How Hotels Bounce Back From the Unexpected
In a discussion on Inside Restoration & Recovery, Martha Lewis and Josh Creznic from BMS CAT explore the challenges of hotel restoration. They highlight the importance of strategic planning and professional execution in minimizing disruption during emergencies.
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Key takeaways
Hotels require strategic partnerships with restoration providers to manage emergencies effectively.
Preparation, communication, and respect for guests are key in restoration efforts.
Real-world cases show the impact of swift and efficient restoration response in minimizing business interruptions.
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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.
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BMS CAT
70 years of disaster recovery expertise, from emergency response to full rebuild.
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