A calm, step-by-step plan for the worst nights in hospitality. Size up the situation with three crisis levels and a simple decision tree, assemble your response team, and work through a first-hour checklist that puts guest safety first and brings in your attorney and insurer before anything goes public. Includes 12 holding statements, a media inquiry script, social response rules, staff briefing scripts, a recovery plan and a post-crisis review.
- 23-page playbook (PDF)
- Three crisis levels and a one-page decision tree
- Response team roles and a fill-in crisis contact sheet
- First-hour checklist and first-24-hours plan
- Do and don't list, including how to apologize without admitting fault
23-page PDF. Instant download.
A calm, step-by-step plan for the worst nights in hospitality. Size up the situation with three crisis levels and a simple decision tree, assemble your response team, and work through a first-hour checklist that puts guest safety first and brings in your attorney and insurer before anything goes public. Includes 12 holding statements, a media inquiry script, social response rules, staff briefing scripts, a recovery plan and a post-crisis review.
- 23-page playbook (PDF)
- Three crisis levels and a one-page decision tree
- Response team roles and a fill-in crisis contact sheet
- First-hour checklist and first-24-hours plan
- Do and don't list, including how to apologize without admitting fault
23-page PDF. Instant download.
Image 1 of 5
Image 2 of 5
Image 3 of 5
Image 4 of 5
Image 5 of 5