COVID-19 and hospitality operations : what happened and what’s next?

Abstract: Unlike other global natural-, industrial- and intentional disasters of the past, if any impact was felt in South Africa, it was due to uncertainty within the tourism sector and guests being hesitant to travel. COVID-19 has had an economic and catastrophic impact on hospitality businesses, and particularly in the South African hospitality industry, resulting in changes in how the industry operates. Therefore, the purpose of this study was to investigate whether reactions to lockdown and the subsequent collapse of domestic and international travel should have been approached differently, and what hospitality leaders anticipate for the near future of the industry. The significance of the study is to highlight that better planning should have occurred to have reduced the negative impact of the disaster. Returned emailed qualitative questionnaires from hospitality industry partners provided insight into the weeks before lockdown. The results indicate that there was a contingency plan in place within the larger hospitality operations but the timing was too short to allow adequate implementation. Smaller operations have been the most affected, with losses of contracts, employee incomes, and positions. The economic effects on the operations will require months to resolve, with many smaller operators not being able to survive