Crisis Management: From a Stage of Shock to Reassurance in the Hospitality Industry

Introduction

Crisis management is a significant school of philosophy of management that works with businesses, institutions, or the country at large in periods of major catastrophes (Pardeep & Clark, 2009). Research on this topic has been a popular issue since the start of COVID-19 (Zhao and Xu, 2020). The importance of tourism, particularly the hospitality industry, has really been plunged into a whirl as a consequence of this unexpected crisis. 150 Hilton hotels in China had been forced to close due to the COVID-19 pandemic (HNN, 2020; Walters et al., 2019). In the hotel and tourism industry, there seems to be paucity of studies conducted, particularly on how to cope in such a pandemic.

According to the World Health Organization (WHO) preliminary report on January 21, 2020 (WHO, 2020a), the WHO had to review its outbreak as an international health problem on January 31, 2020 (WHO, 2020b), to be declared an pandemic worldwide on March 11, 2020 (WHO, 2020c). In fair 2 calendar months, the main centre of the COVID-19 eruption heavily traveled from China to Italy, Spain and the United States and gradually covered the entire globe (Kumar & Gupta, 2021). During the first stages of COVID-19 which led to the pandemic that started in the month of January to the end of February, numerous holidaymaker place in Continent, where the Chinese appear to be prominent tourists, established disaster management systems in the tourism sector in response to the pandemic. The road to hospitality corporation towards planning has grown significantly over time as the pandemic spreads around the world, and difficulty administration plan of action need to be developed and concluded in certain time period. Preceding research on problem management strategies (Israel, 2007; Israel and Reichel, 2003; Israel et al., 2011) and pandemic problems (Lee, 2009; Wan, 2013) focused on a specific period (Israel, 2007; Israel and Reichel, 2003; Israel et al., 2011). As a result, the research space should be filled by conducting consistent research during a crisis situation in order to address the research challenge of what problem-solving procedures should be used from time to time during a crisis. An unexpected emergency situation. Although several surveys have identified them as business enterprise problems (Backer and Ritchie, 2017; Ritchie and Jiang, 2019), to the highest degree former studies have focused on disaster risk management, preparation (Hilliard et al., 2011; Novelli et al., 2018).

Disaster management refers to something like the hotel's ability to cope with a disaster when it happens (Israel et al., 2011). At the same time, it often provides businesses with tools to prevent local and global catastrophe (Benaben et al., 2016). Tse et al. (2006) created a list that classifies problems into multiple clauses. They believe that external problems are caused by the environment and the environment, rather than by the internal factory. Disasters can occur as a result of natural disasters or by man-made actions-for example - bacteria, tsunamis, floods, and other natural disasters. Depending on the level of organizational responsibility, natural disasters, technological error risks, and human error risks, there are three types of potential disasters (Kumar & Malhotra, 2021).