Risk & Crisis Management in Tourism Sector:
Recovery from Crisis
in the OIC Member Countries
10
Figure E.2: Key Actions in the Six Phases of Crisis Management
Pre Crisis Contingency
Planning
Recognise potential threats and identify threats most likely to occur
Establish a tourism crisis recovery task force and designate a crisis HQ location
Ongoing market research to understand reaction to crises of different markets and segments
Maintain intelligence on tourist whereabouts, foreign consulates, trade associations
Train security personnel and tourism employees to respond to terrorism threats
Prepare draft press releases, e.g. modelled on UNWTO templates
Maintain good relations with media, tour operators and tourists
Set up clear channels of communication with tourists
Prodromal Phase:Warning Signs of
the Crisis
Place Crisis HQ in state of readiness; businesses to activate crisis plans
Finalise press releases
Activate crisis communications channels (website, Facebook)
Emergency Phase:Protective Actions
Provide medical, food and other assistance to ensure safety and welfare of tourists, employees and
residents
Put in place emergency evacuation procedures
Activate Crisis HQ
Lead Government agency to activate hotline for enquiries by media, trade and public
Assess and carry out most urgent infrastructural repairs