Sandals Resorts
Building a crisis framework across a global hospitality portfolio
Situation Summary
Situation Summary
Sandals Resorts, the all-inclusive Caribbean resort chain, faced reputational risk due to recurring customer disputes and inconsistent incident response across its properties.
The organization required a structured, institution-wide approach to incident response – one that preserved Sandals Resorts’ commitment to guest service while establishing a clear and consistent strategy to address misinformation and customer claims with authority.
Qorvis Solution
Qorvis Solution
Qorvis designed and implemented a comprehensive crisis management framework across the Sandals Resorts portfolio to proactively manage potential incidents. We delivered crisis training programs incorporating industry best practices and lessons from recent cases, equipping property leaders with a standardized protocol for handling a range of scenarios. This ensured responses were clear, disciplined, and consistent across all locations.
The implementation of a unified crisis framework reduced the frequency and escalation of similar incidents in the media. Sandals Resorts institutionalized the framework developed by Qorvis, continuing to apply the training program as a standard annual practice across its properties – strengthening long-term resilience and protecting brand reputation.