How do you balance the needs and expectations of different stakeholders during a crisis?

1 Identify the stakeholders

The first step is to identify who are the key stakeholders involved in the crisis and what are their needs and expectations. These may include guests, staff, owners, suppliers, media, authorities, and community. For each stakeholder, you should consider their level of urgency, impact, and influence on the situation. For example, guests may need immediate assistance and information, staff may need safety and support, owners may need financial and legal protection, and media may need transparency and accountability.

2 Communicate clearly and frequently

The second step is to communicate with the stakeholders clearly and frequently. You should establish a crisis communication plan that outlines the channels, messages, and frequency of communication for each stakeholder. You should also assign roles and responsibilities for your front office team to handle different aspects of communication, such as answering phone calls, updating social media, sending emails, and issuing press releases. You should ensure that your communication is consistent, accurate, and empathetic, and that you address the concerns and questions of the stakeholders.

3 Prioritize and negotiate

The third step is to prioritize and negotiate the needs and expectations of the stakeholders. You should recognize that you may not be able to satisfy everyone or meet all the demands in a crisis. You should focus on the most urgent and important issues and try to find solutions that are acceptable and feasible for all parties. You should also be flexible and willing to compromise when necessary. For example, you may offer refunds or vouchers to guests who want to cancel their bookings, arrange alternative accommodation or transportation for guests who are stranded, provide incentives or benefits to staff who are working extra hours, or negotiate with suppliers or owners for payment extensions or discounts.

4 Monitor and evaluate

The fourth step is to monitor and evaluate the situation and the outcomes of your actions. You should collect feedback and data from the stakeholders and measure your performance against your goals and standards. You should also identify any gaps, errors, or risks that may arise and take corrective or preventive actions accordingly. You should also update the stakeholders on the progress and changes of the situation and acknowledge their contributions and cooperation.

5 Learn and improve

The fifth step is to learn and improve from the crisis. You should conduct a post-crisis analysis and review the strengths and weaknesses of your front office crisis management. You should also solicit feedback and suggestions from the stakeholders and incorporate them into your improvement plans. You should also celebrate the achievements and successes of your front office team and recognize their efforts and resilience. You should also document and share the best practices and lessons learned from the crisis and use them to enhance your front office operations and preparedness for future crises.