Hospitality managers in turbulent times: the COVID-19 crisis

نویسندگان

چکیده

Purpose This study aims to explore the role General Managers (GMs) play in mitigating effects of unprecedented COVID-19 pandemic. Design/methodology/approach Qualitative structured interviews conducted online with 50 hospitality GMs from 45 countries are used impact pandemic on industry’s operational norms and managers both managing crisis planning contingencies for recovery. Findings The findings enhance conceptual capital this emerging field provide insights how behave during crises. Four related sub-themes emerged data analysis, namely, contingency management, resilience GM roles, hotels’ key functional areas some GMs’ suggestions future luxury hospitality. Research limitations/implications generates empirical that inform contemporary debates about management organizations at a micro-level perspective. Practical implications suggest that, times uncertainty crisis, hotel vital coping changes leading their renewed abilities enable them adapt rapidly external business environment. Originality/value is unique terms scale depth, as it provides useful regarding GM’s an such COVID-19.

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ژورنال

عنوان ژورنال: International Journal of Contemporary Hospitality Management

سال: 2021

ISSN: ['0959-6119', '1757-1049']

DOI: https://doi.org/10.1108/ijchm-07-2020-0741