Reference no: EM132789218
Safety and Security Oversee Risk Management
As the house manager of a performing arts center, you report to the executive director. You are part of the team that oversees the risk management program established to safeguard the patrons, employees, performers, clients, and assets of the venue. You recently conducted a semiannual inspection of the venue and documented those items in need of repair on your risk assessment audit form.
You noticed a few locations in the main lobby where the carpet is torn and in need of repair. Those repairs are scheduled to occur at the end of the month when the carpet installation contractor can perform the work.
A patron attending a performance trips and falls in the lobby as she, her sister, and two children are hurriedly making their way to find their seats as the performance is about to begin. The lobby is fairly congested with patrons. This performance of a very popular, family-oriented Broadway touring musical is sold out. The patron has twisted her ankle and is unable to walk. A guest services representative witnessed the incident and has summoned you and the on-duty emergency medical technician (EMT) to the scene.
The EMT is examining the patron as you arrive in the lobby. The EMT recommends that she go to the emergency room immediately for x-rays and treatment. The patron is extremely angry over the situation, in part, because she will not be able to stay for the show that she is attending with her family (a party of four). They paid $100.00 per ticket to attend this Broadway show.
The patron claims that she tripped over a piece of loose carpet and that the venue is at fault for her injuries. She expects the venue to cover her medical expenses and indicates she will hold the venue responsible for any pain and suffering, and lost salary/wages as a result of this incident. She also expects a complete ticket refund, including service charges, for her entire party.
One of your supervisory staff is completing the venue's incident report form. During this interview he is informed that the patron's spouse is the principal partner in a very high-profile law firm in your community. The staff member who witnessed the fall states that the patron was busy talking with her sister and tripped over a small child walking in front of her. The supervisor also noted that the patron was wearing a pair of unusually tall high-heeled shoes.
Assignment
Protecting the assets of the venue and reducing its liabilities are key roles of venue management. Although risk management is a venue-wide responsibility, many of the functions may be performed by the operations department due, in part, to their responsibility for oversight of the physical plant. In cooperation with the venue manager and operations department staff, the house manager plays a key role ensuring that the venue is operated in a safe and secure manner.
Responsibilities in risk management include:
- Risk assessment
- Emergency and crisis management planning § Security and crowd management planning
- Life-safety planning
- Fire code compliance
- Building code compliance
- Staff risk management training
Using the form provided below:
- Please identify and state the three most critical issues that the house manager must address in resolving this situation.
- Formulate three actions the house manager must recommend to the executive director of the venue to resolve the issues addressed in question 1
- In addition to having an incident report form, list three additional components of an effective risk management program that should be in place for this venue.