Crisis Management Practices in Hospitality Industry during COVID-19 Pandemic: A Case Study of Rosewood London

This research report aims to determine the crisis management practices used by the Hospitality industry to deal with the impact of the pandemic COVID-19. The report is based on a case study of Rosewood London and includes literature review, research methodology, analysis and findings, recommendations and conclusion.

Research Report
(To determine the crisis management practices used
by the Hospitality industry to deal with the impact of
the pandemic COVID-19)

Table of Contents
Topic: To determine the crisis management practices used by the Hospitality industry to deal with the
impact of the pandemic COVID-19.............................................................................................................3
Chapter 1: Introduction................................................................................................................................3
Background of research:..........................................................................................................................3
Research Aims.........................................................................................................................................3
Research Objectives................................................................................................................................3
Research Questions.................................................................................................................................4
Rational of project...................................................................................................................................4
Chapter Overview....................................................................................................................................4
Chapter 2: Literature Review.......................................................................................................................5
Concept of crisis management practices and reason for using such practices in the hospitality sector....5
Challenges faced by Rosewood London during the global pandemic of COVID-19...............................6
Significance of crisis management practices for Rosewood London in terms of dealing with the issue of
COVID-19...............................................................................................................................................6
Different crisis management practices used by Rosewood London to deal with implications of COVID-
19.............................................................................................................................................................7
Chapter 3: Research Methodology..............................................................................................................8
Chapter 4: Analysis and Findings..............................................................................................................10
Chapter 5: Recommendations & Suggestions for Further Work................................................................20
Chapter 6: Conclusion...............................................................................................................................21
References.................................................................................................................................................22

Topic: To determine the crisis management practices used by the Hospitality
industry to deal with the impact of the pandemic COVID-19
Chapter 1: Introduction
Background of research:
Crisis management is all about undertaking suitable strategies so that the companies can
deal with future uncertainties and damages effectively. The main aim of crisis management is to
minimize the disruptions and damages caused by sudden events so that the entity can grow &
succeed in future period of time. It is analyzed that COVID-19 pandemic has been affected the
hospitality industry profoundly. Due to the adverse impact of pandemic, revenue and sales of
hospitality companies reduced down drastically. Further, it also affected the customer base of the
companies in profound manner. Further, crisis management practices are useful in terms of
dealing with adverse impact of COVID-19 pandemic (Pavlatos, Kostakis and Digkas, 2021). The
present study is based on Rosewood London that is a renowned hospitality company based on
London, UK. It offers significant facilities like rooms, foods & beverages, WI-FI, resort and
more. The main aim of current project is to analyze significance of crisis management strategies
to deal with adverse impact of pandemic.
Research Aims
The aim of this project is “To determine the crisis management practices used by the
Hospitality industry to deal with the impact of the pandemic COVID-19”. A study on Rosewood
London.
Research Objectives
 To examine the concept of crisis management practices and reason for using such
practices in the hospitality sector.
 To explain the challenges faced by Rosewood London during the global pandemic of
COVID-19.

 To identify the significance of crisis management practices for Rosewood London in
terms of dealing with the issue of COVID-19.
 To determine the different crisis management practices used by Rosewood London to
deal with implications of COVID-19.
Research Questions
 What is the concept of crisis management practices and reason for using such practices in
the hospitality sector?
 What are the challenges faced by Rosewood London during the global pandemic of
COVID-19?
 What is the significance of crisis management practices for Rosewood London in terms
of dealing with the issue of COVID-19?
 What are the different crisis management practices used by Rosewood London to deal
with implications of COVID-19?
Rational of project
The main aim of conducting project on current topic is to develop significant
understanding base regarding crisis management strategies so that researcher can contribute in
terms of efforts of the company to deal with future uncertainties profoundly. The global
pandemic affected hospitality industry in an efficient manner. However, crisis management
strategies might help in terms of dealing with adverse impact of pandemic. In context of personal
growth, the current project will prove helpful in terms of improving communication,
presentation, data management and research skills to ensure future growth in career.
Chapter Overview
Chapter 1: Introduction- Under this chapter, fundamental information regarding the topic is
included so that readers can get basic understanding regarding the topic along with necessary
project aims and objectives.
Chapter 2: Literature Review- This is the second chapter that will cover wide range of
information collected by other authors, publishers regarding the selected research topic.

Chapter 3: Research Methodology-Here, primary data collection method will be used to gather
significant amount of information from respondents to conduct the project work successfully.
Chapter 4: Data Analysis-In this, the data which has been collected from respondents will be
analyzed by using necessary charts, tables, graphs and more.
Chapter 5: Recommendations-Under this, suitable recommendations will be included in order
to make necessary improvements in research project in future period of time.
Chapter 6: Conclusions-This chapter is likely to cover summarized information so that readers
can develop necessary understanding about the topic.
Chapter 2: Literature Review
Concept of crisis management practices and reason for using such practices in the hospitality
sector
According to Burhan and et. al., (2021), crisis management refers to design appropriate
strategies to deal with sudden changes and uncertainties in suitable manner. Having suitable
crisis management strategies is useful for each and every industry as it helps in minimizing
uncertainties and develops such as environment where the company can grow & succeed. In
addition to this, crisis management plans facilitate certainty in business environment so that
stipulated aims can be accomplished within pre-defined period of time. In case of hospitality
industry, having such plans will allow the management to serve guests properly by offering them
optimum solutions to their problems. Here, crisis management plans are helpful in terms of
dealing with future uncertainties in better and effective manner. Basically, crisis refers to such a
situation where activities cannot be performed properly. The main rational behind adopting
suitable crisis management plans is to deal with future uncertain situation appropriately and
systematically so that set goals can be attained. COVID-19 pandemic has been affected
hospitality industry drastically (Wut and et. al., 2021). In such situation, having a suitable crisis
management plan is useful in terms of dealing with future uncertainties profoundly so that the
respective entity can easily attain pre-defined goals and objectives. Also, hospitality

organizations can also minimize future damages to reputation and revenue by adopting
appropriate crisis management strategies.
Challenges faced by Rosewood London during the global pandemic of COVID-19
According to Chanyasak and et. al., (2021), it is monitored that global pandemic affected
all the business entities in profound manner. Due to the pandemic, the revenue, profit margin as
well as customer base of the companies reduced down drastically which directly affected their
performance as well. It is analyzed that COVID-19 pandemic has been affected the hospitality
industry profoundly. Due to the adverse impact of pandemic, revenue and sales of hospitality
companies reduced down drastically. Further, it also affected the customer base of the companies
in profound manner. Further, customers are really important stakeholders for each and every
company as they are considered as the major source of revenue. The pandemic caused
temporally closure of non-essential business activities including pubs, restaurants, hotels and
more which directly affected the revenue of hospitality business organization. In addition,
hospitality entities are considered as one of the worst affected organizations due to the COVID-
19 pandemic (Foroudi, Tabaghdehi and Marvi, 2021). In case of Rosewood London, they get
affected with adverse impact of pandemic in terms of reducing the number of guests that directly
affected their existing sales and revenue. As a result, the entity faced significant challenges to
fulfill its operational expenses due to shortage of funds. In addition, they also started to cut down
the cost by firing off the staff members and minimizing other unnecessary expenses to manage
the profit margin appropriately. Due to the adverse impact of COVID-19 pandemic, there was
halt on international flights which minimized the number of visitors to the hotel. It further
discontinued the services, decreased sales, and reduced profitability. Also, employees returned to
their places which caused challenge in offering appropriate services to the customers. Moreover,
government announced nationwide lockdown during pandemic which directly affected the
number of visitors in the hotel and further caused reduction in overall productivity & profitability
of the entity.
Significance of crisis management practices for Rosewood London in terms of dealing with the
issue of COVID-19
According to Japutra and Situmorang, (2021), crisis management is all about undertaking
suitable strategies so that the companies can deal with future uncertainties and damages

effectively. The main aim of crisis management is to minimize the disruptions and damages
caused by sudden events so that the entity can grow & succeed in future period of time. Further,
crisis management practices are useful in terms of dealing with adverse impact of COVID-19
pandemic. Crisis management practices are helpful in dealing with damages that caused by
sudden events and uncertainties. Further, it plays an imperative role in ensuring enlargement of
the entity by creating a better and positive environment in significant manner. In case of COVID-
19 pandemic, it hampered the operations and functions of Rosewood London profoundly in
terms of revenue, profitability, number of visitors and so on. In such situation, crisis management
practices proved useful in terms of dealing with uncertainties caused by the pandemic so that the
entity can grow in uncertain time. Further, adopting crisis management practices is important to
offer better design and quality of services to the visitors as it helps in making appropriate use of
new technologies & advancements so that the entity can grow in future period of time. Through
this, business managers of the hospitality company can predict the future uncertainty that will
allow them to invent appropriate technology to minimize adverse impact of COVID-19
pandemic by minimizing the personal contact among visitors (Yeh, 2021). Moreover, effective
crisis management plan will help the entity in terms of coming out from uncertain and sudden
situations that will facilitate changes in existing performance and improve future productivity &
efficiency in significant manner. It also makes the selected entity enable to respond the
uncertainties in proper & systematic way to get better outcomes in future.
Different crisis management practices used by Rosewood London to deal with implications of
COVID-19
According to Joshi and Gupta, (2021), crisis management is all about designing a
systematic plan including different steps so that a company can profoundly deal with upcoming
crisis and uncertainties to gain pre-defined outcomes. Here, a plan is developed before
determining proper response with an aim to get better results. Apart from developing a plan, it is
also crucial to respond towards uncertainties within stipulated period of time so that the company
can accomplish stipulated goals significantly. Here, timely response is really important to deal
with the situation properly otherwise it might get out of control and will put adverse impact on
the entity. In terms of crisis management practice, hospitality organization is required to delegate
the responsibilities to other members as well as it is imperative to minimize miscommunication
(Thirumaran and e. al., 2021). In case of Rosewood London, they need to maintain proper

communication among staff members to exchange suitable amount of information with an aim to
deal with adverse impact of COVID-19 pandemic in profound manner. In addition to this, the
respective entity is also required to consult with professionals in order to get their advice to deal
with uncertainties appropriately. Also, there are numerous practices which can be used by
Rosewood London with an aim to deal with COVID-19 practices and manage the organizational
performance & productivity during tough time. For this purpose, they need to train their
workforce in terms of preparing and implementing suitable crisis management plans to deal with
future uncertain events such as COVID-19 profoundly. This will help the entity in terms of
dealing with negative impacts of sudden events to maintain the adequate level of revenue and
profitability.
Chapter 3: Research Methodology
Research methodology is considered as one of the most significant part of the entire
research project including various elements in terms of data collection, analysis and evaluation
for the attainment of pre-defined project goals successfully. In this regard, elements of “research
onion framework” are mentioned below:
Research Philosophy: This shows the beliefs and assumptions of researcher in regards
of research topic (Rosskam, 2018). From two research philosophies such as interpretivsim and
positivism, the selected philosophy is positivism as it is useful in terms of making objective
analysis of the available information to attain pre-defined project goals.
Research Approach: In second layer of research onion framework, research approaches
are included which is used to support the research in profound manner (Gaudet, 2018). Out of
two research approaches such as deductive and inductive, there is selection of deductive
approach with an aim to analyze the available theory in significant manner so that the project can
be accomplished successfully.
Research Strategies: It is considered as one of the imperative elements of research onion
framework which includes ample of steps that are used to guide investigator to complete the
project work in timely manner. Case study, systematic literature review, survey are some of the
imperative research strategies (Ross and Call-Cummings, 2020). In present case, selected

strategy is survey strategy as it helps in collecting detailed amount of information for betterment
of project.
Choice of methods: Selecting suitable methods is really imperative for attainment of set
project goals. There are two methods used by researcher such as qualitative and quantitative
where quantitative is based on using numerical & statistical tools whereas qualitative is about
gathering detailed information (de Vries, 2020). Based on nature of current project, quantitative
method has been adopted where data will be analyzed using charts, graphs, tables and more.
Data collection methods: To complete a project report timely, there is requirement to
collect adequate amount of data. In case of primary method, raw information is collected through
researcher directly from the sources whereas wide range of information is collected through
websites, publications, articles and more in case of secondary method (Rodrigues and Rosa,
2019). The present project is based on collecting primary data through questionnaire directly
from respondents to gain authentic results.
Time Horizon: It is a crucial element for completing the project report in timely manner.
Out of cross-sectional and longitudinal time horizons, there is selection of cross-sectional time
horizon to collect data at a single time for successful completion of project report.
Sampling: This is about including adequate number of units to construct the sample.
From probability and non-probability sampling techniques, there is selection of probability
method to make fair selection of units to get reliable outcomes (Staron, 2020). For this purpose,
30 employees of Rosewood London have been chosen as sample to gather necessary
information.
Ethical consideration: This is one of imperative part of the project work to complete the
project in ethical manner. In this regard, researcher will keep the data of respondents confidential
to maintain the privacy. Further, data protection act will also be used by the investigator for
maintaining authenticity of the project report.

Chapter 4: Analysis and Findings
Questionnaire
Questions Frequency
Q1). Are you familiar with the crisis management concept in
reference of hospitality industry?
Frequency
a) Yes 18
b) No 5
c) Somewhat 7
Q2). In your opinion, what are the reasons of Rosewood London to adopt
crisis management strategies to respond towards adverse impact of
COVID-19 pandemic
Frequency
a) Minimizing uncertainity 10
b) Develop positive environment 7
c) Decrease damage to reputation and revenue 7
d) All of the above 6
Q3.) What are the possible challenges faced by Rosewood London due to
the adverse impact of COVID-19 pandemic?
Frequency
a) Decrease in number of daily visitors 10
b) Minimizing revenue and income 8
c) c) High operational cost 6
e) All of the above 6
Q4.) As per your consideration, does crisis management strategies play Frequency

an important role for Rosewood London in dealing with uncertainties
caused by COVID-119 pandemic?
a) Yes 17
b) No 6
c) Somewhat 7
Q5.) What is the significance of crisis management plans for Rosewood
London to deal with adverse impact caused by the Covid-19 pandemic?
Frequency
a) Help in devising strategies 13
b) Anticipating potential problems 7
c) Helpful in determining future course of action 6
d) All of the above 4
Q6.) In your opinion, what are the different crisis management practices
used by Rosewood London to deal with adverse impact of COVID-19
pandemic?
Frequency
a) Developing plan 12
b) Preparing timely response 8
c) Delegating responsibilities and minimizing miscommunication 4
d) All of the above 6
Q7) According to your consideration, does crisis management plans are
helpful in terms of dealing with future impact of COVID-19 pandemic to
ensure growth and success in future period of time
Frequency
a) Yes 21
b) No 4
c) May Be 5
Theme: Concept of crisis management in reference of hospitality industry

Q1). Are you familiar with the crisis management concept in
reference of hospitality industry?
Frequency
a) Yes 18
b) No 5
c) Somewhat 7
a) Yes b) No a) Somewhat
0
2
4
6
8
10
12
14
16
18
20
Interpretation: As per the above graphical representation, it has been interpreted that out of 30
participants, 18 are with the option yes, 5 of them are in favor of no and rest 7 of them are
responding towards the somewhat. Therefore, it states that most of the people are familiar with
the concept of Crisis management is all about undertaking suitable strategies so that the
companies can deal with future uncertainties and damages effectively. The main aim of crisis
management is to minimize the disruptions and damages caused by sudden events so that the
entity can grow & succeed in future period of time. Also, through having suitable crisis
management strategies is useful for each and every industry as it helps in minimizing
uncertainties and develops such as environment where the company can grow & succeed. In
addition to this, crisis management plans facilitate certainty in business environment so that
stipulated aims can be accomplished within pre-defined period of time.

Theme: reasons of Rosewood London to adopt crisis management strategies to respond
towards adverse impact of COVID-19 pandemic
Q2). In your opinion, what are the reasons of Rosewood London to adopt
crisis management strategies to respond towards adverse impact of
COVID-19 pandemic?
Frequency
a) Minimizing uncertainty 10
b) Develop positive environment 7
c) Decrease damage to reputation and revenue 7
d) All of the above 6
a) Minimizing
uncertainty b) Develop positive
environment c) Decrease damage
to reputation and
revenue
d) All of the above
0
2
4
6
8
10
12
Interpretation: There are various reasons of Rosewood London to adopt crisis management
strategies to respond towards adverse impact of COVID-19 pandemic. Some of them are
minimizing uncertainty, develop positive environment, decrease damage to reputation and
revenue and so on. Therefore, As per the above graphical representation, it has been interpreted

that out of 30 participants, 10 are with the option minimizing uncertainty, 7 of them are in favor
of develop positive environment, 7 are saying Decrease damage to reputation and revenue and
rest 6 of them are responding towards all of the above.
Theme3: Possible challenges faced by Rosewood London due to the adverse impact of
COVID-19 pandemic
Q3.) What are the possible challenges faced by Rosewood London due to
the adverse impact of COVID-19 pandemic?
Frequency
a) Decrease in number of daily visitors 10
b) Minimizing revenue and income 8
c) c) High operational cost 6
c) All of the above 6
a) Decrease in
number of daily visitors b) Minimizing
revenue and income c) c) High
operational cost c) All of the above
0
2
4
6
8
10
12
Interpretation: There are several possible challenges faced by Rosewood London due to the
adverse impact of COVID-19 pandemic. Some of them are decrease in number of daily visitors,
minimizing revenue and income, high operational cost and rest and many others. As per the

above graphical representation, it has been interpreted that out of 30 participants, 10 are with the
option decrease in number of daily visitors, 8 of them are in favor of minimizing revenue and
income, 6 are saying high operational cost and rest 6 of them are responding towards all of the
above. So, it states that COVID-19 pandemic has been affected the hospitality industry
profoundly. Due to the adverse impact of pandemic, revenue and sales of hospitality companies
reduced down drastically. Further, it also affected the customer base of the companies in
profound manner. Further, customers are really important stakeholders for each and every
company as they are considered as the major source of revenue. The pandemic caused
temporally closure of non-essential business activities including pubs, restaurants, hotels and
more which directly affected the revenue of hospitality business organization. As a result, the
entity faced significant challenges to fulfill its operational expenses due to shortage of funds. In
addition, they also started to cut down the cost by firing off the staff members and minimizing
other unnecessary expenses to manage the profit margin appropriately. Due to the adverse impact
of COVID-19 pandemic, there was halt on international flights which minimized the number of
visitors to the hotel. It further discontinued the services, decreased sales, and reduced
profitability.
Theme 4: Role of crisis management strategies for Rosewood London in dealing with
uncertainties caused by COVID-119 pandemic
Q4.) As per your consideration, does crisis management strategies play
an important role for Rosewood London in dealing with uncertainties
caused by COVID-119 pandemic?
Frequency
a) Yes 17
b) No 6
c) Somewhat 7

a) Yes b) No c) Somewhat
0
2
4
6
8
10
12
14
16
18
Interpretation: As per the above graphical representation, it has been interpreted that out of 30
participants, 17 are with the option yes, 6 of them are in favor of no and rest 7 of them are
responding towards the somewhat. So, most of the participants are saying yes which states that
crisis management strategies play an important role for Rosewood London in dealing with
uncertainties caused by COVID-19 pandemic as it helps in minimizing uncertainties and
develops such as environment where the company can grow & succeed. crisis management
strategies are helpful in terms of dealing with future uncertainties in better and effective manner.
Basically, crisis refers to such a situation where activities cannot be performed properly. The
main rational behind adopting suitable crisis management plans is to deal with future uncertain
situation appropriately and systematically so that set goals can be attained. COVID-19 pandemic
has been affected hospitality industry drastically.

Theme: Significance of crisis management plans for Rosewood London to deal with adverse
impact caused by the Covid-19 pandemic
Q5.) What is the significance of crisis management plans for Rosewood
London to deal with adverse impact caused by the Covid-19 pandemic?
Frequency
a) Help in devising strategies 13
b) Anticipating potential problems 7
c) Helpful in determining future course of action 6
d) All of the above 4
a) Help in devising
strategies b) Anticipating
potential problems c) Helpful in
determining future
course of action
d) All of the above
0
2
4
6
8
10
12
14

Interpretation: There are different significance of crisis management plans such as help in
devising strategies, anticipating potential problems, helpful in determining future course of action
and others for Rosewood London to deal with adverse impact caused by the Covid-19 pandemic
As per the above graphical representation, it has been interpreted that out of 30 participants, 10
are with the option help in devising strategies, 8 of them are in favor of anticipating potential
problems, 6 are saying helpful in determining future course of action and rest 6 of them are
responding towards all of the above. Therefore, as most of the participants are with devising
strategies is important plan of crisis management. It helps in minimizing uncertainties and
develops such as environment where the company can grow & succeed. In addition to this, crisis
management plans facilitate certainty in business environment so that stipulated aims can be
accomplished within pre-defined period of time.
Theme: Different crisis management practices used by Rosewood London to deal with adverse
impact of COVID-19 pandemic
Q6.) In your opinion, what are the different crisis management practices
used by Rosewood London to deal with adverse impact of COVID-19
pandemic?
Frequency
a) Developing plan 12
b) Preparing timely response 8
c) Delegating responsibilities and minimizing miscommunication 4
d) All of the above 6

a) Developing plan b) Preparing timely
response c) Delegating
responsibilities and
minimizing
miscommunication
d) All of the above
0
2
4
6
8
10
12
14
Interpretation: There are different crisis management practices used by Rosewood London to
deal with adverse impact of COVID-19 pandemic such as developing plan, preparing timely
response, helpful delegating responsibilities and minimizing miscommunication and many more.
As per the above graphical representation, it has been interpreted that out of 30 participants, 12
are with the option developing plan , 8 of them are in favor of preparing timely response, 6 are
saying helpful delegating responsibilities and minimizing miscommunication and rest 6 of them
are responding towards all of the above. Therefore, it states that most of the participant is with
developing plans as it is also crucial to respond towards uncertainties within stipulated period of
time so that the company can accomplish stipulated goals significantly. Here, timely response is
really important to deal with the situation properly otherwise it might get out of control and will
put adverse impact on the entity.
Theme: Role of crisis management in terms of dealing with future impact of COVID-19
pandemic to ensure growth and success in future period of time
Q7) According to your consideration, does crisis management plans are
helpful in terms of dealing with future impact of COVID-19 pandemic to
ensure growth and success in future period of time?
Frequency
a) Yes 21

b) No 4
c) May Be 5
a) Yes b) No c) May Be
0
5
10
15
20
25
Interpretation: As per the above graphical representation, it has been interpreted that out of 30
participants, 21 are with the option yes, 4 of them are in favor of no and rest 5 of them are
responding towards may be. Therefore, it represents that most of the participant are with yes as
crisis management plans are helpful in terms of dealing with future impact of COVID-19
pandemic to ensure growth and success in future period of time.
Chapter 5: Recommendations & Suggestions for Further Work
As per the above report, it has been recommended to respective firm that they have to apply suitable
crisis management strategies as it is useful for each and every industry as it helps in minimizing
uncertainties and develops such as environment where the company can grow & succeed. In
addition to this, it is also suggested to develop devising strategies is important plan of crisis
management. It helps in minimizing uncertainties and develops such as environment where the
company can grow & succeed. In addition to this, crisis management plans facilitate certainty in
business environment so that stipulated aims can be accomplished within pre-defined period of

time. Furthermore, it has been also recommended that respective entity have to apply developing
plans as crisis management practices the reason being it is also crucial to respond towards
uncertainties within stipulated period of time so that the company can accomplish stipulated
goals significantly. Here, timely response is really important to deal with the situation properly
otherwise it might get out of control and will put adverse impact on the entity.
Chapter 6: Conclusion
Based on the above report, it has been concluded that crisis management plays crucial role within
hospitality industry as crisis management plans are helpful in terms of dealing with future
uncertainties in better and effective manner. Additionally, crisis is such a situation where
activities cannot be performed properly. it plays an imperative role in ensuring enlargement of
the entity by creating a better and positive environment in significant manner. Further, adopting
crisis management practices is important to offer better design and quality of services to the
visitors as it helps in making appropriate use of new technologies & advancements so that the
entity can grow in future period of time. Through this, business managers of the hospitality
company can predict the future uncertainty that will allow them to invent appropriate technology
to minimize adverse impact of COVID-19 pandemic by minimizing the personal contact among
visitors. Apart from this, research methodology is conducted as it aids in selecting the several
methods such as deductive approach, primary methods and many others. Also, frequency
distribution table is used to analysis the information effectively and efficiently.

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