Technology in Hotel Industry

Running head: HOTEL AND HOSPITALITY MANAGEMENT
Technology in Hotel Industry
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1HOTEL AND HOSPITALITY MANAGEMENT
Executive summary
In the age of modern technology, the world has become heavily dependent on the technology in
every aspect of life as well as business. Technology plays a significant role in the hotel and
hospitality industry. There are many new and advanced technologies that are being used by the
hotel industry in all the stages of guest journey cycle. There are smartphone apps and websites,
online reservation system, digital keys and free Wi-Fi that are introduced to make the consumer
experience better. However, to stay ahead of the competition, the hotel industry needs to
implement further technologies, such as, infrared sensors for minimizing disturbance for room
cleaning, robotics for room service, chatbots for chats, self-check in and check out kiosks and
NFC technologies for customized and personalized services to satisfy the consumers’ needs. The
business report explores all these technologies, which could be beneficial for the hotel industry
for providing better service.

2HOTEL AND HOSPITALITY MANAGEMENT
Table of Contents
1.0 Introduction................................................................................................................................3
2.0 Guest journey cycle...................................................................................................................3
3.0 Technologies used in guest cycle..............................................................................................5
3.1 Pre-arrival stage.....................................................................................................................5
3.2 Arrival stage...........................................................................................................................6
3.3 Occupancy.............................................................................................................................6
3.4 Departure...............................................................................................................................7
4.0 Recommendations......................................................................................................................8
5.0 Conclusion...............................................................................................................................10
References......................................................................................................................................11

3HOTEL AND HOSPITALITY MANAGEMENT
1.0 Introduction
Technology has become an integral part of every aspect of life, as well as business. Every
type of business in the world heavily depends on technology for efficient and effective
functioning. The hotel and hospitality industry is no exception. As technology is getting
advanced at quite a faster pace than earlier, the expectations of the customers as well as the
business function are rapidly changing too. The technology is used by the hotel industry not only
to provide a seamless experience to the customers, but also to stay ahead of the competitors by
retaining the existing customers and gaining new customers (Vasadze, Mosashvili & Duruli,
2018). Technological advancement has changed the market trends for the hospitality industry as
in other industries. The hotels now focus on innovations and providing the technologies, such as,
Wi-Fi, cyber security, digital keys to rooms, digital conference facilities in the banquets, online
room booking facilities, website and mobile app based services, online payment system and
many more (Kattara & El-Said, 2013). The guest journey cycle has a few steps and each of the
steps is integrating the advanced technology for effective working and experience. As the
number of younger tech-savvy generation is increasing in the guest lists, with millennials
capturing only one third of the hotel guests, the hotel industry has started to focus on catering
those younger generation with digital-savvy techniques (Aurecongroup.com, 2018). The report
will highlight the prevalence of technology in each part of the guest journey cycle and how the
technologies are influencing the customer experience and business functioning. It will also
provide recommendations to improve the services in hotel industry for further efficiency.