Title Krizni menadžment u hotelskim tvrtkama Title (english) Crisis management in hotel companies Author Višnja Pucić Mentor Tomislav Klarin (mentor)Committee member Božena Krce Miočić (predsjednik povjerenstva)Committee member Tomislav Klarin (član povjerenstva)Committee member Gabrijela Vidić (član povjerenstva)Granter University of Zadar Defense date and country 2022-07-18, Croatia Scientific / art field, SOCIAL SCIENCES Abstract Krize su dio današnjice i pojavljuju se kao rezultat nepredvidivog događaja ili nepredvidive posljedice nekog događaja koji se smatrao potencijalnim rizikom ili prijetnjom, a svaka krizna situacija zahtijeva brzu reakciju. Posebno osjetljivima mogu se smatrati turizam i hotelijerska industrija jer ovise o globalnim trendovima te za svoje efikasno poslovanje uključuju brojne druge grane djelatnosti. Prethodno shvaćene klasične krize mijenjaju se iz dana u dan u nove i zahtjevnije oblike. Moderna kriza karakterizirana je većom razinom nesigurnosti jer je nemoguće utvrditi njen opseg niti vremenski period trajanja. Većina kriza u turizmu i hotelijerstvu povezana je s promjenama u ekonomskim, političkim, socio-kulturnim, ekološkim i zdravstvenim domenama u kojima je turizam duboko utkan, a koje posljedično utječu na ponudu i potražnju u turističkim destinacijama. Upravo zbog toga krize u turizmu i hotelijerstvu mogu se podijeliti na ekološke, socio-kulturne, ekonomske, političke i zdravstvene. Pravovremeno prepoznavanje vrsta te eliminiranje krize s minimalnom razinom posljedica, okosnica su rada kriznog menadžmenta. Krizni menadžment je skup aktivnosti čiji je cilj predvidjeti, prepoznati te izučiti potencijalne krizne situacije, kako bi pronašli efikasne načine kojima će spriječiti daljnji razvoj ili u potpunosti riješiti krizu. Krizni menadžment se može promatrati kroz četiri faze: fazu ograničavanja (sprječavanja), fazu planiranja (pripreme), fazu odgovora na krizu i fazu oporavka. Suočavanje s kriznom situacijom tijekom svih faza iziskuje mnogo napora, stoga su razvijene tehnike i alati kojima se koriste krizni menadžeri kako bi uspješno prebrodili kriznu situaciju. Od alata kriznog menadžmenta mogu se istaknuti kontingentno planiranje, sistem ranog upozorenja, simulacija krize, specifičnosti upravljanja određenom vrstom krize i krizno odlučivanje. Provedeno je kvalitativno istraživanje u kojem su sudjelovale vodeće hotelske tvrtke u Istri, Valamar, Maistra i Plava Laguna. Kroz istraživanje se utvrdilo postojanje kriznog menadžmenta u ispitanim hotelskim tvrtkama te temeljne mogućnosti i ograničenja uspostavljanja i provođenja kriznog menadžmenta u hotelskim tvrtkama. Provedeno istraživanje dovelo je do zaključka kako iako ispitivane tvrtke nemaju formalno uspostavljen krizni menadžment, imaju određene procedure u kriznim situacijama i znaju se odnositi prema njima. Nadalje se kao temeljna ograničenja uspostavljanja i provođenja kriznog menadžmenta mogu uzeti sezonalnost i manjak stručnjaka, dok su temeljne mogućnosti stvaranje konkurente prednosti na domaćem i globalnom tržištu.
Abstract (english) Crises are part of everyday life and arise because of an unforeseeable event or the unforeseeable consequences of an event which was considered a potential risk or threat, and they require a rapid reaction. Tourism and the hotel industry can be considered particularly vulnerable, as they depend on global trends and involve many other sectors for their efficient operations. Previously understood traditional crises change from day to day into new and more demanding forms. A modern crisis is characterized by a higher level of uncertainty, as it is impossible to determine its extent or duration. Most of the crisis in tourism and hospitality are linked to changes in economic, political, socio-cultural, environmental and health domains where tourism is deeply woven, which consequently affect supply and demand in tourist destinations. Therefore, tourism and hotel crises can be divided into environmental, socio-cultural, economic, political and health crises. Identification of types and elimination of crises with minimal impact levels are at the foundation of crisis management work. Crisis management is a set of activities aimed at anticipating, identifying, and learning potential crisis situations, in order to find effective ways to prevent further development or to fully resolve the crisis. Crisis management can be observed through four phases: mitigation, preparedness, response and recovery. Dealing with a crisis at all stages requires a lot of effort, so the techniques and tools used by crisis managers to successfully overcome the crisis situation have been developed. Crisis management tools are: contingent planning, early warning system, crisis simulation, specificities of crisis management and crisis decision-making. Qualitative research was carried out with the participation of leading hotel companies in Istria; Valamar, Maistra and Plava Laguna. The research revealed the existence of crisis management in the hotel companies and the fundamental possibilities and limitations of setting up and carrying out crisis management in hotel companies. The research led to the conclusion that although the researched companies do not have formally established crisis management, they still have certain procedures in crisis situations and know how to deal with them. Furthermore, seasonality and lack of experts are taken as fundamental restrictions on the establishment and conduct of crisis management. While some of the possibilities of crisis management in hotel companies would be creating a competitive advantage in the domestic and global markets.
Keywords
Krize
krizni menadžment
krizni menadžment u turizmu i hotelijerstvu
faze kriznog menadžmenta
hotelske tvrtke
Keywords (english)
Crises
crisis management
crisis management in tourism and hospitality
crisis management phases
hotel companies
Language croatian URN:NBN urn:nbn:hr:162:931322 Study programme Title: Entrepreneurship in Culture and Tourism Type of resource Text File origin Born digital Access conditions Access restricted to students and staff of home institution Terms of use Created on 2022-07-21 11:34:37
