Terrible tragedy six years after another terrorist attack in the Jakarta Marriott hotels. It is interesting how Marriott has handled the PR response to the crisis so far, especially how it has successfully - so far - incorporated traditional and social media to keep the public informed.
With over 12,000 followers, Marriott International posts regular updates on Twitter: http://twitter.com/Marriottintl
A press release came out over the wire yesterday expressing sympathy, and measures they hotel management has taken to restore the properties and ensure guest and employee safety. While the hotels continue to remain closed, their PR departments are working in synergy to properly handle the crisis.
Given, however, that this is the second time a bombing incident has taken place at one of the two Jakarta luxury hotels, the challenge to calm the public will be very difficult to achieve. Security is always a huge issue in hotels, and one that perhaps should be discussed more openly with existing and potential guests, who spend good money to wake up safe in the morning.
From a PR perspective, Marriott is good with expressing sympathy, providing information in a timely manner, and containing the situation. However, Marriott International’s main PR and perception challenge will be to answer the myriads of questions as it pertains to hotel security the second time around, and what will be done to ensure that an incident like this won’t be repeated in another six years - or ever again.