Impacts of operational management proficiency levels of hotels on operational and marketing related decisions in time of crisis

Abstract

In this study, it is firstly aimed to develop a Hotel Operation Management Proficiency Scale and then to search if there are any differences between the decisions of hotels related to marketing and operation in time of crisis according to their proficiency levels. Data was collected from hotel managers of 112 hotels in Antalya region and quantitative research method was used to test the hypotheses. Findings show that as the operational management proficiency increases, hotels become more active in marketing, such as searching new market and developing new products in crisis time. Moreover, these hotels are not tending to decrease the quality level of their operations as it is seen in hotels with low level operation management proficiency, such as decreasing service quality, qualification of staff, and diversification of food and beverages.