What Has the Hotel Sector Endured? A Systematic Review of Their Responses to the Global Crises
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Abstract
Background and Aim: During times of crisis and recovery, the hotel industry's resilience is essential to maintaining employment, tourism, and economic stability. Its resilience fosters long-term prosperity and community development by supporting regional companies and international travel infrastructure. This study reviewed the impact of COVID-19 on the Chinese hotel industry and focused on crisis management practices, exploring how crisis management strategies were implemented during the pandemic and providing recommendations for future crisis preparedness in the hotel sector.
Materials and Methods: The study adopted a systematic literature review from a chronological perspective, focusing on relevant concepts of crisis management and the application of these concepts in the hotel industry.
Results: The research also categorized the measures taken by stakeholders at the individual, organizational, and governmental levels. At the employee level, there was a focus on maintaining communication, reducing staff, and offering psychological support. On the organizational level, hotels implemented operational adjustments, such as adopting new technologies, and developed marketing strategies targeting local tourists. On the government level, policies such as financial support, tax relief, and domestic tourism promotion were critical for supporting the hotel industry through the crisis.
Conclusion: The findings highlight the importance of proactive crisis management planning and the need for continuous adaptation to unforeseen challenges.
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