COVID 19 Conflicts and Emerging Leadership Characteristics: A Qualitative Study

Abstract

COVID-19 has resulted to global changes that have continued to instigate conflict in the hotel industry. This single exploratory qualitative case study purpose was to examined COVID 19 conflicts and emerging leadership characteristics during COVID 19 period at the Safari Park Hotel and Casino in Kenya. The target population of 20 departmental managers and sections from where a sample of seven participants was purposively drawn. In-depth interviews were conducted with participants from all departments and the data analyzed thematically. The findings revealed that conflicts were evident at individual, departmental, organizational, and externally with stakeholders. Finding further indicated that COVID 19 conflicts revolved around loss of income, employee relations, customer complaints and constrained resources. It was also found that leadership characteristic such as authentic, collaboration, innovation, and perseverance are critical during conflict. Unique contribution to theory, practice and policy is leadership development programs to incorporate conflict management, open and candid communication across the business, business leaders to balance between business needs and staff welfare as well as leaders to be provided with in service support that can complement their competencies in these critical leadership roles.