To Investigate the Methods that HR Departments used to Manage Human Resources During The COVID-19 Crisis in Hotels, With Special Reference to Frontline Employees

Abstract

Human resources departments in hotels and other hospitality businesses had to respond quickly to changing conditions in order to keep operations running and provide assistance to staff members in the wake of the COVID-19 outbreak. This study seeks to examine the methods used by hotel HR departments to handle human resources during the crisis. It will specifically look at how these departments dealt with frontline personnel, who were the ones most exposed to health concerns and operational problems. The study delves into important HR interventions such as workforce reduction, remote work, health and safety, psychological and emotional support, training and upskilling programs, and communication strategies used to keep employees engaged and the business running smoothly. Frontline workers, including those in housekeeping, food and beverage, and reception, were particularly highlighted for their adaptation, resilience, and health because they were under tremendous stress during the health crisis owing to their customer-facing responsibilities, heavy workloads, and job instability. This study used quantitative and qualitative data gathered from interviews and surveys with human resources managers and frontline staff from different types of hotels to show how HR departments respond to crises, what works, and where they need improvement. These results add to the expanding body of literature on CR-HRM, which highlights the need of flexible, compassionate, and employee-focused strategies during times of volatility. To better manage their workforces and be resilient in the face of future crises, lawmakers and hospitality industry executives should use the practical lessons provided by this research.