Hotel Receptionists’ Perspective on Crisis Management Preparedness and Practices in Select Hotels in Calapan City
DOI:
https://doi.org/10.54536/ajth.v2i1.2465Keywords:
Hotel Receptionist, Perspective, Crisis Management, Preparedness, Hospitality IndustryAbstract
Every business must be equipped with crisis management protocols and procedures to ensure the guests’ safety and experience. It includes management during typhoons, emergencies, natural disasters and data breaches, and the like. Hotel staff and personnel must be able to aid the needs of the guests in times of crisis and emergencies. To fulfill the gap, this research study aimed to determine the Hotel Receptionist’s Perception of Crisis Management Preparedness and Practices in selected hotels in Calapan City. A quantitative approach and descriptive-correlational were chosen as research design and method, to provide static pictures of situations as well as establish the relationship between different variables. To determine the perceptions of hotel receptionists, data was collected through a printed survey questionnaire form. The results revealed that Hotel receptionists are generally satisfied and aware of the crisis management preparedness of their hotels in treceptionists’ point of view, they are capable of practicing and imposing hotel management crises in terms of natural crises, civil conflicts, pandemics, and technology failures crises in terms of Natural crises, Civil Conflicts, Pandemics, and Technology Failures. It was also revealed that the Level of Crisis Management Preparedness and the Practices of Hotel Receptionists have a moderate relationship; indicating that the receptionists are required to have more awareness and continual practices concerning Crisis Management Preparedness to effectively cater to the probability of risk and hazard that can be situated in a Hotel Management. Thus, hotel receptionists and the management should try to use the researchers’ self-made infographic, containing ways how to be aware in preparing and practicing Hotel Management Crisis in terms of Natural Crises, Civil Conflicts, Pandemics, and Technology Failures. This would help them maintain continual knowledge and practices toward a more equitable and safer hotel environment and services.
References
Ahmad, R. A., & Ahmad, P. (2013). Emergency Preparedness for Disasters and Crises in the Hotel Industry. Sage Journal. https://doi.org/10.1177/2158244013505604
Alseetohy, O., & Marzouk, A. M. (2021). Factors Influencing Crisis Preparedness of the Tourism and Hospitality Industry in Egypt: Employees’ Perception. Journal of the Faculty of Tourism and Hotels-University of Sadat City, 5. https://mfth.journals.ekb.eg/article_206586_ecd7ed5b3474acfa3b1239a6b5348546.pdf
Bhatnagar, P. (2011). Importance and use of technology in today’s hospitality management. Retrieved from https://www.hotelogix.com/blog/2011/09/08/role-of-technology-and-internet-in-present-day-hotel-industry/
Bilic, I., & Pivcevic, S. (2017). Crisis Management in Hotel Business – Insights from Croatia. Researchgate. https://doi.org/10.22522/cmr20170225
Borthwick, T. (2022). The importance of an emergency response program. Retrieved from https://www.blackgolderp.com/the-importance-of-an-emergency-response-program/
Bundy, J., & Pfarrer, M. (2016). Crises and Crisis Management: Integration, Interpretation, and Research Development. SAGE Journals, 43(6). https://doi.org/10.1177/0149206316680030
Burton, L. (n.d.). Why a Visitor Management System is Important. Retrieved February 12, 2023, from www.swipedon.com website: https://www.swipedon.com/blog/why-a-visitor-management-system-is-impo
Calleja, M. T., & Espina, E. (2015). A Social Cognitive Approach to Disaster Preparedness. Philippine Journal of Psychology, 48(2), 161-174. https://www.pap.ph/assets/files/journals/a-social-cognitive-approach-to-disaster-preparedness.pdf
Davahli, M. R., Karwowski, W., Sonmez, S., & Apostolopoulos, Y. (2020). The hospitality industry in the face of the COVID-19 pandemic: Current topics and research methods. International journal of environmental research and public health, 17(20), 7366. https://doi.org/10.3390/ijerph17207366
Ghaderia, Z., & Hong, M. (2020). Crisis preparedness of hospitality managers: Evidence from Malaysia. Hospitality and Tourism Insight. https://www.emerald.com/insight/content/doi/10.1108/JHTI-10-2020-0199/full/html
Gocodes (2022). Benefits of managing and tracking office equipment. Retrieved from https://gocodes.com/managing-office-equipment/
Gossling, S., Scoot., D., & Hall, M. (2020). Pandemics, tourism, and global change: A rapid assessment of COVID-19.Journal of Sustainable Tourism, 29(1), 1–20. (Ahead of print). https://www.sciencedirect.com/science/article/pii/S0278431921000712
Hotelogix, (2021, June 18). Covid-19 Management in Hotels. Hospitalitynet. Retrieved from https://www.hospitalitynet.org/news/4104448.html
Harfield, C. (2020, September 8). Preparing for natural disasters in hospitality and tourism. Glion. Retrieved from https://www.glion.edu/magazine/preparing-natural-disasters-hospitality-tourism/
Japutra, A., & Situmorang, R. (2021, February 18). The repercussions and challenges of COVID-19 in the hotel industry: Potential strategies from a case study of Indonesia. International Journal of Hospitality Management. https://t.co/EGrLjOVPXr.
Kara, E., & Räisälä, M. (2015). Crisis Management in Hotel Business in Finland. Retrieved from https://www.theseus.fi/bitstream/handle/10024/102103/Kara_Evita-Raisala_Maaria.pdf?sequence=1
Kostakis, H., & Digkas, D. (2020). Crisis management in the Greek hotel industry in response to the COVID-19 pandemic. An International Journal of Tourism and Hospitality Research, 32, 2021, 80-92. https://doi.org/10.1080/13032917.2020.1850485
Kunkanja, M., Planinc, T., & Sekosik, M. (2020). Crisis Management Practices in Tourism SMEs During the Covid-19 Pandemic. Sciendo, 53, 346-347. https://doi.org/10.2478/orga-2020-0023
Lai, I., & Weng, J. (2020). Comparing crisis management practices in the hotel industry between the initial and pandemic stages of COVID-19. Emerald insight. https://www.emerald.com/insight/content/doi/10.1108/IJCHM-04-2020-0325/full/html
Lindell, M. K., & Perry, R. W. (2012). The protective action decision model: Theoretical modifications and additional evidence. Risk Analysis: An International Journal, 32(4), 616-632. https://doi.org/10.1111/j.1539-6924.2011.01647.x
Meyer, E. (2018, December 20). Crisis Management Best practices for facing the worst. Lodging. Retrieved from https://lodgingmagazine.com/
Ops, A. (2019, October 7). Why Office Emergency Training is Crucial for Front Desk Staff. Retrieved from The Original Visitor Management System website: https://thereceptionist.com/blog/does-your-front-desk-staff-need-emergency-response-training/?nab
Panda, I. (2020, June 19). Descriptive Correlational Design in Research. Retrieved from https://ivypanda.com/essays/descriptive-statistics-and-correlational-design/
Permatasari, M. G., & Mahyuni, L. P. (2022). Crisis management practices during the COVID-19 pandemic: The case of a newly-opened hotel in Bali. Journal of General Management, 47(3), 180-190. https://journals.sagepub.com/doi/10.1177/03063070211063717
Ruane, J. (2022, October 19). The Complete Guide to Business Crisis Management. Beekeeper. Retrieved from https://www.beekeeper.io/blog/what-is-crisis-management/
Samara, O. A. (2021, December 31). Mobile Technology. Retrieved from https://preparecenter.org/topic/mobile-technology/
The Receptionist (2022). The Unique Role the Front Desk Staff Can Play in Emergency Planning. Retrieved from https://thereceptionist.com/blog/does-your-front-desk-staff-need-emergency-response-training/?nab=0
Wut, T. M., Xu, J. B., & Wong, S. M. (2021). Crisis management research (1985–2020) in the hospitality and tourism industry: A review and research agenda. National Library of Medicine. https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9630659/
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2024 Emma Vida R. Liwanag, Kathy P. Maglalang, Gysavel A. Magbuhos, Therese Audrey A. Mercado, June Florence M. Timaan
This work is licensed under a Creative Commons Attribution 4.0 International License.