HND Hospitality: Integrating Digital Tech in Crisis Management

This report explores the integration of digital technologies into crisis management operations, focusing on St. Pancras Renaissance Hotel London as a case study. It reviews the concept of crisis management in the hospitality industry, examines the new crisis management technologies used in hotel operations, and evaluates their impact on crisis management. The research employs a deductive approach within a positivism research philosophy, using quantitative methods for data collection and analysis. The report also includes recommendations for integrating new technologies into crisis management operations, supported by a literature review covering various aspects of technology's role in addressing crises within the hospitality sector, including the impact of COVID-19. The study aims to provide insights and practical recommendations for enhancing operational efficacy through digital technology in crisis scenarios. Desklib provides a platform to access similar solved assignments and past papers.

HND Hospitality Management Research Proposal Form (RPF)
Research Proposal Form
Section One
Research Title(this must have two variable which are referred to as cause and effect)
Integrating new digital technologies into crisis management operations: A case of St. Pancras
Renaissance Hotel London
Research Background (this is a clear explanation of the most important studies that have been
conducted in your chosen field, it should consider a brief discussion of the key theories and models
related to the research problem)

Hospitalities industry faces many issues from pandemic and environmental unconditional situation. This
study will develop information about which operation activities like application of technological tools,
expansion of resources requires for solution of St. Pancras Renaissance Hotel London crises management.
Company faces challenges because they provide room, food and many more, but in the lockdown situation
- organization, employee, revenues, growth, engagement of customer etc. things highly affected. Also,
company consider to engage different research methodologies for identification of best solution for crises
management. Application of research methodologies is useful because it provides exact idea and
information why risks are happen and how to resolve them.
Research Problem (this is a brief discussion of the problem that exist in the research area, or a
troubling question that exist in scholarly literature or practice that you research is attempting to solve)
Organization face multiple problem but Covid-19 is majorly influenced performance of overall business
and business has to analyse factors which impacts on business operations as well as it controls new
opportunities and profit generates as well (Yusof, Supie and Ismail, 2021). Business operations problems
include employee’s performance, customer attraction toward with hospitality industry facilities, employee
behaviour, analysis of other organization and many more. Solution of these crises in management requires
application of technological tools and audience when they provide information they provide answer truly.
Different research methodologies suitable concept but it requires research experts and proper idea about
uses of technology for research development.
Research Aim (e.g., what do you wish to achieve? What do you want to learn to do? What do you want to
find out?)
The aim of this research is to evaluate the integration of the new digital technologies into the crisis
management operations at St. Pancras Renaissance Hotel London
Research Objectives(a number of steps that address HOW the research aim will be achieved)
1. Reviewing the concept of crisis management in the hospitality industry.
Pearson Education 2019 - Higher National Certificate/Diploma in Hospitality
Unit: 18 – Research Project 2

HND Hospitality Management Research Project
2. Examine the new crisis management technologies used to run hotel operations at St. Pancras
Renaissance Hotel London.
3. Explore the impact of the new digital technologies on the management of crisis at St. Pancras
Renaissance Hotel London.
4. Evaluate the integration of new digital technologies into crisis management operations at St.
Pancras Renaissance Hotel London.
5. Provide recommendations on the best options of integrating new technologies into the crisis
management operations at St. Pancras Renaissance Hotel London.
Research Questions(questions should be focused, researchable, feasible to answer, specific to find
results, complex, and relevant to the objective and your field of study)
1. Which new crisis management technologies are used to run the hotel operations at St. Pancras
Renaissance Hotel London?
2. What is the impact of the new digital technologies on the crisis management at St. Pancras
Renaissance Hotel London?
3. How the new digital technologies are integrated into St. Pancras Renaissance Hotel London?
4. What are the best positive recommendations of integrating the new digital technologies into crisis
management at St. Pancras Renaissance Hotel London?
Research Rationale/Significance (valid literature arguments/reason for choosing the research topic)
The main reason of selecting this topic is to increase knowledge and knowing about effectiveness of
digital technologies. Digital technologies have changed businesses to the great extent and businesses
got affected from Covid-19 crisis. It has affected business operations so, by conducting research on
the topic of knowing effectiveness of digital technologies in crisis management operations, businesses
can be able to improve their operational efficacy.
It is one of my interesting topic and digital technology has changed the world. So, knowing the extent to
which integration of digital technologies can change business operations or into crisis management
operations, this topic has been chosen.
Section Two
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Brief Literature Review on the chosen topic (critical review of the relevant literature that showcase
understanding, interpretation, analysis, clarity of thought, synthesis, and development of argument on the
research topic; and identifies a gap that the research will attempt to address – should be addressed to the
hospitality industry, not the chosen hotel. )
A concept of crisis management in the hospitality industry
According to Farmaki, (2021) unconsidered events influence organization performance like from
performance of customer, environmental, economic and many more crises. Mainly hospitality industry
influences by other organization services, environmental forces so it’s essential that company experts
understand and implement digital technology in their business for analysis of risk before they impact on
organization and risk management exerts develop plan for their solution.
Muşetescu and Shayb,(2019) argued and said that as per them, crisis management is strategy by which
companies anticipate crisis that are caused by external environmental factors at corporate level. An
effective planning plays a vital role in managing crises and it can help hospitality sector in improving their
operational efficacy.
New crisis management technologies used to run the hotel operations in the hospitality industry –
As per the view of Kaushal and Srivastava, (2021) technological tools is beneficial for safety security
development in organization. It develops knowledge about clients that they have any problem or not.
Technological applications like smart room keys, cloud services, mobile communication, IT services,
sensors and many more which is useful for managing crises in organization. Almost every hospitality
industry uses this tool because its beneficial for identification of external and internal factors influence
performance of organization.
Sechser, Narangand Talmadge,(2019) stated in this regard that with rises in crisis, technology and data are
playing an increasingly important role in managing crisis and improving emergency management
departments. Crisis management training with mobile apps and using social media for quick alerts are some
technologies that can be used in managing crisis in an effective manner.
The impact of the new digital technologies on the crisis management within the hospitality industry
Pearson Education 2019 - Higher National Certificate/Diploma in Hospitality
Unit: 18 – Research Project 4

HND Hospitality Management Research Project
Mayer and et.al., (2021) stated engagement of smart technological tools requires experts’ knowledge and
practical knowledge as well they have to develop potential for analysis risk and manage crisis in
management with the proper application of innovation. According to Crespí-Cladera, Martín-Oliver and
Pascual-Fuster, (2021) engagement of technological tools are not effective approach because it's not
provides solution to hospitality industry and consideration of individual research is effective approach.
Ivanov and et.al., (2020) stated that digital technologies has made companies able in managing crisis and
improving operational efficacy. Digital technologies such as: uses of social media platforms for promoting
products and internet using has made able to companies in managing crisis like Covid-19. At the time of
covid-19, companies allowed work from home, and it happened because of technologies and it makes them
able in improving operational efficacy.
New technologies integrated into the hospitality industry -
According to Aghaei, GhasemianSahebi and Kordheydari, (2021) Global information system, satellite
communication, internet and many more software has potential to solution of crises in management with
proper utilization and identification of multiple aspects. Various new technologies useful for crises
management are Check in services with AI temperature checks when client come into stay in their
organization application of this tool they easily identify that that individual has covid-19 or viral or not,
Wi-Fi 6 software provide solution for outdoor uses and many more, new technological tools which provide
effectiveness organization.
Its essential term hotel industry implement and engage global information system software and satellite
communication because they provide information before crises influence. This software useful analysis of
crises and solutions development as well. In addition, it can be said, that artificial intelligence can also help
in managing crisis as it helps in solving critical algorithm and taking better decision.
Section Three
Research Methodology (this should focus on the methods you will employ to carry out the research.
If you use Quantitative method write as follows…)
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Research Paradigm:
Reserch epistemology is all above refers to activity that research generate by application of which
tools, application of this term makes better and effective idea which is useful for explore new ideas
and its useful term because this research researcher identify multiple aspects like data collect with
world data collection then they strongly generate decision (Ivanov and et.al., 2020). In this study
research epistemology is suitable because it provides idea from different areas.
Research Philosophy:
Positivism research philosophy is scientific data collocation and hypothetical research which makes
understanding with measurement of statics analysis (Kaushal and Srivastava, 2021). In this study its
useful approach because analysis of technological tools application for the solution of crises in
management require consideration and data of effective research.
Research Approach:
There are three type of research approaches inductive, deductive, abductive. In this research deductive
research is useful because it collects data from formulation of hypotheses analysis activity which
makes better understanding because it develops by application of testing and theories (Muşetescu and
Shayb, 2019) . So in this research researcher consider this research approach.
Research Design:
Quantitative research methods is one of the best approach it includes interview, questions, individual
reviews (Hammerschmidt and et.al., 2021). This method is useful because it collects information very
soon and different reviews and perceptions about different things which the impact on performance of
organization.
Pearson Education 2019 - Higher National Certificate/Diploma in Hospitality
Unit: 18 – Research Project 6

HND Hospitality Management Research Project
Population and sample:
Collection of research with proper identification of people number that this group of people provide
information and researcher can easily determine and collect data from particular age of people, regular
customers.
Data gathering and analysis:
Collection of data easily profound by questionnaires because it’s easier methods and experts can build
require question and ask to target audience and regular clients those have idea and information about
which services influence performance of business (Turnbull, Chugh and Luck, 2021).
Section Four
Activities and timescale (Gantt Chart)
Tasks 1 2 3 4 5 6 7 8 9 10
Choice of the topic and basic research
Completing the research proposal form
Approval of the research proposal form
Preparation of the questionnaire
Data collection
Data analysis
Data presentation
Making recommendations
Meeting with supervisor
Necessary changes and improvements
Completion of research project
Presentation of finished research project
Section Five
Cost (Budget)
Cost Description Amount
Stationery £450
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Transport £150
Internet and telephone £50
Technical software £160
Other resources £80
Section Six – To be completed by Lecturer/Supervisor
Supervisor Approval and Comment
Milestone one:
Target date (set by tutor):
Milestone two:
Target date (set by Tutor):
Comments:
I confirm that the project is not work that has been or will be submitted for another
qualification and is appropriate
Approved
Not Approved
Name: Date:
References
Aghaei, M., GhasemianSahebi, A. and Kordheydari, R., 2021. The effect of COVID-19 on marketing
innovations and corporate social responsibility (case study: active companies in food
industry). International Journal on Customer Relations. 8(2). pp.15-26.
Crespí-Cladera, R., Martín-Oliver, A. and Pascual-Fuster, B., 2021. Financial distress in the hospitality
industry during the Covid-19 disaster. Tourism Management. 85. p.104301.
Crespí-Cladera, R., Martín-Oliver, A. and Pascual-Fuster, B., 2021. Financial distress in the hospitality
industry during the Covid-19 disaster. Tourism Management. 85. p.104301.
Dwiedienawati, D., and et.al., 2021. Determinants of perceived effectiveness in crisis management and
company reputation during the COVID-19 pandemic. Cogent Business & Management. 8(1).
p.1912523.
Farmaki, A., 2021. Memory and forgetfulness in tourism crisis research. Tourism management. 83.
p.104210.
Hammerschmidt, J., and et.al., 2021. Professional football clubs and empirical evidence from the COVID-19
crisis: Time for sport entrepreneurship?. Technological Forecasting and Social Change. 165.
p.120572.
Pearson Education 2019 - Higher National Certificate/Diploma in Hospitality
Unit: 18 – Research Project 8

HND Hospitality Management Research Project
Ivanov, S.H. and et.al., 2020. Biosecurity, crisis management, automation technologies and economic
performance of travel, tourism and hospitality companies–A conceptual framework. Tourism
Economics. p.1354816620946541.
Kaushal, V. and Srivastava, S., 2021. Hospitality and tourism industry amid COVID-19 pandemic:
Perspectives on challenges and learnings from India. International Journal of Hospitality
Management. 92. p.102707.
Madeira, A., Palrão, T. and Mendes, A. S., 2021. The Impact of Pandemic Crisis on the Restaurant
Business. Sustainability. 13(1). p.40.
Mayer, M., and et.al., 2021. Media discourses about a superspreader destination: How mismanagement of
Covid-19 triggers debates about sustainability and geopolitics. Annals of Tourism Research. 91.
p.103278.
Muşetescu, R. C. and Shayb, H. A., 2019. Exploring the concept of crisis in businesses: a critical step in the
formulation and implementation of crisis management. In Proceedings of the International Conference
on Business Excellence (Vol. 13, No. 1, pp. 962-968).
Sechser, T.S., Narang, N. and Talmadge, C., 2019. Emerging technologies and strategic stability in
peacetime, crisis, and war. Journal of strategic studies, 42(6), pp.727-735.
Turnbull, D., Chugh, R. and Luck, J., 2021. Learning management systems: a review of the research
methodology literature in Australia and China. International Journal of Research & Method in
Education. 44(2). pp.164-178.
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