Digital Technology in Hospitality Sector

Chapter 1: Introduction

In today’s competitive world technologies plays a crucial role within the growth as well as success of any organisation as it have a huge impact over the choices of customer. Digital technology brings up several opportunities as well as threat for businesses in each sector. It contribute toward increasing the customer base or organisation approach and on other side it provide several threat such as higher competition, process or technique obsolete etc.

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1.1 Background of research:-

Hospitality sector is consider as one of the fastest growing and most competitive sector around the world in which daily a new business starts that bring up a unique method to serve its customer and make them happy. This create huge competition in front of other existing players and place a challenge for them to bring something more better service for offering them at marketplace. This is just because of increasing the approach of digital revolution which constantly endeavour toward enhancing the quality of goods, services, infrastructure and other offers with an aim to fulfil the requirement of digital age above the expectation of customers (Saxena and Lamest, 2018). So, in order to meet these expectations players of hotel industry are using digital technology for proving its customer augmented services which are beyond their expectation to keep them happy and present tough competition in front of others to grab one another market share.

The present report is about the impact of modern technology over the operations and management as well as success of Hilton hotel by providing several growth opportunity. Hilton Worldwide Holding Inc. is an American multinational company which manages a chain of hotels throughout the world in order to provide best services to its customers. Fuelled of technology and internet power is continuously encouraging customers to expect more in term of hospitality industry and for coping with these challenges hotels are continuously innovating their services among which Hilton is also leading between them. Hilton hotels perform majority of its operations digitally which are ranging from online reservation to security purpose all the functions are performed with the help of digital technology (Tichaawa, Mhlanga and Sicwebu, 2017). Main aim behind this is to simplifying the life of its customers by providing them more convenient and quick services access that leads to maximum customer satisfaction. In addition to this modern technology also in providing several mediums through which Hilton hotel can target potential customer and approach them with their services to attract them.

1.2 Aims & Objectives

Aims: To explore the importance of digital technologies within hospitality sector. A case study on Hilton Hotel


  • To understand the importance of digital technologies in hospitality sector
  • To analyse the impact of modern technology in Hilton Hotel.
  • To examine the challenges that faced by Hilton while implementing modern process
  • To recommend measures to improve technological implicate for future.

Research Questions

  • What are the importance of digital technologies in hospitality sector?
  • What are the impact of modern technology in Hilton Hotel?
  • What are the challenges that faced by Hilton while implementing modern process
  • What are the measures to improve technological implicate for future.

1.3 Rationale of research

Main aim behind conducting this research is to determine the impact which digital technology have over the hospitality sector and ways in which it help industry in further development. This research help in gathering information regarding the changes that digital technology bring within the operations performed within the hospitality industry and ways in which digital technology help in attracting and influencing the choice of customers. By conducting this investigation researcher will be able to determine the role of digital technology within the success of Hilton. In addition to this, research will also help in identifying the several challenges that a business have to face while adopting digital technology or modern process. By collecting this information it become easier for the company to determine several measure that help in rectifying these issues.

This research when used for academicals purpose help reader in increasing their knowledge regarding the digital technology and role it plays within the success as well as development of a business plan. Further it also help in developing an understanding regarding the several challenges that are required to be faced by a business while performing their operations in digital world.

1.4 Approach and Methodology:-

In order to conduct this research there are number of techniques that has been used by researcher in order to perform this investigation in systematic and reliable manner. This includes, inductive approach, qualitative method, pragmatist philosophy etc. which support in conducting investigation in ethical manner.

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