Long
Queues (Moderate Risk, Low Severity)
Both the SkyPark observation deck and infinity pool have a carrying capacity
which could lead to long queues. Such issues are relatively common during peak
periods and not very serious.

Solution:

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Using Systems and Technology. For hotel guests, they may be given
a buzzer to wait for their turn to enter the infinity pool. At the observation
deck, guests can pre-book their tickets online. This controls the number of
visitors and ensure that their attitudes and expectations of the attraction are
not hindered because of the long waiting time. There could also be a fast pass
system to help guests avoid long queues and refreshments and a seating area
could be provided to take the minds off queuing guests.

 

Intruders to SkyPark
– Infinity Pool (Moderate Risk, Moderate Severity)
Intruders will increase the
number of visitors, exceed the carrying capacity and compromise visitor
spending. The lack of security caused by overcrowding from freeloaders can
increase the security/safety threats faced by Marina Bay Sands. Operating costs
will also be affected as the expenses are unaccounted for due to unlawful
access. More employees may have to be delegated from other departments to
assist in the surge of visitors on site.

Solution:

Find out how the intruders access the SkyPark (through YouTube
vlogs/online blogs) , increase security parole in the area and install more
surveillance cameras. Check that key cards are valid (not duplicated/reported
as lost). Ensure that standard operating procedures are strictly adhered to and
no concession should be given to guests who do not meet the requirements of
producing key cards during entry operations.

 

Inappropriate/Inaccessible
access for the disabled and special needs group (Moderate Risk, Moderate
Severity)
The wheelchair
ramps put in place may be too steep which is dangerous for the wheelchair
users. In addition, in the event of faulty lifts, the special visitor groups
may not be able to access the SkyPark.

 

Solution:
Ensure that the wheelchair ramps installed meets the universal
design of the Building and Construction Authority. Preventive maintenance on
lifts, escalators should be accessed and conducted twice every month to ensure
safety and accessibility for the users. In addition, all employees should be
taught on how to assist people with disability. This ensures that the visitor
needs are thoroughly understood and allows guests to feel at ease, knowing that
the management had managed the site as a whole and paid attention to details of
the minority groups.

Bad
Weather (Low Risk, Low Severity)
The
Sands SkyPark is located outdoors and susceptible to the weather. Rain will
cause the attractions to be closed off and the hot and humid Singapore weather
could cause potential dehydration/heat strokes. This is unfavourable for both
the guests and employees.

Solution:

Tentage and shelters should be built to ensure that both guests
and employees do not get drenched in the rain, and can seek cover when the heat
is unbearable. Marina Bay Sands can also look into providing umbrellas for the
guests. There should be water coolers located near the observatory deck as
well. By putting themselves in the shoes of the visitors and having empathy for
their staff, the can ensure that the right service quality standards are being
met.

Lack
of knowledgeable and well-trained employees (Low Risk, Low Severity)

Employees who do not receive proper training could result in
chaos, low productivity, unhappiness, arguments, unsafe environments and loss
of customers. All these factors could significantly tarnish the Marina Bay
Sands standard.

 

Solution:

Training may need
an update. Cross-training will equip employees with the necessary skills to
perform tasks outside of their day-to-day job functions. When employees are
well-trained, they can solve minor and major problems quickly like child
tantrums, customer unhappiness or even fire safety evacuations. Having
cross-trained employees means that they have comprehensive knowledge across
different functional areas of the site and would be flexible in changing
circumstances as well as they are an all-rounder. Employees can be given
incentives and rewards like cash or paid leave to encourage them to constantly
improve their service standards and educate themselves. Well-trained employees
will also not take the guests or their colleagues’ prejudices on a personal
level and instead, show professionalism.

 

Drowning
(High Risk, High Severity)

At the infinity pool, it is very common for drowning to occur
and thrill seekers may swim over the ledge, which signals alarm bells.

 

Solution:

All employees should be equipped with CPR AED
training in the event of accidents.  Guests who are not strong swimmers
should declare their status during the entry and given either coloured
wristbands, symbols, clothing or anything prominent for lifeguards to take
extra precaution and notice them amongst the crowd. There should also be clear
warning signs put in place. Lifeguards should be on alert at all times to spot
drowning guests or rule-breakers. Regular inspections should be conducted on
lifeguards using test dummies examines the lifeguard’s readiness level and
their ability to work under pressure and in respond to crises. Drones can be
also used for security purposes to detect guests who are illegally climbing
over the ledge and detect drowning guests.

 

Food
Poisoning (High Risk, High Severity)

The food
and beverage establishments may have misestimate the amount of produce required
and over ordered. The excess products may be kept in unsanitary conditions,
causing the quality of the food produced to be of unacceptable standards.

 

Solution:

This accident can be avoided through regular
inspections by National Environmental Agency (NEA) on the cleanliness level of
the food and beverage establishments and also the internal management of the
establishment itself. In addition, the management should place stronger
emphasis on proper food safety and hygiene practices to employees in order to
ensure that the establishment does not suffer any undesired expenses due to
fines by the NEA or tarnished reputation.

 

Fire
(High Risk, High Severity)

The
food and beverage establishments or any part of the SkyPark may catch fire due
to carelessness or intention by mischief-doers.

Solution:

Security
on parole at all times, employees should be able to direct guests to evacuation
and safety. Regular stimulation exercises and fire emergency drills should also
be conducted to raise awareness on the steps to follow in the event of
emergency.