The COVID-19 pandemic has severely affected the hospitality industry. Many have treated the crisis as a temporary shock. However, there are those who see it as a turning point. Treating the hospitality industry as a complex adaptive system, this research uses the organizational resilience framework to investigate how hospitality organizations responded to the crisis. A mixed methods approach was employed, and two studies were conducted. A sample of managers from Omani hotels were interviewed and a content analysis was performed on the websites and annual reports of a sample of international hotel brands. The results revealed that the Omani industry’s response was mostly limited to coping, whereas the international industry was active in anticipating, coping, and adapting to the pandemic. Strong support is provided for the notion of the pandemic as a turning point. An action framework has been developed to support firms in keeping pace with the industry's evolution.

COVID-19 大流行严重影响了酒店业。许多人将这场危机视为暂时的冲击。然而，有些人认为这是一个转折点。本研究将酒店业视为一个复杂的适应性系统，使用组织弹性框架来调查酒店组织如何应对危机。采用混合方法，并进行了两项研究。采访了来自阿曼酒店的经理样本，并对国际酒店品牌样本的网站和年度报告进行了内容分析。结果显示，阿曼工业的反应主要限于应对，而国际工业则积极预测、应对和适应这一流行病。大流行病作为转折点的观点得到了强有力的支持。已经制定了一个行动框架来支持公司跟上行业的发展步伐。