Role of Hotel Management Crisis in Covid-19 and Post-Covid-19 Period: A Case Study of Opatija Riviera Micro-Region in Croatia
Romina Alkier
Orcid profile, Vedran Milojica
Orcid profile and 
Published Online: Nov 17, 2023
Page range: 324 - 341
Received: Mar 28, 2023
Accepted: Sep 22, 2023
DOI: https://doi.org/10.2478/orga-2023-0022
Keywords
© 2023 Romina Alkier et al., published by Sciendo
This work is licensed under the Creative Commons Attribution-NonCommercial-NoDerivatives 4.0 International License.
Background/Purpose
Due to the COVID-19 pandemic, interest in studying crisis influences grew in the last three years since it significantly impacted tourism and hospitality. Observing adaptations and transformations in hotel business models is necessary for tourism and hospitality firms to remain successful and competitive. The purpose of this qualitative case study is to critically analyse crisis management processes and management decisions regarding changes and adaptations in strategies and business model innovations to facilitate recovery, resilience, and sustained growth of hotels in the Croatian micro-region Opatija Riviera in Covid-19 and post-Covid-19 period.
Method
Semi-structured interviews were conducted with hotel managers and tourism and hospitality consultants. The transcriptions were checked, and collected data was interpreted based on the narrative analysis. Thematic content analysis (TCA) was applied in the study.
Results
Hotels in Opatija Riviera adapt their crisis business models to ensure long-term and sustainable growth and development of hotels and the destination itself. The primary focus is increasing the quality of services and guest satisfaction, achieving competitiveness in the tourist market.
Conclusion
The paper includes an exploratory qualitative research study on the impact and consequences of Covid-19 on business and organisational changes in the hotel industry in the Opatija Riviera area, which will have a medium- and long-term impact on the design of resilience and sustainable growth policies. The disruption caused by the pandemic is also important for hotel managers and management from the point of view of introducing crisis management processes, the results of which can be seen in the protection of the well-being of guests, employees and the general reputation of hotels. Therefore, hotel management needs to emphasise the importance of identifying business strategies and practices in business strategies and thus form the basis for effective crisis management.