when parking is likely to fill up.

Koichi Takezoe, administrative manager at Puroland, stresses the importance of planning to distribute staff around the park to keep order while ensuring guests do not feel stifled by overstaffing. At Yomiuriland, temporary employees increase employee ranks to 150 percent, and extra medical staff are brought in for peak periods.

Smooth Communication
On busy days, ready and informed staff members are the park’s first line of defense against crowd control incidents. In this, “the morning meeting is crucial,” notes Aoki. Before Yomiuriland opens, supervisors meet with their team to make announcements and be sure everyone is ready for the day ahead. Light calisthenics help employees warm up to prevent workplace injury. In the summer, staff is provided with sports drinks to avoid dehydration.

Throughout their shifts, Yomiuriland’s team leaders periodically check on junior staff. At USJ, employees carry wireless communication devices and relay current information to supervisors. Along with the operations command center, these supervisors act as information centers to keep the entire crew on the same page.

Maintaining Movement
On the ground during a rush, one of the biggest concerns is promoting the flow of traffic. When crowds gather at a standstill, trampling injuries can occur, and at the very least, guests can become frustrated. At USJ, the first step is to set up overflow lanes for all attractions. All ropes, stanchions, barricades, and signs are designed with care so they preserve the flow of traffic without clashing with park themes.

The park then separates two-way foot traffic on the midway to facilitate freer guest movement. Staff keep guests aware of the one-way paths and ensure traffic areas stay clear. “It’s also important for staff to understand the density of guests allowable in each area,” says Tanaka. “They should be able to judge quickly whether an area is becoming too crowded and act to relieve the situation.”

Jody Godoy is a Tokyo-based freelance writer specializing in culture, entertainment, and the arts. www.jodygodoy.com