Common Incident Management Challenges in Sports and Event Venues

Although the vast majority of fans watched the much-anticipated Mike Tyson versus Jake Paul boxing match from the security of their homes, more than 72,000 fans descended on Arlington, Texas, to attend the event in person.

Netflix was notably glitchy during the bout, but the security and operations teams at AT&T Stadium had far bigger challenges to worry about than buffering.

From crowd control and emergency response to sanitation and housekeeping, a well-orchestrated incident management strategy is non-negotiable when tens of thousands of people share a venue like AT&T Stadium.

Keep reading to learn how incident response software can help operations teams in sports and entertainment venues proactively mitigate risks and deliver an exceptional guest experience even under the most challenging circumstances.

Incident Response Software in Action: 3 Real-World Scenarios and Solutions 

Every venue operations manager knows that poorly managed incident response can have major consequences. Here are a few examples of commonly encountered challenges, their potential impact on guests and staff, and how your venue management tech stack can help you avoid or neutralize the problem.

Communication Breakdowns 

Imagine the chaos of a sudden power outage during a Taylor Swift concert or the Super Bowl. Now imagine how much worse it would be if your incident management teams couldn’t communicate with each other to coordinate a response. 

During an emergency, clear communication is critical. Communication gaps between operations, security, and emergency response teams can lead to misaligned priorities, delayed action, and widespread confusion, particularly in time-sensitive, high-pressure situations.

Incident response software that provides real-time communication tools can connect key team members via text, email, and mobile app, allowing them to rapidly coordinate responses and minimize the impact on guest safety and experience.

Inconsistent Incident Reporting and Documentation

During the excitement of a sporting event, there’s a solid chance that someone will spill their beer, creating a hazard for guests and staff. If reports of the unsafe conditions are difficult to verify or never make it to the correct response team, guests may be injured and your venue’s commitment to safety might be called into question.    

Decentralized and inconsistent documentation practices make it difficult to respond promptly to incidents and almost impossible to analyze them post-event to identify and address recurring issues.

Leveraging digital reporting tools that immediately log every incident with photos, timestamps, and response actions into a centralized repository gives the operations team the documentation they need to take appropriate action, pinpoint the root cause of ongoing problems, and implement effective preventive measures.

Lack of Real-Time Data for Decision-Making

Long concession lines are frustrating for fans who don’t want to miss a second of their event. But what if no one on the operations team notices the backup until the line is blocking an emergency exit or main venue walkway?

Relying on physical inspections, rather than real-time data, reduces your teams’ situational awareness, delaying critical decisions in fast-moving situations.

Collecting and analyzing aggregated, real-time data from various sources (e.g., cameras, crowd counters, request reports, guest feedback texts) allows operations teams to make rapid decisions—such as opening an additional concession stand—to improve guest experience and enhance safety.

Elevate Your Venue Operations with Incident Response Software 

Managing operations for high-profile events at large venues is challenging on a good day. From ensuring seamless communication during emergencies to addressing real-time challenges like crowd density and overwhelmed concessions, the stakes are always high.

By implementing a comprehensive incident management strategy, operations teams can proactively address risks, streamline responses, and enhance guest safety and satisfaction.

Empowered with these solutions, your venue can deliver not only unforgettable events but also a commitment to operational excellence that keeps fans coming back for more.