The COVID-19 pandemic has not only had a significant impact on public health, but it has also severely affected the hotel industry. This study examines crisis management practices in the hotel industry in South Africa during the COVID-19 crisis. The time scope of the research concerns the second wave of the COVID-19 pandemic in the period from May 2021 to July 2021. The study employs the Importance-Performance Analysis framework to evaluate the use and importance that hoteliers assign to different crisis management practices. The analysis is based on a list of crisis management practices that belong to five categories: human resources, marketing, hotel maintenance, governmental assistance and innovation. Apart from seeking government support, the findings reveal that hotels have also embraced innovative strategies and cost-cutting activities to mitigate COVID impacts. However, considering the uniqueness of the COVID-19 crisis, these practices differ from other practices implemented during previous crises. Therefore, hotels should not rely on practices from other type of crises because crisis situations differ. Theoretical and practical implications are discussed.
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