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| Author: | Stafford, G. Yu, L. Armoo, A. K. |
| Title: | Crisis management and recovery: how Washington, D.C., hotels responded to terrorism |
| Journal: | Cornell Hotel and Restaurant Administration Quarterly
2002 : OCT, VOL. 43:5, p. 27-40 |
| Index terms: | Tourist industry Hotel management Crises Disasters Crisis management USA |
| Language: | eng |
| Abstract: | In the wake of the terrorist attack on the Pentagon, hotel and tourism industry was one of many that were plunged into uncharted territory. The response and recovery efforts by Washington-area hotel managers suggest a model for responding to and recovering from a crisis based on malevolent intent. The key-recommendations are: (a) crisis preparation and -management expertise should be added to the qualifications of hotelmanagers at different levels and (b) local clusters of hotels, brands, and stakeholders affected by a crisis should coordinate their efforts to optimize the speed and completeness of the initial response and shorten the recovery time. |
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