The stretch between Black Friday and New Year’s is a high-stakes season for retail and hospitality grand openings. Developer teams, architects, GCs, and facility managers all understand that while curb appeal and engaging experiences draw guests in, the real test is how smoothly guests can navigate the vertical core of a building under peak loads. For us at Kaiser Elevator, throughput planning is not just a technical exercise—it’s about shaping first impressions, maximizing operational uptime, and avoiding the painful bottlenecks that can mar even the most beautifully executed launch event.
Understanding the Holiday Surge: Why Elevator Throughput Demands Careful Planning
The period from late November through the New Year transforms shopping centers, hotels, and mixed-use properties into hubs of intense activity. A typical grand opening during this window brings together shoppers, staff, media, and vendors all at once—sometimes multiplying expected foot traffic several-fold. While each project is unique, we routinely see traffic volumes spike to double or triple the regular flow during opening hours, particularly for flagships and destination venues.
Long elevator waits are more than an inconvenience—they translate to lost sales, guest frustration, and even compliance risks if building code-mandated capacity or accessibility guidelines are breached. Guests generally tolerate waits up to 2 minutes, but beyond that, complaints escalate rapidly and impact brand perception.
Step 1: Assessing Your Real Elevator Capacity—Don’t Go by Catalog Numbers
As soon as we are brought onto a project for new elevator installation, modernization, or pre-opening consulting, our first move is a detailed throughput audit. It’s essential not to rely on the theoretical capacity figures from manufacturer sheets. Instead, we recommend evaluating:
- Number of cars actually in service on opening day
- Rated load vs. usable load, since guests will have strollers, luggage, or shopping bags
- Actual travel speed, factoring any reduced speeds for leveling or door timing
- Accessibility features and how they might affect loading/unloading cycles
For example, even a high-capacity passenger elevator may see its true throughput dip during events if floor selection is slow or if groups travel together instead of singly. This means you need to plan for the true, usable hourly throughput, not just the specs.
Step 2: Forecasting Event Traffic with Data (Not Just Hope)
We always advocate for informed forecasting—not guesswork. Collaborate with marketing, tenant teams, and event planners to build a traffic curve for both peak and sustained periods over your opening schedule. Consider:
- Historic visitor data for similar launches
- Ticket RSVPs, invites, social media buzz, and anticipated walk-ins
- Vendor, staff, and logistics movement (often underestimated by owners)
Matching these numbers against measured elevator capacity helps you decide if temporary measures will be needed. This type of planning is best started at least six weeks out, allowing for adjustments in operational strategy or additional resources.
Step 3: Deploying Smarter Elevator Scheduling and Wayfinding
- Dedicated express service. If practical, designate select elevators as express cars for key event flows (e.g., lobby to event floor only).
- Pre-queueing and staff allocation. Station trained staff to help group guests, explain wayfinding, and direct overflow to stairs or escalators. This is especially important for properties with families, elderly guests, or those with accessibility needs.
- Optimize call stations and indicators. Use signage at elevator lobbies to show estimated wait times, alternative routes, or floor-specific traffic guidance.
Modern elevator systems, especially those with destination dispatch, can be temporarily reprogrammed for group events to optimize car occupancy and minimize wait times. If you’re planning a grand opening for a destination retail or hospitality property, consult your elevator service provider about temporary scheduling or controls adjustments.
Step 4: Leveraging Escalators and Stairs Without Compromising Accessibility
Encouraging use of escalators or stairs can relieve pressure on the elevators, but you must never compromise ADA access or safe egress. For shorter vertical distances—such as 2-3 floors—it is possible to signpost escalators for general guest movement while reserving elevators for those requiring step-free access or those with mobility needs.
- Ensure all elevator banks are clearly marked for accessible access.
- Provide communications or app-based notifications for real-time routing.
For larger buildings with spacious atriums, a combination of visual markers and event staff can create seamless, line-free navigation and allow all guests a choice fitting their needs.
Step 5: Maintenance, Safety, and Emergency Readiness—Don’t Let Details Trip You Up
For high-profile grand openings, elevator maintenance and pre-event readiness are vital. Our team always recommends a hands-on, pre-opening service tune-up. This typically includes:
- Functional testing of all elevator cars and access controls
- Calibration of door timing, leveling accuracy, and group control logic
- Verification of communication systems, including emergency call buttons and intercoms
- Short response time agreements with on-call technicians
It’s crucial that all elevators—not just those for public use—are checked. Service or freight elevators may become critical during event breakdown or supply runs.
If you want to go deeper on elevator commissioning, inspections, and ensuring everything is ready before an opening, our commissioning and acceptance for new elevator installations guide is a valuable resource.
Step 6: Real-Time Monitoring and In-Event Adjustments
The most thorough plan still benefits from on-the-ground adjustment. We advise building teams to monitor elevators during high-traffic intervals using event staff or, for more advanced properties, real-time occupancy sensors or dashboard analytics integrated into modern elevator controls. Adjust call settings, re-task staff, or alter wayfinding based on live data to prevent jams before they build up.
Step 7: Guest Communication—Clarity, Calm, and Courtesy
During grand openings, guests will appreciate proactive, clear communication. Consider:
- Visible signage at elevator banks with real-time wait times and alternative routing when needed
- Digital event apps or text alerts for VIP attendees to coordinate peak arrivals
- Prioritizing elevator access for guests with special needs, families with strollers, and older adults
Staffing is your frontline. Thoroughly train them on elevator operation basics, wayfinding, ADA protocols, and calm guest service during delays.
Learning from Every Event: Post-Mortem for Continuous Improvement
We always advocate a debrief after every high-traffic event. Review elevator throughput logs, staff feedback, and guest comments. Did lines develop at certain times? Did the express elevator strategy work? Was ADA access seamless, or were there choke points? Use this data to refine your elevator uptime strategy—not just for openings, but for any big seasonal surge. This approach helps you stay agile as your property matures and event programming evolves.
Additional Resources
- Deepen your elevator traffic analysis knowledge and shaft coordination strategy in our preconstruction essentials for new elevator installs post.
- For property managers tackling fast-track installations or compliance steps in high-stakes locations, see our guide to commercial elevator installation in NYC.
- If you’re evaluating design vs. design-bid-build for your next high-turnover project, our discussion on construction delivery models is a must-read for schedule-sensitive projects.
Final Thought
Getting elevator throughput right during a grand opening involves engineering, empathy, and experience. If you treat vertical transportation as a crucial piece of the guest experience, you’ll protect your investment, brand, and reputation for years to come. At Kaiser Elevator, our commitment is to ensure every opening day—holiday or otherwise—runs with safety, speed, and style. For guidance on elevator design, capacity planning, modernization, and 24/7 support, visit kaiserelevator.com or call +1 (888) 274 6025. Let us help you deliver a seamless vertical journey for every guest, every time.
