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Crisis Management for Your Hotel

Accidents and catastrophes are inevitable in any industry. When it comes to hospitality, your reputation, company, employees and guests will all be affected in the event of a crisis. From deaths and injuries to abductions and civil movements, your hotel is not immune to any of these risks. In this article, we’re going to explore how you can prepare for a crisis and manage them if one occurs. Having a plan is the first proactive step for managing your hotel’s crisis risk, followed by a Miami Hospitality Insurance program.

The scope of risk.

According to 4 Hoteliers, some of the more common crises include floods, hurricanes, and other weather-related incidents; structural integrity issues such as the collapse of a roof or similar property damage; breaches of systems integrity due to hacking, malware, or intentional disruption of your website or reservations system; social disruption, such as a community or activist group disrupting or targeting an event; workplace violence incidents; and public health emergencies, such as e-coli or salmonella poisoning, just to name a few.

Responding to risks.

Create a written plan now before it’s too late. The plan should be taught to all employees and include the following information:

  • A streamlined reporting procedure for guests and employees to report suspicious activity or a crisis.
  • An established procedure for your employees and guests to follow to respond to the incident right away and protect anyone else from becoming endangered.
  • An evaluation to determine if law enforcement or other professionals need to get involved.
  • A chain of command to communicate issues, notify stakeholders, and prevent future crises.

Evaluating your process.

If a crisis has already occurred, it’s time to take a closer look at your strategy and how it functioned during the incident. If necessary, consult with legal counsel to establish what worked and what needs to be improved. Ask yourself:

  • How did the strategy work?
  • Did everyone follow the crisis management strategy?
  • Did you notify stakeholders and authorities?
  • Did you communicate clearly with the media, guests, and employees?
  • How was media attention handled, if applicable?
  • Do any parts of the crisis management plan need to be edited or improved?

You’ve worked hard to build your business and your reputation. The last thing you want is for your guests and employees not to feel safe when they are staying on your property. Addressing these issues in a proactive way by devising a crisis management response strategy can mitigate risk, prevent future injuries and accidents, and keep your hotel running seamlessly.

About Advanced Insurance Underwriters

At Advanced Insurance Underwriters, we offer specialized programs to safeguard small business owners like you. From general liability to cyber liability protection, we have the solutions you need to thrive. For more information about our products, give us a call today at (800) 660-7734.