As part of an education panel at a recent TBMA conference, Eric Cohen, Vice President of Getaways Resort Management provided insights on disaster preparedness ─ based on two decades of experience with challenges ranging from wildfires in California to hurricanes on the East Coast. The following is a summary of the presentation:
Photo Credit: Tim Mossholder on Unsplash
Types of Natural Disasters
Understanding the nature of natural disasters is fundamental. They fall into two primary categories: those you can anticipate, such as hurricanes, and those that strike unexpectedly, like earthquakes or active shooter situations. Developing a comprehensive plan for each scenario is paramount to effectively safeguarding your property, staff, and guests.
Onsite Leadership and Communication
In the event of a disaster, having onsite leadership is critical. Your general manager should serve as the quarterback, orchestrating response efforts. Effective communication is the linchpin, ensuring that everyone is aware of the plan and their roles. From staff to guests, a calm and informed approach is key to preventing panic.
Importance of Having a Plan
A well-thought-out plan is the cornerstone of disaster preparedness. Everyone, from general managers to housekeepers, must be familiar with the playbook. Ensuring your team has access to a printed and easily accessible plan guarantees a prompt and efficient response in times of crisis. Without a plan, failure is almost inevitable.
Property Preparation
Knowing your resort inside out is essential for effective disaster preparation. This involves securing doors and windows, bringing in patio furniture, and identifying potential leak points. Maintaining a list of vendors, understanding gas and water shut-off points, and ensuring your maintenance team is well-versed in these procedures contribute to comprehensive property readiness.
Owner Cooperation and Evacuation
Challenges Educating owners about the importance of cooperation during evacuations is vital. Implement proactive measures such as agreements during check-in to streamline the evacuation process. Recognize that some owners may resist leaving, and crafting a persuasive communication strategy is key to ensuring their safety without compromising overall evacuation efforts.
Communicating with Guests and Owners
Disseminating information efficiently is vital, especially when dealing with concerned guests and owners. Utilizing platforms like social media, text messages, and email campaigns can streamline communication. Establishing a central source, such as a Facebook page, allows owners to stay informed without inundating your phone lines during a crisis.
Evacuation Challenges
Evacuating a property during a disaster, especially when guests are reluctant to leave, presents unique challenges. Employing creative measures, such as requiring disclaimers acknowledging the risk or highlighting potential liabilities, can encourage cooperation. Communication, including door-to-door interactions, becomes essential in persuading guests to prioritize their safety.
Dealing with Storm Chasers
Beware of opportunistic vendors or “storm chasers” who arrive in the aftermath, promising swift solutions. While they may seem like a quick fix, their commitment might be short-lived. Do due diligence, check references, and ensure that their services align with your long-term recovery goals.
Business Continuity
A seamless transition during a disaster is critical for business continuity. Utilizing technologies like voice-over-IP phone systems allows for flexible call routing, ensuring that even if your local office is inaccessible, calls can be directed to a centralized location. Similarly, cloud-based property management systems enable remote access, keeping essential information accessible.
Insurance Preparedness
Having insurance paperwork readily available and stored securely in the cloud is as vital as vendor information. Know your deductibles, coverage, and be aware of the claims process. Being well-versed in your insurance details ensures a smoother post-disaster recovery process.
Utilizing Texting Platforms for Communication
Incorporating texting platforms into your communication strategy can be highly effective during emergencies. It allows for quick and direct communication with owners and guests in-house. This real-time communication method ensures that crucial information reaches individuals promptly, enhancing overall responsiveness.
Continuous Improvement
Disaster preparedness plans are never complete; they evolve with each experience. Conducting post-disaster reviews or “autopsies” is crucial. Evaluate what worked well, what fell short, and use these insights to enhance your plan continuously. Learning from each crisis is fundamental for ongoing resilience.
Coordination with Partnerships
Collaboration with exchange partners and online travel agencies (OTAs) is crucial. These channels serve as conduits for guests, and keeping them informed about the situation ensures a coordinated response. Clearly communicating your timeline and plans helps manage expectations for both guests and partners.
Vendor and Contact Information
Beyond the initial disaster response, having comprehensive vendor information is essential. Know who to contact for septic system issues, roofing concerns, or any other critical services. Ensure this information is accessible, not confined to an office that might be inaccessible during a crisis. Timely communication with vendors is crucial as they tend to get overwhelmed post-disaster.
Outreach and Alternate Revenue Streams
During disasters, consider the potential for alternate revenue streams. If your property remains unaffected while others are facing crises, there may be an opportunity to provide lodging for displaced individuals or construction workers. This can be both altruistic and financially beneficial, contributing to overall property resilience.
Separate Reserve for Deductibles
Consider establishing a separate reserve specifically designated for deductibles. This reserve ensures that funds are readily available to cover insurance deductibles without impacting other operational aspects. It’s a strategic financial measure to facilitate a swift recovery.
Post-Disaster Documentation
After the storm or crisis passes, thorough documentation is key. Take photographs and videos of the property immediately, both before and after the event. Create a shared drive or folder to organize all documentation, making it easier to reference later. This not only aids in insurance claims but also facilitates effective communication with owners and stakeholders.
Key Takeaways
In conclusion, a proactive and well-documented disaster preparedness plan is indispensable for the safety of your property, staff, and guests. By incorporating these strategies, you can navigate through unforeseen challenges with resilience and efficiency. Stay prepared, stay safe.
About Getaways Resort Management
At GetAways, we focus on the needs and value proposition of your resort. Our unwavering commitment revolves around delivering unparalleled service to our valued resort partners. Our primary goal is to elevate top-line revenue while mitigating vacancies and under-bookings.
Through a comprehensive array of owner services and strategic marketing initiatives, we not only enhance the value of your resort but also empower owners with flexibility and diverse booking options for their upcoming vacations.
For more information contact: Eric Cohen, Regional Vice President of Resort Operations
Getaways Resort Management, ecohen@getawaysresorts.com, (252) 423-1807 (c)
getawaysresorts.com