Crisis management in tourism: the firms language of Covid-19

Abstract

[eng] This work explains the different measures that large hotel chains have taken during the appearance of a virus known as coronavirus (COVID-19) that has triggered a health crisis with an unprecedented pandemic. For this, first the terms of crisis, crisis management, crisis communication in the tourism industry are defined and other cases of crisis prior to this one are used. The objective of this work is to analyse the response of the hotel sector, communication with its key audiences as the coronavirus pandemic evolves and for this, the programs used by large hotel chains to guarantee COVID-19-free stays are analysed, and the importance of communication with the client for the reactivation of the hotel industry. A brief analysis of their social networks is used as the main communication channel due to technological advance to understand what situation each hotel chain is in and what this may mean in the medium / long term is explained.