ABSTRACT
Managing crises in tourism operations is a critical area as it can significantly and negatively affect the tourists, the destination image, employees and the firm’s success. This chapter serves as an introduction to crisis management and tourism experiences. In this chapter, readers will learn the key definitions of crisis management, types of crises and examples of recent crises. Second, the chapter provides an overview of crisis management plans. Next, the importance of leadership and appropriate communication are discussed. Finally, the key stages of the crisis management plan are detailed so that future managers will be able to be more successful leaders when dealing with inevitable crises, whether they are from natural disasters, terrorism attacks or service failures.
