RUNNING HEAD: Las Fuentes Crisis Plan
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Crisis Management Plan: Las Fuentes
Danielle Shelton
10/3/14
RUNNING HEAD: Las Fuentes Crisis Plan
Contents
1. Introduction: Las Fuentes Crisis Communication Plan
2. Statement from Management to Employees
a. Objectives
3. Warning Signs of a Possible Crisis
4. The Media Spokesperson
a. Criteria for Selecting
b. Interview Tips
c. Trick Questions
5. Emergency Personnel
6. Key Messages
7. Evaluation of Plan Effectiveness After a Crisis
8. Methods of Communication
9. URL’s
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Introduction
Why is the plan important?
Considering all the possible issues in the food industry, it is in Las Fuentes’ best interest
to be prepared for any possible emergency that could potentially damage our establishment. Las
Fuentes has a vast amount of loyal repeat customers, we need to make sure the restaurant’s
reputation is not damaged.
What could happen if the plan is not followed?
If this crisis communication plan is not followed in the event of a crisis, the company’s
good name and reputation in the community could be damaged, which may result in a loss of
business. Because trust and reliability are important to consumers, they must feel that they can
trust that a certain problem will not reoccur and that they are safe eating at Las Fuentes Mexican
Restaurant.
Has a Crisis happened at Las Fuentes?
Fortunately, there has never been any crisis’ occur at Las Fuentes.
Statement from Management to Employees
There are many high-risk factors surrounding the food industry, making it necessary for
all food organizations to be ready for a potential crisis at any time. Our risks are heightened by
the nature of our industry. We provide authentic Mexican food in a timely manner. Because of
these dangers, it is vital that Las Fuentes employees are prepared to deal with the media and the
public quickly and efficiently in the event of a crisis.
We have worked for many years to build an impeccable reputation with the public for
providing clean, quick, and quality service and food to our customers. We trust that all
employees will keep up their outstanding work in order to protect our company from such a
crisis.
Objectives
We will make every effort to:
1.
2.
3.
4.
Initiate the crisis communications plan within 2 hours of the crisis.
Inform all emergency organizations that might be involved with the situation.
Inform all health care organizations that might be involved with the situation.
Inform the media and restaurant patrons within 4 hours of the outbreak.
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5. Keep the media and all the public’s regularly informed of updated information through
regular news briefs and updates to the company’s website.
6. Maintain honesty with the media about all known information.
7. Find the source of the problem as soon as possible.
8. Distribute our findings to the media and all publics.
9. Develop ways to alleviate future problems.
10. Implement necessary changes as soon as possible and resume business as usual.
Warning Signs of a Possible Crisis
Manmade:

Employee sexual harassment
o Warning signs of a possible crisis of sexual harassment include inappropriate
physical contact. Inappropriate language in the work place between two
employees. “Jokes” that go too far. Constant compliments and abnormal praise of
a particular employee.
o Sexual harassment is a very serious thing and we take the necessary precautions
to prevent anyone from feeling uncomfortable in the work place. There are yearly
training seminars for managers and for managers and employees about sexual
harassment in the workplace. What is acceptable behavior and what is not.

Alcohol Over Consumption
o Warning signs of over consumption of alcohol in the restaurant include, people
getting served 6-7 drinks on a regular basis. Having to call cabs for patrons on a
regular basis. Having constant complaints of people being belligerent and loud at
the bar.
o To prevent any of these warning signs from happening, we have a clear policy
stating at what point someone has consumed too much alcohol. All employees
and managers are trained on the different effects different alcohols have on people
and what a Blood Alcohol Concentration (BAC) is and how to calculate
someone’s BAC with their height and weight. And all employees are expected to
know the characteristics of someone that has had too much to drink.

Food poisoning
o Warning signs of a customer getting food poisoning include: not following the
proper food handling regulations, poor sanitation practices, and improper hand
washing.
o To prevent food poisoning we have multiple posters and bulletin boards on the
proper way to wash hands and handle food. Also all employees are trained on
how to hand food, what is correct and incorrect. Also, employees are encouraged
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to voice their opinions on if they believe someone is not following code and how
to make improvements of said practices.
Robbery
o Warning signs of a robbery include: poor security measures, lack of security
cameras, and not taking the proper precautions of keeping valuables safe
overnight.
o In attempt to prevent robbery at Las Fuentes, we have multiple cameras in the
facility including two outside, we have a security system that is displayed outside,
and more than suitable places for valuables.
Natural:

Tornado
o Warning signs of a tornado crisis include: no designated storm area, no procedure
for employees to follow should a tornado strike and structural issues.
o We can prevent a tornado crisis by making sure the designated storm area can fit
the restaurants max capacity and create clear procedures for customers and
employees to follow in the event of a tornado.
Criteria for Selecting
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The spokesperson must have the power to make decisions and be accessible throughout
the crisis.
The spokesperson must be articulate. He or she must be able to talk clearly, concisely,
and in a pleasant manner.
The spokesperson must appear rational, concerned, and empathetic during a crisis.
Multiple spokespersons, when used, must all be prepared to say the same thing.
Interview Tips
Primary Spokesperson: Gerardo Flores
Backup Spokesperson: Alfredo Flores
 Prepare for answering who, what, when, where, why and how questions.
 Focus on two or three key messages to communicate and repeat them during the
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interview.
Gather background information that may be useful during the interview.
Be aware of subjects, issues, and questions that might be brought up.
Be accessible and pleasant to reporters: show respect, and remember their names.
Avoid saying, “No comment.”
Be honest.
Remain calm, courteous, truthful, concerned, and if necessary, apologetic.
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Face the reporter, not the camera or the microphone.
Avoid jargon: speak in everyday language.
Do not speculate. Do not answer questions you don’t understand. Ask for clarification.
Be trained ahead of time, rehearsed well in advance briefed prior to responding to the
media.
Trick Questions
Reporters might bring you into s difficult situation by asking you trick questions. The following
are examples of trick questions pertaining to an over consumption crisis.
Speculative questions that begin with if:

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If the bartender wouldn’t have served the patron the last three drinks, do you think they
would be alive today?
This question is meant to make you get excited and defensive by having an undertone of
accusations. Always remain calm. The correct answer to this question would be, “I
cannot say yes or no to that question. It is extremely devastating to everyone involved
what happened to (customer’s name). What I can say is that our restaurant has a ‘no over
serving’ policy in place, whether it was followed 100% percent that night or not I don’t
know. But we are going to make sure from this point on, customer consumption will be
thoroughly monitored not just by the bartender but by management as well and that the
policy it will be strictly followed no matter what.”
Leading questions:
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You agree that the restaurant is at fault for this person’s death right?
This is another accusatory questions. The correct answer to this question is, “There are
many factors leading to (the customer’s name) accident that night, I will not be so naïve
to say that his alcohol consumption at Las Fuentes was a big part, however I do not
believe that the restaurant can take full responsibility for all the actions and decisions of
this individual that night.”
Loaded questions:
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Isn’t it true that you were aware that this particular bartender is known to over serve
patrons?
The correct answer to this question is, “No, I was not aware of that.”
Naïve questions:

What drinks does Las Fuentes serve?
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The correct answer to this questions is, “Las Fuentes has a full bar and serves a variety of
traditional alcoholic beverages as well as authentic Mexican drinks.”
False questions (containing inaccurate details that reporters want you to correct):
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The bartender was the only employee working that night, correct?
The correct answer to this questions is, “No, there were a total of six employees working
that night including one dishwasher, two cooks, a bartender, a server, and a manager.”
Know-it-all questions:
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I have all the facts, I just need to confirm a few things with you first, okay?
Silence:
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This tactic is aimed to get you to “spill your guts.”
Multiple-part questions:
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What is the maximum amount you will serve a patron, and is that regulation for
Missouri? Also, if it is, then how did this person get over served?
This is meant to confuse you and maybe make you contradict yourself. Always have a
well thought answer to a question like this before any interviews.
Jargon questions:
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Make sure to avoid using technical words that can confuse publics.
Chummy questions:
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Hey dude, off the record, why do you think this happened?
Don’t give in to the antics. When a reporter SAYS off the record some mean it, however
some most definitely do NOT.
List of Emergency Personnel
South County Police Department
3031 Telegraph Rd
St Louis, MO
(314) 892-1510
911
Mehlville Fire Department
5434 Telegraph Rd
St. Louis, MO
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Key Messages
Las Fuentes Mexican restaurant is the result of a dream to share authentic Mexican food
with Americans. It was started by three brothers Gerardo, Alfredo, and Alexandro. They came
here thirty years ago and began from the bottom, serving in other Mexican restaurants. After
countless years of hard work, they now own four successful restaurants. Their mission upon
coming to the United States was to share their wonderful culture with Americans through
cuisine, and they have accomplished just that. This plan is to help keep their success rate on track
and handle any potential issues quickly and efficiently. The Mexican race is a hardworking race,
and that is extremely apparent when you visit any of the Las Fuentes chain restaurants and
receive their speedy service and delectable food.
The following issues are potential issues that would severely devastate the restaurant’s
reputation severing the long-term connection built between the restaurant and the community.
Employee Sexual Harassment
In the event of an employee sexual harassment charge Las Fuentes would first prepare a
statement for the media. The statement would be very cut and dry and reiterate over and over
again how appalled they are about the whole situation and the measures taken to prevent this
from ever happened again.
The following key messages will be stressed in the order indicated:
1. Our biggest concern is for those affected.
2. We are sorry for what happened and we accept full responsibility for what happened.
3. We don’t know how it happened, but we are trying to find out and we’ll let you know as
soon as we know
4. We take this issue extremely serious and are taking the following measures immidately to
make sure this never happens again:
a. Adopt a strong sexual harassment policy that is clearly stated in the employee
handbook.
b. Train employees and supervisors/managers once yearly about sexual harassment
(define sexual harassment, how to identify it, and complaint procedures).
c. Always have a risk-free way for sexual harassment to be reported.
Alcohol Over Consumption
In the event of a fatality due to over consumption from Las Fuentes’ bar, we would take
immediate action by questioning the bartender, employees and patrons who witnessed the over
consumption, this would determine whether or not Las Fuentes would back it’s bartender or hold
them accountable. A public statement would be prepared by the owner for the media reiterating
the following key messages:
1. Our biggest concern is for those affected.
2. We are sorry for what happened and we accept full responsibility for what happened.
3. We don’t know how it happened, but we are trying to find out and we’ll let you know as
soon as we know
4. We take this issue very seriously and are taking the following measures immediately to
make sure this never happens again:
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a. Create clear policy stating at what point someone has consumed too much alcohol
b. Train all employees and managers on the different effects different alcohols have
on people
c. Train employees on Blood Alcohol Concentration (BAC) and how to calculate
someone’s BAC with their height and weight
d. Train all employees and managers the characteristics of someone that has had too
much to drink
e. Clear procedure to implement if someone has had too much to drink
i. Inform patron of over consumption policy
ii. Take keys
iii. Call cab
iv. Call police
Las Fuentes would remain as transparent as possible during the investigation of the
restaurant answering as many questions as possible.
Food Poisoning
In the event of a death by food poisoning case at Las Fuentes, the first priority of the
restaurant is the safety of the customers. An immediate alert would be administered with local
media outlets on possible food poisoning on X date, encouraging the necessary precautions to be
taken. A warning would be given, including the victim’s symptoms, in effort to keep customers
safe and aware. There would also be a public apology administered to the community and most
importantly the victim’s family. A public statement would be prepared by the owner for the
media reiterating the following key messages:
1. Our biggest concern is for those affected.
2. We are sorry for what happened and we accept full responsibility for what happened.
3. We don’t know how it happened, but we are trying to find out and we’ll let you know as
soon as we know
4. We take this issue very seriously and are taking the following measures immediately to
make sure this never happens again:
a. Re-implement clear policies about food preparation and proper sanitation
practices.
b. Train all employees how food prepared correctly should look and taste.
c. Make sure every employee has their food-handling permit.
Robbery
In the event of a robbery during business hours, Las Fuentes would first state how happy they
were that no one was hurt and that it could have been much worse. The owner would make a
statement reiterating exactly what went down. A public statement would be prepared by the
owner for the media reiterating the following key messages:
1. Our biggest concern is for those affected.
2. We are sorry for what happened and we accept full responsibility for what happened.
3. We don’t know how it happened, but we are trying to find out and we’ll let you know
as soon as we know
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4. We take this issue very seriously and are taking the following measures immediately
to make sure this never happens again:
a. Have reliable security systems in place.
b. Have signs that state the facility is constantly under surveillance.
c. Train employees on what to do if a robbery ever took place during business
hours.
We want all Las Fuentes patrons to have a peace of mind upon entering the facility and
will stop at nothing to re-instill that peace of mind back in to our customers.
Tornado
In the event of a tornado that hit the restaurant that took peoples’ lives, Las Fuentes would
prepare a statement about what exactly happened and how people were injured and killed. The
current tornado procedure will be evaluated and tweeked to ensure the safety of employees and
customers. A public statement would be prepared by the owner for the media reiterating the
following key messages:
1. Our biggest concern is for those affected.
2. We are sorry for what happened and we accept full responsibility for what happened.
3. We don’t know how it happened, but we are trying to find out and we’ll let you know
as soon as we know.
4. We take this issue very seriously and are taking the following measures immediately
to make sure this never happens again:
a. Designate a safe area that can accommodate the restaurants max capacity.
b. Have back-up generators.
c. Procedures that all employees should know if a tornado ever strikes.
Evaluation of Plan Effectiveness after a Crisis
After a crisis, the following steps will be taken to ensure that Las Fuentes Mexican restaurant is
better prepared for the future. The purpose of this evaluations is to see what we did right and
what we did wrong. It covers media relations, community relations, and employee and supervisor
performance. Evaluating all aspects of the crisis will better prepare us should we ever encounter
another crisis.
Media Relations:
Review the media’s coverage during the crisis. Were there areas during the crisis that we
received more positive coverage of the restaurant? Would we have better coverage if we spent
more time building strong media relationships prior to the crisis?
Community Relations:
Did the community act favorably to how we handled the crisis? If not, what can we do to repair
our community relations and our reputation? How can we make our community relations
stronger, so it can survive another potential crisis?
Employees and Supervisors:
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Did all employees and supervisors stick to the scripts they were supposed to say if confronted by
media? Did all employees do as they were asked, when they were asked during the crisis?
Methods of Communication
In the event of a crisis, the following publics shall be contacted in the manner indicated in the
chart.
Public
Telephone
Email
Owners
Employees
Electronic Media
Daily Newspapers
Suppliers
Community
Leaders
Those Affected
Consumers
x
x
x
x
x
x
Fax
Letter
by
mail
News
Release
x
x
x
x
URL’s
Blood Alcohol Consumption
http://oade.nd.edu/educate-yourself-alcohol/blood-alcohol-concentration/
What is it?
How to calculate it?
Food Handling Training and testing
http://www.mofoodhandlers.com/
Personal Social
Visit
Media
x
x
x
NewsLetter
x
x
x
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Food Poisoning
http://www.mayoclinic.org/diseases-conditions/food-poisoning/basics/symptoms/con-20031705
How to identify it?
Symptoms?
When to go see a doctor?