THE ROLE OF HR IN CRISIS MANAGEMENT IN HANDLING THE IMPACT OF THE COVID-19 PANDEMIC CRISIS IN THE HOTEL INDUSTRY

Abstract

The COVID-19 pandemic has battered hoteliers all over the world since events worldwide continue to be canceled or postponed and hotel occupancy rates are drop. As many as 1,674 hotels throughout Indonesia were forced to close and affected the decrease in hotel revenue and income, and affected about 150,000 hotel employees. HR is considered a vital partner in crisis management because they understand the needs of employees and their role in the survival of the organization. This research is done to determine the influence of the role of HR in crisis management in handling the impact of the COVID-19 pandemic crisis in the hotel industry. The study utilized a qualitative research approach as main source of data collection strategy, and content analysis as data analysis strategy. Direct interviews with a purposive and snowball sampling method with relevant job positions at the three hotels were used to collect the data. General Manager (GM), HR Manager, and 3 (three) hotel staff from the three hotels in the city of Padang, West Sumatra were chosen as a sample of this research. This research finds that the role of HR in crisis management has influence in handling and reducing the impact of the COVID-19 pandemic crisis in three hotels in the city of Padang, West Sumatera, especially the role of HR as one of the top management units of the hotel in formulating hotel unit strategies and policies in crisis preparedness, crisis response, and business continuity plans for hotels. HR also plays a role in training programs for hotel employees in crisis readiness. The results also show that HR plays a major role in crisis communication where HR is the link between hotel management and hotel employees in crisis conditions that impact hotel employees due to the COVID-19 pandemic crisis. The researcher suggests exploring more in specific on the readiness of hotel crisis management by directly examining and analyzing the form of crisis management program of the hotel organization itself.