This episode features Liam Brown, Elevate’s CEO and Chairman, and Nicolette Henfrey, EVP, General Counsel and Company Secretary of the Intercontinental Hotels Group. Nicolette reflects on how IHG, a global hospitality company, managed rolling closures and the regulatory requirements for reopening. She talks about the New Normal and how IHG ensures their teams have the energy for the Next Normal.

Nicolette joined IHG in 2001, her role includes overseeing the IHG approach to corporate governance, risk management, insurance, regulatory compliance, internal audit, legal, and hotel standards.

In this episode, Nicolette explains that how the right balance between human interests and responsiveness is vital for business during a crisis. IHG has the benefit of, a crisis management response team that is decisive in it’s course of action. Nicolette, describes how they navigated working within different countries adhering to worldwide shutdown management plans and regulations. She notes that – maintaining one's motivational level and clear communication helps prioritize while working at an unsustainable pace.

Nicolette said – “Don’t do things that you don’t need to do. Work on your priorities”- resilience, trusting your judgment, and collective wisdom helped IHG to get through to where they are today.

Liam and Nicolette agree that the introduction of Recharge days can increase self-awareness.

We covered a lot about how IHG dealing with the crisis; click on the links below to listen:

•  [01:47] - A lawyer trains to deal with Uncertainty.
• [02:33] – The totality of response requires getting the balance right.
• [04:01] - Decisiveness is Critical – how IHG refreshed crisis management tools.
• [05:16] - Nicolette explains how their strategies changed due to changing priorities.
• [08:10] - People need to be extremely flexible to adapt to the New-Normal – How is IHG ensuring that well-being is at the core of workforce resilience?
• [10:48] - IHG introduced Recharge days for managing energy.
• [13:47] - When you don’t have a playbook – trust your judgment – there is no right or wrong.
• [15:41] - IHG Global approach includes a degree of regional nuance and flexibility.
• [19:41] - Strong Teamwork is needed to progress through the different phases of the COVID-19 pandemic.
• [20:36] - Defining your goals & principles can help during uncertain times.
• [23:47] - “Leadership in tough times requires…”

Enjoy!