Pulse : Do you have general advice on how to keep your team nimble so they can deal with anything that comes up ? RM : You want to drill down on the procedures and preparedness plans but recognize we live in a world that is constantly changing . It ’ s important that we as leaders create an environment where the team feels comfortable to speak up and empowered . So , if a unique emergency comes up or a situation they are not comfortable with , they know broadly who to go to and that they will feel supported .
Pulse : We ’ ve talked about being prepared before emergencies . What do you do after something ’ s happened ?
RM : One situation that comes to mind was my first one , a tsunami warning when I was living on Kauai . I had to be on property to physically shut down and secure the spa , but this was during a time when my parents were also visiting , so I was also trying to get them to the designated safety area in their hotel . I grew up in a landlocked state , so this was new for all of us .
You have to remember , it ’ s not just about the business . There is an emotional toll . It ’ s really important to be clear on resources available to support team members who need them following a situation . They may be scared to come to work or they may be dealing with family matters related to
Fire
Bomb Threat Angry Guest Flood
Chemical Hazard Tsunami
Harassment Complaint
Active Shooter
Medical Emergency
Employee Walkout Pandemic Supply Chain Disruption Treatment Injury Regulatory Changes Data Breach
Political Demonstrations
PR Emergency
Hazardous Weather
34 PULSE n JULY / AUGUST 2024