Electronic Theses and Dissertation

Abstrak penelitian ini berjudul “manajemen krisis hotel kyriad muraya banda aceh pada masa pandemi covid-19”. penelitian ini bertujuan untuk mengetahui bagaimana tahapan manajemen krisis dilakukan oleh hotel kyriad muraya aceh pada masa pandemi covid-19 serta bagaimana komunikasi krisis yang mereka lakukan dalam mengatasi krisis akibat pandemi covid-19. teori yang digunakan dalam penelitian ini ialah situasional communication crisis theory menurut w. timothy coombs berkaitan dengan strategi pesan komunikasi krisis. pada penelitian ini menggunakan konsep tahapan krisis menurut steven fink yang terbagi atas tahap prodromal, tahap akut, tahap kronik dan tahap resolusi, dan juga menggunakan konsep langkah mengelola krisis menurut rhenald kasali. jenis penelitian ini kualitatif studi kasus dengan metode observasi, wawancara, dan dokumentasi sebagai teknik pengumpulan data. wawancara yang dilakukan berupa wawancara semi terstruktur dan pemilihan informan menggunakan metode purposive sampling yaitu berdasarkan karakteristik tertentu. hasil penelitian ini adalah hotel kyriad muraya melewati tahap prodromal namun ketika memasuki tahap akut, kronik hingga resolusi manajemen hotel melakukan berbagai tindakan penanganan krisis, yaitu dengan melakukan analisis krisis, pilihan strategi yaitu strategi adaptif berupa kompromi, mengubah kebijakan, modifikasi operasional, dan meluruskan citra dan juga melakukan pengendalian krisis dalam langkah mengelola krisis. strategi komunikasi krisis hotel kyriad muraya lakukan di masa pandemi menggunakan ingratiation strategies dalam bentuk bolstering yaitu mengingatkan hal-hal positif yang dilakukan oleh manajemen hotel untuk menarik perhatian publik di masa krisis pandemi covid-19. kata kunci: manajemen krisis, komunikasi krisis, tahap krisis

ABSTRACT This research is entitled "Kyriad Muraya Hotel Crisis Management Banda Aceh During the Covid-19 Pandemic". This study aims to find out how the stages of crisis management were carried out by the Kyriad Muraya Aceh hotel during the Covid19 pandemic and how they carried out crisis communication in dealing with the crisis due to the Covid-19 pandemic. The theory used in this research is Situational Communication Crisis Theory according to W. Timothy Coombs related to crisis communication message strategies. This study uses the concept of crisis stages according to Steven Fink which is divided into prodromal stage, acute stage, chronic stage and resolution stage, and also uses the concept of crisis management steps according to Rhenald Kasali. This type of research is a qualitative case study using the methods of observation, interviews, and documentation as data collection techniques. The interviews were conducted in the form of semi-structured interviews and the selection of informants using the purposive sampling method, namely based on certain characteristics. The results of this study are that the Kyriad Muraya Hotel passes through the prodromal stage but when it enters the acute, chronic stage to the resolution of the hotel management, the hotel management performs various crisis handling actions, namely by conducting crisis analysis, the choice of strategy is an adaptive strategy in the form of compromise, changing policies, operational modifications, and image improvement. and also carry out crisis control in dealing with the crisis. Kyriad Muraya's hotel crisis communication strategy was carried out during the pandemic using Ingratiation Strategies in the form of bolstering, namely reminding the positive things that were done by hotel management to attract public attention during the Covid-19 pandemic crisis. Keywords: crisis management, crisis communication, crisis stage