Crisis Management Strategies in the Hotel Industry: A Qualitative Inquiry

This exploratory study focuses on hotel crisis management strategies, especially when handling problems resulting from pandemics, economic declines, natural disasters, terrorist danger and issues that risk the reputation of the brand. By speaking with experts and reviewing hotel guidelines and reports, this study discovers the main hurdles that hotel management team’s encounter during crisis. The study analyzes how hotels coordinate their immediate and final actions during crises, with main themes being team collaboration, early risk assessment, making contingency plans, how to communicate inside and outside and the right use of resources. The results show that an organization’s flexibility, ability to learn from experience and clear leadership are important for crisis response. Real-time decisions, training the workforce, involving stakeholders and using technology are given special significance for business continuity. Furthermore, the research shares the techniques and novel approaches of top hotels after they have faced crises and recovered. The aim is to create helpful advice for understanding and carrying out crisis management in the hospitality industry. Connecting field research with frameworks, the study adds new insights to the larger discussion about resilience and agility in organizations. By doing this, we support the academic community and give hoteliers and hospitality experts workable strategies to face today’s unpredictable global challenges.