Estudio de caso de la comunicación de crisis en los hoteles Continental y Barceló Salinas

Abstract

This research summarizes the preventive planning of companies in the tourism sector of Ecuador, Hotel Continental and Barceló Salinas Hotel, in terms of their management in the face of crisis situations, analyzing their contingency measures and adopted strategies. This work allows to identify the mechanisms used by both organizations for the management of crisis communication. This thesis work took its units of analysis as a convenience and will provide a contribution to new researchers interested in this topic. The techniques used were in-depth interviews and non-participant observation and it could be concluded that, although both accommodations have emergency plans to deal with crises, only one manages crisis communication. The Continental Hotel does not have communication plans to publicize the problem, while the Barceló Salinas hotel has a communication brigade that provides information to prepare communications and inform the media during adverse times.