Example Of The Effects Of It In Hotels Literature Review
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Innovative technologies have been actively implemented in the hospitality industry in the recent years. Speed, reliability and precision largely determine the effectiveness of management decisions in this area. The implementation of these conditions is possible only within the framework of the application of information computer systems.
Modern technology started to merge in the hospitality industry in early 1970s and since then it has been having a major impact in hotels’ performance and overall guest satisfaction (Meuter et al., 2000; Brewer, 2008; Cobanoglu & DeMicco, 2007; Goh & Law, 2007).
Introduction of IT in the tourism business faces many challenges, which include inadequate funding, poor level of training of workers in the tourism industry of modern computer trend of information technology in the tourism sector, the active work of a number of computer companies that specialize in this area indicate good prospects in this direction.
Any management information processes include registration procedures, data collection, transmission, storage, processing, and delivery of information management decision-making. Information technologies are the means and methods by which these procedures are implemented in various information systems.
In their article Kim et al. (2013) review and analyse the main directions of the use of modern computer technology in socio-cultural service and tourism. Showing the impact of information technology on the development of the hotel business, Kim outlines the uses and benefits of global reservation systems and redundancy, automated systems of government hotel, modern office equipment and means of communication. The ways of using the Internet and the prospects of implementing e-commerce in the field of socio-cultural service and tourism are scrutinized by Cobanoglu (2011).
Cobanoglu et al. (2013) argues that the direction of the use of multimedia technology in the socio-cultural service and tourism is not clear-cut. They endeavour to modify the existing approaches in the field of automation of hotel business in general.
The impact of information technology on management of the hotel is profound, since it is directly related to the increase in efficiency of the hotels. IT directly affect the competitiveness on the market today. The use of computer networks, the Internet and Internet technologies, software-through automation of business processes at today is not just a question of leadership and competitive advantage, but also survival in the market in the near future.
Needless to say, information technology revolution has changed the nature and methods of doing business. Harnessing the power of technical exchange today makes it easier and faster to create and sell packages to consumers meet the challenges of financial and operational management, marketing planning, improve competitiveness and the number of sales.
For quick and error-free control operations full analysis of the current situation, the speed and completeness of guest service in the front office. It is vital to ensure high economic efficiency and quality of services is inevitable and indispensable introduction of automated information systems.
Jung, S. J., et al. (2014) explores modern trends in the hospitality industry.
An important condition for attracting tourists to the region is to improve the comfort and quality of service. To send any information is desired in each room to install a videophone and a PC connected to the global network. There has been an increasing popularity of hotels, museums, according to the relevant international standards of comfort, simply because they retain the unique charm of antiquity.
The restaurants also undergo some changes, which, however, will not be massive. In particular, the menu of restaurants, bars, cafes will be drawn up with the increasing variety, given the increasing popularity of exotic cuisine. As a background to the process of eating to be used folk music and entertainment programs
Jung et al. (2014) highlight a number of trends in the global hospitality industry. The main trend of the global hotel market include the extension of the hospitality industry in the interests of other products and services previously provided by companies in other industries. The authors illustrate several examples, namely catering, leisure, entertainment, exhibition activities.
The growing democratization of the hospitality industry contributes greatly to the increased availability of hotel services for consumers. Increasing specialization of the hotel business allows more focused on specific customer segments based on different attributes. Development of new forms of tourism, for example, ecological, adventure, extreme, some thematic areas, allows to take into account the interests of virtually all categories of consumers and make the tourism product more sophisticated (Cobanoglu et al., 2013).
Goh and Law (2007) pay attention to globalization and the concentration of the hospitality industry, which is manifested in the creation of tourist companies and hotel chains, in particular hotel associations, unions, international governmental and non-governmental organizations;
Van Beuningen et al. (2009) identifies deep personalization of service and total concentration on the demands and needs of clients. Kucukusta et al. (2014) points out to the widespread introduction of new communication and information technologies, allowing to perform a deep economic system and diagnostics. Cobanoglu (2011) stresses the use of the Internet to promote hotel products and services.
Modern technology have a tremendous impact on the promotion of the tourism product, that is distribution and sales. First and foremost, it concerns the possibility of the formation of new marketing channels of promotion and marketing of the tourist product. For example, in the field of advertising widespread direct mail tourist information via e-mail (direct-mail). In recent years, the majority of tourist companies are creating their own websites, as well as using banner ads. Although the effectiveness of these distribution channels of the tourist product is not very high, this trend should be seen as a very promising.
A good restaurateur can not only create the right atmosphere, but also offer unrivalled cuisine and superb service. As technological progress does not stand still, IT specialists are developing new solutions in the hospitality business, thereby changing the market.
Hotels have transformed their primary purpose. Modern hotels tend to boast elegant restaurants, where visitors can relax, meet with friends or conduct a business meeting. Interactive technologies take responsibility for the lion's share of the organization of the restaurant business. There are a few restaurants, where customers independently manage and service the surrounding atmosphere.
Trivia - is not only nice, but also incredibly important: during cooking now have the opportunity to watch the chefs at work, change the interior around them, send a message to man at the next table, play your favorite game or watch the match. Also, an interactive restaurant - is the ideal place for business meetings and presentations. Files from the phone or tablet, you can easily display on the interactive table. You have new opportunities to work more efficiently and relax in the restaurant.
In everyday work, when you do not have time to dine, even in fast foods - interactive surface along with trays jays not only greatly reduce your time when choosing a meal, but also bring a lot of positive emotions.
Innovation is the new milestone in the development of the restaurant business, interactive technologies are changing market demand. Not every restaurant is now able to meet customer expectations. Visitors interactive restaurant realize that the impossible is possible, and most of their space fantasies become reality. New technologies are available and so simple that even far from computer technology clients feel at ease. Delight, excitement, surprise - visitors covers storm of positive emotions and impressions from the first visit will be for ever.
Interactive restaurant - a unique institution that has no competitors. The owners of these restaurants will automatically get a head start, significantly reduced cost of maintenance personnel. Interactive surfaces themselves tell your customers composition dishes advise garnish, help with the choice of beverage. Passing waiters, all orders come directly to the database, which ensures transparency of the accounting system.
On top of all, the restaurant provides an interactive advertising himself. The first customers will want to surprise your friends and loved ones, make appointments to wonder institution. The unique format and functional solutions provide leadership in the restaurant business. Interactive institution becomes attraction, achievement of science, who want to see everything.
Each of interactive hotels has its own unique concept and idea. Success is in the hands of someone who can meet the demand, who can fulfill all the clients’ desires and expectations. Interactive technologies form a new market that opens up opportunities and influence the future of the hospitality business.
Hotel сhains, namely association of hotels that have centralized management and economic complex form, have considerable importance in the development of the hospitality industry. They promote the global tourism market, offer high standards of service and contribute to the support of hotel service of tourists. Being in another country but in familiar and comfortable surroundings, a tourist feels almost like at home. Market environment is the management of the enterprise, the successful implementation of which in modern conditions require the use of innovative approaches.
Cobanoglu and DeMicco (2007) express concerns regarding the security of hotels’ network.
Hospitality industry is based on human contact, therefore it is vital to ensure security.
The safety of customers is becoming a factor in improving the competitiveness of hotels. An integrated approach provides an optimal combination of organizational, technical, and physical measures for the prevention and timely response to any dangerous situation.
Technological protection measures include:
application of design solutions, providing the required sound insulation of walling
use of certified technical means of protection against adverse threat
periodic review of protected areas and set them in the absence of funds to bookmarks.
Implement measures to protect against information leakage reflected in the premises VIP category of customers.
When it comes to IT security precautions, Kim’s et al. (2013) study is worth pointing out. The article provides insights into security systems, arguing that luxury hotels are likely to take more adequate precaution measures. However, very basic security techniques such as anti-virus software as well as access control are used by numerous hotels around the globe (Cobanoglu & DeMicco, 2007; Kim et al., 2013). The researchers claim that vulnerability assessment scan and biometrics normally are not implemented by hotels. Kim et al. (2013) explore 4-star and 5-star hotels in terms of obtaining information security. Moreover, Kim et al. (2013) maintain that in-room technologies tend to satisfy customer needs and increase revenue. Keeping in mind profitability and guest experience, in-room tablets offer interactive services boosting customer satisfaction and attaining competitive advantage. Self check-out service as well as in-room internet access make hotels popular and appealing.
Kucukusta et al. (2014) explore the use of self-service technology in luxury hotels in Hong Kong.
One of the most crucial part of the hotel service is to provide a high degree of security, which is especially important in today's growing number of acts of terrorism, sabotage and common complication of the criminal situation. Solving this problem requires the development of a new ideology of creating the modern concept of security based on the latest achievements of hotel service and security industry.
Attracting customers to the service expands the number of people who can serve one employee, and thus increases the efficiency. This concept is widely used in the restaurant business, and thanks to modern technology is increasing its use in other sectors of hospitality industry.
In the organization of catering systems can be used that involve customers in service or use to the client's involvement in care and allow institutions to increase the capacity in the extremely busy periods. Many hotels use self-service system to offer guests food and drinks. So are the kiosks or self-service coffee in Loew's Anatole in Dallas, Wyndham Greenspoint in Dallas and Stouffer'sHotel in Orlando. This system makes it possible to serve a lot of people in a short time. Eating these hotels offer visitors a pre-cooked sandwiches and salads, giving the employee the opportunity to cooking for the future and with some margin. This system allows you to quickly serve many conference participants during breaks.
Hotels also took advantage of the technology, allowing guests to check in with a computer. Guests who prefer computer registration, do not stand in line at the check-in desk.
These examples show how managers can use the clients themselves to increase the capacity of service delivery systems.
Some fast food restaurants offer guests themselves choose the spirits and bring them to your table, thus giving employees the opportunity to serve more guests. This is especially effective if the guest expects order dishes.
In addition to the permanent service systems hotels and restaurants may develop temporary system designed for moments of unusually high demand. In Sec. 2 we talked about the hotels who are seeking to increase their power by offering special buffets on Mother's Day. Some hotels also use the buffets at breakfast, when they know that the hotel is full and the expected large collections of ordered without organizing a special breakfast. Customer self-service - one of the ways that allow firms in the hospitality increase its throughput capacity.
In view of the widespread popularity of use of hotel services profits that supports its further development grows as well. All hotel enterprises established and functioning in accordance with state regulations, which are regulators of their activities.
Brewer, P. (2008 May). Current and future technology use in the hospitality industry. American Hotel and Lodging Association (AH&LA) & University of Nevada, Las Vegas (UNLV).
Cobanoglu, C. & DeMicco, F. J. (2007). To be secure or not to be: Isn’t this the question? A critical look at hotel’s network security. International Journal of Hospitality & Tourism Administration, 8 (1), 43-59.
Cobanoglu, C. (2011). The impact of technology amenities on hotel guest overall satisfaction. Journal of Quality Assurance in Hospitality & Tourism, 12, 272–288.
Cobanoglu, C. et al. (2013). The effect of information technology steering committees on perceived IT management sophistication in hotels. International Journal of Hospitality & Tourism Administration, 14, 1–22.
Goh, C. K. L. & Law, R. (2007). Applying the “cloak of invisibility” technology to security and privacy in the hotel industry. International Journal of Contemporary Hospitality Management, 19 (7), 600 – 605.
Jung, S. J., et al. (2014). In-room technology trends and their implications for enhancing guest experiences and revenue. Journal of Hospitality and Tourism Technology, 5 (3), 210 – 228.
Kim, H. et al. (2013). Impact of hotel information security on system reliability. International Journal of Hospitality Management, 35, 369–379.
Kim, J. S., et al. (2013). Hotel information technology security: Do hoteliers understand the risks? International Journal of Hospitality & Tourism Administration, 14 (3), 282-304.
Kucukusta, D. et al. (2014). Deploying self-service technology in luxury hotel brands: Perceptions of business travellers. Journal of Travel & Tourism Marketing, 31 (1), 55-70.
Lema, J. D. (2009). Preparing hospitality organizations for self-service technology. Journal of Human Resources in Hospitality & Tourism, 8 (2), 153-169.
Meuter, M. M., et al. (July 2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64, 50–64.
van Beuningen, J. et al. (May 2009). Customer self-efficacy in technology based self-service. Assessing between- and within-person differences. Journal of Service Research, 11 (4), 407-428.
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