Three Key Strategies in Communicating with Hotel Employees During a Crisis
By Andrada Paraschiv Head of Hospitality, Beekeeper | May 03, 2020
In the always-on world of hospitality, your frontline employees work at any and all times of the day and night. Yet it's vital that your entire staff gets the same information, regardless of when or how often they work - especially in times of crisis.
Without a solid communication plan that caters to frontline employees' needs, you run the risk of a chaotic internal environment, which ultimately leads to a negative guest experience. And when a crisis hits - like a natural disaster, a live shooter situation, or a flu outbreak - inconsistency or errors can have far more serious and tragic repercussions.
The Industry That Never Sleeps
In the hospitality industry, 80% of employees are deskless. That makes them difficult to reach by email, particularly if they work at night and rest during the day. Yes, you can usually call frontline or remote employees to reach them, but it's a massive effort for HR and an inefficient way of disseminating crucial information.
Plus, without a standardized process, it's easy for messages - and people - to get overlooked and fall through the cracks. Some managers are inherently better than others at communicating, causing problems with timing (some employees could hear news hours before others), message consistency (communications can become a game of "telephone" when left up to individuals), and depth (some managers will just give a few highlights versus the whole story). These inconsistencies can have extremely negative consequences in crisis situations, in which details and timing are absolutely critical.
Creating the Right Kind of Connectivity
The Hotel Business Review articles are free to read on a weekly basis, but you must purchase a subscription to access
our library archives. We have more than 5000 best practice articles on hotel management and operations, so our
knowledge bank is an excellent investment! Subscribe today and access the articles in our archives.