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The Renaissance Suzhou Hotel: Turning Crisis into Opportunity
On the morning of November 25, 2021, the general manager of the Renaissance Suzhou Hotel received a call from the administrative committee of a nearby business district informing him that some guests who had stayed at the hotel a few days earlier had been diagnosed with coronavirus disease 2019. The administrator requested that the hotel cooperate with the government in carrying out an urgent epidemiological investigation and implementing a closed-loop operation for emergency treatment. It was Thanksgiving day and the hotel was almost fully occupied. How would the general manger and his team address this challenge?