Exploring the Crisis behind the Employee Experience (EX) in the Greek Hotel Sector: Preliminary Findings from a Qualitative Study

Abstract

This study examines the current crisis in the Greek tourism and hospitality sector, focusing on employees’ experiences amid staffing challenges. Using qualitative methods, including expert interviews and staff focus groups, we investigate the factors behind increased demand for hotel employees and low workforce response. Our preliminary findings reveal a critical situation threatening the reputation of Greek tourism services. The research highlights the importance of strategic crisis management and reputation recovery in post-pandemic Greece, emphasizing the role of both internal and external organizational crisis communication. We propose a comprehensive continuity plan, incorporating risk assessments and business impact analysis, as essential for the sector's resilience. We also emphasize the importance of stakeholder collaboration in adapting to these challenges. This study contributes to understanding crisis management in tourism, particularly regarding labor shortages and their impact on service quality.