Disaster Management and Crisis Management | Report

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Tourism and Hospitality Operations Management

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Contents
Introduction......................................................................................................................................3
Communication tools and strategies to manage the crises..............................................................5
Theoretical approaches to crisis management.................................................................................6
The framework of disaster management..........................................................................................9
Proactive and reactive management strategies of crisis................................................................15
Consequences of effective or ineffective management of crises...................................................17
Conclusion.....................................................................................................................................19
References......................................................................................................................................20

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Introduction
The report outlines the disaster management and crisis management occurred due to natural
disasters. The disaster will discuss in this report that is related to the Spain heatwave that affects
the country and another world in a great manner. Spain is at the centre of the vicious heatwave
that affects Spain and overall Europe in a large manner. Sharan winds sweeping the country
cause major changes in the temperature that reach 40C in the upcoming days. This is one of the
drastic situations occurred in the Spain that also affect the health of the humans as well as it is
responsible to create other problems in the country (Yan, et al., 2017). Spain is on high alert as a
heatwave gripped most of the country nowadays. This problem creates various risks in Spain as
well as other countries. There are several fears occurred in Spain that relates to the soaring
temperatures and create a risk to life. All of Europe get affected by the heatwave occurred in
Spain.
This report includes deep research on the Spain heatwave as it creates various crises in the
country that needs to be properly managed for making situations better. Several communication
strategies will be included that are used to manage the crises in an effective manner. The
different theoretical approaches related to crisis management in tourism and hospitality are
included in this report. The model of crisis management will also be discussed in this report.
There are several types of strategies that are used to manage the crises in a proper manner so the
proactive and reactive management strategies will be included in this assessment. These crises
mainly affect the overall organization of tourism and hospitality and also affect the overall
economic conditions of the country (Ziegler, et al., 2014). The crises management approaches
need to be effective in the proper management of tourist destination so the various consequences
related to the effective management of crises will be discussed in this report. The management of
crises is essential to manage the conditions arises in Spain as Spain is the famous tourist
destination that gets largely affected due to the heatwave. All of this situation occurred in Spain
affect tourism and decreases the interest of tourists towards Spain.

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Source: (economist, 2012).

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Communication tools and strategies to manage the crises
Communication strategies are the important strategies used for the crises management in the
tourism industry as the disaster occurred n the country majorly affect the tourism industry as the
tourists avoid to come to that place that is affecting by the disaster. There are various tools used
for the proper management of crises. Some of the important communication strategies used in
the effective management of crises are discussed below-
 Proactive damage Control
This strategy is used to decrease the effects of crises before it occurs. As it is majorly
used in the natural disaster which happens at any time and in any situation. The Spain
heatwave majorly affects the tourism organizations so the organizations need to
communicate the employees related to the possibility of disaster so that they manage the
company data (Wright and Sharpley,2018).
 Social media response
Social media is also included as one of the best strategies used for the proper
management of crises and it helps to reach the audiences across the globe. The tourism
organization needs a social media plan to manage the crises that affect the business in a
large manner. This tool is greatly effective in crises management and also helps to
manage the situation affect tourism organizations.
 Spokesperson Response
The response of the Spokesperson is also needed to manage for the effective crises
management as the Spokesperson speaks on your brand behalfs. This process manages
the tourism organization for the better management of crises. The response of the
spokesperson is effective in the proper management for a disaster like a heatwave
occurred in Spain.
 Case Escalation
The crises can also resolve by analyzing the particular case in a proper manner. The
escalation system is one of the best systems that decrease the issues of the company
occurred due to the occurring of disaster (Tsai and Chen, 2010). The customer service
also becomes proper by implementing the escalation system. This strategy is less

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effective in the crises or disaster management as it does not impact customer service as
much as it required.
Theoretical approaches to crisis management
Several theoretical approaches are used for crisis management in tourism. The theoretical
approaches are better for the management of the crisis. The disaster is related to the Spain
heatwave that occurred in June and July. The approaches of crisis management help to manage
the disaster occurring in any country. As due to the disaster, majorly the tourism organizations
get affected in a major way (Tomasowa, 2016). The organizations of tourism use several
theoretical approaches for the proper management of the disaster occurred in the system. The
various theoretical models used for the proper disaster management are Faulkner model, phase
model and several other models. These models greatly help in the overall management of
disaster that create several crises in the tourism organization. As Spain heatwave greatly affect
the several tourism organizations in Spain as Spain is known as the famous city in the context of
tourism. Faulkner model is affected in the disaster management but it cannot properly be used in
the management of crises (Tarlow, 2011).
Most of the time, tourism organizations use the phase model of disaster management that highly
impacts the management perspectives of tourism organizations. The phase model is one of the
best models used for the crisis occurred in tourism organizations. The phase model is defined as
an ongoing process that includes several series of activities before, during or after an event which
gets separated in four main phases that are mitigation, preparedness, response and recovery. All
four phases are important in the concept of the phase model.