Nick Brooks-Sykes Chief Executive Bath Tourism Plus

1. Nick Brooks-Sykes Chief Executive Bath Tourism Plus

2. Welcome: Weathering the Storm - Business Planning for the Future

3. Impacts on Tourism • 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

4. Developing a risk register

5. 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?

6. Training staff 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…? • Specific roles identified • All other staff • Yourself…?

7. 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

8. 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

9. 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?

10. Agenda 10.45 PR and business innovation Sally Shalam, Guardian, Conde Nast 11.15 Using social media effectively Maureen McAllister, Business Advisor 11.45 Coffee break 12.15 Maximising revenue: minimising costs – A Check List Martin Evans, The Tourism Business 1.00 Lunch 2.00 An introduction to Google Analytics Mike King, SearchStar 2.45 Getting the most from Bath Tourism Plus David Jackson 3.15 One to one advice sessions & networking Depart