Crisis Management Ready or Not?

This program is designed to introduce employees to the need and importance of crisis management and emergency preparedness.

Objective

At the end of the session, you will be able to familiarize yourself on what to do in case of a crisis

Crisis Management
Natural emergencies, although infrequent, do happen and employees should be prepared for them.

Depending on your location, you may have to cope with earthquakes, floods, tidal waves, hurricanes/typhoons, tornadoes, windstorms, power failures or severe snowstorms. In some instances, natural disasters present unique problems whereby your hotel might be used as a shelter or hospital for nearby residents.

Before a Crisis
Emergency planning can reduce the impact of these situations and assist in the efforts to re-establish operations following a loss. You, as an employee, can play an important role in:

Knowing where your hotels emergency procedures are located. Knowing what to do when you come across a fire by executing Contain-Activate alarm-ReportEvacuate. Participating in fire drills and other safety related training with your staff and offer suggestions. Know your rally point. Participate in your hotels safety committee and become involved with hotel safety and security. Protect yourself, guests, other employees, hotel assets and the reputation of the hotel and brand.
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During the Crisis

Never assume an alarm is false! Until it is announced, you should begin evacuation.

Communicating during a Crisis

In any emergency, you may have to deal with the media. At this point you would want to step back and allow management to decide who will deal with the media. The following is a list of your roles in this matter:
Keep your professionalism in dealing with the situation and this will help avoid creating a negative public impression. Remember that the media and the camera can pick up on nonverbal communication. Know who your hotel has designated as the media spokesperson. Never say, No Comment. Instead say, I am not authorized to speak on behalf of the hotel. Let me get you someone who is.

Goal of Crisis Management

The goals of Crisis Management and emergency planning should be as follows: To help ensure the safety and well-being of persons that may be affected by a fire, natural disaster or other catastrophes or emergencies. To provide timely notification to the appropriate authorities. To provide a tool for training employees who will assist in the event of an emergency. To ensure the flow of accurate information to the hotels guests, employees, the public, and any others directly affected by the incident. To promptly assist others in the evaluation of the cause(s) of any losses and in an assessment of the magnitude of damage.