A Management Point of View on the Innovative Use of Front Counter Technology in Hotels

Abstract

The hotel industry places a significant emphasis on technological innovation as a critical strategic management issue. Despite this, much of the current research on hotel technology has concentrated on the processes of technology acceptance, despite the fact that technology adoption is required for the majority of staff. There is a gap in the academic understanding of the company-wide management processes and effects that are related with technological advancement. This study explored the effects affiliated with hotel front desk digitalization by a large and multi hotel corporation. This research has used the service innovation archetypes as a theoretical lens to conduct their investigation. Written interviews with 140 different hotel managers were carried out in accordance with a qualitative methodology. In order to analyse the data, a theme analysis in three steps was carried out. To be more specific, the sequential recruiting, learning, and deploying process that is connected with technological innovation, the outcomes of digitalization, and the experience value were investigated in order to establish a comprehensive operational framework. The framework gives users strategic information on how to successfully create and manage front desk technology.