Technology Usage for Crisis Management in the Hospitality Industry

Abstract

Crises have negative effects on companies and lower demand for hospitality services worldwide. The purpose of this study was to determine how technology can be used by the hospitality industry to manage crises. A qualitative research methodology was used to assess the impact of crises in the hospitality industry. Purposive sampling was used to select 13 hospitality managers participants within Johannesburg and semi-structured interviews were conducted. Transcribed interviews were analysed using thematic analysis. Despite their lack of preparation for COVID-19, managers in the hospitality industry were able to effectively manage the effects well due to their knowledge, skills, and experience. Since there had never been a crisis like COVID-19 before, managers responded to it reactively and put plans in place to mitigate its impact. Furthermore, the research revealed that hospitality managers reduced their costs by laying off workers and temporarily closing businesses. Owners in the industry requested financial support from the government to maintain their operations and to introduce innovations. The management implications of this research will encourage a greater awareness of preparations for future pending crises. Owners of hospitality businesses will find this study helpful because it offers improved technical techniques and recovery preparations.

Keywords

• technology
• crisis management
• hospitality
• crises
• strategy implementation
• recovery strategies