Safety, Staff, and Service: A Hospitality Guide to Navigating Public Demonstrations

The Reality of Public Demonstrations
In the hospitality world, we’re accustomed to preparing for many kinds of events, from conferences and weddings to storms or wildfires. But one type of event that often catches businesses off guard is the public demonstration.

Peaceful protests are a normal and important part of civic life. They can also bring unpredictability: sudden street closures, large crowds, or tense moments that impact nearby hotels and restaurants. In recent months, cities across the country, including several in Oregon, have seen more frequent public gatherings, marches, and protests. While many remain peaceful and well-coordinated, others can strain local infrastructure or escalate in ways that affect the safety of employees and guests.

For operators in walkable downtowns, tourism districts, or urban neighborhoods, the presence of a demonstration just outside your door can spark tough questions: Should we stay open? What if employees feel unsafe? What do we tell guests? How do we prepare for crowd flow or disruptions—especially when it's 95 degrees outside and folks are looking for respite?

This guide isn’t about politics…it’s about practical preparation. It's designed to help hospitality leaders and frontline staff stay calm, stay safe, and stay operational when the unexpected happens just outside their lobby or dining room window. Whether you're managing a small inn, a waterfront café, or a multi-property hotel group, having a plan in place can help protect your people, preserve your reputation, and minimize disruption.

Read on for clear, adaptable strategies you can use to prepare your business, support your team, and maintain the high level of service your guests rely on—even during times of public unrest or uncertainty.

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Section 1: Situational Awareness and Planning Ahead
The best way to manage disruption is to anticipate it early. That begins with building situational awareness into your routine.

1. Plug into Local Information Channels
Stay informed through a combination of official alerts and community-based updates. Useful sources include:

• Your city or county’s emergency alert system (usually available by text or email).
• Neighborhood or regional public access media channels  
• Social media platforms used by organizers, media outlets, and community groups.

Increasingly, platforms like TikTok, Instagram, and Twitter/X are where protest plans, crowd movements, and road closures are posted in real time. These updates can help you anticipate if and how your block might be affected.

You don’t need a dedicated team member to monitor these feeds constantly—but it helps to have a manager or trusted employee who knows what to watch for and can pass along key updates to leadership.

2. Know Your Geography of Risk
Understanding where you are in relation to likely gathering spots will help you gauge your level of exposure. Consider whether your business is near:

• Government buildings, police precincts, or courthouses
• Public parks or squares commonly used for rallies
• College campuses or large event venues
• High-traffic intersections or transportation hubs

Some areas are more likely than others to see large demonstrations—and knowing that in advance helps tailor your response plan accordingly.

3. Build a Simple Risk Matrix
Even a basic internal framework can help teams make calm, informed decisions. For example:

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This doesn’t predict outcomes, but it gives your team a shared language to guide timely decisions.

4. Make Operational Calls Early
If your location might be affected, it’s best to make operational decisions, like adjusting hours or staffing levels, as far in advance as possible. Waiting until a crowd is already forming adds stress and reduces your flexibility.

Ask yourself:

• Can we maintain normal operations without putting staff or guests in uncomfortable positions?
• Should we proactively adjust reservations or shift timelines?
• Would staying open support our team and customers—or create more risk?

Being decisive early shows professionalism and care, both internally and externally.

5. Maintain a Calm Flow of Information
Rather than assigning someone to make real-time decisions, focus on ensuring that your leadership team is well-informed. Build communication routines that allow team members to flag concerns quietly and without panic to the person who typically makes operational calls. This keeps the business grounded and responsive without overcorrecting.

Section 2: Protecting Staff and Guests
No amount of planning fully removes the stress of leading during a crisis—but having a framework for action can help you respond with clarity when time is short and stakes are high.

Demonstrations, especially when they grow unexpectedly or escalate, can create serious safety concerns and logistical barriers. Transit routes may shut down. Guests may be off-property and unreachable. Staff may be frightened or caught between competing obligations. The goal isn’t perfection…it’s prioritization.

Start with a Clear Hierarchy of Needs
When things get chaotic, decision-making should follow a basic internal order:

1. Protect your employees. No delivery, reservation, or guest recovery is worth risking a team member’s safety.
2. Support your guests. Keep them informed, calm, and as protected as possible—without putting staff in harm’s way.
3. Secure your property. Protect physical assets, especially access points and high-value areas.
4. Preserve operations. If possible, maintain service, but not at the expense of the top three.

Every operator makes judgment calls in the moment. You may need to break your own rules. What matters is that your team trusts your priorities and your guests feel cared for—even if plans change minute by minute.

Brief Your Team, And Keep the Door Open For Further Communications
If there’s time to prepare, hold a pre-shift meeting. Walk through:

• What you know (and don’t know)
• How the day’s operations may shift
• What staff should do if they feel unsafe or unsure
• Who they can contact for backup or direction

If time is limited, or things escalate suddenly, focus on open lines of communication. Staff should never feel like they have to guess what leadership wants in a crisis.

Address Commutes and Mobility Risks
Transit is often the first system to break down. If a demonstration disrupts streets, trains, or rideshare access:

• Pause before sending anyone out to “retrieve” guests or staff unless you are confident the route is clear.
• If possible, provide shuttle support or coordinate group movement, but avoid sending staff alone into uncertain areas.
• Encourage employees to use the buddy system or stay on-site until it’s safe to leave.

Every area is different. In dense, urban neighborhoods with narrow streets, what works in one city may be impossible in another. Flexibility is key.

Control Access and Calm the Space
If the building becomes a safe haven—or a target—you’ll need to control the flow of people:

• Limit access to one or two monitored entry points
• Post signs explaining temporary closures or modified hours
• Position a calm, experienced employee near the entrance to manage interactions

If crowds begin forming outside your business, guests and team members may become anxious. Create a sense of calm by keeping the space tidy, dimming lights slightly, offering water, and staying visibly composed.

Offer Water, Shade, and Support to Your Team & Guests
If your staff or guests will be outside at all, stock extra:

• Water bottles
• Sunscreen packets
• Cold towels or portable fans

In extreme heat, even five minutes outside can lead to discomfort or health issues. Think of these supplies as a hospitality-first way to show care while keeping operations running smoothly.

Support and Debrief
When it’s over, whether things escalated or passed peacefully, your team needs a moment to exhale. Hold a short debrief:

• What went well?
• What did we learn?
• What would we do differently next time?

Leadership means taking responsibility in the moment, and creating space afterward to reflect. That’s how plans get better, and trust gets built.

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When the Plan Runs Out – A Real Moment from the Field
“During the 2013 US Open of Surfing in Huntington Beach, California, a peaceful protest suddenly escalated into a riot, catching our entire team off guard. Streets closed with no warning. Transit shut down. Guests were stranded off-property with no safe way back.  We made the call to send our hotel shuttle into the chaos, driven by a staff member, to retrieve them. It was the only option…and still, years later, I question that decision. Would I do it again? Was it safe? Was it right?

The lesson from that night was this: preparation matters, but it won’t always be enough. In the moment, we rely on our instincts, our people, and our values.” - Rebecca Donley

Section 3: Physical and Operational Preparedness
When tension runs high outside your doors, preparation can’t solve everything—but it can buy you time, options, and peace of mind. This section focuses on the third and fourth levels of the hierarchy of needs: securing your property and preserving operations, without compromising safety.

1. Prepare the Physical Space
During demonstrations, especially large or unexpected ones, damage is rarely intentional—but it can happen.

Steps to consider:

• Secure loose items: Bring in patio furniture, umbrellas, signs, sandwich boards, or anything easily knocked over or stolen.
• Lock secondary entrances: Reduce access points and clearly mark alternative entrances for guests.
• Pre-plan for boarding if needed: Know how and where you’d source plywood or protective coverings in a hurry.
• Protect sensitive areas: Lock storage closets, back offices, cash drawers, or alcohol service areas that could be vulnerable during a rushed exit or unexpected intrusion.

Even if nothing happens, walking through this process helps your team feel grounded and proactive.

2. Make Digital Resilience Part of Your Plan
If staff can’t reach the property, or if service is interrupted mid-shift, a mix of digital systems and analog documentation can keep you afloat.

• Cloud-based POS and reservation systems allow you to access business data remotely.
• In a hotel setting, print periodic “downtime reports” so you know which guests are still checked in, due to arrive, and already left.
• Back up your staff contact lists and shift schedules so you can communicate quickly.

Build in redundancy—printable reservation lists or menus can bridge gaps if systems go down.

3. Expect Supply Chain Disruption
During protests or closures, deliveries may be delayed. Build in flexibility:

• Keep a 2–3 day buffer of high-demand items.
• Notify vendors of access challenges and delivery windows.
• Have a backup plan if a vendor can’t get through (e.g., early morning staff pickup).

Extreme heat can compound these problems. Consider extra cold storage and fans to protect perishables and people.

4. Maintain Operational Continuity Where You Can
Staying open can send a message of confidence and calm—but not at the expense of safety or morale.

• Consider a modified menu or limited service.
• Communicate openly with guests about any changes.
• Monitor conditions and be willing to close early if needed.

Section 4: Communicating with the Public
In moments of unrest, communication becomes as important as operations. Clear, neutral messaging helps prevent panic and builds trust.

1. Know Your Audiences
When you are communicating with:

• Staff: offer facts, reassurance, protocols
• Guests: offer safety advice, service updates, and access information
• The public: offer updates on hours and access 

2. Use Calm, Neutral Language
Avoid loaded language, political commentary, or assumptions. Stick to:

• "We are open and monitoring the situation."
• "We are closed today to ensure staff safety."
• "Expect delays due to nearby public events."

3. Anticipate Common Questions
Prepare staff for:

• Are you open?
• Is it safe?
• How do I get there?
• Is your team okay?

Consistency in answers prevents confusion.

4. Prepare Message Templates

• Front Desk: "There’s an event nearby. We’re monitoring things and happy to help with directions."
• Text or Messaging System: "Traffic may be impacted by a nearby event today. Let us know if you need assistance."
• Social Media: "A public demonstration may cause access delays. We remain open and are monitoring the situation for guest and staff safety."

5. When in Doubt, Say Less—But Thoughtfully
If the situation is unclear: "We’re aware of nearby activity and are assessing potential impacts. Safety remains our top priority. Updates will be shared as needed."

Short, measured messaging shows calm leadership.

Section 5: Conclusion – The Role of Hospitality in Civic Life
Hospitality businesses are built to welcome the public. But during unrest, that openness can feel like vulnerability. Leadership in these moments means protecting people, staying grounded, and responding with care.

We can’t predict every disruption, but we can prepare—and commit to a hierarchy of needs:

1. Protect your team
2. Support your guests
3. Secure your property
4. Maintain operations, if safe

Real-time decisions won’t always be perfect. But if they’re grounded in values, your team and guests will remember the intention.

Hospitality doesn’t mean ignoring what’s outside your doors. It means responding with grace when it shows up. With preparation and flexibility, your business can stay safe, your team steady, and your guests cared for. That’s what builds long-term trust—in your leadership, and in our industry. | Rebecca Donley, Oregon Hospitality Foundation