Digital Innovation in Hospitality: Bridging the Gap between Concierge Services and Hotel Guests
Abstract
This study has a primary objective of investigating the existing gap that exists between guest interactions and hotel concierge services, with an emphasis on exploring potential solutions through software technology. To attain this goal, twenty in-depth interviews were conducted; eight conversations involved hotel concierges while twelve exchanges entailed interactions with guests. In conducting these interviews, the research aimed to gain extensive knowledge regarding challenges faced by both parties throughout their communication processes. Each interview was critically analysed to systematically identify specific issues suitable for resolution via software applications.
The classification of concierge services facilitated the proposal of technology-based enhancements, which underwent testing by a focus group comprising both guests and concierges. The main objective of this study was to meticulously assess the proposed improvements in terms of their effectiveness in bridging gaps between these two groups. According to research results, there is a direct link between employing suggested software solutions and decreasing interaction discrepancies; implying that strategic usage can considerably boost hotel hospitality through better communication and comprehension among staff members and guests alike.
The research suggests a wider implementation of technological resources in the hospitality industry as they can enhance guest experience and increase concierge efficiency. Further investigation could examine how effective these software solutions are across varying hotel environments and evaluate their lasting effects on customer contentment and hotel profits.
References
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[2] Bock, K. 2015. The changing nature of city tourism and its possible implications for the future of cities. European Journal of Futures Research. vol. 3. no. 1. Dec. 2015. 10.1007/s40309-015-0078-5.
[3] Braun, V. and Clarke, V. 2006. Using thematic analysis in psychology. Qualitative research in psychology. vol. 3. no. 2. pp. 77-101.
[4] Brotherton, B. 1999. Towards a definitive view of the nature of hospitality and hospitality management, International Journal of Contemporary Hospitality Management, Vol. 11 No. 4, pp. 165-173. DOI: https://doi.org/10.1108/09596119910263568
[5] Buhalis, D. and Law, R 2008. Progress in information technology and tourism management: 20 years on and 10 years after the Internet - The state of eTourism research. Tourism Management. vol. 29. no. 4. pp. 609-623. 10.1016/j.tourman.2008.01.005.
[6] Bryman, A. 2012. Social Research Methods. Oxford University Press.
[7] Cardoso, L.; Soli̇man, M.; Araújo-Vila, N.; de Almei̇da, G.G.F. 2021. Topic Prominence of Tourism and Hospitality Scientific Research: The Case of Switzerland Advances in Hospitality and Tourism Research Vol 9, 179–204, DOI: https://doi.org/10.30519/ahtr.773377
[8] Creswell, J. W. 2014. Research design: Qualitative, quantitative, and mixed methods approach. Sage publications. https://spada.uns.ac.id/pluginfile.php/510378/mod_resource/content/1/creswell.pdf
[9] Dabholkar, P.A. 1994. Incorporating Choice into an Attitudinal Framework: Analyzing Models of Mental Comparison Processes. Journal of Consumer Research, 21, 100-118. DOI:https://doi.org/10.1086/209385
[10] Dabholkar, P.A. 1994. Technology-based service delivery: A classification scheme for developing marketing strategies. DOI: 10.1016/S1067-5671(94)03012-X
[11] Fusté-Forné, F. and Jamal, T. 2021. Co-Creating New Directions for Service Robots in Hospitality and Tourism. Tourism and Hospitality. vol. 2. no. 1. pp. 43-61. DOI: 10.3390/tourhosp2010003.
[12] Hevner, A.R., March, S.T., Park, J. and Ram, S. 2014. Design Science in Information Systems Research. MIS Quarterly. vol. 28. no. 1. pp. 75-105. DOI: 10.2307/25148625.
[13] Hollander, J. 2022. 35 Things a Hotel Concierge Can Do for Your Guests, Available at: https://hoteltechreport.com/news/hotel-concierge
[14] Huangxiong Qi and Rucong Mo. 2021. Exploring Customer Experience of Smart Hotel: A Text Big Data Mining Approach, E3S Web Conf., 251, DOI:https://doi.org/10.1051/e3sconf/202125101034
[15] Huang, M. and Rust, R.T. 2018. Artificial Intelligence in Service. Journal of Service Research. DOI:10.1177/1094670517752459.
[16] Ivanov, S.H. and Webster, C. 2017. Adoption of robots, artificial intelligence and service automation by travel, tourism and hospitality companies - a cost-benefit analysis. Information and Communication Technologies in Tourism. pp. 150-164. Available at: https://papers.ssrn.com/sol3/papers.cfm?abstract_id=3007577
[17] Kandampully, J. 2010. The impact of demand fluctuation on the quality of service: A tourism industry example. Journal of Service Theory and Practice. vol. 10. no. 1, 10-19. DOI:10.1108/09604520010307012.
[18] Kandampully, J. 2012. Service Management: The New Paradigm in Retailing. Springer Science and Business Media. DOI: 10.1007/978-1-4614-1554-1
[19] Kansakar, P., Munir, A. and Shabani, N. 2019. Technology in the Hospitality Industry: Prospects and Challenges, in IEEE Consumer Electronics Magazine, vol. 8, no. 3, pp. 60-65, DOI:10.1109/MCE.2019.2892245.
[20] Kim, J. J., Myong J. L., and Heesup H. 2020. ‘Smart Hotels and Sustainable Consumer Behavior: Testing the Effect of Perceived Performance, Attitude, and Technology Readiness on Word-of-Mouth’ International Journal of Environmental Research and Public Health 17, no. 20: 7455. DOI:https://doi.org/10.3390/ijerph17207455
[21] Law, R., Buhalis, D. and Cobanoglu, C. 2014. Progress on Information and Communication Technologies in Hospitality and Tourism. European Journal of Marketing. DOI: 10.1108/IJCHM-08-2013-0367.
[22] Law, R., Leung, R. and Buhalis, D. 2009. Information technology applications in hospitality and tourism: a review of publications from 2005 to 2007. Journal of Travel and Tourism Marketing. vol. 26. no. 5. pp. 599-623. DOI: 10.1080/10548400903163160.
[23] Leung, R. and Law, R. 2010. A Review of Personality Research in the Tourism and Hospitality Context. Travel and Tourism Marketing. pp. 439-459. DOI: 10.1080/10548408.2010.499058.
[24] Maglovska C.R. 2020. What do hotel guests really want? An analysis of online reviews using text mining. Menadžment u hotelijerstvu i turizmu, vol. 8, br. 1, str. 37-48, DOI:10.5937/menhottur2001037R. http://www.htmanagementvb.com/index.php/HITM/article/view/17/27
[25] Mody, M., Suess, C. and Lehto, X.Y. 2017. The Accommodation Experiencescape: A Comparative Assessment of Hotels and Airbnb. International Journal of Contemporary Hospitality Management. 10.1108/IJCHM-09-2016-0501.
[26] Neuhofer, B., Buhalis, D. and Ladkin, A. 2014. Technology as a Catalyst of Change: Enablers and Barriers of the Tourist Experience and their Consequences. The Journal of Travel Research, vol. 51. no. 4. pp. 371-386.
[27] Ozturk, A.B., Bilgihan, A., Nusair, K. and Okumus, F. 2016. What keeps the mobile hotel booking users loyal? Investigating the roles of self-efficacy, compatibility, perceived ease of use, and perceived convenience. International Journal of Information Management.
[28] Paul, P., Bhuimali, A., Tiwary, K., Aithal, P., Rajesh, R. 2018. Digital Business: The Transition into New Age Dealing; Emphasizing Inputs from Cloud Computing and Big Data - An Indian Case. IRA-International ournal of Management and Social Sciences, 11(2), 91-98. DOI:http://dx.doi.org/10.21013/jmss.v11.n2.p4
[29] Popov, L.A. et al. 2017. Contemporary Challenges of Independent Hotels Automation on the Way to Achieving Competitiveness: Focus on the Hotel Services Market of the Black Sea Coast, Eurasian Journal of Analytical Chemistry, 12(7b):1415-1420. DOI: 10.12973/ejac.2017.00268a
[30] Sanjeev, G.M. and Jauhari, V. 2012. The emerging strategic and financial issues in the Indian hospitality industry: An overview. Worldwide Hospitality and Tourism Themes.
[31] Saunders, M.N., Lewis, P. and Thornhill, A. 2018. Research methods for business students. Pearson education.
[32] Sigala, M. 2003. The information and communication technologies productivity impact on the UK hotel sector, International Journal of Operations and Production Management, Vol. 23 No. 10, pp. 1224-1245. DOI: https://doi.org/10.1108/01443570310496643
[33] Sutyrina, O., Domracheva, S., Okhotina, N. and Pavlova, Y. 2021. Sustainable independent tourism: the role of the information and communication technologies. E3S Web of Conferences 250, 04015. DOI: https://doi.org/10.1051/e3sconf/202125004015
[34] Šerić, M., Saura, I.G. and Praničević, D.G. 2016. Latest technology and communication consistency in hospitality: a comparison between two Mediterranean countries. Economic Research-Ekonomska Istraživanja, Volume 29, Issue 1, DOI: https://doi.org/10.1080/1331677X.2016.1211949
[35] Tegan, G. 2023. Mixed Methods Research | Definition, Guide and Examples. Available at: https://www.scribbr.com/methodology/mixed-methods-research/
[36] Tussyadiah, I.P. and Fesenmaier, D.R. 2009. Mediating Tourist Experiences: Access to Places via Shared Videos. Annals of Tourism Research. vol. 36. no. 1. pp. 24-40. DOI: 10.1016/j.annals.2008.10.001.
[37] Van Hoof, H.B., Verbeeten, M.J. and Combrink, T.E. 1996. Information Technology Revisited: International Lodging-Industry Technology Needs and Perceptions: A Comparative Study. The Cornell Hospitality Quarterly, vol. 37. no. 6. DOI: 10.1177/001088049603700613.
[38] Zeithaml, V.A., Parasuraman, A.P. and Berry, L.L. 1990. Delivering quality service: Balancing customer perceptions and expectations’. New York: The Free Press.
[39] Zhang, X. and Kim, H. 2021. Customer Experience and Satisfaction of Disneyland Hotel through Big Data Analysis of Online Customer Reviews. Sustainability. vol. 13. no. 22. pp. 12699. DOI: 10.3390/su132212699
[40] UKEssays. 2018. ICT In the Hospitality Industry. Retrieved from https://www.ukessays.com/essays/information-technology/information-communication-technology-in-hospitality-industry-information-technology-essay.php?vref=1
Published
2023-09-29
How to Cite
FORMAN, Norbert; UDVAROS, József.
Digital Innovation in Hospitality: Bridging the Gap between Concierge Services and Hotel Guests.
Journal of Environmental Management and Tourism, [S.l.], v. 14, n. 6, p. 2673 - 2684, sep. 2023.
ISSN 2068-7729.
Available at: <https://journals.aserspublishing.eu/jemt/article/view/8087>. Date accessed: 03 dec. 2024.
doi: https://doi.org/10.14505/jemt.v14.6(70).15.
Section
Article
Copyright© 2024 The Author(s). Published by ASERS Publishing 2024. This is an open access article distributed under the terms of CC-BY 4.0 license.