Pulse : Have you ever had to deal with a disaster at one of your properties ? RM : I feel like I have become very skilled in crisis management over the course of my career . I ’ ve been through hurricane warnings , tsunami warnings , times when I had limited time to shut down the operation and to get both team members and guests to the appropriate place . I went through an unfortunate domestic violence situation in a couple ’ s room . I was on Maui for the fires . I used to live somewhere where bombings were an issue . I have had to learn to lead even when I am scared .

I am able to go into another world when those things are happening , be directive and supportive to guide people through it . I think one of the best things you can do as a leader in those situations is recognize that everybody handles this type of stress or trauma in a different way . Some people freeze and don ’ t know what to do . Some people become hysterical . Some people just completely shut down . And you , as the leader , need to be able to step up and provide clear direction and guide people . Pulse : You mentioned everybody responds to distress in their own way . So , if you know that you ’ re not good in those situations , maybe you need to designate somebody else to be the person pointing the way . RM : Thats a really great point . At many properties , there are individuals who are designated safety team members who help communicate those plans , help to role play and be the guide if something does happen . They are included in monthly safety committee meetings where they discuss anything from workplace related injuries to looking at safety preparedness plans .

Pulse : When you ’ re selecting someone from your team to participate in those safety meetings , what kind of qualities are you looking for ? RM : Somebody who isn ’ t afraid of stepping up to take action . I ’ ve always looked to people who are already strong leaders amongst the team who can think quickly on their feet .

— RACHAEL MCCRORY

JULY / AUGUST 2024 n PULSE 33