Disaster Recovery: After the Storm
Fall 2011
Housekeeping Management
If you prepared well before the storm, you will have the personnel, equipment, and supplies to respond to the needs of the resort and guests in the aftermath. In any case, the safety of the staff and guests is the top priority.
After the storm, quickly confirm the safety of your staff who stayed on site, determine the condition of equipment and supplies needed for housekeeping and clean up, and test the ability of additional staff to travel to the property. Check with the department of transportation for road conditions, and keep your staff informed. Even if the roads are traversable, some of your staff will likely be tending to damage at home.
Once you have assessed your personnel and capabilities, contact the resort manager and front desk manager for an update on the condition of the resort. Provide an overview of the condition of the housekeeping department and staff, determine if there are emergency needs, especially involving guests, then discuss your plan for recovery.
Don’t try to take care of everything all at once. You can’t. Work through levels of emergency and priority. Lead your staff with clarity. Communicate often with front desk management to continually respond to priority changes, manage expectations, and report emergency maintenance needs.
Assess damages for insurance purposes. If the property is without power or internet connections, determine how to handle the payroll/staffing/administrative side of housekeeping. Go to great lengths to be sure your faithful staff is paid on time.
After all is done, evaluate the effectiveness of the preparation and recovery with your resort manager, then refine your plan in the event of recurrence.
