Executives today conduct e-conferences and e-meetings from the comforts of their rooms thanks to the advances in information technology. This growth and paradigm shift in the way business is conducted has also been witnessed in hospitality industries especially in the management and running of hotels (Koutroumanis, 2011). …
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Hospitality industries are one of the fastest growing industries globally, this has been attributed to the large number of client base that source their services. Hotels are omnipresent in almost every sphere and sector of the economy; as a result, they serve a wide variety of clients ranging from leaders on retreat, families, business meetings and travellers. The advances in technology have therefore played an integral role in the growth and developments of hotels and other related restaurant industries.
The changing consumer behaviour patterns in the global market have forced business executives to device new ways of satisfying the needs of the customers. The retention and building a strong customer base is the current headache for most hotel and restaurant managers mainly due to rapid changing face of the industry. Employment of information technology in ensuring that the dynamic customer needs is catered for will promote the growth of hotel industries (Khosrow-pour, 2002). Competitive advantage in this troubled economy is the desire of all industries. Developing products that appeal to the needs of the customers can be the first steps towards building a proper business advantage. Information technology therefore presents several avenues of improving service delivery and consumer satisfaction in hotel businesses (Koutroumanis, 2011).
Information technology therefore presents several avenues of improving service delivery and consumer satisfaction in hotel businesses (Koutroumanis, 2011). The use of advanced and sophisticated mobile and computer technology has been adopted in various levels of hotel management. Hotels have adopted interactive interface on the internet to communicate with their clients and prospective customers. As a result, service delivery has been tremendously improved as the clients desires and needs are incorporated in various spheres of hotel management. Information technology has had a tremendous change in the management and operation of hotels in the entire globe (Smith, 2002). This paper discusses the impacts that the ever changing face of information technology has had on the operation and success of hospitality industries in the world. The instruments of information technology that are employed in the hotel industry will be discussed, analyzing the impacts that they have and continue to create in the sector. Methodology This chapter reviews the methods that were used in the collection of data and information based on the objectives of the thesis. The study seeks to establish the current applications of information technology in hotels and related industries. The areas of applications of information technology and the current new tools of IT used will also be critically evaluated. This study also seeks to establish the effects of information technology in the management of hotels and how information technology increases competitive advantage in the industry. The tools employed in the process of data collection are also described within this chapter. Based on the nature of this research, the case study design is the
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