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

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