Crisis Management in Hospitality Industry during Covid-19: A Case Study of Hilton

Project on Pearson-set theme
of Crisis Management
(Distinction Criteria)

Table of Contents
Chapter 1: Introduction-..................................................................................................................4
1.1 Problem statement.................................................................................................................4
1.2 Organizațional overview........................................................................................................4
1.3 AIM........................................................................................................................................4
1.4 Objectives..............................................................................................................................4
1.5 Research questions.................................................................................................................5
1.6 Research raționale..................................................................................................................5
1.7 Significance of the research...................................................................................................5
Chapter 2: Literature review............................................................................................................5
Introduction..................................................................................................................................5
2.1 Impact of Covid-19 on tourism..............................................................................................6
2.1.1 Environmental impact...............................................................................................6
2.1.2 Economic impact......................................................................................................6
2.1.3 Social cultural impact...............................................................................................6
2.2 Impacts of Covid 19 on hospitality industry..........................................................................7
2.2.1 Reduction in bookings..............................................................................................7
2.2.2 Lock-downs..............................................................................................................7
2.3 Benefits of crisis management...............................................................................................7
2.3.1 Dealing with the negative impact of Covid-19.........................................................7
2.3.2 Managing stability of the business...........................................................................8
2.4 Response by Hospitality industry to Covid 19 pandemic......................................................8
2.4.1 Changes in the business............................................................................................8
2.4.2 Attracting the customers...........................................................................................8
REFERENCES................................................................................................................................1

Topic- A qualitative research study into analysing the impact on the Covid-19 and crisis
management.
Chapter 1: Introduction
1.1 Problem statement
Covid-19 pandemic has created a negative impact on the overall operational capabilities of the
businesses on maximum industries. This has created difficulty for the companies in the internal
market to undertake their business activities properly. This situation has created a situation of
crisis for the hospitality industry which leads is creating difficulty for the businesses to perform
in the business environment (Sanabria-Díaz, Aguiar-Quintana and Araujo-Cabrera, 2021). The
restrictions which have been imposed by several governments created issues and challenges for
the Hilton hotels to operate freely and achieve productive results in the industry. This had a
significant impact on the overall operformance of the business in the business environment.
1.2 Organizațional overview
Hilton hotels and resorts is an international hotel chain which has a wide market share in the
hospitality industry. This organization has gained massive popularity and support by the
customers due to its consistent performances and growth in the market. Various services are
provided by Hilton to their customers which has achieved a positiove response from them having
a positive impact on its success in the industry (Ozdemir and et.al., 2021). The Covid-19
pandemic has increased issues and challenges for the business which had a negative impact on its
operational capabilities in the industry. The pandemic has increased difficulties for the
organization to acquire customers and increase their success in the industry.
1.3 AIM
To analyse the impact on Covid-19 and crisis management practices on the hospitality industry:
A study on Hilton.
1.4 Objectives
 To review the impact of crisis management strategies on tourism industry.
 To evaluate the impact of Covid-19 on Hilton Hotel
 To analyse the crisis management practices which are useful for dealing with Covid-19.
 To make recommendations to Hilton Hotel regarding crisis management strategies for
responding to Covid 19