Communicating in times of Emergency
The recent bush fire emergency across Australia has proven that social media is a valuable communication tool in times of crisis.
Guests, family, friends and colleagues are all worried about your guests, your park and, of course, their holiday reservations. That worry can quickly and easily turn into anger if not handled in a clear, calm and informative manner. Keeping your incoming guests reasonably up to date on the situation with a short Facebook or Instagram post stating the current park/area status or that you're not accepting arrivals during a certain period, etc. will help. These posts need to be straight to the point i.e. ditch the images, and include links to relevant emergency service sites. Letting guests and potential guests know you're doing your best and will get back to them as soon as you can, will help them keep calm. The trick is to make sure you do get back to them as soon as possible.
A quick phone call or text to the MOM team with a situation update can take that load off you. During the period from New Years Eve to 4 January 2020 we shared numerous updates, monitored social channels continually and replied when necessary on behalf of multiple properties impacted by the bush fires, allowing them to focus on in house guests, residents and staff and ensuring the safety of everyone.
Our "schedule of services" does not apply in times of crisis so please reach out anytime you need assistance from the MOM team.