Managing Crisis in UK Hospitality Sector: A Study on Whitbread Plc

Dissertation
The importance of managing crisis in the
hospitality sector of UK.

Contents
ABSTRACT.....................................................................................................................................1
ACKNOWLEDGEMENT...............................................................................................................2
CHAPTER 1 INTRODUCTION.....................................................................................................3
Background of the research & organisation...........................................................................3
1.2 Problem Statement............................................................................................................3
1.3 Research aims and objectives...........................................................................................3
1.4 Research Questions..........................................................................................................3
1.5 Rational of the research....................................................................................................4
CHAPTER 2: LITERATURE REVIEW.........................................................................................4
Understand the importance of crisis management in UK hospitality sector..........................4
Strategies that Whitbread Plc uses in managing crisis in their business................................5
Examine the role of crisis management in responding the future crisis in context of Whitbread
Plc...........................................................................................................................................6
CHAPTER 3 RESEARCH METHODOLOGY..............................................................................7
CHAPTER 4 ANALYIS AND FINDINGS....................................................................................9
CHAPTER 5 RECOMMENDATION...........................................................................................14
CHAPTER 6 CONCLUSION........................................................................................................14
REFLECTION...............................................................................................................................15
References:.....................................................................................................................................17
APPENDIX....................................................................................................................................19

ABSTRACT
The project is being conducted on the research basis as the major purpose of the project is to
examine the role of crisis management that how in future the hospitality sector deals with the
crisis. There is a proper understanding about the topic and also mainly focused on the strategies
to be followed in the business to overcome the challenges. The research is performed on primary
data which also will be conducted in qualitative method that will be measured numerically for
the authenticity of the project as there is first hand data collected that deals directly with the
participants with keen observation of facts.
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ACKNOWLEDGEMENT
For conducting this research project, I would like to acknowledge and give my warmest
thanks to my teacher who made this work possible for me as I got a golden opportunity to do this
wonderful project. As the research would not possible without his support. At the time of writing
this research the guidance and advice was carried me through all stages. With this I would like to
thank all my friends who helped me at the time of preparing this research as it helped me in
doing and came to know about so many new things for which I am really thankful to them.
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CHAPTER 1 INTRODUCTION
Background of the research & organisation
This research seek to looks at the crisis & crisis management within hospitality
organisations. It is a definite yes that crisis take place within every organisation. Therefore, this
research will discuss that how well the organisations prepared to handle or deal with the crisis.
background of the organisation
Whitbread plc is a multinational British hotel & its headquarter is situated within
Houghton Regis England. Respective organisation was founded by the Samuel Whitbread in
1742. This organisation is a division of the Premier Inn hotel that is biggest brand within UK.
1.2 Problem Statement
As it has been identified that when due to some reason, crisis take place within the
organisation then it impact the business adversely (Álvarez-Díaz and et. al., 2022). This is
because crisis has a direct impact on the organisation productivity, performance and also
influence the business performance within marketplace and among audience. Therefore this
research has been conducted to solve the identified problems within organisation effectively.
1.3 Research aims and objectives
Research Aim
The aim of this project is to examine the role of crisis management in responding the
future crisis within the UK hospitality sector. “A study on Whitbread Plc”.
Research Objectives
 To understand the importance of crisis management in UK hospitality sector.
 To analyse the strategies that Whitbread Plc uses in managing crisis in their business.
 To examine the role of crisis management in responding the future crisis in context of
Whitbread Plc.
1.4 Research Questions
 What is the importance of crisis management in hospitality sector?
 What are the strategies used by Whitbread Plc in managing crisis in their business?
 Discuss the role of crisis management in responding the future crisis in context of
Whitbread Plc.
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1.5 Rational of the research
Main significance of this research to understand concept of the crisis management and
how it is useful for the organisation (Azmi, 2022). This research has been conducted with the
motive to demonstrate how organisation get impacted by the crisis during specific time period.
Along with this, it will also present how organisation overcome form any kinds of the crisis
within workplace by adopting different strategy and other ways. In personal context, this
research project will enhance and improve the investigator's skills and knowledge about how
crisis management work that will be helpful in completing the research successfully.
CHAPTER 2: LITERATURE REVIEW
It has been considered as search & evaluation of available literature in particular given
subject and chosen topic area (Guo and et. al., 2022). This literature review is going to cover
three objectives which are mentioned below:
 To understand the importance of crisis management in UK hospitality sector.
 To analyse the strategies that Whitbread Plc uses in managing crisis in their business.
 To examine the role of crisis management in responding the future crisis in context of
Whitbread Plc.
Understand the importance of crisis management in UK hospitality sector
According to the Christian Kurse, 2022, crisis management has been considers a
strategy document which describe preparedness of the organisation to respond to any crisis.
There are various organisation that do not invest on the crisis management because, in their
reasoning, there is almost zero possibility that ordinary business organisation will suffer any kind
of losses. But its very significant for the organisation to understand importance of the crisis
management. These improve are mentioned below:
 Crisis management is very crucial because without one, individuals under any stress may
take poor decision & may also unintentionally extend a crisis. Taking a swift, the
constructive action mat be key to the organisational survival.
 In wake of crisis, the crisis management jeep the workforce focused on organisational top
priorities & combats fear & uncertainty which can compound any types of damage.
 Furthermore, crisis management help the organisation in identifying the threats, reducing
their likelihood & also improve the response.
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