Crises Readiness and Response Strategies in Times of Disruptions in The Hotel Industry: A Strategic Resilience Framework
DOI:
https://doi.org/10.58837/CHULA.CBSJ.46.2.4Keywords:
Crisis Readiness, Crisis Response, Crisis Resilience Framework, Government Support, Crisis LeadershipAbstract
Several unforeseen events have been happening recently that profoundly affected individuals and organizations, underscoring the critical importance of cultivating resilience within the hotel industry. As the industry is experiencing disruptions over time, it becomes imperative for hoteliers to adopt proactive measures that not only mitigate risks but also ensure a swift and effective response when a crisis strikes. Employing the convergent parallel mixed methods approach, the research identified the determinant factors influencing crisis readiness and reaction in the hotel industry during disruptions. Quantitative data were gathered from 141 hotel employees, while qualitative insights were derived from in-depth interviews with ten hotel managers. The key findings revealed that transformational leadership was crucial for crisis readiness, detailed crisis management plans, and improved communication networks from the top management to employees and other stakeholders. It was also observed that active marketing strategies and cost-cutting in financial management are better response strategies to disruptions. Government support was highly valued by hotels and exhibited a strong positive correlation with operations, marketing, human resource management, and financial management. Regression and path analysis demonstrated that marketing and government support are significantly associated with hotel crisis readiness. The framework developed from the study serves as a blueprint for future resilience as it guides policymakers to refine their existing support programs and formulate new initiatives tailored to the needs of the industry. The hotels may develop strategic plans that prioritize crisis readiness and response.
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