Studentshare
Subjects
Tourism
The Impact of ICT on Hotel Customer Service

The Impact of ICT on Hotel Customer Service - Dissertation Example

Add to wishlist

Summary

The paper "The Impact of ICT on Hotel Customer Service" highlights that using ICT provides the opportunity for employees to move quickly in getting operations done, particularly at the front desk where the customer is first seen and where many requests are made…

Download full paper File format: .doc, available for editing

GRAB THE BEST PAPER96.7% of users find it useful

The Impact of ICT on Hotel Customer Service

Read Text Preview

Subject: Tourism
Type: Dissertation
Level: Masters
Pages: 53 (13250 words)
Downloads: 2
Author: stephancrist

Extract of sample "The Impact of ICT on Hotel Customer Service"

Download file to see previous pages The purpose of this paper is to find out what actions are taken on a regular basis to help customers in a customer service aspect, to ensure that the hotel maintains a great reputation as a fun place to stay while in town on a vacation or on business. Employees of several hotels are asked to provide feedback on certain aspects of their jobs, how content they are with the tools they are given, and also how they view their jobs overall. This paper also proposes to show the importance of technology, as well as the attitudes of hotel employees, in providing great customer service to their clients, the customers who stay in these hotels, especially upper-level ones (Omanukwue 2012).

1.3 Statement of Objective
The literature review and the survey analysis will be combined to present what the latest picture might be in how ICT and customer service are conducted in these hotels and in looking at different ways this can be accomplished. Innovation, and coming up with new ideas on how to ensure people have a wonderful experience while staying at a hotel, is a big aspect of a hotel’s success in the travel industry.

1.4 Research Question
The research question for this paper is to determine how effective the use of ICT is for hotel employees and what impact it has on job satisfaction, and also customer satisfaction, as a consequence of ICT applications. This also includes how well employees are trained from the very beginning to work with ICT and also what parameters employees have in making decisions through ICT tools to accomplish customer satisfaction. This includes all levels of hotel employees, such as front desk associates, food and room service, and any other services provided within the hotel, such as travel reservations.

1.5 Justification
The justification for doing this research dissertation is to show the current state of customer service in the hotel industry. This is particularly important at a time when there may be fewer travellers, due to the recessive global economy. Additionally, many businesses are now cutting down on business travel and resorting to online meetings in order to save money on unnecessary travel. ...Download file to see next pages Read More

CHECK THESE SAMPLES OF The Impact of ICT on Hotel Customer Service

The Hotel Industry in the Peninsula Hong Kong

The Peninsula has created a wide level of ict services that work both internally and for the benefit of customer use.... The paper "The Hotel Industry in the Peninsula Hong Kong" discusses that the hotel industry has come into the modern age through the high integration of customer services.... Creating a high technological environment has benefits to the surrounding region as well as for the customer base.... 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 hotel in the city....

17 Pages (4250 words) Essay

Environmental Impact of Green Hotels

A large number of hotels are seen to adopt the ICT in major areas of operations like relationship management, customer service, marketing, communication, and other areas of operations (DiPietro and Wang, 2010).... The paper 'Environmental impact of Green Hotels' discusses the benefits and deliverables of green hotels, energy efficiency, water conservation, and waste reduction.... The first study suggested that the hotel should design effective communication strategies that would highlight their green services and products regarding the development of green positioning strategy and green image....

5 Pages (1250 words) Literature review

Essentials of Customer Service Improvement for Leisure Customers

Good customer service has effects on the hotel business; we do not need the help/services of mathematician to judge the impact of good service on the hotel business.... The purpose of this paper 'Essentials of customer service Improvement for Leisure Customers' is to investigate the essentials of the customers' service for the leisure customers within international hotels with the help of which the customers can get good services, provide suggestion.... With the help of good customer service we can boom up hotel business, as this business is client based business that grows steadily....

39 Pages (9750 words) Dissertation

An investigation into service quality and satisfaction level in 4 star UK hotel industry

the impact of services and facilities available at hotels and their impact upon tourist satisfaction have also been assessed in other studies; however the number of studies that have examined the impact of these services in terms of customer perception specifically at four star hotels in the UK are fewer.... Globalization has intensified the competitive atmosphere, with four and five star hotels in the UK facing pressure to provide quality service in order to retain customers....

34 Pages (8500 words) Essay

A Study of the Factors that Influcence Customer Decision-making in Choosing Local Thai Hotel

All of these are to win the favor of the customer in choosing their hotel over the others.... According to American hotel & Lodging Association (2002), in order to provide better services and to increase the profits of these hotels, modern facilities have been included.... ccording to Anthony, Anthony and Ghosh (2004), in the modern hotel industry, such functions or additional facilities have played an important role for customers or tourists in choosing their hotels....

80 Pages (20000 words) Essay

Management of Accommodation for Customer Satisfaction: NiteNite City Hotels, Birmingham

Scholars have defined service quality in relation to customer satisfaction and perception of quality.... Accommodation is a central aspect of hospitality and its management plays a great in shaping customer perception about the quality of service.... Many customers judge the quality of service they have received in a hotel based on the quality of accommodation among other factors.... (2002), in the hotel industry, service quality that satisfies the customers is very important in encouraging them to visit again or remain loyal to the hotel....

13 Pages (3250 words) Coursework

Impact of Information Services on the Performance of a Four Star Hotel Group

This research proposal "impact of Information Services on the Performance of a Four Star Hotel Group" furthers the understanding of what impact innovation of services has within the hospitality industry.... Hypothesis 2: If small independent hotel groups make innovations to their guest-service technologies (e.... Hypothesis 1: If a hotel builds a strong team culture and technological base, the innovation of services will have a positive impact on the performance of the hotel....

30 Pages (7500 words) Research Proposal

ICT and Impact of ICT in Hotel Industry Marketing

The author of this coursework "ICT and impact of ict in Hotel Industry Marketing" describes the fast development of ICT in the hotel industry.... The greatest impact of ict is the facilitation of communication with the company's stakeholders, provides an effective platform used to engage in marketing, advertising, and serving as an effective tool for the sales channels.... the impact of hotel industry is recognized as one of the major changes in the hotel industry (Pease, 2007)....

8 Pages (2000 words) Coursework