Crisis Management Post Pandemic in Tourism and Hospitality Industry - Desklib

This research project by Desklib explores the impact of Covid-19 on the hospitality industry and management responses at The Barbary. The report covers the study background, rationale and research questions, aim and objectives, study approach, ethical issues and limitations, case study company, literature review, research methodology, data collection, and data analysis. The study uses qualitative research methods and thematic data analysis to analyze the impact of Covid-19 and management responses at The Barbary. The report is relevant for students studying tourism and hospitality industry courses.

RESEARCH PROJECT CRISIS
MANAGEMENT POST PANDEMIC
IN THE TOURISM AND
HOSPITALITY INDUSTRY AND
THE IMPACT OF COVID19

Table of Contents
CHAPTER 1- INTRODUCTION....................................................................................................4
1.1- Study background.................................................................................................................4
1.2 Rationale and research questions...........................................................................................4
1.3 Aim and objectives................................................................................................................5
1.4- Study approach, ethical issues and limitations.....................................................................5
1.5- Case study company.............................................................................................................6
CHAPTER 2- LITERATURE REVIEW.........................................................................................7
2.1- Introduction..........................................................................................................................7
2.2- Impact of Covid – 19 and management responses at restaurant...........................................7
2.2.1- Impact of Covid – 19 on hospitality industry....................................................................7
2.2.2- Early estimates of economic damage over 2020 and beyond due to Covid – 19 in
hospitality industry.......................................................................................................................7
2.2.3- Management responses for Covid – 19 in Hotel...............................................................8
CHAPTER- 3 RESEARCH METHODOLOGY ............................................................................9
3.1- Introduction..........................................................................................................................9
3.2- Research Type and Approach...............................................................................................9
3.3- Data Collection...................................................................................................................10
3.3.1- Interviews........................................................................................................................10
3.3.2- Advantages and disadvantages of online interviews.......................................................10
3.4 Data analysis and Sampling.................................................................................................10
Timescale - ....................................................................................................................................11
CHAPTER 4- DATA ANALYSIS................................................................................................12
4.1- Introduction........................................................................................................................12
4.2 and 4.3- Analysis of primary and secondary data................................................................12
CHAPTER 5- CONCLUSION AND RECOMMENDATION.....................................................28
5.1- Conclusion..........................................................................................................................28
5.2- Recommendation................................................................................................................28
5.3- REFERENCES.........................................................................................................................1
APPENDIX......................................................................................................................................3

Questionnaire...............................................................................................................................3

CHAPTER 1- INTRODUCTION
Topic –
To study the impact of Covid – 19 and management responses at restaurant – A case
study of The Barbary.
1.1- Study background
Covid- 19 is one of those issue that drive the attention of individual person in the world
of business, toward developing effective methods and providing responses to eliminate the
impact of pandemic upon ventures, in term of crisis management. Crisis management refers to
the strategic procedure of managing critical situations in the organizations, during which leaders
and managers suffer in varied terms. The current form of process, can be considered as set of
approaches, and practices that management taken into their consideration for purpose of dealing
with certain situations, occur in the workplace, due to specific factor, such as pandemic. The
current report will be based on Barbary, which falls under the category of leading restaurants in
the Food and Beverage sector, where number of competitive advantages accessible in the bulk.
The study will highlight the impact of pandemic upon chosen restaurant and management
responses regarding the same. The report background covers key points and that is approaches,
and ways researcher will adapt to achieve aim and objectives.
1.2 Rationale and research questions
Impact of Covid – 19 and management responses in hospitality industry is affecting the
business at large scale. There are various management responses due to which there are
adversities which have been impacting The Barbary. It is very important that the organization
takes concern of the effects and impacts of Covid – 19 such that proper strategies are being
framed and the management is responding positively. With the help of this research, the study
will analyse and identify the aspects of how effectively and in appropriate manner the impact of
Covid -19 will be analysed and identified (Aharon, Jacobi and et.al., 2021).
The study will analyse the impact of Covid – 19 on the restaurant. The management
responses are important to identify the aspects as to how effectively there are concerns which
helps in identifying that how the restaurant is being concerned for the economic damage which
has been caused due to Covid – 19 concerning both pre and post situations of the crises.
Questions -
Q1. What is the impact of Covid – 19 on restaurant.?

Q2. What are the early estimates of economic damage over 2020 and beyond due to Covid – 19
in restaurant.?
Q3. What are management responses for Covid – 19 in The Barbary?
Q4. What are the recommended strategies framed for Covid – 19 impact and management
responses at The Barbary?
Problem statement-
The problem which the research might face is the impact of Covid -19 on the hospitality
industry. This problem effects the research at large scale. Due to the impact of Covid – 19 there
are management issues which are created. The research includes the aspects of how the crises are
managed and this and the impact of Covid – 19 in restaurant is identified.
Significance-
The impact of Covid – 19 and management responses are important to address which helps
in analysing the concepts of how effectively the crises are being analysed and evaluated. The
impact of Covid – 19 and management responses in hospitality industry plays significant role in
addressing the concerns related to Covid – 19 and its impact on restaurant. This helps in
addressing as to how impact of Covid – 19 helps in creating value of how there are concerns
which are related to restaurant.
1.3 Aim and objectives
The aim of the research is to analyse the impact of Covid – 19 and management responses
at The Barbary.
Objectives-
 To study the impact of Covid - 19 on restaurant.
 To summarise early estimates of economic damage over 2020 and beyond due to Covid -
19 in restaurant.
 To analyse the management responses for Covid – 19 in The Barbary.
 To recommend strategies for impact of Covid – 19 and management responses at The
Barbary.
1.4- Study approach, ethical issues and limitations
In order to accomplish study appropriately, research used primary and secondary research
methods, which help them to reach desire outcome. As it identify the extent to which COVID-19
impact Barbary and what responses management can taken into their consideration for the same.

Time and money are the key limitations in the current study based on validity and
reliability concern. Researcher along with considering each limitation, also focused on ethical
issue that they face while doing current research and that is confidentiality and lack of informed
consent.
1.5- Case study company
Barbary in the UK has obtained a lot of popularity, as compare to its rivalry brands or
restaurants in the market. By designing the best menu, it focuses on gaining the attention of new
consumers, and retaining existing for longer.

CHAPTER 2- LITERATURE REVIEW
2.1- Introduction
Literature review is considered as set of information and point of views, that different
authors stated related to a specific topic. Researcher selects systematic form of literature, to
define the impact of factor on restaurant and management responses related to that.
2.2- Impact of Covid – 19 and management responses at restaurant
Covid-19 as external factor impact negatively upon restaurants and other businesses,
regarding which management develop plans and strategies to provide good responses.
2.2.1- Impact of Covid – 19 on hospitality industry
According to Davahli, Karwowski and et.al., (2020), Covid -19 is an infectious disease and
virus which is infecting and is affecting the management at large scale. It is also known as
corona virus pandemic. Covid – 19 has impacted the restaurant at large scale and this has also
affected the business which the hospitality industry is going through. There have been major
effects and negative impacts of how the restaurant has been impacted. The people and employees
of the organization have been impacted largely and this has created more pressure on the
business outcomes. There are negative impacts of Covid – 19 on the restaurant which has been
addressed as there is no growth and development in the restaurant.
As per Aigbedo, (2021), the economic conditions have been affected and influenced and
created value for how there are major concerns of how the restaurant is being affected during the
Covid – 19 and post Covid period. The management and the employees have been affected
which helps in ensuring the major concerns as there are operations and other process which are
being affected. The hospitality industry is being affected due to Covid – 19 and this indicates that
there are concerns of how the restaurant is suffering the loss and the impact of Covid – 19.
2.2.2- Early estimates of economic damage over 2020 and beyond due to Covid – 19 in
hospitality industry
As denoted by Gössling, Scott and Hall, (2020), due to Covid – 19 pandemic, the economic
scales of the country have bene affected which has created adversities at large scale. The
economy of UK has been affected and this has been addressed as how there are negative impacts
which have been generated at large scale. There has been recession in the restaurant due to the
adverse effects of Covid – 19. There are concerns which are being addressed as how the loss of
employees and management is being uncured by the organization. The global economy has been

impacted and this has created concerns as to how the organization has been impacted along with
its operations and other functions.
As stated by Wahab, (2021), There has been lot of damage over 2020 and beyond after the
Covid – 19. Pre - Covid was the time where there was business growth and development in the
restaurant. People used to travel a lot and this created ways and initiated the business growth and
development in the restaurant. During – Covid there were concerns of how the travelling and
tourism can be made easy for people so that travelling can be made and convenient. Post - Covid
situations created difficulties for restaurant which denoted that the management responses
differed in different concerns related to how the business can be grown at large scale.
2.2.3- Management responses for Covid – 19 in Hotel
Le and Phi, (2021), states that Covid – 19 has impacted the restaurant and hotels at large
scale. The management has been responding to the effects of Covid – 19 which they have been
suffering through the period of post – pandemic period of Covid. The management has been
responding to the neds and requirement of the people which has been addressed as to how
effectively and in appropriate manner the organization is not able to create value of the business
after the impacts of Covid. The management has been framing some strategies and is concerning
the positive measures to bring the restaurant on track. The management is suffering the losses
which have been occurred due to Covid – 19. There should be framework of how the strategies
should be framed so that the organization is able to manage the regular schedules of work and
operations effectively and appropriately.

CHAPTER- 3 RESEARCH METHODOLOGY
3.1- Introduction
Research philosophy is defined as the system of beliefs and assumptions about the
development of knowledge (Hürlimann, 2019). There are two types of philosophies which are –
Interpretivism and positivism. Interpretivism research philosophy is defined as that the
individuals shape the societies which helps in addressing and creating value of research used.
Positivism is defined as society plays an important role in shaping the role of the individual. The
researcher will use the Interpretivism research philosophy.
3.2- Research Type and Approach
There are two types of research which are – Qualitative Research Type and Quantitative
Research Type. Qualitative research type is defined as the non – numerical data which is
collected by the scholar and is done in the form of theoretical form. Quantitative data is the data
which is being collected in numerical form by analysing the statistics (Kilicoglu, 2018). The

researcher will follow qualitative research type which helps in collecting the data in non-
numerical form and in theoretical form for knowing in depth knowledge about the impact of
Covid – 19 and management responses at large scale. With the help of qualitative research, there
is one major advantage which is that the money is saved for the research to be conducted
appropriately.
Research approach is the approach which is defined as plan and procedure that are framed
for the steps from broad assumptions to detail method of data collection analysis and
interpretation. There are two types of research approaches which are – inductive and deductive.
The inductive research is defined as the research in which the researcher generates a new theory
which helps in creating the understanding of how effectively and in appropriate manner the
theory is analysed. Deductive research approach is defined as the theory in which the researcher
is providing the existing theory and helps in analysing the results appropriately. The researcher
will follow the inductive approach as this will help in allowing flexibility which helps in creating
value of new generation theory.
3.3- Data Collection
Data collection is the process of collecting data and information about the research being
undertaken. There are two types of data – primary and secondary data. Primary data collection is
defined as brand new information collected by the researcher. The secondary data is known as
the research done for the addressing the existing research and literature. The researcher will use
both primary and secondary data. For primary data, questionnaire will be conducted and for
secondary data the researcher will collect information through the literature.
3.3.1- Interviews
Qualitative interview is conducted with Barbary restaurant
3.3.2- Advantages and disadvantages of online interviews
It benefits researcher to collect essential information in cost and time effective manner,
while it can impact negatively because of drawback and that is lack of connectivity and
appropriate data.
3.4 Data analysis and Sampling
Researcher used thematic data analysis, to appropriate analyse data that reach desire
outcome.

The sample of 20 employees will be taken of The Barbary for conducting the research
process.
Timescale -
Activities Week1 Week2 Week3 Week4 Week5 Week6 Week 7
Selection of
research
topic
Developme
nt of
research
aim and
objectives
Conducting
literature
review
Research
methodolog
y
Data
collection
Submission
of research
proposal

CHAPTER 4- DATA ANALYSIS.
4.1- Introduction
The procedure of data collection went well, because researcher used those methods that
can help to achieve the aim and study objectives.
4.2 and 4.3- Analysis of primary and secondary data
Theme 1 According to you, how COVID-19 has impacted Barbary?
Response Frequency Percentage
Decrease profitability 6 30
Affect customer base 5 25
Increase work pressure 6 30
All the above 3 15
Interpretation- From above table it has been identified that 6 respondents gave a
favourable response in the context of COVID-19 that has impacted restaurant and its
management practices. According to these respondents, pandemic has affected organization,
negatively in form of decreasing profitability, while 5 participants are in favour to second option,
which mean they believe that customer base has been impacted in the restaurant because of

pandemic. More 6 respondents think that this factor lead to increase a lot of work pressure upon
management in form of providing better responses in regard to current situation. Rest of the 3
respondents, have believed that pandemic impact Barbary in form of decreasing profit, customer
base, and increasing work pressure. It can be analysed from current interpretation that majority
of respondents have view that pandemic has impacted restaurant in form of decreasing
profitability and putting a lot of pressure upon management, which may drive their attention
toward responding in regard to current factor and their adverse impact, appropriately (Davahli
and et.al., 2020). It is important and beneficial for rapid growth of small venture.
Theme 2- According to you, at what extent pandemic has impacted organization?
Responses Frequency Percentage
High 16 80
Medium 2 10
Low 2 10
Interpretation- from above data that present in form of table, it has been founded that
majority of respondents such as 16, are in favour of first option, according to which COVID-19
has impacted Barbary at high extent. It is not suitable to continuous and essential growth of
chosen small venture that may already face number of challenges, to sustain in the market. Out
of 20, only 2 respondents think pandemic has affected business at medium extent, while other
thing differently as they may have believed that this factor impact at low extent. From overall

statement, it has been determined that majority of participant think that COVID-19 has affected
restaurant in adverse manner at high extent. This form of impact drive the attention of
management toward adding more effectiveness in their practices, for which they can utilize
different approaches and techniques. It impacted at high level, in form of increasing issues and
complications for management, which may directly or indirectly increase work pressure upon
employees, who are working in Barbary. They are taking initiative to achieve target aims and
objectives of company, that is important for its growth.
Theme 3- According to you how COVID-19 has damaged economy?
Responses Frequency Percentage
Decrease economic growth 6 30
Minimize GDP 5 25
Increase unemployment rate 6 30
All the above 3 15
Interpretation- Out of 20, 6 respondents gave their affirmative response regarding the
current statement. In their view, pandemic damage economy in form of decreasing their growth
in varied terms such as limit transportation and other form of services. 5 participants show their
response in form of favouring second term, as they believe that COVID-19 decrease gross
domestic profit, which falls under the category of forces that damage economy negatively. Out of
20, 6 more respondents, view that increasing employment rate damage economy the most, which
is considered as the outcome of pandemic. COVID-19 affect employment term that associated

with economic growth, as it leads to decrease the employment level and increase unemployment,
which is not suitable for living standard of local people and small ventures in the hospitality
sector. There are different types of factors accessible in the world, that put impact on economic
growth and development of a nation (Yuan and et.al., 2021). Pandemic in the recent time is
considered as the worst external factor that put negative impact on economy in form of damaging
the process and path of progress.
Theme 4- According to you, what are the benefits of using technologies in term of
management responses regarding pandemic that has impacted Barbary?
Responses Frequency Percentage
Help to manage customer need
and requirement
13 65
Increase productivity and
profitability
2 10
Manage operational and
functional practices
2 10
All the above 3 15

Interpretation- From above table it has been analysed that 13 participants gave their
favourable answer, that specify the benefits of technology implementation and utilization, by the
high authority for purpose of responding pandemic. According to their views, technology
implementation provide management unpredictable benefits in form of managing consumer need
and their requirements. Out of 30, 2 respondents are in favour of second option and 2 more
consider the third option. Only 3 respondents think that technology utilization benefit company
in each manner, such as in form of increasing profits and productivity, managing business
activities, either related to functional or operational and managing target audience needs (Maital
and Barzani, 2020). It can be examined that majority of participants have views that Barbary use
digital technologies, which enable restaurant and their management to take pleasure of enhancing
customer base in form of managing their needs. In case of pandemic, strategic management
responses are needed that play significant role in the growth and success of ventures (Pirasteh-
Anosheh and et.al., 2021).
Theme 5- Does management of your organization has adopted the change management
policies in context of solving the issues of COVID?
Responses Frequency Percentage
Yes 9 40
No 5 25
Not sure 4 20
All the above 3 15

Interpretation- It has been determined from above data table that out of 20, 9
respondents are in favour of above statement, while 5 participants think that management do not
adopt change management policies in regard to solve problems of pandemic. Rest of the 4,
respondents are not assured regarding statement, on the other hand 3 of them think that Barbary
might be or not adopted change management policies. From the overall interpretation and data
collection, it has been analysed that majority of participants believe that chosen restaurant has
adopted essential concepts such as policies related to change management, which enable the to
solve complicated issues of COVID-19. The adoption of change management policy may drive
the attention of varied companies including chosen one, toward creating environment in the
workplace positive that may support to stand organization sustainable and competitive in the
market. Along with other benefits, this process may enable management to take pleasure of
retaining skilled employees, who may tend to work in the safe working environment.
Theme 6- Do you think that during COVID your training session in organization has got
impacted?
Responses Frequency Percentage
Highly agree 10 50
Highly Disagree 5 25
Neutral 5 25
Interpretation- out of 20, 10 respondents think that during pandemic their training
session has got impacted. While, 5 participants provide their answers opposite to 10 favourable
respondents in regard to current statement. They believe that during COVID-19 their training

session and any other practice related to this term has got impacted. On the other hand, rest of the
5 participants do not have any answer. As the overall analysis, described that during pandemic
the training session that may conduct in the Barbary, affect negatively. It may create
complications for management to deal with current situation that affect worker’s performance
and effectives, regarding aim achievements for which they work hard and productively, that is
essential and beneficial for organizational performance. As it may provide benefit of increasing
profitability.
Theme 7 -Who have taken the major decision in relation of assuring management response
towards the drastic effect of COVID?
Responses Frequency Percentage
Top level managers 11 55
Middle level managers 6 30
Decision making at all level 3 15
Interpretation- From above data table, it has been founded that 11 respondents gave
their favourable reverts, which means they think that top level of managers is accountable to take
major decisions in the Barbary in the context of assuring management responses, toward adverse
impact of pandemic. While out of 20, 6 participants were of the view that middle level of
managers take decisions, which drive the attention of managers toward responding COVID- 19
and impacts that they may put upon ventures and their performance. Only 3 participants, take
favour of last statement, according to which they believe that major decisions are taken at all
level. From overall interpretation, it has been identified that majority of respondents have views

that top level managers take action and finalize the same concept for purpose of responding
pandemic adverse impacts, which is important for them to do so.
Theme 8- According to you what are the major changes that has been adopted by your
organization AFTER COVID PERIOD?
Responses Frequency Percentage
In digitalization process 9 45
In Safety and guidelines
process
6 30
Adopted emergent strategies 5 25
Interpretation- from above table, 9 respondents provided their affirmative answers, and
according to them after pandemic, management has adopted specify change such as they effort to
make everything digitalize. Out of 20, 6 participants think that safety and guidelines procedure
formation is the new change that management has been accepted while working under Barbary
after COVID-19. While only 5 respondents believe that adoption of emergent tactics is
determined as major changes done in the workplace. The current interpretation has been
specified that according to majority of respondents, digitalization is the best change that might be
done in the organization, after the worst time of pandemic. As it helps to maintain social distance

and spread of infection, in form of decreasing the need of extra workforce to manage business
operations. It is important for management to do that systematically and appropriately.
Theme 9- Crisis management concept is being applied in your organization in context of
making strategies after COVID
Responses Frequency Percentage
Yes 17 85
No 2 10
Not sure 1 5
Interpretation- According to 17 respondents out of 2, crisis management concepts is
being applied in the Barbary, for purpose of making tactics after pandemic. 2 participants think
that organization is not applying any concept after COVID-19, and only 1 respondent is not
assuring. According to the current interpretation, it has been analysed that majority of
respondents that favour of first option and that is yes. As they think that firm adopt and applied
crisis management concepts, which enable them to overcome the adverse situation that arise due
to pandemic. It is essential for them to overcome the circumstance, in varied and effective terms.
They may take few more approaches into their consideration which enable to apply and

implement the concept appropriately. It may support to manage business and operations that
management use to reach desire outcomes such as in form of increasing profitability and
productivity.
Theme 10- What changes have been witnessed by your organization in relation of customer
response
Responses Frequency Percentage
Customers becomes more
digitalized
10 50
Customers become less
interested in restaurant
6 30
I don’t know 4 20
Interpretation- From above table, it has been specified that 10 respondents provide their
statement regarding the first option according to them customer’s digitalization is one of those
changes that have been witness by Barbary, in regard to customer response. Out of 2, 6
respondents take approach to select second option which means they think that customers are
become less in interest in restaurant, and because of this reason organization may plan to

response appropriately. It is the best example of those witnesses that drive organization attention
toward strategic planning. Rest of the 4 participants have no specific information, regarding
witnesses by chosen company in relation to target market response. Majority of respondents
believe that customer, who become more digitalize affect organization practices and due to that it
may take approach to response systematically in several manners.
Theme 11- Does the COVID have impacted the job profile of employees
Responses Frequency Percentage
Yes 15 75
No 2 10
Not sure 3 15
Interpretation- According to 15 respondent’s pandemic has impacted everything in the
world of business, including job profile of candidates, while, 2 respondents do not think the
same. Only 1 out of 20 respondents, is unassured, which mean they do not have any appropriate
knowledge, regarding the impact of pandemic. It has been analysed from above interpretation or
statement that majority of respondents think that Covid has impacted job profile of skilled and
talented candidates, it may lead to decrease the ratio of employment and drive the attention of
company toward forming plans and tactics that contribute to increase this level. In the recent
time, due to this factor many people have losses their jobs, which affect their living standard and

the way they may live their life with family and other people. It may lead to decrease the quality
of their life and other terms that related to them.
Theme 12: Barbary adopted adequate protocols regarding safe and hygienic food
preparation in response to Covid 19
Response Frequency Percentage
Yes 17 85
No 2 10
Can’t say 1 5
Interpretation: From the above table it has been found that 17 respondents gave an
affirmative answer regarding adoption of adequate protocols for safe and hygienic foo
preparation at Barbary as a response to Covid- 19. Only 2 respondents were of the view that
protocol are not adequate. It can be analysed that majority of the respondents have views that
Barbary adopts adequate protocols for food preparation as a response against Covid- 19. Hygiene
and social distancing are two important protocols that are required to be followed for prevention
of spread of Covid- 19. From the responses it can be analysed that the restaurant adopts protocols
to provide food to the customers which has been prepared in safe and hygienic environment. The
social distancing guidelines are also followed. Strict procedures have been adopted by the

restaurant to follow the covid- 19 guidelines so that customers’ needs can be fulfilled. However,
there is still need to adopt more protocols as some of the respondents do find the exiting
protocols adequate.
Theme 13: Barbary formulated policy on illness of employees and social distancing
Response Frequency Percentage
Yes 18 90
No 0 0
Can’t say 2 10
Interpretation: From the above table and graph, it has been found that 18 respondents
affirm that barbary has adopted policy for illness and social distancing. Only 2 respondents did
not have any opinion regarding this. From the responses it can be analysed that the restaurant has
adopted policy for illness which provides guidelines regarding those employees who were ill and
suspected to have Covid 19. This ensures that employees cannot return to work before
completing a period of 14 days of isolation. It indicates that management of the restaurant has
provided prompt response towards Covid 19 and customer concerns. The policy on employee
illness goes a long way in preventing the spread of disease among staff as well as to customers.
Also, the policy of social distancing is another management response to Covid 19. It can be

analysed that these policies will be helpful in mitigating the impact of Covid- 19 on customer
base. As the customers will trust the restaurant regarding the steps taken for Covid- 19, their
footfall is likely to increase.
Theme 14: Barbary adapted its business model in response to the dining restrictions put in
place due to Covid 19.
Response Frequency Percentage
Highly disagree 0 0
Disagree 1 5
Neutral 3 15
Agree 12 60
Highly agree 4 20
Interpretation: From the above graph, it can be interpreted that 12 respondents agree
while 4 highly agree that the business model of Barbary has been adapted according to the dining
restrictions of Covid 19. Only 1 respondent did not agree to it. From this it can be analysed that
barbary has made changes in its business model. It has followed the dining restrictions post
Covid 19 and adapted its business model to suit them. Changes have been made by the restaurant
in its operations and other aspects. these have been useful in mitigating the impact of Covid 19
on the restaurant. This is a management response to the impact of Covid – 19 on restaurant
industry. It can be further analysed that following the dining restrictions not only aids in

preventing the spread of disease but also solves customer concerns regarding the same. This may
make the customers chose this restaurant in comparison to other places. Also, the restaurant will
be able to take into consideration both employee as well as customer safety.
Theme 15: Barbary adopted robust staff training to mitigate the impact of covid -19 on the
restaurant
Response Frequency Percentage
Highly disagree 1 5
Disagree 1 5
Neutral 2 10
Agree 11 55
Highly agree 5 25
Interpretation: from the above graph, it can be interpreted that majority of the respondents
agreed while 5 highly agreed that robust staff training has been adopted at Barbary. While 2
respondents did not have any specific opinion about it, only 1 highly disagreed that training
adopted in response to Covid 19 is not adequate. It can be analysed that adequate steps have been
taken by the restaurant to prepare the staff to work according to the conditions post Covid.
Housekeeping measures, customer service and hygiene practice are some of the areas in which
training staff has become important after Covid- 19. Barbary focused on training staff to
maintain adequate distance during production of food. Pandemic made it important to train staff

in use of hygiene practices such as use of sanitizers, facemasks and cleaning of the work spaces
as per the Covid guidelines. It can be analysed that training the staff can be considered as an
effective management response to mitigate the impact of Covid 19 on the restaurant. These help
in bringing back the customers who have opted to not dine out due to the fear of inadequate
hygiene and spread of infection. Training makes the staff confident and skilled in not only
following the Covid guidelines while working but also serving the customers by maintaining
hygiene and proper social distancing. These impact the perception of customers and makes them
positive about dining out in the restaurant. The word of mouth spread by these customers helps
in increasing the customer base which had fallen during Covid 19.

CHAPTER 5- CONCLUSION AND RECOMMENDATION
5.1- Conclusion
On the basis of above discussion, it has been concluded that COVID-19 has impacted
negatively upon small restaurant and their practices in the hospitality industry. It has driven the
attention of organization toward developing and forming effective tactics that has contributed to
manage this impact appropriately and successfully. It has enabled managers and workers to
utilize those effective resources such as technologies, that has allowed them to identify the need
and expectation of customers, which they attempt to fulfil successfully and systematically, that is
important and beneficial too for small venture success in the complex or critical business
environment. Furthermore, from above analysis, it has been determined that pandemic has
impacted negatively upon job profiles of employees, along with impacting business performance
and productivity as well as organizational operational effectiveness. It has driven the attention of
management toward formulation of effective and useful strategies that contributed to managed
organizational performance in the world of business where restaurant has established its
existence and build wide customer base. Along with above practices, the adoption of adequate
protocols has allowed organization to retained skilled people and build strong workforce, among
which each candidate is able to achieve target aims, especially in case of pandemic when
company has faced major challenges.
Moreover, by summing up above discussion, it has been summarized that organization
has given tough competition of other restaurants in form of formulating policy that is based on
illness of candidates and social distancing. This element has contributed to retained those people,
who are effective and productive in the company, and always ready to take challenges. With all
the implementation of effective strategies, the usage of robust staff training has supported
organization to mitigate the impact of pandemic upon venture, as outcomes it leads to increase
profitability, productivity and performance of restaurant.
5.2- Recommendation
The current research is based on specific topic and that is to identify the impact of
pandemic and management responses toward the same. In order to conduct study appropriately,
researcher has utilized the best approaches that has been learnt in the view of final outcomes.
They may take approach to find and use alternative research approaches as well, which enable
them to obtain the best outcomes that help to draw final conclusion at the end of overall research.

For example, scholar may take initiative to use quantitative research type, which may give them
chance to also reach desire results. There are several approaches of research available in the
world as alternative that research may also use in appropriate manner (Kim, 2021). They can use
deductive research approach appropriately, because it will allow them to possibly explain causal
connection between the variables and concept as study topic that they may select to proceed
further in from of data collection. Along with this benefits the usage of current alternative
research concept or term will permit scholar to measure the concept quantitatively, that is
essential for them to do so. It gives them chance to effectively and systematically generalize
research findings to a specific extent, which allow further researchers and readers to know at
which extent pandemic has impacted restaurant and what are the management responses toward
the same. It can be said that deductive research approach may permit them to utilize logic, for
purpose of justifying work related decisions such as aim achievement, data finding and their
interpretation at the end of overall research.
In the context of research philosophy, recently researcher has used Interpretivism
research philosophy approach, but they can use positivism as well, which is also beneficial in
varied terms for different study topics. It can be said that usage of positivism research approach
enables them to break limit of individual’s mind in form of driving their attention toward
providing data that they can use to work even better than now and find the answers of each
research question. This alternative method is as beneficial as others for scholar when they may
consider that appropriately and develop plan to apply, without making any mistake that affect
negatively upon final research results. Secondary and primary data collection approaches are
beneficial, as they may support them to collect those data that help to achieve aim, but also
support to gather respondent’s views that specify each and everything, from impact to
management responses that has been taken to overcome the impact of pandemic at high level
upon Barbary, that has been established its venture into hospitality industry.
As alternative idea or technique, they can select managers instead of employees to know
more about what happen in the company, does management response pandemic and in which
manner. As they may provide details that help to complete the work and provide desire
outcomes. They can select them and approach to provide data that is useful in several manners.
For example, it drives their attention toward identifying the effectiveness of management
responses and impact on job profile of candidates that has affected negatively because of

pandemic. It can be said that the use of alternative research approaches, by the researcher, will
benefit them in the future as it would contribute to increase their performance and also support to
achieve further study goals. As they work hard to do so and at the end tend of get desire results.
REFLECTION
Reflect on the effectiveness of research methods applied-
The effectiveness of the research methods applied in this project can be reflected upon as
follows. Qualitative research type was chosen for this study on Barbary which assisted in
analysing the responses of the management in an in-depth manner. The study utilized both
primary and secondary methods of data collection which were effective in exploring the topic
from all perspectives. Secondary data provided information about the Covid 19 impact on
restaurant industry. in addition to it, primary data was effective in providing details about the
response adopted by management of the chosen restaurant. Further, the project made use of
qualitative data analysis by adopting thematic technique. This was effective in gaining maximum
amount of data from the available sample size. This was also effective in providing flexible
approach to the researcher as it enabled the participants to express themselves while they were
providing data (Corley, Bansal and Yu, 2021). The data was collected through questionnaire
which was effective as it assisted the researcher in reaching the sample quickly. It proved to be a
cost saving method and also assisted the researcher in maintaining respondent anonymity. This
method was also effective as it ensured that data accuracy is maintained throughout the research
so that accurate results are obtained on the subject matter.
Researcher has utilized several research approaches in the context of current study, for
purpose of achieving study aims and objectives. They had applied simple random sampling
approach to reach or achieve target aims of overall study in form of collecting information
related to the impact of pandemic and management responses in regard to this factor that put
adverse influence of restaurant. The utilization of this approach has specified their effectiveness
in several manners. For example, simple random sampling provides researcher a lot of benefits in
term of specifying target people, from whom they ask questions and obtain desire outcomes as
responses. Inductive research approach may also encompass some key benefits that help
researcher to achieve target aim and objective of study (Heller and et.al., 2022). It may support
scholar to conduct a research that have some flexible features that allow them to make possible
changes in interpretation, according to the statements. Inductive approach may permit them to

attend practices closely to the context of research and also support to collect new concept or
information that meet set objectives and aim. Along with above approaches, they utilized other
as well such as Interpretivism. It is one of those research approaches that researcher may applied
in varied studies based on different or similar topics. One of the best advantage of Interpretivism
method is that the responses that researcher attempt to collect are valid and close to the actual
situation that specify pandemic impact on restaurant, which Barbary may consider and make
responses appropriately.
This form of effectiveness may easily and appropriately allow scholar to gather
appropriate information that help to interpret data and provide the final outcomes of overall
research. This approach is suitable in qualitative research that researcher conduct to achieve aim
and above specify objectives. It can be said that utilization and implementation of each approach
make researcher capable to study deeply in term of analysing the impact of pandemic, either
negative or positive upon Barbary and other practices that has been conducted in the company.
The effectiveness of all the approaches supported them to make appropriate statement of what
has been impacted and in which manner, which is important for readers and other scholars to
know that, clearly. It will enable them to use the same approaches that in turn provide desire
outcomes without making their work complicated.

5.3- REFERENCES
Books and journals
Aharon, D.Y., Jacobi, A. and et.al., 2021. COVID-19, government measures and hospitality
industry performance. PloS one. 16(8). p.e0255819.
Aigbedo, H., 2021. Impact of COVID-19 on the hospitality industry: A supply chain resilience
perspective. International Journal of Hospitality Management. 98. p.103012.
Davahli, M.R., Karwowski, W. and et.al., 2020. The hospitality industry in the face of the
COVID-19 pandemic: Current topics and research methods. International Journal of
Environmental Research and Public Health. 17(20). p.7366.
Gössling, S., Scott, D. and Hall, C.M., 2020. Pandemics, tourism and global change: a rapid
assessment of COVID-19. Journal of sustainable tourism. 29(1). pp.1-20.
Hürlimann, C., 2019. Research Philosophy and Ethics. In Valuation of Renewable Energy
Investments (pp. 111-126). Springer Gabler, Wiesbaden.
Kilicoglu, A., 2018. Qualitative research for educational science researchers: A review of an
introduction to qualitative research. The Qualitative Report. 23(4). pp.949-952.
Le, D. and Phi, G., 2021. Strategic responses of the hotel sector to COVID-19: Toward a refined
pandemic crisis management framework. International Journal of Hospitality
Management. 94. p.102808.
Wahab, K., 2021. Impact of COVID–19 on the hospitality industry: Climbing towards
recovery. International European Extended Enablement in Science, Engineering &
Management (IEEESEM).
Corley, K., Bansal, P. and Yu, H., 2021. An editorial perspective on judging the quality of
inductive research when the methodological straightjacket is loosened. Strategic
Organization. 19(1). pp.161-175.
Davahli, M. R and et.al., 2020. The hospitality industry in the face of the COVID-19 pandemic:
Current topics and research methods. International Journal of Environmental Research
and Public Health. 17(20). p.7366.
Heller, A and et.al., 2022. An Inductive Approach to Developing Ecological Site Concepts with
Existing Monitoring Data. Rangeland Ecology & Management. 83. pp.133-148.
Kim, S. M., 2021. Inductive or deductive? Research by maxillofacial surgeons. Journal of the
Korean Association of Oral and Maxillofacial Surgeons. 47(3). pp.151-152.
Maital, S. and Barzani, E., 2020. The global economic impact of COVID-19: A summary of
research. Samuel Neaman Institute for National Policy Research. 2020. pp.1-12.
Pirasteh-Anosheh, H and et.al., 2021. Haloculture: A system to mitigate the negative impacts of
pandemics on the environment, society and economy, emphasizing COVID-19.
Environmental Research. 198. p.111228.
Yuan, X and et.al., 2021. The COVID-19 pandemic necessitates a shift to a plastic circular
economy. Nature Reviews Earth & Environment. 2(10). pp.659-660.

APPENDIX
Questionnaire
 According to you, how COVID-19 has impacted Barbay?
◦ Decrease profitability
◦ Affect customers base
◦ Increase work pressure
◦ All of the above
 According to you, at what extent pandemic has impacted organization?
◦ High
◦ Medium
◦ Low
 According to you how COVID-19 has damaged economy?
◦ Decrease economic growth
◦ Minimize GDP
◦ Increase unemployment rate
◦ All the above
 According to you, what are the benefits of using technologies in term of management
responses regarding pandemic that has impacted Barbay?
◦ Help to manage customer needs and requirements
◦ Increase productivity and profitability
◦ Manage operational and functional practices.
◦ All the above
 Does management of your organization has adopted the change management policies in
context of solving the issues of COVID
3

◦ Yes
◦ No
◦ Not sure
 Do you think that during COVID your training session in organization has got impacted?
◦ Highly agree
◦ Highly Disagree
◦ Neutral
 Who have taken the major decision in relation of assuring management response towards
the drastic effect of COVID?
◦ Top-level managers
◦ Middle- level managers
◦ Decision-making at all level
 According to you what are the major changes that has been adopted by your organization
AFTER COVID PERIOD?
◦ In Digitalization process
◦ In Safety and guidelines process
◦ Adopted emergent strategies
 Crisis management concept is being applied in your organization in context of making
strategies after COVID?
◦ Yes
◦ No
◦ Not sure.
 What changes have been witnessed by your organization in relation of customer
response.
4

◦ Customer becomes more digitalized
◦ Customers become less interested in restaurant
◦ I don’t know
 Does the COVID have impacted the job profile of employees?
◦ Yes
◦ No
◦ Not sure
 Has Barbary adopted adequate protocols regarding safe and hygienic food preparation in
response to covid 19?
◦ Yes
◦ No
◦ Can’t say
 Has Barbary formulated policy on illness of employees and social distancing?
◦ Yes
◦ No
◦ Can’t say
Kindly mark your response to the following statements.
 3. Barbary adapted its business model in response to the dining restrictions put in place
due to Covid 19
◦ Highly disagree
◦ Disagree
◦ Neutral
◦ Agree
5

◦ Highly agree
 Barbary adopted robust staff training to mitigate the impact of covid -19 on the
restaurant.
◦ Highly disagree
◦ Disagree
◦ Neutral
◦ Agree
◦ Highly agree
 According to you, what strategies and approaches should Barbary and their
management use or adapt to response COVID-19?
6