Exploring Technology's Significance: A Marriott Hotel Operations Study

This research report explores the impact of technology on Marriott Hotel's operations, focusing on how technological advancements influence various aspects of the business. The report begins with an introduction highlighting the growing significance of technology in the hospitality sector, specifically in enhancing service quality and customer satisfaction within the Marriott brand. A comprehensive literature review examines existing research on technology's role in business growth, operational efficiency, and customer engagement within the hospitality industry, including discussions on the impact of social media, online booking systems, and guest service technologies. The research then presents its topic, research questions, aims, and objectives, which are to understand the importance of technology for Marriott Hotel, evaluate its impact, analyze the benefits of implementation, and recommend successful implementation strategies. The methodology section details the interpretivism research philosophy, inductive research strategy, qualitative research approach, and descriptive research design chosen to explore the subject matter. Data collection methods include both primary (questionnaires) and secondary (books, journals, internet) sources, with an explanation of the sampling process. The report aims to provide insights into how technology can be leveraged to improve Marriott Hotel's operational procedures, customer service, and overall business performance.

Research Methods
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TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
LITERATURE REVIEW................................................................................................................1
RESEARCH TOPIC AND QUESTIONS.......................................................................................3
RESEARCH AIM AND OBJECTIVES..........................................................................................3
INTENDED METHODOLOGY.....................................................................................................4
CONCLUSION................................................................................................................................6
REFERENCES................................................................................................................................8
Appendix........................................................................................................................................10
Gantt chart............................................................................................................................10

INTRODUCTION
In the present era where the technology is fast increasing in every sphere of the system
there are all new kinds of invention. So, the working sector and hospitality business is also
flourishing very fast with attractive all the innovation in thinking and developing new ideas. It is
the fastest increasing industry in the system present which is also fit to give the best service
quality to all its customers. The present research report is based on Marriott Hotel which a luxury
hotel and is managed by JW Marriott Hotel under the brand of Marriott International hotel.
Research will discuss the impact of technology on working and function of Marriott hotel. It is
the priority of any service based industry to satisfy its customers by providing them the best
quality of service. The service which is supplied by the hospitality industry is the only achievable
way in which the company can grow in the industry. Giving the good quality of service to the
customer will also be increment in the profit and costing of the company will decrease. Service
quality also include the way in which staff interact with the customer. It is therefore on
considering the type and nature of work that takes place in hospitality firms, advanced
technologies play a greater role in assisting them to generate more amount of profit. Also, it is a
guaranteed tool to attract a large set of consumers with a leading contribution of social media
marketing to fetch the interest of new customers. Technology is very importance in all the parts
of hospitality industry as this enable the firm to earn higher profit and cost of the company is also
reduced. Technological advancement must be on regular path so that they can increase the
service quality of Marriott hotel.
Proposal topic: To explore the significance of technological system adopted by hospitality
industry for carrying out their operational procedure - a study on Marriott hotel
LITERATURE REVIEW
According to Law, Leung, Au and Lee, (2013) technology is very important in the
working, growing and development of company. In today's era of technological advancement
where everything is growing faster with the introduction of technology, without technology, the
present world cannot be imagined and thus, it is essential for business and industry to select the
technological changes in its decision making or growth. It was said by the Boella and Goss-
Turner, (2013) that if company is been engaging into significant use of technology then they
would be doing better in their work and including higher amount of profits. This is very much
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important part of operations and working of companies which is helping them to increase and
improve their working and earning for them increased number of profits as well.
Šerić, Gil-Saura and Ruiz-Molina, (2014) are also with the view that technology is
influencing the whole world and working of all industries depends on technological
advancement. Technology is important in the hospitality industry as this sector is the fastest
growing across world. Walker, (2016) stated that hospitality industry is that sector which is
providing maximum amount of profit and revenue to the government of any country. Hospitality
industry includes hotels, restaurants, travel and tourism, event planning, theme parks and
transportation sector. All these sectors of hospitality industry are totally service based and for
these, providing the best quality service and customer satisfaction are two priorities.
Liu and Mattila, (2016) said that service quality and customer satisfaction can only be
achieved by the modern methods as traditional approaches cannot be helpful in regulating the
business plan. All the sectors in this industry are heading towards the advancement of the
technology and gaining profits as said by Lee, (2016).
Kandampully, Zhang and Bilgihan, (2015) further clarify that technology is not of much
importance to the hospitality industry or hotel sector. The way in which employees or staff of a
hotel industry interact with customers or clients define quality of service of that hotel. Customer
satisfaction is not connected with the technological advancement in hotel as it is related with the
quality of food, level of attention, accommodation and over all service quality of the customer.
Whereas, according to Boella and Goss-Turner, (2013) technological changes have impacted the
working and operations of hotel sector to a large extent. Technology plays an important role in
the hospitality and tourism industry. It is beneficial for both; customers and businesses.
Technological changes include advancement in level of communication, reservation and guest
service system. The moment customer wants to book a ticket for the hotel till he gets in are all
regulated by advanced techniques today. Radojevic, Stanisic and Stanic, (2015) also said that if
company are using higher level of technology then this could also be troubling them if they are
not taking care of their use and impact of innovation or that of technology.
As per Viglia, Pelloia and Buhalis, (2018) technology affects and assists the growth of
hospitality industry in the present era. There are several types of websites and applications which
are related to hospitality industry or hotels and are working round the clock to bring the travel
and accommodation related services closer to the end user or the customer. According to Cohen
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and Olsen, (2013) who is of the view that technology is allowing continues communication and
streamlining the guest experience from reservation to the checkout. Internet is a powerful tool
which is enabling the hospitality industry to grow as this is allowing customers to see inside the
hotel without going there which increases their trust and satisfaction which is said by Law,
Leung, Au and Lee, (2013). All kinds of websites, blogs, online advertising and social media are
helping customers to choose the best hotel from all alternatives. Thakran and Verma, (2013) also
said that reservation system is also improved because of the introduction of technology in hotels.
Now, the customers can easily book the tickets and know what should be done while they are
accommodating in that hotel or visiting destination. While Viglia, Pelloia and Buhalis, (2018)
said that this technological advancement is very much impacting which is the enabling company
and industry on larger scale as well in their deployment of human resources.
Radojevic, Stanisic and Stanic, (2015) said that in implementation of technology in the
hotel is a great help to the management and that to customer. The industry is growing very fast
and they are largely dispersed industry which is using the computer system and internet to stay
connected to the world. Wood, (2017) analysed that computer system is allowing to
communicate between branches and locations which make it easier to streamline the reservation
and cross company policy. The hospitality industry is using the technology at its best possible
use and then satisfying the need and demand of customers or clients who are travelling or staying
in the hotels as per Walker, (2016). The use of computer system in reservation by customer is
making them happy and satisfied at the starting point only. Booking of online tickets are also
now available by the apps like Goibibo, Red bus and Trivago are some of the best known apps.
This is also further stated by Walker, (2016) that hospitality industry will not be able to grow
without the help or use of technology
RESEARCH TOPIC AND QUESTIONS
Main focus of the research is on analysing the impact of advance technology on the
performance of the business. It is done by considering different types of strategies adopted by the
organisation. There are some research questions which are based on the selected topic which will
be covered in the present research. Title: The significance of technological system adopted by
hospitality industry for carrying out their operational procedure - a study on Marriott hotel
Research questions
 What is the importance of technological system for Marriott hotel?
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 What is the impact of technological system on working and operations of hotel?
 What are the benefits of implementing technological system within hotel?
 What are the ways in which technological system can be implemented successfully
within hotel?
RESEARCH AIM AND OBJECTIVES
Aim: To explore the significance of technological system adopted by hospitality industry for
carrying out their operational procedure - a study on Marriott hotel
Research objectives:
 To understand the importance of technological system for Marriott hotel
 To evaluate the impact of technological system on working and operations of hotel
 To analyse the benefits of implementing technological system within hotel
 To recommend the ways technological system can be implemented successfully within
hotel
INTENDED METHODOLOGY
3.1 Research philosophy
Research philosophy is generally a term which is known as the belief and value of
scholar. It is useful to carry out research in an effective manner. There are two types of research
philosophies that are interpretivism and positivism. The present study is based on exploring the
significance of technological system for working and operations of hotel. Therefore,
interpretivism philosophy will be undertaken by the scholar. This philosophy is useful as it helps
in analysing the quantitative observation which helps in completing the entire investigation in an
effective manner (Abidin, Rusli and Khan, 2016). The reason behind selecting this techniques is
that it help in collecting the specific information which help in reaching to the aims of the
present research.
3.2 Research strategy:
Research strategy is known as the methodology which assist researcher to explore the issues
presented in the selected topic.Further it is simple plan which assist scholar to answer the
research questions in a appropriate manner. In the present research inductive strategy will be
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used as it helps in first collecting the specific information and then gernalisation of the same will
be done
3.3 Research approach:
In the present research qualitative method will be used as it helps in carrying out the
theoretical aspect of the selected topic. The reason behind selecting this technique is that it helps
in collecting large amount of information and reach to valid outcome, further it also helps in
developing understanding related to the selected topic.
3.4 Research design
Research design is known as the process of presenting findings of collected information
in line of research aim. There are three types of research designs that are descriptive, exploratory
and explanatory which can be used to present the findings (Creswell and Poth, 2017). Present
investigation is carried out on exploring the significance of technological system for working and
operations of hotel. Therefore, investigator will choose descriptive research design. The reason
behind selecting this design will help the scholar in describing characteristics of the population
which are covered in this study.
3.5 Data collection
It is a process of collecting information from different sources so that investigation would
become more effective and reliable. There are two important methods of collecting information
that is primary and secondary (Edson, Henning and Sankaran, 2016). In primary method,
information which is new and fresh is collected while secondary information and data which is
already published is gathered by the scholar. Selection of research method is done on the basis of
type of research which is conducted. Present research is conducted on exploring the significance
of technological system for working and operations of hotel. In respect to gain information
related to the digital technology and its uses in the Marriott hotel. Therefore, research will collect
both primary and secondary method to gain both new and existing information. For gathering
primary information, questionnaire method will be used by the researcher while for collecting
secondary information, books, journals and internet will be considered by the investigator. The
reason behind selecting this both method is that it helps in making research more reliable and
valid.
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3.6 Sampling
Sampling is a process in which few people are selected from entire population as a
sample size for gaining specific information related to the particular topic. There are different
types of sampling that is probabilistic and non-probabilistic (Tight, 2016). In the present study,
probabilistic sampling method will be used under which purposive sampling is taken into
consideration for conducting survey. Here, questions will be asked from the 12 managers of
Marriott hotel. Main reason behind selecting managers is that they will provide specific
information related to the selected topic that is exploring the significance of technological system
for working and operations of hotel.
3.7 Data analysis
It is important for the researcher to analyse information once it was collected from
primary and secondary sources. There are two different method of analysing the collected
information, that is, qualitative and quantitative which can be used in the present study to gain
valid outcomes. These techniques assist in covering the raw material into a valid and useful
information. In quantitative technique, complete gathered informative is presented in a numeric
form while in qualitative technique, it is presented in non-numeric form. In the present research,
investigator used qualitative techniques for gathering data (Mammen, Norton and Butz, A 2016).
The reason behind selecting this is that under this, different themes on the basis of results will be
prepared on the basis of collected information. Further different charts and tables will be
prepared which help in reflecting the results in a systematic manner.
3.8 Ethical considerations
It is important for the researcher to focus on ethics while collecting information because
it helps in making research valid and reliable. Therefore, the information which is collected from
secondary sources is cited properly. Further, data is gathered from the secondary sources to make
present investigation valid. Further, personal information provided by the respondent is kept
confidential and they are not forced for taking participation.
3.9 Validity and reliability
With respect to raise the validity and reliability of research, an information is collected
from the appropriate sources. Further, themes are prepared on the basis of data analysis chapter
so that complete information is presented in a systematic and accurate manner. All the collected
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information is cited properly and it has therefore assured both valid and reliable study. Although,
both of these measures are slightly different from one other despite of being interrelated. This is
where the reliability of the study is being measured by referring to the constancy and consistency
of the outcomes acquired on the basis of the applied tools. However, validity with a slight
distinct consideration necessitates the investigator to verify the soundness of the study, in terms
of the tools used for collecting data. This needs to produce valid and solid claims.
CONCLUSION
From the above information, it can be concluded that technology is continuously
changing with changes in time and it supports the hotel in a positive manner. It is important for a
firm to adopt new technology so that it can improve its day to day activities and grab a large
customer base with high market share. Further, it can be articulated that employees can be
trained by the use of new technology in an effective manner. With the help of advanced
technology, it becomes easy for the firm to make innovative products and services for customers.
Further, they can easily sale quality products to customers that will lead to increase the profits. .
All the changes which are taking place in world are necessary to be involved or use in hospitality
industry. Technological system in hotels help in increasing the sales and profit of the company.
With this use of new technology it become easy to respond customers on time which help in
increasing their satisfaction level. Furthermore, management can use new technology for keeping
the record of its customers and issues faced by them, so that it become easy for hotel
management to ensure that same types of issues are not faced by other customer.
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REFERENCES
Abidin, M. Z., Rusli, R., and Khan, F. I., 2016. Resolving inherent safety conflict using
quantitative and qualitative technique. Journal of Loss Prevention in the Process
Industries.44. pp.95-111.
Boella, M. and Goss-Turner, S., 2013. Human resource management in the hospitality industry:
A guide to best practice. Routledge.
Cohen, J.F. and Olsen, K., 2013. The impacts of complementary information technology
resources on the service-profit chain and competitive performance of South African
hospitality firms. International journal of hospitality management, 34, pp.245-254.
Creswell, J. W. and Poth, C. N., 2017. Qualitative inquiry and research design: Choosing among
five approaches. Sage publications.
Edson, M. C., Henning, P. B. and Sankaran, S. 2016. A guide to systems research: Philosophy,
processes and practice (Vol. 10). Springer.
Kandampully, J., Zhang, T. and Bilgihan, A., 2015. Customer loyalty: a review and future
directions with a special focus on the hospitality industry. International Journal of
Contemporary Hospitality Management, 27(3), pp.379-414.
Law, R., Leung, D., Au, N. and Lee, H.A., 2013. Progress and development of information
technology in the hospitality industry: Evidence from Cornell Hospitality Quarterly.
Cornell Hospitality Quarterly. 54(1). pp.10-24.
Lee, L.Y.S., 2016. Hospitality industry web-based self-service technology adoption model: A
cross-cultural perspective. Journal of Hospitality & Tourism Research, 40(2), pp.162-
197.
Liu, S.Q. and Mattila, A.S., 2016. Using Comparative Advertising to Promote Technology-
Based Hospitality Services. Cornell Hospitality Quarterly. 57(2). pp.162-171.
Radojevic, T., Stanisic, N. and Stanic, N., 2015. Ensuring positive feedback: Factors that
influence customer satisfaction in the contemporary hospitality industry. Tourism
Management. 51. pp.13-21.
Šerić, M., Gil-Saura, I. and Ruiz-Molina, M.E., 2014. How can integrated marketing
communications and advanced technology influence the creation of customer-based
brand equity? Evidence from the hospitality industry. International Journal of Hospitality
Management. 39, pp.144-156.
Thakran, K. and Verma, R., 2013. The emergence of hybrid online distribution channels in
travel, tourism and hospitality. Cornell Hospitality Quarterly, 54(3). pp.240-247.
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Tight, M., 2016. Phenomenography: The development and application of an innovative research
design in higher education research. International Journal of Social Research
Methodology.19(3). pp.319-338.
Viglia, G., Pelloia, M. and Buhalis, D., 2018. Information Technology in Hospitality Education.
In Innovation in Hospitality Education (pp. 87-100). Springer, Cham.
Walker, J.R., 2016. Introduction to hospitality. Pearson Higher Ed.
Wood, R.C., 2017. Reflecting on some realities of consumer behaviour in the hospitality
industry. The Routledge Handbook of Consumer Behaviour in Hospitality and Tourism,
p.69.
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Appendix
Gantt chart
Activities 1st
Week
2nd
Week
3rd
Week
4th
Week
5th
Week
6th
Week
7th
Week
8th
Week
9th
week
10th
Week
Formation of
the research
proposal
Making the
objectives
and aim
Developing
research
questions
Identifying
and selecting
method of
data
collection
Literature
review
Designing
Research
Methodology
Collecting
primary
data
Data
analysis
Finding of
collected data
Recommenda
tions and
conclusion
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