Hotel Receptionists’ Perspective on Crisis Management Preparedness and Practices in Select Hotels in Calapan City

Abstract

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.