Leadership in a Crisis

 There are many different things that a crisis will test. For instance, the speed with which you can act to respond. Obviously, that power rests with the leader/s in an organisation or nation/state.

Second, getting advice from the right people. If the leader has no expertise in a given matter (and he/she can't possibly be an expert in everything, by definition), he must know who the expert is, and get them on board on his side.

Some anticipation of what different options will result in. A cause and effect prediction-not just one, but for at least 3-4 options. Typically what we do in a case analysis pioneered by Harvard University, and now copied worldwide. Except that it's more complicated in a crisis. Multiple actions may be needed on many fronts.

Another option is using simulation, where multiple scenarios instead of only a few, can be used for scenario-building, with consequences that can be debated. Any scenario can be tackled if you know it's probability. It keeps you much better prepared.

Firmness or decisiveness once the discussions are over and done with, willingness to try one option out, while keeping your mind open if anything unexpected happens, are some other desirable qualities.

Yes, this second wave of COVID is what inspired this post. No blame game, but an academic point of view.

Customer Service in Hospitality

I admit it's tough getting everything right in customer service. But the idea is to try. These are some instances at a hotel chain (reputed) that offer scope for improvement.

The hotel has a room key card that is used in the lift to access the floor that you stay on. The problem is, the card is not read easily, and several attempts have to be made to get the lift to start. Easily solveable, in my view..get a better reader. Since you have to do this several times a day, it's frustrating.

Another level of service is expected from this kind of a brand. We were corporate clients on a business, and our business was at another floor (not where we stayed). But the card did not give automatic access to that floor, even though the hotel knew what we were there for, and where we would have to go. And when this was pointed out, the staff was not apologetic about it :) So much for reputation!

Service at the dining room was patchy, and erratic. Lots of times waiters were around, but it was difficult to get their attention. Tables were not cleared promptly, in a crowded situation.

There were instances of good service as well, particularly at the frisking at the entrance, but many more things could be better.