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http://cdr.uum.edu.my/jspui/handle/123456789/214| Title: | STRATEGIC LEADERSHIP AMIDST CRISIS : THE CASE OF THE SYMPHONY SUITES HOTEL |
| Authors: | Hasbullah, Siti Aminah Amin, Umme Umaimah Nordin, Norhafizi Mustafa, Eshaby |
| Keywords: | Strategic Leadership;Hotel Recovery Strategies;Crisis Management |
| Issue Date: | 2025 |
| Abstract: | This case study explores the survival and revival journey of Symphony Suites Hotel during the COVID-19 pandemic, highlighting how the strategic leadership of their General Manager (GM) Mr. Muhamad Hairi Kumaradas, helped the hotel sail through. Faced with unprecedented challenges, including financial struggles, health and safety concerns, operational disruptions, and the need to support employee well-being, the GM employed a blend of transformational, situational, and transactional leadership approaches to navigate the crisis. The GM's strategies were implemented in three stages. During the early stages of the crisis (late 2019 and 2020), the focus was on stabilizing the team and maintaining control. In 2021, termed "The Survival Year," the emphasis shifted to overcoming operational disruptions and ensuring the hotel’s survival. By 2022, "The Revival Year," the hotel experienced growth, particularly in its F&B business. Marketing efforts, including videos promoting Ipoh as a top destination and showcasing the hotel, helped boost brand awareness and attract guests. This case study demonstrates how strategic leadership, balancing immediate needs with long-term goals, inspiring teams, and adapting to environmental changes played a critical role in guiding Symphony Suites Hotel through the crisis and toward recovery. It offers valuable insights into how effective strategic leadership can overcome crisis management in the hotel industry. |
| URI: | http://cdr.uum.edu.my/jspui/handle/123456789/214 |
| Payment Link: | http://epay.uum.edu.my/go.php?billcode=CDRCASE&productid=TC259-1 |
| Appears in Collections: | Cases in CDR |
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