Smart Hospitality Operations: A Systematic Review of Digital Transformation, Intelligent Systems and Operational Excellence in Contemporary Hospitality

Abstract

Purpose – This paper systematically reviews the evolution, dimensions, and operational implications of smart hospitality operations. It examines how digital transformation, artificial intelligence (AI), Internet of Things (IoT), big data analytics, robotics, and smart service systems are reshaping hospitality operations management. The study proposes an integrative framework linking smart technologies to operational efficiency, service quality, sustainability, and customer experience outcomes.
Design/methodology/approach – A systematic literature review was conducted using peer-reviewed journal articles published between 2005 and 2025 in leading hospitality, tourism, and operations management journals indexed in Scopus and Web of Science. A total of 182 articles were screened, and 96 high-quality articles were analyzed using thematic content analysis.
Findings – The review identifies five core pillars of smart hospitality operations: (1) Smart Infrastructure Systems, (2) Intelligent Service Automation, (3) Data-Driven Decision-Making, (4) Smart Customer Experience Management, and (5) Sustainable Smart Operations. Findings reveal that smart technologies enhance operational agility, cost efficiency, energy management, personalization, and resilience. However, implementation challenges include cybersecurity risks, employee resistance, digital skill gaps, and high capital costs.
Research limitations/implications – The review is limited to English-language peer-reviewed literature. Future empirical studies are recommended to test the proposed Smart Hospitality Operations Integration Model (SHOIM).
Practical implications – Hospitality managers should adopt a phased smart transformation strategy aligned with organizational capabilities, workforce readiness, and sustainability goals.
Originality/value – This paper integrates fragmented literature into a unified conceptual framework that connects smart technologies with operational performance and long-term competitiveness in hospitality.