29NL 6.1 Event handling
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Event handing and pressconference
There seems to be a management issue. As in reality unexpected things will always occur: sometimes for the good, sometimes for the good, sometimes for the bad. As management you have to be prepared, but even more important, you must act. All eyes will be on the management team concerning steps to be taken.
Situation
An unexpected situations occurs. The management team has to response quickly and take measures.
Goal
Try to manage the situation, matching the corporate image of the hotel, keeping in mind the following stakeholders in particular:
- Hotel guests
- Employees
Keep in mind! This crisis is expected to last at least two to three months.
Task, deliverable
Put the total of the solutions and actions in your Team File.
A management team has to be alert and react quickly on new situations. Take the following steps:
- Make an analysis of the crisis: What kind of problems will occur for the Hotel?
- Then try to assess which stakeholders are involved: do not think too limited in this.
- Do damage control by making a ‘crisis management plan’.
- Try to assess the total of the damage in costs: loss of revenues, measures taken, setting the crisis management plan into action, etc,
- The last step in de ‘crisis management plan’ is holding a press conference. Do a real press conference, film it, upload it somewhere online (YouTube e.g.) and put the link to the video in your Team File. Be sure the video setting are public! The press conference has to last at least five minutes.
Assessed elements
- Is the crisis analysis complete?
- Is the crisis management plan complete en useful?
- Are the costs realistic?
- Is the press conference coherent with the crisis communication plan?
Additional information
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