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The Impact of ICT on Hotel Customer Service

The Impact of ICT on Hotel Customer Service - Dissertation Example

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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…

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The Impact of ICT on Hotel Customer Service

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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

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