Crisis Management in Tourism, Hospitality and Event (5cr)

Intro

Currently - and more than ever - effective crisis management is an indispensable management tool in Tourism, Hospitality and Event. The professional establishment of a crisis management concept enables the respective companies on the one hand to ensure operational continuity and on the other hand, at best, to gain a competitive edge and an enhanced image. It is important to consider the framework conditions that make crisis management in Tourism, Hospitality and Event indispensable: the general security aspect in connection with travel as well as the crisis vulnerability of the industry as a whole. In addition to the basic theoretical knowledge of crisis management in general and crisis typology, the course also provides a practical approach to
establishing professional crisis communication respectively a systematic crisis management cycle in the company. Furthermore, the extent to which professionally applied crisis management may contribute both to customer retention and loyalty is discussed. Finally, (current) best practices within the fields of Tourism, Hospitality and Event for the anticipatory introduction of a crisis management concept or active crisis management are presented.

Learning objectives

On successful completion, students will be able to
- apply the fundamentals of crisis management both theoretically and practically.
- convince Stakeholder groups of the necessity to establish a systematic crisis management
concept in tourism-, hospitality- and event-related companies.
- independently evolve a crisis communication concept for a company.
- establish a crisis management cycle within in a company.
- evaluate the importance of crisis management on customer retention and loyalty

Contents

- Specific Framework Conditions
- General Principles of Crisis Management
- Crisis Typology
- Crisis Communication
- Crisis Management Cycle
- Customer Retention and Loyalty in Tourism, Hospitality and Event
- Best Practices in Tourism, Hospitality and Event

Assessment criteria - grade 1

When the implementation type of the course is CONTACT, ONLINE or BLENDED it is required that the student is present during those teaching hours that are marked in the study schedule. If you are absent more than 25 %, your grade will be lowered by one. If you are absent more than 50 %, the course is failed.