Crisis Concierge Certification
Crisis Concierge is a formalized program for providing continuous support to visitors
if a significant negative incident happens at a destination. A support system for
the visitors is fundamental because if something happens to a tourist while on vacation,
it can influence the likelihood of revisiting the destination and the possibility
of negative word of mouth. Moreover, incident management is the responsibility of
the destination managers.
The Program
- This program is offered ONLY at the University of South Carolina with its unique approach
to blending current research with insights from industry leaders who have planned
and implemented crisis management for both tourism destinations and businesses.
- The SmartState Tourism Crisis Concierge training program consists of four two-hour
seminar courses.
- Session 1: Phases of the Crisis Concierge program – Caring About and Taking Care
- Session 2: Phases of the Crisis Concierge program – Caregiving and Care Receiving
- Session 3: Element of Care
- Session 4: Best Practices – Developing strategies for DMOs and Training the Staff
Benefits
- Mitigate crisis impact on visitors
- Increase the likelihood of revisiting
- Increase the likelihood of positive destination word of mouth
- Develop strategies to manage incidents
- Provide staff training
Materials to be Provided by SmartState
- PowerPoint presentations in English and Spanish
- Pre-workshop reading materials in English
- Workbook for completion (provided during the workshop)
- Digital materials for three courses
Recommended Materials
- We recommend the following materials are available to make the workshop successful:
- Computer and projectors
- Tables and chairs
- A whiteboard
- Five flip charts, markers, and paper
- Wireless microphone
- Video camera
