Tourism sudden disease crisis public relations tourism public relations crisis public relations

Business escort is a branch of tour guide occupation, but compared with professional tour guide work, escort is only a one-to-one personalized itinerary arrangement. It is not only the service of scenic spot introduction and itinerary arrangement, but also the personalized service content of bar, chat, karaoke and business public relations activities, which is a trend in the current industry. Business escort is to complete business public relations activities in the form of leisure tourism.

Advantages of business escort

1. The traditional tour guide is one-to-many scenic spots introduction, group super-opening, security and other work; Business escort is the arrangement of travel according to business requirements. [ 1]

Traditional tour guides should consider everyone, while business escorts only consider customers' habits and opinions.

3. Tour guides are limited to scenic spot introduction, team safety, itinerary arrangement and other services. Business escort services are mostly business public relations activities.

2. Crisis public relations?

1, the principle of aftercare. Do a good job in the aftermath of the crisis, including compensation for public losses, apology to the society, self-examination and so on.

2. The principle of initiative. People inside the organization should stand up, take responsibility bravely, look for opportunities to solve problems, turn passivity into initiative, and turn unfavorable factors into favorable factors.

3, the principle of responsibility. Take responsibility, don't shirk, don't complain, and don't find objective reasons. Only in this way can we win the understanding and goodwill of society.

4. The principle of calmness. Calm, calm and full of rational spirit. Don't be impatient, casual and sloppy. Actively respond to the crisis. Face it calmly.

5. The principle of authenticity. All kinds of suspicions and misunderstandings, and even many rumors are circulating. In the spirit of seeking truth from facts, only by publishing the truth and letting the facts speak for themselves can rumors spread and affect the image of the organization.

6. This is the front. News related to Internet crisis management

7. The principle of timeliness. The purpose of public relations is to control the deterioration and spread of the situation as much as possible and minimize the losses caused by the crisis. After the incident, public relations personnel should respond quickly and decisively. Winning time equals winning image.

8. The principle of flexibility. Carry out targeted and flexible processing. Because most crises are sudden, it is impossible to have established measures and means. Therefore, according to the actual situation, flexible handling is very important and critical.

3. How to carry out public relations planning of tourism crisis

Tourism image promotion strategy refers to the general policy to guide tourism image promotion. In other words, the state formulates general policies to guide the promotion of tourism image, and guides all departments and localities to promote tourism image.

The promotion of tourism image is related to the development of tourism, and the state attaches great importance to the promotion of tourism image. All departments and regions should adopt various ways and measures to enhance the tourism image according to the tourism image promotion strategy formulated by the state. For example, promoting tourism destinations, tourism products, tourism facilities and tourism service functions. So as to enhance public awareness and recognition.

The government's tourism image promotion mainly includes three aspects: 1. The state formulates and implements the strategy of enhancing tourism image. 2. The work of the State Council tourism authorities in enhancing tourism image. 3. The local people and local governments at or above the county level shall make overall plans to enhance the local tourism image.

According to Article 25 of the Tourism Law of the People's Republic of China, the state has formulated and implemented a strategy to enhance the tourism image. The State Council tourism authorities organize overseas publicity of national tourism image, establish tourism image publicity institutions and networks, and carry out international tourism cooperation and exchanges. Local people and local governments at or above the county level make overall plans to enhance the local tourism image.

4. How do tourism enterprises do crisis public relations?

It is all etiquette, etiquette, etiquette and procedures that an organization must abide by when engaging in public relations activities.

: 5. Crisis public relations activities

1. Economic interests are damaged. This kind of crisis is usually the economic benefit caused by enterprises hurting the public. Similar crises, such as Nike selling substandard air-cushion sports shoes at the 3 15 party, are easier to handle. 2. Personal safety damage. Similar to the crisis of finding a needle in a haystack and hitchhiking, the enterprises in this crisis public relations will usually damage the public's life and health and personal safety, which will cause great concern. 3. Emotional value appraisal injury category. This crisis, like Hong Min's remarks that belittle American women, shows the damage to mainstream values and emotional identity. 4. Damage to national interests. For example, South Korea's Lott Sadr Marriott Hotel incident, wrong nationality incident, DG insulting China incident and so on. Belonging to the national and ethnic issues, enterprises must strictly treat this crisis public relations.

6. Crisis public relations in scenic spots

1. Brand advantage

As the first company in the domestic travel agency industry to be listed on the A-share market, after years of accumulation, it has formed a multi-product brand system with CYTS brand as the core, Yaoyou and Yaoyue as the backbone sub-brands of travel agency business, and Wuzhen and Gubei Water Town as the backbone sub-brands of scenic spots. Brand value is deeply rooted in people's hearts. CYTS/KLOC-was selected as one of the top 500 most valuable brands in China released by the World Brand Lab in 0/5, with a brand value exceeding 24 billion yuan.

CYTS brand, as the main carrier of corporate culture, has penetrated into all aspects of products, services and market operation, won a wide range of customer travel agency business for the company, and gradually transformed into the core competitiveness of the company as a comprehensive tourism operator, showing outstanding brand resource advantages in expanding the company, expanding development space and strategic investment.

2. Shareholder advantage

In 20 18, the controlling shareholder of the company's state-owned property rights, Youth Travel Group 100%, was transferred to Everbright Group as a whole, and the company became the first tourism listed company with the development background of a large central financial holding group in China, which is conducive to the continuous enhancement of the company's capital strength, gaining more policy support from central enterprises and the advantages of foreign cooperation, controlling more abundant collaborative business resources, and playing an important role in rapidly cultivating the company's reproducible core competitiveness and realizing leap-forward development.

3. Advantages of business model

After years of market competition, the company has formed a diversified layout around the main business of tourism, and built a number of professional platforms such as tourism services, integrated marketing, scenic spots and hotels. With the help of holding structure, through the operation of various specialized platforms, a mature business model suitable for their respective business types has been constructed. It has created different characteristics in the fields of scenic spot investment and construction, exhibition tourism destination marketing, cultural creativity and so on, and formed a leading position in the industry. At the same time, the company actively established 4321; Structure, in-depth excavation and excavation of tourism, education, sports, medical care, culture, real estate, finance and other industries integration development opportunities. In the integration with the world's leading integrated tourism service providers, various businesses promote each other and develop in coordination, creating new value growth space for the company.

4. Advantages of continuous innovation

As a leading tourism service provider in China, the company has been adhering to the concept of innovation and development for a long time, and constantly excavating and cultivating new business and profit growth points according to the judgment of industry development. In recent years, the company began to cultivate new tourism formats; The company integrates the marketing department and actively expands public relations, exhibitions, sports and other related fields; Wuzhen model has been successfully replicated in scenic spots, Gubei water town has maintained steady development, and Puyuan project is still in the construction stage. Through the continuous exploration of new business, the company has always maintained a strong profitability in the fierce market competition, which has brought sustained growth momentum to the company.

5. Advantages of service quality

The company attaches great importance to quality control, always regards product service quality and tourism experience as the core of enterprise development, and regards quality management as one of the core contents of enterprise management. At present, the company has established a strict quality management system. Through the continuous provision of high-quality products and services, it has won a series of quality honors such as national tourism service quality benchmarking unit, the most honest travel agency brand, the best customer service award, the best quality travel agency, the best activity planning award, the gold medal for outbound tourism service quality, and the most popular domestic tourist destination. And has a good market reputation.

6. Talent advantage

As the earliest large-scale enterprise engaged in professional tourism service business in China, the management team has accumulated rich experience in industry operation and management, and can accurately grasp the development trend and direction of the industry, find new profit growth points in the industry, and enhance the company's long-term sustainable operation ability. In all fields of tourism business, the company has established excellent operation and execution teams, with fast and efficient organizational management and innovation capabilities, and can efficiently complete the strategic development goals put forward by the management team. The company attaches great importance to the construction of corporate culture, has established a perfect human resource training system and trained a huge and powerful service team, which can meet the needs of the company's business development and has obvious industry advantages.

7. Conduct crisis public relations

Crisis public relations should first do a good job of communication and coordination, but also play a regulatory role.

8. About crisis public relations

The 5S principle of crisis public relations refers to five principles adopted to solve the crisis after the crisis, including the principle of shouldering responsibility, the principle of sincere communication, the principle of speed first, the principle of system operation and the principle of confirming authority.

Take responsibility. From this perspective, in principle, the attitude of enterprises is very important, one is interest and the other is emotion. No matter who is right or wrong, enterprises should take the initiative to take responsibility. Actually, Watson did the same thing. The first time after the incident, Watsons took the initiative to take responsibility. First of all, we immediately ordered all the masks involved in physical stores and online stores across the country to be removed from the shelves, and sent the masks in the same batch as Ms. Jin, a suspected dead consumer, to relevant departments for testing. Secondly, take timely action to contact customers' families, express their humanitarian concerns, and actively seek their cooperation in investigating this matter; The company expressed deep sympathy and condolences for the death of this lady. In fact, the public and the media often have a steelyard in their hearts. I am satisfied with the psychological expectation of the enterprise, that is, how the enterprise should respond. Therefore, enterprises must not choose confrontation.

Sincere communication. When an enterprise is in a crisis vortex, it is the focus of public and media attention. Every move will be questioned. Don't take chances and try to escape. After the incident, Watsons contacted the news media to explain the facts and published a letter to the media, which was first published in the official Weibo. The contents include: Watson's pearl whitening mask meets the hygienic standards and requirements of cosmetics in China, and there are no quality accidents in sales for many years; Watsons took off all masks at the first time in a responsible attitude towards consumers; Watsons got in touch with the victim. Family members cooperate with the investigation and so on. Not only that, Watsons also took the initiative to issue a statement to consumers, hoping that consumers would look at the matter objectively and be wary of malicious slander and rumors. Be sincere, speak with facts, promote mutual understanding and eliminate doubts.