Abstract
Purpose – This research aims to analyze the application of cleanliness, health, safety, and environmental sustainability (CHSE) certification in the hotel business sector during the COVID-19 pandemic from the managers’ perspective. Methodology/Design/Approach – A qualitative research method was adopted and data were collected through in-depth interviews with 35 hotel managers. Six main themes were identified in the thematic analysis, including hotel business conditions during the COVID-19 pandemic, health conditions, cleanliness, safety measures and procedures, environmental sustainability practices, and perceptions of managers about CHSE certification. Findings – Results indicated that health protocol standards were the top priority of current management, followed by cleanliness and procedures to maintain guest and hotel employee safety. Originality of the research – This research provided theoretical implications regarding hotel business certification and standards during a pandemic, with cleanliness, health, safety, and environment being the top priorities. Operational implications showed that CHSE certification provided operational standards for the hotel industry during the pandemic and ensured guest safety and comfort. Based on these results, further research is recommended to obtain data from regulatory agencies that set certification policies, including the government, hotel guests, and hotel staff.
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