DOI link for Crisis management
Crisis management book
While most of the time the management of hospitality operations typically takes place under relatively stable conditions, in a dynamic environment there may be periods of extreme turbulence. This may be due to internal events, such as a fire, a death or crime on the property, or external events, such as a strike by transport workers, terror incidents, extreme weather and natural disasters. This chapter will discuss how operations managers may need to respond to crises, both in the short-and longer term, for the benefit of the organization, its customers and staff and the external environment.