Public assembly industry will see major change post pandemic

The effect of the coronavirus pandemic on our industry is dynamic, drastic, and disheartening. Looking at the past can provide some information, but it makes little sense to dwell on the league, facility and economic carnage. The question is how the public assembly facility (PAF) industry will deal with the inevitable future reopenings.

The New Normal

We as an industry are looking into our crystal ball to explore the future. In early April, the International Association of Venue Managers heldseveral town halls where industry executives discussed the future. There is significant talk about price point concerns and patrons pushing down prices or staying at home. This will lead to significant strain on our operating budgets. Some of the issues discussed:

There are so many “touch” points in an arenas — escalator rails, hand rails, bag searches, food carts — that all need to be cleaned. Significant attention and time will be spent making sure everything is clean. I am sure several clean guidelines and certifications will be released and which PAFs will need to follow and communicate to employees and fans to reassure them everything is being done to protect people’s safety.

Many older, disabled and marginal (economically) employees might not want to work, will resign or reduce their availability. Recruiting future employees also probably will be a major concern. Where will our future staff members come from and how can we make sure they are trained and feeling comfortable will be major issues? This might also significantly affect how and what services are outsourced and what future demands will be on such partnerships.

The cost to reopen facilities will be significant. A large PAF could be a million square feet and, with the demand for deep cleaning before openings, the cost for hiring a company could be $1 per square foot. Who will bear this cost? What will happen if, after a facility is cleaned, some sick individuals attend an event (knowing they are sick or unwittingly) and the facility needs to be cleaned again to reassure patrons?

The public will demand more proactive cleaners/ janitors who are going beyond passive response. They are going to want to see people constantly cleaning. They are going to want to see antibacterial stations both outside and inside the venue. They are going to want to know what cleaners are being used and how often. They will want green solutions, but also effective solutions. They will want to know what training people have. People will want there to be specific policies related to food operations. For example, it is assumed that concession operators possibly will cancel their buffets. Will patrons demand that all food items be sealed so they are not touched by any person? Will patrons feel comfortable with blowing hand dryers or will they demand paper towels? These are the types of questions facilities will need to ask. Patron input is essential as well as learning best practices from the cleaning industry.

Facilities are going to have to decide which are one-time responses versus things will become part of our DNA. Some things might be initial efforts such as separating people and killing seats. Will the government require guidelines separating people? Airlines and sports/entertainment facilities have tried to leverage revenue by putting seats as close together as possible. When we come back, will we need one empty seat, two empty seats, or even three empty seats between fans? Will we be able to populate only every other row?

How will we educate and assist fans? Everything from handling tickets to bag searches, condiment dispensers, intoxicated fans and bodily fluid issues, the list can be dynamic and each area needs to be addressed. For example, what will people think when they see/hear people coughing and what should security do? Yes, there is technology to scan peoples’ temperature, but will we have people go through screening, then have their temperature taken, then be allowed to scan their ticket?

Patrons might want to bring in their own portable UV lights to sanitize their seats or other areas. Will they be allowed in, as they can possibly blind people when misused or be used as a weapon?

Can a facility be held liable if an infected person can trace their illness to a facility? The answer normally would be no, but if the facility knew it had an issue or reasonably should have known and did not act, it could be held liable. An example is how some facilities have faced liability for MRSA/Staph infections for failing to properly clean.

Besides all the questions and issues raised above, there are some basic steps that should be taken regardless of the virus.

Solutions

The simple solution is proper cleaning and monitoring. All PAFS need to clean and disinfect frequently-touched surfaces on a daily basis. This includes tables, doorknobs, light switches, countertops, handles, desks, phones, keyboards, toilets, faucets, and sinks. For PAFS this will also include all concession stands, condiment carts, bathrooms, seats, etc.

Cleaning crews should follow manufacturer’s instructions for application and proper ventilation.

Cleaning staff should wear disposable gloves and gowns for all tasks in the cleaning process, including handling trash. The gloves and gowns should be compatible with the disinfectant products being used.

All employees, not just the cleaning staff, should clean hands often. This is especially critical when employees are constantly dealing with people, handling money/change, inspecting bags, etc.

All employees also need to practice good hygiene, including having freshly laundered clothes, not displaying any signs of illness, not getting too close to patrons and similar strategies.

Planning

While every potential disaster is different, there are common strategies that can be deployed to minimize the potential impact of any given potential disaster.

Developing a detailed checklist can be beneficial. The IAVM developed such a checklist. Some key takeaways include:

— Create a crisis team that can develop and be responsible for implementing the response plan.

— Bring all relevant stakeholders to the table (employees, unions, government officials, tenants, etc.).

— Establish relationships with local hospitals and health officials.

— Develop appropriate communication plans.

— Analyze all contracts and insurance policies regarding terms associated with event cancellation.

— Document any specific expenses as they might be reimbursable or covered by the government/tax rebates.

— Practice the plan on a regular basis.

— Identify which functions or areas can be closed/modified to allow more effective operation during an issue.

— Post appropriate signage for employees and patrons highlighting safe strategies to protect themselves and others.

— Provide detailed information on health-related issues over the loudspeakers and scoreboards

— Identify strategies for reopening once the issue has passed as patrons/ employees might be scared to return to the facility.

Additional Key Strategies

Some additional approaches facilities can take to help prepare for the future include:

— Cross-train employees in case some employees are not able to work.

— Identify key suppliers and make sure there is a strong relationship where they can provide materials in an emergency.

— While storage space in any facility is critical, it is important to have some extra stock just in case.

— Develop relationships with other venues to share resources and information.

— Possibly purchase instant temperature takers and have them available if government allows events and requires temperatures to be taken before allowing people in.

— Explore what should be the charge for a tenant/ renter if they still want to use the facility, but will not have any crowds as the revenue/expense structure for the event will change.

Conclusion

We always need to expect the unexpected. We need to plan, purchase necessary supplies/equipment, train employees and communicate effectively with all stakeholders for the unknown.

May we all stay safe and get through these trying times in the best way possible with a forward outlook to better days.