In November 2017 at HX: The Hotel Experience, industry experts described how being prepared can help hoteliers recover as quickly and efficiently as possible. Here is their advice on crisis preparedness.
1. Make connections.
Tom Wieczorek, principal of Center for Public Safety Management, LLC, says, “It’s too late in the middle of a disaster to decide that you’re going to get to know your neighbor. You really need to know who they are ahead of time. Reach out to your local officials, mayor, and police department, and get to know them. These contacts come in all sizes, shapes, and forms, and you need to make them early.”
2. Access the available resources.
Robert A. Rauch, president and CEO of RAR Hospitality says, “Have an understanding what is available to you locally. Whether it’s the department of homeland security video that you can show locally or your local police department, awareness of your resources is critical.”
3. Know what you’re going to say to the press.
Jeff Flaherty, senior director of global communications and public affairs, crisis and issues management, at Marriott International, Inc, says,“How you will communicate with press should be a part of your crisis plan. And there’s no harm in saying, ‘I’d like to consult with our communications department before we respond.’ Nowadays, most media understands that. Also, property teams should always respond professionally. No matter what you say in that moment, if you’re treating the media with respect, they will give you the same in return.”