How will companies deal with tragedies in international hotels in the future?

What I want to talk to you about today is how to successfully conduct crisis public relations during similar emergencies and minimize the negative impact on the company.

1. Acknowledge the problem and express apology

Acknowledge the problem and express apology are the embodiment of the speed, attitude and high principles of crisis public relations. It seems simple, but the actual operation is not simple.

2. Communicate well with multiple parties, especially the spokesperson

As the official spokesperson of the hotel, the correct approach is to maintain an objective and sincere attitude when facing interview questions, and state the facts accurately and completely , neither generalizing nor deliberately concealing facts. You can learn from the "loss prevention management" process of international hotel management companies and formulate a detailed plan to deal with various crises in advance to prevent problems before they occur.

The second step is communication with government departments, because penalties imposed by the government will directly have a major impact on the company's reputation and business.

The last step is to communicate well with employees, including front desk, cleaning lady, restaurant, conference service staff, etc. When they face media reporters, what should they say and do, how should they view the incident, etc. , the public relations person should provide guidance and training in advance, instead of keeping them silent or leaving everything to the public relations department.

3. Standardize system construction and improve relevant audit mechanisms

The effective way to rectify "hotel hygiene chaos" is to set stricter and more detailed supervision standards, where the responsibility is assigned to the person, and when an incident occurs, it is directly The relevant person in charge shall be responsible for preventing the recurrence of such incidents from the source.

The other is to improve the relevant review mechanism. Some time ago, the official WeChat account of the Crystal Orange Hotel tweeted "Women are no good this time, it's too wasteful...", which was obviously caused by the inadequate review mechanism. Although the title of the article is eye-catching and sensational, it involves discrimination against women, seriously hurts the feelings of the public, and has a relatively serious negative impact. If you can maintain a rigorous attitude in the review in advance, you will not make such a stupid mistake.