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Ardent Leisure owns many tourist attractions in Australia and other countries . It is not naive about risk management . In 2012 the company won the Risk Management Advancer award for its commitment to risk management practice .
Legal requirements under occupational health and safety laws require public tourist attractions to observe strictly enforced protocols for the safety of all rides used by the public .
Tragically , even in the best run attractions fatal accidents can and do occur . This places operators in crisis mode .
Based on Hollway ’ s “ ten commandments ,” Ardent Leisure clearly has much to learn to rapidly restore its reputation as a family friendly and safe tourist attraction .
The Thunder River Rapid ride tragedy has exposed tensions between Ardent ’ s management and its workers which is potentially toxic when the company needs to demonstrate a united front in response to the tragedy . Although the the Gold Coast local government is supportive of Dreamworld , there are some suggestions that communications between the Council and local government could be improved .
Ardent Leisure also appears to be in desperate need of a crash course on crisis communications . You can sympathise with the intense pressures placed on Adent ’ s CEO in dealing with an emotive and
unexpected disaster , however a crisis event of this sort requires leadership and control .
There is no legitimate excuse for failing to contact the immediate families of the victims . Whether the crisis results from a plane crash , hotel fire or a natural disaster , all tourism related businesses should know victims come first .
The impact of the Dreamworld tragedy extends beyond its impact on a single attraction . As Daniel Geshwind , head of the Queensland Tourism Industry Council pointed out , the Dreamworld tragedy impacts on the reputation of family friendly safety for the entire Gold Coast tourism industry and all attractions . This has been recognised by the Queensland government , which is determined to ensure Dreamworld remains closed until there has been a full investigation of the incident .
Crisis management is one of the world ’ s fastest growing fields in management and specifically , tourism management research and teaching . Queensland universities and the Queensland Tourism Industry Council have played a leading role in advancing crisis management skills in the tourism industry in the Australian state which is most economically reliant on tourism . As the UN World Tourism Organisation has recognised for some years , crisis management is an essential skill for all tourism businesses .
GOVLINK » ISSUE 1 2017