Role of Leadership in Crisis Management in Hospitality Sector: A Case Study on Hilton

Higher National Diploma in Hospitality Management
Unit 18 Research Project
RESEARCH PROPOSAL FORM
STUDENT DETAILS
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Section One : Research Title, Aim and Objectives
Research Title:
To evaluate the role of leadership in successful crisis management in hospitality sector-
A cases study on Hilton.
Research Aim(What do you wish to find out or achieve?) :
The aim of conducting this current investigation is to analyse the role of leadership in
successful crisis management in Hilton.
Research Objectives (How do you want to achieve this aim. At least three/four
objectives).
To achieve this aim, the following objectives have been proposed.
i. To develop an understanding about the successful crisis management.
ii. To assess best practices of leadership in hospitality industry.
iii. To investigate the relationship between leadership and successful crisis
management.
iv. To be able to recommend better strategies of leadership for effective crisis
Unit 18 Research Project Proposal–Spring 2022

management in Hilton.
Research Questions (convert each objective above into a research question)
i. What is the concept of successful crisis management?
ii. What are the best practices of leadership in hospitality industry?
iii. What is the relationship between leadership and successful crisis
management?
iv. What are the best strategies of leadership for crisis management?
Section Two: Research Rationale and Scope
Rationale/Justification for the Topic: this should briefly cover the following three
areas.
Effective role of leadership into the successful crisis management in Hilton as with
this report, the company will able to evaluate things that require certain required
modifications if necessary in order to run their business in better ways as well as for
better customer satisfaction.
i- The reason behind choosing this specific topic is that the investigation over
the role of leadership for effective crisis management into hospitality
industry requires huge amount of consideration as it is necessary to explore
such things for the future betterment of the company as well as the whole
industry. Moreover, this topic involves my personal interests as well as in
Unit 18 Research Project Proposal–Spring 2022

future career terms, I want to become a successful leader.
ii- The gap identified in the literature is that in previously published material,
the literature review covered the topics that are only based upon the crisis
management rather than role of leadership into resolving the issues that
arises due to certain critical situation and requires urgent administration.
iii- Practical benefits of the study is related to providing appropriate
information and knowledge about the role of leadership in order to make
successful and effective crisis management system within Hilton and assist
their employees to respond accordingly fopr better outcomes.
Research Scope: this should briefly cover the following.
i. In terms of geographical area, the study will include collection of information
of Hilton, United Kingdom. The reason will extremely focus with elaborating
the aspects and role of leadership in order to get effectual crisis management in
the hotel sector (Nicolaides, 2019). In addition to this, the study will also include
concepts related to crisis management along with their reasons.
ii. The employees of the Hilton hotel are the major target group over which the
study will be highly focused.
iii. Themes have been prepared which are based upon the illustrating the aspects
of successful crisis management, best practices of leadership in hospitality
sector, relationship between leadership and effective crisis management and at
last best strategies of leadership for effectual crisis management.
Section three : Preliminary Literature Review
Unit 18 Research Project Proposal–Spring 2022

The Literature Review, at this stage of the research process, does not have to be
critical literature review but each reviewed source should cover the following
Theme 1: The concept of successful crisis management.
According to Ritchie and Jiang, (2019), successful crisis management refers to
assessment of risks that are involved into the business operations have been
eliminated with the help of adopting appropriate plan development related to
crisis management. Another aspects illustrate to deal with the crisis as a team,
respond quickly, monitor them effectively and keeping ahead about the story
due to which the crisis arises. Thus, with the help of preparedness, fact based
approach and effectiveness of stakeholders communications. This, however
elaborated as successful crisis management.
Theme 2: Best practices of leadership in hospitality industry.
As per the views of Karam, (2018) the major and foremost goal of in hospitality
leadership is meeting and exceeding the requirements of guests. Business
leaders are the ones who put great level of emphasis over the value of
exceptional consumer service in order to achieve guest satisfaction, repeat
business and excellent word of mouth advertisement with the help of social
media and review sites having specific features.
Theme 3: Relationship between leadership and successful crisis management.
Kukanja, Planinc and Sikošek, (2020) states that leadership is an activity that is
being performed by leaders who are primary people that are able to feel the
early signs related to crisis along with warn the employees against the negative
consequences related to the crisis that arises into the business operations. It is
their foremost duty to take precautionary measures in order to avoid any
emergency situations. Leaders are often the front face of the establishment
hence, plays an important role in managing crisis situations. They are also
tasked in order to make public comments and fronting other users regarding
Unit 18 Research Project Proposal–Spring 2022