After the Covid-19 outbreak, the hotel industry had to rethink what crisis management meant. Historically, when people talked about crisis management in the hospitality sector, they meant dealing with things like natural disasters, power outages, and contaminated food.
However, as the pandemic continues to spread, new health and safety regulations must be implemented, as well as changes in visitor behaviour. To adjust to the new standard, businesses will need to institute social distance policies, improve cleaning practises, and explore alternative revenue streams. The business community as a whole also has to beef up its preparedness for any future pandemics.
Due to the proliferation of social media and the growth of online review websites, crisis management in hotels has seen considerable transformations over the course of the past several years. In the past, word-of-mouth referrals and coverage in traditional media were the two primary factors that determined the reputation of a hotel. Now more than ever, in order to keep their reputations intact, hotels have to be ready to provide a swift and efficient response, both online and in social media, to bad reviews and remarks about their establishments.
“In addition, hotels are required to have crisis management strategies in place for unforeseen catastrophes, such as natural disasters, terrorist attacks, and pandemics, such as Covid-19. This is done to safeguard both guests and staff members, as well as to lessen the negative impact on the company as a whole. This covers procedures for communication, cleanliness, and the handling of unexpected emergencies.”
Hotels should implement crisis management by taking the following steps:
Develop a crisis management plan: This plan should outline the procedures and protocols to be followed in the event of a crisis, such as natural disasters, terrorist attacks, or pandemics. The plan should also include designated roles and responsibilities for staff members, as well as contact information for key stakeholders, such as local authorities and emergency services.
Train staff: All staff members should be trained on the crisis management plan, including procedures for emergency response, evacuation, and communication with guests.
Conduct regular drills and exercises: Regular drills and exercises help ensure that staff are prepared to respond to a crisis effectively and can identify any weaknesses in the crisis management plan that need to be addressed.
Monitor social media and online review sites: Hotels should monitor social media and online review sites for any negative comments or reviews that may indicate a crisis situation, and have a plan in place for how to respond to these.
Communicate with guests: In the event of a crisis, hotels should communicate regularly and transparently with guests to keep them informed of the situation and the actions being taken to address it.
Review and update the crisis management plan: Hotels should review and update their crisis management plan regularly to reflect any changes in the business or in the types of crises that could occur.
Have a disaster recovery plan: Identify potential risks, and have a plan in place to minimise the damage, minimise the recovery time and return to normal operations as soon as possible.