Read the entire transcript of Mr. Regan’s testimony. Mr.
Regan emphasizes throughout his presentation that the keys to successful crisis
management are planning, leadership, teamwork, and communication.
a. Describe how these four components were evident throughout
the description of how Starwood managed the crisis caused by Hurricane Katrina.
b. What lessons can hotel managers learned from his
c. Lead a class discussion on the importance of training
staff for crisis situations, whether they are the result of a severe storm,
earthquake, terrorist activity, or fire.