Understanding the Challenges Faced by Hospitality Managers during COVID-19 Pandemic in Malaysia

ABSTRACT

The COVID-19 pandemic severely hit the hospitality industry in Malaysia. The Malaysian government implemented restriction orders and preventative measures, which had impacted business operations, particularly hotels and restaurants. This study aims to identify the challenges faced by hospitality managers during the early phase of the COVID-19 in Malaysia. Using qualitative purposive sampling, researchers interviewed 12 managers from the hotel and restaurant sectors. The respondents reported several challenges based on the content analysis, including costs, workforce, revenue, customers, and competition. Findings contributed significantly to various stakeholders such as the Malaysian government and the hospitality providers. Limitations and future recommendations are discussed.