What are some examples of successful crisis management in the hospitality industry?

2 Be transparent and accountable

Another important aspect of successful crisis management is to be honest and accountable for the actions and decisions made during and after the crisis. This means admitting mistakes, apologizing sincerely, taking corrective actions, and providing updates and information to the affected parties. A good example of transparent and accountable crisis management is how Southwest Airlines dealt with the engine failure incident in 2018 that resulted in one passenger's death. The airline's CEO issued a public apology, visited the survivors and the victim's family, and cooperated fully with the investigation. The airline also compensated the passengers and offered counseling services.

3 Be empathetic and compassionate

A third essential element of successful crisis management is to show empathy and compassion to the people involved or impacted by the crisis. This means listening to their concerns, understanding their emotions, and offering support and assistance. A good example of empathetic and compassionate crisis management is how Airbnb responded to the wildfires in California in 2017 and 2018. The company activated its disaster response program, which allowed hosts to offer free or discounted accommodation to evacuees and relief workers. The company also donated money to local organizations and encouraged its community to help in any way they could.

4 Be innovative and adaptive

A fourth vital component of successful crisis management is to be innovative and adaptive to the changing circumstances and needs. This means finding new ways to deliver value, create solutions, and overcome challenges. A good example of innovative and adaptive crisis management is how Hilton Worldwide launched its CleanStay program in 2020 in partnership with Lysol and the Mayo Clinic. The program introduced a new standard of cleanliness and disinfection, using contactless technology, seal of approval stickers, and enhanced training for the staff. The program also offered guests the option to customize their stay preferences and amenities.

5 Be resilient and optimistic

A fifth and final factor of successful crisis management is to be resilient and optimistic in the face of adversity. This means learning from the experience, improving the processes, and recovering the reputation and performance. A good example of resilient and optimistic crisis management is how JetBlue Airways bounced back from the Valentine's Day storm in 2007 that stranded thousands of passengers on the tarmac for hours. The airline apologized profusely, refunded the fares, offered vouchers, and created a customer bill of rights that guaranteed compensation and care in case of future delays or cancellations. The airline also invested in technology and infrastructure to prevent similar incidents.