Crisis management in hotel business : The case of Holiway Garden Resort & Spa in Bali and the Volcano Agung in 2017/2018
Renner, Miriam (2018)
Renner, Miriam
Saimaan ammattikorkeakoulu
2018
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2018111317110
https://urn.fi/URN:NBN:fi:amk-2018111317110
Tiivistelmä
The purpose of the research was to develop an approach in crisis management especially for hotels according to their compiled special characteristics and unique areas. With the application of the developed fields of crisis response for hotels to a case study hotel and crisis, it was the objective to determine, review and evaluate the actions of the hotel towards the crisis. With the help of the case study the established theoretical knowledge will be shown in practice.
The study was perforemd by the student Miriam Renner in order to gain a bachelor’s degree in Tourism and Hospitality Management with the Saima University of Applied Sciences in Finland and the Hochschule für Technik und Wirtschaft des Saarlandes in Germany.
Data for this study was collected by the writer of the thesis with her own observations by staying at the case study hotel during the crisis and by interviewing experts in the hotel field, that are part of the management in the case study hotel.
The information for the theoretical part of the research was gathered mainly from literature but also the internet was used to find special data or details.
The results of the study show that it is advisable for hotels to consider crisis management before a crisis even happens in order to handle the crisis successfully. The theoretical approach can be used for hotels of all sizes and different crises, although the focus is on natural catastrophes.
The final result of this thesis was a developed generic crisis plan for the case study hotel.
The study was perforemd by the student Miriam Renner in order to gain a bachelor’s degree in Tourism and Hospitality Management with the Saima University of Applied Sciences in Finland and the Hochschule für Technik und Wirtschaft des Saarlandes in Germany.
Data for this study was collected by the writer of the thesis with her own observations by staying at the case study hotel during the crisis and by interviewing experts in the hotel field, that are part of the management in the case study hotel.
The information for the theoretical part of the research was gathered mainly from literature but also the internet was used to find special data or details.
The results of the study show that it is advisable for hotels to consider crisis management before a crisis even happens in order to handle the crisis successfully. The theoretical approach can be used for hotels of all sizes and different crises, although the focus is on natural catastrophes.
The final result of this thesis was a developed generic crisis plan for the case study hotel.