Successful Crisis Management in Hospitality Industry: A Case Study of Premier Inn

Research project
(What does successful crisis
management look like)

EXECUTIVE SUMMARY
The main purpose to carry out the current research is to identify the success gained by
organisation by managing their crisis in successful manner. The present investigation will help in
knowing the how successful crisis management in a company look like and the challenges
hospitality industry faces during the absence of crisis management practices at the time of Covid
19 pandemic. This research will extract and accumulated quantitative data which will assist in
conducting the investigation in valuable manner. In this research primary as well as secondary
data is collected so that investigation can be made in deeper manner.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
ACKNOWLDGEMENT..................................................................................................................4
INTRODUCTION...........................................................................................................................5
Overview of the topic..................................................................................................................5
Background of the organisation..................................................................................................5
Research problem........................................................................................................................5
Research aim and objective.........................................................................................................6
Research rational.........................................................................................................................6
LITERATURE REVIEW................................................................................................................7
What is crisis management? .......................................................................................................7
How successful crisis management looks like?..........................................................................7
How successfully crisis can be managed? .................................................................................8
What better strategies can be recommended for managing crisis in hospitality sector?.............8
RESEARCH METHODOLOGY...................................................................................................10
DATA ANALYSIS AND FINDINGS .........................................................................................12
Frequency distribution table .....................................................................................................12
Data Interpretation....................................................................................................................13
CONCLUSION AND RECOMMENDATION.............................................................................22
Conclusion.................................................................................................................................22
Recommendation.......................................................................................................................22
REFERENCES..............................................................................................................................23
APPENDIX....................................................................................................................................25
Questionnaire............................................................................................................................25

ACKNOWLDGEMENT
I would like to express my sincere gratitude to my teacher for providing me the opportunity to
carry out the investigation on the research topic crisis management. I sincerely thank for
providing me the required guidance and encouragement throughout the investigation so that my
work can be done in effective manner. They provide me all the facility and resources which are
required to conduct the investigation.
I also want to thank my friend and family to support me and boost my motivation to gather and
analyse the information, in order to carry out investigation. With their efforts I am able to
complete my research in given time period.

INTRODUCTION
Overview of the topic
Managing the crisis is very important for the companies because it helps them to gain
success in recent dynamic environment. One of the emerging crisis that occur in the world is
Covid 19 which has shatter all the business working and functioning of the different sector. The
most effective sector by the Covid 19 is hospitality industry. Crisis management is the
application of numerous practices which is designed by the company in order to deal with the
damages which incurred due to unexpected events (Canton, 2019). The Covid 19 is one of the
crisis which impact the hotels and resort in negative manner as all their productivity gores down
which affect their performance. The present research has focuses on management of crisis in
significant way as to mitigate the challenges. This investigation will also highlight the different
strategies that can be used in order to reduce the fear of damage as well as improve their
performance (Zamoum and Gorpe, 2018).
Background of the organisation
For carrying out the investigation the chosen hospitality brand is Premier Inn. Premier inn
is a British international chain of hotel which was founded in the year 1987. The founder of the
hotel is Whitbread and it’s headquarter is in Dunstable, England, UK. There are more than 7200
rooms and approx. 800 hotels are there which are located in various country (Sylves, 2019). The
key served areas of Premier inn are United Kingdom, United Arab Emirates, Isle of man,
Germany, Qatar and many other. The Company is chosen because it is the most famous brand in
United Kingdom so to identify the practices which they designed to cope up with crisis.
Research problem
The main research problem that is identified in the current investigation in the hospitality
industry is the issue which were faced by them due to Covid 19 crisis. The time period of Covid
19 was so worst for the company that it almost has shut down the door of business for many
hotels and resorts (Luna and Pennock, 2018). The Global pandemic has created various
challenges for the company which impact their performance and productivity in large manner.
The outbreak of the pandemic also forces hotels to designed various strategies and practices
through which they can deal with the damages which they face and can run their business in
sound way.

Research aim and objective
Research Aim
The aim of this research is to know about crisis management and how it looks on its success in
hospitality sector in case study of Premier inn.
Research Objectives
To achieve this aim, the following objectives have been proposed.
 To identify the success of crisis management on hospitality sector.
 To assess the current practices of crisis management.
 The objective is to recommend better strategies for crisis management in hospitality
sector.
 To evaluate the concept of crisis management.
Research question
 What is crisis management?
 How successful crisis management looks like?
 How successfully crisis can be managed?
 What better strategies can be recommended for managing crisis in hospitality sector?
Research rational
The major reason for execution the research is to obtain detailed understanding on the topic
crisis management and how successful crisis management looks like in hospitality industry. This
research report will also highlight the different crisis management peatice4s used by the
hospitality industry in order to deal with the problem faces at Covid 19 pandemic. With the aid
of the investigation researcher also achieve two objectives which are personal and professional
(Coombs, 2020). In respect to the personal objective, researcher will build various skills which
would assist in completing the investigation in sound full manner. on the other side, with respect
to the professional objective, researcher would get to know about various strategies that helped
them to manage the crisis when they will be working as a manager in an organisation.