Crisis prevention measures of tourism enterprises

Crisis prevention measures of tourism enterprises

The crisis of tourism enterprises mainly comes from quality, natural disasters, man-made disasters, brand, finance, crime, accidents and so on. So what measures do tourism enterprises take to prevent the crisis? Let's get to know each other!

(1) Establish a crisis early warning system.

Crisis early warning system refers to the timely discovery and identification of potential or realistic crisis factors through the analysis and research of early warning objects, early warning scope, early warning indicators and early warning information, so as to take preventive measures and reduce the suddenness and accident of the crisis. As a subsystem of enterprise crisis management system, enterprise crisis early warning system is to analyze the key factors of early warning objects and early warning indicators in the early warning range, so as to obtain early warning information, evaluate the information, evaluate the severity of the crisis, decide whether to issue crisis early warning and carry out crisis pretreatment. The enterprise crisis early warning system includes five subsystems: information collection subsystem, information analysis and evaluation subsystem, crisis prediction subsystem, crisis prediction subsystem and crisis pretreatment subsystem. An important function of the crisis early warning system is to organize a large number of scattered and sporadic information together, comprehensively monitor and track various trends, and provide information basis for decision-making for the risk prevention command department. Tourism enterprises should always monitor and collect potential crises in the tourism market, grasp the first-hand information of crisis changes in time, identify, classify and analyze the obtained information, so that they can reflect the changes of the crisis more orderly and prominently, and then predict the types of crises that may occur in the future and their harm, and issue crisis warnings when necessary. For the factors that may lead to the crisis of tourism enterprises, we should take countermeasures and formulate various crisis plans to effectively avoid the crisis or minimize the crisis losses. The establishment of the crisis early warning system of tourism enterprises is helpful to comprehensively, systematically and continuously collect the ever-changing important information related to the development of their own enterprises, discover and predict all possible changes, and promote enterprise decision makers to take corresponding measures in advance, formulate new development strategies and seek new development opportunities.

(2) Formulate a crisis management system.

The establishment of crisis management system will help tourism enterprises to deal with the crisis in an orderly way when it happens. Tourism enterprises should have a comprehensive understanding of all their products and related information, understand the potential factors of the crisis, and then list the crisis assessment table, sort the possible crises in order of importance, and formulate corresponding countermeasures, including: (1) setting up a crisis management team. Team members can be composed of senior managers and related experts of the company. These members must provide 24-hour contact information to ensure that after the crisis breaks out, members can form a smooth communication network and everyone can play a corresponding role in time. (2) Determine the spokesman in advance when the crisis occurs. This person can be the CEO, the president or the person who knows the crisis best. This person must have considerable communication skills in order to establish credibility and authority in the shortest time and convey the most appropriate information in the first time. (3) Pay attention to establishing long-term trust relationship with important media related to tourism. Is this for the travel company? Events? When things happen, it is very important to guide the media to report fairly and objectively. (4) Make the crisis management system into a manual or document, and implement it conscientiously according to the system, otherwise the crisis management system will become a dead letter.

(3) Strengthen the education of employees' crisis management concept.

The concept of crisis management is to be prepared for danger in times of peace. Tourism enterprises should first establish a crisis management. Crisis? Ideas, create a kind of? Crisis? Atmosphere. The education of crisis management concept can condense the belief of employees in tourism enterprises, establish the same crisis prevention, enhance the combat effectiveness of tourism enterprises, and avoid wasting time on crisis communication within enterprises when a crisis occurs. Strengthening the education of crisis management concept is helpful to improve the ability of tourism enterprises to cope with the crisis. Tourism is a service industry, and the mistakes of front-line service personnel are one of the main factors that cause enterprise crisis. The internal source of human error is mostly due to the lack of education and training in crisis management in enterprises. Therefore, combined with vocational training, strengthening crisis education can greatly reduce the crisis caused by human errors. The crisis education of tourism enterprises should not only focus on strengthening the pure technical level, but also further strengthen the psychological construction before crisis treatment, improve the ability of tourism professionals to resist the crisis, and establish the belief of winning in dealing with the crisis. In terms of service attitude, we take customers as the center and fully consider and meet the safety, health and comfort needs of customers. Through crisis education, let employees deeply realize that the future of employees is closely related to the fate of enterprises.

(4) Pay attention to crisis public relations.

Due to the suddenness and urgency of the crisis, although the emergency plan has been made in advance, due to the unpredictability of the crisis, any preventive measures can not be foolproof. Crisis public relations is an important branch of public relations activities, which refers to a series of public relations activities that enterprises should take as parties when their reputation and image encounter sudden crisis. In the event of a crisis, tourism enterprises should immediately find out the causes and sources of the crisis, announce it to tourists in time, formulate a reasonable treatment plan, and actively communicate with tourists sincerely. Any careless response may make tourism enterprises suffer greater losses, and effective crisis response measures can help tourism enterprises get out of the crisis faster. The quality of crisis public relations, on the one hand, reflects the overall management level and ability of crisis parties, on the other hand, it also directly affects the credibility and interests of crisis parties. The image of tourism enterprises is related to the survival and development of enterprises. All public relations activities should focus on establishing a good social image, and crisis public relations is no exception. Therefore, anything that harms the corporate social image cannot be done; When specific interests conflict with maintaining social image, we should abandon specific interests without hesitation. When the incident only involves specific interests, it should be clearly distinguished from the social image immediately and should not be linked to the social image; If the incident involves damaging the social image, it should immediately show a series of targeted public relations behaviors with the main goal of repairing the social image. We don't want a crisis, but the arrival of the crisis doesn't mean that enterprises can't do anything about it, nor does it mean that the problem can't be solved and things can't get better. As long as tourism enterprises can assess the situation, seek advantages and avoid disadvantages, grasp every step of crisis public relations and actively guide public opinion, they can tide over the difficulties safely. Moreover, some crisis events can be handled properly, which can also provide an opportunity for enterprises to improve their brand image and enhance their brand reputation.

(5) Guide tourists to change their behavior patterns.

People's lifestyles and travel behavior patterns will be affected by the crisis to varying degrees. After the crisis, the negative impact of the crisis will still lurk in the hearts of tourists and remain for a long time. Studying the changes of tourists' behavior patterns after the crisis is conducive to designing and launching new tourism forms and products in a timely and reasonable manner to meet people's needs. For example, after the baptism of SARS, tourists gradually realize the importance of health and safety, agree with an active and healthy lifestyle, and maintain good hygiene habits. Tourists will become more picky about the public health conditions of tourist destinations and the requirements and choices of supporting facilities and equipment for epidemic prevention and disease prevention services. Safe and smooth travel, healthy travel and civilized and orderly travel will become the primary requirements for tourists to choose tourism activities. Tourism enterprises should guide the changes of tourists' behavior patterns according to the possible behavior patterns of tourists after the crisis, which is conducive to promoting the recovery of tourists' travel wishes and confidence and the realization of tourism purposes. Guiding the change of tourists' behavior patterns should include: (1) guiding the diversification of tourists' travel modes; (2) Guide tourists to make diversified time and space choices; (3) Guide tourists to take the social and ecological responsibility of tourism behavior actively, and urge tourists to accept the eco-tourism behavior mode; (4) Guide tourists to change bad daily behavior patterns and advocate civilized daily behavior and tourism behavior patterns; (5) Guide tourists to gradually improve the level of tourism purposes.

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