Andy Alligator’s and Altitude 1291 Use Social Media to Stay Connected with Guests

Devising a creative and resourceful plan quickly became the agenda at many family entertainment centers (FECs) during the global COVID-19 pandemic.

Andy Alligator’s Fun Park & Water Park in Norman, Oklahoma, and sister facility Altitude 1291 in Midwest City, Oklahoma, pivoted quickly. Each location had to close in March 2020 in response to the COVID-19 stay-at-home orders from the state government. 

One of the first priorities of ownership was to maintain active communications with guests. Both locations made certain that when guests called the FECs during normal operating hours, they didn’t hear a prerecorded message, but were able to speak with a live person. Kyle Allison, general manager and co-owner of both locations, says the No. 1 question from guests regarded when the FECs would reopen, demonstrating how anxious they were to get back to having fun.

Management also made extensive and clever use of social media. Since its two locations closed before Easter, the team still made good use of opportunities surrounding the holiday. Creating a Facebook video, the FEC introduced a contest that selected three winners to have Easter baskets delivered to their front porches and 25 Easter eggs hidden in their front yards. 

“All city and church Easter celebrations had been canceled, so guests were excited about this because it was unique, and people did it for their kids,” says Allison. “We asked people to talk about the contest online, and the viral aspect of it took off. It was a huge hit, with 20,000 people reached on Facebook, 360 likes, 315 comments, and 300 shares.”

Allison says a similar birthday party contest delivered a birthday box to winners, complete with a birthday cake, banner, presents, gift cards, front door sign, and juice boxes.

“As for the birthday boxes, we had to cancel birthday parties scheduled at each location, so these were popular too,” says Allison.

Ownership also prioritized staying in touch with employees to keep them informed and excited about reopening. Pizza pickup was offered twice a week for employees and their families. Together, the 8-acre Andy Alligator’s Fun Park & Water Park and indoor Altitude 1291 employ 150 to 200 workers, depending on the season.

Allison says some of the toughest decisions during the closure involved what to spend money on with regard to employees, guests, and vendors at a time when no revenue was coming in.

Management also had to focus on planning for reopening, even when an exact clearance-for-opening date wasn’t available from the government. 

“We didn’t know what restrictions would be in place when we reopened, so it was difficult,” says Allison. “If they limited the number of guests allowed, someone would have to control that, it would affect birthday parties, and it would be tough on revenue.” He planned for Altitude 1291 to reopen before Andy Alligator’s because the indoor attraction is located in a less-restrictive jurisdiction area.