Hotel sanitation and crisis management after SARS : a study of four and five star hotels in Xiamen, China

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Hotel sanitation and crisis management after SARS : a study of four and five star hotels in Xiamen, China


Author: Xu, Muhan Jeremy
Title: Hotel sanitation and crisis management after SARS : a study of four and five star hotels in Xiamen, China
Degree: M.Sc.
Year: 2004
Subject: Hong Kong Polytechnic University -- Dissertations
Hotels -- China -- Management
Hotels -- China -- Risk management
Hotels -- China -- Sanitation
Department: School of Hotel and Tourism Management
Pages: vi, 90 leaves : ill. ; 30 cm
Language: English
Abstract: The Acute Respiratory Syndrome (SARS) ripped through China and other Southeast Asian countries from the end of 2002 until the summer of 2003. Huge damages were caused and the hotel industry was among the hardest hit sectors. A revolutionary sanitation campaign emerged in China. Many unhygienic habits were challenged. People were forced to concentrate on the new living environment. Hoteliers as well as officials from the authority have also encountered a new way of thinking in the field of hotel sanitation and crisis management. To assess the situation of hotels' operation in terms of sanitation and crisis management after SARS, and to assess guests' expectations toward hotels operation after SARS, the in-depth interview with hoteliers and an on-site survey to guests were conducted within Xiamen 4- and 5-star hotels. The findings from hoteliers showed that changes occurred in Xiamen's 4- and 5-star hotel after SARS. The changes moved positively toward better sanitary control and crisis management, although the changes were not the same in all aspects with each hotel, and there was room for improvement. The findings of the survey showed that guests were also expecting the changes in hotel operation towards better sanitation and crisis management after SARS, although their agreement or disagreement were not unanimous. The guests' expectations had different priorities compare with hoteliers'. The survey showed that guests staying in high-level hotels had good knowledge of infectious diseases and good sense of personal hygiene after SARS. Chinese and female had higher expectations toward hotels' sanitation and crisis management, contrary.

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