Abstract:
Today, due to global crisis COVID-19 pandemic, countries have taken various measures to overcome this
crisis with the least damage and have had to implement many restrictions that disrupt economic and
social life. Pandemics and restrictions have been affected deeply, especially to tourism industry, which
almost collapsed. In this context, tourism enterprises have had to implement various crisis management
processes in order to ensure their sustainability. The purpose of study to reveal different crisis
management processes applied by hotel management within the framework of the contingency theory.
Research data was obtained from the interviews with business managers from different corporeate
structures and management mechanisms. Using qualitative research methods, the data were subjected to
content analysis and findings were obtained. Results shows that external environmental factors,
technological adaptation and the effects of crisis themes stand out in menagerial processes. It is intended
contributing the literature by examining crisis management in hospitality businesses within the
framework of the contingency theory.