SAFE
OPERATIONS
FOR SMALL
PARKS AND
ATTRACTIONS
Cesar Mario O. Mamon
President and Chairman of the Board
Enchanted Kingdom, Inc.
29 June 2007
IAAPA Asian Expo 2007
Royal Paragon Hall
Bangkok, Thailand
Presentation Outline
Introduction
Importance & Relevance of
the Topic
The Enchanted Kingdom
Experience
The Ideal Scenario
Conclusion
Q&A
1
The Global Amusement
Industry
• A global growth industry
– Year on year attendance & revenue growth
– Expanding in almost all continents and
growth areas
• As economies improve, the number of
people with recreational time and
discretionary income also increases
The Global Amusement
Industry…
• Development of new experiential
attractions, using new technologies
generate unique thrills as dictated by
the ever changing interests & demand
of guests
• Amusement facilities know that
tomorrow consumers are likely to have
increased expectations.
2
The Global Amusement
Industry…
•
Some quick facts
–
–
–
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In the United States alone, more than 300 million people
visit amusement parks & attractions
Around the world, more than $20 billion in revenues are
generated by amusement parks & attractions
By 2008, it is estimated that amusement industry revenues
would have grown by 25% from 2003, with an average
annual growth of 5%.
Undergoing unprecedented growth in certain areas of Asia
& the Middle East
The Global Amusement
Industry…
• Asia-Pacific - fastest growing market
- 5.9% CAGR
- $6.1B(2005) to
$8.2B(2010)
• Europe, Middle East & Africa
- 4.7% CAGR
3
The Global Amusement
Industry…
“With all of the changes and challenges
facing the world, the amusement industry
remains poised to adapt
and anticipate its guests' needs and desires.
As IAAPA members have shown time
and time again, the industry is proudly
and successfully meeting those demands.”
J. Clark Robinson, IAAPA
The Global Amusement
Industry…
The United States & Europe
• First world, developed
• High standards & expectations
• Very competitive market, seasonal
The Rest of the World - Asia, Africa, The
Middle East, etc.
• Untapped potential, growth areas
• Emerging economies, disposable
income availability
• Emerging, evolving standards &
expectations
4
SAFETY
•“Get smart! Use
Safety from the
start.”
•“Don’t let
SAFETY take a
holiday.”
•“Safety is not a job; it is a way of
life.”
SAFETY
• PRIORITY #1
• “Not a catch phrase”
• “We live it and breath it
everyday”
• EVERYONE’S
RESPONSIBILITY!
–
Safe environment for
guests and
Employees/Workers
–
Safe Operations –
Rides and Attractions,
Food, Merchandise,
Entertainment and
Shows
5
S A F E Amusement Facility
Operation
A serious and fun
business
Safety should never be
compromised
Amusement rides and
attractions must not
only be safe – they
must look and feel safe
to the public
The perception of guests that the
park/facility is a safe venue is a vital
factor in attracting people to the
park/facility!!!
Components to S A F E
Amusement Facility Operations
• Internal Components
– Standards, Systems, Policies & Procedures
– Management, Application, Enforcement &
Monitoring
• External Components
– Third-party assessments & audits
– Manufacturers’ specifications & upgrades
– The IAAPA as a benchmark, reference, resource
6
The Enchanted
Kingdom
Experience
Enchanted Kingdom…
• The Philippines’ first & only world-class theme park
• First opened to the public in 1995
• Located in the City of Santa Rosa, Laguna with a
current area of 16 has.
• Over 12 million guests & counting
• Presently with over 25 rides & attractions, retail (food
& merchandise) & entertainment
• Designed by Landmark Entertainment
• Operations Consultancy by ITPS(Initial 3 years)
• Presently 100% Filipino-owned & operated
7
Enchanted Kingdom…
– Shared Vision, Mission & Values
– Strategies
– Structures
– Systems
– Staff
– Skills
– Style
The McKinsey 7-S Framework
Enchanted Kingdom…
• A shared vision - “We are the
Philippine leader in wholesome
family leisure & entertainment.”
• A shared mission - “We provide
quality products & services that
create magical experiences.”
• Values by which we are guided “Integrity, Respect, Loyalty,
Innovativeness & Love of God”
8
Enchanted
Kingdom…Value
• Participative formulation & revisiting of
the corporate vision, mission & values
– Strategic Planning
– Appreciative Inquiry
• Orientation of new employees; Regular
reorientation of existing employees
• Senior Management Retreats
• Culture Enhancement Initiatives
Enchanted Kingdom…
Strategies
• Incorporation of safety as a key result
area
– Identification/establishment of key
performance indicators through the
establishment of productivity standards
• Linking the performance management
system with a reward system
– Towards a better performance-based system
9
Enchanted Kingdom…
Strategies
• Focus on all aspects of safety
– General, guest, personal, equipment, food, cleanliness &
hygiene, first aid, etc.
• Focus on all components of safety
– Design considerations, manufacturers’ specification,
recruitment & selection, orientation, training &
development, policies, guidelines & procedures, safety &
security audits, etc.
• Creation & establishment of an Integrated Safety,
Health, Environmental & Security Committee
(SHES)
Enchanted Kingdom…
Structure
• In transition from functional &
centralized(top-down) to decentralized
that includes a cross-functional matrix
– Shows how policies, guidelines &
procedures are put into practice
– Includes roles & responsibilities of each
member of the organization
– Includes the expectations in terms of
productivity & efficiency
10
Enchanted Kingdom…
Systems
• Policies, Guidelines &
Procedures Manuals
for:
–
–
–
–
–
–
–
Maintenance
Security
Front Gate
Rides & Attractions
Retail Operations
Sales & Marketing
Finance & Administration
Enchanted Kingdom…
Systems
• Integration of
Information
Technology in Park
Operations
– Development of an
Information Systems
Strategic Plan(ISSP)
– Implementation &
Evaluation of the
ISSP
11
Enchanted Kingdom…
• Human Resource
Systems
– Recruitment & Selection
– Training & Development
– Career Path & Succession
Planning
– Performance Management
System (Productivity
Standards)
– Reward System
Enchanted Kingdom…
Staff
• Implementation,
monitoring & evaluation:
–
–
–
–
–
HR policies & guidelines
Training & Development
Career & Succession
Productivity Standards
Performance
Management System
– Reward & Benefit
System
12
Enchanted Kingdom…
• Senior management
Staff
act as role models in
the practice of
safety & corporate
values
– Participative
management
– “Walk the talk”
– Working as a team
– Working with guests
Enchanted Kingdom’s 7S In Action
13
Food Safety
• High standards of personal
cleanliness
– Wash as you work & go
– No smoking, eating & drinking in
production areas
– Use of correct & appropriate
safety clothing
– Should be free from any
condition that may transmit
communicable diseases
– Regular medical & physical
check-ups with accredited
institutions
– Regular visits from government
health & safety representatives
to check for compliance.
Food Safety
Product Freshness & Availability
(PFA)
– Assessment done by the Duty
Section head at the start of each
day of operation
– No compromise on Safety
• Temperature Control
– Keeping hot food, hot & cold food,
cold
– Danger zone at 40 F to 140 F
• Chilled food must not go
beyond 40 F
• Hot food must not go lower
than 140 F
• Within the range, bacterial
contamination may set in
14
Food Safety
Product Freshness & Availability
(PFA)…
• Time Control
–
–
–
–
First In, first out (FIFO)
Dry & cold storage expiration dates
Product expiration dates
Specific shelf-life of
prepared/cooked food based on
• Delivery date
• Production date
• Prescribed number of days the
item is at its optimum quality
Food Safety
Product Freshness & Availability (PFA)…
• Certification as ServSafe Food Managers of
the Asst. Vice-President, Retail Operations,
Retail Operations Manager & Executive Chef
under the authority of the Educational
Foundation of the National Restaurant
Association, Chicago, Ill., USA
– Recertification every five (5) years
• Practice of Hazard Analysis Critical Control
Point (HACCP)
– Awareness of the causes of food contamination &
working on preventing it through systems,
procedures & controls put in place.
15
Food Safety - Our
Pride
“Since Enchanted
Kingdom’s opening
day, there has been
no incidence of
product intoxication
and food poisoning.”
Ride Safety
Maintenance Personnel
– Strict adherence to the ride
manufacturers’ maintenance
standards.
– Spot checking by Supervisors
to ascertain thoroughness of
the job
• Elimination &/or minimization
of errors/lapses
– Comprehensive use of various
checklists (maintenance,
safety, etc.)
16
Ride Safety
Ride Operators and Attendants
– Proper ride restraint inspection
prior to starting/dispatching a ride
or attraction.
– Strict enforcement of height
restrictions as mandated by the
ride or attractions manufacturer.
– Regular inspection of the virtual
safety areas of all rides &
attractions to ensure the safety of
the riders
• A minimum clearance of one (1)
meter is observed.
– Ensure that safety and health
warning signage at the entrance
of all rides/attractions are clear &
visible to guests.
Ride Safety
Proper ride behavior is
also important informing all
guests/riders what is
expected of them while
on the ride/attraction.
80 percent of incidents that
occur in amusement parks
worldwide are caused by
something that the guests or
riders did.
17
Safety Checklists
Maintenance Department
- Daily Ride Preventive
Maintenance Checklist
- used in the inspection of
rides/attractions to determine
their “worthiness” to operate.
- Turn-Over Sheet
- Maintenance Dept. certification
that a ride/attraction may be
operated & turned over to the
Ride Operator
Safety Checklists
Maintenance Department
- Weekly Ride Preventive Maintenance
Checklist
-
-
Weekly inspection of rides/attractions
for minor adjustments/calibration
Monthly Ride Preventive
Maintenance Checklist
- Monthly inspection of rides/attractions
for adjustments/calibration, readjustments/re-calibration &
replacement of parts, if necessary.
-
Annual Ride Preventive Maintenance
Checklist
-
Annual comprehensive/thorough
inspection/maintenance of
rides/attractions for parts replacement
&/or re-certification.
Predictive and
Preventive
Maintenance
18
Safety Checklists
Ride Operators
Daily Ride Safety Inspection
Checklist
– used by Ride Operators
while checking
• all ride functions
• queue line area
• turnstiles
• gates and fences
• seats, safety restraints
• safety devices
• lights &,
• all other activity
requirements for the safe
operation of a
ride/attraction.
– counter-checked & signed
by the Duty Ride Supervisor
prior to ride operation
Safety Audit
Safety and Security Audit
– Regular and spot
– under the Management Audit and Advisory
Services of the Office of the President.
3rd Party Safety Audit
– Annual
– To ensure that the park is within
internationally-accepted standards
– Covers operations, safety, maintenance and
risk/loss prevention.
19
Staff
Orientation,Training &
Development
• Orientation on
– Vision, Mission & Values
• With emphasis on SAFETY as a number one priority
– Culture of the Organization
• To include desired behavior as employees
– Policies, Guidelines & Procedures
– Job Descriptions & Performance Expectations
• Development of comprehensive training manuals
– 16 hours of hands-on-training for small rides/attractions
and 40 hours for large/tall rides/attractions
– Oral and written examinations after each training period
• Thorough & regular re-training of maintenance &
ride personnel/operators, as well as food handlers.
Dealing With
Emergencies
• Back-up Generators (100%)
– To restore normal power as fast as possible
• Crisis Management Manual
– Awareness of everyone’s role during emergency
situations(eg. Bomb threat, severe weather, fire,
etc.)
• Ambulance & Other Emergency Medical
Equipment
• Certified First-Aiders to assist Medical
Personnel
– Certified by the Phil. National Red Cross (PNRC)
• Annual & Periodic Simulations to assess
procedures & preparedness
20
S A F E Testimonials on
Enchanted Kingdom
• From Individual Guests – “The place is fantastic and safe for the entire family. The rides
are at the same level of standards as the other Asian theme
parks I have visited. I was excited then and very much eager to
ride the Space Shuttle and the Anchors Away.”
– “People at EK have a heart. They are sincere in helping and
assisting their guests. The people at the Park Relations Office
and at the gate, and those handling the rides and everyone else
assist the guests with a smile. The service is wonderful and the
rides are safe.”
Alzona, R.A., Appreciative Inquiry:
Enchanted Kingdom’s Magic @ Creating Possibilities, 2006
SAFE...
• From Tour &Travel Agents – EK is world-class, in terms of space and rides,
safety & security, and even the place itself.
• From Corporate Guests – Regarding safety & security, we don’t have
any problem at EK. We felt secure & safe.
Alzona, R.A., Appreciative Inquiry:
Enchanted Kingdom’s Magic @ Creating Possibilities, 2006
21
Enchanted Kingdom’s
Provocative
Proposition
“Inspired by Divine Providence, we are a worldclass theme Park,
– a benchmark for excellence in safety & security in the
Philippines,
– providing wholesome family entertainment with a
familial culture that embraces diversity,
– practicing the values of Integrity, Respect, Loyalty,
Innovativeness and Love of God leading to Christian
spiritual advocacy among all shareholders.”
Alzona, R.A., Appreciative Inquiry:
Enchanted Kingdom’s Magic @ Creating Possibilities, 2006
The Ideal Scenario
22
Safe Operations
• Sharing the Vision, Mission & Values
– Inclusion of safety as a priority
• Strategies
– Promotion of safety in all aspects of operations
• Systems
– Development of policies, guidelines & operations
manuals & effective implementation
– Audits & reviews
• Structure
– Establishment of an effective organizational
structure for safety operations
Safety Management
• Create a safety policy
• Plan to ensure the
policy is put into
practice
• Organize an effective
management structure
and arrangement for
the delivery of the
policy
• Monitor safety
performance
• Audit and review
performance
23
Safe Operations for Small Parks
and Attractions
• COMMUNICATE . . .
• COMMUNICATE . . .
• COMMUNICATE . . .
THANK YOU VERY MUCH
FOR YOUR TIME &
ATTENTION!!!
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