CHAPTER
ONE
INTRODUCTION
1.1 BACKGROUND
OF THE STUDY
The
evolution of computers is particularly attractive to depict since the current
technology trend is effective and efficient through it. The hospitality outfits
have widely adopted modern technology to reduce costs, enhance operational
efficiency, and most importantly to improve service quality and customer
experience. The link of computer to modern equipment that is used in
hospitality outfits cannot be overemphasized. This is because the integration
of computer to these equipment will help facilitate efficiency. Some of this
equipment includes phones, emergency lighting, website, internet, automatic
washing machine, microwave, drink dispensers, smart card doors, air conditions
satellite etc. Singh and Kasavana (2005) predicted that future modern
technology applications will probably rely on computer such as wireless
infrastructure, and that online purchasing with cashless payments will become
more commonplace. Providing services at the destination, now that mobile phones
have become a necessity in this era of wireless communication (Langelund,
2007), cultural tourism has reacted by introducing multimedia museum guides
that use mobile device screens to enhance the tourist experience (Stock, &
Zancanaro, 2005). Mobile computers will allow the personalization of services
according to preferences, language skills, and depth of information required.
Hence, Buhalis and O’Connor (2005) further suggested that e-tourism in the
future will be focused on consumer-centric technologies, and that organizations
need to adopt modern technology to be able to offer this level of service and
remain competitive and innovative.
A
good recommender system should merge trust, exploratory browsing, and personal
factors to suggest suitable solutions that will meet personal criteria and
preferences. Semantic web technology could be used to create a tourism
information system that allows tourists to extract the necessary data through
query management facilities (Bergamaschi etal, 2005). Knowledge management of
this type would enable the lodging industry to centralize their application
system and would allow tourists to locate their required destination
information in a convenient and easy way (Pyo, 2005).
Websites
are incredibly important, mission critical, and cost effective marketing tools
for businesses in hospitality outfits. Having a good website not only generates
more business opportunities, but also enhances a company’s image and supports
the interactivity with both institutional and individual customers. Tourists
expect to find functional information, education information, and emotional
information on heritage websites (Poria & Gvili, 2006), and such websites
should therefore be customized in accordance with tourist perceptions of the
site in relation to their own heritage.
The
face of innovation in modern technology is continually changing. The
hospitality outfit needs to take a proactive stance in implementing
technological advances, while continually striving to build levels of service
quality and guest loyalty (Magnini etal, 2011). Accompanying the
technological revolution trends there are many new opportunities and challenges
for the hospitality outfit. In the hospitality outfit, global
industry information is its life-blood and technology has become fundamental to
the ability of the industry to operate effectively and competitively. Poon
(2013) suggests that the whole system of modern technology is being rapidly
diffused throughout the Hospitality industry and no player will escape the
impact of modern technology. Tapping into customers needs through the use
of modern technology can be instrumental in building loyalty and gaining
competitive advantage (Piccoli, 2012).
Hospitality
outfits are continually competing for employees, locations, and more recently
information about customers. As more people are using the Internet there is a
high amount of information that is being captured on web server logs (Garver,
2012). Proper extraction of this information coupled with high levels of
service is what will help the Hospitality industry to build competitive
advantage in a troubled economy. An organizations ability to take advantage of
external environmental factors will help the firm sustain and grow in
economically challenging times. Piccoli etal, (2011) stated that the
hospitality organizations need to structure the way they think around how
customers think and act. By accomplishing a customer-centered focus, companies
will be able to highlight their strengths and highlight opportunities for
improvement.
The
computer industry has grown to the point that computers affect the lives of
almost everyone especially in the advanced nations. It is slowly but definitely
becoming an important part of our lives. Business, industry and government
would not be able to operate today without modern technology. Clearly,
technology is the key driver of change, for this change to be beneficial, the
use of modern technology should be business driven to meet a well defined
business needs, hence boosting its effect on general business performance in
the Hospitality outfit. There is no doubt that modern technology would have a
major role to play in hospitality outfits.
Therefore,
it is against this background that the study is focused on the role of modern
technology in the management of hospitality outfit using White leaf Hotels and
Zodiac Hotels Enugu as a case study.
1.2 STATEMENT
OF THE PROBLEM
Modern
technology has transformed distribution of theHospitality outfit products
to form an electronic market-place where access to information is instantly
achievable. Principals and consumers continue to experience unprecedented
interactivity. The dramatic ongoing development of modern technology has
resulted in the re-engineering of the entire production and distribution
process for Hospitality outfit products. As a consequence of this
technological explosion, the packaging ofHospitality outfit is becoming
much more individualistic, leading inevitably to a certain degree of channel
disintermediation, a process that will offer new opportunities and threats to
all Hospitality organizations.
The
roles of modern technology cannot be overemphasized. For instance in White leaf
Hotels Enugu and Zodiac Hotels Enugu the ability of computers to store, process,
manipulate and distribute information has greatly improved the efficiency of
products services. By releasing staff time from the ordinary paper-pushing
functions within the hotels, modern technology can greatly enhance the
opportunities for staff utilization in the quality of service. However, the use
of modern technology in these hotels can be improved in order to enhance
competitive advantage in the hospitality industry. Hence, this work intends to
bridge the gap between inefficient use and efficient use of modern technology
in these hotels by highlighting roles of modern technology which might not be
explore in these hotels.
1.3 OBJECTIVE
OF THE STUDY
The
general objective of the work is to study the role of modern technology in the
management of Hospitality outfit. Therefore, the specific objectives are as
follows;
1.
To examine the effects of modern technology in the management of hospitality
outfit
2.
To investigate the roles of modern technology in the management of hospitality
outfit
3.
To determine whether modern technology created new strategic choices and
opportunities for hospitality outfits.
1.4 RESEARCH
QUESTIONS
1.
What effects do modern technology has in management of hospitality outfit?
2.
What are the roles of modern technology in the management of hospitality
outfit?
3.
Does modern technology create new strategic choices and opportunities for
hospitality outfits?
1.5 SIGNIFICANCE
OF THE STUDY
The
significance of the study cannot be overemphasized. Hence, the roles of modern
technology in the hospitality outfits cannot be overlooked. Market wisdom today
suggests that hospitality companies must embrace technology to compete against
traditional competitors, as well as entrants that build their businesses with
the latest technology. In this changing environment, new models of distribution
must be designed to lead the charge. A strategic information management
function should facilitate the business mission of its enterprise through
managed information, managed processes, and managed Modern technology (IT)
which are possible with the use of modern technology.
Again,
current applications of computer technology in the hospitality outfits can be
grouped into three main areas, operational, guest services and management
information. The overall functionality of these applications is similar across
a range of different hospitality organizations though the technology used to
support them may vary. Large, city-centre hotels, for instance, tend to use
minicomputers for their property management system (PMS) work. Microcomputers
are employed elsewhere.
The
diffusion of the system of information technologies in hospitality outfit will
increase the efficiency, quality and flexibility with which travel services are
supplied. It has already led to the generation of new services, such as online
brochures and interactive videotext. Technology has the greatest impact on the
marketing and distribution of travel but leaves relatively untouched the
human-intensive areas of guest-host relations and supplier-consumer
relationships. Modern technology applied to the hospitality outfit will
increase the efficiency and quality of services provided and leads to new
combinations of hospitality services.
1.6 SCOPE
OF THE STUDY
This
research is centered on the roles of modern technology in the management of
hospitality outfit. The scope is limited to White Leaf hotels and Zodiac Hotels
Enugu
1.7 LIMITATION
OF THE STUDY
The
under listed were the problems encountered in carrying out this research work.
Time
The
research was carried out when the available time had to be divided as equally
as possible in order to carryout other academic matter, these other matter did
place much demand on the researcher.
Fund
This
very popular limitation in research was not exempted. Such an empirical and
technical study demanded a lot of und. For its immediate success much of the
finance in question was expended on transportation, other needed materials and
most especially, on internet browsing which involved subsequent printings coupled
with endless hours spent on the internet seeking, asking, searching (for its
relevance to the study) and financing.
Uncooperative
attitude
It
was quite difficult for the researcher to get enough data for a needed and
exhaustive study. The organizations itself had quiet a few numbers of
unfriendly and uncooperative employees “ who had better and more important
things to do”.
This
not only emanated from employees but also the modern technology equipment, for
sometimes the server was done. Besides, some of the available information that
should have been useful to this study was labeled as very confidential and not
for public usage.
Furthermore,
extensive studies have not been carried out in this respect in White leaf
hotels and Zodiac Hotels Enugu. Consequently, the researcher had to depend on
rather fall back on the limited data collected through primary and secondary
sources for the study.
1.8 DEFINITION
OF TERMS
Hospitality
Outfit:
This
is an organizes that renders food and beverages, accommodations, tourism
entertainment products and services to guests.
Information:
This
is the processed data in a form in which it is meaningful for purposes of
planning, operating. Operating and control of a business.
Modern
technology:
It
is the study or use of electronic equipment especially computers for storing,
analyzing and distributing information of all kinds including words, numbers
and pictures.
Organization:
This
is a group of people working together to achieve a common goal.
Automation:
There
are the modern office equipments that are used in today’s office environments
such as computers, far machine, etc.
Computers:
This
is electronic processes the input and brings out result as an output.
Data
processing
This
consists of those activities concerned with the systematic recording,
arranging, computing, displaying and printing of detail relating to business
transactions.
Electronic
business (E – business)
It
is the use of internet technologies to improve and transform key business
process.