You may have heard about the 6 P’s of being prepared, “Proper Planning Prevents Piss Poor Performance.” From a hoteliers perspective the 6 P’s mean creating a plan how your organization will react in times of a trouble.In a disaster you will not have time to think creatively and properly address the situation. You must create a comprehensive plan before disaster strikes.
Your property likely already has a well-crafted operational disaster plan detailing exactly what and when the staff goes into action to prepare your hotel. You already have redundancies for power, security, and so on. Therefore we will not go into detail on any operational level disaster planning. Instead we will look at what you need to do from a marketing and communications perspective.
This guide provides hoteliers both inside and outside the disaster zone a starting point to build their own unique marketing and communications plan. Every hotel location is unique and your plan must also be unique. Most importantly, your plan must be created in advance so you can enact it at a moments notice. Also, note that while your property may be in the impact zone of a disaster this time, next time it may be outside the zone. This means you must produce a plan for both scenarios.
To go along with the 6 P’s we have 6 areas you need to prepare. This hotel disaster planning guide will consist of the following:
- On Site Content
- Email Communications
- Social Communications
- PPC and Meta Search Management
- PR Outreach
- Guest and Community Assistance
As a hotelier your job is to help others and be hospitable, your disaster communications/marketing plan should be based on being empathetic to your guests and those in trouble. Everything you communicate should be from a helping perspective. This includes being flexible with your policies. In times of a disaster you want your guests to know your pet policy is flexible, your cancellation policy is flexible, your check out times are flexible. By being a great member of your community you can come through disaster stronger and more resilient then ever before.
On Site Content
Any plan you have for a disaster absolutely must start with content. I can attest first hand that during hurricane Florence the only thing in shorter supply than cases of water and gasoline was accurate information. As a hotel you have the ability to provide invaluable information that can help both people inside and outside of an impact area. For this content to be most effective, you should have a plan and start producing before disaster strikes. This includes a plan as well as content shells that can easily be updated with real-time information.
In addition to planning for content that you will have pre-produced, you should also plan for how you will update content continually through the event. One lesson we learned from Hurricane Florence is updates on Facebook, Twitter, etc are great, but in some cases you need longer form content or content that can be linked to. This doesn’t always work when strictly relying on social to get the job done. Regardless of if you are in or out of a disaster zone, assign a person to ensure updates are made. Assign a backup person as well should the primary person not be available.
In Disaster Zone: Content
- Set home page alerts to conditions
- If possible, set alerts and notifications during the booking process
- Current conditions page which has a running list of updates and corrections.
- Information for guests, both staying at the property and arriving shortly thereafter
- Post event status report article or page
- How your property is helping the community
- Updates and live feeds, if possible, for your area
Outside Disaster Zone: Content
- Community outreach to the impacted areas
- Room availability for guests
- Assistance links for FEMA, Red Cross, and others
- Room information for first responders and repair/recovery crews
- How your property can help evacuees. Can you be “pet friendly” for a week, can you alter your cancellation/check in/check out policies?
Spend time in your marketing and communications disaster planning to craft several email templates for the emergencies you might experience around your hotel. These may be hurricanes and floods to earthquakes and fires. Your goal here is to ensure you know what you need to send and have the templates for each. Often times email is not going to be the first choice of communications for those impacted by a disaster (social feeds, text messages, and news sites being more relevant), email still holds a very valuable place in the communications tool chest.
Where email is most effective is in terms of direct, personalized, communications to guests. Your email plan should be designed to drive visitors to the content you created in the above section, provide specific stay updates, and offer help and news to those impacted.
In Disaster Zone: Email
If you’re unfortunate enough to be in the disaster zone, email will be a critical communications tool to reach all your guests and fans. We recommend you have the following, created in advance:
- Pre-event alerts to incoming guests
- During-event message with assurances you will take care of guests and how they can get more information from you (social, site, etc)
- Post event message to your full database with conditions and that your property is open for business (if in fact it is)
Outside Disaster Zone: Email
Please be very careful with disaster emails if you are outside a disaster area. You don’t want to appear opportunistic. Your goal is to do what you do as a hotelier… be helpful and hospitable.
- Share what your hotel is doing to help those inside the disaster zone.
- Ensure that your guests and subscribers know your property is outside disaster zone. An example to this from a local perspective is many people think Myrtle Beach is in North Carolina, when it is in South Carolina.
- Create an environment where you can help those in need. This can include targeting subscribers inside a disaster zone with helpful information such room discounts, free services, and more.
Social Campaigns and Communication Management
Your social communications plan is probably the most important aspect of any disaster preparedness plan. Your guest and community will be constantly refreshing their feeds, searching the appropriate hashtags, and looking for updates. This is where you can deliver for your audience by becoming a hub for both shared and created content. For this to succeed you will need to have your team ready to act when trouble is on the horizon. This also means that you need to build your fan base and interactions in advance so people will know who to turn to in times of disaster. Start now by building your community, so you can help them when needed.
In Disaster Zone: Social Management
- Consider pausing any paid social campaigns running. You may be able to get traffic, but you are not likely to get any bookings. Don’t waste money chasing conversions that simply don’t exist.
- Have a plan to post very frequently.
- Engage with local news sources to spread reports
- Share updates constantly; photos, live video, links, etc
- Answer every question you possibly can
- Keep the facts and absolutely never speculate or feed misinformation
Outside Disaster Zone: Social Management
- First and foremost, be helpful.
- Do not position yourself as to appear opportunistic.
- Report the facts and only the facts.
- Share how you are helping and contribute to the solution.
- Do something, physically do something to help the community.
PPC And Meta Search Campaign Management
One of the most common mistakes we see in times of disaster, such as Hurricane Florence for Myrtle Beach, is hotels driving paid traffic to their sites when they can’t realistically take bookings. Part of your emergency marketing plan must include how you, or your agency, manages both paid PPC and Meta search.
It is critical to proactively manage (and possibly disable) your campaigns. We can attest to this first hand where we have seen hotels loose power during an event, which in-turn caused their PMS to stop sending availability/rate to TripAdvisor. As a result, TripAdvisor suspended their campaign and it took more than two days after the event to resume service. In that time other hotels in the area were able to capitalize on reduced competition. In this case you do need two plans, one when your property will be impacted and one when your property is on the outskirts of the disaster zone.
Not having a plan can severely impact your paid business and result in wasted money and opportunity. The good thing is this plan can be quite simple.
In Disaster Zone: PPC & Meta Management
- Make a decision in advance of when your property should discontinue any paid search campaigns. Typically this will be just before a storm or disaster strikes.
- Have a plan to communicate with your agency for when to pause your campaign. Just as important, make sure your team knows when to turn a campaign back on.
- Assign someone on staff, or with your agency, to ensure any service that pulls your rates or you pay for click/impressions is stopped during a disaster.
- Ensure that the person you assign to stop your campaign knows to restart your campaign at the appropriate time.
- Be very careful buying event-related terms. You will either appear to be opportunistic, or more likely just be wasting money.
Outside Disaster Zone: PPC & Meta Management
- If your property is outside the disaster zone there is not much your team will need to do.
- Monitor closely to determine if your max bids, budgets, or campaign strategies need to be adjusted.
- Use caution in your campaign management to avoid being opportunistic.
Guest and Community Assistance
Hoteliers have a responsibility to be leaders and stewards of the community and at no time is this more important than in a disaster. Whether your property is inside or outside of an impact area, you should have a plan to help those in need when the time comes. This part of your plan is going to differ significantly based on where your property is in relation to a disaster and if it has sustained damage.
In Disaster Zone: Community Assistance
- Open your doors as much as possible to the community.
- What can you offer in terms of discounts to victims?
- Can you offer free water and/food to those in need?
- How can you care for your employees?
- How can you organize your community during recovery?
Outside Disaster Zone: Community Assistance
Being out side of a disaster zone is always preferable to being inside, though it does come with the responsibility to lend a hand to those in need.
- Help organize supplies and needs.
- Providing housing solutions for rescuers and victims.
- Again, doing something is always better than not. One lesson from the floods after Florence was the massive number of people who wanted to help, but a lack of socially astute leaders to channel that desire into action.
Public Relations Outreach
PR is an important part of your disaster communications plan. Regardless of if you are in the path of a disaster or on the outskirts your PR campaign will be very similar.
- Build relationships with your local media now, before a disaster strikes.
- Ensure you have a single point person for media contacts. This is incredibly important and helps your organization speak in a single voice and prevent mis-information.
- Have a plan for how you can help the media with their job, this includes accommodations, shot locations, interviews, etc.
- Clearly document your emergency procedures for both your internal team and to share with the media.
- Clearly document how you are helping your community in times of need. You don’t want to have a “hey look at me!” attitude, but you do want to document and share what you are doing. Doing good is contagious and you may just start a wave of good deeds.
Forbes Magazine has a very comprehensive article on The 13 Golden Rules Of PR Crisis Management. This is a great read and an important primer for any type of crisis you may face, be it natural disaster or just a business snafu.
When your hotel or resort faces a natural disaster, you will fall into one of four categories: a victim, a rescuer, a bystander, or a opportunist. By having a clear plan of how you can help your community and your guests will ensure whether you face a big or small disaster you’ll be positioned to be a rescuer.
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