How can you effectively handle unexpected issues during events?

Breathe. When planning, you should already have the "what if" scenarios in multiple manners. But, we all know they never unfold in a fashion similar to what even was a "what if." If you stay calm and realize what resources would be FASTEST to solve the issue in front of you, do it. We had a city marathon "pop up" when motor coaches were in route to a team building tennis event. The trip director (me) walked to a Walgreens, found an empty space, and with purchased tennis rackets and balls, created an impromptu tournament. Breathe, think who is best in the mix and what is THE main issue of discontent, and then focus on THAT to fix it first. In my particular case, was attendee satisfaction. They didn't care about the actual tennis courts. :)

VISIBILITY! During my career, my teams and I have encountered issues ranging from humorous to life- threatening. While each has required varied levels and types of sensitivity, I've clearly learned that every incident demands the rapid and continuous VISIBILITY of management. Team members, guests and first responders correctly look for and to on-site leadership for guidance and assurance during stressful events. Those expectations are largely based on past experience and a belief (or hope) that leadership will execute a plan founded upon ensuring the well-being of all involved. Understandably, their confidence in any action being taken is heightened when leadership is VISIBLE as opposed to "behind the scenes."

The above mentioned course of actions should be followed by a professional in case of unusual or difficult situations. The key here is not panicking, keeping yourself calm and understanding the situation first. Then act to solve the problem instead of reacting.

Most importantly, take a deep breath and do not show to your staff or customers that you are not in control of the situation. Stay focused and evaluate the situation and take decisions! that would improve or solve the issue. People will be understranding if they see somebosy who calmly takes over instead of somebody who panicked and takes his/her frustration out on others.

Leaders should step forward, take the lead and rally the troops. Authenticity and a genuine sense of care are Building block for trust to move forward. As an example, At the early onset of the pandemic rumors, we planned and prepared our team for the unexpected the month before the lockdown. When mandates were sent out to stay home, we were one of the first associations to decide to meet virtually amidst industry panic. Within a month we had our first ever inter collaborative meeting with another association’s board members. This was the first of its kind and brought a sense of calm & continuity amidst the worldwide panic. Staying calm, reflecting on your current resources are the building blocks for innovative thinking during a crisis.

Hotel Managers are not Superheroes ... they are far more likely to be successful, particularly in difficult events and situations if you collaborate with your Teams and Delegate. Never be afraid to ask for help, never be afraid to ask somebody to do some work for you. If you have the appropriate attitude you will be surprised how positive the recipients will be. Who ever helps you. Say thank you. Either personally. As a Team. Or Individually by email. It will be really appreciated. Delegate an collaborate. Say thanks. It works.

After being in the field for 18 years the biggest tip is to BREATHE. Take a moment breathe and regroup. Analyze what is the current situation, worst outcome and best outcome and what is the current problem. See what you have available to solve and delegate to solve the task. Clearly communicate and request support (do not try to solve everything yourself). Always ensure you keep a calm demeanor and tone of voice there may be issues but remain respectful and hospitable. This will avoid alerting guests of an issue and causing it to blow out of proportion.