The Transformation of Britannia Hotel by Digital Technology

This report examines the impact of digital technology on Britannia Hotel's operations, focusing on how it transforms business activities. The study includes a project management plan, a Gantt chart, and a small-scale research component. The research utilizes both qualitative and quantitative approaches, including a questionnaire survey of Britannia Hotel employees. The findings analyze the influence of digital technology on various aspects such as customer satisfaction, business performance, and the utilization of social media and mobile technology. Recommendations are provided to improve the hotel's digital technology usage, and the report concludes with reflections on the project's process and outcomes. The report investigates the meaning and necessity of digital technologies, assessing their influence on the hotel's various business functions, and addressing key research questions through detailed data analysis and interpretation.

MANAGING A
SUCCESSFUL BUSINESS
PROJECT

Table of Contents
TASK 1............................................................................................................................................3
Topic:.....................................................................................................................................3
Impact of digital technology upon transformation of business activities and operation: a study
on Britannia hotel...................................................................................................................3
P.2. Project management plan................................................................................................4
P.3 Gantt Chart to provide time frames..................................................................................6
P.4. Small-scale research........................................................................................................7
Literature review..................................................................................................................16
TASK 3..........................................................................................................................................18
P.5. Analysing research data................................................................................................18
P.6 Communicating appropriate recommendations.............................................................19
P.7. Reflection......................................................................................................................20
CONCLUSION..............................................................................................................................21
REFERENCES..............................................................................................................................23

TASK 1
Topic:
Impact of digital technology upon transformation of business activities and operation: a study on
Britannia hotel.
Background of study:
With 52 hotels across the UK with over 10,000 bedrooms Britannia Hotels offers the best
value for quality accommodation. Perfect for families, leisure or business our hotels are located
in busy city centres, seafront locations and picturesque countryside. Britannia Hotels, was
founded in 1976 with the purchase of the Britannia Country House Hotel in Didsbury,
Manchester. Technology has been widely considered as one of the crucial factors for hospitality
industry, which assists business professionals in execution of various tasks within hospitality
environment in respective manner. IT sector is one of the most emerging sectors in the world and
it is inventing various types of innovative technological instruments which help hotel industry in
functioning of its various operational and other departmental works in easy ways.
Digital technology has immense power of the internet things and technology has provided
the just means for overcoming difficult modern challenges within hospitality industry in
respective form. In this study, the major impact of technology upon various functionalities of
hotel sector such as human resource department, operational and management sector, marketing
and accounting section of business as well will be taken in consideration (Adey, Bissell,
Hannam, Merriman and Sheller, eds., 2014). With the assistance of digital technology, Britannia
hotel now has increased its efficiency level within business environment in respective form.
Various types of mobile application and computer software are being utilised by its professionals
in terms of gathering relevant information and making communication by using modern
technological instruments.

Both qualitative and quantitative approaches will be utilised by researcher in case of
gathering appropriate data which assists researcher and ultimate user of this research in gaining
experiences or determining the impact of digital technology upon varied functionalities of
Britannia hotel (Bullen, Morgan and Qayyum, 2011). The information regarding it assists the
researcher to attain desired goals and objectives associated with this project. Research
methodologies will be used by researcher to gathering data within systematic and proper
reflection will be provided by researcher which has been experienced by investigator during
completion of the project.
Aim:
“To assess the impact of digital technology on the transformation of business operational
activities: a study on Britannia hotel of London”.
Objectives:
 To understanding information of significant of digital technology upon Britannia hotel.
 To identify necessity of digital technology upon Britannia hotel operational sector. To assess the influences of digital technology upon various business functionalities of the
hotel.
Research questions:
 What is the meaning of digital technologies?
 Does digital technology make impact upon Britannia hotel?
 What is the necessity of digital technology upon Britannia hotel operational sector?
P.2. Project management plan
WBS Duty Figure Contin
uance
Begin
ning
Finish
ing Precursor Resource figures Value plan of risk
1 Recognising title of
project 4 days
Mon
2/19/
18
Fri
2/23/
18
£0.00 Down
2 Devising difficulty
evidence 4 days
Mon
2/26/
18
Thu
3/1/1
8
1 £250.00 Average

3 Setting point in time
to allotting resources
11
days
Fri
3/2/1
8
Fri
3/16/
18
2 £150.00 Average
4 Profession
assessment 5 days
Fri
3/2/1
8
Thu
3/8/1
8
1,2
Books, Journals,
Internet and
articles
£500.00 Advanced
5 Pick out methods for
investigating 4 days
Mon
3/19/
18
Thu
3/22/
18
3 £100.00 Average
6 Expenditure
computing 5 days
Fri
3/9/1
8
Thu
3/15/
18
4 £300.00 Advanced
7
Information
Representation and
investigation
7 days
Fri
3/23/
18
Mon
4/2/1
8
5 Questionnaires £475.00 Advanced
8 Measuring outcomes
and aggregation 4 days
Fri
3/23/
18
Wed
3/28/
18
4,5 £100.00 Down
9
Existing judgment
and
recommendations
5 days
Fri
3/16/
18
Thu
3/22/
18
6 £100.00 Average
10 Representation
outcomes 2 days
Tue
4/3/1
8
Wed
4/4/1
8
7 £25.00 Advanced
11 Submission of report 2.5
days
Tue
4/3/1
8
Thu
4/5/1
8
6,7 £0.00
According to above planning, all exercises of plan will be performed in the research
respectively within given time duration, budget, risk and resource has been shown:

 Scope: After completion of this research project, the management of Britannia hotel will
be able to determine significant influences of digital technology upon various business
functionalities of the hotel in industry (Beetham and Sharpe, eds., 2013). With the
appropriate recommendations, they will be able to implement new digital technologies in
order growing and evolution of the organisation. Time: The total time of research determined by the researcher which is, 56 days. Communication: The researcher will communicate with the management of Britannia
hotel and employees in terms of process further to collection of data and analysing the
impact of digital technology upon business operation 9.Chadwick, A. and Howard, P. N.
eds., 2010).
 Budget: The total budget of project determining to be £2000. Further allocation has
shown above project management plan.
P.3 Gantt Chart to provide time frames

(Gantt Chart of Project management plan)
(Network diagram of Project management plan)
P.4. Small-scale research
QUESTIONNAIRE
Name:
Age:
Gender:
Q.1. Is Britannia hotel is utilising digital technologies for improving performance of operational
activities of business?
 Yes
 No
 Not Sure
Q.2. Which types of digital technologies are being utilised by administration of Britannia hotel
most?
 Digital rooms services

 Smart rooms keys
 Cloud services
 Social media and mobile technology
 Wi-Fi connectivity
 Artificial Intelligence
Q.3. Implementation of digital technological instrument has made significant impact upon
business performance from its previous figure?
 Yes
 No
 Not Sure
Q.4. Is customer satisfaction level got increased after implementation of digital technological
tools upon hotel's business functionalities?
 Yes
 No
 Not Sure
Q.5. Is uses of technological techniques and tools made impact on improving efficiency level of
hotel?
 Yes
 No
 Not Sure
Q.6. Has using of digital technology made positive impact upon productivity and profitability of
business?
 Yes
 No
 Not Sure
Q.7. How would you suggest administration of Britannia hotel to betterment of utilisation of
digital technology within the organisation?
 Utilisation of mobile applications
 Keyless entry
 Using of live chat features.
 No Recommendations

Theme. 1: Britannia hotel is utilising digital technologies for improving performance of
operational activities of business.
Is Britannia hotel is utilising digital technologies for improving
performance of operational activities of business?
Frequency
Yes 8
No 2
Not Sure 5
Total 15
Interpretation: In this questionnaire survey conduction, at the Britannia hotel, the
researcher asked whether the organisation is utilising digital technological instruments in order to
make improvement in business operations or not. From the above table, the sample of respondent
taken which is 15 employees of hotel, and it was recognised that, Britannia hotel administration
department implementing digital technological tools and techniques adequately in order to
evolution of business operational efficiencies of the hotel (Coiro, Knobel, Lankshear and Leu,

eds., 2014). Out of 15, 8 employees was agreed with this statement and rest of them, were not
agreed with this statement or not sure about it, whether the hotel management team is
implementing digital technological instruments. Thus, it implies that, Britannia hotel require to
using digital technologies to betterment of its operational efficiencies.
Theme.2: Social media and mobile technological digital tools are being utilised by
administration of Britannia hotel most.
Which types of digital technologies are being utilised by administration
of Britannia hotel most?
Frequency
Digital rooms services 3
Smart rooms keys 2
Cloud services 3
Social media and mobile technology 5
Wi-Fi connectivity 2
Artificial Intelligence 0
Total 15
Interpretation: From the analysis, the question has been asked by researcher to 15
selected employees of Britannia hotel, which types of digital technologies are being utilised by
its administration in respect to making improvement within operational activities and efficiency
level of the firm. Out of 15, 5 employees was agreed with the statements of using of social media

and mobile technologies to making communication among multiple employees and its customers
at same times. Rest of respondents were agreed with several other options such as, cloud
services, mart room keys, digital room services, Wi-Fi connectivity etc. hence, it can be said that,
social media and mobile applications are mostly used by its professionals.
Theme.3: Using of digital technological instrument has made significant impact upon
business performance from its previous figure.
Implementation of digital technological instrument has made
significant impact upon business performance from its previous
figure?
Frequency
Yes 7
No 3
Not Sure 5
Total 15
Interpretation: From the analysis, the researcher has asked a question to 15 selected
employees of Britannia hotel which is, utilisation of digital technological instrument has made
significant impact upon business performance from its previous figure. It was fond out that, from

its last few decades, the business has been gaining faster rate in order to growing in industry
because of utilisation of updated and advanced technological instrument which assist them to
functioning of its various operational activities in enterprises. Out of 15, 7 employees were
agreed with this statement and rest of 8 employees, in which 3 were not agreed and 5 were not
sure about, their organisation has reached out to top level by utilisation of digital technological
tools and mechanisms within its hospitality facilities.
Theme. 4: Customer satisfaction level got increased after implementation of digital
technological tools upon hotel's business functionalities.
Is customer satisfaction level got increased after implementation of
digital technological tools upon hotel's business functionalities?
Frequency
Yes 8
No 3
Not sure 4
Total 15
Interpretation: In the survey of questionnaire, the researcher has asked question to 15
selected employees of Britannia hotel, which is, after utilisation of varied of digital technological
tools and techniques, customer satisfaction level has got increased within business environment.

It was identified that, within selected respondent, out of 15, 8 employees were agreed with this
statement, to boosting up customer satisfaction level in business by furnishing digital facilities to
employees and customers as well as in respect to increment customer convenience at workplace.
Rest of them, 3 employees were disagreed with this statement and 4 employees where not sure
about it. Hence, it can be said that, Britannia organisation has boosted up satisfaction level of its
existing customers by simplifying customer's issues by exploitation of digital technological
instruments.
Theme. 5: Implementation of digital technological techniques and tools made impact on
improving efficiency level of hotel.
Is uses of technological techniques and tools made impact on
improving efficiency level of hotel?
Frequency
Yes 6
No 4
Not Sure 3
Total 15
Interpretation: From the questionnaire, a question has been asked by researcher to 15 selected
employees of Britannia hotel about, exercise of digital technology tools and techniques has made

impact upon betterment of efficiency level of the hotel performance in industry. From the
analysis, it was identified that, out of 15, 6 employees were positively agreed with the statement
of increment of efficiency level by utilising social media and mobile applications to getting
engagements within existing customers of the business. So they effectively offering their
facilities and also providing smart accommodation services, which enable business professionals
to increment in performance scale of enterprises. Rest of them, 4 employees were not sure about
it, how much efficiency has been gained by firm or 3 employees were not sure about it, whether
the business has been vantage efficiency level of the hotel within industry. Hence,. It can be said
that, numbers of digital and smart technological instruments are being utilised within its rooms
and operational department to better managing all activities of business.
Theme. 6: sing of digital technology made positive impact upon productivity and profitability
of business.
Has using of digital technology made positive impact upon
productivity and profitability of business?
Frequency
Yes 7
No 4
Not Sure 4
Total 15

Interpretation: From the analysis, it servery conducted by t researcher and has been
asked a question to 15 selected respondent employees of Britannia hotel which is, Has using of
digital technology made positive impact upon productivity and profitability of business
effectively. Numbers of issues related to provision of accommodation facilities has been
addressed by its management team by utilisation of advanced digital technological tools. Out of
15, 7 employees were positively agreed with this statement for using of digital technological
instrument has boosted up the productivity and profitability efficiently level of the business
within the industry in respective manner. They can easily get touched to its existing customers in
the market and in the hotel, cloud technology enables effective filling, storage, sharing of
information. This could also give access to sophisticated software systems to support business
enterprises efficiently. Communicational level with loyal customers has been raised by using
this technology. So it can be said that, it has made great impact upon profitability and
productivity level of the business by raising up customer base of the hotel in the city. Rest of
them were not sure about it.
Theme. 7: How would you suggest administration of Britannia hotel to betterment of
utilisation of digital technology within the organisation.
How would you suggest administration of Britannia hotel to
betterment of utilisation of digital technology within the
organisation?
Frequency
7
4
4
15 Yes
No
Not Sure
Total

Utilisation of mobile applications 7
Keyless entry 3
Using of live chat features. 3
No Recommendations 2
Total 15
Interpretation: In this survey, the last question has been asked by researcher to 15
selected employees of Britannia hotel which is, how would they suggest management of the
hotel to betterment within its existing digital technologies to improving performance of the
business more in industry. Out of 15, 7 employees were agreed with utilisation of mobile
applications and software to offering their packages to employees. In addition, 3 employees were
agreed with utilisation of keyless entry in hotel and rooms and 3 employees has recommended to
utilisation of live chat features by using social media networking tools to getting engagement
with its existing customers to knowing them about its attractive offers and holiday packages, so
they will be able to selection of the best suitable packages for them. Hence, utilisation of mobile
applications is one of the best alternative for Britannia hotel in case of utilisation of updated and
advanced applications and software's to functioning business operational activities in smart ways.
Utilisation of mobile applications
Keyless entry
Using of live chat features.
No Recommendations
Total
0 2 4 6 8 10 12 14 16
7
3
3
2
15
Frequency

Literature review
According to Lazaroiu, (2015) Digital technology is a base of two process. Digitised information
is recorded in binary code of combinations of digits 0 and 1, also called bits which represents
words and images. These technologies involved cloud computing, social media marketing,
mobile communication and artificial intelligence. The digital age continues to disrupt every
aspect of business. It indeed transforms the perception of management of business organisations
and assists them in reducing their manual efforts and enhancing their growth and development.
Facer Jr, Inoue and Zigarmi, (2014) elucidated that technology has been widely considered as
one of the crucial factors for hospitality industry, which assists business professionals in
execution of various tasks within hospitality environment in respective manner. IT sector is one
of the most emerging sectors in the world and it is inventing various types of innovative
technological instruments which help hotel industry in functioning of its various operational and
other departmental works in easy ways. Kauppila, (2018) argued that digital technologies helps
in enhancing the productivity and profitability of the organisations but it also affects negatively
on the employees psychology. Management needs to put enormous amount of its budget for
implementing these technologies and further adds more in order to provide precise training and
support to the employees. Ahmad and et.al., (2014) elaborated that in order to sustain in the
competitive environment, it is essential and crucial for the management of business organisation
to implement latest and advance digital technologies. These technologies can be mobile
communication, cloud computing, advance accounting information system, human resource
information system, social media marketing, digital marketing, etc.
Digital technologies aid in increasing the effectiveness in the quality of work and also
saves cost, time and efforts of the organisation. Kiruja and Mukuru, (2018) said that digital
technologies provides competitive advantages to the customers as by implementing it within the
business framework, the management of business organisation will be able to attract more and
more customers towards. Miner, (2015) explained that digital edge exists where digital
information and physical resources combine in new ways to create value and revenue.
Enterprises seeking a digital edge transform processes, business models and the customer
experience by exploiting the pervasive digital connections between systems, people, places, and
things. Olafsen and et.al., (2015) straightforwardly describes that digital technologies are helping

tools for the organisation. These tools changes the perceptions of management and provides
adequate assistance to them so that they can sustain in the competitive environment.
Different type of changes has taken place in relation with technology and all these has
helped in making the business to attain their set of goals in appropriate manner. The type of
perception carried out by individuals are different. In this context, use of social media is effective
platform that allows the business to have direct interaction with customers. All the problems that
are faced by workers can be considered and steps can be taken so that these can be solved. As per
Purcell, Buchanan and Friedrich, (2013) there are various forms of digital technology, it includes
email, social media, etc. All these have their own set of benefits and disadvantages. With this
respect, all the business is required to taken up appropriate steps to determine the most suitable
tool that will be favorable enough to provide customers with information regarding the tools and
techniques that are applied by the business. Further, social media provides the opportunity for the
employees of the organization to have direct interaction with customers (Miner, 2015). This way,
all the issues that are faced workers can be identified and steps can be taken to fulfill them in
appropriate manner. When all the issues or problems are taken into proper consideration, then it
makes the business to raise their sales and profitability.
TASK 3
P.5. Analysing research data
In context of assessing the research information, the researcher has utilised impressive
and relevant approaches to complete it. Research methodology provides appropriate values to
researcher to execution and formation of research structure in respective form, which assist the
researcher and ultimate users of this project to getting knowledge about aims and objectives of
study (Ellis and Loveless, 2013). As per this approach, the research methodology upon this
projection which is as below:
Research philosophy: Research philosophy deals with the source, nature and
development of knowledge. In simple terms, a research philosophy is belief about the ways in
which data about a phenomenon should be collected, analysed and used. Research philosophy is
the content which provides value to researcher which assisting them into assessing and
interpreting of the collection of information. This is the first step of RM in which the research

Onion which defines that, in context of attaining aim and objectives of this research. In this
accordance, the researcher has utilised positivism research philosophy.
Research design: Researcher design refers to the plans which helps the researcher in
attaining the research questions in more effective and efficient manner. Research design is
general guidelines, which helps the researcher to making answer of the given research questions.
In this study, the investigator has been utilised exploratory designs of research.
Research approach: Research approach refers to the plan which are formulated by
researcher that describes the steps which consists of broad assumptions formulated by researcher
to the process of data collection and analysis. Research approach defines that, in current research
project, the researcher has utilised the deductive research approach to gathering information
regarding to this topic (Higgins, Xiao and Katsipataki, 2012).
Research strategy: A Research Strategy is a step-by-step plan of action that gives
direction to researcher thoughts and efforts, enabling researcher to conduct research
systematically and on schedule to produce quality results and detailed reporting. Researcher
strategy refer to the planning of the formation by which researcher can attain desired goals and
objectives of this research strategy. The researcher has been used qualitative and quantitative
approach for collection of data.
Data collection: Data collection is considered to be most important and essential part of
the research study. Data can be obtained from two sources which are primary and secondary
sources. In order to gathering relevant data, researcher has taken a sample of 15 employees of the
hotel which helped researcher to provision of data. Primary and secondary data collection
approach has been used by investigator during collection of data.
Sampling: Sampling is the statistical process of lowering the size of survey population.
As collecting data from large populations is not feasible for researcher thus, researcher prefers to
take sample. The researcher has taken 15 respondent as sample of this projection to asking
questions about impact of digital technology upon the hotel operation.
Research limitations: Researcher faced obstructions and challenges during the research. Some of
which are discussed below:
 Choosing of appropriate aim and objectives of this project was difficult task for
researcher which would suitable for the business for the study.

 The way of collection data about to this topic, researcher has though carefully about
selection of appropriate research study.
 Deciding timelines was time consuming for researcher, in case of allocation of research
exercises and timelines framework of this research in order to completion of several
activities of this projection before deadline (Purcell, Buchanan and Friedrich, 2013).
P.6 Communicating appropriate recommendations
From the above investigation, the researcher has designed various recommendations
which should be implemented by top administration team of Britannia hotel in terms of
expanding the utilisation of digital technologies within the organisation effectively. These
recommendations are as below:
Utilisation of mobile applications: Mobile technologies are technologies that helps the
management to reduce their efforts during the communication process. Mobile technologies has
been created revolution within operational performance of hospitality industry. Britannia hotel
managers keep up with updated and advanced mobile application and software at workplace in
order development of operational efficiency at great manner. Thus, utilisation of mobile
technology can improve its working efficiency in industry (Vodanovich, Sundaram and Myers,
2010).
Cloud technology: Cloud technology might enables effective filing, storage and sharing
confidential information about employees and customers as well as within safe manner (Higgins,
Xiao and Katsipataki, 2012). The utilisation of cloud technology assist administrative jobs of the
hotel to give access to sophisticated software systems to support business enterprise. With the
help of this tool, they can transform critical data and information about their business in safe
ways.
Training of employees: Old employees does not familiar with advanced technologies
which is being used at workplace by top management of the hotel. It is recommended by
researcher, to proper provision of training and development program to its existing employees of
the hotel, so they will be able to better comply with new digital technology and complete
difficult operational tasks within easy manner (Weisberg, 2011).
Social media and mobile technology: Social media and mobile technology has become
of the critical elements of a business in order to making communication among various
department of the business. Britannia hotel administration must utilised mobile technology to

execution of their marketing and promotional efforts efficiently (Vodanovich, Sundaram and
Myers, 2010). With the assistance of social media networking they can better engaged with
existing customers in market and provide them suitable hotel accommodation and hospitality
services which they desire most.
Improving security: It is needed for hotel business to improving confidential data and
information regarding to their customers and business operations. With the help of security
options and internet alternative options (Weisberg, 2011). It is recommended to top management
of the hotel to utilisation of security alternative by implementing advanced features of digital
technology which can help them to functioning of their various business functionalities in
respective form.
P.7. Reflection
From the entire research projection, it has examined by researcher that, completion of a
research project was not an easy tasks for the investigator. In this context, I have utilised the
current topic which is, impact of digital technology upon various business functionalities of
Britannia hotel within this study. During the completion of projection, I have learnt that,
utilisation of digital technology has become essential part of each one's life. With the assistance
of digital technology the hotel administration can easily complete various operational tasks and
reduce efforts or saving time of employees while functioning of their tasks. According to impact
of modern digital technology upon hospitality industry, I was able to formation of appropriate
aim and objectives in respective form. After that, I have prepared a structure of systematic
projection management plans which provide guidelines to execution of each tasks according to
plan. Total budget, risk and resources has classified among all activities. Apart from it, with
using of Gnatt Chart and network diagram has been created the assisting in displaying the flow
of activities which breakdown the structure of the study within systematic ways.
Apart from it, the researcher has utilised research methodology in respect to raising up
influences of the research project. It provides systematic guidelines in terms of making structure
of the study which assist the researcher and end user of this study to gaining comprehensive
knowledge about impact of digital technology upon Britannia hotel (Coiro, Knobel and Leu,
2014). Data collection and gathering is one of the crucial tasks for me by utilisation of
appropriate methodologies. In order to gathering data from sampling, I have selected 15
employees of the hotel by randomly which has provided me proper response which has been

asked for them. In order to interpretation of data, I have utilised thematic approach of
representation of data within form of chart and graph. I have taken proper permission before
conduction of appropriate data. With the assistance of relevant data regarding to collected data
and its interpretation, management of Britannia hotel will be able to recognise the necessity
changes in technological sector of the firm by which operational efficiency can be improved.
Within the project, I have recommended some essential factors which mat affect the business
operations in perfect form. Several types of alternative digital instrument and mechanisms has
been suggested by researcher to top management of the hotel in context of betterment within its
existing technological uses of firm for improvement within business functionalities in perfect
manner. Hence, it can be said that, with the assistance of improved and advanced digital
technological instrument, Britannia hotel can make betterment within its various business
functionalities in appropriate manner and increase the profitability and productivity of firm in
industry (Coiro, Knobel and Leu, 2014).
CONCLUSION
From the above research, it can be concluded that digital technologies greatly influences
the business operational activities of Britannia Hotel. In this context, the project aim and
objectives has been devised. Research methodology used by researcher has been discussed in the
researches study. The primary and secondary analysis has been made and it was identified that
digital technologies are significant for the organisation. Recommendations has been provided in
the study. Researcher has summarised the whole research in form of reflection.

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