Understanding the Challenges Faced by Hospitality Managers during COVID-19 Pandemic in Malaysia

Abstract

The COVID-19 pandemic severely hit the hospitality industry in Malaysia. The Malaysian government implemented restriction orders and preventative measures, which had impacted business operations. This study aims to explore the challenges faced by hospitality managers during the early phase of the COVID-19 in Malaysia. Using qualitative purposive sampling, researchers interviewed 12 managers from the hotel and restaurant sectors. Based on the content analysis, the respondents reported several challenges, including generating revenues, controlling costs, and managing the workforce. Findings contributed significantly to various stakeholders such as the Malaysian government and the hospitality providers. Limitations and future recommendations are discussed. Keywords: Hospitality; COVID-19; Malaysia; Pandemic eISSN: 2398-4287 © 2022. The Authors. Published for AMER ABRA cE-Bs by e-International Publishing House, Ltd., UK. This is an open access article under the CC BYNC-ND license (http://creativecommons.org/licenses/by-nc-nd/4.0/). Peer–review under responsibility of AMER (Association of Malaysian Environment-Behaviour Researchers), ABRA (Association of Behavioural Researchers on Asians/Africans/Arabians) and cE-Bs (Centre for Environment-Behaviour Studies), Faculty of Architecture, Planning & Surveying, Universiti Teknologi MARA, Malaysia. DOI: https://doi.org/10.21834/ebpj.v7i19.3213