Crisis Communication & Media Handling

Purpose

To protect guests, staff and reputation through clear communication during a crisis.

Scope

Covers serious incidents, negative publicity and media enquiries.

Responsibility

General Manager is the sole spokesperson; HODs provide facts; Marketing prepares statements.

Detailed procedure

1. Activate the crisis team and collect verified facts.
2. Inform the owners and the relevant authorities as required.
3. Prepare a short factual statement approved by the General Manager.
4. Direct all media enquiries to the nominated spokesperson.
5. Update staff so that everyone gives the same message.
6. Review the response afterwards and record lessons.

Standards and guidelines

• Staff do not speak to the media unless authorised.
• Statements contain verified facts only.
• Guest privacy is protected.

Required records and documentation

• Crisis contact list
• Approved statement
• Post-incident review

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