In this webinar, organised by Brunel Business School, Ana Canhoto and Liyuan Wei share how they are supporting a boutique hotel to adapt to the challenges presented by COVID-19. The hotel's owner, Tim Kourdi, joined the webinar, too, to discuss why he reached out to Brunel, what he is getting from this collaboration, and what it is like to work with academics.
1 of 16
Download to read offline
More Related Content
Canhoto, wei and kourdi brunel webinar series hospitality
2. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 2
Two guiding principles:
No Man(ager) is an Island"
3. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 3
Two guiding principles:
No Man(ager) is an Island"
Type Stakeholdergroup Salience Key claims in COVID-19
Market-based Owners /Shareholders
/Financiers
High Profits; growth
Customers High Safety and health
Employees High Safety and health, job security
Suppliers Medium Profits; growth
Nonmarket based Governments High Public health, safety
Communities: Local residents Medium Public health, other communitysupport
Yesterdays drunkenness will not quench todays thirst
(Egyptian proverb)
4. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 4
Impact of COVID-19 in Travel & Tourism in 2020
Source: https://www.statista.com/topics/6224/covid-19-impact-on-the-tourism-industry/
5. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 5
Where are we now?
Resolution stage
Recovery stage
Intermediate stage
Emergency stage
Prodormal stage
Pre-event stage
Adapted from Ritchie (2004)
(New) normal state
Repair and reinvest
Restore services
Damage limitation
Prepare for disaster
Prevent disaster
What should we do?
6. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 6
Adapted from Ritchie (2004)
Resolution stage: Post COVID-19
Recovery stage: Vaccine available
Intermediate stage: Movement restrictions
Emergency stage: Pandemic declared
Prodormal stage: Disease starts spreading
Pre-event stage: Disease detected in Wuhan
Where are we now? What should we do?
(New) normal state
Repair and reinvest
Restore services
Damage limitation
Prepare for disaster
Prevent disaster
7. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 7
Emergency stage
Brunel for Business Webinar Business Planning for a Revised
Future (14 May 2020)
8. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 8
Emergency stage
Reduce sail:
Greatest danger:
Priority:
Stakeholders:
Owners
Customers
Employees
Governments
Suppliers
Communities
9. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 9
Emergency stage
Reduce sail: Furlough
some staff, reduce to
minimum services
Greatest danger: Run out
of cash
Priority: Generate cash
Stakeholders:
Owners
Customers
Employees
Governments
Suppliers
Communities
10. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 10
Emergency stage
How to generate cash
Existing
customers
Existing
Offers
E.g., Advanced bookings
=> Review cancellation policy,
etc.
New
Offers
E.g., Gift cards; educational
services
=> Pricing, Marketing, etc.
New
customers
E.g., Essential workers
=> Sales, Product, etc.
E.g., Long term
accommodation,
Care homes,
Storage,
Address, etc.
Parking,
Also: more investment or more debt
11. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 11
Resolution: Normal (or improved) stated
Recovery: Repair and reinvest
Intermediate: Restore services
Emergency stage: Damage limitation
Prodormal stage: Prepare for disaster
Action: Prevent disaster
Adapted from Ritchie (2004)
Resolution stage: Post COVID-19
Recovery stage: Vaccine available
Intermediate stage: Movement restrictions
Emergency stage: Pandemic declared
Prodormal stage: Disease starts spreading
Pre-event stage: Disease detected in Wuhan
Where are we now? What should we do?
12. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 12
Intermediate stage
Challenges of turning
the Cape:
Large / Freak waves
Wind speeds
Rocks
Unpredictable cross
currents
Crew: Illness, mutiny
Key:
Information
Understand landscape
Adaptability
Image source:
https://archive.org/stream/lifeofferdinandm00guil/lifeofferdinandm00guil#pa
ge/211/mode/1up
13. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 13
Intermediate stage
Information:
Working group
Stakeholder Perspective
Owner Project leader, knowledge management,internal communication,strategyand
leadership
Accountant Financial management (includingpricing), andhuman resources management
Manager Operations, customer serviceandlogistics
Supplier Image, brandingand external communication
Academic experts MarketingStrategy, customermanagement andconsumer psychology
Sources:
Internal e.g., Employees
External e.g., YouGov, McKinsey, OTAs, Industry bodies, papers,
Data collection e.g., Customer surveys
14. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 14
Intermediate stage
Evolving landscape
July 1st or later
Social distancing requirements
Travel
Shift to domestic (UK differences)
Families
Outdoor activities
Risk factors: cancellations, staff,
other guests, hotel lay-out, activities
Cleanliness:
Importance
Changing perceptions
Adaptability:
Extend furlough
Change layout of hotels
reception; breakfast options
Change cancellation policy,
website, OTA emphasis,
new offerings; new
partnerships; health checks
New cleaning products and
routines; communication
and visuals
15. Brunel University London Brunel for Business Webinar Series Dr Ana Canhoto Dr Liyuan Wei and Mr Tim Kourdi 15
Approach
Recognising
Rationalising
Refashioning
Image by Matthew Z. from Pixabay