Bounce Back - Pacific Asia Travel Association Thailand Chapter

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CRISIS AND RECOVERY CASE STUDIES The following is the process the author prepared and which was adopted by PATA in its approach to recovery by tourism businesses affected by the Dec 26, 2004 Indian Ocean tsunami, and is relevant to tourism busineses affected by major natural disasters including hurricanes, tornados, forest fires, floods, earthquakes, volcanoes and storms. This recovery model has been adapted for a wide range of subsequent tourism crises. TOP Priority Issues at the Time of the Disaster: • Contact of victim families and relevant authorities. • Rescue, treatment, rehabilitation and registration of victims. • Emergency provision of shelter, food, medical aid and evacuation transportation. • Inform families, stakeholders and relevant government authorities of current situation of victims, brief media. • Communicate with relevant tour companies and travel agents. Cost Assessment: • Destination authorities require an overall assessment of the financial cost of the disaster. • Assess immediate loss on jobs, revenue and infrastructure. • Businesses need to assess loss to their business and cost of restoring property and material assistance. • Breakdown of cost per enterprise. • Businesses to supply data to government destination authorities. Bounce Back 29
Check List for Hotels and Resorts: Immediate Priority Issues • Location and condition of all registered guests and staff. • Damage assessment and costings. • Mobilisation of crisis management team (with good contingency management this should be immediate). • Remember central point of contact and spokesperson. • Issue update and situation report to all relevant stakeholders as soon as possible, hour 1 is critical. • Utilise Social Media (if operable) as a major communication tool. Primary Stakeholders Hotels and Resorts • Guests, staff and their next of kin or emergency contact points. • Booking agents and wholesalers of guests (where relevant). • Local and regional police, emergency and rescue authorities and foreign legations in cases where guests are foreigners. • Head office of your chain (if applicable). • Regional and national tourism marketing authority. Crisis Communications with Media: • Ideally one primary spokesperson managing communications with media. • Establish an agreed and consistent line throughout the organisation. • MAINTAIN HONESTY AND ACCURACY. • Avoid blame and recriminations. • Keep an updated website. • Control interviews in terms of timing and information released. • Cooperate closely with regional and national tourism authorities. 30 Bounce Back
Page 1: Bounce Back Tourism Risk, Crisis an
Page 4 and 5: The Broad Context of Crisis Managem
Page 6 and 7: A Destcon 3 situation may arise in
Page 8 and 9: Risk Management and Security Defini
Page 10 and 11: There is a wide a range of risks to
Page 12 and 13: THE SIGNIFICANCE OF INSURANCE COVER
Page 14 and 15: Airlines and airports Tourist attra
Page 16 and 17: SECURITY AUDITS FOR TOURISM DESTINA
Page 18 and 19: While a security audit should addre
Page 20 and 21: This booklet introduced the ‘ Fou
Page 22 and 23: This is the stage in which there ha
Page 24 and 25: They should contain the Following E
Page 26 and 27: Response: The key element of respon
Page 28 and 29: Recovery The worst is over and your
Page 30 and 31: Debriefing Debriefings can occur as
Page 34 and 35: Timing the Commencement of Recovery
Page 36 and 37: Step 4: Restoring Confidence in Sou
Page 38 and 39: Step 9: Publicise the Positives.
Page 40 and 41: TOURISM RECOVERY STRATEGIES FROM SE
Page 42 and 43: Media Hosting Guide for Destination
Page 44 and 45: • Flexibility is required, especi
Page 46 and 47: IMPLEMENTING A BALANCED RECOVERY ST
Page 48 and 49: Be first. Be right. Be credible. 1.
Page 50 and 51: Using social media for crisis reduc
Page 52 and 53: Recommended Books Beirman D.(2003)
Page 54 and 55: No. Reduction checklist Done To be
Page 56 and 57: No. Readiness checklist Done To be
Page 58 and 59: No. Response checklist Done To be d
Page 60 and 61: No. Recovery checklist Done To be d
Page 63: PATA PREMIER PARTNER PATA PREMIER M

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