Episode 12 - The plan when something goes wrong : Crisis management

Summary

In this episode, Shaun discusses the importance of crisis readiness in the hospitality industry. He emphasises that many venues neglect crisis planning until it's too late, leading to chaos during unexpected disruptions. Shaun shares practical tools, such as checklists and templates, to help operators prepare for various crises, from staff shortages to tech failures.

He emphasises the importance of having a calm and practised response to maintain customer trust and a positive reputation. The episode concludes with a call to action for operators to engage their teams in crisis planning exercises.

Key Takeaways

• Crisis readiness is essential for hospitality venues.
• Operators are increasingly implementing basic crisis plans.
• Simple, usable plans are more effective than complicated manuals.
• Customers judge the response to crises, not the crises themselves.
• Building resilience in culture helps maintain a reputation.
• Checklists and templates can streamline crisis management.
• Practising crisis scenarios can reveal knowledge gaps.
• Calm responses during crises can prevent chaos.
• Crisis planning should be a regular part of operations.
• It's not a matter of if something goes wrong, but when.

Links to brands we talked about in this show:

Open Pantry Co email: Shaun@openpantryco.com

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