Crisis Management
Preparing, responding and recovering when the unexpected threatens guests, staff and reputation.
Equips frontline teams to recognise, respond to and recover from crises affecting hospitality operations — from fire, medical and security incidents to service failures and damaging social-media events. Built on the established three-phase model: pre-crisis preparedness, crisis response, and post-crisis recovery.
What learners will be able to do
Identify the main categories of crisis affecting hospitality businesses
Follow correct procedure during the critical firstminutes of an incident
Communicate calmly with guests, colleagues and
authorities
Operate confidently within emergency and business-continuity plans
Support reputation protection and recovery after an incident
Module structure
Understanding Crisis in Hospitality 30 min
Preparedness & Prevention (Pre-Crisis) 30 min
Responding in the Moment (Crisis Response) 40 min
Communication & Reputation 30 min
Recovery & Learning (Post-Crisis) 30 min
Local and Cultural Focus
Local emergency numbers and authority protocols, fire-safety expectations, and data-breach response under applicable data-protection law (such as the UAE PDPL or EU GDPR) — plus culturally appropriate guest communication for an international guest mix. Content is localised to each market of delivery.
Assessment: Scenario-based quiz per module, plus a final applied scenario working through a developing incident.
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