Smart hospitality : revolutionising the guest journey through technology integration in hotels

Abstract

This dissertation explores the growing use of smart technologies in the hotel industry and their impact on guest experiences and hotel operations. As technology continues to evolve, many hotels are turning to smart systems such as mobile check-ins, keyless entry, smart lighting, and virtual assistants to improve service delivery and meet changing guest expectations. The main aim of this study is to better understand how these technologies affect guest satisfaction, convenience, and overall experience during their stay. Using a quantitative approach, data was collected through an online survey completed by hotel guests who had interacted with smart technologies. The findings show that smart technologies are generally seen in a positive light, especially when it comes to making hotel stays more comfortable, efficient, and modern. However, the results also point to some challenges, including concerns about data privacy and the fear that technology might reduce human interaction in hotels. Overall, this study highlights the importance of finding a balance between technological innovation and maintaining personal service in hospitality. The dissertation concludes with recommendations for hotel managers on how to successfully integrate smart technologies in ways that enhance guest satisfaction while still preserving the human touch that is central to the hospitality experience.