Management changes and recovery strategies in the hospitality industry during covid-19: a case study of the twin towars hotel Bangkok,Thailand

Abstract

The COVID-19 pandemic severely disrupted the global hospitality industry, bringing travel and tourism to a near standstill. In this difficult time, The Twin Towers Hotel Bangkok emerged not just as a survivor but stood out as a model of resilience and innovation. This thematic paper explores the strategies and actions that helped the hotel succeed during this crisis. Through detailed interviews with the hotel's owner, manager, and long-term employees, the study uncovers how the hotel swiftly transformed its business model, set up strict hygiene rules, and used digital technologies for contactless services. These efforts ensured the safety of customers and staff while maintaining operational continuity. Furthermore, the paper also looks at the hotel's caring approach to managing employees and its smart marketing changes, showing the importance of being flexible and solving problems creatively. The case of The Twin Towers Hotel Bangkok offers useful insights and practical lessons for the hospitality industry, emphasizing the critical need to be ready and adaptable in future crises. This study not only documents the hotel's remarkable journey but also serves as an inspiration and guide for other businesses aiming to turn challenges into opportunities.