Skip to content
Search

Latest Stories

Penn State researchers release crisis management guide for hotels

The document draws on research into responses from previous crises

IN ANY CRISIS, how businesses communicate with their employees and customers can be key to recovery, according to research from Penn State School of Hospitality Management. Using documentation from other crises in the past, the researchers compiled a guide that hotels can apply to their plans for handling the current COVID-19 pandemic.

A focus on safety, security and health in providing accurate and authentic communication to all stakeholders on an ongoing basis is the goal, according to "Crisis Response Insights from Academic Research: An Abbreviated, Annotated Bibliography of Hospitality Industry Responses to Modern Crises" by doctoral student Anqi Luo and Donna Quadri-Felitti, associate professor of hospitality management. Sensitivity and responsiveness to consumers’ states of mind, attention to employee well-being and government action and support also are important.


“As scholars at Penn State, we seek to be of service to our communities, whether local, regional, national, or global,” Quadri-Felitti said. “As experts in the industry, we not only prepare our students for the profession, but we provide insights to support the industry at all times, but especially in times of crisis.”

For insight on how hotels handle a crisis, the researchers studied hotels’ responses to the East Coast blackout of 2003. That research showed that guests’ expectations of service remained high even during a crisis and being prepared to maintain service quality in unexpected situations could be a competitive advantage.

“Hotel managers found themselves scrambling to serve guests overnight in darkened hotels, many of which did not have running water, let alone expected amenities,” the report says. “Despite these challenges, hoteliers in a post-blackout survey reported that their staff members were up to the task of continuing to provide hospitality for their guests—often by devising creative processes for check-in and checkout, food service, etc. For their part, guests were mostly understanding about the power failure and appreciated hotel employees’ continued efforts.”

Quadri-Felitti will host a free webinar, "Past Lessons & Future Pivots – the Food & Beverage Perspective," at 11:30 a.m. on July 14. Register here.

In April, hotel marketing software company NextGuest released its own an eBook of tips to help hotels plan a way through the economic crisis.

More for you

હન્ટર કોન્ફરન્સ 2025: નવું સ્થળ, આર્થિક ચર્ચા

હંટર હોટેલ કોન્ફરન્સે મોટા પગલાની જાહેરાત કરી

હન્ટર હોટેલ ઇન્વેસ્ટમેન્ટ કોન્ફરન્સે આ અઠવાડિયે તેની 2025 મીટિંગની શરૂઆત એવા સમાચાર સાથે કરી હતી કે તે આવતા વર્ષે નવા સ્થાને જશે. ઉપરાંત, કોન્ફરન્સમાં વક્તાઓએ યુ.એસ.ની અર્થવ્યવસ્થાને અસર કરતી વર્તમાન અશાંતિ અંગે તેમના મંતવ્યો આપ્યા હતા.

આ વર્ષની કોન્ફરન્સની થીમ હતી “એલિવેટ યોર ગેમ,”, કોન્ફરન્સ ચેરમેન અને પ્રાયોજક હન્ટર હોટેલ એડવાઈઝર્સના સીઓઓ લી હન્ટરે ડાઉનટાઉન એટલાન્ટામાં મેરિયોટ માર્ક્વિસ હોટેલ ખાતે મંગળવારે તેમની શરૂઆતની ટિપ્પણીઓમાં જણાવ્યું હતું. કોન્ફરન્સમાં 2,200 થી વધુ લોકોએ હાજરી આપી હતી.

Keep ReadingShow less
AAHOACON25 ન્યૂ ઓર્લિયન્સમાં 15-17 એપ્રિલ 2025 દરમિયાન યોજાશે

AAHOACON25 ન્યૂ ઓર્લિયન્સમાં 15-17 એપ્રિલ દરમિયાન યોજાશે

AAHOA 2025 AAHOA કન્વેન્શન એન્ડ ટ્રેડ શો માટે તૈયારી કરી રહ્યું છે, જે 15 થી 17 એપ્રિલના રોજ ન્યૂ ઓર્લિયન્સમાં નક્કી કરવામાં આવ્યું છે. "નવા વિચારો, નવી તકો, ન્યુ ઓર્લિયન્સ" થીમ આધારિત આ ઇવેન્ટમાં ત્રણ દિવસનું શિક્ષણ, નેટવર્કિંગ અને ટ્રેડ શો છે.

આધ્યાત્મિક નેતા ગુરુદેવ શ્રી શ્રી રવિશંકર AAHOACON25 ના જનરલ સેશનમાં મુખ્ય વક્તા હશે, એમ AAHOA એ એક નિવેદનમાં જણાવ્યું છે.

Keep ReadingShow less
David Wahba, Stonebridge Cos. VP of Sales, at a luxury resort property in 2025
Photo credit: Stonebridge Cos.

Wahba is Stonebridge’s VP of sales luxury, lifestyle

David Wahba to Lead Stonebridge’s Luxury Sales Strategy

David Wahba is now vice president of sales for luxury, lifestyle and resort properties at Stonebridge Cos. In this role, he will oversee sales strategy for the company’s luxury portfolio.

Wahba brings more than 25 years of hospitality experience, Stonebridge said in a statement.

Keep ReadingShow less
G6 Hospitality CEO Sonal Sinha at franchisee meeting discussing Motel 6 and Studio 6 growth in 2025
Photo credit: G6 Hospitality

G6 Hospitality plans nationwide franchisee engagement

G6 Hospitality’s 2025 Franchisee Meetings Drive Collaboration

G6 HOSPITALITY, PARENT company of Motel 6 and Studio 6, aims to hold more than 15 franchisee meetings nationwide as part of its franchisee engagement initiative. The company began the initiative earlier this year and plans to hold one meeting in each region before year-end.

The company engages owners to strengthen relationships and gather insights for growth, G6 said in a statement.

Keep ReadingShow less