Five Star Crisis Management — Examples of Best Practice from the Hotel Industry

Outi Niininen

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Public Relations and Crisis Communication Disaster Management and Resilience Corporate Identity and Reputation

Abstract

The background for this study is in the complex and fragmented business environment of today when many organisations are interdependent from each other across the globe thus making it harder for companies to insulate themselves against a crisis event [1]. Furthermore, the media of today is ready to inform us of any critical events around the world at a moment’s notice [2, 3]. The ‘everyone can be a journalist’ culture is encouraged by popular media requesting photographs and video footage from individuals currently caught in an unexpected chain of events. Today, words like ‘crisis’ and ‘disaster’ are featured in everyday vocabulary to grab attention, thus resulting in a depreciation of the actual meaning of this term. Overall, an atmosphere hungry for crisis has been created.

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1998Crisis management: prevention, diagnosis and intervention 2005Hazard or disaster: Tourism management for the inevitable in Northeast Victoria 2004Responding to crisis: severe acute respiratory syndrome (SARS) and hotels in Singapore 2011Factors Affecting Business Recovery Immediately after Hurricane Katrina 2002Crisis management and recovery how Washington, D.C., hotels responded to terrorism 2002Crisis Management and Recovery 2004The increasing role of public relations as a crisis management function: An empirical examination of communication restrategising efforts among destination organisation managers in the wake of 11th September, 2001 2011Fight, Flight or Freeze: Assumed Reactions of the Public During a Crisis

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