The Role of Crisis Management in Business at Hyatt Regency London

This report provides a comprehensive analysis of crisis management practices at Hyatt Regency London, focusing on their importance within the hospitality industry and their impact on business performance. The study uses thematic analysis to explore key themes, including the necessity of crisis management for risk mitigation, the specific strategies adopted by Hyatt Regency to deal with uncertain situations, the potential challenges faced in the absence of effective crisis management, and the overall impact of these practices on the hotel's operations and reputation. The research highlights the importance of proactive planning, employee training, and flexible leadership in navigating crises, as well as the potential risks associated with neglecting crisis management, such as data privacy breaches, increased competition, and reduced employee productivity.

MAR0426 Business Dissertation
CHAPTER 4

Contents
CHAPTER 4 DATA ANALYSIS...................................................................................................3
Theme 1: Importance of crisis management within the hospitality industry......................3
Theme 2: The crisis management practices adopted by Hyatt Regency for dealing with
uncertain and unpredictable situations................................................................................5
Theme 3: Challenges that can be faced by Hyatt Regency London in the absence of crisis
management practices...........................................................................................................7
Theme 4: Impact of crisis management practices on the business performance of Hyatt
Regency London....................................................................................................................8
References:.......................................................................................................................................1

CHAPTER 4 DATA ANALYSIS
Data analysis is illustrative method for applying the right statistical and logical technique
so that raw research data makes sense. It is crucial part in research which helps in finding patters
& themes in data for easy identification and linking. The research is based on secondary which
involves the use of thematic analysis for analysing collected data. Thematic analysis is method
for determining qualitative data which entails searching across data set to identify, analyse &
report repeated patterns. It is simple & flexible method. The themes are formed of the objectives
for interpreting key findings related to research topic.
Theme 1: Importance of crisis management within the hospitality industry
Based on current investigation, it has been seen and find out that the hospitality industry
is tend to be the target of many different crises and challenges based on the dynamic nature of
the hospitality industry, so it needs and important for the hospitality industry to be prepared to
deal with them. Thus, crisis management is tending to considered vital and important within the
hospitality industry as it is the one which supports better risk management and effective
undertaking of the strategy to manage the possible crisis. It has been also seen that the hospitality
industry faces the challenges related with the crisis as it involves a direct contact with the
customers and they have a dynamic nature of the expectation which crises many challenges and
consequences for hospitality industry as well as leading many risk (Lenz and Eckhard, 2022).
Further, one of the key importance and need of the crisis management within the hospitality
industry tend to comprises and includes of the fact that one of the key element of the crisis
management is concerned with the safety and wellbeing of the human life. Thus, crisis
management is important and vital for the hospitality industry as it ted to supports and brings out
the prevention of the damage to the organisations reputation as well as also support for the
restore calm and stability. Along with this, the importance of the crisis management tends to
includes and comprises of the leading of the effective return on the organisation to tend to ensure
its normal operations as quickly as possible, as well as ensuring and leading people are safe.
Along with this, the crisis management is also tending to be important and vital to have
flexibility within the business operations to ensure sudden adjustment in order to effectively
overcome and mitigate the crisis (Haryono and Wijaya, 2022).

Figure 1: Importance of crisis management within the hospitality industry, 2022
Further, based on the findings of the current investigation it has been seen and analysed
that the crisis management is tend to be important and vital within the hospitality industry as it
gives and supports a systematic and effective way to have a better planning to manage the
sudden challenge. It has been seen that the crisis management plan provides a detail overview
about the key roles and responsibility of the employees which they need to perform and
undertake at the time of crisis to ensure its effective management (Raut and et.al., 2022). Thus,
crisis management plan is vital to reduce the chances of anxiety and chaos at the time of crisis by
the way of supporting a pre-set plan and structure to overcome and mitigate the challenge. Along
with this, it has been also find out during the current investigation that the vital role is being
played by the crisis management in reducing the after effects of the crisis through providing a
better efficient management and pre planning. Apart from this, the crisis management is tend to
be important and vital for the hospitality industry as it protects the organisation from the
inevitable threats through leading a better forecasting and prediction of the possible threats ad
risk in future (Lawlor and et.al., 2022).
Further, crisis management is also vital to have a higher flexibility through ensuring and
bringing proper noting persistently as well as supporting the making of the virtual diversion

crisis system that helps in keeping significant accomplices included, returning again to a power
response and ensuring an effective regulative assistance at the time of crisis to ensure its
effective overcome and mitigation. Beside this, crisis management is highly important and vital
within the hospitality industry as there are always a high chances of facing emergency situation
related with meeting dynamic needs of customers as well as managing sudden social media crisis
related with some embracing of negative branding along with financial crisis. Thus, at that time
and such difficult situation crisis management is vital and important for hospitality industry to
bring out and support a systematic approach to overcome that emergency situation in most
effective manner and without having any major disturbance and threat to functioning of the
organisation (Peoples, 2022). The practices of crisis management are important as friendliness
business helps in reducing the level of aggravation in business. This helps in preventing the
damage of company reputation, return the organisation to its normal operations. The managers of
Hyatt regency can devise strategies in order to come out of uncertain conditions along with
decides on the future course of action.
Theme 2: The crisis management practices adopted by Hyatt Regency for dealing with
uncertain and unpredictable situations
It has been find out during the current study that the crisis management practices
basically includes and comprises of the application of the strategies which are designed and
adopted to help the organisation to effectively deal with the sudden and significant negative
impact and challenges. The Hyatt regency is being well known ad famous luxury resorts and
hotel which is operating within a dynamic business environment thus it become important and
vital to have effective management practices in order to properly deal with the uncertain and
unpredictable situations (Emmendoerfer and Mediotte, 2022). Some of these vital practices of
crisis management that are adopted by Hyatt Regency for dealing with uncertain and
unpredictable situations includes of the halving of responding in the real time as well as creating
a proper social media crisis policy and timely budgeting and other planning to support better and
effective management of the crisis (Risk and Crisis Management in the Hospitality and Tourism
Industry, 2022). Further, the crisis management practise of the Hyatt regency tend to includes of
the implication of a systematic crisis management plan to effective indentify and deal with the
uncertain and unpredictable situations. The use of the thermograph tools is being made by the
Hyatt regency hotel to effective detect and analysis the upcoming threats such as the substantial

drop in the revenue or other threat based on having a close monitoring in customers as well as
target market (Herrera, Majchrzak and Thapa, 2022). Further, the key stages of the crisis
management practice that are being adopted and used by the Hyatt regency are provided and
discussed as below:
Figure 2: Crisis management practices adopted by Hyatt Regency, 2021
Pre crisis stage- It tend to includes and comprises of the developing and adopting some
effective ways and practises to identify the risk and includes of the making of the suitable plans
by the Hyatt regency to minimise the negative impacts of those risks. Along with this, the pre
crisis stage of the Hyatt regency for crisis management includes of the developing of the crisis
response plan along with identifying a suitable team and manager to mitigate the crisis
management in most effective manner.
Crisis stage (acute phase)- It is the stage where organisation starts noticing the first sign
of crisis unfolding which is also known as acute phase. In context to Hyatt regency the first goal
is to assess the situation after that there is need which plan to activate and making employees
alert. At this stage some events occurs and damage is experienced by the organisation. While
facing crisis the organisation implements strong network of communication with the team for
clarifying the role & purpose to assign problem.

Crisis response stage- This stage of crisis management within the Hyatt regency consist
of the actual implication and use of the crisis management plan and practises to mitigate the risk.
The Hyatt regency tends to have an effective communication system which ensures timely
awareness about the faced crisis and changes so that all employees can be prepared for its
mitigation (Narkevich, 2022). Along with this, the Hyatt regency tend to have an effective and
flexible set of leadership based on participative nature that ensures proper direction and guidance
for the employees during the time of crisis to effectively deal ad overcome the faced crisis.
Post crisis stage and resolution- Once the crisis subsides and effective steps are taken to
mitigate and deal with the crisis the manager of the Hyatt regency hotel continue to meet with
the crisis management team and embers to ensure that such crisis and challenge would be limit
and eliminate in future. Thus, the crisis management practices of the Hyatt regency also includes
of having a post crisis resolution that ensure of the providing the latest information to key
stakeholders to keep them aware of the current situation. Along with it also ensures of having a
more effective and suitable plans to mitigate and deal with this crisis in more effective manner of
it again occur in future (Knific, 2022).
Theme 3: Challenges that can be faced by Hyatt Regency London in the absence of crisis
management practices
While undertaking current project it has been analysed and find out that the many key
concern and challenges are also there that can be faced by Hyatt Regency London in the absence
of crisis management practices such as facing intense threat from competition as well as
reduction in target market and productivity. Apart from this, it has been also seen that the lack of
the crisis management tend to make a business more prone to challenges and risk existing within
a business environment as it would limit the operational viability of the firms. Data privacy risk
and issues is one of the most common Challenges that can be faced by Hyatt Regency London in
the absence of crisis management practices as it comprises of major concern for hospitality
industry (Mohammed Zahran Omar, 2022). It has been seen that limiting he crisis management
policies would lead to greater risk of the data theft and security through limiting the check and
protection level. Along with this, ineffective crisis management leads to higher cyber security
issues as it does not support continuous training of employees.
Along with this, in the absence of crisis management there is no systematic way and
planning that how to deal with future issues and challenges that ensures a more and higher threat

and negative impact of possible risk on the data privacy as well as overall productivity and
performance level of the firm. Further, it has been seen that the Hyatt Regency London is
operating within the hospitality industry thus a risk of higher competition is being faced by this
firm. Thus, in such situation not having a proper crisis management would lead to ineffective
business practices and operations that further enhance the risk of competition and also bearing
higher challenges from the uncertain and unpredictable situation (Gueben-Venière, and
November, 2020). Along with this, it has been also seen and find out that low level of employee
productivity and performance level is also being faced by the Hyatt Regency London for not
having an effective crisis management plan as it leads to reduction of motivation in employees
because of not having any proper planning and systematic strategy. Thus, higher chances of
chaos and lack of coordination is also a vital challenge that can be faced by Hyatt Regency
London in the absence of crisis management practices because of not having any proper crisis
management plan and strategy along with leading lack of effective communication and
dedication for employees. It has been seen that there are elements which prevail in the business
environment that affects the growth and decision making of an organisation. The Hyatt regency
face the challenge of intense competition from its rivals as other hotels provides the quality
services. The negligence of crisis management practices affects the functioning and operations of
business which can lead to low sales and growth (Chaudhari, Nakhate, and Rautrao, 2020). The
lack of information is a challenge for the organisation as aspect of the crisis management
planning involves the determination of potential hazards or situations, analysing them and
designing a variety of responses for which there is need of information that involves company
policy, procedures, rules & laws which may affect the operations of business. The lack of crisis
management practices leads to failure to consistently updating & practice contingency plans that
involves response team. The crisis response helps in meeting regulatory requirements nut lack of
practice affect the situation of organisation which make difficult to handle. It may lead
organisation face high employee turnover and overall impact on the growth & profitability.
Theme 4: Impact of crisis management practices on the business performance of Hyatt
Regency London
Based on the findings of the current investigation, an analysis can be made that crisis
management practices tend to have a positive impact on the overall performance of the Hyatt
Regency London through supporting better planning as well as higher adaptability in business

functioning. Along with this, it has been also analysed that having an effective crisis
management plan supports a better use of the resources as well as higher coordination and
efficiency level in employees that supports timely mitigation of challenge to bring out better
business performance within the Hyatt Regency London (Connolly, and Elliott, 2020).
Figure 3: Positive Impact of crisis management practices on the business performance, 2021
Further, it has been also observed that having an effective crisis management strategy
also supports higher financial management opportunities within the Hyatt Regency London by
the way of the leading better cost control and enhancing savings. Along with this, the crisis

management also supports a better management of resources and maintains a positive cash flow
during the times of threat which lead to higher financial management opportunity and a positive
way to deal within the risk that have positive impact on business performance. Along with this, it
has been also seen that they have effective crisis management practices also caret a positive
organisational cultural that supports higher operational effectiveness which ensures the positive
impact on the overall business performance of the Hyatt Regency London (Crisis Legacy:
Organizations Can Emerge Stronger from COVID-19, 2021). Along with this, the crisis
management also brings it a better leadership and management based on training governance and
pre planning that enhance the overall performance level of the Hyatt Regency London. Beside
this, effective crisis management also supports up-skilling and regular improvement in the
competence of employees based on effective communication and training to deal with the
unforeseen situation that ensures a positive impact on the business performance through
effectively and timely mitigation of challenges and business risk (Kuzmanova, and Ivanov,
2019). The company in context to Hyatt regency is operating its business functions in
competitive environment as high competition is faced along with dynamic changes are faced in
the needs & demand of consumer with the continuous change in trends & patterns. The effective
practices of crisis management in the hotel impacts positively by developing culture of
communication as communication is key for the success which needs to be communicated to top
managers, supervisors regarding materials and all this practices elements in plan or regular basis
for ensuring compliance. The strong communication is developed with stakeholders, consumer
which helps in improving the moral along with strong sense of wellbeing is created leading to
positive influence on business performance (Burden, 2020). The practices of crisis management
involve 3Cs which are concern, control and commitment. The crisis management planning helps
in identifying threat early as risk assessment and threat intelligence procedure contributes in the
development of culture of organisational resilience. The planning helps in responding effectively
to specific incidents and offers adequate information needed to deal with the threat. With this the
company is protected from the legal exposure and maintain reputation of company.

References
Books & journals
Burden, A., 2020. The history of crises and crisis management in anesthesia: prevention,
detection, and recovery. International Anesthesiology Clinics, 58(1), pp.2-6.
Chaudhari, C., Nakhate, V. and Rautrao, R.R., 2020. Role of HR trends in corona-crisis
management and organizational sustainability readiness. International Journal of
Advanced Science and Technology, pp.2278-2286.
Connolly, J. and Elliott, D., 2020. British crisis management in a European and regional context.
In The Oxford Encyclopedia of Crisis Analysis. Oxford University Press.
Emmendoerfer, M. and Mediotte, E., 2022. Crisis Management Modus and Sustainability in
Touristic Destinations: Lessons From COVID-19. In Sustainability and Competitiveness
in the Hospitality Industry (pp. 213-244). IGI Global.
Gueben-Venière, S. and November, V., 2020. Crisis management as an evolutive and adaptable
infrastructure.
Haryono, C.G. and Wijaya, C., 2022. The crisis management strategies of Indonesian event
organizers in the face of COVID-19. Journal of Hospitality and Tourism Insights.
Herrera, L.C., Majchrzak, T.A. and Thapa, D., 2022. Principles for the Arrangement of Social
Media Listening Practices in Crisis Management. In International Conference on
Intelligent Technologies and Applications (pp. 273-286). Springer, Cham.
Knific, M., 2022, June. Future Digital Health Crisis Management and The Covid-19 Pandemic.
In Proceedings of the MEi: CogSci Conference (Vol. 16, No. 1).
Kuzmanova, M. and Ivanov, I., 2019, June. Relation between change management and crisis
management: Survey evidence. In International Conference Knowledge-Based
Organization (Vol. 25, No. 1, pp. 255-260).
Lawlor, A. and et.al., 2022. Crisis management: personal financial well-being and public
attitudes toward government intervention. International Journal of Sociology and Social
Policy, (ahead-of-print).
Lenz, A. and Eckhard, S., 2022. Conceptualizing and explaining flexibility in administrative
crisis management–a cross-district analysis in Germany. Journal of Public
Administration Research and Theory.
Mohammed Zahran Omar, S., 2022. E-governance as an approach in health crisis management-
the digital response to the Corona virus pandemic. The journal Future of Social Sciences,
10(1), pp.59-104.
Narkevich, L., 2022. Digital transformation of the information-analytical system for crisis
management in enterprise rehabilitation procedures. Sustainable Development and
Engineering Economics, (1), pp.8-26.
Peoples, C., 2022. Global uncertainties, geoengineering and the technopolitics of planetary crisis
management. Globalizations, 19(2), pp.253-267.
Raut, P.K. and et.al., 2022. Influence of workforce agility on crisis management: Role of job
characteristics and higher administrative support in public administration. Materials
Today: Proceedings, 61, pp.647-652.

ONLINE
Risk and Crisis Management in the Hospitality and Tourism Industry, 2022. [Online] Available
Through:< https://ekuonline.eku.edu/blog/global-hospitality-blog/risk-crisis-
management-hospitality-tourism-industry/ >.
Crisis Legacy: Organizations Can Emerge Stronger from COVID-19, 2021. [Online] Available
Through:< https://www.ifac.org/knowledge-gateway/preparing-future-ready-
professionals/discussion/crisis-legacy-organizations-can-emerge-stronger-covid-19 >.