ABSTRACT

Heretofore, hotels have experienced different disasters in various places; and the effects have proven the vulnerability of the hospitality industry and the importance of disaster preparedness. Although studies in the field of hotels and disasters have shown the ill-preparedness to the extent that the hoteliers were shocked by the disasters, none of them have considered a framework to measure the disaster preparedness, and the differences in this industry. Therefore, an index-based approach was proposed by a systematic review on the disasters’ effects on the hotels to measure the disaster preparedness. Findings obtained from the hotels located in Tehran suggested that the preparedness measures among the star hotels can be classified into three classes; measures taken by all the hotels, measures refused by all the hotels, and measures that are different among them. Results confirmed a correlation between the hotels’ preparedness and their quality rate. In this regard, financial resources, human resources, management approaches, hotels’ facilities, and structure were among the main reasons for the differences existing between the hotels. The lack of crisis management knowledge, risk perception, and priority for preparedness against the disasters were determined as the factors that must be considered in the disaster plans for hotels.

摘要

迄今为止，酒店在各地都经历了不同的灾难；其影响证明了酒店业的脆弱性和备灾的重要性。尽管在酒店和灾害领域的研究表明，酒店经营者在灾难面前准备不充分，但他们都没有考虑过衡量灾害准备的框架，以及该行业的差异。因此，通过系统回顾灾害对酒店的影响，提出了一种基于指数的方法来衡量灾害准备情况。从位于德黑兰的酒店获得的调查结果表明，星级酒店的准备措施可以分为三类：所有酒店采取的措施，所有酒店拒绝的措施，以及它们之间不同的措施。结果证实了酒店的准备情况与其质量率之间存在相关性。在这方面，财务资源、人力资源、管理方法、酒店设施和结构是造成酒店之间存在差异的主要原因。缺乏危机管理知识、风险感知和防灾优先级被确定为酒店灾难计划中必须考虑的因素。