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Follow the links below to find material targeted to the unit's elements, performance criteria, required skills and knowledge

Elements and Performance Criteria

  1. Identify and acknowledge the crisis.
  2. Assess impacts on the viability of the business.
  3. Adapt business operations to manage the crisis.
  4. Monitor and evaluate business operations.

Performance Evidence

Evidence of the ability to complete tasks outlined in elements and performance criteria of this unit in the context of the job role, and:

identify and assess ramifications of at least two internal and two external crises on business continuity

demonstrate the following for each of the above internal or external crises on business continuity:

develop a clear, accurate and complex emergency operational plan

assess and adapt business operations to manage business continuity

implement the emergency operational plan and monitor, evaluate and adapt the plan based on outcomes.


Knowledge Evidence

Demonstrated knowledge required to complete the tasks outlined in elements and performance criteria of this unit:

trigger factors for downturns in tourism, travel, hospitality and event business:

changes in the length and regularity of holidays taken by the source market

changes in the popularity of:

destinations

style of tourism, travel and hospitality products

budget or premium product

closure of major transport suppliers:

airlines

coach companies

cruise operators

closure of the operation of multiple suppliers in a destination

downturn in local economic growth

global financial downturn

impending economic recession or crisis

in destinations used by the business, warnings of impending:

natural disasters

political and civil uprisings

terrorism acts

wars

ramifications of an internal crisis on business continuity:

breakdown or complete failure of key equipment

accident, death, major injury or illness, or repatriation of a customer, tour guide or tour manager

destruction of infrastructure

failure of marketing program

financial loss through non-compliance with the law or litigation

death, family crisis, fraud, long term illness or professional incompetence of a key employee

media coverage of business accident, incident or impending failure

major work health and safety accident or near miss incident

ramifications of an external crisis on business continuity:

breakdown or complete failure of supplier equipment

plane crash

for destinations used by the business:

chemical spill

civil uprising

destruction of tourism infrastructure

health epidemics or pandemics

natural disaster

outbreak of war or political coup

radiation leak

terrorism

financial recession or crisis for the source market

industrial dispute

specific industry sector:

key characteristics of internal and external crises

impacts of crises on the provision of products and services and business viability

historical impacts of crises on tourism, hospitality and event operations

major triggers for a downturn in customer sales

consultative mechanisms commonly used by organisations

promotion and public relations activities commonly used by organisations during a crisis

role of key external people and organisations in managing a business crisis

techniques to adapt business operations to manage a business in crisis

specific organisation:

roles and responsibilities of key staff members and external consultants

contents and role of organisational documents in managing the business

key people involved in the assessment of a business continuity crisis:

business accountants

customers and their families

colleagues

consultants:

crisis management

marketing

public relations

financial controllers

insurance brokers and providers

legal representatives

suppliers

travel insurance providers

organisational documents to determine current financial and operational status of a business:

brochures

budgets

business plans

current contracts relating to current financial and operational business matters

customer surveys

financial reports and forecasting

product costings and published tariffs and price lists

reports

tenders, proposals or bids

terms and conditions for credit provision

provision of products and services to customers

possible recommendations to ensure financial viability of businesses in continuity crisis:

cancelling impending departures to affected destinations

cancelling unprofitable products or services

closing particular departments

moving premises to a less costly location

price rises or reductions

re-aligning product style and pricing to meet current market needs

reducing staff hours, or staff redundancies

sale of equipment

scaling promotional activities up or down

temporary cancellation of products in affected destinations

temporary closure of affected locations

formats for and inclusions in emergency operational plans

features and functions of financial software programs for preparing and monitoring financial reports.