Restaurant Crisis Management Plan on example of COVID-19
Blokhina, Varvara (2020)
Blokhina, Varvara
2020
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Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-2020052814675
https://urn.fi/URN:NBN:fi:amk-2020052814675
Tiivistelmä
This thesis’ objective is to make a handbook of crisis management plan for casual dining type of restaurant during infectious virus pandemic based on real experience from dining places in Helsinki, Finland, and current ongoing COVID-19 pandemic as well as consequences of it such as dropped revenue, customers and reputation loses.
This product-oriented thesis can be used by interviewed restaurants as well as other casual dining places in order to handle the quarantine period and period of recovery more successful.
The thesis examines the theories of successful implementation of crisis management as well as main points and trends in crisis management planning. The thesis’ advantageous quality is that it is written in real-time during the pandemic and relies on the experience of restaurants and their management opinion during it and also on previous experience of respiratory infection crises and how it was handled in the restaurant industry.
The research was conducted to come up with a crisis management plan that has reliable action guidelines and also fits the modern world with new aspects such as the use of social media, increased importance of the company’s reputation and significance of keeping the customer experience management on the superior level even during crisis.
The method chosen by the author in this thesis is a qualitative method, which includes two interviews of two casual dining restaurants. The experience of the second restaurant was taken, because the first place, where the author also worked, is located in Helsinki airport, consequently, some services such as delivery and pick-up are not available. For this reason author got a second interview where she asked about measures taken when providing these two mentioned above services.
This thesis’ results part is a template of crisis management plan during respiratory virus pandemic with specific steps and ideas exists also in designed PDF format. Additionally, poster for employees, and SOP document can be found as well in designed PDF format in appendices to make it easier to use for restaurants.
This product-oriented thesis can be used by interviewed restaurants as well as other casual dining places in order to handle the quarantine period and period of recovery more successful.
The thesis examines the theories of successful implementation of crisis management as well as main points and trends in crisis management planning. The thesis’ advantageous quality is that it is written in real-time during the pandemic and relies on the experience of restaurants and their management opinion during it and also on previous experience of respiratory infection crises and how it was handled in the restaurant industry.
The research was conducted to come up with a crisis management plan that has reliable action guidelines and also fits the modern world with new aspects such as the use of social media, increased importance of the company’s reputation and significance of keeping the customer experience management on the superior level even during crisis.
The method chosen by the author in this thesis is a qualitative method, which includes two interviews of two casual dining restaurants. The experience of the second restaurant was taken, because the first place, where the author also worked, is located in Helsinki airport, consequently, some services such as delivery and pick-up are not available. For this reason author got a second interview where she asked about measures taken when providing these two mentioned above services.
This thesis’ results part is a template of crisis management plan during respiratory virus pandemic with specific steps and ideas exists also in designed PDF format. Additionally, poster for employees, and SOP document can be found as well in designed PDF format in appendices to make it easier to use for restaurants.