(Re)acting to the COVID-19 Crisis in Hotels

Abstract

Aiming to provide an overview of the hospitality sector in Portugal amid the COVID-19 pandemic, in this chapter, the authors call on hotel managers and their perceptions to identify key dimensions and relevant crisis management practices within this unique setting. Supported by eight semi-structured interviews, it focuses on operations, human resources, and marketing, putting forward practical examples of the measures and changes introduced to create a safe environment for hotel guests and staff. Additionally, drawing from content analysis and the ensuing emerging categories, the chapter also provides relevant insights as to the most valued skills at this particular time. Standing out as key skills, adaptability, leadership, teamwork, and motivation are considered to be instrumental for businesses' sustainability and recovery, being the most valued by managers.