In this episode of the Suite Spot, we continue sharing helpful insights and tips to help hoteliers combat the unprecedented COVID-19 crisis. Host Ryan Embree is joined by Travel Media Group’s Director of Marketing, Anne Sandoval, to discuss 5 Strategies of Crisis Response. Anne, who studied crisis management and has a graduate certificate in corporate communication, talks us through each component of crisis response. Ryan and Anne then apply these crisis response strategies to the hotel industry. They share insightful statistics surrounding these strategies and give some specific examples of how they can be implemented at a property level. These 5 crisis response components – responsiveness, transparency, accountability, consistency, and action – build the foundation of an effective game plan for managing this global emergency. If you are looking for more information on the hotel industry and coronavirus visit Travel Media Group’s COVID-19 hotel marketing resource center online or reach out to us by phone or text at 407-984-7455. Episode Transcript Our podcast is produced as an audio resource. Transcripts are generated using speech recognition software and human editing and may contain errors. Before republishing quotes, we ask that you reference the audio. Ryan Embree: Welcome to Suite Spot where hoteliers check-in and we check out what's trending in hotel marketing. I'm your host, Ryan Embree. Hello everyone and welcome to another episode of the Suite Spot. This is your host Ryan Embree recording remotely again during this COVID-19 crisis. And with me today we have another frequent guest of the Suite Spot, also recording remotely for the first time, Anne Sandoval. So Anne, I know you've been with us a couple times, definitely a different location than when we are usually recording, but want to welcome you to the Suite Spot. Anne Sandoval: Hey Ryan, thanks for having me. I definitely prefer when we are able to record face to face, but I'm glad this is working out. It's awesome. I'm so happy to be here, once again. Ryan Embree: Absolutely, feeling very thankful that we're able to give all of our listeners content, insights, and education on the current ongoing COVID-19 crisis today. We've got a really great episode that I think is going to be very relevant to what's going on and best practices and tips on how hoteliers can implement ways to handle this COVID -19 crisis that really we've never been through before. So Anne, is not only our Director of Marketing at Travel Media Group, but has studied at the University of Central Florida with a master's in mass communication and a certificate of corporate communication and has studied crisis management. So I thought no better person to bring on with us today to talk about some of the components and strategies of crisis response than Anne. And what we're going to do today, in this episode, is we're actually going to go through the five components or strategies of crisis response. We're going to go through each one, we're going to talk to them from a high level of how these tips and strategies would work just overall, and then we're really gonna drill down into the hotel industry and how we can apply that to the hotel that you may be managing during this crisis today. So let's go ahead and get started with the first tip. Anne Sandoval: Of course, yeah. Thanks Ryan for that introduction. So the first component of crisis response that's important to talk about is responsiveness. And the reason I'm going to mention it first is because it's so time sensitive. Some industry experts say that you have just 15 minutes to respond when a crisis occurs. And you might be thinking, "Why is that, 15 minutes sounds almost unreasonably fast?" But the reason is because now information is shared 24/7/365 and consumer expectations are higher than ever. If it's a small crisis, like a negative tweet about your business, it might seem a little more reasonable to respond...