A Leadership Superpower: Staying Calm in a Crisis

The day started like any other day. I gave the housekeepers their room assignments to clean and sent them upstairs to get to work. I walked through the laundry to check that the machines were humming along. I toured the hotel for any areas that needed attention. And I went back to my office to review the budget and finish writing the next schedule.

My head was glued to the numbers when out of the blue… "I need a housekeeping manager!  Come in Housekeeping!”, her voice screamed through the radio. “Go for Housekeeping,” I replied. "Come to Room 302, NOW!" No explanation, just sheer panic that she needed help. My mind raced through the possibilities of why the housekeeper was terrified and what I would walk into, as I raced to the elevator.  What happened in room 302 that couldn't wait?

I knocked gently on the door and slowly pushed it open, so that I didn't startle Lydia any more than she already was. I found her in the bathroom, huddled in the corner, speechless. I scanned the room and blood covered the toilet and the tub. I lightly touched Lydia's shoulder and she looked up with her bloodshot eyes, tear-streaked face.

What happened in this room? My mind raced. My pulse quickened. My breath shortened.

I lifted Lydia off the floor and hugged her. The tears streamed again. As I led her into the bedroom to the easy chair, my eyes lit upon the sheets. They too were covered in blood.

Something awful had happened and I had a lot of things to take care of. I had the employees to think about, the guests to think about, and a room to clean up. I took slow, methodical breaths as my mind cleared and I prioritized what to do next. I took out my notepad and pen (one of the first things that I learned in hospitality was to ALWAYS carry a pen and notepad) and wrote out a list that would help me remember what to do as my mind raced:

• Employees

  • Call Security

  • Communication

  • Safety

• Guests

  • Communication

  • Safety

• Room

  • Clean up safely

First, I called the Security team. Had they heard about anything happening in Room 302? Did they know if everyone involved was okay? Yes, the guest had a medical emergency and an ambulance had picked them up and taken them to the hospital.  I was thankful that others were aware and help was in motion.

Was there a commotion in the lobby? Were other guests concerned? No commotion. One other guest in the lobby and they were fine.

On to the employees. What had they heard? Was the rumor mill starting up? Everyone on our radio channel had heard Lydia's panicked screech. How were they reacting? I checked in with the other managers on duty and they said all was fine. They'd calmed their employees and everyone was getting back to work.

I turned my attention to Lydia. I sat with her and listened, while doing my best to comfort her. I told her the guest had been taken to the hospital and we could check on her later.

Lydia sniffled, wiped her tears, and asked if I would help her clean the room. With everything she'd seen, that was her concern. My heart melted. She said she wanted to make it spotless and welcoming for the guest when she returned. What care! What hear!  Lydia was a true gem.

Having recently completed a Bloodborne Pathogens training, I knew exactly what we needed. I collected the Personal Protective Equipment, cleaning solutions, buckets, disposable mop heads, and biohazard bags.

Lydia and I donned the PPE and got to work. She suggested we play her favorite music to lighten the mood — great idea. As we jammed along, we stripped the bed and bagged the linens. She made the bed. I tackled the bathroom. I mixed the cleaning solution and sprayed every surface — tiles, sink, counter, toilet, tub. Not one square inch left dry.

As I scrubbed, my mind went back to my list. After the room, what was left?

Writing out my to-do list for this particular crisis helped guide me. 

My heart was pounding, my mind was racing, and someone was looking at me to have the answers.  Writing that list gave me time to think, helped organize my thoughts, and settle myself down so I could act. 

As a business owner or manager, you're going to have days like this. You start the day one way and then something throws it sideways. An employee calls out. A customer's order is delayed. A medical emergency arises. Anything can and will happen.  Knowing how to handle it can save the day.

Remain calm. Easier said than done, I know. Box breathing helps me. Inhale for a count of four. Hold for four. Exhale for four. Hold for four. Repeat four times. It takes less than two minutes and it works.

Make a list. Write down what needs to happen right now and put it in order of priority. 

Staff

What do your employees need in this moment? Information, reassurance, or direction, usually all three.  Communicate clearly and calmly, even if you don't have all the answers yet. Tell them what you know, what you're doing about it, and when you'll update them again. The rumor mill starts the moment people feel left in the dark.

Equipment

What systems, equipment, or technology need to keep running.  What needs to be paused? A disruption in one area can cascade fast if the machinery of the business isn't accounted for. Identify what needs attention before it becomes a second emergency.

Resources

What supplies or resources does this situation require? Do you have what you need on hand, or do you need to source something quickly? In my case it was PPE and biohazard bags. In yours it might be something different.  The question is the same: what do you need, how much do you need, and do you have it?

Processes

How are you going to get through this, step by step? Don't try to solve everything at once. Work your list. Check things off. Trust the systems you've built, because a crisis is not the time to improvise from scratch.

The day in Room 302 ended with a spotless room, a calmer housekeeper, and a guest who would return to fresh linens and a welcoming space. Lydia went above and beyond that day.  She also reminded me of the care and concern we can show for each other. 

When you stay calm, make your list, and work through it methodically, you help maintain a sense of calm and provide the answers to get through anything.