COVID-19 Impact Analysis: The Connaught Hotel's Performance

This report provides a comprehensive analysis of the impact of COVID-19 on The Connaught Hotel, a luxury five-star establishment in London. The research explores the significant effects of the pandemic on the hospitality sector, including reduced occupancy rates, staff reductions, and financial challenges. The study delves into the specific challenges faced by The Connaught Hotel, such as liquidity issues, employment concerns, and debt restructuring. Furthermore, the report examines the strategies employed by the hotel management to mitigate these challenges, focusing on hygiene measures, technological adaptations, and pricing adjustments to maintain profitability. The literature review covers the impact of COVID-19 on the hospitality sector, the influence on The Connaught Hotel’s performance and productivity, the challenges, and the strategies employed. The methodology section details the data collection process, including sampling and research instruments, data analysis techniques, and ethical considerations. The findings reveal the significant impact of the pandemic on the hotel's operations and the effectiveness of the implemented strategies. Finally, the report offers recommendations for future resilience and adaptability in the face of similar crises, emphasizing the importance of technological integration, staff training, and financial planning. The research aims to analyze the impact of COVID-19 on the performance and productivity of the hospitality venture, specifically The Connaught Hotel, and includes research objectives and questions to guide the investigation.

Technology in the
hospitality industry

Contents
INTRODUCTION...........................................................................................................................1
Research aim................................................................................................................................2
Research Objectives.....................................................................................................................2
Research Questions......................................................................................................................2
Rationale/purpose of the research................................................................................................2
LITERATURE REVIEW................................................................................................................2
RESEARCH METHDOLOGY.......................................................................................................5
Data collection.............................................................................................................................7
Sampling......................................................................................................................................8
Research instrument.....................................................................................................................8
Data analysis..............................................................................................................................10
Ethical consideration.................................................................................................................11
Reliability and validity..............................................................................................................11
Research limitations...................................................................................................................12
ANALYSIS OF RESULTS/ FINDINGS......................................................................................12
CONCLUSION..............................................................................................................................19
RECOMMENDATIONS...............................................................................................................20
REFERENCES..............................................................................................................................21

INTRODUCTION
The hospitality industry is changing rapidly and also becoming super high tech. While the
innovative technology also play an effective role in offering benefits to guests and vendors s
well. This, particular business sector has functioned on the standard of consumer facility before
everything else. The warm welcome given by the hotel on reach of hotel, the personal facility
offered by a gracious caretaker and a rapid check in from the booking desk which has all helped
that makes visitors experience exclusive and fulfilling (Alford, 2018). With the arrival or use of
machinery, however, number of actions formerly executed by live humans has been changed by
automatic methods, mostly in the effort to rationalize functionality and develop service. In the
current time of COVID 19 situation, use of technology play an effective role in term of offering
information with the use of technology like social media, online booking and reservation, self
check-in and check-out etc. One of the more extraordinary technological disturbance hotel guests
have had to covenant with in recent years considers the beginning of smart appliances. Just as
homes have been transformed by the functioning of smart machinery, high end lodgings are
accepted to have all the bells and whistles accessible.
Along with the support of effective mobile applications, the consumer can take the benefits
of services like booking and reservation etc. Apps are big in every method at current. A well
intended app can merge every feature of the visitor knowledge from announcements about
particular deals to administrating their faithfulness program account. For the completion of this
research project, The Connaught Hotel is considered which is a five star luxury hotel and situated
on the part of Carlos Place and Mount Street in Mayfair, London. This hotel was incorporated in
1897 and is owned as well as managed by Maybourne Hotel Group. These research assessments
will discuss about the research aim, objective, questions about the specific area of research and
the reason behind the selection of this particular research area (Domingo-Carrillo, Chávez-
Miranda and Escobar-Pérez, 2020). Furthermore, it will define about the literature review with
the consideration of information of impact of COVID19 on hospitality sector, influence of this
pandemic on the efficiency of selected enterprise, challenges occur due to COVID19 in hotel and
use of plan of actions in order to deal with these problems. Moreover, it will explain about
research methodologies which are considered by the researcher in order to completion of the
project in more developed manner. In last, an effective conclusion and recommendations will be
describe as per the above defined information of the research project.
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Research aim
“To analyse the impact of COVID 19 on the performance and productivity of hospitality
venture. A case study on The Connaught Hotel.”
Research Objectives
 To understand the impact of COVID 19 on hospitality sector.
 To determine the influence of COVID 19 on the performance and productivity of The
Connaught Hotel.
 To analyse the challenges which faced by The Connaught Hotel due to COVID 19.
 To examine the strategies which considered by the management of The Connaught Hotel
in order to deal with challenges.
Research Questions
 What is the impact of COVID 19 on hospitality sector?
 What is the influence of COVID 19 on the performance and productivity of The
Connaught Hotel?
 What are the challenges which faced by The Connaught Hotel due to COVID 19?
 What are the strategies which considered by the management of The Connaught Hotel in
order to deal with challenges.
Rationale/purpose of the research
The reason and purpose behind the selection of this specific area of research is to get
information about the hospitality industry. Also, aware with the technology which is considered
by hotels in order to offer effective and quality services to its guests and deal with the problems
and ineffective situation like COVID 19. Along with this, by investigation on the specific area of
research, the investigator can make development in knowledge which support in the personal
development (Nguyen, 2020). Apart from this, it will support the person in future when the
individual will work on related topic or research area. Additionally, conducting research in this
topic will support in analysing the issues that faced by hospitality industry cause of COVID19
and the plans that is used by the administration in context of the problems.
LITERATURE REVIEW
The impact of COVID 19 on hospitality sector
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The Hospitality industry basically refers to food and accommodation services sectors.
This means hotels, restaurants, pubs, bars, catering, campsites and other kind of lodging. In 2019
the hospitality sector contributed £59.3b in Gross values added to the UK economy, approx 3.1%
of total UK economic output. The lodgings sector has been one of the hardest hit parts through
the epidemic. Restrictions on dealing have considerably impacted hospitality commerce
turnover. Economic production in the hospitality sector was down 92% in April 2020 in
comparison to February 2020 (Hospitality industry and Covid-19. 2020). Along with this, it
create direct impact on the decrement and reduction in the sales of the hotels as due to COVID
19 as well as lockdown situations, people are not taking advantages of their services which affect
the economic condition of them. Also, cause of pandemic the employment rate is minimising as
the hospitality firms were releasing their workers. From January-March 2020 to July-September
2020, the number of employments in the sector fell by 6%. However, the pandemic has not yet
resulted in the desired maximisation in unemployment.
As per the view of Jolly J. (2020), The UK hotel industry could take four years to revisit
to 2019 levels of business. The digital switch within the hospitality industry was well under way,
even before COVOD19. During this pandemic, the business of hotel is highly affected in term of
booking, reservation and many more. This make the decrement in the offerings of hotel as people
were not willing to take the benefits if the services which are provided by them. As businesses
were strained to shut down, cutting income provisionally and reduction in consumer base. In
order work in the pandemic, the digital alteration required by hospitality industry company that
now have the rely on machinery to maximise the speed and effectiveness of their procedures and
offer an even more consumer centric knowledge. Hospitality business is turning to machinery to
foster consumer faithfulness, communications and programmed procedures to manage data
correctness in all online atmospheres a customer may hesitate upon.
The influence of COVID 19 on the performance and productivity of The Connaught Hotel
According to Thornton G. (2020), the worldwide disturbance resulting from the
COVID19 epidemic is unparalleled. The issues which are generated by this pandemic impact
almost every segment of hotel’s processes, from room tenancy levels and employment plans to
food and beverage provisioning as well as affect the efficiency and business performance of
them in unfavourable manner (Ma, Berezina and Cobanoglu, 2020). In The Connaught Hotel, the
performance and productivity of the hospitality firm affected by COVID 19 because in the
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lockdown situation they are closed and even during pandemic people were not travelling as well
as not prefer to take services of hotels. This makes a direct impact on the sales of the company in
term of reduction which influences the business efficiency and execution level negatively.
However, travel restrictions and social distancing policies have had a dramatic impact on this
sector. The Hotel occupancy in the UK has dropped and revenue per accessible room has
declined. Also, hotel organisations closed their business and the problem of staff reductions
stated that is also a main reason of affecting hotel sector companies’ performance.
The challenges which faced by The Connaught Hotel due to COVID 19
As per the view of Harding A. (2020), there are several kinds of issues and challenges
which are faced by hotel organisations due to corona virus pandemic. Liquidity is one of them
and the immediate challenge for hotel was related to cash flow management and forecasting.
Business like Connaught Hotel were well capitalised with healthy balance sheets have a different
benefit when it comes to enduring a quick fall in profit and a potentially longer time frame of
miserable demand (Frost, Kotze and Chuchu, 2019). There are several aspects which make the
cash flow forecasting complex in the present environment. First is that when lockdown situation
arise and travel limits are raise is still indistinct. Also, social distancing method minimised room
tenancy and maximise maintenance costs could considerably affect in revenue and functioning
costs. Along with this, other challenges which was posed by COVID 19 on the hotel in term of
employment. Hotel operators have been capable to dimension down their employment costs
appreciably by condensed hours. During COVID19 situation, companies release their number of
employees which affect the employment rate. With less staff in all sections of the commerce,
interior manage deliberations require to be a priority for administration groups.
Debt and restructuring is one of the key challenges which highly affect business of hotel
ventures. With income and ensuing cash flow reduced for both owners and workers, it is
significant to rapidly find out that substance where accessible money may not be enough to meet
compulsion. For example, incoming into early and transport discussions may be essential to
identify positive solution for overhaul other costs which may be dedicated at levels of no longer
proportionate with the prospect running scales of the commerce (SHAHARUDDIN, 2018).
Many financers are adopting impediments in payment and may be open to a further renegotiation
of terms. In context of hotel, to restructure the business, these ventures require funds which
create an extra burden on them as well as affect the financial situation of them unfavourably.
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One of the major issues which are faced by hospitality sectors is lack use of technology. Cause of
this, they are provide effective services to their guests because due to social distancing measures,
people prefer use of technology regarding room booking or reservation, self check-in or check-
out services, online payment applications etc. Other challenges that are related to staffing, health
and safety, revenue, audits, planning and insolvency etc. are posed by corona virus pandemic
which affect the business operations and activities in negative form.
The strategies which considered by the management of The Connaught Hotel in order to deal
with challenges
As per the view of Bouch J. (2020), there are several strategies and things which can be
done by the company in order to deal with the challenges of COVID 19. In order to deal with
challenges of staffing and lack of safety, the management can follow hygiene measures as well
as considers the social distancing guidelines which assist in creating a healthy workplace. Along
with this, use of effective technology regarding business operations, such as online payment
applications, support in running the business activities in effective manner. With the use of
updated and new technology, they can offer booking, reservation, payment and check-in or check
out services (Tips for Hotels During the Corona (COVID-19) Crisis. 2020). This support in
dealing with corona virus challenges. During the Corona pandemic, it may be reasonable to
accept some of the price plans that the hotel might accept during other phases of low demands.
This will assist in dealing with the challenges of lack of profitability, revenue and ineffective
productivity. This might mean accusing lower room rates in order to fill rooms that might or else
be left empty. In order to increase sales, it is significant to try to capitalise on the extra profit that
can be earned by up selling and cross selling efforts. Additionally, the management of hotel can
provide training to their employees so that they can provide appropriate services to their guests
by considering measures of COVID19. This will support in dealing with the challenges of safety,
guest attraction, revenue and many more.
RESEARCH METHDOLOGY
Research philosophy- It is what makes up the outermost coating of the research onion
framework. There are three of the main research philosophies positivism, interpretivism and
pragmatism (Torrichelli and Pozo, 2018). Positivist study takes the view that knowledge survives
exterior of what is being examined can only be completed so impartially and it cannot consider
views or individual viewpoints. It situation that there is only one actuality and that all meaning is
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reliable among subjects. Apart from this, interpretivism prominences the impact that social and
cultural aspect can have on a person. With this philosophy, the investigator plays an active role
in the research, because it is needed to depict a holistic opinion of the contestant and their
actions, feelings and meanings. Pragmatism emphasizes the significance of using the effective
tools probable to examine phenomena. The key aim of pragmatism is to approach investigation
from a sensible point of observation, while information is not unchanging but instead is
continually issue and understand. Within the, existing research assessment, the researcher will
consider pragmatism research philosophy because it consists of an aspect of investigator
engagement and bias, especially when illustration termination supported to members replies and
choices. Also, it is not committed one particular philosophy.
Research approach- It is another layer of research philosophy and there are two form of it
such as inductive and deductive. Inductive approaches involve developing theories from
investigation, rather than beginning a project with a theory as a foundation (Дмитриева, 2019).
It could be utilized in the learning of an otherwise unidentified remote society. There is very
little information about this society and thus, investigation would have to organise to gain
knowledge on the area, therefore foremost to the arrangement of the concepts. Apart from this,
deductive approach starts with a theory and the purpose of it to build on it through research.
Deductive approach would be engaged when researching alters in the physical possessions.
Along with this, quantitative study tends to reproduce a deductive approach, basically conversant
by positivist philosophy. Within the current research project, the investigator will consider
deductive research and the reason for using it is that quantitative study generally starts with
hypothesis as a base where development is completed through hypothesis testing.
Research strategy- It is an effective and significant layer of research onion and it is
supported to the aims the research, study can be organised. Research strategy can consider action
investigation, investigational study, interviews, surveys, case study and methodical literature
review. The scheme is selected on the information needed for the investigation and the aim of the
research. In this current research project, the surveyor will consider survey as a research strategy.
This strategy is significant because it is beneficial in defining the features of huge inhabitants
(Ye, 2018). No other tool can offer this broad ability which makes sure a more correct example
to gather beleaguered outcomes in which to draw termination and create important decisions.
Also, the secrecy if surveys permit responders to reply with more candid and suitable answers.
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Research design- It is the structure of study techniques and tools selected by an investigator.
The plan permits surveyors to sharpen in on study methods that are effective for the theme matter
and estabilish their investigations up for development (Mourmoura, 2020). It considers main two
forms descriptive and experimental. In this study, the surveyor will follow descriptive research
plan as it is a theory supported design technique that is shaped by gathering, determining and
presenting collected information. It helps others better understand the need for the research.
Research choices- This layer of research onion is purely about deciding how may data types
such as quantitative and qualitative utilize in the study. There are three kinds of research choices
like mono, mixed and multi method. Selecting to utilise a mono method states that the researcher
will only make utilisation of one data type either qualitative or quantitative. Qualitative method
signifies as a tool through which the research can collect theoretical information with aim of
completion of the research. The information which is considered by the researcher with this tool
is in form of theoretical data. It is used to acknowledge concepts, ideas and experiences. This
kind of research supports the research in gather in depth insight on topics which are not well
acknowledged. Ordinary qualitative ways considers interviews with open ended questions,
explanation defined in words, and literature reviews which discover perception and assumption.
While quantitative investigation is defined in numbers and graphs. This method is used to test or
corroborate theories and suppositions. This kind of investigation can be used to establish
generalisable facts regarding the specific area of study. The ordinary quantitative methods
consider researches, observations evidenced as numbers and surveys with close ended questions.
Within this current research project, the research can use quantitative research tool because it
specify a description into what is and is not important or influencing, a specific population
(Kalinić and Vujičić, 2019). Along with this, it also offers answers to questions about the
frequency of a phenomenon or the magnitude to which the phenomenon influences the sample
population.
Data collection
On the key source of data, the primary and secondary study procedures are used by the
researcher in order to collect data. Primary data and raw data is a kind of information which is
acquired directly from the first hand source by experiments, surveys, questionnaire and
observations. The information which is collected by this tool is in form of pure, first hand and
fresh. This source need a deep commitment from researchers and need interaction with the
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subject of research. Whereas secondary data is data gathered by someone other than the actual
user (Rifkhansyah, 2019). It means that the information is already accessible and someone
determines it, The secondary information considers through books, journals, magazines, articles,
newspapers and government sites etc. Within this current research project, the researcher will
consider primary source of data collection because the information which is collected by this
method is pure, authentic, specific in nature and up to date data. It is relevant as it is basically
objective and gathered instantly from the original source.
Sampling
It denotes to the process of selecting a specific number of people from a wide population to
unit. The sample should be representative of the population to make sure that the researcher can
generalise the findings from the research sample to the population as a whole. There are two
form of sampling methods like probability and non-probability sampling. Within this research
the research will make follow simple random sampling method in order to collect appropriate
data with the aim of meeting research objectives. The surveyor will make use of it because
within this method, every member of the population has an equal chance of being chosen. Also,
this method considers ease of utilisation and accuracy of representation. In this study, the
researcher will select 30 employees of The Connaught Hotel as sample size in order to gather
data to accomplishment of research.
Research instrument
It is the final coat in the study onion which disquiets the tools and techniques utilized. Both
primary and secondary study has been used in the investigation. The secondary research and
considered the research and utilisation of academic literature connected reports and press reports.
A structured survey was urbanized for primary research and utilized by responders to offer their
input in the questionnaire provided (Rahman and et. al., 2020). There are several research
instruments like interview, observation, group discussion, experiment, survey, questionnaire and
many more. But Questionnaire is an effective tool of research which used in the research in order
to collect information. The reason behind the selection of it is that this tool is designed to offer
an easy reply questions from representatives. Along with this, it creates its simple and reliable
for the representatives to appreciate the questions by tabulate result, it also developed the
formulation of the questionnaires simple on the side of the investigator.
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Questionnaire- It is a research instrument which considers a set of questions and a series
of questions as well as other kinds of prompts that aims to collect data from selected number of
representatives (Jiménez-Barreto and et. al., 2020). The main aim of a questionnaire is to extort
information from the representatives. It is a relatively inexpensive, quick and efficient way of
gathering large amount of information even when the surveyor is not present to gather those
responses first hand.
Questionnaire
Q1. Do you aware with the corona virus pandemic?
(a) Yes
(b) No
Q2. What is the impact of COVID 19 on hospitality sector?
(a) Reduce the economy of hospitality sector
(b) Minimise employment rate
Q3. What is the influence of COVID 19 on the performance and productivity of The
Connaught Hotel?
(a) Reduction in sales
(b) Minimisation in consumer base
(c) Decrement in revenue
Q4. What are the challenges which faced by The Connaught Hotel due to COVID 19?
(a) Lack of consumer interest
(b) Hygiene and cleanliness issues
(c) Employees safety and taking care problems
Q5. What are the strategies which considered by the management of The Connaught Hotel
in order to deal with challenges?
(a) Hygiene measures
(b) Social distancing guidelines
(c) Use of effective technology regarding business operations
Q6. Do agree that social distancing guidelines play an effective role in managing COVID19
problems?
(a) Agree4
(b) Disagree
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Q7. What are effective technologies which can be used by hospitality sector organisations in
term of promotion or marketing?
(a) Social media
(b) Web advertisement
(c) TV
(d) Magazines
Q8. Do you agree that social media is a great tool for advertisement of hospitality sector
organisations?
(a) Agree
(b) Disagree
Q9. What the importance of utilisation of effective and innovative technology in hospitality
sector?
(a) Getting attention of high customer base
(b) Retaining consumer
(c) Increasing profit
Q10. Provide the suggestions regarding the challenges which are faced by hospitality sector
firm during COVID 19.
Data analysis
This has been analysed from the above mentioned information and data that by making use
of effective tools and methods of research, the researcher can collect more appropriate
information with the aim of meeting research objectives Along with the utilisation of appropriate
research methods like quantitative and primary source of data collection, the investigator can
gather more reliable and appropriate information in order to meet research requirements (Alford,
2018). In order to collect complete the investigation project, the research will make use of
pragmatism research philosophy because it provides an experience supported, action oriented
structure whereby the aim of it is to address the issues of research in effective manner. Along
with this, it has been analysed that the researcher will make use of deductive approach it is
possible to define casual relationships among concepts and variables as well as provide
possibility to assess conceptions quantitatively. Additionally, it can be monitored that by making
use of quantitative research method, the research can numerical data which support in meeting
the requirement of set business objectives. By designing a questionnaire and consider it as an
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