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Crisis Management – Ready or Not?This program is designed to introduce employees to the need and importance of crisis management and emergency preparedness.

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Objective

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

crisis

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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.

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Before a Crisis

Emergency planning can reduce the impact of these situations and assist in theefforts to re-establish operations following a loss. You, as an employee, can play

an important role in:

• Knowing where your hotel’s emergency

 procedures are located.

• Knowing what to do when you come across a fire by executingContain-Activate alarm-R eport -

Evacuate.

• Participating in fire drills and other safety related

training with your staff and offer suggestions. Know

your rally point.• Participate in your hotel’s 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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Communicating during a Crisis

In any emergency, you may have to deal with the media. At this point you wouldwant 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.” 

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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 anemergency.•To ensure the flow of accurate

information to the hotel’s 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.

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