The Importance of Managing Crisis in the Hospitality Sector

This research aims to examine the importance of managing crisis in the hospitality industry of UK, with a study on Hotel Brooklyn. The study will develop a basic understanding of crisis management in relation to the hospitality industry, determine the concern of crisis management on business performance of Hotel Brooklyn, and determine the connection between crisis management and the hospitality sector. The research will utilize secondary sources and frequency distribution analysis.

Research Project
(The importance of managing crisis in the
hospitality sector)

ABSTRACT
The main idea of conducting the present research is to understand the role of crisis
management mainly in the hospitality industry in UK. With the help of this study, better
understanding can be built about the role of crisis management on business performance of the
chosen hotel. As it can also be seen that there is a connection between crisis management and the
hospitality sector. That connection will also be outlined in the study. Furthermore, the crisis
management in the hospitality must be managed for numerous reasons for instance for properly
managing resources and various strategies for the development of the plans.

ACKNOWLEDGEMENT
I am grateful to get the chance for conducting this research to improve my knowledge in
relation to the chosen topic that is understand the importance of managing crisis in the hospitality
industry of UK. I would like to thanks all my instructors, mentors and seniors as they helped me
in this whole study. In order to carry out the research carrying out the research and they have
provided proper guidance and support in the research in an effective manner. Along with it, I
would also like to present my gratitude to my family and friends as they supported me. With the
help of their guidance and inspiration, I got the self-confidence in relation of completing the
research.

LIST OF TABLE
Table 1: Does crisis management plays a very important role in improving the business
performance within the UK hospitality industry...........................................................................16
Table 2: Role of crisis management in improving performance of business in the UK hospitality
industry..........................................................................................................................................17
Table 3: The challenges faced by Hotel Brooklyn in managing the crisis....................................18
Table 4: The strategies that Hotel Brooklyn uses for mitigating the risk of crisis within the UK
hospitality sector............................................................................................................................19
Table 5: Do these strategies are helpful for Hotel Brooklyn in mitigating the risk of crisis
effectively......................................................................................................................................20

LIST OF FIGURES
Figure 1:Managing The Crisis: A Brief Guide On Crisis Management........................................10
Figure 2: CRISIS AVERTED: WHY HAVING A CRISIS-MANAGEMENT PLAN IN PLACE
IS CRUCIAL FOR HOTELS........................................................................................................11
Figure 3: Crisis Management in Hotel Industrys...........................................................................12
Figure 4: The strategies that Hotel Brooklyn uses for mitigating the risk of crisis within the UK
hospitality sector............................................................................................................................20
Figure 5: Do these strategies are helpful for Hotel Brooklyn in mitigating the risk of crisis
effectively......................................................................................................................................22

Table of Contents
ABSTRACT.....................................................................................................................................2
ACKNOWLEDGEMENT...............................................................................................................3
LIST OF TABLE.............................................................................................................................4
LIST OF FIGURES.........................................................................................................................5
Chapter 1: Introduction....................................................................................................................7
Overview about the topic........................................................................................................7
Research aim, objectives and questions.................................................................................7
Research questions...........................................................................................................................7
Research rationale..................................................................................................................8
Chapter 2- Critical literature Review...............................................................................................9
To develop basic understanding about the crisis management in relation to the hospitality
industry in UK........................................................................................................................9
To determine the concern of the crisis management on business performance of Hotel
Brooklyn...............................................................................................................................10
To determine the connection between crisis management and the hospitality sector..........11
Chapter 3: Research Methodology.................................................................................................13
Chapter 4: Analysis and Findings..................................................................................................15
Frequency distribution table.................................................................................................15
Data interpretation................................................................................................................16
Chapter 5: A Critical Appraisal, Recommendations & Suggestions for Further Work.................23
Chapter 6: Conclusions..................................................................................................................25
Own Performance Reflection on the Research Process.................................................................26
References......................................................................................................................................27
APPENDIX....................................................................................................................................28
Questionnaire........................................................................................................................28

Chapter 1: Introduction
As per the market situations the crisis management planning is considered to be the main
duty of the company and its management. It is correct to say that the pandemic has brought
various issues which were resolved by making use of effective crisis management and its plan. In
that process a crisis management team will carry out the actions which will be based on the
current events and focusing on reducing the negative aspects. That is why it is required to detect
the early signs of the crisis so that the impact of the crisis can be assessed.
Overview about the topic
The crisis management in the hospitality must be managed for various reasons such as for
using resources and various strategies for the development of the plans. It is connected with
strategic preparation and the main impact of the crisis in any company leads to impact its image,
capability and reputation. In order to get rid of such issues most of the people must be aware
about the concept of the crisis management. That is why the staff and the management should be
aware about the issues as it has the power to impact the profitability of the business. In relation
to the study, Hotel Brooklyn is selected for the present study and it is located in the middle of the
Portland Street. Along with it, it will highlight the role of managing crisis management plan.
While the research will be utilised by various people who are concerning over the crisis
management of the chosen hotel.
Research aim, objectives and questions
Research Aim
To examine the importance of managing crisis in the hospitality industry of UK”. A study on
Hotel Brooklyn.
Research Objectives
 To develop basic understanding about the crisis management in relation to the hospitality
industry in UK.
 To determine the concern of the crisis management on business performance of Hotel
Brooklyn.
 To determine the connection between crisis management and the hospitality sector.
Research questions
 What do you mean by crisis management in relation to the hospitality industry in UK?

 Explain the concern of crisis management on business performance of Hotel Brooklyn?
 What is connection between crisis management and the hospitality sector?
Research rationale
The main reason behind choosing this topic is to understand the in depth knowledge about the
role of crisis management. It can be seen that the Covid-19 has brought major issues in the
hospitality industry which was reduced by implementing the crisis management in the
companies. Along with it, in context to personal viewpoint the particular research has allowed
me to analyse myself with numerous skills.

Chapter 2- Critical literature Review
The term literature review is defined as a summarised information which is projected in relation
to the particular topic in a comprehensive manner. It is known to support the researcher in order
to gather the information from various sources. With the aim of getting in depth knowledge
about the topic for conducting the future research. With the help of knowledge, the research will
be conducted in a more actual and an appropriate manner.
To develop basic understanding about the crisis management in relation to the hospitality
industry in UK.
As stated by Brandebo (2020), the concept of crisis management is defined as the ways and
series of action which must be taken by the companies during the time of crisis. The crisis leads
to impact the image of the company and in order to manage that proper plan will be required.
Most of the businesses have faced the crisis situations and that is the main reason the company
should identify the impact of crises as it has the power to impact the company. It is also
described as the procedure of mending for and coming through any concerned or unexpected
crisis situations that impact the hotel, its clients, professional, management, investors and
proceeds. Thus, the term crisis management is considered to be significant element in the
business performance of the companies. The ultimate goal of the crisis management is to manage
the events with the purpose of reducing the risks. Furthermore, for that multiple teams can exist
and with the aim of successfully diffusing the crisis the company must have information about
the ways to handle crisis. The main step is to determine the type of crisis by understanding its
signs. Then the company must plan in relation to that crisis so that the issues will be addressed.
Then it is the duty of the employees to get along properly with the changes in the company.
Further, the company targets to keep the employees trained so that they will be having
information about dealing with the crisis situation. It can also be seen that such companies which
do not learn from their past mistakes then they will be able to experience severe issues in the
future. The company must identify and rectify the past mistakes related to the crisis and in that
management should support in bringing improvement in the communication.

Figure 1:Managing The Crisis: A Brief Guide On Crisis Management
To determine the concern of the crisis management on business performance of Hotel Brooklyn
According to Saroj and Pal (2020), crisis management is the strategy which has a major
impact on the level of performance in the chosen company. As the situation of crisis can take
place out of nowhere and comes with no warning. With the help of crisis management, the
chosen company is able to build its resources which are utilised by the company. As there are
some threats which are present in the market so, it is essential to identify the potential threats.
The concept of crisis management has allowed to promote the culture of communication. It has
led to elevate the level of performance of the chosen company. Due to which the morale of the
company has also improved and the employees also feel protected in relation to their future. So,
the chosen company has pinpointed the risks and made a plan which had all level of alertness.
Due to which the company was able to set a clear chain of command to deal with the crisis
situation. Furthermore, the company has always made sure to anticipate the level of crises so that
better security can be provided and involved. The company has also kept align its tasks with the
external teams in order to deliver and perform better in the market. Hotel Brooklyn plans in order
to deal with guests, staff and the people associated with the operations during any crisis.

Figure 2: CRISIS AVERTED: WHY HAVING A CRISIS-MANAGEMENT PLAN IN PLACE IS
CRUCIAL FOR HOTELS
To determine the connection between crisis management and the hospitality sector
In the opinion of Berbekova, Uysal and Assaf, (2021), there is a direct link between the
crisis management and the hospitality sector. It can be seen that the hospitality industry has
numerous situations that take place due to crisis. The hospitality industry is one of the complex
and it is also prone to various crisis events. In that process the crisis management has brought
positive impression in making efforts at the company to deal with crisis. The crisis can be a
natural disaster, man-made situation or anything like pandemic. That is why, all the companies
which are involved in the hospitality industry are required to consider about different factors.
Factors which are present in the external environment and due to such unforeseen event for
example Covid-19 has brought some major loss for the mankind globally. So, it can be said that
there is a direct linking between crisis management and the hospitality sector. In relation to the
chosen company, the digital transformation needs combination of digital technology in all the
departments of the company. Such combination will support in reducing the negative impact of
the events and various types of situations can be handled in the future. Along with it, the crises
are the unavoidable part of the life which cannot be controlled at the initial stage. The chosen
company has properly communicated the detailed steps in order to handle the crisis. Due to
which the company was able to assign duties and predict the issues in advance on the basis of
market. For that the best example is the Covid-19, those companies which had the better crisis
management plan was able to survive better.

Figure 3: Crisis Management in Hotel Industrys

Chapter 3: Research Methodology
Under this chapter the researcher will find data and information by making use of various
research methods related with the topic for reaching the research objectives. The present study
will utilise the secondary sources for the purpose of collecting data by using articles and books
within the research (Säfsten, and Gustavsson, 2020). The researcher will also use frequency
distribution analysis in the present research so that information can be brought in an effective
manner.
Research Approach
The term research approach is defined as plan which consists of different assumptions which are
linked with the process of data collection and its interpretation. There are two types of research
approach such as inductive and deductive (Leiva, Ruggeri, and Laniado 2022). As per this
project, the deductive approach will be selected because it consumes less time and presents the
points visibly. Although the inductive approach has the key emphasis on developing the theory
due to which it is not proper for the current research.
Research Philosophy
Research philosophy is explained as the set of various ideas which are mainly applied to the
chosen study with the aim of presenting the results better. There are two types of philosophy that
is positivism and interpretivism. As per this study positivism philosophy is being selected as it is
considered to be trustworthy and it has its main focus on the elaborating the whole process.
Whereas the interpretivism is not selected as it uses the subjective data with the aim of analysing
the topic (Thomas, 2021).
Research Strategy
There are various strategies for instance qualitative interview, action-oriented research, case
study, survey, and many others. In context of the study, surveys will be selected because the
surveys are known to provide better level of capability. That can be done by representing the
select part of vast population through a variety of ways. Furthermore, it also assists in better
performance of the research as information will be collected with the help of questionnaire.
Research Choice
It is one of the base of the research and it is further categorised into two parts that is qualitative
and quantitative. As per the given project, the quantitative research is considered because it is
known to help in concentrating on facts of information which will be utilised for better analysis.

In addition to this, quantitative choices are explained as the process of gathering the numerical
data which will be used for the purpose of making predictions. With the target of getting the
results from the wider population. Along with it, it also removes the issues by targeting on actual
data. Due to this, it will allow to focus on the series of information (Ratnam, 2019).
Data Collection
It is explained as the way of collecting the data so that better understanding can be built in the
research process. There are two types of data collection that is primary and secondary. Both the
types will be used in the study and further questionnaire will be utilised in the primary method,
whereas books and journals will be used in the secondary mode.
Time Horizon
Time horizon is defined as the time frame of the research and it is divided into two types that is
cross sectional and longitudinal. In relation to the research project, the longitudinal time horizon
is selected because it supports in knowing the various changes and evolution which takes place
over the time. It can be attained by collecting the data while on the other hand cross sectional is
known to support over a period of time such as days, weeks and months. That is why it will not
be utilised for the research purpose (Knottnerus, and Tugwell, 2018).
Sampling
The term sampling is defined as the process through which the samples of various
representatives are collected. There are two forms of sampling such as probability and non-
probability sampling. In relation to the present case, the probability sampling will be selected and
about 20 employees will be chosen (Ledford and Gast, 2018).
Analysis
It is known to define the numerous techniques which are utilised to present the ways for the
research. Further, it is divided into two parts that is thematic analysis and frequency distribution.
For this task, frequency distribution is selected as it will support in representing the data and
graphical representations. Along with it, thematic analysis is not considered because the sayings
which are utilised in this analysis will not define the meaning properly (Sánchez and et.al.,
2021).

Chapter 4: Analysis and Findings
Frequency distribution table
Q1) Do you think, crisis management plays a very important role in improving
the business performance within the UK hospitality industry?
Frequency
a) Yes 17
b) No 2
c) May be 1
Q2) As per your perspective, what is the role of crisis management in
improving performance of business in the UK hospitality industry?
Frequency
a) Anticipating potential issues 6
b) Managing employee performance 4
c) Making crisis management plan 2
d) Encourage and motivate employees 5
e) Helping organisation for tough times 3
Q3) As per your opinion, what are the challenges faced by Hotel Brooklyn in
managing the crisis?
Frequency
a) Too much data related to crisis 7
b) No visibility 4
c) Ineffective communication 3
d) Inability to clearly delegate team 5
e) Reduced efficiency and effectiveness of employees 1
Q4) As per your knowledge, what are the strategies that Hotel Brooklyn uses
for mitigating the risk of crisis within the UK hospitality sector?
Frequency
a) Identifying the key risks 3
b) Building a crisis management team 2

c) Support potential customers 6
d) Provide training to employees 4
e) Ensure consistent communication 5
Q5) Do you think that these strategies are helpful for Hotel Brooklyn in
mitigating the risk of crisis effectively?
Frequency
a) Strongly agree 7
b) Agree 5
c) Neutral 4
d) Disagree 3
e) Strongly disagree 1
Data interpretation
Table 1: Does crisis management plays a very important role in improving the business
performance within the UK hospitality industry
Q1) Do you think, crisis management plays a very important role in improving
the business performance within the UK hospitality industry?
Frequency
a) Yes 17
b) No 2
c) May be 1

a) Yes b) No c) May be
0
2
4
6
8
10
12
14
16
18
Figure 1: Does crisis management plays a very important role in improving the business
performance within the UK hospitality industry
Interpretation: It is interpreted from the above chart that crisis management plays a substantial
role in improving the performance of business within the UK hospitality sector. There are in total
20 respondents selected by the researcher, from which 17 respondents have said yes about the
role of crisis management in improved performance in the hospitality sector. 2 respondents have
said no and do not agree with the setup of crisis management in the business. While 1 respondent
said may be which means neither yes nor no about the role of crisis-management in the business.
Table 2: Role of crisis management in improving performance of business in the UK hospitality
industry
Q2) As per your perspective, what is the role of crisis management in
improving performance of business in the UK hospitality industry?
Frequency
a) Anticipating potential issues 6
b) Managing employee performance 4
c) Making crisis management plan 2

d) Encourage and motivate employees 5
e) Helping organisation for tough times 3
0
1
2
3
4
5
6
6
4
2
5
3
Figure 2: Role of crisis management in improving performance of business in the UK hospitality
industry
Interpretation: As per the above gathered discussion from the graph, it is interpreted that out of
20 respondents in total, 6 respondents have said that crisis management helps in anticipating the
potential issues faced by company, 4 respondents have said that it helps in managing employee
performance for better productivity, 2 respondents feels that it assists in making effective plan
for managing crisis. 5 respondents said that it helps in encouraging and motivating employees for
doing better work while 3 respondents said that it helps in helping organisation for facing tough
times properly.
Table 3: The challenges faced by Hotel Brooklyn in managing the crisis
Q3) As per your opinion, what are the challenges faced by Hotel Brooklyn in
managing the crisis?
Frequency
a) Too much data related to crisis 7

b) No visibility 4
c) Ineffective communication 3
d) Inability to clearly delegate team 5
e) Reduced efficiency and effectiveness of employees 1
0
2
4
6
7
4 3
5
1
Figure 3: The challenges faced by Hotel Brooklyn in managing the crisis
Interpretation: It is analysed from the above graph is that the company faces different number
of challenges while managing the crisis in an effective manner. There are total 20 respondents,
out of which 7 respondents feels that too much data related to crisis is a challenge for the
company. 4 respondents have said that no visibility about the impact of crisis is also a major
challenge for business. 3 respondents have said that ineffective communication also creates
problem for employees, 5 respondents have said that inability to clearly delegate team about the
work they need to do is a challenge. While 1 respondent have said reduced efficiency and
effectiveness of employees results in decreasing the overall growth of business.

Table 4: The strategies that Hotel Brooklyn uses for mitigating the risk of crisis within the UK
hospitality sector
Q4) As per your knowledge, what are the strategies that Hotel Brooklyn uses
for mitigating the risk of crisis within the UK hospitality sector?
Frequency
a) Identifying the key risks 3
b) Building a crisis management team 2
c) Support potential customers 6
d) Provide training to employees 4
e) Ensure consistent communication 5
0
1
2
3
4
5
6
3
2
6
4
5
Figure 4: The strategies that Hotel Brooklyn uses for mitigating the risk of crisis within the UK
hospitality sector
Interpretation: It is analysed from the above graph that there are several strategies that help
company in reducing the risk of crisis within the UK hospitality sector appropriately. Out of 20
respondents, 3 respondents have said that identifying the risks present in the uncertain event is

considered to be a strong strategy, 2 respondents have said that building a crisis management
team helps in making effective plan. 6 respondents have said that supporting potential customers
is also important at the time of crisis, 4 respondents have said that providing training to
employees is also an effective strategy while 5 respondents have said that ensuring consistent
communication helps in dealing with the crisis.
Table 5: Do these strategies are helpful for Hotel Brooklyn in mitigating the risk of crisis
effectively
Q5) Do you think that these strategies are helpful for Hotel Brooklyn in
mitigating the risk of crisis effectively?
Frequency
a) Strongly agree 7
b) Agree 5
c) Neutral 4
d) Disagree 3
e) Strongly disagree 1

a) Strongly agree b) Agree c) Neutral d) Disagree e) Strongly disagree
0
1
2
3
4
5
6
7
7
5
4
3
1
Figure 5: Do these strategies are helpful for Hotel Brooklyn in mitigating the risk of crisis
effectively
Interpretation: As per the above gathered discussion from the chart, it is analyse that out of the
total of 20 respondents, 7 respondents strongly agree with the above mentioned strategies as it
helps in reducing the crisis risk, 5 respondents have agreed with the above fact. 4 respondents are
in a neutral situation neither yes nor no, 3 respondents have disagreed with the above statement
as it requires more investment while 1 respondent strongly disagree with the fact as have not
proper knowledge related to the topic.

Chapter 5: A Critical Appraisal, Recommendations & Suggestions for
Further Work
Recommendation
Managing crisis is important for every organisation because it helps in reducing the
chance of getting affected at the time uncertain or unexpected crisis within the UK hospitality
sector. There are different recommendations that helps in improving the business performance in
the time of tough crisis which are defined as under:
Build a crisis management team – Building a team for managing crisis is an important
recommendation that helps in initiating better strategies for overcoming the risk of crisis faced
by the UK hospitality sector. At the time of hitting crisis in an organisation, it is important to get
their most efficient and effective members of the team for handling the situation. It is the
responsibility of the management to communicate about who will be working in the team and
clarifying their purpose and role in managing the problems.
Implement clear guidelines – It is important for the business organisation to implement clear
guidelines to be followed by the employees and employers working the company. This helps in
guiding them about the affect of the crisis properly and in making ways to mitigate them in a
precise and effective manner. Proper guidelines also assist in training employees for the given
situation in a proper manner for improved performance and productivity of the business in the
competitive market.
Create face sheets and lists – For making a successful plan in the time of crisis, it is necessary
for the company to make proper list and face sheets. This helps in designing about the working
structure that they will follow in order to manage the crisis in the time of crisis so that they gain
high growth in the market. When a crisis occurs in the market, timely response is essential for
the business because this helps the company in surviving in the tough market situations
effectively.
Suggestions for further research
The present research is carried on by using quantitative research method as it consist of
numerical information related to numerical facts and figures related to the topic. Quantitative
information is more easy and reliable to understand and is more easy to collect. This particular
research also helps the future researchers in conducting the similar topic research in a more
effective and substantial manner. It is useful for future researchers because they get to know

about the cost incurred in the research and in acknowledging about the resources that are used in
the following research in a more systematic way.

Chapter 6: Conclusions
It has been concluded from the above collected information that crisis management plays
a significant role in determining ways to decrease the level of impact on the performance of the
business within the UK hospitality sector. It is important for every organisation to set a up a
strong and effective crisis management team so that they deal with the crisis situation effectively
against other companies. Crisis can occur anytime within the business and for dealing with the
uncertain and future crisis it is necessary for the company to be prepared for managing the
company profits properly. The researcher has achieved all the three objectives by gathering
appropriate and correct information from authentic websites. The first objective is to understand
about the meaning of crisis management in context of the hospitality industry with the help of
using literature review method. Crisis management is defined as a process of dealing with the
crisis or emergencies with specific strategies for surviving in the business market effectively.
The second objective is about the impact of crisis management on the business performance and
productivity with the help of literature review in a summarised manner and data analysis. Crisis
management impacts the performance of the business in the UK hospitality sector in a positive
manner. While the last objective is to understand the connection between the hospitality sector
and crisis-management through literature review in a more detailed manner with reliable
information. Crisis-management helps in providing better solutions to the company in order to
minimise the risk present in the crisis and in improving the overall performance and productivity
of employees. The researcher has used the quantitative method approach for collecting and
analysing information related to the topic for attaining the research aim and objectives in a more
appropriate manner.

Own Performance Reflection on the Research Process
From the present investigation, I gain professional and useful knowledge related to the
topic in an effective manner. The following investigation helped me in knowing about the
importance and impact of crisis-management on the overall performance of the business. In the
recent times, having a strong crisis management team is necessary for the business because it
helps in handling the tough crisis situations systematically. I also get to know about the strategies
that company can use foe mitigating the risk present in the crisis and how it helps in improving
the performance of the business. While conducting the study, I get to know about my strengths
and weaknesses. By using research methodology, I come to know about my effective
communication skills. Better communication skills of mine helps in collecting authentic and
reliable information about the topic. Other important strength that I possess is that I am best in
analysing and interpreting the information. I can also interpret raw information and can analyse
useful and productive information. With the help of this productive information, I attain the
research aim and objectives in a more reliable and effective manner. On the other hand, this
research also helps me in determining my weaknesses. I find that I am not good in managing the
time for completing the project on time. I am also not good at resolving problems of the research
like selecting the right method and tool for collecting and interpreting information related to
data. For overcoming the time management skill, I used Gantt chart which helps me in dividing
the information related to research in small activities. This helps me in allocating the activities on
the basis of certain time for completing the whole research project on time.

References
Books and Journals
Berbekova, A., Uysal, M. and Assaf, A.G., 2021. A thematic analysis of crisis management in
tourism: A theoretical perspective. Tourism Management, 86, p.104342.
Brandebo, M.F., 2020. Destructive leadership in crisis management. Leadership & Organization
Development Journal, 41(4), pp.567-580.
Knottnerus, J.A. and Tugwell, P., 2018. Ethics of research methodology requires a methodology
of research ethics. Journal of Clinical Epidemiology, 100, pp.v-vi.
Ledford, J.R. and Gast, D.L. eds., 2018. Single case research methodology (p. 377). New York,
NY: Routledge.
Leiva, V., Ruggeri, F. and Laniado, H., 2022. Bayesian Computation in a Birnbaum–Saunders
Reliability Model with Applications to Fatigue Data. In Bayesian Inference and
Computation in Reliability and Survival Analysis (pp. 41-55). Springer, Cham.
Ratnam, C., 2019. Listening to difficult stories: Listening as a research methodology. Emotion,
Space and Society, 31, pp.18-25.
Säfsten, K. and Gustavsson, M., 2020. Research methodology: For engineers and other problem-
solvers.
Sánchez, L., Leiva, V., Galea, M. and Saulo, H., 2021. Birnbaum‐Saunders quantile regression
and its diagnostics with application to economic data. Applied Stochastic Models in
Business and Industry, 37(1), pp.53-73.
Saroj, A. and Pal, S., 2020. Use of social media in crisis management: A survey. International
Journal of Disaster Risk Reduction, 48, p.101584.
Thomas, C.G., 2021. Research methodology and scientific writing. Thrissur: Springer.

APPENDIX
Questionnaire
Q1) Do you think, crisis management plays a very important role in improving the business
performance within the UK hospitality industry?
a) Yes
b) No
c) May be
Q2) As per your perspective, what is the role of crisis management in improving performance
of business in the UK hospitality industry?
a) Anticipating potential issues
b) Managing employee performance
c) Making crisis management plan
d) Encourage and motivate employees
e) Helping organisation for tough times
Q3) As per your opinion, what are the challenges faced by Hotel Brooklyn in managing the
crisis?
a) Too much data related to crisis
b) No visibility
c) Ineffective communication
d) Inability to clearly delegate team
e) Reduced efficiency and effectiveness of employees
Q4) As per your knowledge, what are the strategies that Hotel Brooklyn uses for mitigating the
risk of crisis within the UK hospitality sector?
a) Identifying the key risks
b) Building a crisis management team
c) Support potential customers
d) Provide training to employees
e) Ensure consistent communication
Q5) Do you think that these strategies are helpful for Hotel Brooklyn in mitigating the risk of
crisis effectively?

a) Strongly agree
b) Agree
c) Neutral
d) Disagree
e) Strongly disagree