Introduction Melody: What is crisis management? Crisis management is the process by which an organization deals with a major event that threatens to harm the organization, Its stakeholders or the general public. After recent crisis that have left significant damage on the tourism Industry, tourism destinations have begun to realize that they are not Immune from crises and that they need to have workable plans In place to gulled response and recovery. Tourism Crisis management Is an actionable strategy that should be woven into destination planning on an annual basis.
There are several types of crisis that can cause significant damage to the tourism industry including natural disasters, technological crisis, organizational crisis, terrorist attacks and man made disasters. I will now play a video that will show how the current political unrest in Ukraine has impacted on a town dependent on tourism. “Play Video” Due to the Increased Interest In a need for crawls management, destinations have Increasingly shown Interest In a certification system that would ensure safety planning for locals and visitors as well as ensuring the destination Is able to recover quickly.
So what is certification? Certification is ” the process through which an organization grants recognition to an individual, organization, process, service or product that meets certain established standards” Or “A stamp of approval indicated by labels, seals, certificates, marks or trademarks” Certification can be broken Into two types of programs; Process based and Performance based programs.
Process- based programs: Involve the utilization of Internally generated management systems that monitor procedures and practices In order to Improve them and Performance-based programs: use externally determined coloratura and economic criteria or benchmarks Certification programs establish the framework and an independent or third party assesses, audits and provides written assurance that a facility, product, process or service meets or exceeds specific standards.
In the context of crisis, tourism crisis preparedness certification establishes that a destination, attraction, service or other tourism related business has a crisis management plan to guide response and recovery and that this plan meets the highest standards. This forces a tourism destination to continually monitor safety In the destination and check for gaps In safe raciest as well as enabling a destination to market Itself as a safe destination to consumers.
The tourism crisis preparedness certification has multiple benefits for the tourism Benefits of implementing certification For Businesses include: Increasing a business’s credibility in relation to quality, safety and risk management, Raising the profile of a brand or destination and make it synonymous with sustainability, quality and safety. It can be used as a Beneficial marketing tool as well as enhancing customer trust and satisfaction by guaranteeing that products and services meet certain conditions and arterial.
Benefits for tourists include: increased service levels and the security of knowing that if disaster strikes, crisis management plans exist Benefits for the government include: Increased Market Position of the Destination, Increased Market Standards and Increased Benefits to the Environment and the Economy And lastly benefits For the Environment include Greater protection of the environment and awareness and conservation of energy And now Melody will talk about the decision making process and how the implementation of certification can influence consumer decisions