Given the increasing number of travel restrictions, the COVID-19 outbreak has dealt a crippling blow to the hotel industry, and the crisis management practices supporting the industry needs are changing as the pandemic continues. This study aims to compare how the hotel industry has responded to this crisis at the initial stage and the pandemic stage.,Data were collected from hotel managers in Macau in two occasions, namely, early February and early April 2020. Importance-usage-performance analysis was conducted to classify six categories of practices (pricing, marketing, maintenance, human resources, government assistance and epidemic prevention) into four executable crisis management strategies (priority, maintain, low priority and possible overkill) for each stage. Follow-up in-person interviews were conducted to validate the results of the study.,In the initial stage, priority strategies should be applied in all epidemic prevention, pricing and maintenance practices and in two governmental assistance and human resources practices. In the pandemic stage, all epidemic prevention practices remain at the priority quadrant, but two pricing practices are downgraded. Hotels tended to force labour into unpaid vacations (furlough) and postpone office and system maintenance. Governmental assistance should be at a low priority.,This study contributes to the knowledge of contingency planning for crisis management across crisis periods. It also demonstrates the processes of importance-usage-performance analysis for researchers to undertake further studies in tourism crisis management. Timely recommendations for governments and hotel industry stakeholders are provided to cope with this crisis.

中文翻译：

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比较酒店行业危机管理实践在COVID-19的初始阶段和大流行阶段之间的比较

鉴于旅行限制的数量不断增加，COVID-19爆发给酒店业造成了沉重打击，随着大流行的继续，支持行业需求的危机管理方法也在发生变化。这项研究旨在比较酒店行业在初始阶段和大流行阶段对危机的应对方式。数据是从2020年2月初和2020年4月初两次从澳门的酒店管理者那里收集的。进行了分析，将六个类别的实践（定价，营销，维护，人力资源，政府援助和防疫）划分为每个阶段的四个可执行的危机管理策略（优先级，维护，低优先级和可能的过大杀伤力）。进行了后续的面对面访谈，以验证研究结果。在初始阶段，应将优先策略应用于所有的流行病预防，定价和维护实践以及两个政府援助和人力资源实践。在大流行阶段，所有的流行病预防措施都保持在优先象限，但两种定价措施被降级。旅馆趋向于强迫劳动进入无薪休假（休假）并推迟办公室和系统维护。政府援助应放在低优先级。本研究有助于跨危机时期的危机管理应急计划知识。它还演示了重要性-使用-绩效分析的过程，供研究人员进行旅游危机管理的进一步研究。