Crisis Management and the Impact on the Global Hospitality and Tourism Industry

CRISIS MANAGEMENT
AND THE IMPACT ON THE
GLOBAL HOSPITALITY
AND TOURISM INDUSTRY

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................1
LO2 ................................................................................................................................................1
Communication tools and techniques tourist organization follows to effectively manage crisis
in its organization.........................................................................................................................1
LO3..................................................................................................................................................2
Theoretical approaches of crisis management in hospitality sector in practical situation. ........2
LO4..................................................................................................................................................4
Steps of 'Framework of Disaster Management............................................................................4
LO5..................................................................................................................................................6
Evaluating proactive and reactive management strategies of crisis.............................................6
LO6..................................................................................................................................................8
Consequences of effective or ineffective management of disasters in UK.................................8
CONCLUSION................................................................................................................................9
REFERENCES .............................................................................................................................11

INTRODUCTION
Crisis management in general describes measures of all types which allow a business to
cope with suddenly occurring danger or risk situation to return to normal business schedule. It
includes activities and processes which help the managers and employees to analyse and
understand different crisis situation that could occur in the organization and the best way can be
figured to deal with such situation and respond accordingly. Premier Inn is one among the
biggest hotel chain in United Kingdom (UK). It is owned by British hospitality group
Whitebread. In the case study various strategies and tools are discussed which can help the
organization communicate better to people staying in it (Aliperti,2019). The study explain how
new technologies can worktop the effects of crisis on tourism industry in the contemporary
world. Various approaches of crisis management in hospitality sector are put into conversation.
The management strategies discussion also have context to global tourism.
Crisis communication team of the hotel is diverse enough to gather and understand wide
variety of information. Tourist at hotel can be of varied types some will require in-depth
information regarding technical details while others need only high level executive summaries.
The training is accordingly given to employees of Premier Inn. Most executive focus is given to
communication and public relations by it. The study explains about consequences the company
could face when crisis management are not effective.
LO2
Communication tools and techniques tourist organization follows to effectively manage crisis in
its organization.
Crisis communication refers to the technologies, systems and procedures that allows the
firm to effectively communicate during an emergency situation (Moutinho and Vargas-
Sanchez,2018). An effective communication ensures that all the tourists can quickly let know
each other about crisis and share the same information to the organization which rectifies the
situation sooner and protects the assets and employees and maintains continuity of work in the
firm. The ideal approach of crisis communication may include :
Communication should be in real time. Everyone in the organization should know about
trouble as soon as the emergency unfolds. Information should be accessible anywhere.
Employees should inform the tourist on their mobile phones instead of emails or manual phones
as the individual can be away from landline or in case of calamity there may be electricity cut.
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There are some mobile apps like Life360, FEMA app which can help to communicate better
(Smith,2017).
There are remote areas where internet is not accessible, Satellite phone (Satphones)
proves beneficial in these special condition. Some phones even have coverage in all parts of the
world. Radio are considered to be items of past but when at same frequency a modification of it,
Two-Way radio also known as walkies-talkies can connect people within a certain distance in the
campus of Premier Inn.
After it is successfully communicated, the tourist destination follows certain techniques for
better management crisis so that tourist staying here faces problem of no kind. Some techniques
followed includes :
Hospitality organization like Premier Inn always have a per-prepared plan that helps to
identify and avoid absolute risks that could end in crisis. The preparation aids in managing the
situation. The more one waits in crisis situation, more damage can be done. People at Premier
Inn are efficient enough to respond quickly to the situation. They stand hand in hand with the
people and take them out the crisis in the smartest way. Victims of the calamity are expressed
with empathy and concern by the hotel (Vignal Lambret and Barki 2018). The workers make sure
no bad news is buried as its coming out later can affect its brand name negatively.
Continuous assessment of action plan are carried out to identify gaps and redesign it for
better proficiency. Hotel management also have proposed training and demo test for various
calamities so that employee become intensely aware of performing when emergency situation
occurs in real. Skills and experience at every level of crisis response are crucial. On the basis of
response shown by employee in demo test, crisis management team are made by organization.
This team of Premier Inn is responsible to communicating media about the exact situation of
crisis in the hotel. Corporation is now introducing crisis management competency certification
for management and staff to ensure right skills are placed at right place.
LO3
Theoretical approaches of crisis management in hospitality sector in practical situation.
A theoretical crisis management model proposed identified three different stages of crisis
management. The three stages includes :
Diagnosis of Crisis : Detecting early indicators of crisis is what initial stage involves. Leaders
and managers of the hospitality organization must sense warning signals of crisis and prepares
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