Model Pengembangan Krisis Manajemen Strategis untuk Keberkelanjutan Usaha pada Kondisi Pandemik di The Apurva Kempinski Bali

Friesatama, Okky and Budarma, I Ketut and Murni, Ni Gst Nym Suci (2022) Model Pengembangan Krisis Manajemen Strategis untuk Keberkelanjutan Usaha pada Kondisi Pandemik di The Apurva Kempinski Bali. Masters thesis, Politeknik Negeri Bali.

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Abstract

The COVID-19 pandemic has inflicted a negatively to the tourism especially hotel industry. Lockdown and restricted of traveling become the root cause traveler will not come to tourist destination. Hotel needs to be ready with disaster situation, hotel management should have a plan to manage the crisis by a framework that sinergize in each stakeholder. This thesis aims to describe the fact that how a crisis is managed by implementing the right strategic management in the luxury hotel chain in Bali, Indonesia. This thesis attempts to explore the crisis management practices conducted and key factor to successful in managing crisis by the hotel management during each phase of crisis, finally develop the management strategic to be recommended. The author in this qualitative method conducted interviews with executive members, owner representatives, and heads of departments who are managerial level in the organizational structure at the hotel. The head office is very concerned about the credibility aspect of its product; scattered hotels are required to follow all standard operating procedures in overcoming crisis. Business continuity plan is a guidance from the corporate to implement by hotel management in handling crisis. The head office requires the hotel to work with local agencies to assist with issues and manage communication crises if they occur. A structure organization is the key factor in collaboration synergizing between the executive committee, head of department, head quarter office, local agencies, and hotel owners in managing the crisis that occurs will result in minimizing material and non-material losses.

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