Risk & Crisis Management in Tourism Sector:
Recovery from Crisis
in the OIC Member Countries
6
Phase 1: Pre-crisis Stage
Before any crisis event occurs, the government-led task force should work with businesses and
trade associations to prepare sector-specific plans. The more detailed the pre-event planning, the
more likely it is that the outcome will be effective. The planning process should be informed by
understanding of market responses to different types of crisis. Scenario planning is a useful
approach, based on examining how elements of the tourismsystem interact with the wider societal
and economic context. Understanding these relationships is a precursor to creating more resilient
tourism systems. Once the risks and possible crises are identified, plans should be established for
each possible event, including specific communications plans: Walters et al (2016) report on the
reputational damage which can be caused by sensationalist reporting, and a clear crisis
communications plan can minimise this threat.
The principal pre-crisis management steps for the tourism sector are therefore to:
1. Set up a tourismcrisis recovery task force or executive committee, linked to the national
disaster and risk management body, with representatives from public and private
sector.
2. Nominate a location as a crisis headquarters in the event of a crisis.
3. Designate a spokesperson, whowill work closely in the event of a crisiswith the national
body to ensure consistency of message.
4. Private companies should designate a senior staff member as lead, in addition to
allocating specific roles and responsibilities in responding to a crisis.
5. Establish the principles of a crisis communications plan, in particular the human,
financial and technical resources required.
6. Prepare draft messages to issue in the event of crises, if necessary using the templates
provided by the UNWTO’s ‘Toolbox for Crisis Communications in Tourism’ (2011).
7. Plan procedures and policies to implement if a crisis occurs.
8. Maintain up-to-date intelligence on the distribution of tourists in-country and key
contacts with consular officials and trade associations.
9. Maintain knowledge of market trends and possible reactions to different types of crisis.
10. Cultivate good relations with themedia, so that in the event of a crisis positivemessages
are more likely.
11. Create warm relations with tour operators personnel and past and potential visitors.
This will generate emotional and social capital and help create a supportive reaction to
a crisis.
12. Train personnel in safety and security issues to enhance awareness amongst
employees, and to minimise risks to tourists and employees, as well as property
damage.