Strategic, proactive crisis management is paramount to retaining a consistent, positive image and staying top-of-mind among the travel trade and consumer communities during situations affecting travel and tourism. Even if there is a temporary halt in immediate travel purchases, it is imperative that individual hotels and hotel companies continue to inspire travelers and drive their desire to book a stay for when the time is once again right to visit. PHG Consulting has supported independent hotels and regional hotel brands around the world through a variety of crises – from natural disasters and terrorism to global health pandemics, crimes against visitors, boycotts, and more.
Taking a three-step approach to every crisis, we create and implement a comprehensive, customized plan to keep consumers, the media, and the travel trade updated through a variety of complementary efforts. Phases One and Two utilize crisis communications and digital marketing to provide vital information to key audiences and uphold the hotel’s reputation. Phase Three focuses on crisis management services ranging from social media and public relations to revenue management and trade outreach to create strong awareness of the hotel and its offerings during the recovery period. Our team understands the requirement to act quickly during times of crises, and can launch successful crisis management programs inclusive of new policies and trainings in a few days’ time.