Managing Crisis in Hospitality Sector: A Study on Hilton

This research paper discusses the importance of managing crisis in the hospitality sector, with a focus on Hilton. It covers the aim, objectives, research questions, methodology, findings, and conclusions of the study.

PROJECT BRIEF -
RESEARCH PROJECTS

Table of Contents
TOPIC..............................................................................................................................................1
INTRODUCTION...........................................................................................................................1
Aim and Objectives.....................................................................................................................1
Research Questions.....................................................................................................................1
Research Problem.......................................................................................................................2
RESEARCH METHODOLOGY.....................................................................................................2
Research design...........................................................................................................................2
Research philosophy...................................................................................................................2
Research approach......................................................................................................................2
Data collection............................................................................................................................2
Research paradigm......................................................................................................................3
Data analysis...............................................................................................................................3
TIMELINE.......................................................................................................................................3
FINDINGS AND DISCUSSION.....................................................................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................7

TOPIC
Importance of managing crisis in hospitality sector- A study on Hilton.
INTRODUCTION
Crisis management refers to the procedure through which the organizations manage
unexpected events. Especially during Covid-19, the tourism industry has been affected in drastic
manner and in order to get rid of that, companies are required to apply effective strategies in
order to assist the firms and deal with sudden negative events. Through this, the firms are able to
accomplish their goals and take competitive advantages (Fusté Forné and Hussain, 2020). Thus,
in context of Hilton which is a leading international hotel having broad portfolio of hotels and
resorts, the study will discuss over the effectiveness and reasons of managing crisis along with
benefits that the company can take. It will further illustrate all elements of research methodology
and ways in which it can assist researcher to meet the major aim of the current examination.
Aim and Objectives
Aim
The aim behind conducting this research is to identify the best strategies of managing
crisis in Hilton.
Objectives
 To evaluate the concept of crisis management.
 To discuss over causing factors of crisis in hospitality sector.
 To identify reasons of managing crisis by Hilton.
 To recommend best practices of crisis management.
Research Questions
1. What is the concept of crisis management?
2. What are the causing factors of crisis in hospitality sector?
3. What are the reasons of managing crisis by Hilton?
4. What are the appropriate crisis management practices?
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Research Problem
Conducting research is highly critical task as there are various changes such as
environmental factors are highly affects the overall examination up to great level of extend.
Some issues that arises at the time of conducting the study involves lack of availability of
resources, changes in economic factors, climatic changes, etc. These factors have the capability
to delay the submission of the whole study or project.
RESEARCH METHODOLOGY
Research design
Research design are of two types which consists of qualitative and quantitative data
(Papachristos, 2018). For the current study, researcher conducted qualitative study by collating
information in textual form for understanding all about the crisis management.
Research philosophy
It is a feeling and belief regarding data collection, analysis and evaluation. Research
philosophy has been categorized into two parts which includes interpretivism and positivism.
The current study has been utilized interpretivism philosophy for identifying what people think
and why they think this way.
Research approach
It is of two types such as inductive and deductive (Willmott, 2020). In order to finish this
investigation, inductive approach has been used as it the best suitable way to do qualitative
research.
Data collection
Data has been collected through two mediums which includes primary and secondary.
For this research, secondary data has been gathered through previous studies which has been
illustrated by researchers or scholars.
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Research paradigm
It is model that is being used to fulfil research in appropriate manner. For the recent
report, epistemology has been used which is concerned with the nature of social reality (Sileyew,
2019).
Data analysis
This study is based upon qualitative research and thus thematic analysis has been chosen
as an effective analysis tool.
TIMELINE
Activities 1 2 3 4 5 6 7
Selection
of
research
topic
Preparing
aim and
objectives
Secondary
research
for
conductin
g LR
Selection
of
research
strategy
Data
collection
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through
secondary
sources
Data
analysis
Project
modificati
ons
Final
submissio
n
FINDINGS AND DISCUSSION
After collecting data from various scholars, it has been analysed that crisis management
plays a crucial role in order to make any business successful by adopting great level of strategies
that enables them to fulfil their overall requirements. Each and every business have to face
something in context of crisis management (SEMENOVA and et.al., 2018). But the most
important part among the all is related to managing and overcoming from the critical situations
by early detecting the signs and readiness of the crisis. Due to this, various companies take risk
management as a critical factor for any kind of sustainable tourism development. For Hilton as
well, the crisis administration is acted as a significant aspect during their overall business
operations. Crisis occurs specifically during the pandemic situation i.e. at the time of Covid-19
which is highly affected by external events as well as regulations that had been imposed by
governments. During that specific point of time, the management have to create appropriate
strategies in order to get rid of such adverse conditions (Malek, Kline and DiPietro, 2018). It
basically refers to occurrence of activity which damages the operations and conduct of tourism
related business.
Moreover, the tourism and hoteliers are the ones who confronted with all of their business
related crises that has been faced by other businesses but regard to fulfil their specific
requirements, the scope of possible crisis sources are even wider. There are various other
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potential crisis that might affects the hospitality sector and even the Hilton as well which
includes natural disasters, technology, employees and management misdeeds, workplace
violence, bankruptcy, etc. It also includes various other kind of economic environmental reasons
as well (Kubickova, Kirimhan and Li, 2019).
Source: (ScienceDirect, 2022)
From the above diagram, it has been analysed that tourism management is the one who
have to face maximum number of challenges in context of crisis management and specifically
during the period of 2010 to 2020. In 2020, it is all because of the pandemic conditions. In order
to overcome from such challenges and issues, Hilton adopts various strategies which include
creation of appropriate plans which has been tailored in a manner for the betterment of the
company which includes operational as well as communication components. They highly able to
identify their crisis management teams which has been chosen in order to serve organization's
crisis through their effective communication team. This team creates and set communications
procedure for their business. In addition to this, it also requires their post crisis analysis, which is
also most critical and important activity that needs to be fulfilled by any crisis communication
teams (Farmaki and et.al., 2020). Moreover, there are few various other ways as well through
which the companies are able to get overcome from challenges that have been faced by them
especially in terms of crisis management. According to this, the employees are also required to
change their perspective along with fulfil their overall roles and responsibilities that must be
delegated to them according or by considering their talent as well as abilities to perform that
tasks. Taking quick and rapid decisions with appropriate attention and judgement are highly
required in such crucial conditions in order to make the establishment successful in all contexts.
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It also provides learning to their employees regarding learning to take risks as the moment at
which any employee detects early signs of crisis, it is significant for them to act on urgent basis
rather than avoid that situation because it might create later onwards issues. Discussions also
play a major role in order to resolve the issues on priority basis. This activity includes get
involved in team discussions, get their feedbacks, respect the workplace and review the
performances of the employees on regular and consistent basis. The employees must be
encouraged by the management to achieve their targets within the desired and stipulated time
frame. They must have complete understanding about the crisis management rather than just rely
on over the seniors for assisting all the time for taking decisions.
CONCLUSION
From the above research, it has been summarized that hospitality industry faces various
changes as well as crisis for external forces as this is the major and essential term that risk
management is not an easy procedure. It requires and need appropriate and effective plan as well
as application of strategic aspects over the basis of dissimilar analytics they provide. As per
research methodology according to which the secondary data of evaluation has been selected
due to which various previous studies enables the scholar to represent their findings in most
prominent manner. The study appropriately discuss about the concepts of crisis management,
factors causing crisis administration, reason of managing crisis situations and strategies that
helps the organizations to overcome from such kind of challenges.
In overall context, risk management research methodology enables the scholar to identify
appropriate management of risk factors along with make it clear that with the help of adopting
qualitative research method, the investigator is able to resolve various issues and get answers of
the challenges that has been faced by hospitality industry and moreover, the Hilton as well.
Hilton hotel is highly able to manage their risks in most effectual manner with the help and
utilization of varied kind of tools and techniques along with appropriate procedure belongs to
risk management through which companies are effectively able to manage their risks. It has been
done successfully by applying proper examination that certain aspects impact the performance
level over the business.
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REFERENCES
Books and Journals
Farmaki, A. and et.al., 2020. Impacts of Covid-19 on peer-to-peer accommodation platforms:
Host perceptions and responses. International journal of hospitality management, 91,
p.102663.
Fusté Forné, F. and Hussain, A., 2020. We are open: understanding crisis management of
restaurants as pandemic hits tourism. Journal of Hospitality, 2020, vol. 3, núm. 1, p. 41-
48.
Kubickova, M., Kirimhan, D. and Li, H., 2019. The impact of crises on hotel rooms' demand in
developing economies: The case of terrorist attacks of 9/11 and the global financial
crisis of 2008. Journal of Hospitality and Tourism Management, 38, pp.27-38.
Malek, K., Kline, S.F. and DiPietro, R., 2018. The impact of manager training on employee
turnover intentions. Journal of Hospitality and Tourism Insights.
Papachristos, G., 2018. A mechanism based transition research methodology: Bridging
analytical approaches. Futures, 98, pp.57-71.
SEMENOVA, L.V. and et.al., 2018. Development of a system of quantitative and qualitative
indicators for assessing the competitiveness of the hospitality industry. Revista
ESPACIOS, 39(22).
Sileyew, K.J., 2019. Research design and methodology. In Cyberspace (pp. 1-12). Rijeka:
IntechOpen.
Willmott, H., 2020. On research methodology. The Journal of Organization and Discourse, 1(1),
pp.1-4.
Online
ScienceDirect, 2022. [Online]. Available Through: <
https://www.sciencedirect.com/science/article/abs/pii/S0261517721000261>.
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