Tech Introduction & Contactless Hospitality: A Park Plaza Study

This research report investigates the role of new technology in enhancing contactless check-in and check-out processes within the hospitality industry, focusing on Park Plaza London. It examines the challenges faced by the hospitality sector due to the COVID-19 pandemic and explores the digital technologies adopted to minimize its impact. The study uses a deductive research approach and positivism philosophy, employing a survey strategy with probability sampling to gather data from Park Plaza employees. The findings analyze the frequency distribution and interpretation of data, leading to conclusions and recommendations for technology implementation to improve contactless services. The report also includes a reflection on the research process, an alternative research methodology, and the questionnaire used for data collection, highlighting the significance of digital technologies in addressing operational gaps and enhancing customer experience in the hospitality industry.

Research
(To investigate the role of the introduction of the new
technology to enhance contactless check in and check
out in hospitality industry)

Table of Contents
Introduction......................................................................................................................................3
Chapter Two: Literature Review.....................................................................................................5
Chapter Three: Methodology...........................................................................................................8
Chapter Four and Five: Findings and Discussion of Data Interpretation......................................11
DATA ANALYSIS AND FINDINGS..........................................................................................11
Frequency distribution table.................................................................................................11
Data interpretation table.......................................................................................................13
Chapter Six: Conclusion, Recommendations and Implications for Further Research...................21
Reflection.......................................................................................................................................23
Alternative research methodology.................................................................................................24
Questionnaire........................................................................................................................25
References......................................................................................................................................27

Introduction
New technology is one of the main and crucial factors for all the industries as digitalisation is
closely related to the level of productivity and better experience for the customers (Brochado and
et.al.,2021). Due to the Pandemic, the hospitality industry had to face the major issues in relation
to the its operations and the customers. As they had to follow new norms and rules which
comprises of new technology and staff. The research will sketch the impact of the useful digital
technologies adopted by the hotels. The chosen company for the research is Park Plaza London
which is a hotel located at the heart of the London which has the sophisticated rooms with
modern amenities. It offers high quality services for the customers and bring innovative
amenities also. The research will also highlight the preventive measures in order to deal with
issues faced due to the implementation of new technology in the hotel (Anguera-Torrell and
et.al.,2021).
Research Aim and Rationale
Research Aim:
To investigate the role of the introduction of the new technology to enhance contactless check in
and check out in hospitality industry.
Rationale
The main goal of this study is to access the role of new technology in order to enhance the
contactless check in and check out in hospitality industry (Li and et.al.,2021). The main purpose
of choosing the specific topic is to improve the level of understanding in relation to the new
technology (Hassi, A., 2019). In order to improve the contactless check in and check out in the
hotels. As there are various challenges which are faced by the hospitality industry due to the
impact of the pandemic. I will also be able to recognise valuable digital technologies which are
adopted by hospitality industry in order to reduce minimise the impact of Covid 19. Further the
research will define the various issues which are availed by the chosen company while managing
the new technology at the workplace (Marques and et.al.,2022).
Research Objectives
I. To examine the challenges faced by hospitality industry due to the outbreak of global
pandemic COVID-19
II. Explore the useful digital technologies adopted by hospitality industry to minimise
the impact of Covid 19.

III. To purpose the right type of technology to Park Plaza London to enhance contactless
check in and check out.
Research Questions:
I. What are the challenges faced by hospitality industry due to the outbreak of global
pandemic COVID-19?
II. What are the useful digital technologies adopted by hospitality industry to minimise
the impact of Covid 19?
III. What technology should Park Plaza London use to enhance contactless check in and
check out?
Significance of the Research
In the present research, it will present the need of digital technologies with the aim of improving
the enhance contactless check in and check out. It can be said that findings of the research will
reflect about the gaps that took place during Covid-19 in the operations of the company. Along
with it, the research will be used by the students, learners and the researchers to understand the
role of digital technologies in the hospitality industry (Bowen, J. and Morosan, C., 2018).

Chapter Two: Literature Review
To examine the challenges faced by hospitality industry due to the outbreak of global
pandemic COVID-19
As said by Peter Plaut (2020), there are numerous issues which are faced by the hospitality
industry throughout the time of pandemic. The Covid-19 has brought the worst situation for the
overall population and the hospitality industry has affected badly. The companies are to face the
main issue while re-opening as it is the main industry which has affected the most. Another issue
is related to the increased expenses of the hotels as they are to make use of new space and
resources in order to fulfil the trend of the market. Along with it, the new focus on technology
that is electronic check ins and check outs has become essential for the hotels (Goryushkina and
et.al., 2019). This upgradation will lead to increase the expenses for the hotels and it is also a
time consuming process. It can be said that the hospitality industry had to face diverse challenges
which requires preventive measures in order to innovate and modify the way of operations.
Digital technologies through mobile phone apps has become the significant for the people while
order room service using their smartphones. That is why, the application of the technologies will
have a main initial cost but it will tend to bring better performance, efficiencies and lower costs
longer term growth (Jang, Kim and Lee, 2022).
According to Anguera-Torrell, Aznar-Alarcón and Vives-Perez, (2021), there are various issues
which are involved in the hospitality industry such as customers, global factors and environment
factors. Pandemic has created a main trouble in the operations of the hospitality industry and the
spread of coronavirus has formed a terrible effect on the world. In context of the hospitality
industry, it can be said that one of the main challenges of COVID-19 for the hotel is mass
removals of the bookings. That is why the hotels had to face a pressure to pay salaries to the
employees even without having any source of income. The occupancy rate of the hotel has
reduced as people were not allowed to go out as they were afraid of the disease and due to the
instructions of the government. Furthermore, COVID-19 has shaped a major impact on the
human life and as well the whole global economy. Because of the boundaries formed by the
government, the hospitality industry has become one of the seriously affected industries (Liu and
et.al.,2021).

Explore the useful digital technologies adopted by hospitality industry to minimise the impact
of Covid 19
As presented by Brochado and et.al., (2021), there are various ways and useful digital technology
which is adopted by the chosen hotel in order to reduce the severe impact of the pandemic (Ann
and Blum, 2019). One of the most influential ways is to make use of social media to keep in
touch with the customers. In future, robots will also serve the customers with the aim of
enhancing the contactless option (Schweppes. and Dimitriou, 2021). As the hospitality industry
is the customer oriented industry in which the technology has the positive impact. that is why the
hotels prefer smart rooms and new technology in order to reduce the chances of the risks. Due to
which the hotel will be able to serve their customers better. The restrictions due to pandemic
has formed a pressure on the hotel to failure its capacity with the aim of operating and
functioning. Due to which the hotels had to reduce their strength of workforce so that they could
work agreeing to the limitations and instructions provided by the Government of the United
Kingdom. Also, the hotel has to lay off its existing employees because of growing costs and
decreasing efficiency levels (Guan and et.al.,2020).

Figure 1:Hotel Industry & Tourism Challenges
To purpose the right type of technology to Park Plaza London to enhance contactless check in
and check out.
As projected by Jingie (2021), the hotel industry was going through the severe changes and in
that technology is considered to be saviour which is considered by the hotels in order to perform
better in the market (Elbanna and et.al.,2022). Along with it, the demands of the customers are
kept changing and that is why the cost of investment is constant for the hotels. The chosen hotel
has prioritised the employees and worker’s health and safety that is why, the hotel has allowed
the use of technology in a systematic way which enabled check-out and check-in processes. Due
to which it has assisted in saving the overall cost of labour, as it minimised the face-to-face
contact. Also, by using air conditioning units in order to disinfect the rooms. In addition to this,
the other important strategy adopted by the chosen hotel is by increasing the operational
protocols with the strategic plans for the purpose of surviving the dangerous crisis and
threatening situations (Li, Yao and Chen, 2021).

Chapter Three: Methodology
Under this the researcher will use Saunders's research onion framework as it offers various layers
for the gathering, assessment and explanation of information in an organised method. Research
methodology also refers to a collection of systems which are used to manage and examine the
data relating to the topic (Akron and et.al.,2020). It also allows the reader to measure the
complete reliability of the information (Esposito, and et.al., 2021). In that case several data
collection techniques, general observations, and statistical analysis are all comprised in the whole
process. Along with it, it will allow to bring the stages to the researcher for gathering,
understanding and analysing information which are listed below-
Research Approach
Research approach is well-defined as of two forms such as inductive and deductive approach.
The researcher will choose the deductive approach as it only uses existing concepts for
estimating and investigating the quantitative data. It is defined as the deliberate technique under
which the researcher works to more effectively with the aim of testing the theories and
hypotheses. It is also known to be the economical technique that helps in better understanding
and analysis of the data's contents. In order to achieve the goals and aims of the research, it will
be helpful for the researcher to recognise when a hypothesis is accepted and when it is rejected.
That is why the main benefit of the deductive approach is that it only assesses and inspects
statistical facts and evidences (Hossain and et.al.,2020).
Research Philosophy
Research Philosophy is divided into two systems that comprise of positivism and interpretivism
philosophy. In relation to the present case, the investigator will select the positivism philosophy
for the reason that it accommodates the procedure of assessing and investigating the quantitative
data. Another plus point is that it carries out the relevancy of the quantitative information.
Sampling
Sampling is divided into two significant types that are probability and non-probability sampling.
In the present study, probability sampling is considered as every respondent will be provided an
equal chance to contribute in the study. The researcher will choice 30 employees of Park Plaza
for the purpose of sampling. The term sampling is recognised as the way of collecting the data
from the selected group of people. Under which the respondents are picked for sampling, random
sampling is used and respondents who are chosen for the research receive equivalent and

unbiased opportunity. Generally, the researcher will focus on selecting probability sampling
because it benefits in data collection by making use of the random sample approach (Dogru and
et.al.,2020).
Research Strategy
The researcher will use of the survey as the research strategy and the current study focuses on
the various challenges which are faced by the chosen organisation. In that case the surveys will
support the investigator while gathering the information straight from the source of information.
Another advantage of the survey is that it is not that expensive and also gathers the large data in
a shorter span of time. As there are of methodologies that is interview, survey, action research,
grounded theory, and many others. That is why survey is chosen for the current study and the
main advantage of the survey strategy is that it assists in data collection by contacting data
sources.
Data Collection
The term data collection is divided into two types that is primary and secondary data collection
methods. In this study, the primary method will be reflected by the researcher to collect raw data
as per the proposed topic. Under which the researcher will form a questionnaire so that data can
be collected from the 30 employees of Park Plaza. Whereas, the another method will be utilised
to gather already published info. For this, the secondary sources such as books, articles, journals,
newspapers, and magazines will be used (Kim and et.al.,2018).
Research Choice
Research Choice is allocated into two types such as qualitative and quantitative choice. In the
present situation, the investigator will depend upon quantitative research choice meanwhile it
supports in the gathering of the numerical pieces and data of information about the major issues
faced by the hospitality industry. In addition to this, the main advantage of quantitative choice is
that it also supports in accomplishment of the outcomes which can be compared and measured.
Ethical Implications
The term ethics are the essential part of the research as it helps to do the research ethically. There
are various research ethics which are involved in the study such as contributing participant’s
rights to preserve the data, while respecting to all the participants and also obtaining informed
consent. The ethical implications are known to push the researchers to achieve the goals of the
study in a systematic manner. With the aim of fulfilling the ethical potential of the research, all

the participants who are chosen must contribute by their own consent. In addition to this, the
Data Protection Act will support to guard the personal information of the candidates (Ali and
et.al.,2020).

Chapter Four and Five: Findings and Discussion of Data Interpretation
DATA ANALYSIS AND FINDINGS
Frequency distribution table
Q1) Do you think, technology plays a prominent role in enhancing the
performance of the organisation during COVID-19 pandemic?
Frequency
a) Yes 18
b) No 7
c) May be 5
Q2) As per your perspective, what is the role of technology in improving the
performance of an organisation during pandemic within the hospitality
industry?
Frequency
a) Enables remote work for employees 8
b) Contactless and digital payments 7
c) Minimising cost of operations 5
d) Improving communication among employees 6
e) Maintaining positive work-culture 4
Q3) According to your perspective, what are the challenges faced by Park
Plaza due to the COVID-19 pandemic within the hospitality industry?
Frequency
a) Cancellations of bookings and accommodations 7
b) Less occupancy of customers 8
c) Salary cut off of employees 6
d) Decreased morale of employees 4
e) Reduced profitability 5
Q4) As per your opinion, What are the different types of digital technologies
that help Park Plaza in reducing the impact of COVID-19 within the
Frequency

hospitality industry?
a) Robotic technology 10
b) Internet of things 6
c) Augmented reality and Virtual reality 7
d) Digital marketing 4
e) Digital check in and check out 3
Q5) Do you think that these digital technologies help in reducing the effect of
COVID-19 pandemic within the hospitality industry?
Frequency
a) Strongly agree 10
b) Agree 8
c) Neutral 5
d) Disagree 4
e) Strongly disagree 3
Q6) As per your idea, what are the types of technologies used by Park Plaza to
provide check-in and check-out facilities to their customers?
Frequency
a) Online bookings for rooms 9
b) Increase in remote services 7
c) Contact less transactions 5
d) Digital keys for room 6
e) In app orders 3
Q7) Do you think that contactless check-in and check-out technologies has
helped Park Plaza to ensure safety to their visitors during COVID-19?
Frequency
a) Yes 12
b) No 10
c) Can't say 8