THE IMPACT OF TECHNOLOGY IN THE HOSPITALITY INDUSTRY

Changes in technology have played a vital role in improving or upgrading the hospitality industry. The areas of the industry that are highly affected by the use of technology range from: Reception/information centre, restaurant, accommodation, marketing and management.

According to Mclndoe (2014) most customers are more interested in building their memories and experience within an establishment. The use of personalised systems such as a welcome message on a big screen with food prefences and other services or flowers in the room can be something a customer can remember easily when thinking of that particular establishment. (Mclndoe, 2014)

The Inamo’s touchscreen restaurant technology has hit the restaurant with bang, as it allows the guest to choose the table décor, drink, meal and send the bill seated/being in one place. This makes the hotel industry such an entertaining gimmick and also allows for faster and more accurate service without leaving out experience as this is more important in the hospitality industry at large. (Mafikeng hotel school).The use of mobile technologies also makes staff to interact with clients and also allow the hotel staff to engage with guests at any location.

According to (hospitality Net, 2014) the use of social media has had a positive impact in the hospitality industry. Networks like Facebook and twitter are becoming influential. Websites like trip advisor has become the most trusted sites in providing information to guests on hotels. (The hospitality Net,2014).Consumers have a broad knowledge of the various trip advisory tools as they could go online to research holidays, hotels and leisure activities.(banner-managed communication,2013)

The use of technology is also beneficial to the management of a firm/establishment. It gives them the ability to measure and estimate, purchasing habits of current customers, cluster of customer and breakdown groups demographically. This gives the ability to have a concrete competitive and strategies advantage with clear understanding of guest needs and wants in that way building repeat business.

In conclusion the use of technology in the Hospitality industry is very important as it make service more quick and efficient at the same time building an unforgettable experience in the guests mind. Technology is also important to the management as it helps them to perform their duties and in that way it saves them time costs. This makes technology a very important driver in the hospitality industry.