The Peninsula Hong Kong: ICT, E-Tourism and Service Table of Contents The Peninsula Hong Kong: ICT, E-Tourism and Service 3 1.0 Introduction 3 2.0 Literature Review 6 2.1 Customer Service and Satisfaction 6 2.2 Local Capacity and Social Adaptation 7 2.3 Liberalisation Strategy 8 2.4 Summary 11 3.0 Methodology 12 4.0 Case Study 14 4.1 Website Evaluation 14 4.1 Guest In-room Experience 15 4.2 ICT Capacities 17 4.3 Intranet & Internal Electronic Communication 18 4.4 Summary 19 5.0 Recommendations and Conclusion 20 5.1 Recommendations 20 5.1.1 Adopt IT to housekeeping 20 5.1.2 Express Check In 21 5.2 Conclusion 22 References 24 The Peninsula Hong Kong: ICT, E-Tourism and Service 1.0 Introduction …
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Creating a high technological environment has benefits to the surrounding region as well as for the customer base. Technology requires infrastructure in terms of energy, internet capacity, and other services to the community. Tourism is not a separate activity, but is integrated into the region in which the events of tourism occur. The liberalisation theory provides context for how technology can increase the economy and socio-developmental capacities of the surrounding region. 1.1 Background The Peninsula Group is one of the divisions of Hong Kong and Shanghai Hotels Limited (“HSH Group”) and operates nine luxury hotels in major cities in Asia and the U.S.A. As they expand into Europe, The Peninsula Paris will open in late 2013. The Peninsula Hong Kong is one of the nine luxury hotels and opened on the 11th December 1928 when it was the only five star luxury hotels in the city. It has been awarded No.1 in the 2012 World’s Best Business Hotel – Top Hotels by City International by Travel + Leisure U.S.A., No.3 in WorldBest City Hotels by Blianz Switzerland, Winner of Worldwide City Hotel of The Sunday Times Travel Magazine (U.K.), and Best Business Hotel in both The World and The Asia-Pacific in 2011. All of these reputations not only have made Peninsula Hong Kong one of the best choices in Hong Kong for both business people and leisure travellers from all over the world but also provide all visitors a glorious and glamorous experience. A visitor’s impression of the Peninsula Hong Kong begins way before he or she steps into the hotel. Beginning at the reservations stage, potential guests can check the Peninsula website for information regarding availability, rooms, restaurants and also other information regarding the hotel and Hong Kong. In September 2012, The Peninsula Hong Kong proudly unveiled the first phase of its landmark room enhancement programme that offers guests the highest levels of comfort, with a HK$450 million project that will see all 300 guestrooms and suites transformed into technologically advanced spaces. Complementing the chic elegance of the new room design is the revolutionary in-room technology, setting new standards for guest personalisation. The system has been developed in-house by The Peninsula Hotels’ Electronic Services Department, a pioneer and industry leader in the research and development of innovative guestroom technology. The Peninsula is the only hotel company in the world with its own research and development facilities to design build and customise equipment to serve its guests. 1.2 Research Study The Peninsula Hong Kong provides an excellent model to study on traditions of quality and services combined with Information and Communication Technologies (ICTs) to maintain or even enhance the competitive edge for the hotel. In general, The Peninsula is one of the most expensive hotels in Hong Kong. While there are many new high technology hotels in Hong Kon
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