HOSP011: FRONT DESK
OPERATIONS
Instructor: - Asif Saleem
Prepared by: -
Khushdeep Kaur(WCC1012170)
Tanveer Singh(WCC1017948)
Vikram Singh(WCC1014303)
Niripnoor Singh (WCC1020319 )
Gurkawal Kaur(WCC1014753
Karamvir Singh(WCC1014450)
Sandeep Singh (WCC1010465)
Topic: - Technology in the Hotel Industry
• Importance of technology in the modern
Introduction: - hotel industry.
• How technology transforms guest
experiences and operational processes?
Online Reservation Systems
Description:
• Platforms like Booking.com, Expedia
• AI-driven booking engines
Benefits:
• Enhanced booking efficiency
• Dynamic pricing and availability management
Impact on Success:
• Increased booking volume and revenue growth
Mobile Check-In/Check-Out
Description:
• Mobile apps for self-service check-in/check-out
• Integration with biometric verification (e.g., facial
recognition)
Benefits:
• Reduced wait times
• Improved convenience and security
Impact on Success:
• Higher guest satisfaction and operational efficiency
Property Management Systems (PMS)
Description:
• Centralized system for reservations, guest profiles.
• Integration with CRM and billing systems
Benefits:
• Streamlined operations
• Accurate guest data and reporting
Impact on Success:
• Better guest service and operational control
Keyless Room Access
Description:
• Smart locks and mobile key technology
• Integration with guest smartphones and wearable devices
Benefits:
• Increased security and convenience
• Reduced need for physical keys
Impact on Success:
• Enhanced guest experience and reduced operational costs
Energy Management Systems
Description:
• Smart thermostats, lighting controls, and automated systems
• Integration with energy-saving features
Benefits:
• Reduced energy consumption and costs
• Improved sustainability
Impact on Success:
• Lower operational expenses and eco-friendly practices
Digital Folio and Billing Systems
Description:
• Electronic guest folios and digital payment systems
• Integration with payment gateways for seamless
transactions
Benefits:
• Streamlined billing process
• Enhanced accuracy and transparency
Impact on Success:
• Faster check-out and reduced billing errors
Virtual Reality (VR) Tours
Description:
• VR technology offering virtual tours of rooms, amenities, and
facilities.
Benefits:
• Allows potential guests to explore the hotel remotely before
booking.
Impact:
• Increases booking confidence, attracts tech-savvy travelers, and
can lead to higher conversion rates.
Personalized Guest Experience Platforms
Description:
• AI-driven platforms that analyze guest preferences and tailor
services accordingly.
Benefits:
• Provides customized recommendations, improves personalization,
and enhances guest satisfaction.
Impact:
• Boosts guest loyalty and satisfaction through tailored experiences
and personalized service.
Mobile Apps and Loyalty Programs
Description:
• Hotel-specific mobile apps for services and rewards
• Integration with CRM systems for personalized offers
Benefits:
• Improved guest engagement
• Enhanced loyalty and rewards management
Impact on Success:
• Increased repeat business and customer loyalty
Advanced Wi-Fi and Connectivity Solutions
Description:
• High-speed, reliable Wi-Fi throughout the hotel, including
in rooms and common areas.
Benefits:
• Ensures guests have consistent and fast internet access for
work and leisure.
Impact:
• Meets the needs of business and leisure travelers,
enhancing their overall stay and satisfaction.
Conclusion: -
In conclusion, technology transforms hotels by
improving operational management, visitor
convenience, and booking efficiency while
promoting sustainability. These developments
increase contentment, fidelity, and general
success in the cutthroat hospitality sector.
Example 1: The Marriott Marquis
Technology: Mobile Check-In/Check-Out and Keyless Room Access
Implementation: The Marriott Marquis uses the Marriott Bonvoy app to allow
guests to check in and out, select rooms, and access their rooms using their
smartphones as digital keys.
Impact: This technology reduces wait times at the front desk, enhances
convenience for guests, and improves operational efficiency by minimizing physical
key management.
Example 2: The Hilton Worldwide
Technology: Property Management System (PMS)
Implementation: Hilton Worldwide utilizes the OnQ PMS system to manage
reservations, guest profiles, and room assignments. It integrates with CRM and billing
systems for streamlined operations.
Impact: This system enables Hilton to deliver personalized guest experiences,
efficiently manage reservations, and maintain accurate guest data, contributing to
better service and operational control.
References: -
Liu, C., Hung, K. (2020). Self-service Technology Preference During Hotel Service Delivery: A Comparison of Hoteliers and
Customers. In: Neidhardt, J., Wörndl, W. (eds) Information and Communication Technologies in Tourism 2020. Springer,
Cham.
https://doi.org/10.1007/978-3-030-36737-4_22
Commey, V., Akonnor, P. O., Commey, D., & Mensah, N. O. (2023). Prospects and Challenges of Property Management
System in the Hotel Industry in Ghana: Evidence from Seleected Hotels in the Kumasi, Ghana . International Journal of
Innovation and Development, 1(1). Retrieved from
https://ijid.kstu.edu.gh/index.php/ijid/article/view/10
Jeon, J., Yoo, M. and Christodoulidou, N. (2019), "The impact of Wi-Fi service on millennial diners", Journal of Hospitality and
Tourism Technology, Vol. 10 No. 3, pp. 383-
https://doi.org/10.1108/JHTT-11-2017-0133
