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POST PANDEMIC HOSPITALITY RECOVERY

Post-Pandemic Hospitality Recovery -A Study of the Chinese Luxury Industry
Name
Institution

Author Note

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Literature Review
The literature review’s objective is to sift through the current literature on the nature of
the Chinese hospitality business, how it was affected by the pandemic, and how the industry
recovered post-pandemic. Additionally, the literature review chapter introduces the Chinese hotel
sector and details the incidents that occurred during the pandemic’s effects on the industry and
how it recovered from the pandemic’s severe repercussions.
2.1 Introduction
Chinese hotels have taken a significant hit since COVID-19 broke out, and the literature
study in the first section aims to find out why the COVID-19 pandemic happened and what can
be done to avoid it happening again. In the face of a weakening local economy and global
economic uncertainties, the hotel industry had a dismal year in 2019.
2.2 The Chinese Hotel Sector
2.2.1 The State Chinese Hotel Sector
The Chinese hotel industry is comprised of luxury goods, which include the products and
services provided by the hotel industry (Gil & Yan, 2020). Similar to assertions made by Gil and
Yan (2020), Yang et al.(2021) classified the hotel industry in China as a luxury sector that
contributes significantly to the country’s revenue. However, Yang et al.(2021) note a
considerable drop in spending per customer and lodging visits during the COVID-19 pandemic,
as opposed to the report documented by Gil and Yan (2020). Specifically, China’s hotel business
has grown at a breakneck pace, ranking third internationally (Gil & Yan, 2013). Hu et al.(2020)
affirm the latter by noting that the Chinese hotel supply exploded and caught up with travel
demand in the cheap hotel sector. Therefore, the Chinese hotel sector remains one of the largest
globally.

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According to Gallen (2020), the hotel industry is based on human mobility and
interaction. Valle (2020) also stated that interaction factors could significantly affect the
industry’s ability to recover. Hale (2020) initially noted that the variable nature of China’s hotel
sector would cause variations in responses to the pandemic, agreeing with Brouder (2020). Hadi,
Katrircioglu, & Adaoglu (2020) introduced the aspect of the hotel sector’s vulnerability to
recovery milestones. However, the capacity of the hotel and tourism industries to recover after a
fall necessitates several approaches, including consideration for stock markets (Zhang, Hu, & Ji,
2020; Ru, Yang, & Ji, 2020; Kizys, Tzouvanas & Donadelli, 2020). Because of the nature of the
hotel industry during the pandemic, it may face numerous challenges.

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2.2.2. The Chinese Hotel Sector During the Pandemic
The COVID-19 pandemic has greatly impacted the Chinese hotel sector. To affirm the
latter, qualitative study approach finding by Enger et al.(2020) predicts that by 2020, hotels will
be increasingly employing touchless checkouts via email and hotel applications and unique
touchless or non-contact cleaning procedures to improve profits. In a retrospective study, Hu et
al.(2020) also noted significant advancements in China’s hotels to increase its profits despite the
pandemic. Tellioglu (2021), on the other hand, contradicts Hu et al. (2020) and Enger et al.’s
(2020) conclusions by observing large drops in hotel company rates in the Chinese domain
following the COVID-19 pandemic. The losses in business rates could be ascribed to low turnout
due to the pandemic’s hygiene-related declines, as most tourists prefer clean circumstances
(Khan et al.,2021; Hu et al.,2021). Similar to Khan et al. (2021), Milovanovic (2021) highlighted
hygiene as a critical factor in hotel selection decision-making. It is worth noting that major
changes have occurred in the hotel industry’s operations in China prior to and after the COVID19 emergence.
Following the onset of the COVID-19 pandemic, several adjustments and important
developments in hotel operations and management have been documented in China (Hu et
al.,2020). Sarwari and Huq (2021) reported that occupancy rates of the hotels dropped
significantly owing to the effects of the pandemic, corroborating findings that were documented
by Hao, Xiao & Chon (2020), as indicated in Figure 3.1. Even though Hu et al. (2020)
documented decreased occupancy rates in the hotel sector, Zhang et al. (2020) conflict with the
latter by highlighting that only a few of the world’s wealthiest and most luxurious hotels saw
incomes remain flat or even climb slightly in 2020. In agreement with Hu et al.(2020), a
September 2020 research issued by STR, which employed online surveys to study the COVI-

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19pandemic effects, revealed that the COVID-19 emergence had a major influence on China’s
hotel industry. Shin & Kang (2020), however, after employing online experiments to study social
distancing, ascertained that the occupancy rate in Chinese hotels dropped by 89% by midJanuary 2020 due to such restrictions. According to Liu et al.(2021), the post-pandemic era has
resulted in a shift away from human labour toward “self-service” technology due to the
pandemic’s demands of social distancing. When it comes to the post-pandemic lodging
preferences of Chinese domestic travellers, Yang et al. (2021) provided a national overview,
which corroborated Crawford’s (2021) review of the health of China’s hotel market. Based on the
findings reported in the reviewed studies, it can be noted that the luxury hotel sector experienced
major occupancy declines owing to the COVID-19 pandemic.
Most hotels had issues during the Covid-19 outbreak due to information pollution and a
lack of crisis management expertise (Demir et al.,2021). In this regard, several popular tourist
sites and cultural institutions were forced to close (Bhuiyan et al., 2020). An online review
conducted by Baum and Hai (2020) which utilised a variety of databases, showed that visitors
attempted to reclaim payments linked with cancelled vacation plans owing to constraints,
quarantines, and social isolation throughout the process, which corresponded with findings
reported by Bhuiyan et al. (2020). However, according to Sigala (2020), potential visitors’
interest in tourism has grown as they look for alternatives to travel, such as virtual entertainment.
As a result, people turn to virtual platforms to fulfil their social needs, such as cultural
participation, by learning about new places, meeting new people, and exchanging ideas.

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Figure 3.1: China’s hotel industry occupancy shows the occupancy rates over the past few years,
with the COVID-19 having impacted the occupancy rates (Hao, Xiao & Chon, 2020).
Several hotel organisations in China have released financial accounts showing losses
extended into the first quarter, according to a survey conducted by Khan et al. (2021). Compared
to profit rates in 2019, Zhang et al. (2020) documented Jinjiang International’s net profit drop by
42.3% to a meagre 171 million Yuan in the first quarter of 2020. A 50 percent loss in operating
cash flow and an 80 percent drop in sales was reported by Wu (2020) for Dossen International
Group, corroborating previous assertions (Zhang et al.,2020). However, earlier studies
documented major hotel losses despite failure to indicate reasons for the losses (Wu, 2020;
Zhang et al.,2020). Such declines in hotel visits and occupancy are indicators of significant
losses caused to the hotel industry by the pandemic.

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Hotel losses can be linked to underperformance. In their assertions, Krishnan et al. (2021)
noted significant underperformance in the hotel industry, causing substantial shifts and sublets
post-pandemic. Agustina and Yosintha (2020) also reported similar findings to the latter by
documenting significant closure of the hotels globally with an occupancy rate of less than 15%,
which is an indicator of underperformance. However, in the study, aspects such as low
occupancy rates and pay cuts were the drivers of underperformance. The performance of hotels,
therefore, reduced significantly following the pandemic than before the emergence of the
pandemic. To accord to the latter, the PWC advisory (2020) report indicated a 40% closure of the
hotels in China and other Asia countries, with mainland China having instituted the shutdown as
early as January 2020. Arabadzhyan et al. (2021) affirm the latter by noting a significant drop by
74% of international tourism that caused a negative performance index in most luxurious hotels
in China. UNWTO (2021) also highlighted the simultaneous change in conditions in supply and
demand alongside travel bans that caused underperformance, unlike in previous studies where
occupancy reduction and pay cuts were considered the reasons for underperformance
(Arabadzhyan et al., 2021; Inoue et al., 2018 ). These losses were evident across many hotels in
China, suggesting the impact caused by the COVID-19 on hotel underperformance and the
concomitant reporting of revenue losses.

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2.2.3 Emergent Issues and Changes in the Chinese Hotel Industry
Milovanovic (2021) established that hotel guests increased dramatically during the
COVID-19 pandemic, contradicting prior findings by Khan et al. (2020) and Tellioglu (2021),
who reported very few hotel visits during the pandemic. Goh and Baum (2021) affirmed the
latter by highlighting that the hygienic considerations in light of the restrictions and guidelines
imposed by the COVID-19 pandemic could result in low hotel admission. Thus, recovery of
hotel operations during the pandemic is contingent on the hotels’ ability to adapt quickly and
innovate to remain productive and attract more visits.
The operations following the COVID-19 pandemic have also seen significant
modifications in the hotel sector compared to previous years. Moreover, service delivery
standards in quarantine hotels have changed to become contactless and virtual client interactions
(Zhang et al., 2020). To affirm the latter, a qualitative study conducted by Tussyadiah (2020),
which employed semi-structured interviews, revealed an increase in service automation and
client experience during the COVID-19 pandemic due to the use of robots artificial intelligence
in hotels. Similar findings were highlighted in a study conducted by Jiang and Wen (2020)that
utilised surveys, which showed the role of contactless operations in China’s hotels to safeguard
against the COVID-19 virus. According to earlier studies, customers currently prefer clean hotels
and are willing to pay a premium for a cleaner, hence offering a more disinfected
accommodation (Zemke et al., 2015; Zhang et al.,2021; Adim et al.,2020). As a result of the
pandemic, hotels’ plans and management practices for accommodating visitors shifted
significantly.

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2.3 Pandemic Related Challenges
2.3.1 Reduction in Hotel Visits
This section looks at how the pandemic affected and challenged the hospitality industry.
As a result of the pandemic, customers became more concerned about safety and sanitation,
impacting the number of hotel visits (Shin & Kang, 2020). The latter can be affirmed in a study
conducted by Pappas & Glyptou (2021) that utilised online surveys. The study showed that the
COVID-19 influenced visitors’ housing preferences, resulting in vacation rentals over ordinary
hotel rooms. Zhang et al.(2021) also noted a similar trend to those documented by Pappas &
Glyptou (2021), where the COVID-19 had a large impact on the shared housing marketing a
review that utilised several databases. Sharma et al.(2021) linked reduced hotel visits to the
reduction in household and business-related travel. Unlike in Sharma et al.(2021), assertions
where business travels caused hotel visits, a semi-structured interview study conducted by Rawal
et al.(2020) highlighted safety issues as the significant cause of reduction in hotel customers.
However, Zhang et al. (2021) conflicted with the latter by outlining contactless arrangements
related to checkouts via hotel apps and emails as the major causes that resulted in a reduction in
hotel visits. Therefore, people’s perceptions have shifted due to the pandemic, which is
influencing their purchasing decisions and hotel visits.

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2.3.2 Increased Cost of Hotel Maintenance and Modification
As a result of technological improvements, the hotel industry faces new challenges,
including cleanliness, hygiene, and safety problems as maintenance approaches (Pillai et al.,
2021). The hotel industry will not return to pre-COVID-19 levels until 2023 due to the
maintenance costs and modifications required for their operation (Krishnan et al.,2020; Great
China Report, 2021; Shi & Chan, 2020). The outbreak considerably impacted hotel occupancy
rates during the pandemic, suggesting significant changes in hotel occupancy in China. This
reduction in occupancy rates is particularly attributed to high maintenance rates and high hygiene
demands (Gandhi & Dube, 2021) ( Figure 3.2). The World Tourism Organization (2020) report
corroborate findings by Krishnan et al. (2020), noting that the tourism industry is undergoing a
catastrophic slump, which requires high maintenance of social distancing and hotel hygiene. The
WTO (2020) also affirmed the latter by outlining that such maintenance costs could make it
impossible to reintroduce capacity and infrastructure into the tourism supply chain following
their loss. The latter is especially true for economies that are more vulnerable, such as those in
lower-income groups. Therefore, maintenance costs and modification of hotel operations
continue to impact the luxurious hotel after the COVI-19 pandemic.
The health issue has had an enormous impact on China’s hotel industry, which was
among the first to suffer, according to an interview study conducted by Zhang et al. (2020). Shin
et al. (2021) contradicted the findings reported by Zhang et al. (2021) by highlighting the
cancellation of vacation plans and hotel reservations as factors that jeopardised hotel staff’
employment and financial stability. Zhang et al. (2020) also brought in the aspect of increased
demand for hotel renovation projects to have been halted due to labour and financial constraints,
impeding the growth of local hotel chains, conflicting the previous report’s reasons for hotel

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modification changes. Therefore, the value of hotel stock has plummeted considerably,
suggesting that the outbreak caused havoc on the market and profitability of the hotel business.

Figure 3.2: Estimated occupancy rates in the hotels’ sector in China, Canada and the US between
2019-2020 (Gandhi & Dube, 2021).
2.3.3 Adjusting to Post Pandemic Restrictions
Technology also played a role in providing services to customers, which forms an
adjustment strategy for hotels to the COVID-19 repercussions (Gursoy & Chi, 2020). The

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lockdown imposed by the Chinese government altered the way businesses in the hospitality
industry function, as new norms and COVID-19 requirements such as maintaining proper
hygiene and social distance limited the number of visitors that could be hosted in such
establishments (Breier et al.,2020). Milovanovic (2021) concurs with Breier et al. (2020) by
establishing that COVID-19 disruptions adversely impacted demand for hotel services and,
consequently, the financial stability of hotels. However, despite the mentioned effects, adjusting
to the effects of the pandemic requires varied strategies (Gössling et al.,2020). According to a
semi-structured interview qualitative study conducted by Kaushal and Srivastava (2021),
numerous hotels accommodated confined individuals and displaced medical personnel caring for
COVID patients. In light of the latter, Jiang & Wen (2020) and Wong et al. (2020) posit that
hotels now have a new responsibility to meet their guests’ emotional and physical requirements
and medical personnel who care for the COVID-19 patients. According to Jung et al.(2021), the
number of hotel employees decreased significantly while the number of staff placed on leave
increased significantly. Wang et al. (2015) affirmed the latter by noting that COVID-19 was a
substantial source of workplace stress due to its direct impact on job instability and employee
fear of infection. Therefore, such aspects must be considered as they form vital challenges
brought by the COVID-19 towards the hotel sector.
The amount payable to hotels also affects the hotel admission rates post-pandemic and
during the pandemic. According to a preliminary study, one-third of restaurant customers and a
fourth of hotel visitors are willing to pay more for enhanced protection (Zhang et al.,2020). In
addition to the latter, Gursoy et al. (2020) noted that visitors would foot the bill for additional
safety and sanitary procedures, as customers have come to expect them from hospitality
establishments. Jiang and Wen (2020) note that each of the safety precautions mentioned by

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Gursoy et al. (2020) were necessary and must be addressed and considered for customers willing
to pay for hotel costs. Moreover, Sarwari and Huq (2021) agree with Gursoy et al. (2020) that
without safety precautions, the hotels would not conform to customers’ demands in light of the
changes that hotels encountered as a result of the COVID-19 pandemic. These findings suggest
that in addition to travel bans and lockdowns, the hospitality industry changes are expected to
suffer losses due to social isolation and social alienation
2.3 Post-Pandemic Recovery
2.3.1 Hotel Innovation Strategies as a Recovery Model
The third section discusses post-pandemic recovery, including stakeholder participation
and the impact of policy on recovery. The global increase in COVID -19 occurrences has
demonstrated the financial impact on lodging facilities. The listing of numerous hotel chains has
eroded Real Estate Investment Trust shareholder (REIT) confidence, and REITs cannot pay
dividends because real estate components have been severely impacted (Krishnan et al., 2020).
Because of the operational challenges, now is an excellent time to purchase distressed hotel
assets as recovery strategies (Schaffer, 2020). Moreover, Cendyn (2020) highlighted various
strategies, including asset purchase by targeting visitors as a recovery modality for these hotels,
as demonstrated in Figure 3.3. Gursoy & Chi (2020) agree with the report documented by
Krishnan et al. (2020) by suggesting the involvement of investors in the hotel sector as a
mechanism of purchasing the hotel assets for recovery ability. As a result of the latter, Dai et al.(
2020) posit that luxury hotels are not always the first choice for restoring existing assets and
should be considered the first choice to recover the hotel sector post-pandemic.

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Figure 3.3: Recovery strategy for the China hotels, which entails a variety of strategies such as
creating awareness, investments, purchasing of assets and technological adoption (Cendyn,
2020).
For health and financial reasons, hotels have advised several departments (such as
reservations, accounting, and human resources) to allow employees to work from home during
the epidemic. This preference has, it turns out, persisted even after the pandemic (Kaushal &
Srivastova, 2020). As a result of the outbreak and subsequent investigations, hotels have
expanded their investments in technological systems, tools, and apps. According to Zeng et al.
(2020), robots are frequently used in the hospitality industry to do tasks such as moving luggage,
greeting guests, and cleaning rooms. Hao et al. (2020) contribute to the latter by highlighting
hotel sectors expectations to experience a digital shift that would see very high recovery rates. In
the authors’ opinion, a wide range of technologies, including personal control devices and mobile

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payment systems, will become more commonplace shortly (Hao, Xiao, & Chon, 2020). Sam et
al.(2020)agree with assertions made by Zeng et al. (2020) and Hao et al. (2020) by suggesting
the introduction of robot-technology hotels to labour-intensive hotels during COVID-19 to act as
recovery models for the industry. Tourism and hospitality businesses are now employing a wide
range of service robots with varying technical levels due to recent advances in artificial
intelligence and robotics (Adim et al.,2020; Enger et al.,2020). Even though there were
significant reductions in hotel visits, the employment of hotels as quarantine centres also
attracted several customers creating income (Teng et al., 2021; Jones & Comfort, 2020). The
latter indicates the role of technology in hotel recovery post-pandemic.
Technology adoption would propel the recovery process more rapidly. While the Chinese
hotel business appears to be on the mend for the long term, there are still roadblocks to overcome
(Hu et al.,2021). Several groups predicted that the hotel would do well in 2020, and they were
not wrong. Zhang et al. (2020) indicated that if the pandemic recurs in China, the OCC will fall
to around 3.5% in 2020. Nevertheless, the reduction could reach 5.5% upon technology adoption.
However, according to the China Hospitality Association (2020), OCC would see sales fall by
41.5% year on year in the second quarter of 2020, resulting in a revenue loss of 40 billion Yuan.
There will be a flurry of trade shows and business meetings in the third quarter of 2020 when
people return from the summer holidays. The latter suggests the role of technology adoption in
the recovery of China’s hotel sector post-pandemic.
2.3.2 Role of Government in Recovery
Governments at all levels must act quickly and collaboratively to mitigate the damage
they cause and aid the economy’s recovery post-pandemic (OECD, 2020). In the light of the
report by the OECD (2020), Teng et al.(2020) add that the COVID-19 pandemic caused the hotel

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industry to gain a unique opportunity to demonstrate its commitment to social responsibility. The
COVID-19 pandemic has therefore caused the hotel industry and government to demonstrate its
corporate social responsibility in public health by opening quarantine hotels. In this regard,
Krishnan et al. (2021) note that investors are pessimistic and putting significant investment in the
hotel sector as a recovery approach following the government’s directive. Singh & Kaushik
(2020) affirm the latter by highlighting that the government is advising hotels to take great care
to appeal to their guests, from gaining access to the food delivery area to offering work-and-stay
packages and publicising low rates to arranging simulated events. In response to the pandemic,
several hotels have already implemented a variety of adjustments as directed by the government,
such as cancellation rules, among other things (Shin & Kang, 2020; Sharma et al., 2020; Singh,
2020). Therefore, the government demonstrates key efforts to recover the hotel sector despite the
impacts caused by the COVID-19 pandemic. A description of the role of the government and the
key impacts of the pandemic have been highlighted in Appendix A, indicating a summary of how
such aspects impact China’s hotel industry and its recovery.
2.3.2 Technological Advances for Hotel Industry Recovery in China
Companies are expected to adopt substantial modifications to their activities and enhance
customer willingness to utilise their services (Gursoy & Chi, 2020). According to several clients,
in order to reduce the time people spend interacting with people in the pandemic, the
employment of technologies to provide services is vital (Gursoy et al., 2020). Since they keep
guests socially isolated while delivering a safe and hygienic service, self-service kiosk check-in
machines and fully automated hotel check-in systems (such as mobile keys) have grown in
popularity recently (Shin & Kang, 2020; Zhao et al., 2020). Many prominent hotels, such as
Marriott International, Hilton, and Hyatt 4, use new or improved technology (such as cleaning

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robots, electrostatic sprayers, and other similar equipment) to improve disinfection and hygiene
in their facilities (Garcia, 2020). According to Shin & Kang (2020), little steps to limit visitor
encounters and improve cleanliness have a positive impact on hotel booking intentions during
pandemics. Furthermore, due to the pandemic, hotels have made significant organisational
changes (Gursoy et al., 2020). Rather than focusing on new products or processes, organisational
innovations try to save costs and improve human resource management methods utilised by
hotels throughout the outbreak (Kilgore, 2020). Many hotel companies adopt cost-cutting
strategies such as layoffs and decreased remuneration to maintain their liquidity (Chaturvedi,
2020). Guillet & Tasci (2021) introduced the concept of co-branding as a model for hotel
industry recovery following the COVID-19 pandemic. Horwath HTL (2020) report highlights
that investors are conquering building projects that would renovate, reposition and improve the
hotel sector in China to restore it to its prime positions. Horwath HTL (2021) also highlighted
that domestic FIT was the strongest recovery approach for the diminished Chinese hotels. Such
approaches are key to the recovery of the hotel sector in China and should be integrated into the
recovery strategies for the industry.
2.5 Research Gaps
Several theories are employed to understand research objectives, such as the grounded
theory, inductive theory, importance-performance analysis (IPA), and the nascent theory. In the
hospitality business, IPA, the grounded theory and the inductive theory are now commonly used.
Before the pandemic, China’s hotel industry was prospering, boasting the world’s largest hotels
(Lai & Hitchcock, 2015). However, there has been little research into how the hotel sector in
China progressed before, during, and after the COVID-19 pandemic, which needs to be clarified.
Similarly, much research has been conducted on the issues associated with the pandemic.

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Nonetheless, a detailed examination of how these issues arose and how each of the challenges
impacted the hotel business is lacking and, as a result, needs to be clarified. Effective crisis
management solutions are becoming vital during the pandemic, as crisis management
methodologies supporting industrial needs evolve (Lai & Wong, 2020). The demand-driven
pricing hypothesis underpins revenue management, but in practice, due to the COVID-19
pandemic’s low demand, marketing strategies and business analytics are more important (Denizci
Guillet & Chu, 2021). Few articles have been written on the issue regarding the post-pandemic
recovery modalities, indicating a research need. The latter was identified as a result of the limited
investigation, which requires further investigation, thus, forming the research gap of the current
study.
2.6 Chapter Summary
This chapter provides a synthesis of the comprehensive literature review conducted for
this study, demonstrating the role of the COVID-19 pandemic on China’s hotel sectors, the
challenges the industry faced during the pandemic, and recovery models for the hotel industry
following the COVID-19 pandemic.
As a consequence of our study project, we hope to learn more about the hospitality
industry’s post-pandemic recovery, notably in China’s luxury hotel sector, and how the two issues
overlap. The hotel industry in China improved in performance and hotel visits after the COVID19 pandemic (Shin & Kang, 2020). In order to find trends in a large amount of data, the
researchers used semi-structured interviews. Theories can help fill in knowledge gaps about
luxury hotel recovery in China after the pandemic. One of the study’s main contributions is to
help the hotel industry recover from the outbreak by recommending several ways to help.

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The themes highlighted are similar to those reported in the hospitality and hotel business
during the pandemic, and they include post-pandemic profit losses, issues linked to hotel
management, and enhanced methods as recovery models for hotels. Tables 2.1 and 2.2
summarise the main points raised in the literature review based on the specified topics (Author,
2021).
Table 2.1: Sources of data that influenced China’s hotel sector and the challenges caused by
these sources (Author, 2021).
Influencing Factors

Data Sources

Internal

Challenges

Social media

Limited strategies for recovery

External
COVID-19

Customers data

Hotel management

Records of hotels

amid the pandemic

visits from the

models of hotels

hotels
Hotel consumer’s

Qualitative data

Government

Restrictions imposed by the

preferences

from studies

media sites

government affecting hotel
sustainability

Best recovery

Financial records

models

from hotels

Hotel
underperformance

Decreased hotel
visits

Public views

Limited hotel visits

Hotel workers

Tourism

Change in customer preferences

and staff

journals and

for hotel services

responses

websites

Delivery records

International

Modification by hotels towards

hotel records

accommodating new rules

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Table 2.2: Enablers, challenges and benefits of the hotel sectors recovery strategies amid
COVID-19 effects (Author, 2021).
Key Success Factors

Benefits

Challenges

COVID-19

Customers data

Integrating hotel

Increased profitability

Poor strategic planning and installation

recovery strategies post-

and recovery

could cause failure

Adapting to the new

Improves customer

Some demands may be challenging to

Hotel consumer’s

admission and meet’s

implement

preferences

their demand

Adjusting to guidelines

Reduces the risk of

Some restrictions and guidelines are strict

set by the health

disease contraction and

in that they affect the industry

protocols regarding the

enhances customer

substantially.

COVID-19 pandemic

safety, hence, attract

pandemic

more customers
Involving stakeholders

Enhances proper

and customers in

decision making to suit

decision making

people’s needs

regarding hotel activities
post-pandemic

Some decisions may be too demanding

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Appendices
Appendix A: Literature Review Table
Authors

Context

Methods

Discipline

Key Empirical
Contribution

Adim, C. V.,

Technological

Secondary

Finance and

Technology adoption

Amadi, A.F.S.,

adoption and

methodology

Management

was a remedy post-

& Konya, K. T.

innovation in

qualitative

pandemic owing to its

(2020).

Hotels

literature

accelerated influence

review

on service delivery
while ensuring social
distancing and
hygiene, unlike when
humans are involved.

Arabadzhyan,

Prices of hotels and

Secondary

Tourism

Hotel prices

A., Figini, P., &

risk premium

methodology

Research

significantly rose

Zirulia, L.

qualitative

amid the COVID-19

(2021).

Case study

pandemic due to the
modifications and
high maintenance
costs.

Baum, T. &

COVID-19 Impact

Secondary

Hospitality

COVID-19 greatly

POST PANDEMIC HOSPITALITY RECOVERY
Hai, T.N.

on Hotels

(2020).

methodology

32
management

impacted the tourism

qualitative

industry, tourism and

literature

human rights by

review

affecting the
occupancy levels in
the hotel and
international travel
schedules

Breier, M.,

Business innovation

Kallmuenzer,

role on hospitality

Secondary

A., Clauss, T.,

industry during the

methodology

the tourism industry,

Gast, J., Kraus,

pandemic

qualitative

such as the

Case study

employment of

S., & Tiberius,

Hospitality

Innovative business

management

strategies can reform

V. (2021).

technology and
adopting certain
measures.

Bhuiyan, M. A.

Sustainable tourism

Secondary

Hospitality

Tourism can be

H., Hassan, S.,

in the pandemic

methodology

management

developed to sustain

Darda, M. A., &

qualitative

the pandemic’s

Habib, M. W.

literature

impacts due to the

(2020).

review

pandemic’s effects on
the industry.

Brouder

Tourism

Secondary

Tourism and

The COVID-19

POST PANDEMIC HOSPITALITY RECOVERY
P.(2020).

33

transformation

methodology

Environment pandemic greatly

amid COVID-19

qualitative

impacted tourism in

pandemic

literature

that travel and

review

accommodation was
affected.

Cendyn, A.

Hotel recovery

Secondary

Tourism and

Several strategies,

(2020).

strategies

methodology

Hospitality

including technology

qualitative

adoption, could result

literature

in hotel recovery.

review

Authors

Context

Methods

Discipline

Key Empirical
Contribution

Chaturvedi, A.

Effects of the

Secondary

Hospitality

The pandemic greatly

(2020)

pandemic on hotel

methodology

impacted hotels’

workers

qualitative

financial capacity

literature

causing pay cuts due

review

to low occupancy and
high maintenance
costs.

China

Impact of the

Secondary

Hospitality

The pandemic greatly

Hospitality

pandemic on

methodology

and tourism

impacted hotels’

Association

lodging

qualitative

financial capacity and

POST PANDEMIC HOSPITALITY RECOVERY
(2020).

34

literature

the lodging industry

review

due to low occupancy
and hospital visits.

Dai, J. (2020).

China investment

Secondary

Hospitality

China has invested

in the hotel

methodology

and tourism

greatly in the Hotel

industry

qualitative

industry, with much

literature

of the capital

review

investment directed
towards hotel
innovation.

Demir, M.,

Impact of the

A qualitative

Demir, Ş. Ş.,

pandemic on hotels study

Dalgiç, A., &

involving

Ergen, F. D.

Interview

Tourism,

The impact of the

research and

pandemic on hotels

theory

was immense in that
occupancy rates and

(2021).

hotel accommodation
rates decreased.

Denizci Guillet,

Revenue

A qualitative

Hospitality

Revenue

B., & Chu, A.

management of

study

Management

management ranged

M. C. (2021).

hotels during

involving a

from pricing

COVID-19

Semi-

strategies to

structured

modelling demand.

interview
Authors

Context

Methods

Discipline

Key Empirical

POST PANDEMIC HOSPITALITY RECOVERY

35
Contribution

Crawford, M. A.

China’s hotel

Secondary

Hospitality

Management

(2021).

development

methodology

strategies to increase

qualitative

revenue are diverse

literature

post-pandemic,

review

which ensures a
greater recovery of
the industry.

Enger, W.,

China travel

Secondary

Logistics and

The travel restart can

Saxon, S., Suo,

restarts post-

methodology

Infrastructure

result in a major

P., & Yu, J.

COVID-19

qualitative

boost to the tourism

(2020).

pandemic.

literature

industry due to

review

enhanced hotel visits
and tourism
attractions.

Gallen S.

Tourism business

Secondary

Tourism and

Businesses responded

AIEST (2020).

responses post-

methodology

economics

by putting measures

pandemic

qualitative

to restore the

literature

industry, such as

review

improving assets and
accommodating new
COVID-19 measures
to suit customers’

POST PANDEMIC HOSPITALITY RECOVERY

36
interests.

Gandhi, A., &

Hospitality based

Secondary

Hospitality

The high technology-

Dube, L..

high technology

methodology

management

based hospitality

(2021).

resilience

qualitative

sector recovered

literature

based on system

review

convergence.

Garcia, I.

New hotel

Secondary

Hospitality

New cleaning

(2020).

Cleaning Protocols

methodology

protocols have been

qualitative

enacted to manage

literature

the pandemic, such as

review

the use of robotics
and high-level
disinfection.

Goh, E., &

Interception of

Secondary

Hospitality

Many jobs were

Baum, T.

jobs during the

methodology

Management

intercepted amid the

(2021).

COVID-19

qualitative

COVID-19 pandemic

pandemic

literature

due to high

review

maintenance costs
and low hotel visits.

Gil A., M.J.,

Cessation of

Secondary

Hospitality

Luxury hotels ceased

&Yan W.

Luxury hotels

methodology

and Tourism

pose pandemic owing

(2013).

qualitative

to the negative

literature

impact of the

POST PANDEMIC HOSPITALITY RECOVERY

37

review

pandemic.

Gössling, S.,

Global tourism

Secondary

Scott, D., &

change post-

methodology

changed post-

Hall, C. M.

pandemic

qualitative

pandemic in that

literature

travel rates and

review

accommodation was

(2020).

Tourism

Global tourism

impacted.
Authors

Context

Methods

Discipline

Key Empirical
Contribution

Goh,

Jobs and hotel

A qualitative

Hospitality

Jobs in hotels

E.andBaum,

management in

study

and tourism

reduced in pandemic

T.(2021).

pandemic

involving

due to lay off and pay

Interviews

cuts

Gursoy, D., &

Current hospitality

Secondary

Hospitality

The hospitality

Chi, C. G.

situations

methodology

and tourism

industry experienced

(2020).

qualitative

major changes post-

literature

pandemic, such as

review

introducing new
measures to curb the
virus.

Hadi D. M.,

Tourism film’s

Secondary

Tourism

The tourism industry

Katircioglu S.,

vulnerability to

methodology

was affected by

& Adaoglu C.

terrorist attacks

qualitative

terrorism, which

POST PANDEMIC HOSPITALITY RECOVERY
(2020).

38

Case study

greatly impacted
hotel visits.

Hale, T., A.

Government

Secondary

Hospitality

Petherick, T.

responses

methodology

and

Phillips, and S.

variations towards

qualitative

Management

Webster.

COVID-19

literature

pandemic, with some

review

heavy posing

(2020).

Several governments
showed varied
responses towards the

restrictions while
other posing minor
restrictions.
Hao, F., Xiao,

China’s hotel

Secondary

Hospitality

Changes occurred in

Q., & Chon, K.

industry

methodology

and tourism

China’s hotel industry

(2020).

qualitative

post-pandemic.

literature
review
Horwath HTL.

Pandemic impact

Secondary

Hospitality

The pandemic

(2021).

on hotels

methodology

and tourism

affected the hotel

qualitative

sector significantly

literature

by affecting hotel

review

attendance alongside
measures to be
enacted to curb the
virus.

POST PANDEMIC HOSPITALITY RECOVERY
Hu, X., Ma, X.,

Pandemic impact

Ren, L.,& Chen, on hotels
P.(2021).

39

Secondary

Hospitality

The pandemic

methodology

and tourism

affected the hotel

qualitative

sector significantly

literature

buy affecting the

review

tourism industry and
travel rates.

Authors

Context

Methods

Discipline

Key Empirical
Contribution

Hu, X., Flahault, Pandemic impact

Secondary

Hospitality

Pandemic had a great

A., Temerev,

and Chinese

methodology

and tourism

impact and Chinese

A., &

government’s role

qualitative

government’s took a

Rozanova, L.

literature

major role

(2021).

review

Inoue, A.,

Pandemic impact

A qualitative

Hospitality

Pandemic had an

Kawakami, N.,

on hotels and jobs

study

and tourism

impact on hotels and

Eguchi, H.,

involving

jobs owing to the

Tsutsumi, A.

Interviews

introduction of

(2018).

restrictions.

Jiang, Y., Wen,

Pandemic impact

Secondary

Hospitality

Pandemic had an

J. (2020).

on hotels

methodology

and tourism

impact on hotels and

qualitative

jobs due to lay off

literature

and pay cuts.

review

POST PANDEMIC HOSPITALITY RECOVERY

40

Jones, P., &

Pandemic impact

Secondary

Hospitality

Pandemic impacted

Comfort, D.

on hotels

methodology

and tourism

hotels and jobs due to

(2020).

Authors

Context

qualitative

new measures that

literature

had to be put in

review

place.

Methods

Discipline

Key Empirical
Contribution

Jung, H. S.,

The effects of job

Secondary

Hospitality

Pandemic had an

Jung, Y. S.,

insecurity on the

methodology

and tourism

impact on job

Yoon, H. H.

job engagement

qualitative

security due to

literature

layoffs.

(2021).

review
Kaushal, V.,

Pandemic impact

A qualitative

Hospitality

Pandemic had an

Srivastava, S.

on hotels

study

and tourism

impact on hotels,

(2021).

involving

particularly from the

Interview

Indian perspective, a
need for innovation.

Khan, K.I.

Pandemic

A qualitative

Hospitality

Pandemic had an

Niazi, A. Nasir,

impacted the

study

and tourism

impact on hotels and

A. Hussain, M.

hospitality

involving a

jobs, causing a need

and Khan, M.I

industry.

Survey

for innovation

Pandemic impact

Secondary

(2021).
Kilgore, T.

Hospitality

Pandemic had an

POST PANDEMIC HOSPITALITY RECOVERY
(2020).

on hotels and jobs

methodology

41
and tourism

qualitative

impact on hotels and
jobs

literature
review
Kizys R.,

Governments role

Secondary

Tourism and

Government

Tzouvanas P., & in restrictions

methodology

Hospitality

restrictions heavily

Donadelli M.

during COVID-19

qualitative

affected International

(2020).

pandemic

literature

stock markets.

review
Krishnan, V.,

COVID-19 effect

Secondary

Hospitality

Pandemic affected

Mann, R.,

on the hospitality

methodology

and tourism

the hospitality and

Seitzman, N., &

and tourism

qualitative

tourism sector to an

Wittkamp, N.

industry sector.

literature

extent where new

review

measures had to be

(2020).

introduced to recover
the industry.
Authors

Context

Methods

Discipline

Key Empirical
Contribution

Kolb, S. M.

Grounded theory

Secondary

Education

Grounded theory and

(2012).

and constant

methodology

research and

constant comparative

comparative

qualitative

policy studies

methods were

method for

literature

effective for

educators

review

educators.

POST PANDEMIC HOSPITALITY RECOVERY

42

Lai, I. K. W., &

Importance of

A mixed-

Tourism

APA framework is

Hitchcock, M.

performance

method

management

vital for tourism

(2015).

tourism analysis

involving

analysis

Experimental
surveys
Lai, I. K. W., &

Pandemic impact

Qualitative

Hospitality

Hotels tended to

Wong, J. W. C.

on hotels

Follow up in-

management

employe forced

(2020).

person

labour into unpaid

interviews

vacations

Liu, C. & Hung,

Preference for

A qualitative

Hospitality

Hotels prefferd

K. (2021).

service technology

multilevel

management

serevice tehcbology

versus human staff

study

over huam staff

involving
Interviews
Authors

Context

Methods

Discipline

Key Empirical
Contribution

Milovanović, V.

Pandemic impact

Secondary

(2021).

on hotels

methodology

impact on hotels and

qualitative

jobs, with technology

literature

paving ways for

review

recovery.

OECD. (2020).

Tourism

Pandemic had an

Rebuilding tourism Secondary

Hospitality

Rebuilding the

for the future

and tourism

tourism industry

methodology

POST PANDEMIC HOSPITALITY RECOVERY

43

following COVID-

qualitative

following the

19 policies,

literature

pandemic requires

recovery and

review

resilience and

responses

sustainability for the
future of the industry.

Pappas, N.,

Decision making

Qualitative

Hospitality

The pandemic

Glyptou, K.

towards

Comparative

management

changed individuals

(2021).

accommodation

analysis study

accommodation

during COVID-19

decision making,

in Greece

with most people
inclining towards
house based
accommodation.

Authors

Context

Methods

Discipline

Key Empirical
Contribution

Pillai, S. G.,

Redefining hotel

Qualitative

Hospitality

Hospitality

Haldorai, K.,

operations during

Case study

management

technology-enhanced

Seo, W. S., &

the COVID-19

hygiene and hotel

Kim, W. G.

pandemic

operations during the

(2021).

pandemic

Polemis, M. L.

Pandemic impact

Qualitative

Hospitality

National lockdown

(2021).

on hotel

methodology

and tourism

mitigated hotel

performance

involving

performance

POST PANDEMIC HOSPITALITY RECOVERY

44

Differences in
differences
methodology
PwC Advisory.

Responding to

Qualitative

COVID-19

Survey

Hospitality

Responses to
COVID-19 posed

pandemic

restrictions towards
the hotel industry

Rawal, Y. S.,

Hotel industry

Qualitative

Bioscience

Technology such as

Pal, S., Bagchi,

situation amid

Interview

and

the Artificial industry

P., & Dani, R.

COVID-19

(2020).

pandemic

Ru H., Yang E.,

Global stock

Secondary

& Zou K .

markets and

methodology

the stock markets and

(2020)

COVID-19

qualitative

hotel industry

Biotechnology can help to revive the
hotel industry.
Hospitality

COVID-19 impacted

literature
review
Authors

Context

Methods

Discipline

Key Empirical
Contribution

Sarwari, S.,

The manner in

Secondary

Hospitality

Luxury hotels

Huq, S., &

which the luxury

research

management

employ technology as

Minar, T. A.

industry deals with

methodology

a means of dealing

(2020).

the coronavirus

involving

with the COVID-`9

pandemic

Online review

pandemic.

POST PANDEMIC HOSPITALITY RECOVERY

45

Schaffer, S.

Distressed hotels

Secondary

Hospitality

Distressed luxury

(2020).

and the rising

methodology

and tourism

hotels could rise

investment

qualitative

drastically based on

literature

new strategies to

review

cope up with the
COVID-19
pandemic.

Sharma, A.,

Performance and

Secondary

Tourism

Innovation of hotels

Shin, H., Santa-

innovation during

methodology

research

improves their

María, M. J., &

COVID-19

qualitative

performance during

Nicolau, J. L.

literature

the pandemic

(2021).

review

Shin, H., &

Reduction of

Quantitative

Hospitality

Technology

Kang, J. (2020).

health risks to

Experimental

management

innovation, hygiene

attract customers

study

and social distancing

in hotels

improved customer
attraction to hotels

Authors

Context

Methods

Discipline

Key Empirical
Contribution

Shin, H.,

Hotel CSR impact

Quantitative

Tourism

Good strategic

Sharma, A.,

on hotel

Experimental

management

philanthropy

Nicolau, J. L., &

performance and

Kang, J. (2021).

booking behaviour

studies

improved hotel
performance.

POST PANDEMIC HOSPITALITY RECOVERY

46

Sigala, M.

Impacts of

Secondary

Business

Resetting and

(2020).

resetting and

methodology

research

advancing research

advancing research

qualitative

improves tourism

in tourism during

literature

during the COVID-

the pandemic

review

19 pandemic.

Singh, V.

Hotel marketing

Secondary

Hospitality

Hotels could be

(2020).

strategies during

methodology

and tourism

marketed using

COVID-19 in New

qualitative

technological

Delhi

literature

advancements to

review

boots their
performance postpandemic

STR. (2021).

Hotel performance

Secondary

Hospitality

Hotel performance

following the

methodology

management

increased in mainland

pandemic in China

qualitative

China after the

literature

pandemic

review
Tellingly, S .

Impact COVID-19

Qualitative

Tourism and

Companies didn’t

(202 1 ).

on supply chains

Semi-

Geosites

face challenges when

structured

supplying food

interviews
Authors

Context

Methods

Discipline

Key Empirical
Contribution

POST PANDEMIC HOSPITALITY RECOVERY

47

Teng, X., Teng,

Corporate Social

Secondary

Public health

Cooperate social

Y.-M., Wu, K.-

Responsibility in

methodology

responsibility plays a

S., & Chang, B.- public health

qualitative

vital role in workers

G. (2021).

during the corona-

literature

health in hotels

virus pandemic

review

Tussyadiah, L.

Technology in

Secondary

Tourism

Technology and

(2020).

hotels, including

methodology

research

artificial intelligence

automation and

qualitative

improve hotels

artificial

literature

operations post-

intelligence and its

review

pandemic

effect on tourism
UNWTO.

Tourism state post- Secondary

Hospitality

Tourism declined

(2020).

pandemic due to

methodology

and tourism

significantly post-

falling in tourism

qualitative

pandemic by 60-80%

numbers

literature

in 2020

review
Valle A.S.D.

The tourism

Secondary

Hospitality

COVID-19 caused a

(2020).

industry and

methodology

management

major shift in the

COVID-19 impact

qualitative

tourism industry

proposals

literature

operation, causing

review

losses

Yang, F. X., Li,

China luxury

Qualitative

Hospitality

Taste and brand

X., Lau, V. M.-

hotels and 020

study Analysis

management

credibility were latent

POST PANDEMIC HOSPITALITY RECOVERY

48

C., & Zhu, V. Z. food delivery

of customer

factors due to 020

(2021).

reviews

platform integration

platforms during
the pandemic crisis

Authors

Context

during the pandemic.
Methods

Discipline

Key Empirical
Contribution

Wang, H.J., Lu,

Job performance

Qualitative 2-

Applied

Employees received a

C.Q., Siu, O.l.

and job insecurity

wave data

psychology

low level of

(2015).

Interview

organisational justice.

Wong, A.K.F.,

Impact COVID-19

Quantitative

Hospitality

Findings revealed

Kim, S., Kim,

on hotel employee

paired t-test

management

key stressors to

J., Han, H.

stress

and structural

employees in hotels

equations

amid COVID-

(2021).

pandemic
WTO. (2020).

Wu, W (2020).

Trade set and

Qualitative

COVID-19 effects

Case analysis

Hospitality

Trade plunged during
the COVID-19

on the global

pandemic upending

economy

the global economy

Hotel large scale

Secondary

Hospitality

Brand output post-

brand output post-

methodology

management

pandemic increased

pandemic

qualitative

in large scale hotels.

literature
review
Zemke, D.,

Hotel cleanness

Secondary

Hospitality

Level of hotel

POST PANDEMIC HOSPITALITY RECOVERY

49

Neal, J.,

importance amid

methodology

Shoemaker, S.

the pandemic

qualitative

disinfection as key to

and Kirsch, K.

literature

customer attraction

(2015).

review

Authors

Context

Methods

management

Discipline

cleanliness and

Key Empirical
Contribution

Zeng, Z., Chen,

Robotics adoption

Qualitative

Tourism

High technology

P. J., & Lew, A.

by hotels during

Survey

geographies

utilisation such as

A. (2020).

the COVID-19

robotics increased

pandemic

post-pandemic
improving
performance.

Zhang, C., Cui,

Chinas response to

Secondary

Hospitality

The pandemic

R., Xu, C., &

pandemic and

methodology

and tourism

affected hotel

Wang, J. (2020). impact of the

qualitative

performance in

pandemic on the

literature

China.

hotel industry

review

Zhang, M.,

Accommodation

Qualitative

Hospitality

COVID-19 was

Geng, R.,

hosts in China in

Multi case

management

found to be an

Huang, Y., Ren,

response to the

study

S. (2021).

accelerator of the

pandemic

PSP industry.

Zhang, J., Xie,

Chinas response to

Qualitative

Hospitality

The government took

C., Wang, J.,

pandemic

Interviews

management

a major role in

POST PANDEMIC HOSPITALITY RECOVERY

50

Morrison, A.

mitigating the

and Coca-

pandemic to save the

Stefaniak, A.

hotel industry.

(2020).
Authors

Context

Methods

Discipline

Key Empirical
Contribution

Zhao, Y.,

Chinas public

A qualitative

Medical

Social media can be a

Cheng, S., Yu,

attention to the

study

Internet

measure of public

X., & Xu, H.

COVID-19

involving Sina

research

attention towards

(2020).

pandemic

Microblog Hot

public health

search

emergencies.

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