How to Manage Crisis
Crisis Management "Crisis management is the management of operations during the actual crisis (in the midst of the event) and the management of the business before, during, and after the crisis. Most crises require management from the outside-in and the inside-out by the management team" (Nykiel, 2005). A crisis whether internal and or external can occur at any moment in a hospitality industry. For example "internal crisis in the hospitality industry include a breakout of a food borne illness in a restaurant, infestation of rodents in a hotel and an outbreak of the flu on a cruise line" (L. Pullium, personal communication, September 11, 2008). Some examples of external crisis are "terrorism, environmental disasters such as hurricanes, tsunamis, tornadoes, and floods. Successful managers of any organization should have a crisis management plan. An effective crisis management plan can assist in saving lives if managed properly. According to Nykiel (2005), there are seven (7) parts to managing a crisis, such as:
1- Know the mission and approach to the crisis.
2- Review the history of crisis and look at the potential for other crisis to take place.
3- Perform a walk through of a potential crisis. Create a "what if" situation.
4- Follow initial crisis strategy procedures.
5- Identify all persons affected by the crisis.
6- Incorporate the organizations' media policy.
7- Evaluate the crisis management plan. Baderman Island developed a crisis management plan in an effort to "protect the safety and well-being of the guest, employees, and visitors". Baderman Island's crisis guidelines are to "provide a process that facilitates organized decision-making at unique times that might otherwise be quite chaotic". In addition, Baderman Island's crisis management plan will "minimize injury or loss of life, focus decision-making on critical issues in a potentially stressful environment, provide a flexible response process to a variety of emergencies, protect guest,
1- Know the mission and approach to the crisis.
2- Review the history of crisis and look at the potential for other crisis to take place.
3- Perform a walk through of a potential crisis. Create a "what if" situation.
4- Follow initial crisis strategy procedures.
5- Identify all persons affected by the crisis.
6- Incorporate the organizations' media policy.
7- Evaluate the crisis management plan. Baderman Island developed a crisis management plan in an effort to "protect the safety and well-being of the guest, employees, and visitors". Baderman Island's crisis guidelines are to "provide a process that facilitates organized decision-making at unique times that might otherwise be quite chaotic". In addition, Baderman Island's crisis management plan will "minimize injury or loss of life, focus decision-making on critical issues in a potentially stressful environment, provide a flexible response process to a variety of emergencies, protect guest,
References: Davies, Hilary. Walter, Megan. Property Management Journal. 1998. volume 16. Issue 1. Retrieved September 19, 2008 from http://www.emeraldinsight.com/Insight/viewContentItem.do;jsessionid=38B7870BB8E31A24C0C7852DA574FA35?contentType=Article&hdAction=lnkpdf&contentId=845464 Human Resources Nykiel, R. A. (2005). Hospitality Management Strategies (1st ed.). Pearson Education, Inc. University of Phoenix (2004). Week one Overview, Retrieved July 18, 2008, from University of Phoenix, Week One eRsource University of Phoenix (2004). Week four Overview, Retrieved September 17, 2008, from University of Phoenix, Week Four eRsource