Crisis and disaster management in Jordanian hotels: practices and cultural considerations

Purpose - This research aims to: identify major risks that have the potential to place Jordanian hotels in crisis or disaster situations; investigate the tools/frameworks adopted by Jordanian hotels to manage crises and disasters; and investigate the cultural factors influencing the wider adoption of crisis and disaster management best practices in Jordanian hotels. Design/methodology/approach - A survey of "five-star" hotels in Jordan was undertaken. Interviewer-administered questionnaire was conducted followed by semi-structured interviews with three General Managers from three hotels of different cultural backgrounds: local; regional; and international. Findings - Results revealed that Jordanian hotels are exposed to a wide range of risks. Jordanian hotels lack effective and comprehensive tools/frameworks for managing crises and disasters. Organizational culture affects the wider adoption of crisis and disaster management best practices within Jordanian hotels. Practical implications - To be successful in promoting crisis and disaster management in hotels and in the tourism industry more generally, the relevant authorities in Jordan, such as the Ministry of Tourism and Antiquities and the Jordanian Hotels Association, should demonstrate to hotels in Jordan how significant crisis and disaster management is, so that they can be able to cope with crises and disasters more efficiently. Originality/value - This is the first study investigating crisis and disaster management in Jordanian hotels using quantitative and qualitative approaches. This research will be of value to those interested in crisis and disaster management in the tourism industry.