Managing Quarantine Issues in the Hospitality Sector: Challenges and Solutions

This article discusses the challenges faced by the hospitality sector in managing quarantine issues during the COVID-19 pandemic and proposes solutions to address them. It also includes stakeholder analysis and the current state of the industry.

Analysing the modern business

Table of Contents
Perform analysis to Identify Current State.............................................................................3
Perform Elicitation to Identify and Document Stakeholders and Requirements...................7
Propose a change/solution that addresses the identified issue / requirements (Design
Definition)..............................................................................................................................7
Analyse Potential Value and Recommend One Solution.......................................................9

Perform analysis to Identify Current State
The hospitality sector is a major sector which consists of hotels, motels and restaurants in itself.
In the time of Covid-19 whole country's hospitality sector was affected so it is compulsory for
the companies in hospitality to take appropriate measures. The quarantine issues which arises at
the market are essential to be eliminated by many hotels in order to support country in the tough
time related to Covid- 19. The major quarantine issue was a challenge for Crown Tower hotel.
The hotel hired professional strategic management to deal with problem of quarantine in order to
facilitate different customers as well as to support country (Aleri and Laurence, 2020). The
business organisations in hospitality sector was also supported by organisational laws and
policies that are related to precise development of the organisations. In the hotel industry the
issues related to treatment of Covid patients was major challenge in order to grow at marketplace
with stability. Many hotels in Australia took support of major hospitals in order to arrange
appropriate medical facilities for the patients in a quick manner. Crown Towers did an immense
contribution to quarantine operations in a perfect manner by following all the rules and
regulations in a systematic manner. Most of the companies in international market related to
hospitality sector also prepared a management models in order to manage staff with utmost care
responsibilities ( Beck and Hensher, 2021). It is essential for the hotels to implement appropriate
approaches that are beneficial in eliminating risk associated with major operations of the
business. The quarantine issues mainly happened in managing patients who were really having
infection. It was the major responsibility of management of the hotel to provide best medical
facilities to people who were having infection and Crown Towers hotel arranged major
operations for the management in order to compete with other hotels. In the ranking system
related to management of quarantine situation Crown Tower hotel gained the topmost position.
In order to provide healthy practices and medical benefits to customers the hotel also managed
professional doctors at affordable cost. In order to gain a distinct position in the business
environment, Crown Tower also took advice of top level management. Quarantine issues arise in
hospitality organisation as it is one of industry which is majorly impacted with covid-19. In this
situation, Government of Australia put restriction over travelling but later on they provide some
relief to people (Coddington, 2019). In this, they made regulation of quarantine in which
travellers needs to quarantine at least for 14 to 15 days in hotels of Australia. Main goal behind
this is to protect citizen of country from spread of diseases. But it creates different issues in

hospitality organisation as it increased risk of spread of disease among staff of Crown Tower
Hotel. It creates impact on business as it increased risk for hotel and their staff and poor
management of risk can also result in negative image of company in minds of customers.
Aims and objectives of organisation:
In this, aim and objectives of Crown Tower is to avoid spread of diseases during quarantine
issues which helps them to maintain smooth flow of operation of company. They also need to
ensure protection of their employees from traveller as they are not aware of status of them related
to covid-19.
They are also aiming to get this situation as opportunity as it helps them to bring more and more
traveller to their organisation which allow them to increase profit and sales of company. It also
builds positive image of organisation in minds of customers (Coppel, 2020). Company is also
aims to fulfil needs of travellers as they came to spend their holiday and wants relax and peace.
In this, managers of Crown Tower needs to ensure availability of different medicine and other
treatment of patients. They also need to provide proper precaution to guest which is good for
both guest as well as their staff.
The pandemic has put pressure on a government whose vaccination program is one of the
slowest among developed countries, and it has once again raised doubts about the hotel isolation
regime instituted at the start of the pandemic for overseas travelers. The demand that each new
entrant spend 14 days in complete isolation has not worked out, despite the fact that it has helped
control the illness. About 30,000 Australians have been banned from coming home, while others
have been prevented from visiting family in other countries. The hotel quarantine program,
according to Prime Minister Scott Morrison, is "99.9% effective." However, there have been at
least 21 distinct leaks from various hotels, resulting in many closures.
To provide training to staff members as it is responsibility of managers to provide proper training
and development which helps them to learn and be prepared for situation. It makes them able to
prepare to situation like covid-19 and make them able to how to handle guest. This training
involves how to take precaution and ensure availability of different things by guest.
To create hygienic environment which is free from viruses that helps to protect guest from
disease like covid-19 (Dominiak and Mapson, 2017). It provides opportunity to hotel like Crown
Tower Hotel to attract more and more guest in their organisation. It provides safe environment to

guest and laps protect them from other different diseases. It enhances experience of guest which
is important for success and
Quarantine system in Australia in covid 19
Australian government announced lock down in the cities of Australia in covid 19 on
march 20 and extended till end of August. Australia closed its international borders except those
who are permanent resident of Australia. If a person is returned home from other country or may
have been contact with covid 19 person for them quarantine system is applied they must have
stay quarantine for 14 days in hotels of Australia in respect to stop the spreading of virus.
Quarantine means is when an person is well but may have to contact with covid 19 person have
to stay in their room or hotel room except in case of emergency or to obtaining essential medical
facilities for minimum 14 days (Durant and Faunce, 2018). Quarantine person is not allowed to
go public places including work and shops. If this happen they must have to isolate to stop the
chain of corona virus. If the person is well after 14 days of quarantine, then it is clear that he is
not get close to the covid 19 person. Public health authority give permission when a person can
leave quarantine. If a person has symptoms of covid 19 during quarantine, then they must need to
take covid 19 test. In some areas, quarantine person must need to take test even if they do not
have any symptoms because no symptoms person also gets positive. If a person need food and
medical facilities, they can ask help from their family members or their friends they left food or
medicine outside of their room door. If a person is cleared to live quarantine they must have to
follow rules and restrictions that apply to the community of the country. The person has to take
continue practise of good hygiene and physical distancing.
If a person is living with other people while in quarantine they must follow some direction like
stay in their own room, use separate bathroom, stay at least 1.5 meters away from others , avoid
common areas and always wear mask when moving from those areas, avoid to share household
items, clean frequently, especially those things that people touch often ally like door handles,
wear mask always when in same room as others, does not share room with other people,
especially with those people who have risk of several disease, practising good hygiene and
always cover when coughs and sneezes in order to stop the spreading of virus.
Challenges faced by hotel management in managing guests at COVID period

It is very Challenging for the hotels of Australia to manage hotels in quarantine system.
Quarantine system in hotels have very risky components. Risk in environment always be present
in all cases like arrivals, clearances and screening the hotels (Evans and Grattan, 2021). While
the system risk is also present when there are failures in management, assurance structure
protocols and accountability. All the staffs of the hotels have to follow some basic rules to get
protection from covid 19 includes hand hygiene, physical distancing, avoid to touch nose, eyes
and mouth, use fabric or medical masks, staying isolated at home when feels any system of covid
19.
Challenging for management team
Management staff of the hotel have to make effective strategies to control the pandemic situation
in hotels in covid 19. Management staff should develop action plan in order to control the
situation and implement the plan in accordance to the government recommendation to prevent
from covid 19. Management staff should also support and develop the collaboration with the
health authority of the country.
Challenges for reception staff
Reception staff of the hotel must to work with basic protective measures and take precaution and
follow physical distancing against covid 19 and always wear masks (Fisher, 2020). Receptions
staff should be informed and regularly updated about policies and protocols, preventive
measures, so they can inform to the guests. They should be known about medical and pharmacy
services so they inform guests when they require. They will provide advice to the guests about
symptoms of covid 19 so they can have isolated in their rooms and call health authority so they
come to take their tests.
Challenges for technical and maintenance services
Consumption of water is to be maintained with in a limits of according to the nations norms and
standards as disinfectant in water be concentrated. Dishwashing and laundry equipment should
be checked to ensure from cleaning and disinfecting chemicals (Hutchings, 2018). Ventilation
plays an important part to get prevention from spreading of covid 19 virus so the ventilation
facilities of hotels should be in a good manner. Management of hotels should take consultation
from professional regarding heating, ventilation and air conditioning of the rooms.
Managing Restaurants, breakfast, and dining rooms and bars

Restaurants, breakfast and dining rooms and bars should be managing by the staff by taking
proper precautions and with basic protective measures against covid 19 by including physical
distancing and hand hygiene. Hotel staff should follow WHO guidelines for food businesses on
food safety. Staffs of Restaurant, breakfasts and dining room should follow regular hygiene
practices like frequent hand washing, respiratory hygiene, frequent cleaning of work surfaces and
touch points for stopping spreading of infection ( Ikediashi and Bjeirmi, 2019).
Challenges for cleaning and housekeeping staff
Cleaning and housekeeping staff has a direct contraction with guests because they clean rooms
and do other housekeeping work so the management should be ensuring that they must follow
basic protective measures and precautions against covid 19. They should proper clean those areas
which are frequently touched like handles, switches, handrails, elevators buttons, doorknobs, and
dispensers in order to stop spreading of virus of covid 19 from one to many (Klein, 2020).
Perform Elicitation to Identify and Document Stakeholders and Requirements
Stakeholder in hotel industry are owners, international hotel operators, white label
management companies, architects, local authorities, etc. In context of COVID situation, it is
seen that stakeholder analysis is needed for evaluating the position of present status of hotel.
The organisation is having stakeholders which provide ability for evaluating risk properly. This
analysis helps to manage and maintain the effectiveness of stakeholders within an organization is
needed for managing the working efficiency properly.
•Keep satisfied- This hotel consists of various elements which are having low interest and high
power in the decisions and they are helping them in improving the performance. They will have
the interest in the factors that are analysing the impact on the organisation (Longhurst, 2018).
For example, the external factors will have the low interest in the organisation but they are
affected by the decisions that is helping them in improving the performance.
•Monitor- The employees of the organisation are having the low interest and power in the
decisions and they are monitoring the performance. For example, the organisation is helping the
employees that will help in analysing the factors.
• Keep informed- The employees and the stakeholders of the organisation have high
interest and low power in the decisions and they will help them in analysing performance.

Manage closely- The organisation is having the stakeholders that are having high interest and
power in the factors that will help them in analysing performance. For example, the hospitality
professional and Crown Tower managers have the interest and power in the organisation.
Propose a change/solution that addresses the identified issue / requirements (Design Definition)
There are different issues occur in Crown Towers due to quarantine issues. These issues are
related to quarantine which create impact on hotels. This situation create problems for hotel as
there are some people who are already covid positive which increase threat of spread of disease
among staff members (Moloney and Moloney, 2020). It is important for hotel staff to maintain
distance from these types of people. For purpose of effectively carry out business and protect
staff members from disease, managers of Crown Towers can adopt different solutions. There are
different types of IT solution to be adopted by company for purpose of avoiding Hotel quarantine
issues.
For this purpose, managers of company need to introduce Robots in their organisation which
helps them to bring innovation and differentiation in their organisation. It is beneficial for
company from both aspect as it increases trust of guest on organisation which helps them to
bring more guest in their company. It also helps business to protect their staff members. In this
managers of company provide room services, offer food and other items to guest with help of
Robots. It helps them to avoid physical contact among guest and hotel staff. They can also ensure
sanitisation of room through robots which is also good for company to avoid people from
diseases. In this process, different types of Robot are allotted in Organisation which are assigned
different duties. These are avoiding physical touch and each time these Robots needs to be
sanitised which help them to build good image of company in minds of consumer.
Hotel staff needs to ensure proper precaution in their hotel which is also beneficial for company
to avoid problem of quarantine. For this, managers of company need to ensure proper sanitisation
of room and other area of hotel which protect other guest as well as employees from spread of
disease.
Hotel check in process should also needs to be expedient which helps them to reduce proportion
of risk in business and increase satisfaction of customers (Nickson, 2021). It consists timely
offloading different transportation like buses which helps them to limits travellers in hotel at a
single time. This can be done with sharing of information through receipt of flights along with

other complimentary information. They also ensure quick check in as well as early allocation of
different accommodations. In this best practices which can be adopted by hotel is declaration of
hot zones. Hot zones are one which require increased safety protocols as well as risk mitigation
in risk linked with different travellers. It this risk is high as hotel members does not know about
status of travellers related to covid-19. These Hot Zones can be determined and spatial with time
and also featuring different strong IPC practices which is related to environmental risk. In this
best practices which can be adopted by hotel is to put visual as well as auditory signal where
status of different zones is changing.
Process of airport arrival consist different steps in which travellers disembark aircraft as well as
proceed with clearance as well as screening. In effective operation practices, quarantine notices
and other things are issues to travellers which reflect different legal basis for purpose of
quarantine and also offer different information to travellers in a specific format which can be
result understand by any person. In this it is important for managers of Crown Towers to
recognise these risk and mitigate these risk. They need to put physical barrier like PPE to
travellers at airport and also needs to handle luggage. In this situation, managers of company
need to adopt distance measure which helps them to avoid spread of disease in their organisation
(Rawlings and Loveday, 2021). The same process is also adopting at time of check out which
helps them to protect guest and build good image of company in minds of customers. It builds
good image of company in minds of customers and allow them to revisit their hotel.
Analyse Potential Value and Recommend One Solution
There are different issues occur in Crown Towers due to quarantine issues. These issues are
related to quarantine which create impact on hotels. This situation create problems for hotel as
there are some people who are already covid positive which increase threat of spread of disease
among staff members. It is important for hotel staff to maintain distance from these types of
people. For purpose of effectively carry out business and protect staff members from disease,
managers of Crown Towers can adopt different solutions. There are different types of IT solution
to be adopted by company for purpose of avoiding Hotel quarantine issues.
For this purpose, managers of company need to introduce Robots in their organisation which
helps them to bring innovation and differentiation in their organisation. It is beneficial for

company from both aspect as it increases trust of guest on organisation which helps them to
bring more guest in their company (Taylor and Dhileepan, 2018). It also helps business to
protect their staff members. In this managers of company provide room services, offer food and
other items to guest with help of Robots. It helps them to avoid physical contact among guest and
hotel staff. They can also ensure sanitisation of room through robots which is also good for
company to avoid people from diseases. In this process, different types of Robot are allotted in
Organisation which are assigned different duties. These are avoiding physical touch and each
time these Robots needs to be sanitised which help them to build good image of company in
minds of consumer.
Hotel staff needs to ensure proper precaution in their hotel which is also beneficial for company
to avoid problem of quarantine. For this, managers of company need to ensure proper sanitisation
of room and other area of hotel which protect other guest as well as employees from spread of
disease.
Hotel check in process should also needs to be expedient which helps them to reduce proportion
of risk in business and increase satisfaction of customers. It consists timely offloading different
transportation like buses which helps them to limits travellers in hotel at a single time. This can
be done with sharing of information through receipt of flights along with other complimentary
information. They also ensure quick check in as well as early allocation of different
accommodations. In this best practices which can be adopted by hotel is declaration of hot zones.
Hot zones are one which require increased safety protocols as well as risk mitigation in risk
linked with different travellers. It this risk is high as hotel members does not know about status
of travellers related to covid-19. These Hot Zones can be determined and spatial with time and
also featuring different strong IPC practices which is related to environmental risk. In this best
practices which can be adopted by hotel is to put visual as well as auditory signal where status of
different zones is changing.
Process of airport arrival consist different steps in which travellers disembark aircraft as well as
proceed with clearance as well as screening. In effective operation practices, quarantine notices
and other things are issues to travellers which reflect different legal basis for purpose of
quarantine and also offer different information to travellers in a specific format which can be
result understand by any person. In this it is important for managers of Crown Towers to
recognise these risk and mitigate these risk. They need to put physical barrier like PPE to

travellers at airport and also needs to handle luggage (Woods and Grillo, 2019). In this situation,
managers of company need to adopt distance measure which helps them to avoid spread of
disease in their organisation. The same process is also adopting at time of check out which helps
them to protect guest and build good image of company in minds of customers. It builds good
image of company in minds of customers and allow them to revisit their hotel.
CONCLUSION
The outbreak in Victoria in June 2020 was caused by management failures, prompting the state
premier to declare a "state of calamity" and enact a months-long lockdown that cost an estimated
$12 billion Australian dollars ($8.8 billion) and killed hundreds of people. Following an
investigation, it was discovered that a total of 21,821 returning tourists were quarantined in
Melbourne hotels between March and June 2020, with only 236 (1.1%) testing positive for
COVID-19. While community cases had dropped to just 57 in May 2020, from a high of 541,
breaches in the quarantine protocol resulted in daily increases that peaked at 725 cases in early
August.

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