Helping a Hospitality Business Manage a Crisis and Execute a Sale

Challenge:

A West Coast hospitality company anticipated a highly disruptive outside announcement that could damage its brand, unsettle customers, and trigger scrutiny from regulators. Leadership needed a proactive plan to manage stakeholder and customer communications and maintain trust.

Strategy:

Fitler Square Strategies partnered with company leadership to develop a comprehensive crisis communications framework. We reviewed the company’s history, community relationships, and operational vulnerabilities to tailor messaging that aligned with its values and reputation.

Execution:

• Crafted holding statements and pre-approved media responses for multiple potential scenarios.

• Conducted message training with executives to ensure unified and confident communication.

• Built an internal escalation protocol to coordinate rapid response.

Results:

• The company was fully prepared when the outside announcement broke, responding swiftly and consistently.

• Owners were able to execute a sale after the successful crisis management kept the business viable and helped return it to regular operations.