The modern-day business travel and global mobility landscape is operating in arguably one of the most volatile market conditions our industry has ever seen. In recent years alone, industry stakeholders have been forced to pivot and fast as we grapple with unprecedented events including geopolitical unrest, a rise in cyberattacks, COVID-19, and natural disasters such as Typhoon Yagi and Hurricane Milton.
With the rise in global travel and extended-stay movement, corporate travelers are increasingly exposed to a wide variety of risks, making it essential for furnished apartment and corporate housing providers to prioritize the effective support of guests and clients during such events. In this blog, we'll explore the role of a corporate housing provider during a crisis, the key factors travel and mobility managers need to prioritize in the face of unpredictability, and how to ensure successful outcomes for all stakeholders.
Understanding Crisis Management in Corporate Housing
Crisis management in the furnished apartment and corporate housing sector refers to the strategies and actions taken by providers to prepare for, respond to, and recover from events that could disrupt normal operations. In times of disruption, these measures are crucial for ensuring the safety, comfort, and overall productivity of business travelers, while upholding travel manager objectives and duty of care obligations.
Below, we have outlined the key elements travel and mobility managers should look for in a corporate housing provider to maintain guest safety and business continuity during a crisis.
1. Do They Have a Tried and Tested Crisis Management Plan in Place?
A strong, strategic crisis management plan should set out the key elements a provider must consider to ensure maximum flexibility and agility in supporting guests and clients. This might include a clearly defined crisis management team with clarity on roles and responsibilities, adaptations to day-to-day processes, a stakeholder communication chain of command, and defined escalation procedures.
When evaluating a corporate housing partner, ask to see evidence of their plan in action, not just documentation, but real examples of how they have responded to past disruptions.
2. Do They Take a Proactive vs. Reactive Approach to Crisis Management?
Collaborating with a furnished apartment provider that has the right resources in place to take both a proactive and reactive approach to crisis management is essential. When selecting your accommodation partner, consider both the steps they take to anticipate and mitigate potential threats, as well as the processes and resources they have in place to respond effectively when crises occur unexpectedly.
A proactive response might include staff training, staying up to date with global news, and continuously refining a crisis management strategy based on new developments. A reactive strategy ensures teams are equipped to pivot quickly when the situation demands it.
You will also find it useful to consider how your corporate housing partner can tailor their crisis response to your specific requirements. During an emergency relocation, for example, your partner should be anticipating your needs and those of your travelers making tailored recommendations in line with what makes the most sense for their safety, whether that's in New York, Houston, or internationally.
3. How Do They Flex Their Resources to Act with Speed and Agility?
When crises unfold, they tend to do so quickly and with substantial uncertainty. Travel and mobility managers should identify how their corporate housing provider can flex their resources to mitigate this uncertainty, promote quick decision-making, and ensure the support of all affected guests and clients.
Within the furnished apartment sector, this might include the adoption of crisis-specific processes that promote agility at every step of the end-to-end booking process. This could include streamlining or bypassing slower administrative processes, cross-training teams, consolidating customer communications, adopting flexible cancellation policies, and rapidly sourcing alternative accommodations when needed.
4. How Do They Communicate with Stakeholders to Guarantee Successful Outcomes?
Effective communication is central to the successful handling of any crisis. As the link between clients and supplier partners, it is essential to work with a furnished apartment provider that has a clear communication strategy in place one capable of managing cross-communication between suppliers, clients, and guests during a fast-moving event. This might include regular status meetings, instant chat availability, traveler tracking, real-time reporting, and more.
Consider not only your corporate housing provider's approach to delivering transparent and timely updates, but also how they use communication to reduce uncertainty and promote swift, coordinated responses when new developments arise.
By maintaining a consistent flow of information, providers can help manage expectations, offer real-time solutions, and ultimately minimize the impact of the crisis on all stakeholders involved.
5. Can They Offer 24/7 Support and Local Expertise?
When crises unfold, they can do so at any time, in any place, and often without prior warning. It is essential for corporate housing providers to have the resources in place to offer support at any hour of the day or night.
Around-the-clock assistance means guests and clients can access immediate help for urgent issues whether that's emergency relocations, medical needs, local disruptions, or simply reducing the stress associated with an unexpected event.
Ask your provider how they bring an additional layer of security and guidance to your travel program through their knowledge of local resources, regulations, and potential risks. You'll also want to understand how they integrate tools like International SOS alongside their offerings to manage risk and maintain 24/7 traveler tracking and support across all locations.
Why Crisis Management is a Must for Travel and Mobility Managers
Having a robust crisis management plan is vital for both travel and mobility managers and their corporate housing providers, minimizing disruption to guest safety while ensuring seamless business continuity for all stakeholders. In times of uncertainty, ensuring that you and your service provider are well-prepared, responsive, and protective of guest wellbeing is paramount.
At SilverDoor, crisis preparedness is central to how we support our clients and their travelers. Reach out to our team today to learn more about SilverDoor's approach to crisis management and how our furnished apartment solutions can keep your people safe, supported, and productive no matter what.
