Nick Brooks-SykesChief ExecutiveBath Tourism Plus

Welcome: Weathering the Storm - Business Planning for the Future

• Flooding / drought related problems

• Disrupted supply chains to shops and businesses

• Increased insurance costs• Changed and damaged

landscapes• Increased pressure in

transport infrastructure• Coastal locations threatened

by sea level rise and increased erosion

• Damage to historic buildings and other heritage sites / visitor attractions

• Increased pressure on popular resorts in hot weather

Impacts on Tourism

Developing a risk register

Allocating responsibility

Who needs to be involved?• Responsibility should sit with a member of a permanent

team who can communicate with all staff, owners, senior managers and a Board (if you have one), and have excellent, systematic organisational skills.

Activity: spend a few minutes in discussion listing the ideal skills you would like your business to be able to rely on • Q 1: Do you have a suitable staff member?• Q 2: Do they need training?• Q 3: Where would you go to find out about training?

Training staff

Who…?• Specific roles

identified• All other staff• Yourself…?

What…?• Basics of extreme weather as a risk

(to avoid eg “I’m on a hill – I’m ok!”)• The number to call to identify if they should

travel to work• The media policy of the business for

inclement weather• Impact on heating/electrics – who to

contact• How to evacuate specific buildings• How to deal with disrupted guests• How to contact senior managers in an

emergency• How to contact emergency services• Pre/during/post crisis protocols• What else?

Who to tell what, and when…

Develop a communication strategy (i.e. passing the right information to the right people) and a communications (PR) protocol for the following:

• Staff and future staff• Guests and future guests• Emergency services• Insurance companies• Peer businesses• Media• Supply chain

Essential information• What is your essential information?• Where is it kept?• How is it backed up?• What are your legal responsibilities?• What do you need to keep separate to

ensure skeletal service in a crisis?

It is advisable to have an emergency kit at hand that should be:• Checked regularly • Readily available in any emergency • Equipped with insurance company and broker details including

contact names, numbers and email addresses etc…Your reference data including full company name and policy number

If you’re not sure: check with your insurance company

Managing when crisis happens

• Organising staff (briefing and safeguarding)• Notifying customers (onsite, pre-booked and regular)• Telling suppliers• Keeping records• Working with other local businesses to minimize impacts• Dealing with the media.

Who is the spokesperson? Who else needs to be trained? How can you stop an incident from becoming a crisis? And how can you use the media to your best advantage?

Agenda

10.45 PR and business innovationSally Shalam, Guardian, Conde Nast

11.15 Using social media effectivelyMaureen McAllister, Business Advisor

11.45 Coffee break

12.15 Maximising revenue: minimising costs – A Check ListMartin Evans, The Tourism Business

1.00 Lunch

2.00 An introduction to Google AnalyticsMike King, SearchStar

2.45 Getting the most from Bath Tourism Plus David Jackson

3.15 One to one advice sessions & networking Depart