COVID-19 AND HOTEL SERVICE DELIVERY IN NIGERIA: CHANGES AND CHALLENGES

Due to the unprecedented level of anxiety and economic uncertainties created as a result of the Corona Virus (Covid-19) pandemic, there is an increasing need to investigate the changes and challenges experienced in hotels. The slow recovering of the hospitality industry demands that hotels are expected to make substantial changes to the strategies they adopt in their service delivery and operations. Researchers are also expected toshift their research focus to develop solutions for the hospitality and tourism industry. This study attempts to examine hotel manager’s views on the effects of COVID-19 and the need to recover quickly by adopting efficient service delivery. Examining the changes and challenges may help in developing and adopting strategic planning, creative and innovative ideas for the hotel industry to thrive amidst global crises.This qualitative study used a semi-structured interview guide to sample the opinion of five managers in reputable 3star luxury hotels in Nsukka, Nigeria. The findings revealed that hotels were greatly affected by COVID-19pandemic, which resulted in the loss of revenue, downsizing, job loss, and numerous changes in hotel operations and services. The study also found that the hotels have started to adapt to the new changes in terms of service delivery, operating cost, digitalization of the industry, and staff training. The study, therefore, suggests that strategic approach to service delivery in hotels will revamp the business and lead to industry recovery and profitability.