Evaluating the Role of Technology in Enhancing Guest Experiences in the Hotels

Abstract

Technology is needed to increase both internal productivity in hotels and client experiences in hotels; thus, technology is changing how guests interact with the hotel service and how hotels operate internally. Consequently, the purpose of this research is to determine if the technology used by hotels enhances the guest experience. This study was completed using a quantitative methodology as well as an online survey, and random sampling procedures to collect primary data from 50 participants. Data collected through secondary methods were obtained from multiple sources (e.g., textbooks, journals, and e-libraries) and analysed using Microsoft Excel. The results of this study suggest that there are substantial knowledge and usage of technology on the part of hotel guests, and that they want to use the technologies provided by hotels. Technology generally contributes positively to increasing the quality of the guest’s stay experience, improving the sustainability of hotels, and improving the internal operation of hotels. Technology has allowed hotels to enhance their guest's stay experience by allowing guests to utilize mobile keys, smart televisions, enhanced electronic booking systems, and cashless transactions. Additionally, technology has also enabled the implementation of more efficient service delivery through technologies such as self-service kiosk technology, chatbot technology, and robot butler technology. Furthermore, the reliance of hotels on technology may contribute to the risk of a cyber-attack; however, it also contributes to the reduction of staff. The results of this study further indicated that technology has a significant positive relationship between customer satisfaction and repeat business to those hotels which have implemented the latest technologies.