Marketing Induction.

Crisis PR - Process
• In the event of an incident, hotels follow their crisis escalation policy and the RVP/regional team
are responsible for either notifying the PR Crisis Team, or directing the hotel to do so
• In the event of direct contact from media, or attention on social media, hotels are guided to not
pass comment or respond to questions in the first instance. Instead they should;
• Be polite and calm
• Request the details and the journalists’ name, publication/media outlet, email address and telephone
number.
• Inform the journalist that someone from the Press Office will be back in touch with them with a
response, as soon as possible.
• Inform the Interstate Europe Hotels & Resorts PR team and giving full details of incident, nature of
media query and journalist details
• Inform social media agency of issue as required