Study of Crisis Management Strategies in Hotels in Jos, Plateau State, North Central Nigeria

This study examines crisis management strategies adopted by hotels in Jos, Plateau State, North Central Nigeria, a city with a documented history of intercommunal tensions and security disruptions that have periodically affected hotel operations and tourist activity. Effective crisis preparedness is a critical management competency for hospitality businesses operating in vulnerable destinations. A mixed-method research design is employed with structured interviews conducted with general managers and security officers from 14 hotels in the Jos metropolis, supplemented by questionnaires administered to 100 hotel employees. Variables assessed include the existence of formal crisis management plans, staff crisis training frequency, communication protocols during crises, recovery strategies, and post-crisis reputation management. Findings reveal that only 37 percent of sampled hotels have a documented crisis management plan, and fewer than 20 percent have conducted formal crisis simulation exercises in the past two years. Business continuity planning is largely absent, with most hotels relying on reactive rather than proactive crisis responses. The study identifies the absence of crisis management standards within the Nigerian hotel industry framework as a systemic gap. It recommends mandatory crisis management plan requirements for hotel licensing renewal, periodic staff crisis training, and the establishment of a Plateau State hospitality industry crisis coordination committee. Linkages with state emergency management agencies are also proposed. Keywords: crisis management, hotel security, Jos, Plateau State, business continuity