EMERGING SMART HOTEL TECHNOLOGIES IN SERVICE DELIVERY TRANSFORMATION IN SELECTED HOTEL

Abstract

This study examines the impact of emerging smart hotel technologies on service delivery at Go Hotel, Quezon City, emphasizing improvements in operational efficiency and customer experience. This study utilized a quantitative research design with a descriptive approach to ensure the validity and reliability of the findings. Data were collected through surveys conducted with 45 customers and 5 hotel managers at Go Hotel, Quezon City, aiming to capture their perceptions of the implementation of emerging smart technologies. This methodology allowed for a thorough analysis of the impact of smart innovations on service efficiency, customer satisfaction, and overall operational performance in the hospitality environment. The findings reveal that Go Hotel encounters several key challenges in adopting smart technologies, including high initial investment costs, limited technical expertise, and significant concerns regarding data privacy and security. Despite these obstacles, the integration of smart technologies has positively impacted guest satisfaction and operational efficiency. Innovations such as advanced in-room entertainment systems, contactless check-in/check-out, keyless entry, and AI-powered chatbot assistance have significantly improved the guest experience while optimizing hotel operations. This research underscores the crucial importance of strategic technology selection, effective system integration, targeted staff training, and continuous monitoring to maximize the benefits of smart hotel technologies. These strategies not only streamline hotel operations but also enhance the overall guest experience while supporting sustainable practices. Although the study did not find a statistically significant direct correlation between technology assessment and perceived service delivery, it provides practical, actionable recommendations for hospitality professionals to effectively leverage smart technologies to improve service quality. By addressing common implementation challenges, this research offers valuable insights that can help hotels gain a competitive advantage in the dynamic hospitality industry.