Crisis Management in Tourism, Hospitality and Event, 5 cr - HOS024AS3AE
Course unit language
English
Upcoming implementations
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Current implementations
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Past implementations
Crisis Management in Tourism, Hospitality and Event HOS024AS3AE-3001 26.08.2024-11.10.2024 5 op(HOST23A, ...)+-
Campus
Haaga Campus
Teaching language
English
Timing
26.08.2024 - 11.10.2024
Enrollment
08.03.2024 - 08.03.2024
Groups
HOST23A
HOST24A
VIRTUAL
Teachers
Taina Pallonen
Seats
15 - 60
Degree Programme
HOST Strategic Hospitality Management
R&D proportion
0.00 cr
Virtual proportion
5.00 cr
Evaluation scale
H-5
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
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.