The general managers’ role in luxury hotels, during the COVID-19 pandemic: evidence from 45 countries.

Abstract

The vulnerability of the tourism industry to natural catastrophes and pandemics is well documented, with scholars emphasizing the critical role of crisis management. Several approaches have been proposed focusing on the strategic macro-level perspective at the destination. In contrast, little has been written about the micro-level operational aspects at the establishment level and the role of general managers (GMs). This study espouses that GMs’ knowledge, skills and abilities, fortified by their vast experience and resilience, are all vital to the survival of the business in times of crisis; it therefore seeks to explore the role GMs can play in mitigating the effects of the COVID-19 pandemic on the luxury hotel sector. Fifty semi-structured interviews were conducted online with GMs from 45 countries. Our findings, of interest to industry stakeholders, can enhance conceptual capital in this emerging field, and provide suggestions on how to reboot the sector on a global scale.