A quick checklist for a communications champion in hotels – part one

With 14 years of experience in the Hospitality Industry and having worked with a handful of market leaders and game changers, I find myself in an enviable position to impart some Gyan to those who are starting up in this fascinating industry or are wishful entrants into the world of Hospitality Public Relations.

What makes my experience so remarkable? I worked with Hyatt Regency, in the mid to late 90s, at the height of its glory when the Hyatt was singularly known to introduce exciting, never-tried-before food & beverage concepts to India:– Oasis – the rocking discotheque, TK’s – the teppanyaki oriental diner, Djinns – the first of its kind club / nightspot in India with its novel theme and concept dining & entertainment, India’s first Truffle promotion at La Piazza, Hyatt & Fashion – with its David Shilling, Ravi Bajaj shows. From late 90s to early 2000 I got onto the Oberoi bandwagon and got introduced to the epitomical concept of hoteliering. The Oberoi was and is the grand daddy of the Indian Hotel landscape. In my time with them I witnessed the launch of the Vilases in India and the opening of the Spa scene. While at The Oberoi, I conducted an Image Study and Positioning Analysis of their unit in New Delhi, organized Focus Groups for market research, brought about Graphic Consistency and Standardization of Business Communication to The Oberoi, New Delhi and became a part of the hotel team that saw the introduction of B.O.S.S – Brand Oberoi Service Standards. Then came the biggie. In 2002 I helped re-launch The Imperial in Delhi as India and Asia’s finest luxury hotel of historic relevance; wherein I got my hands dirty creating a Brand, establishing the Brand Identity and reinforcing the Brand Image. The mandate involved setting up the PR Department from scratch (yes, even the printer and the scanner), developing PR training modules, writing out an array of PR specific manuals, establishing synergies between the PR department and all the other departments – the entire nine yards. And the best part – my very small team and I did it alone, without any external help of agencies, consultancies et. al.

Additionally, while on a Cultural Ambassadorship to the United States, I enjoyed the privilege of either a professional orientation or an insider’s look at some of the finest international hotel brands – Ritz Carlton in Pasadena, L.A., The Pierre – then a Four Seasons Hotel in New York, Marriott in Washington D.C, Loews L’Enfant in Annapolis, Fairmont and Campton Place in San Francisco. Putting to use this rich body of experience, I have in the past developed and given out my Success Tips (larunadhir.blogspot.com/2009/07/three-attributes-of-success.html), my PR Mantras (larunadhir.blogspot.com/2009/07/spinning-more-than-yarn-my-pr-mantras.html) and my Golden Rules for Public Relations (larunadhir.blogspot.com/2011/04/my-golden-rules-for-public-relations.html).  Hotel PR is, obviously, different from PR in other industries. Understandably so, as the brand, its image and the product you are selling here are completely different from what is on the plate in FMCG, Diplomatic, Government, Finance, Automobile, Insurance, Health, Pharmaceuticals, Real Estate and other industries. The other places may, variedly, have elements of Investor Relations, Corporate Affairs, IPO announcements, Lobbyism and the like woven into the broad Communications or Public Relations role. Public Relations in the Hospitality industry is significantly different and specific to the industry form. With this interesting baggage, I would like to complete my Trilogy of PR Pointers and summarize the key traits that should make for a noteworthy Hotel PRO.  

]]>

To be safe and so as not to show any bias, I present my list in an alphabetical order.

ADVERTISING ACE – More often than not, the aspect of brand advertising is part of your portfolio. So, on one hand you will need to understand the need from your top boss or the Sales & Marketing Head or the Director of Food & Beverage, develop a brief and then have an interface with your advertising agency so as to convey the company’s expectation in terms of creatives and the main idea. You must, then, know all about pegs, pitches, 4 Ps of Marketing, artworks, positives, final proofs, colour separations, media buying and the annual media plan. On the other hand, you may be required to write out and develop the advertisements all by yourself. Just as I did at The Imperial. Of course, it is back-breaking work but who said Hotel PR would be a smooth ride, all fun & games, wining & dining. The huge reward – the pride and satisfaction of seeing my “The Imperial Experience” advertisements splashed in media as far and wide as The Times of India, International Herald Tribune, Condé Nast Traveller, Travel & Leisure.

AGENCY ALLY – As the Head of PR of your hotel or hotel chain, you have a host of agencies reporting to you – PR Agency, Advertising Agency, Market Research Agency, Database Agency and so on. Please understand that you are on the same page with them and are not, in any way, in competition with them. Even if they are on the other side of the fence, they are, still, your extended team members. Pool in, assimilate and bring in different talents into the common area to devise strategies, solve problems, generate solutions, ideate and co-create. BRAND BUILDER Being in Communications you are the chief custodian of the Brand. And with direct access to the media, you are the key Brand Ambassador. With all the Communication tools and PR strategies at your disposal, you are in that enviable position to build a brand and reinforce its image consistently in the minds of the relevant publics.

CAUSE CÉLÈBRE – Apologies for the offbeat pun, but at least I managed to grab your eyeballs. By virtue of your position, you end up hobnobbing with celebrities all the time – you plan events around famous artists and musicians, you lunch with a film star or dine with a famous author. Also, on account of your role, you are in that unique place, unlike most others, where you actually get to build personalities and create celebrities. Think your General Manager, Executive Chef, Spa Manager, the much awarded Head Concierge, Sommelier, Horticulture Manager; even the Chief Engineer or Head of Security at times.  But please, under no circumstances, be under the false assumption that you are a celebrity yourself. Always the king maker but never the king. Be proud of your work, unique set of skills, your remarkable contribution but do not harbour any affectations about your power and position. Sadly, I have seen Indian Hotel PR Managers have a huge attitude stemming out of their Hotel’s brand reputation and their position in the hotel and PR industry. From Rome to Paris, Kuala Lumpur and Singapore to the United States – spanning both east and west coasts, I have interacted with PR people from these regions. And they all have been polite, practical and professional. So do yourself and your official significant others a favour and drop that attitude.

CORPORATE CITIZEN – By that I mean Corporate Social Citizenship. As the PR Head of your hotel or hotel chain, the onus of Corporate Social Responsibility (CSR) lies with you. Along with the top boss, it is you who has to develop the CSR plan and budget. You need to focus on the kind of charities you think your organization should associate with in sync with its brand personality – so it could be environment, disabilities, AIDS Awareness, Slum Children, Education for the under-privileged etc. As a CSR team lead then, it is you who is responsible for the implementation of the CSR Plan. On account of your media associations, of being a spokesperson for your organisation and because of the linkages with other visible publics and their forums, you are a prominent figure in your own right. Use this privileged position to cultivate your own leaning towards personal causes and lend your support, as an individual, to the causes you espouse. At Hyatt Regency I created the Hyatt Environment Brigade along with the Training Director. At The Oberoi, I stretched out to the Walk for AIDS campaign and volunteered with the Blind Relief Society. This is to say that along with the CSR, develop a strong focus and commitment towards PSR – Personal Social Responsibility.

CRISIS CRACKERJACK – From finding a staple pin in the Crab lunch of a Food Writer, high society escorts conducting business from your hotel lobby, Restaurant Manager failing to recognize the big-headed and irrepressible Restaurant Critic, Housekeeping staff leaving dust and dusters in the suite of a renowned Hotel Reviewer to finding a depressed, Page Three figure trying to drown herself in the Presidential Suite Jacuzzi or a Celebrity TV Personality jumping off the eighth floor terrace to his untimely death – you have handled all this and more. And this wide range of situations is what makes you a Pro at handling crisis at work and being at the helm of Issues Management. Develop a Crisis Handling Program and a Crisis Management Manual during peace time and bring them to effective use in times of crises. Be astute, be quick on your toes, be accessible, communicate and be responsive (NO “no comments” line; at least as far as possible, otherwise you let the contradictory viewpoint go to print uncontested), be practical and wisely honest, bring together the key handlers on the same page, cut out grapevine as much as you can and centralize information dissemination.

**************