This study aimed to assess the operational management of Park Inn by Radisson Clark in times of crisis and to identify the strategies used in handling such situations. A qualitative research analysis was conducted using an open-ended questionnaire and one-onone interviews. The open-ended questionnaires were designed to gather responses from employees in three departments under the Front of the House division of Park Inn by Radisson Clark. The study revealed the challenges that employees faced and the strategies implemented by the hotel during crises.

Findings confirmed that having standard operating procedures, regular morning and afternoon briefings, and various types of training—such as risk management and crisis management—help employees improve their crisis-handling skills, aspirations, and competencies. The researchers discovered employee strengths including multitasking, teamwork, adaptability, and creativity. Participating in different training programs offered numerous benefits. Whether as an employee or as a manager, undergoing a series of training sessions enriches one’s experience in managing crises. Utilizing these strategies to develop skills, build connections, and expand knowledge assists employees in becoming well-rounded individuals while enhancing their emotional maturity.