Automation and Enhanced Service Delivery through Process Improvement in Hospitality Industry

Abstract

Automated technology is revolutionizing the service industry and is a necessity in order to provide quality service. There are several ways in which hotels can incorporate the use of automated processes to improve service delivery, efficiency to customers and profit to the organization.Many areas in the hotels are explored for automation to analyze the role played by it. This study was pursued to understand the perspectives of operational heads who are implementing automation hands-on, which is important for the success of automation for enhanced service delivery through process improvement. About 30 senior executives from different categories of star hotels who handle day to day operations were selected and a semi structured questionnaire was administered. The findings indicate that there is a high prevalence of usage of function based software’s that has resulted in process improvement, customer outreach through GDS, increased revenue and enhanced service delivery. However challenges prevail in the areas like front office areas where there is a high level of personal interaction with customers. There is a positive perception about automation, but training and customization have been indicated as key for success.