Crisis Management in the Hotel Industry in Finland
Hartmann, Jana (2012)
Hartmann, Jana
HAAGA-HELIA ammattikorkeakoulu
2012
All rights reserved
Julkaisun pysyvä osoite on
https://urn.fi/URN:NBN:fi:amk-201204054203
https://urn.fi/URN:NBN:fi:amk-201204054203
Tiivistelmä
Object of this thesis is Crisis Management in the Hotel Industry in Finland and is prepared in order to present the situation and the acting of hotel managers nowadays to guarantee guests a safe and secur stay and to rise the awareness among hoteliers towards crises as well as amongst employees, investors, stakeholders, authorities, and students from hospitality related fields.
Main topic of this research is crisis management and concerns the process of developing a crisis management plan. Furthermore it examines the facts coming from the government and other organizations whose are allowed to make restrictions, and stresses the benefits a company gains out of proactive planning of crises.
The theoretical framework explains the various steps in-depth that one must consider when developing or evaluating a crisis management plan; the hotel management itself, definitions of crisis and crisis management, the crisis management process with knowledge management, legal compliances, corporate social responsibility, and the contingency plan. In addition the theoretical framework provides information about a security action plan developed by the World Travel and Tourism Council.
The method chosen in this research paper is a qualitative method. Through an in-depth interview with a professional Security Officer are basic information delivered as well as information for questions for the further semi-structured in-depth interviews of managers in hotels whose are in charge of crisis management. All collected data is handled anonymous in this research paper to avoid judging.
To present the gathered information from the interviews with hotel managers the research results are presented in form of a discussion. Besides, the chapter includes also the analyzed findings.
Finally, the conclusion reviews the whole research with all its procedures and especially the analysis of the findings. As well suggestions for improvement and further ideas for researches are given.
Main topic of this research is crisis management and concerns the process of developing a crisis management plan. Furthermore it examines the facts coming from the government and other organizations whose are allowed to make restrictions, and stresses the benefits a company gains out of proactive planning of crises.
The theoretical framework explains the various steps in-depth that one must consider when developing or evaluating a crisis management plan; the hotel management itself, definitions of crisis and crisis management, the crisis management process with knowledge management, legal compliances, corporate social responsibility, and the contingency plan. In addition the theoretical framework provides information about a security action plan developed by the World Travel and Tourism Council.
The method chosen in this research paper is a qualitative method. Through an in-depth interview with a professional Security Officer are basic information delivered as well as information for questions for the further semi-structured in-depth interviews of managers in hotels whose are in charge of crisis management. All collected data is handled anonymous in this research paper to avoid judging.
To present the gathered information from the interviews with hotel managers the research results are presented in form of a discussion. Besides, the chapter includes also the analyzed findings.
Finally, the conclusion reviews the whole research with all its procedures and especially the analysis of the findings. As well suggestions for improvement and further ideas for researches are given.