The Importance of Managing Crisis in the Hospitality Sector: A Study on The Edinburgh Grand

This research project investigates the importance of managing crisis in the hospitality sector, with a focus on The Edinburgh Grand. It explores the challenges faced by the industry during the Covid-19 pandemic and recommends better crisis management strategies.

Research Project
(The aim of this project is to investigate/explore/study The
importance of managing crisis in the hospitality sector: A
study on The Edinburgh Grand)

Table of Contents
Research Project...............................................................................................................................2
(The aim of this project is to investigate/explore/study The importance of managing crisis in the
hospitality sector: A study on The Edinburgh Grand).....................................................................2
Abstract............................................................................................................................................6
Acknowledgement ..........................................................................................................................7
Tittle: The aim of this project is to investigate/explore/study The importance of managing crisis
in the hospitality sector: A study on The Edinburgh Grand............................................................8
Chapter-1 Introduction ....................................................................................................................8
Chapter 2: Critical Literature Review ...........................................................................................10
Chapter 3-Research Methodology ................................................................................................13
Chapter-4 Analysis and Findings...................................................................................................15
Interpretations: .....................................................................................................................16
References .....................................................................................................................................26
APPENDICES Questionnaire........................................................................................................28

Abstract
The major goal of this study is to understand more about the function of crisis management in
the hospitality industry. It can be seen that there are various challenges which are faced by the
company during the time of Covid-19. This study also discusses the obstacles that the hotel
industry experienced during the Covid 19 pandemic crises. Moreover, to look into the
significance of crisis management in the company and to be able to recommend better crisis
management measures during the Covid 19 pandemic.

Acknowledgement
I'm grateful I was able to commit enough time and effort to perform a thorough investigation.
But it would not have been possible without my professor's and supervisor's help and support.
My supervisor aided me in determining the study's topic, purpose, and goals. objectives in order
for me to collect the necessary data. My lecturer has helped me improve my writing skills so that
I may undertake a legitimate research project. My family and friends have inspired me to keep
going with my studies, and I owe them a debt of gratitude.

Title: The aim of this project is to investigate/explore/study The importance of managing
crisis in the hospitality sector: A study on The Edinburgh Grand
Chapter-1 Introduction
The current study focuses on the hospitality industry's crisis management and This problem is
linked to the Covid-19 pandemic because it is vital to handle the crisis because if it is not, it can
result in significant losses for enterprises as well as a negative reputation in the marketplace. As
a result, the current Research report's goal is to emphasize the importance of handling the
hospitality sector's issue (Zartman, 2020). The Edinburg Grand Hotel, based in the United
Kingdom, was chosen as the recipient of the award. The following discussion's goals include
identifying the obstacles that the hotel industry experienced during the covid-19 pandemic issue.
Other goals include investigating the hotel's crisis management processes and determining the
importance of crisis management. The last section is the advice, which includes a proper
conclusion (Wut, Xu and Wong, 2021).
Research Aim:The aim of this project is to investigate/explore/study The importance of
managing crisis in the hospitality sector: A study on The Edinburgh Grand.
Research Objectives:
 To identify the challenges faced by hospitality sector during Covid 19 pandemic
crises
 To assess the current practices adopted by The Edinburgh Grand while managing the
crises of Covid 19 pandemic
 To investigate the importance of managing crises to The Edinburgh Grand
 To be able to recommend better strategies for managing the crises at the time of
Covid 19 pandemic
Research Questions:
1. What are the challenges faced by hospitality sector during Covid 19 pandemic crises?
2. What are the current practices adopted by The Edinburgh Grand while managing the
crises of covid 19 pandemic?
3. What is the importance of managing crises to The Edinburgh Grand?
4. What can be the recommendation for better strategies for managing the crises at the time
of Covid 19 pandemic?
Research Rationale:

The primary motive for undertaking this study is to learn more about the hotel industry in order
to identify the that it will confront if a Covid 19 pandemic occurs. The primary purpose of this
study is to see how the global pandemic has affected workplace activities as a result of the
Covid-19 epidemic. Most businesses have effectively adapted and accepted remote working to
boost their employees' and organisations' productivity and effectiveness. In addition, I chose this
topic because I am particularly interested in learning more about the hospitality industry. Covid-
19 is the current scenario and a popular topic on which research and action can be successful and
bring solutions to the company ( Broshi-Chen and Mansfeld, 2021). I've learned new skills, such
as research and communication, and I've put my previous skills, such as problem-solving and
time management, to good use. I discovered the gaps in the literature, which are in terms of data
gathering methods and the authentication of the information provided in the Research report.
This research report is beneficial to both the investigator and the organisation that is conducting
the investigation. This can aid in the development of various solutions to the crisis's management
(Wolbers and Boersma, 2018).
Research Significance: The study's findings will be applied to the role and importance of crisis
management in the company of choice. As a result, organisations that use such tactics to improve
their performance (Berbekova, Uysal and Assaf, 2021).

Chapter 2: Critical Literature Review
Challenges faced by hospitality sector during Covid 19 pandemic crises
According to Liu and et.al., during the Covid-19 pandemic crisis, the hospitality industry
has a number of issues. Reduced sales and revenue are one of the issues, implying that less
individuals prefer hospitality services in the Covid-19 era than in the pre-covid-19 era. This is
due to the fact that the majority of people are becoming more health conscious and are hesitant to
use outside services. As a result, the hospitality industry has seen a drop in sales and revenue. As
a result of Covid-19, numerous business consequences are being implemented in order to
improve performance, as the pandemic has caused the entire market to be disrupted. Covid-19
was a difficult occurrence for most people because it changed their entire lives, and the
management had to suffer as a result. They will suffer in a variety of ways as a result of the post-
COVID business climate (Dai,, Duan and Zhang, 2020). As a result, the company's leaders are
expecting more from the transformation initiatives in order to improve and speed up the
company's operations. Furthermore, the corporation can gather knowledge and other business
resources, which would tend to create numerous prospects (Wilk-Jakubowski, Harabin and
Ivanov, 2022).
According to Hahang, Bayraktar, and Jiménez (2022), the pandemic has resulted in a
lockdown, with clients unable to use the hospitality sector's services. Even consumers who are
prepared to pay for hospitality services are unable to do so due to a global lockdown policy that
will last several months. The hospitality industry has also suffered a human resource
management difficulty as a result of high turnover and low employee morale. As can be
observed, implementing digital transformation is difficult owing to a lack of effective strategy
and changing client needs. In addition, the company's crew is lacking in professionals. Modern
organisations are leaving no stone unturned in their quest to benefit the firm and generate
revenue (Uitdewilligen and Waller, 2018).
Current practices adopted by The Edinburgh Grand while managing the crises of covid 19
pandemic
According to Evans and Farrell, (2022) the hotel has a number of existing practises in
place to deal with the pandemic of Covid-19. For example, the hotel has found that sales and
income creation have been declining in recent months. They are well aware of Covid-19's current

condition, which is uncontrolled due to the external business environment, and no one can do
anything to ameliorate the situation.
According to Succar, Beaver and Lee, (2022) as a result, the hotel has opted to adopt
Covid-19 to transform their business model and tactics in order to retain their finances and turn
their human resource management into strategic human resource management. By simply
installing new technologies in their hotel, they were able to adjust their decision-making
procedures and data analysis in order to improve customer experiences (Deverell, Alvinius and
Hede, 2019).
Importance of managing crises to The Edinburgh Grand
According to Kristen Baker, it is critical to effectively and efficiently handle the hotel's
crisis by using effective and efficient operations and human resource management techniques so
that productivity may be maximised during the crisis. The relevance of managing the crisis stems
from the fact that it can assist the hotel in increasing productivity and increasing sales and
revenue. Covid-19 has changed the way people do business and turned the world on its head.
Furthermore, it has a negative impact on everyone's careers, health, and well-being, as well as
their families (Fung, Tsui and Hon, 2020). There are a number of steps that must be taken in
order to lessen the impact of a pandemic. Along with it, people's lives were disrupted by the
lockdown, and the Covid-19 pandemic has necessitated the implementation of due to social
distancing conventions and state-wide lockdowns, digital technology is not widely used. People
and businesses all across the world have had to adjust to new work and lifestyle trends (Tsuda,
Olasky and Jones, 2021).
According Brien Posey and Ivy Wigmore, furthermore, they can improve employee
morale and push their employees to perform harder and smarter at the same time. This has the
potential to reduce employee turnover while also increasing sales turnover. Furthermore, it can
lead to increased innovation and creativity within the company, allowing the company's unique
selling offer to be more effective in the marketplace. As a result, crisis management is critical for
the hotel. Digitalisation is becoming increasingly important in firm work cultures, and there are a
variety of approaches that may be employed to improve the company's overall performance. .
Because transformational activities at work are not a new notion, all businesses are embracing
this approach to transform all of their services or operations. It's also worth mentioning that

successful digital transformation is no longer exclusively the responsibility of IT; rather, it
demands a culture shift throughout the organisation. (Shaw, 2018).
Recommend better strategies for managing the crises at the time of Covid 19 pandemic
According to Falco Weidemeyer, it is suggested that the hotel implement some of the
most effective during the Covid-19 pandemic, crisis management measures were used. Adoption
of various operation management approaches such as total quality management and just in time
management, as well as inventory management using six sigma, are among the
recommendations. With the spread of the pandemic, all areas were affected, and digital
transformation is said to be complicated since it entails a variety of strategies, technology, and
software that help businesses manage their transformative efforts (Gross, 2019). The application
of diverse digital tools and procedures helps the organisation to redesign the potential through
digital transformation. It is the incorporation of digital technology into all aspects of a company's
operations. According to Kathleen E. Allen, it is suggested that the complete focus be on
employee management and engagement as well, in order to maintain a proper communication
flow and a higher level of contact between employers and employees. This aids in the
maintenance of a positive working atmosphere as well as diversity management. The global
response to COVID-19 has prompted the employer's most rapid shift. They have progressed
from digitising a company's connection with its customers to digitising an employee's agreement
with their employer. Those who choose to tolerate will be left behind, putting their employees at
danger of layoffs and closures. Individual and societal welfare, quick reskilling, transforming
leadership and management competencies, developing a culture of trust, transparency, and
openness, and working together are all examples of improvements that can support
transformative endeavours.

Chapter 3-Research Methodology
It is the procedure by which researchers to provide credible knowledge about a subject, gather
data from a number of sources. This section of the research is critical since it assists the
researcher in acquiring and analysing accurate and trustworthy facts on the research topic or
study. This also aids the researcher in answering two key questions: which strategy is best and
how will it benefit the researcher in performing the study (Seba and et.al., 2019).
Research Approach
The research strategy is a set of strategies used by the researcher to generate data generate
hypotheses from which useful conclusions can be drawn about the subject. This strategy can be
divided into two types: inductive and deductive. The full inquiry in this study was carried out
using a logical method by the researcher. This strategy aids the researcher in aligning the study
question quantitatively in order to acquire reliable results. For the current study the deductive
research method was applied (Saroj and Pal, 2020).
Research Philosophy
A research philosophy is a collection of current concepts that are used to guide future research in
order to gain a comprehensive grasp of a subject. There are essentially two types of ideologies in
this field: positivism and interpretivism. The positivist research theory is used by the researcher
in this study since it allows for the collecting of quantifiable data on the issue (Saide and Sheng,
2021). The key benefit of this method is that it makes collecting reliable and useful data easier
for the researcher.
Research Strategy
This is a technique that helps a researcher collect and analyse data more efficiently. Surveys,
focus groups, observation, systematic literature reviews, experimental studies, and many more
research methods are available. In this case, the researcher employed the survey method to
successfully complete the research. This makes collecting numerical data and meeting the study's
objectives easy for the investigator (Pearson and Mitroff, 2019).
Research Choice
This is the method by which the researcher collects and analyses data in an effective
manner Quantitative and qualitative research procedures are the two sorts of methodologies
available. The mono method in the form of quantitative data analysis was chosen as the research

approach. Because it is simple to compute, this technique assists the researcher in gaining in-
depth understanding about the subject and digesting numerical data more quickly.
Data Collection
The process of collecting high-quality data in a more dependable and efficient manner is known
as data collection (Kwok and et.al.,2021). There are two types of approaches in this area: main
and secondary procedures. In the current situation, the researcher has conducted the research
using the methodology because they aid in the collection of data from reliable sources. This
strategy aids the researcher in obtaining precise and thorough information from credible sources
regarding the subject.
Time Horizon
In order to perform the research in a methodical manner, it requires a lot of time. Cross-sectional
and longitudinal time frames are the two types of time horizons. In this study, the researcher used
a temporal horizon that is cross-sectional. This strategy is the most cost-effective, and it assists
the researcher in acquiring precise and timely information. Also, it is the short-term
investigation.
Sampling
Sampling is the practise of picking human responses in order to learn more about them for the
researcher to obtain reliable data. Probability and non-probability methods are the two types of
approaches. In this study, the researcher used the probability technique to collect data from a
wide demographic group. Using a random sampling strategy, the researcher gets data from the
following respondents in this method. The survey will be conducted with a total of 50
participants. The participants will be given a questionnaire to fill out, which will feature a series
of questions with multiple choice answers. Non-probability sampling, on the other hand, engages
in research with non-random groups, which is why it will not be researched (Lægreid and
Rykkja, 2019).

Chapter-4 Analysis and Findings
QUESTIONNAIRE Frequencies
Name:
Employee ID:
Gender:
Q1. Do you aware about the concept of Crisis Management? Frequency
(a) Yes 40
(b) No 10
Q2. What are the current approaches available to the hospitality
industry?
Frequency
(a) Safety and Hygiene 15
(b) Contactless payments 15
(c)Voice Search 20
Q3. What are the challenges that can be faced by The Edinburgh
Grand in context of manage crisis?
Frequency
(a) Communication 10
(b)Working environment 40
Q.3. What are the elements considered by The Edinburgh Grand
while managing the crisis in their organisation?
Frequency
(a) Poor Planning 20
(b) Import taxes 10
(c) Outdated Practises 20
Q5. What is the role of workplace transformation for The Edinburgh
Grand in terms of dealing with the impact of COVID-19?
Frequency
(a) For increasing employee morale 1
(b)For empowering employee efficiency 4
(c)For establishing better communication 30
Q6. What are the benefits of managing the crisis during Covid-19? Frequency

(a) Better Productivity 30
(b) Achieve job satisfaction 5
(c) High Revenue 5
(d)Develop greater self-confidence 10
Q7. As per your view, is The Edinburgh Grand able to deal with crisis
situation and the organisational activities?
Frequency
(a)Yes 40
(b) No 10

Interpretations:
Table 1: The concept of Crisis Management
Q1. Do you aware about the concept of Crisis Management? Frequency
(a) Yes 40
(b) No 10
(a) Yes (b) No
0
5
10
15
20
25
30
35
40
40
10
Interpretation:
From the above graphical representation, it is being identified that out of 50
respondents,40 people are aware about the concept of crisis management and 10 people are not
aware about it.
Table 2: The current approaches available to the hospitality industry
Q2. What are the current approaches available to the hospitality
industry?
Frequency
(a) Safety and Hygiene 15
(b) Contactless payments 15
(c)Voice Search 20

(a) Safety and Hygiene (b) Contactless payments (c)Voice Search
0
2
4
6
8
10
12
14
16
18
20
15 15
20
Interpretation: From the above analysis it can be said that there are various approaches which
are seen in the hospitality industry. Such as related to the safety and hygiene, Contactless
payments and many others. Out of 50 respondents, 15 said
Table 3: The challenges that can be faced by The Edinburgh Grand in context of manage
crisis
Q3.What are the challenges that can be faced by The Edinburgh
Grand in context of manage crisis ?
Frequency
(a) Communication 10
(b)Working environment 40

(a) Communication (b)Working environment
0
5
10
15
20
25
30
35
40
10
40
Interpretation: As there are different number of challenges or issues faced by the chosen
company while dealing with crisis management. Out of 50 respondents, 40 said working
environment is the main issue while some of them said communication is the main reason.
Table 4: The elements considered by The Edinburgh Grand while managing the crisis in their
organisation
Q.4. What are the elements considered by The Edinburgh Grand
while managing the crisis in their organisation?
Frequency
(a) Poor Planning 20
(b) Import taxes 10
(c) Outdated Practises 20
(a) Poor Planning (b) Import taxes (c) Outdated Practises
0
2
4
6
8
10
12
14
16
18
20
20
10
20

Interpretation: From the above analysis it can be said that there are various elements which are
involved in the process of managing the situation of crisis. That is why, most of the participants
choose poor planning and outdated practises.
Table 5: The role of workplace transformation for The Edinburgh Grand in terms of dealing
with the impact of COVID-19
Q5.What is the role of workplace transformation for The Edinburgh
Grand in terms of dealing with the impact of COVID-19?
Frequency
(a) For increasing employee morale 1
(b)For empowering employee efficiency 4
(c)For establishing better communication 30
(a) For increasing employee morale
(b)For empowering employee efficiency
(c)For establishing better communication
0
5
10
15
20
25
30
1
4
30
Interpretation: From the above interpretation, it can be analysed that between 50 representatives,
majority of people choose the option better communication. While some of them said employee
efficiency and employee morale. As it can be seen that digital transformation is one of the
growing trend in the last few years.
Table 6: The benefits of managing the crisis during Covid-19
Q6. What are the benefits of managing the crisis during Covid-19? Frequency
(a) Better Productivity 30
(b) Achieve job satisfaction 5
(c) High Revenue 5
(d)Develop greater self-confidence 10

(a) Better Productivity
(b) Achieve job satisfaction
(c) High Revenue
(d)Develop greater self-confidence
0
5
10
15
20
25
30
30
5 5
10
Interpretation: It can be summarised that among 50 respondents, majority of people that is 30
went for better productivity as the main benefit of managing the crisis during Covid-19. While
few of them choose the option job satisfaction and few said high revenue.
Table 7: The Edinburgh Grand able to deal with crisis situation and the organisational
activities
Q7. As per your view, is The Edinburgh Grand able to deal with crisis
situation and the organisational activities?
Frequency
(a)Yes 40
(b) No 10

(a)Yes (b) No
0
5
10
15
20
25
30
35
40
40
10
Interpretation: As per the described data, it can be concluded that among 50 responders, 40
responders choose yes while the rest of the respondents that is 10 said no. As the chosen
company makes use of various strategies in order to get rid of the negative event.

Chapter 5: A Critical Appraisal, Recommendations & Suggestions for Further Work
As a result of the Pandemic's economic impact, several businesses have reduced their plans,
personnel numbers, and expenditures. Some preventive activities that the company could do to
improve its transformational strategy performance are as follows-
 To implement digitalisation, the chosen organisation must guarantee that leaders are more
strategic and competent when delegating work to others, and that the appropriate
responsibilities are assigned to the appropriate people at the appropriate levels. A crisis
management team should be appointed so that they will be able to access the issue and
implement the plan as per the situation. That is why the must communicate with each
other in an proper manner so that various things and plans can be discussed.
 Along with it, it is must to have a communication plan so that the rules are clear enough
during the time of emergency. It must comprises of the guidelines in relation to the crisis
and with the duties of the teams. A strong leadership will also be required so that the
strong value and corporate culture can be made while planning for crisis initiative.
 In addition to this, a proper crisis management plan will be essential to manage the
financial and public relations from the various point of view and the plans.
 They should also promote flexibility and constructive criticism in order to overcome
barriers over time. Such tips will help the company manage human resources successfully
and efficiently at work. It will also help leaders connect with their teams and acquire
respect from others, both of which will benefit the organisation and its employees
immediately.
 Inside the team, management should use a facilitative coaching approach to encourage
employees to do new things and experiment with new ideas that will help them grow as
people. As a result of these discoveries, the organization will be able to increase
individual team performance, and people will be able to achieve personal as well as long-
term goals.
 Employees are considered to be the main part of the company that is why they are
properly trained with the aim of engaging in the daily activities. In addition, the
employees should receive proper training and must be familiar with crisis management so
that they will be face such dangerous issues in the market.

 Another recommendation is to focus and target on the core values and the mission during
the time of crisis. It is also necessary to be more organised as a team during the time of
crisis as it may tend to lose the chances of lose customers.
 A crisis management plan is defined as a living document that requires to be
reviewed on a day-to-day basis for possible updates and changes. This will help in
managing the risk management and strategic planning to bring more success in the
company.
 The employees must know about the expected and unexpected change that can
take place during the time of crisis as it can be dangerous situation for the
company as a whole. This can also affect the overall development of the company
in the market.
 As there are various issues that take place during the time of any crisis related situation
then they must deal with one problem at a time. That is why they must list out the
problem and focus on it especially in order to move on to the next issue.
 As it can be said that the company’s brand is directly related to dependent on
timely communications with the both internal and external stakeholders.

Chapter 6: Conclusion
According to the findings of the study, crisis management is a vital action and activity
that aids organisations in obtaining growth, opportunity, and development. It aids in the
achievement of the declared objectives and goals of the company. Workers can also
communicate with one another, resulting in positive workplace connections. In the instance of
the chosen company, digitalization could be used to help it expand and strengthen its business in
a competitive market. As a result, the expectations and needs of clients will be met and the
company will have a clear image of future operations. The organization needs to decrease the
risk of misunderstanding while major decisions are taken, which can be addressed through the
employment of transformational tactics.

Chapter 7: Own Performance Reflection on the Research Process
After doing this research, I was able to expand my knowledge in the areas of technical skills,
interpersonal skills, and critical thinking abilities. As a result, I have increased confidence in my
ability to execute the curriculum's tasks. Because of my communication skills, I was able to
communicate and clarify my message in a way that the other members could understand.
Another talent I gained from this research is my problem-solving ability, which enables me to
deal with a wide range of situations and hurdles to find the best answers. With the help of self-
analysis, I was also able to assess the many talents that I acquired during my studies. In terms of
collaboration, I learned to work well in groups in order to reach goals. I realized how important it
was to work as part of a team and to follow the directives of my superiors. With the help of
various chapters in the research, I got new ideas to collect various ideas in order to discuss the
initial questions. I'll also go over the techniques for gathering and analysing the data. Along with
it, one of my interests was to look beyond the information available on the internet and see how
it was actually used.

References
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APPENDICES Questionnaire
QUESTIONNAIRE Frequencies
Name:
Employee ID:
Gender:
Q1. Do you aware about the concept of Crisis Management? Frequency
(a) Yes 40
(b) No 10
Q2. What are the current approaches available to the hospitality
industry?
Frequency
(a) Safety and Hygiene 15
(b) Contactless payments 15
(c)Voice Search 20
Q3.What are the challenges that can be faced by The Edinburgh
Grand in context of manage crisis ?
Frequency
(a) Communication 10
(b)Working environment 40
Q.3. What are the elements considered by The Edinburgh Grand
while managing the crisis in their organisation?
Frequency
(a) Poor Planning 20
(b) Import taxes 10
(c) Outdated Practises 20
Q5.What is the role of workplace transformation for The Edinburgh
Grand in terms of dealing with the impact of COVID-19?
Frequency
(a) For increasing employee morale 1
(b)For empowering employee efficiency 4
(c)For establishing better communication 30
Q6. What are the benefits of managing the crisis during Covid-19? Frequency

(a) Better Productivity 30
(b) Achieve job satisfaction 5
(c) High Revenue 5
(d)Develop greater self-confidence 10
Q7. As per your view, is The Edinburgh Grand able to deal with
crisis situation and the organisational activities?
Frequency
(a)Yes 40
(b) No 10