Crisis Management Within the Hotel Industry: The Case of Luxury Hotels and Resorts in Popular Greek Tourism Destinations

Abstract

This study examines the crisis management concept within the hotel industry. Hotel industry seems to be reluctant in applying crisis management strategies and consider crisis management as an essential element of their overall strategy to provide a safe and secure environment both for guests and employees, differentiate themselves and be able to recover quickly if a crisis occurs. This survey was conducted in some of the most popular Greek Tourism destinations and the sample was consisted of executives from government and independent agencies and managers of luxury hotels and resorts. A multiple case study model was used in tandem with a thorough analysis of the relevant literature review. For this study, semi structured interviews were employed. The findings indicated that crisis management concept either is absent when it refers to privately-owned hotels or the minimum crisis management techniques are used but, on the contrast, hotels that operate under the umbrella of groups have a complete crisis management framework. Suggestions for future research based on the specific conceptual framework are presented. Additionally, useful information and recommendations on how to use crisis management as a management are provided.