Crisis management in high-category hotels in Serbia during the COVID-19 pandemic

The aim of this research is to determine the level importance and performance (usage level) hotel crisis management measures during different phases a crisis: Before-Crisis phase, During-Crisis After-Crisis significant gap between these two levels by surveying managers high-category hotels in Serbia. questionnaires were filled out 162 Serbia (four-and five-star hotels) Covid-19 pandemic 2020. caused sharpest decline tourism sector around world, thus applied enterprises will have crucial role for industry surviving pandemic. managers' responses analyzed using Statistical Package Social Sciences (SPSS). methods include descriptive statistical analysis, paired-samples t-test, Importance-Performance Analysis (IPA). Empirical results showed that adopting various stages crisis, also, implementation certain significantly affected business operations hotels. In addition, considers implemented phase are great importance.