TECHNOLOGY INNOVATION: ENHANCING GUEST EXPERIENCE IN CENTURY PARK HOTEL AT MALATE MANILA

Abstract

The hospitality industry is experiencing a major transformation driven by technological advancements. Guests increasingly seek convenience, personalization, and efficiency, prompting hotels to adopt innovative technologies to enhance the overall guest experience. Many hotels recognize the importance of service innovation in meeting evolving guest expectations. However, challenges such as skill development and limitations in implementing innovations persist. This study focuses on Century Park Hotel in Malate, Manila, examining the impact of technological innovations on guest satisfaction and loyalty. The study employed a purposive sampling technique, selecting respondents based on specific characteristics relevant to the research objectives. This non-random method enables researchers to gather insightful and relevant information. The study evaluates how technological advancements enhance visitor experiences at Century Park Hotel. It assesses respondents’ demographics and analyzes the effectiveness of technology in relation to key service aspects, including people, pricing, promotion, procedure, and product. Additionally, it examines the impact of these innovations on guest satisfaction and their likelihood of returning. Findings indicate that interactive technology elements, effective communication tools, and streamlined procedures are highly valued by guests. However, concerns regarding data security, technological usability, technical issues, and insufficient employee training were noted. Based on the results, recommendations include strengthening data security protocols, making technological interfaces more user-friendly, ensuring system reliability, and providing comprehensive staff training to enhance visitor experiences. The study concludes that integrating advanced technology into hotel operations is crucial for delivering exceptional customer experiences. Enhancing data privacy measures, simplifying technological interfaces, ensuring technical reliability, and investing in staff training are recommended strategies. Implementing these improvements is expected to boost guest satisfaction, encourage loyalty, and increase revenue. By addressing these areas, hotels can provide a more seamless and memorable stay for their guests.