The Importance of Managing Crisis in the Hospitality Sector in UK

This research project examines the critical role of crisis management within the UK hospitality industry, with a specific focus on Hotel Brooklyn. The study explores the importance of crisis management, its impact on business performance, and the connection between crisis management and the hospitality sector. The project includes an introduction outlining the research aims, objectives, and questions, followed by a critical literature review that establishes a foundation for understanding crisis management. The research methodology includes secondary data analysis from articles and books. The analysis section presents findings using frequency distribution tables and data interpretation. The project also includes a critical appraisal, recommendations, and conclusions. The research highlights the need for effective crisis management strategies to mitigate risks and ensure business continuity, especially in the face of events like the COVID-19 pandemic. The project investigates the challenges faced by Hotel Brooklyn and the strategies used to manage crises, providing insights into the practical application of crisis management principles within the industry.

Research Project
(The importance of managing crisis in the
hospitality sector)

ABSTRACT
The main idea of conducting the present research is to understand the role of crisis
management mainly in the hospitality industry in UK. With the help of this study, better
understanding can be built about the role of crisis management on business performance of the
chosen hotel. As it can also be seen that there is a connection between crisis management and the
hospitality sector. That connection will also be outlined in the study. Furthermore, the crisis
management in the hospitality must be managed for numerous reasons for instance for properly
managing resources and various strategies for the development of the plans.

ACKNOWLEDGEMENT
I am grateful to get the chance for conducting this research to improve my knowledge in
relation to the chosen topic that is understand the importance of managing crisis in the hospitality
industry of UK. I would like to thanks all my instructors, mentors and seniors as they helped me
in this whole study. In order to carry out the research carrying out the research and they have
provided proper guidance and support in the research in an effective manner. Along with it, I
would also like to present my gratitude to my family and friends as they supported me. With the
help of their guidance and inspiration, I got the self-confidence in relation of completing the
research.

LIST OF TABLE
Table 1: Does crisis management plays a very important role in improving the business
performance within the UK hospitality industry...........................................................................16
Table 2: Role of crisis management in improving performance of business in the UK hospitality
industry..........................................................................................................................................17
Table 3: The challenges faced by Hotel Brooklyn in managing the crisis....................................18
Table 4: The strategies that Hotel Brooklyn uses for mitigating the risk of crisis within the UK
hospitality sector............................................................................................................................19
Table 5: Do these strategies are helpful for Hotel Brooklyn in mitigating the risk of crisis
effectively......................................................................................................................................20

LIST OF FIGURES
Figure 1:Managing The Crisis: A Brief Guide On Crisis Management........................................10
Figure 2: CRISIS AVERTED: WHY HAVING A CRISIS-MANAGEMENT PLAN IN PLACE
IS CRUCIAL FOR HOTELS........................................................................................................11
Figure 3: Crisis Management in Hotel Industrys...........................................................................12
Figure 4: The strategies that Hotel Brooklyn uses for mitigating the risk of crisis within the UK
hospitality sector............................................................................................................................20
Figure 5: Do these strategies are helpful for Hotel Brooklyn in mitigating the risk of crisis
effectively......................................................................................................................................22

Table of Contents
ABSTRACT.....................................................................................................................................2
ACKNOWLEDGEMENT...............................................................................................................3
LIST OF TABLE.............................................................................................................................4
LIST OF FIGURES.........................................................................................................................5
Chapter 1: Introduction....................................................................................................................7
Overview about the topic........................................................................................................7
Research aim, objectives and questions.................................................................................7
Research questions...........................................................................................................................7
Research rationale..................................................................................................................8
Chapter 2- Critical literature Review...............................................................................................9
To develop basic understanding about the crisis management in relation to the hospitality
industry in UK........................................................................................................................9
To determine the concern of the crisis management on business performance of Hotel
Brooklyn...............................................................................................................................10
To determine the connection between crisis management and the hospitality sector..........11
Chapter 3: Research Methodology.................................................................................................13
Chapter 4: Analysis and Findings..................................................................................................15
Frequency distribution table.................................................................................................15
Data interpretation................................................................................................................16
Chapter 5: A Critical Appraisal, Recommendations & Suggestions for Further Work.................23
Chapter 6: Conclusions..................................................................................................................25
Own Performance Reflection on the Research Process.................................................................26
References......................................................................................................................................27
APPENDIX....................................................................................................................................28
Questionnaire........................................................................................................................28

Chapter 1: Introduction
As per the market situations the crisis management planning is considered to be the main
duty of the company and its management. It is correct to say that the pandemic has brought
various issues which were resolved by making use of effective crisis management and its plan. In
that process a crisis management team will carry out the actions which will be based on the
current events and focusing on reducing the negative aspects. That is why it is required to detect
the early signs of the crisis so that the impact of the crisis can be assessed.
Overview about the topic
The crisis management in the hospitality must be managed for various reasons such as for
using resources and various strategies for the development of the plans. It is connected with
strategic preparation and the main impact of the crisis in any company leads to impact its image,
capability and reputation. In order to get rid of such issues most of the people must be aware
about the concept of the crisis management. That is why the staff and the management should be
aware about the issues as it has the power to impact the profitability of the business. In relation
to the study, Hotel Brooklyn is selected for the present study and it is located in the middle of the
Portland Street. Along with it, it will highlight the role of managing crisis management plan.
While the research will be utilised by various people who are concerning over the crisis
management of the chosen hotel.
Research aim, objectives and questions
Research Aim
To examine the importance of managing crisis in the hospitality industry of UK”. A study on
Hotel Brooklyn.
Research Objectives
 To develop basic understanding about the crisis management in relation to the hospitality
industry in UK.
 To determine the concern of the crisis management on business performance of Hotel
Brooklyn.
 To determine the connection between crisis management and the hospitality sector.
Research questions
 What do you mean by crisis management in relation to the hospitality industry in UK?

 Explain the concern of crisis management on business performance of Hotel Brooklyn?
 What is connection between crisis management and the hospitality sector?
Research rationale
The main reason behind choosing this topic is to understand the in depth knowledge about the
role of crisis management. It can be seen that the Covid-19 has brought major issues in the
hospitality industry which was reduced by implementing the crisis management in the
companies. Along with it, in context to personal viewpoint the particular research has allowed
me to analyse myself with numerous skills.

Chapter 2- Critical literature Review
The term literature review is defined as a summarised information which is projected in relation
to the particular topic in a comprehensive manner. It is known to support the researcher in order
to gather the information from various sources. With the aim of getting in depth knowledge
about the topic for conducting the future research. With the help of knowledge, the research will
be conducted in a more actual and an appropriate manner.
To develop basic understanding about the crisis management in relation to the hospitality
industry in UK.
As stated by Brandebo (2020), the concept of crisis management is defined as the ways and
series of action which must be taken by the companies during the time of crisis. The crisis leads
to impact the image of the company and in order to manage that proper plan will be required.
Most of the businesses have faced the crisis situations and that is the main reason the company
should identify the impact of crises as it has the power to impact the company. It is also
described as the procedure of mending for and coming through any concerned or unexpected
crisis situations that impact the hotel, its clients, professional, management, investors and
proceeds. Thus, the term crisis management is considered to be significant element in the
business performance of the companies. The ultimate goal of the crisis management is to manage
the events with the purpose of reducing the risks. Furthermore, for that multiple teams can exist
and with the aim of successfully diffusing the crisis the company must have information about
the ways to handle crisis. The main step is to determine the type of crisis by understanding its
signs. Then the company must plan in relation to that crisis so that the issues will be addressed.
Then it is the duty of the employees to get along properly with the changes in the company.
Further, the company targets to keep the employees trained so that they will be having
information about dealing with the crisis situation. It can also be seen that such companies which
do not learn from their past mistakes then they will be able to experience severe issues in the
future. The company must identify and rectify the past mistakes related to the crisis and in that
management should support in bringing improvement in the communication.

Figure 1:Managing The Crisis: A Brief Guide On Crisis Management
To determine the concern of the crisis management on business performance of Hotel Brooklyn
According to Saroj and Pal (2020), crisis management is the strategy which has a major
impact on the level of performance in the chosen company. As the situation of crisis can take
place out of nowhere and comes with no warning. With the help of crisis management, the
chosen company is able to build its resources which are utilised by the company. As there are
some threats which are present in the market so, it is essential to identify the potential threats.
The concept of crisis management has allowed to promote the culture of communication. It has
led to elevate the level of performance of the chosen company. Due to which the morale of the
company has also improved and the employees also feel protected in relation to their future. So,
the chosen company has pinpointed the risks and made a plan which had all level of alertness.
Due to which the company was able to set a clear chain of command to deal with the crisis
situation. Furthermore, the company has always made sure to anticipate the level of crises so that
better security can be provided and involved. The company has also kept align its tasks with the
external teams in order to deliver and perform better in the market. Hotel Brooklyn plans in order
to deal with guests, staff and the people associated with the operations during any crisis.

Figure 2: CRISIS AVERTED: WHY HAVING A CRISIS-MANAGEMENT PLAN IN PLACE IS
CRUCIAL FOR HOTELS
To determine the connection between crisis management and the hospitality sector
In the opinion of Berbekova, Uysal and Assaf, (2021), there is a direct link between the
crisis management and the hospitality sector. It can be seen that the hospitality industry has
numerous situations that take place due to crisis. The hospitality industry is one of the complex
and it is also prone to various crisis events. In that process the crisis management has brought
positive impression in making efforts at the company to deal with crisis. The crisis can be a
natural disaster, man-made situation or anything like pandemic. That is why, all the companies
which are involved in the hospitality industry are required to consider about different factors.
Factors which are present in the external environment and due to such unforeseen event for
example Covid-19 has brought some major loss for the mankind globally. So, it can be said that
there is a direct linking between crisis management and the hospitality sector. In relation to the
chosen company, the digital transformation needs combination of digital technology in all the
departments of the company. Such combination will support in reducing the negative impact of
the events and various types of situations can be handled in the future. Along with it, the crises
are the unavoidable part of the life which cannot be controlled at the initial stage. The chosen
company has properly communicated the detailed steps in order to handle the crisis. Due to
which the company was able to assign duties and predict the issues in advance on the basis of
market. For that the best example is the Covid-19, those companies which had the better crisis
management plan was able to survive better.

Figure 3: Crisis Management in Hotel Industrys