The Impact of Information Technology on Future Management of Lodging Operations: A Delphi Study to Predict Key Technological Events in 2007 and 2027

Abstract

This research study is part of a comprehensive Delphi study conducted by the faculty of The School of Hospitality Business at Michigan State University. The purpose of the research was to enable expert panellists to project the likelihood of specific events in the future of the lodging industry. This paper presents a summary of the key prognostications of a select panel of experts relative to the impact of information technology on the management of operations in the lodging sector in years 2007 and 2027. In general, panellists agreed future IT applications are likely to rely on a wireless infrastructure that provides cost savings through improved efficiencies and effectiveness. As online purchasing, cashless payments, handheld devices and remote monitoring algorithms become more commonplace, the industry will be better able to exceed guest expectations through enhanced customer relationship management, comprehensive application software and streamlined property management systems.