Crisis Planning, Training and Response for Kempinski Hotels

Kempinski, the world’s oldest hospitality group, engaged us to review and improve their ability to respond to crisis situations across its portfolio of more than 100 luxury hotels and resorts. Together with Ketchum, we developed a global programme which included local manuals for each property; and training for the executive team, all hotel GMs and PR staff. Training workshops have been conducted in Abu Dhabi, Bangkok, Beijing, Berlin and Vienna. We have also responded to multiple reputation challenges and customer services issue, including the infamous “toilet brush” viral video in China in December 2017, which generated hundreds of media articles and online conversations.