#hoteliertips

In today's digital world, your hotel's website is often the first thing potential guests see. It's more than just a simple online brochure. It acts as your all-day, every-day salesperson, concierge, and booking agent. But here's the problem: many hotel websites don't do a good job of turning visitors into paying guests. This means missing out on potential income.

The hospitality industry is one of the most sensitive to crises—be it a health pandemic, financial downturn, natural disaster, or cyber-attack. George Dfouni Hotelier, with more than 30 years of international experience, shares practical strategies to help hotel owners and managers prepare for the unexpected. His approach focuses on building systems that respond quickly and recover even stronger.

1. Build a Strong Crisis Team

Creating a reliable crisis management team is the foundation of any hotel’s preparedness. Dfouni emphasizes the importance of having members from each department—operations, housekeeping, IT, marketing, and finance—trained and ready.

Assign clear roles and responsibilities to each team member.

Conduct mock drills to practice response strategies.

Schedule regular training to ensure the team stays updated.

2. Understand the Risks

Every hotel location is vulnerable to different types of threats. It’s essential to regularly assess what could go wrong and create customized plans for each risk.

For example, a city hotel may focus on cyber security and infrastructure issues, while a resort in a coastal area might prepare for extreme weather. George Dfouni suggests performing annual risk audits and updating plans based on new trends or incidents.

3. Communicate with Clarity

Communication during a crisis can either calm the situation or make it worse. That’s why having a communication plan is non-negotiable.

Dfouni advises hotels to prepare pre-approved templates for guest alerts and press statements. Staff should be briefed regularly and understand who is authorized to speak publicly on behalf of the hotel. Social media must be monitored actively during such times.

4. Keep Operations Running

During a crisis, business operations must continue as smoothly as possible. Dfouni recommends maintaining flexible systems and backup plans.

Reduce non-essential services if needed.

Have a list of vendors who can support during supply disruptions.

Implement cloud-based tools that can be accessed remotely.

5. Make Data Work for You

In uncertain times, data helps hotel leaders make smart choices. Tracking occupancy trends, cancellations, and guest behavior gives you a real-time view of what’s happening.

George encourages hoteliers to invest in tools that analyze guest patterns and help predict future demand. This also helps in staff planning, inventory control, and revenue management.

6. Put Safety First

Guest and employee safety should be a top priority. Dfouni insists on visible hygiene protocols and transparent health policies.

Staff should be trained in safety measures and equipped with proper gear. Public areas must be sanitized regularly, and digital tools like contactless check-ins and mobile menus should be considered to limit physical interaction.

7. Strengthen Guest Relationships

Your guests will remember how your hotel handled a difficult situation. Being honest, flexible, and empathetic earns their trust.

Offer flexible cancellation and rescheduling policies.

Provide useful updates on your website and social media.

Follow up with guests after their stay to thank them and ask for feedback.

8. Learn and Improve

Every crisis teaches valuable lessons. After the event, hold a review meeting with your team. What worked? What didn’t?

Update your action plans and processes. If new tools or partnerships are needed, now is the time to invest. Dfouni believes continuous improvement is key to long-term resilience.

9. Stay Financially Prepared

George Dfouni advises hoteliers to create financial cushions wherever possible.

Keep track of essential costs and cut down unnecessary spending.

Adjust pricing based on real-time demand.

Look for alternative income options, such as extended stays or digital experiences.

10. Invest in Smart Technology

Technology can transform how hotels manage emergencies. From data security systems to guest-facing apps, Dfouni sees innovation as a must-have, not a luxury.

Install reliable cybersecurity tools to protect guest data.

Use AI-based forecasting tools for better decision-making.

Automate standard services to keep staff and guests safe.

Conclusion

George Dfouni Hotelier experience and strategies offer a strong foundation for any hotel preparing for unexpected challenges. His approach combines people, process, and technology—ensuring that hotels not only survive crises but come out stronger.