Importance of Crisis Management in Hospitality Industry during Covid-19 Pandemic: A Study on Hilton

RESEARCH PROJECT
(To identify the importance of crisis
management in hospitality industry within
UK at the time of global pandemic Covid 19)

ABSTRACT
The main purpose of conducting this research is to study the importance of crisis
management within the hospitality industry during the time of COVID-19 pandemic. There are
several objectives that will be fulfilled in the whole research such as to understand the concept of
crisis management in the hospitality industry, importance of crisis management in the time of
pandemic in an organisation and to identify the methods and theories involved in crisis
management for improved performance and productivity of the company. In the present research
quantitative data will be collected and interpreted in order to gain aim and objectives of the
research.

ACKNOWLEDGEMENTS
I will like to express my appreciativeness to my teacher for showing the faith and
confidence in me for completing the research in an effective manner. My teacher has provided
me with full guidance ans support to conduct the research on crisis management and why it is
important. I also want to thank them for giving me all the needful resources and books in order to
use reliable and authentic data in the whole research in a successful manner.
Secondly, I also like to show my greatness to my friends, parents and family for
encouraging and inspiring me in the process of the research for completing in the given time
period.

Table of Contents
ABSTRACT.....................................................................................................................................2
ACKNOWLEDGEMENTS.............................................................................................................3
CHAPTER 1: INTRODUCTION....................................................................................................5
Background of the research....................................................................................................5
Overview about the company.................................................................................................5
Research problem...................................................................................................................5
Research aim, objectives and questions.................................................................................5
Rationale of the research........................................................................................................6
CHAPTER 2: CRITICAL LITERATURE REVIEW......................................................................7
CHAPTER 3: RESEARCH METHODOLOGY.............................................................................8
CHAPTER 4: DATA ANALYSIS AND FINDINGS...................................................................10
Frequency Distribution Table...............................................................................................10
Data Interpretation................................................................................................................11
CHAPTER 5: A CRITICAL APPRAISAL, RECOMMENDATIONS & SUGGESTIONS FOR
FURTHER WORK........................................................................................................................17
CHAPTER 6: CONCLUSION......................................................................................................18
OWN PERFORMANCE REFLECTION ON THE RESEARCH PROCESS..............................18
REFERENCES..............................................................................................................................19
APPENDIX....................................................................................................................................20
Questionnaire........................................................................................................................20

CHAPTER 1: INTRODUCTION
Background of the research
Crisis management plays a crucial role in decreasing the risk of crisis within the
hospitality industry in order to mitigate the loss occurred due to insignificant challenges
(Berbekova, Uysal and Assaf, 2021). Crisis management can be defined as a process of
preparing ways for uncertain negative events in order to minimize the level of threats and
damage caused and getting the company back on track.
Overview about the company
The chosen organisation in the present research is Hilton which is particularly known as a
global brand of delivering full service to the customers staying in the hotel and is famous for its
best ambience and staff service. The hotel was founded by Conrad Hilton in the year 2019 with a
number of 584 hotels and resorts of their own which have around 2,16379 rooms in 94 territories
and countries across six of the continents.
Research problem
The main problem of this present research is that the hospitality industry is facing a
problem of COVID-19 pandemic which results in decreasing the sale and profitability of the
whole business in the market. Pandemic has resulted in a very unexpected crisis that the global
world has faced and effected the productivity and performance of the hospitality sector as they
are mainly dependent on travellers for their business (Donbak, Kirpik and Valeri, 2022). With
the lock-down in all over the world some of the hotel has closed as they are not receiving any
amount of money left to mange their maintenance cost.
Research Title:
To identify the importance of crisis management in hospitality industry within UK at
the time of global pandemic Covid 19.
Research aim, objectives and questions
Research Aim
To identify the importance of crisis management in hospitality industry within UK at
the time of global pandemic Covid 19: “A study on Hilton”
Research Objectives

 To understand the concept of Crisis management within UK hospitality industry during
Covid 19.
 To identify the importance of Crisis management in Hilton in the time of Covid 19.
 To discuss the theories and method employed in crisis management within Hilton at the
time of pandemic Covid 19
Research Questions
 What is the concept of Crisis management within UK hospitality industry during Covid
19?
 What is the importance of Crisis management in Hilton in the time of Covid 19?
 What are the theories and method employed in crisis management within Hilton at the
time of Covid 19?
Rationale of the research
The main idea of conducting this research is to attain knowledge about the COVID-19
pandemic and how it has affected the overall growth and success of the hospitality industry.
There are mainly two types of objectives that is personal and professional. In terms of personal
objective, the researcher will develop several skills and knowledge about the selected topic in an
effective manner (Fung, Tsui and Hon, 2020). Whereas, in terms of professional objective, the
researcher will gain information about crisis management to be used in an organisation and how
it will work.