Adjustments of Operating Guidelines of the International Hotel Chains in Bangkok After the Crisis of the COVID-19 Outbreak

Abstract

This research aimed (1) to study the health system affecting the intention of returning to use services in international hotel chains, and (2) to study the impacts and adjustments of operating guidelines of the international hotel business group in Bangkok after the crisis of the COVID-19 virus outbreak. This research was the research and development research using Mixed Method Research by distributing questionnaires to 400 samples of a group of Thai customers. Statistics for data analysis were the percentage, mean, standard deviation, and multiple regression analysis and in-depth interviews with 16 middle line managers from 9 international hotel chains in Bangkok using the grouned theory methodology. The results found that (1) health system in terms of policy, governance, information, and service provision affect the intention of returning to use the services in the international hotel chains. The crisis from the virus has caused many cancellations. The impact has decreased the revenue of the hotel. Many service providers have been suspended from jobs and temporary lockout of business. For modifying the hotel direction, they have to apply measurement government and the standards of relevant agencies as a condition of service at a higher level of safety, including target group adjustments and behavioural analysis of domestic clients to achieve income restructuring during surveillance of the outbreak of the virus again.