How Hotels Bounce Back From the Unexpected

In this episode of Inside Restoration & Recovery, host Martha Lewis sits down with Josh Creznic, Director of Hospitality Services at BMS CAT, to unpack the unique challenges and critical priorities in hotel restoration.

With over two decades of experience in hospitality—spanning major brands like Marriott and Wyndham—Josh brings deep insight into how restoration teams can best support hotels during disasters. Now at BMS CAT, he uses that experience to bridge the gap between urgent restoration needs and the demands of a 24/7 guest experience.

Josh shares a real-world case of a pipe burst in a high-profile hotel where BMS CAT’s fast response and strategic coordination helped restore flooded floors while minimizing disruption. That meant walking the property with leadership, developing a custom plan, and helping them get “heads in beds” as quickly as possible.

From hurricanes to everyday emergencies, Josh emphasizes the importance of preparation. He encourages hotels and general managers to partner with restoration providers before disaster strikes—walking the property together, identifying vulnerabilities, and building a plan that works in practice, not just on paper.

Throughout the episode, he underlines the importance of professionalism, communication, and respect for the guest experience. “We’re an extension of their brand,” he explains. “Even holding the door for a guest matters.”

This conversation is a must-listen for anyone in the hospitality industry seeking to improve their emergency response strategy, minimize business interruption, and maintain guest satisfaction—even during a crisis.

Follow Along for More Conversations and Insights from the Field.