Managing crisis after the bomb attack of 12 october 2002 by Melia Bali Villas and Spa Resort

Damayanti, Diah (2004) Managing crisis after the bomb attack of 12 october 2002 by Melia Bali Villas and Spa Resort. Bachelor thesis, Petra Christian University.

Abstract

Economic situation especially in Bali has been destructed after the terrorism attack in 12 October 2002. Bali as a world tourism destination really suffered a great damage. Occupancy rate decline drastically, makes the hotel management has to deal with management crisis. The writer use a case study method to answer the problem in this report, solved with data that the writer gain from interviews with the hotel management. The writer finds that many actions could be taken in managing crisis, especially in hospitality industry. A structured plan should be organized by the top management, to make the business survived. Human Resources, Security, Sales and Marketing, together with the other department have to do their saving actions. Human Resources department in Melia Bali take care of the employee, how to minimize the cost as well as maintaining the feeling of safety of the employee. The Security department responsible for the safety of the employee and the guest, while prevent the guest?s inconvenience. Trainings and more sophisticated equipments and staff addition were done during the crisis period. The Sales and Marketing team promoted many campaigns and value added packages to attract both of new target market and the traditional target market. Special price were offered to certain Asian market, which only concern about the price and were not afraid to come. Cost saving actions was introduced to minimize the cost in all departments. Well-planed actions, transparent communication, and good motivation from the top-level management are needed to overcome the crises that damage the business. Thus Melia Bali can maintain good performance from employees even in the worst condition, while stays compete in the industry.

Actions (login required)