What are Forbes Five-star Hotels’ Crisis Response Strategies to Retain Customers in Tokyo amid the COVID-19 Pandemic in 2021?

Nakai, Ayako

Publication:
What are Forbes Five-star Hotels’ Crisis Response Strategies to Retain Customers in Tokyo amid the COVID-19 Pandemic in 2021?

dc.contributor.author	Nakai, Ayako
dc.date	2023-10-23T00:38:29.000
dc.date.accessioned	2024-04-26T21:34:31Z
dc.date.available	2024-04-26T21:34:31Z
dc.date.issued	2022
dc.description	<p>In the Past</p> <p>Two years working as an associate professor</p> <p>at the faculty of International Tourism Management, Toyo University</p> <p>Ph.D. from Waseda University</p> <p>M.A. from Institute of Education, University College London</p> <p>These days</p> <p>Interested in strategies of attracting customers in hospitality industry amid the pandemic</p>
dc.description.abstract	This study investigated all the Forbes five-star hotels’ crisis response strategies in Tokyo for retaining guests amid the COVID-19 pandemic in 2021. The official websites and Instagram accounts of the hotels were collected from January 2021 to 2022. The author stayed at each of the examined hotels for a night. Five strategies are discovered: (1) excellent hygiene and safety qualities confirmed by a third party, (2) collaboration with other brands, (3) exclusive afternoon tea experience with personalized service, (4) all-inclusive hotel stay package plan, and (5) a dog stay program. In 2021, the hotels received health security verification from Forbes Travel Guide, initiated collaborations (such as ryokans), and introduced an all-inclusive stay plan such as cruises, breathtaking afternoon tea with a flower bouquet according to each guest’s taste, and dog-friendly stay plans. These strategies enabled guests to fulfill their interests and drove their decision to stay, even during the pandemic.
dc.identifier.uri	https://hdl.handle.net/20.500.14394/49468
dc.relation.url	https://scholarworks.umass.edu/cgi/viewcontent.cgi?article=2758&context=ttra&unstamped=1
dc.source.status	published
dc.title	What are Forbes Five-star Hotels’ Crisis Response Strategies to Retain Customers in Tokyo amid the COVID-19 Pandemic in 2021?
dc.type	event
dc.type	event
digcom.contributor.author	isAuthorOfPublication\|email:nakai@toyo.jp\|Nakai, Ayako
digcom.identifier	ttra
digcom.identifier.contextkey	27393450
digcom.identifier.submissionpath	ttra/2022/researchabstract/96
dspace.entity.type	Publication