Abstract
This report examines the impact of COVID-19 on hotel industries and their management adaptations through the example of an IHG brand hotel. By presenting and analyzing the hotel’s data of 2020, a trend of noticeable decrease in booking and room revenue can be found. This report also illustrates the hotel’s service improvement program, which is used to counter such decrease in its revenues.
Highlights
The impact of COVID-19 on the travel industry and related sectors can be described as catastrophic
The pandemic has been a major test for the hospitality industry, as the occupancy rate for traditional hotels has fallen below 20 percent and airline travel has reduced by 95 percent
Hotels in particular have suffered a tremendous loss from the pandemic, as an estimated 6.8 million hotel and related jobs are expected to disappear by the end of 2020
Summary
The impact of COVID-19 on the travel industry and related sectors can be described as catastrophic. Despite the changes COVID-19 had brought upon the hotel, all IHG hotels have been required to take additional precautions such as disinfecting rooms, requiring employees to wear masks, and providing individual meals for guests At this particular time, IHG’s service improvement plan, which was instituted during the epidemic, is worth mentioning. After each item is completed, the shift leader must sign and provide a brief description of how the issue was resolved Two weeks after these actions were implemented, another customer survey was conducted, and the results indicated that guest complaints at check-in decreased by 79% compared with the first data set collected. This Problem Improvement Program showed me how to resolve problems step by step, measure impact, collect data, and conduct an action plan; most importantly, it showed me how to implement a program and make it work consistently
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