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

Giousmpasoglou, C., Marinakou, E. and Zopiatis, A., 2021. The general managers’ role in luxury hotels, during the COVID-19 pandemic: evidence from 45 countries. In: EuroCHRIE 2021, 27-30 September 2021, Aalborg, Denmark. (In Press)

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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.

Item Type:Conference or Workshop Item (Paper)
Uncontrolled Keywords:General Managers; Luxury Hotels; Crisis Management; Resilience; COVID-19
Group:Faculty of Science & Technology
ID Code:35434
Deposited By: Unnamed user with email symplectic@symplectic
Deposited On:26 Apr 2021 13:38
Last Modified:01 Oct 2021 01:08

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