When creating disaster preparation plans it can be incredibly complicated, not to mention time-consuming to run through potential worst-case scenarios. And while it’s crucial to truly try to envision every horrible thing that could happen, sometimes imagining it is worse than the actual event.

As you get ready to implement your panic button plan for your hotel or resort, you might want to have a few run throughs first.

 

At Relay, we’re proud that our devices connect workers and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff through connectivity with a device that alerts anyone to potential danger.

 

Learn from fire drill protocol

Many agencies offer tips on dealing with emergencies. For instance, the U.S. Fire Administration has clear instructions on how to access and share fire safety materials in hotels and motels. One of their tips includes creating handouts, with the advice to customize and share the flyer. And since most hotels understand how important it is to keep guests safe in the event of a fire, some hospitality groups have specific advice for conducting a hotel evacuation drill. What none of these organizations offer yet, is a complete tipsheet for dealing with panic button issues or mishaps.

 

How to anticipate what might go wrong with your panic button plan

Since there’s no universal information for troubleshooting your panic button plan, we came up with a list of what could go wrong and how to avoid it. This is in no way a complete list, nor is it meant to take the place of any safety protocol advice from your local law enforcement agencies.

Some worst case scenarios you might be able to avoid:

1. Staff refuse to use their panic buttons
   While properties nationwide face crowds of visitors again, staffers might feel overwhelmed by the new regulation and protocols. And let’s face it, they might simply refuse to use panic buttons.If your staff balks at the idea of keeping a panic button on them at all times, clearly explain why this is not an option. Panic buttons exist for remote staff safety. It also keeps their co-workers safe, since one person might be able to contact help for a colleague. And if they still try to refuse, you might have to set up random spot checks for panic buttons. Better yet, consider rewarding the staff who vigilantly wear and test their own panic buttons.
2. People forget to charge their panic buttons
   Some people aren’t great at keeping their devices charged, and that might affect your overall safety plan. If staffers forget to charge their panic buttons, you’ll have to set up many more areas to charge devices. That could be power strips in break rooms or even adding power banks to the tools they use daily. And consider implementing a check in a few times daily to ensure their panic buttons are charged.
3. Guests worry your property isn’t safe or that they’re being recorded
   It’s entirely possible that your guests will start to wonder about the panic buttons worn by your staff. You’ll have to preempt any safety concerns they have by adding verbiage to your in-room documentation to both reassure them that you’re simply following new state mandates. Consider wording that is matter of fact, while offering links to the state website issuing the panic button directive. You might also want to have someone on staff to answer guest questions about safety, privacy and more.
4. The worst happens
   Nobody wants to believe that a staffer might be assaulted by a guest, but it’s a sad reality. It’s also the reason the panic button mandates are being rolled out nationally. You’ll need to tap into the wisdom of either your PR team or one that handles crisis management and issue a statement to stay on top of rumors. Hopefully, the presence of a panic button means the remote staffer was able to reach help in time. If that does happen, consider framing the experience as a success story and your property’s new commitment to keeping staff and guests safe.
5. You bought the wrong system
   Maybe you spent too much or were trying to get a bargain. Or maybe you bought your panic button system and it isn’t the right fit for you and your staff. We’ve been creating ongoing content to help those in the hospitality industry navigate the confusing path to choosing the right panic button system for you and your staff.
6. Staffers forget how to use their panic buttons
   Luckily for all of this, it’s an easy fix. Set up drills, role play, weekly check-ins or anything that makes staffers comfortable with using their panic buttons.
7. Staffers are careless with their panic buttons
   This one is a bit tricky. Since your staff is required to carry panic buttons provided by you, they might end up being a bit careless at times. Consider investing in cases with bumpers and clips to keep panic buttons affixed to uniforms. And have signs in staff locker rooms reminding them to take their panic buttons out of uniforms before washing.

The Relay difference:

If you’re ready to set up your own network of panic buttons, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.

 

 

 

 

 

 

 

 

 

 

 

 

 

Q&A with Tom Kelley, President of AccessPoint Group Restaurant & Hotel Food & Beverage Consulting

 

The face of business has changed drastically in the past months, and none more obviously than the travel and hospitality industry.

Beyond the obvious changes that include panic button legislation, and hyper-vigilant cleaning and disinfecting protocols, many face the stressful challenge of smaller and potentially inexperienced staff. In some cases, there’s the added stress of hiring, vetting, and training entirely new staff. And while the summer season is off to a great start, hotel, resort, and golf club operators will be faced with operating a location with brand new rules that might even change daily.

To help us figure out what the future of active work might look like for hotel and golf operators, we asked Tom Kelley, President of AccessPoint Group Restaurant & Hotel Food & Beverage Consulting for some input as to what’s next in the hospitality industry.

 

The hospitality industry is changing. “Changes have led to a better appreciation of the importance of a solid and motivated workforce, especially in high-end and luxury properties,” Kelley said. He added that “Challenges of bringing employees back to work are less when team members feel emotionally connected and appreciated by the company.” In case you’re wondering, that’s something that should never change. Kelley offered the example of the Las Vegas Sands/Venetian where they continued to pay their employees during the pandemic.

 

The biggest change in the industry. In case you’re wondering what the the most enduring changes will be industrywide, it might not be what you anticipated.

• Sanitation overhaul: “There has been and is a change in sanitation – for the better.” Kelley said. Along with that comes more emphasis on less touching of items. Kelley said “Restaurant runners will continue using gloves.” They’ll also realize that they will need to change them often, especially after picking up used plates).
• More reliance on reservations: If you’re a last-minute play it by ear type, you’re out of luck. Moving forward, restaurants in hotels will rely more heavily and more consistently on reservations. They’ll also probably pad clean up time to keep things as sanitized as possible.
• More outside dining: Kelley predicts that restaurant companies are going to ready themselves for concept models built around all outside dining. While this will be more obvious in temperate climates, cities like NYC have already created heated outdoor dining that is probably here to stay. And it won’t be limited to restaurants, Kelley says there will be more outside everything.

The evolution of panic button legislation. When asked about personal safety devices, Kelley said it might be hard to legislate in every state immediately. “ It is evolving and may take some time.  Employee unions are leading, but, now more than ever, costs are a bigger factor.” He added that most hotels and resorts will probably “look for an innovative solution from an industry vendor in the coming year.”

At Relay, we’re proud to offer that innovative solution. Our devices connect hotel and resort staff and empower them through the use of a panic button and a completely connected cellular network. Contact us to find out how to empower your staff and clientele through connectivity with a device that alerts anyone to potential danger.

 

Accommodate your guests. Kelley said the biggest mistake hotels and golf resorts are making right now is “trying to force guests into situations guests may find uncomfortable.” Your goal in the hospitality industry is to make your guests always feel welcome. To that end, Kelley said “If your guests want to sit outside, find a way to accommodate. If they want more spacing or a table apart from others, accommodate that.”

 

Don’t rush things. While we’re all excited to get back to normal, we have to all ease our way back in. Kelley cautioned that “operators that are trying to instantly go back to packed dining rooms will only drive a good number of guests away – those who are not quite ready to go back to the old normal.

 

Don’t slack off. In case you think you can get away with providing a less than optimum experience, you can’t. Kelley said “Those operators who slack off on visible protocols around sanitation won’t win any guest loyalty – it will just be seen as not being conscious of a better way of doing things and a new normal.” And that doesn’t give you free reign to slack off on the things guests can’t see. With millions of active social media profiles that last thing you want is for a guest to broadcast your sanitation shortcuts to the world.

 

Be transparent about your dining protocols.  This is not the time to be wishy washy or coy about the way you do things at your hotel. “Hospitality establishments, especially restaurants, need to clearly state safe dining protocols on their websites and in-store,” Kelley said. Every guest will be coming to you with different needs and requirements. Make it clear before they book their stay that you can meet their needs. “Guest comfort levels are all over the place and restaurants need to continue to cater to that entire spectrum,” Kelley said. “Operators trying to recoup and cram people in, or use less staff, or visibly clean less won’t win any fans.” You won’t win any fans or repeat guests by cutting corners. “ Just do it the new right way and guests will notice operators have their/guest interest at heart and are not just chasing a quick buck.”

 

The Relay difference:

If you’re ready to set up your own network of panic buttons, look no further than Relay. Our products are affordable and efficient. Relay is an easy to deploy, flexible panic button. Best yet, it’s also an elevated communications solution, so you’re combining two critical line items into one (with better value). With Relay, you save money, setup is nonexistent, and our products offer hotel staff a practical, easy solution.