Impact of COVID-19 in the hospitality industry

This investigation explores the impact of COVID-19 on the hospitality industry, including the overall impacts, long-term effects, and combat strategies. It discusses the challenges faced by the sector and the changes in customer behavior. The study aims to identify the situation of the hospitality industry after COVID-19.

DISSERTATION

ABSTRACT
The present investigation has been taken into consideration on COVID-19’s impact over
hospitality industry. It has impacted the hospitality sector with no expectations. Hospitality
sector is first business that affected and last to be recover. The aim of this investigation is to
identify the condition of different sectors like hospitality and so on after COVID-19. Away with
this the aim has been developed and also objectives have been developed and attaining by using
the different sources. Secondary bases have been used for collection of information in literature
review. Research objectives have been attained by consisting secondary base like internet
sources, articles, scholars, journals, and so on. Research onion framework has been used by
consisting the different layers for some instance research philosophies, research approaches, data
collection methods, sampling and ethical considerations. There has been positivism investigation
approach is also being utilised quantitative investigation technique & provide the detailed
clarification in relation with area that researcher is looking forward to investigate. On the other
side, deductive research approach has been used because it provides the detailed and in- depth
understanding related to particular subject area. For collection of information, primary method of
data collection has been used as it consists the interview and survey. For the interview purpose,
chosen respondents are managers of hotel and for survey purpose, chosen respondents are
customers. There has been random sampling method used to select the respondents for collect
data. The main reason behind selecting this sampling method is that it provides the equal chance
to the chosen respondents and reduce biasness. Thematic analysis method has been used to
analyse collected data from primary method. The discussion is based on the literature review that
provides the detailed analysis.

TITLE: Impact of COVID-19 in the hospitality industry.
INTRODUCTION
Background of Research
Impact of COVID-19 spread across whole world, main focus for businesses and
governments is safety of people. COVID-19 has unprecedented circumstances before fragile
hospitality and tourism sector. It has impacted each sector across globe and hotel sector is among
hardest hotel. The hospitality sector is wider section of the specific area i.e. lodging, drink
service, transportation, theme parks, and so on. Investment in the technology across hospitality in
near will be focused on solving the issues and give or bolster the new business related
opportunities as the legacy revenue streams have dwindled. Factors which were driving
hospitality sector before the COVID-19 pandemic consists enhancing the disposable income
level, increasing the online travelling business and new travel trends due to enhance internet
penetration. Ever- expanding global tourism sector was main factor that driving development of
hospitality sector before coronavirus outbreak. Leisure and hospitality sector mainly contributes
5% of the general GDP as well it accounts for the 10% of employment in country (Alon and et.
al., 2020). Impact of the COVID-19 on international travel will based on extent on pandemic and
direction concerned to travel restrictions. Response of public will impact in context to short term
period after lifted the travel restrictions. The hospitality businesses are mainly turning to the
technology to enhance customer loyalty, automated process and communication in order to
maintain the data accuracy in online environment customer may be stumble upon.
Rationale of Research
The present investigation is concerned with situation of hospitality sector after the COVI-
19. Hospitality industry has been hard hit through COVID-19. It has accelerated digital
transformation required through hospitality business that at present have to be rely on the
technology to enhance speed as well as efficiency of processes. It helps in give customer centric
experience. The main reason behind conducting the present investigation is to determine the
impact of COVID-19 on the hospitality industry (Alonso and et. al., 2020). Conducting the
present investigation in personal and professional context. In the personal context, knowledge of
a learner regarding the COVID-19 on the hospitality business enhanced. This helps in provide
the in- depth information of a learner improved. Other than this, in professional context learner
knowledge regarding analyse situation of the hospitality sector after COVID-19 enhanced.

Through this, skills and knowledge of a learner can be enhanced so that it can perform similar
kind of investigation 9in the future.
Research Aim
The aim of the research is “To identify the situation of the Hospitality industry after
COVID-19.”
Research Objectives
 To investigate the overall impacts of COVID-19 on the Hospitality industry.
 To find out what long term effects of COVID-19 on the provided sector can be.
 To discover any combat strategy for the effects of the pandemic on the hospitality
industry.
Research Questions
 What are the overall impacts of COVID-19 in the hospitality industry?
 What are long term effects of COVID-19 in the hospitality sector?
 If any combat strategies can be developed to prevent the effects of the corona virus
pandemic on the hospitality industry.

LITERATURE REVIEW
It is defined as survey of the scholarly sources which give overview regarding specific
topic. This is mainly follow discussion of thesis statement of paper or purpose of study goals.
The literature review is evaluation and search of available literature in selected subject area. This
documents state of art with context to subject or area. The primary motivation behind conducting
literature review sections as it is to acquire comprehension of existing examination with respect
to specific area on which research is looking forward to analyse. The focal point of literature
review is to accomplishing the exploring targets concise way (Bas and Sivaprasad, 2020). For
analysing the of data within Literature Review, there has been a range of sources utilized, for
example, articles, books, researchers, web sources, and others. This aid in give the in depth
knowledge arrangement with respect to the specific branch of knowledge in a viable or critical
way.
Overall impacts of COVID-19 on the Hospitality industry
According to Chris Eden (2021), COVID-19 has entered the healthcare sector. Despite the
effect of COVID 19, hotels are still related to performance patterns by STR software
performance test experts. The accommodation industry is primarily linked to the housing and
food services sectors. The GVD was predominantly £59.3 billion, or approximately 3.0% of the
UK's wealth creation. The restrictions on the trading have impacted business turnover of
hospitality. The economic output in hospitality industry has down to 92% in April 2020 as
comparison to February 2020 (Baum and Hai, 2020). Due to COVID-19 pandemic situation,
economy of world was to be shut down. It has confronted hospitality sector with unprecedented
issues. There are some strategies to be flatten COVID-19 curve for an instance community
lockdown, social distancing, stay at home orders, mobility restrictions and many more have been
resulted in the provisional closing of numerous hospitality industries. This reduced the business
demand that were permit to be operate on continue basis. While hospitality sector is recovering
slowly, COVID-19 crisis continues to be exert the impact about operations of hospitality
business. It is expected to make the changes to operations in situation of COVID-19 to assure
about health and safety of customers and staff members. It also enhances the willingness of
customers to be patronize business. COVID-19 has more impact on hospitality marketing and
sales of business. Hospitality sector thrives on visitations patterns and considerable efforts are

mainly placed through decision makers in order to attract the visitors for supporting sector
(Baum and et. al., 2020).
As contrary to this Avik Bhattacharya (2020) The UK lock-down and social distancing
affect the impact on hospitality sector. Restaurant could not book their table for diners. As their
business were almost shutdown which is unpredictable challenge in the industry and the booking
percentage was slow down in January of this year which is affected by the lock-down restriction
such as stay at home and travel and other restriction has affected the business. The highest fall in
quarterly GDP recorded in this year. For employment, hospitality sector is the third largest
sector. In COVID-19 the employment impacted directly and their income affected by this.
Pandemic has impacted on the economy that has severely damaged the sector. This impact
financial growth of the business. UK hospitality sector suffered the sales in 2020 (Craven and et.
al., 2020). Now, the hospitality sector is slowly recovering and ensures customers about their
health and safety. Impact of jobs in UK reducing their employees and cut their salary as impacts
mass unemployment and it result in decrease in revenue in the sector. In the current COVID-19
environment fear employee’s migrant their places to their home town and the workers are
moving to the other job where they can get their salary easier and faster. It is surveyed that due to
the pandemic support is required for opening of new hotels in the UK.
Long term effects of COVID-19 on the provided sector can be
On the basis of Francine L. Shaw (2021), it has been stated that hospitality sector is mainly
hit through COVID-19 pandemic. 2020 year was worst for the hotel occupancy because of stay
at home orders, quarantines and travelling restrictions. Health pandemic has been scarier,
disruptive and overwhelming for many. Many economic costs would cover the disruption of
commercial insurance particularly when the coverage covering the losses was issued by the court
order of outages to hotels as well as related industries. Small companies, including restaurants,
cabinets, bistros, bed & breakfasts and boutique hotels, are prone to incur less problem than
some other private player’s industry because of vulnerable to the change. They shall be impacted
through change in supply chain, less demand and even shot down until recovery taken place.
With heavy impact, hospitality sector will need to learn about function in such a manner that
seen before (Das, 2020).
Dining will shift online- Perhaps biggest long term change promoted through COVID-19
is shift from on the premise to the off the premise dining. They will be relying more on the

delivery and also takeout than the before. People will get used to ordering online food or picking
this up at hotel to be enjoy at the home with family. In regards to this, hotels will be realising that
they require to have online ordering system to be survive and it will provide the benefits to hotel
and customers both (Debata, Patnaik and Mishra, 2020).
Menus will be rethought and re-engineered- In hotel sector, learns to be adapt and also
evolve the amidst ripple impact that will felt long after gone of COVID-19. There will be see
various changes in menus. Family meal boxed will popular for the delivery and takeout as they
are affordable option for the people which want to be eat at the home with family (Davahli and
et. al., 2020).
Seating will have reorganized and communal tabled will disappear- For the hotels who
relied on enhancing use of the seating and space in order to enhance profit, health and safety
related regulations are big limitations. Individuals do not feel comfortable with sitting to others
mainly indoors. In regards to this, social distancing has become norm and continue to be far long
time, so hotels require to maintain less safety distance among tables (Dube, Nhamo and
Chikodzi, 2020).
Technology that minimizes human interaction will seep into industry- The main goal of
hotels is to reducing interaction among consumers from various parties, staff and customers. It
can be done through cutting edge the technology. Once the hotels begin using technology, this is
not likely that they will go back to old ways. Contactless payment is one of easiest technology
implemented that done online when the consumers order delivery or contactless cards. In context
to digitalized menu, scan QR code at table to access menu that is effective and safe way to
deciding what they want to be order without interaction with waiter. Perhaps, ideas to implement
and long term consists touchless elevators and dining experience which is contactless from
starting to end (Farmaki and et. al., 2020).
Combat strategy for the effects of the pandemic on the hospitality industry.
As per opinion of Bogdan Romashko (2020) As the corona virus spread around world, it
has become a threat for the business. It has negative impact on hotel and hospitality industry.
Because of this, hotel industry reportedly declines its demand. Hotels, restaurants, casino are
stood shut for some month as government take decision to control the spread of corona virus. But
with time government and their authority decided to open their economy around the world and
hotel industry is also prepared to open their business once again. At this time, it is important for a

business to adopt new strategy and change in existing strategy to overcome from these pandemic
situations. As with this situation customer behaviour and mind-set is also changed, so it is
important for a business to understand these changes and behaviour and expectation of their
customer. At this time the trust of customer on business is important (Filimonau, 2020).
Maintain Safety and security of guest and employee: There should be cleanliness and
safety procedure in hotels for guest as well as employees to avoid outbreak of corona virus. They
can also offer service like order through apps, online pay, no contact service, restrict unnecessary
gathering at work place. It should be the priority of hotel industry to create secure working
environment. There will be some loss as employees work far from office but it is duty of the
company to ensure that they are productive for business in new operative environment (Huang
and et. al., 202).
Flexible Rates and Allow to Move a Booking to New Date: Company can allow a guest to
change a booking to a new date and can also promote flexible rate to promote their business in
emergency cancellation. They can also make some changes in their current policies like strict
hygiene policy, flexible rate for different service etc. They should adopt flexi-service instead of
value added service as because of corona virus people are more aware about health and safety
(Jones and Comfort, 2020).
Digital Marketing and Online Transaction: They can adopt practices like digital
marketing and online transaction with supplier to avoid the spread the Covid-19 and can make
the place safer for customer and employees. They can use social media platform to promote their
precaution related to covid-19. If it is used responsibly and ethically, it can help to build good
relations with the customer and strength company's reputation in the minds of consumer (Karim
and et. al., 2020).
Food Delivery from Hotel Restaurants: Hotels can increase the sales of their restaurants
during the pandemic. Hotel can reassess their marketing campaign and can adopt effective ways
to increase sales like special offer, giving items for free. These might create loss initially but it
helps to increase the sales. By this they can recover the loss by earning from other service. It
does not only increase the revenue of the business but also provide them with opportunity to
introduce new products in the menu to attract customer.
Focus on Package and Offer: They Should focus on advance purchase packages to their
customer as it will increase the sales in demand time. They can also offer discounts and other

offer to increase the sales even in off-season time. Hotels can provide booking for 60-90 days out
as customer are cautious about travelling (Kaushal and Srivastava, 2021). They offer packages
like contactless check-in tool, keyless entry and many more. They are also fulfilling quarantine
requirement of their customer by offering 14-days quarantine packages in luxury.

METHODOLOGY
Research methodology refers to Specific method used for the identification, collection and
review of topic knowledge. It helps readers to determine the study's consistency. This describes
the steps needed to analyse the problem of analysis and why specific methods must be applied.
In the research methods, project methodology was taken into account. Research onion via
Saunders et has been created. al. 2007 to clarify the steps to be taken by an investigator to
establish improved methods. This is typically an extension of the tree for testing methods. The
research onion gives progression by which research methodology can be effectively designed
(Knight and et. al., 2020). Its usefulness lies in adaptability for any kind of the research
methodology and can be effectively used in many contexts. Different layers considered in
research onion mention below:
Research Philosophy
It is persuaded that data on the phenomenon will be obtained and evaluated accordingly.
This is the information creation system of rules and beliefs. Two forms of study philosophy are
objectivism and positiveism.
Positivism philosophy- This theory of science states that the human world can be viewed
critically. It adhered to the opinion that observation primarily gains factual information. The
researchers' task here is constrained to gather data and informed opinion (Maliszewska, Mattoo
and Van Der Mensbrugghe, 2020).
Interpretivism philosophy- The idea is that a researcher plays a special role in studying
the social environment. These are based mainly around an officer's interest.
Justification: Positivism research philosophy has been used as the measurable observation
is focused largely on the study of statistics. The theory of positive research has primarily to do
with the belief that even an investigation wants to focus on evidence (Ozili and Arun, 2020).
Research Approach
It is described as planning and execution for research which extends from broader
hypotheses to data analysis, review and interpreting. This is focused on the essence of the
problem of science. Various approaches to analysis refer to below:

Inductive approach- It consists search for the pattern from the observation and
development of the explanations. It is moving from the particular observations to wider theories
and generalisations.
Deductive approach- It works from general to more particular. An investigator is taking
deductive approach take steps explained earlier for the inductive investigation (Phillipson and et.
al., 2020).
Justification: Deductive research approach has been used as it depends on the quantitative
research method. it mainly begins with theory driven hypothesis that guide data collection as
well as analysis.
Research Strategy
It is related to the overall plan for conduct an investigation effectively. It guides an
investigator in planning and monitoring study. The research methods stated an investigator to
gather as well as analyse the data in order to getting positive research outcomes. It is necessary to
an investigator to select the correct research strategy for getting positive research outcomes.
There are different research strategies such as interview, action research, surveys, observations
and others. Research strategy is selected on the basis of data needed for an investigation and
study purpose (Riadil, 2020).
Justification: In this investigation, interview and survey both research strategies has been
used. The benefit of using interview research strategy is that it provides the flexibility to
interviews. This is easier than with the questions submitted by mail. Interviews can assess
participants' non-verbal behaviour. The questionnaire is more accurate, on the other side,
although it saves costs and can receive data from many participants.
Research Choice
It is most important layer in the research onion and based on distinction among the
quantitative and qualitative data. The quantitative research method is based on the data can be
measured objectively with numbers. Data is mainly analysed by the statistical analysis and
numerical comparison. On the other hand, qualitative research method is mainly related to
provide the detailed information regarding the particular subject area (Rodríguez-Antón and
Alonso-Almeida, 2020). This is mainly used to collect the in- depth understanding of issue or
generate the new ideas for performing an investigation. Mono method, mixed method and multi
method are the different types of research choices given below:

Mono method- It consists using the single research choice for conducting study.
Mixed method- It consists use of the two or more than two research methods namely
quantitative and qualitative methods.
Multi method- This method of research choice is related to broader selection of the
method mainly used.
Justification: There has been mixed method used by consisting the quantitative and
qualitative method. Quantitative method follows deductive research approach. It has been
attained through using the primary investigation with the help of questionnaire by interaction
with the customers of hotel. On the other hand, interview has been conducted by using
qualitative method of data collection (Romagosa, F2020).
Data collection methods
Data collection is described as a method by which exact insights are gathered and
evaluated for the analysis by established strategies. It is process about collecting information and
data from relevant sources to search the answers to research questions to evaluate hypothesis.
Primary and secondary are two different methods of data collection.
Primary method- It is type of data that is gathered through investigator directly from
main sources by using survey, interviews, observation and others. This is kind of the research
design under which an investigator is involved directly in data collection process. It is more
effective in explaining characteristics of large population. Not any other method of research can
give wider capability that assures accurate sample to collect the targeted outcomes to draw the
conclusion and make the necessary decisions (Rutynskyi and Kushniruk, 2020).
Secondary method- This is kind of an investigation that has been already collected,
organised and also published through others. In this, an investigator relied solely on the existing
research materials than collect directly.
Justification: In this present research, there has been primary method of data collection
used. Interview and questionnaire both are conducted for the present research. For the interview
purpose, managers are chosen and for questionnaire, customers are selected. The main benefit of
using primary method is that it is time saving and provide the authentic and reliable information
regarding the particular subject area (Sönmez and et. al., 2020).

Sampling
It is process that used in the statistical analysis in which predetermined observations are
taken from large population. It is used to sample from large population based on analysis type
that is being performed. This many consists probabilistic and non- probabilistic sampling
method.
Probabilistic sampling- It means that each member included in population has chance of
being chosen. It provides better chance to develop sample that is representative of population. In
this, respondents are chosen at random basis.
Non- probabilistic sampling- This means that all population participants do not have
equal opportunities to participate in the research. This is not possible along with cost as well as
time factors to construct the purposive random sample (Thams and et. al., 2020).
Justification: In conducting the present investigation, there has been probability and non-
probability two different sampling method used. For the interview purpose, 3 respondents have
been chosen and they are the managers of hotel. On the other hand, by using random sampling
method, 51 respondents chosen for survey purpose. For the survey, chosen respondents are the
customers of hotel.
Time horizon
It explains needed time for completion of research project. Cross- sectional and longitudinal
are two different time horizons.
Cross Sectional time horizon- This time horizon is established already, whereby data and
information should be gathered. It is used when research is related with study of specific
phenomenon at particular time.
Longitudinal time horizon- It has to do with the processing of records / knowledge over
time. This is shown when an audit is required to examine changes over time. (Verma and Saini,
2020).
Justification: Cross- sectional time horizon has been used as it provides the proper time
frame according to activities involved in an investigation.
Ethical consideration
The research ethics mainly govern standards of conduct for investigators. This is necessary
to adhere to the ethical principles to protect rights and dignity of research participants. For
conducting an investigation, researcher should follow all the ethical principles such as

confidentiality, informed consent, integrity, conflict of interest, anonymity and others.
Researcher should assure that research subject should not harm the feelings of people. It should
be authentic and reliable. It is one of founding principle about research ethics (Williams and
Kayaoglu, 2020). The intent is that participants can be enter voluntarily in an investigation with
fill information. There is need to an investigator to provide the detailed information regarding
research area to the participants and also communicate the research outcomes with them.

FINDINGS AND ANALYSIS
There are qualitative and quantitative two different method of research. In the qualitative
method, interview has been developed by selecting 3 respondents. On the other hand, in
quantitative method, the questionnaire consists of the numerous questions concerning the effect
on the hotel industry of COVID-19. The theoretical framework comprising the different settings
was used to analyse the results and graphs according to questions. On the other hand, discussion
has been mentioned on the basis of literature review by consisting the secondary method of data
collection.
For quantitative
QUESTIONNAIRE
Q1) Do you have understanding about the COVID-19 within hospitality sector?
a) Yes
b) No
Q2) According to you, how COVID-19 influence on the hospitality sector in UK?
a) Inability to provide salary to staff
b) Loss in the earnings
c) Discontinuation of main operations
Q3) What do you think, does COVID-19 is reason behind loss of staff job within the
hospitality industry?
a) Yes
b) No
Q4) What should hotel staff do if guest develops the COVID-19 symptoms at
accommodation establishments?
a) Contact local health authority
b) Follow health authority instructions
c) Should be isolated in room
d) Proper sanitization
Q5) According to you, how COVID-19 impact on the training policies of hospitality
sector within United Kingdom?
a) Positive manner

b) Negative manner
Q6) As per your perspective, what are the major issues faced by human resource
function of hotel during COVID-19 pandemic?
a) Difficulty in provide training
b) More risk in contamination of staff
c) Work with employee at minimum retention rate
Q7) What are the effective strategies can be adapt to hospitality sector during COVID-19
disruption?
a) Training and information
b) Deployment of resources
c) Supervision
d) Communication
Q8) What precautions hospitality sector should be take and comply with protective
measures against the COVID-19?
a) Physical distancing measures
b) Hand cleaning
c) Ventilation and air conditioning
Q9) What are the combat strategy can be used by hospitality industry for the effects of
COVID-19 pandemic?
a) Temperature check on continuous basis
b) Maintain social distancing
c) Proper sanitization
Q10) Recommend ways through which hospitality sector can provide training to staff for
enhance customer satisfaction.
Frequency Table
Q1) Do you have understanding about the COVID-19 within
hospitality sector?
Frequency
a) Yes 40
b) No 11
Q2) According to you, how COVID-19 influence on the Frequency

hospitality sector in UK?
a) Inability to provide salary to staff 15
b) Loss in the earnings 20
c) Discontinuation of main operations 16
Q3) What do you think, does COVID-19 is reason behind loss of
staff job within the hospitality industry?
Frequency
a) Yes 45
b) No 6
Q4) What should hotel staff do if guest develops the COVID-19
symptoms at accommodation establishments?
Frequency
a) Contact local health authority 15
b) Follow health authority instructions 15
c) Should be isolated in room 10
d) Proper sanitization 11
Q5) According to you, how COVID-19 impact on the training
policies of hospitality sector within United Kingdom?
Frequency
a) Positive manner 10
b) Negative manner 41
Q6) As per your perspective, what are the major issues faced by
human resource function of hotel during COVID-19 pandemic?
Frequency
a) Difficulty in provide training 12
b) More risk in contamination of staff 18
c) Work with employee at minimum retention rate 21
Q7) What are the effective strategies can be adapt to hospitality
sector during COVID-19 disruption?
Frequency
a) Training and information 22
b) Deployment of resources 15
c) Supervision 10
d) Communication 4

Q8) What precautions hospitality sector should be take and
comply with protective measures against the COVID-19?
Frequency
a) Physical distancing measures 15
b) Hand cleaning 18
c) Ventilation and air conditioning 18
Q9) What are the combat strategy can be used by hospitality
industry for the effects of COVID-19 pandemic?
Frequency
a) Temperature check on continuous basis 20
b) Maintain social distancing 20
c) Proper sanitization 11
THEME 1: Understanding about the COVID-19 within hospitality sector
Q1) Do you have understanding about the COVID-19 within
hospitality sector?
Frequency
a) Yes 40
b) No 11
a) Yes b) No
0
5
10
15
20
25
30
35
40
45
40
11
Interpretation: From the above mention graph, it has been stated that there are 40 respondents
and they said that they have the understanding regarding COVID-19 in the hospitality industry.
Impact of COVID-19 spread across whole world, main focus for the business and government is
safety of people. Implications for the economic development and profit have to be lead to sharp

sell- off in the equity market across globe. There are 11 remaining respondents which are not
agree with the given statement. They do not have the better understanding regarding COVID-19
within
THEME 2: COVID-19 influence on the hospitality sector in UK
Q2) According to you, how COVID-19 influence on the
hospitality sector in UK?
Frequency
a) Inability to provide salary to staff 15
b) Loss in the earnings 20
c) Discontinuation of main operations 16
a) Inability to provide salary
to staff b) Loss in the earnings c) Discontinuation of main
operations
0
5
10
15
20
25
15
20
16
Interpretation: From above mention graph, it has been examined that COVID-19 impact on
hospitality business within United Kingdom. There are 15 respondents and according to them
due to COVID-19, there is inability to hotels to give the salary to its staff due to shortage of staff.
According to 20 respondents that there is loss of earning to the hotels due to arisen of COVID-
19. There are 16 remaining respondents and as per their opinion that COVID-19 impact on
hospitality sector by discontinuation of the major operations of hotels. From this, there is less
earnings of hotels and develops the negative impact on business operations.
THEME 3: COVID-19 is reason behind loss of staff job within the hospitality industry
Q3) What do you think, does COVID-19 is reason behind loss of
staff job within the hospitality industry?
Frequency
a) Yes 45

b) No 6
a) Yes b) No
0
5
10
15
20
25
30
35
40
45
50
45
6
Interpretation: There are 45 respondents said that COVID-19 is a main reason behind loss of
staff job within the hospitality industry. 6 remaining respondents are not agreeing with the given
statement.
THEME 4: Hotel staff do if guest develops the COVID-19 symptoms at accommodation
establishments
Q4) What should hotel staff do if guest develops the COVID-19
symptoms at accommodation establishments?
Frequency
a) Contact local health authority 15
b) Follow health authority instructions 15
c) Should be isolated in room 10
d) Proper sanitization 11

a) Contact local
health authority
b) Follow health
authority instructions
c) Should be isolated
in room
d) Proper sanitization
0
2
4
6
8
10
12
14
16 15 15
10
11
Interpretation: As per the mention graph, it has been examined that Hotel staff do if guest
develops the COVID-19 symptoms at accommodation establishments. On the basis of 15
respondents that if any person has symptom of the COVID-19 then staff of hotel should be
contact with the local health authority. It is necessary to provide treatment to the person and
sanitize the area properly. There are 15 respondents and according to them it is necessary for the
staff to follow instructions of the health authorities. As per view point of 10 respondents that
their hotel staff should isolated the person. There are 11 remaining respondents which are agree
with the proper sanitization.
THEME 5: COVID-19 impact on the training policies of hospitality sector
Q5) According to you, how COVID-19 impact on the training
policies of hospitality sector within United Kingdom?
Frequency
a) Positive manner 10
b) Negative manner 41

a) Positive manner b) Negative manner
0
5
10
15
20
25
30
35
40
45
10
41
Interpretation: According to 10 respondents that COVID-19 impact on the training policies of
hospitality sector within United Kingdom. The hotels provide training to the Other than this,
there are 41 remaining respondents and it develop the negative impact on training of the policies
regarding hospitality sector in UK. The hotels face complexities in provide the training to staff as
they are work from home in situation of COVID-19 pandemic.
THEME 6: There are some major issues faced by human resource function of hotel during
COVID-19 pandemic
Q6) As per your perspective, what are the major issues faced by
human resource function of hotel during COVID-19 pandemic?
Frequency
a) Difficulty in provide training 12
b) More risk in contamination of staff 18
c) Work with employee at minimum retention rate 21

a) Difficulty in provide
training
b) More risk in
contamination of staff
c) Work with employee at
minimum retention rate
0
5
10
15
20
25
12
18
21
Interpretation: It has been stated that there are some issues and complexities faced through the
human resource of hotel at COVID-19 pandemic. As per opinion of 12 respondents that there is
complexity in provide the training to staff members during the time of COVID-19 pandemic.
According to 18 respondents that there is complexity faced by the hotels about contamination of
employees within an organisation. There are 21 remaining respondents which are agree to work
with the staff at less sustain rate within an organisation.
THEME 7: Strategies can be adapting to hospitality sector during COVID-19 disruption
Q7) What are the effective strategies can be adapt to hospitality
sector during COVID-19 disruption?
Frequency
a) Training and information 22
b) Deployment of resources 15
c) Supervision 10
d) Communication 4

a) Training and
information
b) Deployment of
resources
c) Supervision d) Communication
0
5
10
15
20
25
22
15
10
4
Interpretation: On the basis of 22 respondents that training and information is one of the
effective strategy that adapt by the hospitality sector at the time of Coronavirus. This helps in
enhance the skills of employees so that they can work in better manner. There are 15 respondents
and according to them deployment of the resources is necessary strategy. 10 participants are
agreeing with the supervision. There are remaining 4 respondents and as per their opinion that
communication of supervisor and staff members is necessary as it enhance the employee’s
motivation level.
THEME 8: Precautions hospitality sector should be take and comply with protective
measures
Q8) What precautions hospitality sector should be take and
comply with protective measures against the COVID-19?
Frequency
a) Physical distancing measures 15
b) Hand cleaning 18
c) Ventilation and air conditioning 18

a) Physical distancing
measures
b) Hand cleaning c) Ventilation and air
conditioning
13.5
14
14.5
15
15.5
16
16.5
17
17.5
18
18.5
15
18 18
Interpretation: There are 15 respondents and as per their opinion that the main precautions
hospitality sector should be take and comply with protective measures against the COVID-19 is
to measure the physical distancing. It is necessary for the people to maintain physical distance so
that the chances of issues arise can be reduced. There are 18 respondents which said that hand
cleaning is most necessary precautions to comply with the COVID-19. On the basis of remaining
18 respondents that ventilation and air conditioning is necessary precaution that hospitality sector
should be taken.
THEME 9: There are combat strategy can be used by hospitality industry for the effects of
COVID-19
Q9) What are the combat strategy can be used by hospitality
industry for the effects of COVID-19 pandemic?
Frequency
a) Temperature check on continuous basis 20
b) Maintain social distancing 20
c) Proper sanitization 11

a) Temperature check on
continuous basis
b) Maintain social
distancing
c) Proper sanitization
0
5
10
15
20
25
20 20
11
Interpretation: On the basis of 20 respondents that temperature check on the continuous basis is
one of the effective strategy can be used by hospitality industry for the effects of COVID-19
pandemic. There are 20 respondents and according to them, there should be requirement to
maintain the social distancing. 11 remaining respondents are agreeing with the people
sanitization.

Qualitative basis
INTERVIEW
Q1) As per your perspective, what is that long term impact of COVID-19 on hospitality
sector?
Q2) How hospitality industry provide training to staff during COVID-19?
Q3) What are the issues faced by hospitality sector due to arisen of COVID-19 pandemic
situation?
Q4) According to you, what are the different strategies hospitality sector should be adopt
to overcome from COVID-19?
Analysis
Q1) As per your perspective, what is that long term impact of COVID-19 on hospitality
sector?
Respondent 1: As per opinion of respondents 1 that reduction in sales is the long term impact of
the COVID-19 on hospitality sector.
Respondent 2: According to respondents 2 that from COVID-19, there is loss of the customers
in hotels as they feel not to safe outside.
Respondent 3: There is 3 respondents and according to them minimization in the profitability is
the long term impact on hospitality business.
Q2) How hospitality industry provide training to staff during COVID-19?
Respondent 1: As per viewpoint of 1 respondent that video conferencing is one of the effective
training method used by the staff in COVID-19 to enhance their skills and competencies.
Respondent 2: According to 2nd respondent that e- training is effective method of training that
hotels use to train staff members without assembling them in single location.
Respondent 3: There is 3rd respondent and it is agreeing with the conferencing method.
Q3) What are the issues faced by hospitality sector due to arisen of COVID-19 pandemic
situation?
Respondent 1: As per the respondent’s opinion, it has been stated that restriction placed on the
travel through authorities led to reduce in the revenue and occupancies of hotel.
Respondent 2: According to 2nd respondents that restriction in the dine- in reduced capacity with
the social distancing guidelines.

Respondent 3: There is 3rd respondents and according to it reduction in the sales arise the major
issued faced through hospitality sector from COVID-19 pandemic.
Q4) According to you, what are the different strategies hospitality sector should be adopt to
overcome from COVID-19?
Respondent 1: As per opinion of 1 respondent that proper sanitization is one of the main
strategy hospitality sector should be used to overcome from the COVID-19.
Respondent 2: There is 2nd respondent and it said that maintain the proper social distancing is
necessary.
Respondent 3: As per the third respondents, the heating and central air must be adequate. The
drainage variable is required to prevent further spreading of the COVID-19 virus.
DISCUSSION
This part of research is based on the literature review by using the secondary method of
data collection. It provides the findings from literature review part in detailed manner.
Overall impacts of COVID-19 on the Hospitality industry
It has been analysed from literature review that Tourism sector has history of affecting by
pandemics like Spanish Flu, SARS, Ebola Virus, Swine Flu etc. All these pandemic has limited
travel for some time. In tourism sector, transport is a vector as it outbreak the chain of virus.
Tourism include an element which is movement and this speed up the spread of virus. Air travel
make the movement of people riskier as it spread the disease more speedily. The pandemic
situation makes tourist place unattractive for the people who are not ready to take risk. The
government usually take steps like social distancing, border closure, restriction on travel to stop
the spread of diseases. Guidelines are issued by World Health Organization to avoid travelling at
place where there are number of cases of pandemic. News of media also make the place
unattractive as a result people cancelled flights and reservation in hotels. Hotel industries has got
hardest hit by pandemic as there is massive cancellations of flight, tours, hotel reservation,
events etc. As a result, there is decrease in average room rate, hotel occupancy rate which lead to
decline in profit. The reason behind decline in profit is lockdowns. Social distancing and other
protocols by the government to minimize the spread of diseases. Hotel industry is facing huge
revenue loss as well as salaries, wages and other expenses. The impact of this pandemic, fear of
travel and social distancing will not go early. For this, they have to adopt some strategy to
overcome from these situations.

Figure 1: COVID-19 outbreak has jeopardized UK hospitality sector, 2021
(Source: COVID-19 outbreak has jeopardized UK hospitality sector, 2021)
The literary review has shown that in the background there have been several crises in
Britain which have had an influence on tourism industry. In 2001, the revenue from income
tourism decreased by 11.7 percent because of the safety danger posed by terrorist activities. The
inbound tourist of the United Kingdom and Manchester and London will be deeply impacted by
the COVID-19 initiative. The effect of COVID-19 on international travel is dependent on the
severity and length of the COVID-19 flu epidemic. It was forecasted that the effects of the
COVID-19 disease outbreak will decrease by around 35% in the UK's incoming tourists relative
to 2019.
Long term effects of COVID-19 on the provided sector can be
From literature review, it has been analysed that COVID-19 has created anxiety among
people. Due to lockdown restrictions, hospitality sector first experienced the worst COVID
condition. People cannot move from place to another, staying in their homes and stop for long
days this lead to decrease in their customers. Booking percentage was slow down in January.
High fall in GDP recorded in this year. Revenue not generated impacts this sector as there is no

clients for diners. Pandemic changes the lifestyles of the people. Challenges faced by this sector
is government announcement of lockdown and restriction of the delivery issues. This is lead to
shut down in the cities because of fear of health issues. Huge losses because all the booking of
hotels and restaurants were cancelled. The loss of jobs or reducing the hour estimated the sharp
fall in sales, income and fixed cost. Many companies are ready to close their hotels because they
are not capable to give the payment to their workers and payment of electricity bills. Pandemic
affected the economy in overall sector. Restaurants are facing challenges and shifting their
business to take out or to deliver food. Demand is declining greater in hospitality sector because
of the pandemic. The sector is maximizing their strategy to find faster recovery and customer
experience and loyalty. The overall impact on this sector is economic growth, life of human and
business is not measurable in the long term. Now, after lockdown hotels are occupied about 26%
across UK in October 2020. It is surveyed that support is required for opening of new hotels in
the UK. Post COVID-19 issue for the hospitality sector is health and safety of the people with
result to sanitation and hygiene in the hotel.
Combat strategy for the effects of the pandemic on the hospitality industry
From the literature review, this has been analysed that Coronavirus impact continuously
on the hospitality sector. The patterns and the business forecast need to be monitored, because as
accommodations begin to prepare for an initial revival of transport infrastructure. The approach
focuses on customer interface improvements. In this case, the disease has introduced many
variables which currently fog the hospitality opportunities; there are safeguards to ensure against
package and food pollution. As a result of this limited movement in the disease, the implications
for marketing for the hospitality industry because after epidemic must be increased. There have
been different strategies used by the hospitality sector to reduce the impact of COVID-19 such as
maintain security and safety of employee and guest, digital marketing and online transactions,
focus on the offer and package and delivery of food from restaurants. It has been analysed that
restaurants should maintain the safety of guests so that they can feel safe. The rates of food
should be flexible and hotels should permit to people to move booking their new date. To
support better control of epidemic, many of the consumers avoided to shopping for the groceries
in an individual, delivery systems for online purchases and promotion creation instead. Hotels
should use online channels better to improve customer engagement, in order to cope with the
change in the trend of consumption. Several casinos introduced online distribution and booking

food service while on an outbreak. Due to the lack of working capital support, the COVID-19
epidemic has had far more effect when hospitality sector is in operation. The hotels need to
refine their defined size or refurbish their effective appraisal and enhance efficiency to meet
customers' needs.

CONCLUSION AND RECOMMENDATIONS
Conclusion
It has been concluded from the above mention information that COVID-19 develops the
negative impact on the hospitality sector. From this, there is reduction in number of customers
and well as profit level of hotels. The luxury hotels are mainly expected to ramp up slow with
expecting that portfolio may take more than the 2 years in order to reach performance level of
year 2019. Standard operating process will have transformed to be promote increasing the
hygiene standards and adopt technology in order to support the social distancing policies. In the
literature review part, information has been collected by using the secondary sources for an
instance journal, internet sources, articles and others. The main objective of literature review is
to attain the research objectives in detailed manner and get positive research outcomes. The
research methodology is one of the main part that provided the way about collection of adopt as
well as analyse it by using the different methods. There has been research onion used by
including the different layers for an instance research philosophy, research approach, research
strategy, research choice, data collection method and sampling. Positivism philosophy has been
applied in case of present research to get a quantifiable overview from the research. It has led to
focus of the research on major facts. Deductive research method has been used that is used for
the purpose of data collection & analysis. Interview is also adopted as a method that is being
applied in the present research work for the purpose of collecting the viewpoints of respondent
by asking to them several questions to achieve the laid research outcomes. Questionnaire is
prepared to focus on use of a thematic analysis that will lead towards reaching to the right
amount of conclusions. All the collected view points of the respondents both by use of interview
and questionnaire as methods have resulted into reaching to required conclusions by drawing the
requisite number of re- compensation for various hospitality brands. Existing sources of
formation that is online available articles, journals have also assisted in having the required
information for the purpose of analysing the laid research objectiveness.
Recommendations
It can be recommended from the above made discussion that in context of hospitality
industry there is need to focus on some suitable strategies that can laid to effectively coping up
with situation. There has been a complete change in the perspectives of people. The hospitality

sector has to create a skilled workforce who possess the required amount of experience, skills
level and loyalty to work towards the organisation. There is also requirement that hospitality
brands are able to make contact with online travel agencies to properly provide all the
information in detail according to present situation so that all their customers can pre plan their
stay according to such scenario.
Also, there is difficulty an arsing for the HR department to manage and retain the
workforce at low pay rates as there has been a slight decrease in the base pay after there is
situation of no business in Lock down period. So, it is recommended that management of such
hospitality brands have to make required commitments so that employees can be provided with
right amount of assurance that they will be offered with appraisals and other non-monetary
benefit in the coming time period as soon as the conditions will become normal.
Further, it is suggested that in case any staff members or customer is developing may be
a slight symptom of COVID at work may be it is very minute. Then they must be referred for
timely mediation and not allowed to be at workplace so that infection can be prevented from
spreading very fast. The combat strategy for hospitality brands in this situation has to be to
ensure there is proper sanitization and following up of all the norms related to social distancing.
There is another recommendation related to moving towards adoption of AI and other type of
technological measures such as self-check in codes, gust mobile applications. Having gourmet
food dispenser on floor pantries, digital payment of beverages and boos, self-service room
amenities, self-monitoring gadgets are some of the effective strategies that can be used to
manage this COVID situation by hospitality brands.

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