#045 - I'm In - Crisis Management

This Podcast is Sponsored by: Leonardo Hotels UK & Ireland https://www.leonardohotels.co.uk/

Host: Phil Street FIH

Guests:

Michael Voigt (Managing Director, The Goring)

Ciara Crossan (Founder & CEO, Wedding Dates)

Artwork and Branding: Sonia Cresswell (MIH)

Music by: Leon Williams (FIH)

Episode Title: I'm In - Crisis Management

In this episode of the Institute of Hospitality Podcast, Phil dives into the world of crisis management with two hospitality leaders who have faced challenges head on. Michael Voigt from The Goring and Ciara Crossan from Wedding Dates share their personal insights on surviving, thriving, and learning through crises in hospitality. From COVID-19 to personal challenges, this conversation highlights the power of empathy, leadership, and reinvention in uncertain times.

In this episode, we discuss:

Prevention, Reaction, or Reinvention? The balance that leaders must strike in crisis management.The Importance of Empathy in Leadership How compassion and calmness can help you navigate even the toughest moments.Adapting to Crisis: The COVID Era How businesses and leaders reimagined operations to survive and thrive.The Role of Communication During a crisis, both internally with your team and externally with your guests.Resilience and Learning from Crisis What the pandemic taught us about running a sustainable and adaptable business.

Why Our Guests Said “I’m In!”

Michael: A long-time advocate of professional networking, Michael joined the IOH to further his commitment to supporting the hospitality industry, sharing experiences, and continuing to learn from his peers.

Ciara: After over a decade in the business, Ciara was drawn to the IOH for its commitment to excellence, professionalism, and a network that helped her grow both as a business owner and as a leader.

Key Moments and Quotes from the Episode:

“A crisis fundamentally affects or alters the way we do business. How we react is what we control” – Michael Voigt

“Prevention is the most powerful. But once something goes wrong, reaction is key, and empathy can go a long way in making it right” – Ciara Crossan

“In a crisis, communicate more, update more, and reassure more” – Ciara Crossan

“The best way to prepare future leaders for crises is to share experiences and mentor them. They need to understand that crises are inevitable and can be dealt with when you’ve got the right mindset” – Michael Voigt

“Sometimes the best solution to a crisis is to stay calm, take a deep breath, and then make a well-informed decision” – Ciara Crossan

Join the Conversation:

Twitter/X: @IoH_Online

Instagram: @ioh_online

LinkedIn: Institute of Hospitality

Website: https://www.instituteofhospitality.org

Tune in now for a thoughtful and actionable discussion on how to manage a crisis with resilience, empathy, and strong leadership.

We’d love your feedback! Want to share your thoughts or put yourself forward as a future guest? Contact Phil Street at phil.street@instituteofhospitality.org