Impact of Technological Advancement in Rooms Division of Indian Hotel Industry

Abstract

Purpose: The purpose of this paper is to analyze the impact of technological advancement in rooms’ division of Indian hotel industry. Design/methodology/approach: Data was collected via in-depth, semi structured interviews with senior hotel professionals including General Managers, Front Office managers, Executive Housekeepers & Sales Managers. Several research papers that provide statistics of organizational benefit due to implementation of technology were compared to Indian Hotel Industry. The research findings illustrate several benefits and drawbacks of implementing technology used by rooms’ division department for both front & Back of the house areas. Findings: The results demonstrate that technological advancement in rooms division can have a significant effect on enhancing the customer experience and increasing revenue however it may also be accompanied by challenges such as Data Management and breach of privacy. The study also presents the most commonly installed technologies that hoteliers plan to install in the near future. Practical implications: Evaluation of benefits and drawbacks of various technologies allow hotel managers to decide the implication of latest technological inventions into their organization. Originality/value: By identifying the set of benefits and drawbacks of technologies that are currently implemented in various organizations, this study helps hotel managers decide best possible ways to implement these technological technologies in their organization keeping Capital Investment, Guest satisfaction & employee efficiency into account.

Keywords: Technological Advancement, Room Divisions, Guest Satisfaction

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