A reputation takes years to build, but can be destroyed in minutes.
By its very nature a crisis is unexpected so when it happens
you need expert help - FAST.
Hotels and restaurants can be particularly vulnerable to bad publicity which can have serious and longstanding adverse effects on revenue.
This can involve:
• Guest complaints
• Negative media reviews
• Negative health inspectors’ reports
• Fires or other accidents
• Malicious damage
• Rowdiness
• Safety issues
• Management or staff dismissals
• Court cases and industrial tribunals
• Allegations of financial impropriety
All hotels and restaurants should have a crisis communications
plan in place to make sure:
• Target audiences & communication methods are identified
• Current and prospective guests are informed about what
has happened & what the organisation is doing to tackle
the problem
• Key messages are communicated clearly to relevant media
• Staff are properly informed & know what is expected
of them
• Emergency procedures are rehearsed & regularly
updated
• Fall-out is minimised & where possible turned to
advantage
HotelPR can advise on set-up, implementation or review.
Once a crisis has struck, the organisation may face a flood of interest from guests and the media.
We can:
• Advise on messages to be communicated
• Handle press enquiries (on our own or as back-up to your in-house team)
• Draft and issue statements on your behalf
• Organise, supervise and monitor press conferences and interviews with management
• Provide specialist crisis media training. If required,
HotelPR can provide round-the-clock cover, ensuring all media
calls receive a professional response at any hour of the day
or night.
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