Zhilan was urged by Zhang Xianyu's urging call at four o'clock in the morning, and she didn't bother to ask for specific details, so she rushed to the hotel after getting dressed! On the road, Zhilan could only use Bluetooth headsets to learn about the incident while driving.

It turned out that at about half past eleven o'clock last night, there were two guests who asked for accommodation, but because there were many individual guests yesterday, plus a large group, the hotel has no remaining space, this is the real state of the hotel, but the two travelers said that they had booked online, and it was a successful reservation, after the hotel staff inquiry, but did not find the passenger information, so the two sides were deadlocked, and when the hotel staff informed the situation and said that the hotel now has no room to check in, the two were even more scolding to the staff, Helplessly, the hotel security guard came forward to expel the two of them from the hotel, probably acting rudely, causing the two sides to fight.

After the incident, the two fed back the matter to the hotel management, and under the infinite apology of Mr. Zhang, the other party did not call the police for the time being, but hoped that the hotel would give a solution as soon as possible. The worst part is that I don't know who uploaded the video to the major portals, and the comments were one-sided, all accusing the hotel of not being humane enough and not respecting the human rights of guests...... In short, the words are tricky and vicious, and the hotel Lijing Hotel is in crisis in an instant!

The atmosphere in the conference room was solemn, no one expressed their opinions, and although everyone had their own ideas about this incident, they were all waiting for the public relations department to come up with ideas. At this time, the public relations department is not available, so what are you waiting for?

"Speak!" Zhang Xianyu also lost his sense of proportion for a while, and panicked! The crisis of the hotel already annoyed him, but seeing the high-level management so shuffled and inactive made him even more angry.

Zhilan quickly wrote something in the notebook, and when Zhang Xianyu was about to be angry, she got up and said, "Our public relations department has already given a solution. ”

When Zhang Xianyu heard this, he was overjoyed. It's about to dawn, maybe the reporter has blocked the door, and now the Internet is already overwhelming news, coupled with the one-sided commentary, has made the hotel very passive, if it is recruiting reporters, it will be an unprecedented blow to the hotel.

"Speak quickly!"

Zhilan got up: "Now our top priority is how to solve this crisis, so now is not the time to investigate who is right and who is wrong, the outside world naturally thinks that the guests are vulnerable, and our security personnel have indeed done inappropriate actions to the guests, and our senior management has not given a solution at the first time, these are our disadvantages." ”

"Therefore, my public relations plan has the following three points: First, the high-level representatives will come forward to sincerely apologize to the guests and make repentance. 2. The management is committed to revising the hotel's staff training plan. 3. We can do a live broadcast through the existing media means to show our consultation process with the guests in front of the public to show our attention! ”

Zhang Xianyu was relieved, and if this crisis can be successfully passed, he will have to consider the move of a major change of high-level personnel.

"I agree with Director Mo's plan, and the top priority now is to turn around the corporate image and minimize the negative impact of this incident. What do you think? ”

Others applauded.

"That's it, as for the high-level representatives, I think it's up to me to come forward! Director Mo, after the meeting is dismissed, you go to contact the reporter and notify the hotel network operation department to get ready! By the way, I will add one more article, prepare this public relations copy, and roll it out on major portals, WeChat public accounts, as well as our official website and even mainstream media, to show our sincerity! Zhang Xianyu looked at Zhilan and found that she was recording one by one, which he was very pleased with, "I hope everyone will work together to help the hotel survive this crisis, Zhang Xianyu is here to thank you!" He bowed deeply to sit down again, and walked out of the room!