At the beginning of 2020, the world is in shock by the pandemic caused by the corona virus. The impact of the corona virus is enormous for the world, especially on the tourism industry and the global economy. Based on this phenomenon, researchers took research related to crisis management in hotel services. With purpose to find out how to handle crisis management and steps are in hotel services, especially at the Grand Hyatt Jakarta in dealing with the impact of the Corona Virus Disease 2019 (COVID-19). The type of research used is descriptive qualitative research, in which data analysis is done by describing. Researchers interviewed different sources, management team, employees in each department and trade unions. This research produces steps from crisis management that are implemented at the Grand Hyatt Jakarta in order to survive during this pandemic. Starting from changing the marketing mix, market segmentation, the tactics applied to attract customers, changing SOPs, modifying hotel facilities and reducing operating costs. This crisis management procedure will always be evaluated and developed in line with market demand and hotel management performance.