(Annexure A)

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Master of Business Administration
DEGREE
(Session: 2022- 2023)

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GREATER NOIDA INSTITUTE OF TECHNOLOGY (MBA Institute)

AFFILIATED TO
DR. A.P.J. ABDUL KALAM TECHNICAL UNIVERSITY (FORMERLY
UTTAR PRADESH TECHNICAL UNIVERSITY),LUCKNOW (FS-14)
 Annexure B

Student Declaration

I “AMIT KUMAR” hereby declare that the work which is being presented in this report entitled
“HOSPITALITY INDUSTRYISSUES/CHALLENGES AND IMPACT OF EMERGING
TECHNOLOGIES” is an authentic record of my own work carried out under the supervision of
Mr. / Ms./ Dr./Prof. “SUPERVISOR’S NAME”.

The matter embodied in this report has not been submitted by me for the award of any other
degree/ Diploma/ Certificate.

Name of Student
Date:

GREATER NOIDA INSTITUTE OF TECHNOLOGY (MBA Institute)

 Annexure C

Director Certificate

This is to certify that the work which is being presented in this report entitled “TITLE OF THE
PROJECT” is an authentic record of the (student name) carried out under my
supervision. The statements made by the candidate are correct to the best of my knowledge.

Prof. (Dr.) D. B. Singh Name of Supervisor:

Director, Designation:
GREATER NOIDA INSTITUTE OF TECHNOLOGY (MBA Institute) Date:
Date:

(Seal of the Department/ College)

 Annexure D

Acknowledgment
The acknowledgment should be brief and must not exceed one typed page in one and half
spacing. The student’s signature should be placed at the bottom and above his / her name typed
in capitals.

DATE:
PLACE: Greater Noida (AMIT KUMAR)
 Annexure E

TABLE OF CONTENT

Topic
s.no. Page no.

Introduction 6
1

Objective of the project 7

2

Review of literatures 8
3

Industry overview 19
4

Issues and Challenges 24

5

Impact of technologies / application to resolve 27

6 issues

Suggestive strategies 30
7

Learning outcomes 34
8

Recommendations 35
9

Bibliography 36
10

5
 INTRODUCTION

The leisure and hospitality industry are one of the driving forces of the global economy. The

widespread adoption of new technologies in this industry during recent years has

fundamentally reshaped the way in which services are provided and received.

Domestic and international tourism has seen several years of steady growth. The revenue

generated from accommodation, food and beverage, and other services provided to this large

flux of travelers, has propelled the leisure and hospitality industry to become a key driver of

the global economy.

For sustained growth of this industry, experts in the field argue for major improvements in

the type and quality of hospitality services to adapt to the changing consumption and travel

behaviors of the evolving customer base.

In this project, I have explored some of the state-of-the-art technologies currently employed

in the hospitality industry and how they are improving guest experiences and changing the

hospitality service platform. I also envision some potential future hospitality services we can

expect as Internet of Things (IoT) technology keeps growing.

6
 OBJECTIVES OF THE PROJECT

 To identify the issues and challenges of Hospitality Industry.

 To analyze the application and impact of emerging technologies in the Hospitality

Industry.

7
 REVIEW OF LITERATURES

S.No Paper name Author name Published Key points

year

1. Journal of Prof. Gautam May 2019 Technology adds value, creates

Emerging Kamble, amenities, personalizes the stay,

Technologies Prof. Saurabh but overtaking can destroy the

and Innovative Chandel Bharati human relationships with the

Research Vidyapeeth guests. Increasing customer

(JETIR) College of Hotel satisfaction with new added

& Tourism value, convenience and comfort

management by investing in technological

innovation should be carefully

thought out and analyzed.

2. Technology in Prasanna May 2019 Many critical enhancements that

the Hospitality Kansakar , need to be implemented in the

Industry: Arslan Munir hospitality industry to

Prospects and and Neda restructure its service platform

Challenges Shabani to fit into the modern

technological landscape.

Personalization of experiences

and digitalization of services as

8
 the

two fronts in which these

enhancements have to be

focused.

Technology in the Hospitality Industry: Prospects and Challenges

Services play a very crucial role in boosting the economy of any developing nation, has

evolved Innovative technologies in running the hospitality businesses that have transformed

the Hospitality industry. As innovation always introduces something new into the

organization in terms of the way it works, being time effective, ease of doing things, etc.

The efforts to improve hotel service & to increase its quality and efficiency require a variety

of technological innovations. The process of their practical realization and implementation

should be well understood.

At the same time, customers, thanks to their experience and mass use of technology, are

becoming increasingly demanding and informed about the supply of various hotel companies.

The possibilities of the internet increase the comprehensiveness of data, accelerate its

distribution and personalize the information.

The role of the individual customer in the demand for hotel services is increasing. Passive

customers yield to proactive ones who define criteria for choosing accommodations

themselves by combining information, comparing prices and product Features in real time

and generating more online bookings.

9
Technological innovations have a significant impact on the traditional hotel service process,

on the one hand by changing the role of the customers in it, and on the other by modifying the

behavior, functions and tasks of hotel managers and service staff. The requirements for the

level of service and the quality of the experience during the stay are increased. Their

satisfaction is determined to a considerable extent by the management decisions about the

type and ways of application of technology in the process of providing hotel services.

Technological innovations are now widely used in the hotel industry. It is evident that

information technology investments & their role for the development is very important.

Personalization of experiences is necessary to market services to individuals traveling on a

limited budget. Personalization creates individualized guest experiences by incorporating

flexibility and customizability to the offered service packages. Most of the current packages

marketed by HSP bundle different combinations of popular services in different price

brackets with little to no means of negotiating adjustments. This leaves travelers to choose

between all or nothing and they usually end up opting for the latter choice. If HSP have more

flexible service package offerings, then guests can plan their experience according to their

desires and their budgets. The process of crafting personalized value propositions for each

guest can be simplified significantly by using an effective technological platform to manage

the interaction between guests and service providers.

The future of hospitality management industry is being shaped by the current boom in the

Internet of things (IoT) technology. The IoT is the interconnection of everyday physical

devices like sensors, actuators, identification tags, mobile devices, etc., such that they can

communicate directly or indirectly with each other via local communication networks or over

the Internet. The incorporation of IoT technology in the hospitality industry qualifies hotels

as smart buildings which are important facets of smart cities. The IoT paradigm opens up new

10
avenues for immediate, personalized, and localized services as HSP can gauge guest

behaviors and preferences with higher accuracy.

The IoT also enables HSP to increase back-end efficiency of multiple departments (e.g.,

front desk, housekeeping, sales and marketing, etc.) as well as enact cost-saving policies like

smart energy management. The IoT technology is already spreading through the hospitality

industry with public terminals, in-room technologies and mobile applications and some of the

promising future IoT applications, such as body area sensor networks, environment

monitoring and augmented reality experiences, will certainly usher in new business

prospects. HSP should therefore aim to future proof their technology framework so that their

systems can be easily upgraded in tandem with the changing IoT technological landscape.

In this project, we present a detailed overview of the role of technology in state-of-the-art

hospitality services. We also describe potential future hospitality services following the

burgeoning revolution of IoT technology.

We then outline the challenges currently being faced by HSP and discuss the need for

overcoming these challenges to develop a lasting future-proof solution for the hospitality

industry.

STATE-OF-THE-ART HOSPITALITY SERVICES

HSP are making large IT expenditures to revamp their technological infrastructure base. In

2016, midscale hotels led in IT expenditure (7.3%), trailed by upscale hotels (6.1%) and

luxury hotels (5.6%). The expenditures are largely focused on digitalization of the service

platform to benefit both parties of the hospitality service exchange—the guests and the

service providers. Innovations in smart devices and IoT are driving the reform of technology

used in the hospitality service platform. Guest interactions are being migrated towards on-

screen and online interfaces through guest- facing systems which apart from being convenient

11
for guests doubles as an opportunity for service providers to collect valuable data and

feedback. Digitalization, implemented by HSP through back-of-house (Boh) management

systems, has helped improve operational efficiencies, enhance managerial effectiveness,

reduce cost of goods sold, increase revenues and improve sustainability.

In a digitalized hospitality service platform, guest-facing systems are the primary interfaces

for interaction between the guests and the HSP. Guest-facing systems include hospitality

service mobile applications, point-of-sale (POS) terminals, hand-held devices, thin-client

terminals, etc. These systems should be integrated seamlessly into all three phases of the

guest cycle: pre-sale, point of sale, and post- sale phases so as to provide a complete digital

service experience for the guests

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fig1. State-of-the-art hospitality services

For example, Hilton and Starwood hotels offer guests automatic check-in and keyless entry

service using their mobile apps. Telkonet‗s EcoSmart Mobile offers similar mobile

applications with the added features to allow guests to have control of in-room IoT products.

Peninsula Hotels is developing their own line of proprietary in-room tablets which allow

guests to order room service, message the concierge, arrange transportation, make free VOIP

calls, and select TV stations and movies to stream onto the hotel room television.

Secondly, guest-facing systems provide guests with location-based services which is another

important service linked to guest satisfaction. More than 30 percent of hotels in 2016

allocated budgets for location-based technology. Guest-facing systems enabled with location-

based technology offer on-property and off-property guest services like digitally guided tours,

recommendations of local events and attractions, as well as suggestions for dining and

entertainment options (Shown in Figure 1).

These services not only aid the guests in getting around and exploring during their stay, but

also enable service providers to keep guests within the revenue loop by preferably steering

guests to sites and establishments that profit the HSP. For example, Fontainebleau Miami

tailor their pre-arrival and checkout offers using their guests‗ location data.

13
Fig.2 Scope of future services in the hospitality industry

SCOPE OF FUTURE HOSPITALITY SERVICES

As the IoT ecosystem grows and spreads into different facets of everyday life, we can expect

a future where every physical device that we use aggregates and analyzes our data and

automatically provides us services. In this section, we discuss some of potential services and

use cases that the burgeoning IoT ecosystem may bring to the hospitality sector in the future.

Figure 2 shows examples of IoT sensor and devices the different service categories they can

be employed for.

Body Area Sensors: Smart and wearable devices are at the forefront of the IoT revolution.

Sales of devices such as smartphones, smart-watches, etc., are soaring and smart technology

is beginning to be included in other wearable forms like smart clothing, smart shoes, etc.

These devices gather user data like body temperature, heart rate, location, fitness activities

etc. Wireless medical sensor technology further expands the scope of data collection by

providing detailed data about organs and systems within the body. With proper analysis of

data gathered through body area sensor networks, HSP can offer a host of new services to

their guests such as, automatic adjustment of in-room temperature based on body

14
temperature, adjustment of in-room lighting based on a guest‗s sleep-cycle, provide meal

suggestions based on a guest‗s desired fitness goal, etc.

HSP can also provide special facilities to guest‗s based on the type of medical devices they

use. For example, service providers can filter out high carbohydrate and sugary meal options

for diabetic guests, high cholesterol meal options for patients with heart disease, etc.

Augmented Reality and Beacon Technology: HSP are coming up with new ways to

incorporate augmented reality and beacon technology into their on-property systems.

These technologies can be used to provide guests with services such as digitally guided tours,

previews of in-room environment (e.g., decor, facilities and amenities, etc.), immediate

translation services for signs and other written materials, interactive restaurant menus with

dish previews, critic reviews, food allergy information, etc., as well as interactive trivia

games around on-property points of interest. These services can be bundled as part in-house

loyalty applications.

Energy Management: HSP can enact several cost-saving measures and help attain ―green‖

operation of on-property systems by leveraging IoT technology. Some of the energy-saving

systems currently in-place at many hotel properties include smart lighting and temperature

control systems as well as use of low power devices like compact florescent bulbs, LED

lights, etc. IoT technology can significantly expand the scope of energy- saving systems. For

example, IoT-enabled power outlets and IoT-enabled smart devices alert housekeeping and

maintenance service personnel if a particular outlet exceeds a set limit for power

consumption over a given period of time. The service personnel can then track down whether

the guests are mindful of the power consumption or whether the power is leaking due to

malfunctioning devices.

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IoT technology can also be employed to limit water consumption. This can be achieved

through IoT-enabled smart bathrooms with smart shower heads, smart sinks, flow-controlled

toilets.

Building Automation and Monitoring: Both guests and service providers benefit from

building automation and monitoring. Building automation leads to greater operational and

managerial efficiency for HSP. For example, in-room monitoring systems can be used to

detect whether a room is occupied or unoccupied so as to schedule housekeeping services.

IoT-enabled in-room and on-property guest-facing systems as well as other utility systems

such as elevators, automated doors and windows, powerlines, pipelines, etc., can report faults

and malfunctions and schedule preventive maintenance services before any problems are

detected with regular physical inspections.

JETIRCF06003 Journal of Emerging Technologies and Innovative Research (JETIR)

www.jetir.org

The efforts to improve hotel service & to increase its quality and efficiency require a variety

of technological innovations. The process of their practical realization and implementation

should be well understood. At the same time, customers, thanks to their experience and mass

use of technology, are becoming increasingly demanding and informed about the supply of

various hotel companies. The possibilities of the internet increase the comprehensiveness of

data, accelerate its distribution and personalize the information. The role of the individual

customer in the demand for hotel services is increasing. Passive customers yield to proactive

ones who define criteria for choosing accommodations themselves by combining

information, comparing prices and product Features in real time and generating more online

bookings. Technological innovations have a significant impact on the traditional hotel service

16
process, on the one hand by changing the role of the customers in it, and on the other by

modifying the behavior, functions and tasks of hotel managers and service staff.

Impact of the technology on the guest experience in the Hospitality Sector

As per a report by Oracle Hospitality which surveyed almost 3,000 travellers all around the

world in order to understand the importance of technology for a hotel guest experience,its

results show that hotels invest in technology to enhance the guest experience and influence

the guest online reviewing after their trip.

Guests were given questionnaires which would enlist the importance of technology as they

suggested what technological advancement they desired from the hotels.

64% of U.S. hotel guests think that it is ―very or extremely important‖ for Experience‖.

Innovation will enable hotel operators to stand out from the Competition, fulfil every guest‗s

expectation and attract new custom.

A positive experience will not only impact a guest‗s stay but it will also to fulfil this

Managers should try to make an improvement in the areas of sales, guest satisfaction, service

quality, and productivity by implementing new & advanced technology using innovative

ideas.

Technology to improve efficiencies. Many hotel operators a Starwood‗s environmental goals

were launched in 2009 and pledge to cut Hotels & Resorts Worldwide use Online bookings.

The emergence of more and more travel sites like Smart Watches. Another type of use the

robotics trend in hotels. On the Americas Lodging Investment Getting 54% of innovators‗

vote respectively.

For this innovation, delivering technologies faster is the greatest challenge, followed by

keeping pace with guest expectations. Having identified that the experience is what will set

17
hotel companies apart, innovators are more likely to feel pressure to keep pace with the

digital Guests‗ needs, desires and expectations

18
 INDUSTRY OVERVIEW

Hospitality is the act of kindness in welcoming and looking after the basic needs of

customers. The hospitality industry is a broad group of businesses that provide services to

customers. The industry can be broken down into three basic areas: accommodations, food

and beverage, and travel and tourism. Hospitality is actually one facet of the service industry.

It primarily involves addressing customer satisfaction and catering to the needs of guests.

The Indian tourism and hospitality industry have emerged as one of the key drivers of growth

among the services sector in India. Tourism in India has significant potential considering the

rich cultural and historical heritage, variety in ecology, terrains and places of natural beauty

spread across the country. Tourism is an important source of foreign exchange in India

similar to many other countries. The foreign exchange earnings from 2016 to 2019 grew at a

CAGR of 7% but dipped in 2020 due to the COVID-19 pandemic.

In 2020, the Indian tourism sector accounted for 39 million jobs, which was 8% of the total

employment in the country.

By 2029, it is expected to account According to WTTC, India ranked 10th among 185

countries in terms of travel & tourism‗s total contribution to GDP in 2019. During 2019,

contribution of travel & tourism to GDP was 6.8% of the total economy, ~ Rs. 13,68,100

crore (US$ 194.30 billion).

The travel market in India is projected to reach US$ 125 billion by FY27 from an estimated

US$ 75 billion in FY20.

The hotel & tourism sector received cumulative FDI inflow of US$ 15.89 billion between

April 2000 and June 2021.

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Indian government has estimated that India would emerge with a market size of 1.2 million

cruise visitors by 2030-31. Dream Hotel Group plans to invest around US$300 million in the

next 3-5 years for the development of the cruise sector in India

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 SECTORS OF THE HOSPITALITY INDUSTRY

Tourism Management:

Tourism is the temporary, short-term movement of people to destination outside the places

where they normally live and work and their activities during the stay at each destination. It

includes movements for all purposes. Tourism management is the profession of providing

positive and successful experiences for such travelers and for the businesses that cater to

them.

Hotel Management:

Hotel Management involves a combination of various skills like management, marketing,

human resource development, financial management, interpersonal skills, dexterity, etc.

Hotels are a major employment generator in the Hospitality industry. Work in the area of

21
Hotel Management involves ensuring that all operations, including accommodation, food and

drink, and other hotel services run smoothly.

Event Management:

Event Management is the management of events starting from conception to reporting and

evaluation. Event planners execute all details related to a variety of meeting formats

including seminars, conferences, trade shows, executive retreats, incentive programs, golf

events, and other programs.

Convention Management:

Some industry experts consider conventions to be the fastest-growing segment of the tourism

industry. Special events and conventions are being recognized as great income generators for

a community. A Convention Planner is responsible for some of the most significant details of

a convention, like securing an event location, but also for the smallest logistics, such as

printing an event program.

Convention Management and Planning involves coordinating with many different people,

maintaining a tight budget, and effectively marketing yourself and the event that you are

planning.

Resort Management:

A program that prepares individuals to plan, manage, and market comprehensive vacation

facilities and services and related products. It includes instructions in hospitality

administration, hotel/motel management, restaurant, and food services management, facilities

planning, leisure studies, recreation administration, marketing, recreation equipment, and

grounds operations and maintenance, business finance, insurance and taxation, event

management, and guest services, personnel management, travel and logistics management,

22
safety and health services, professional standards and ethics, and applications to specific

vacation types and locations.

Perks-

For the right kind of person, the employee benefits of the hospitality industry make it a

very attractive career option.

 Free Meals. Getting a meal ―comped‖ is one of the mainstays in the hospitality

industry.

 Discounted Travel

 Work Anywhere

 Meeting People

 Tips and Bonuses

Churn rate-

Most HR experts agree that a 10-15% annual turnover rate is healthy across all industries.

Yet, the Bureau of Labor Statistics concludes that turnover in the hospitality industry hovers

around 70-80% annually.

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 ISSUES AND CHALLENGES OF HOSPITALITY INDUSTRY

Travel and hospitality are one of the most lucrative industries which always have something

new to offer to guests. Year-on-year the industry witnesses a rise in travelers globally.

Covid-19 definitely put a major halt to this industry. But now as travel restrictions are being

lifted, the wanderlust vibes are here again. And many hotels are already experiencing great

business.

But does that mean it‗s easy to run and make profits from a hotel business? Nope! Not

really. There are various challenges the come in the way.

Some of the major challenges in hospitality industry are:

 Interoperability

 Data Management

 Security & Privacy

 Responsiveness

1. Interoperability -

The concept of interoperability is defined as ―capability to communicate, execute programs,

or transfer data among various functional units in a manner that requires the user to have little

or no knowledge of the unique characteristics of those units.

The hospitality industry lacks standardization. Non-standardized systems at different hotels

introduce unwanted learning periods for guests during their stay.

Solution: The Internet and cloud computing changed the way business operate.

standardized web-based applications simplify data interchange which allow internal

applications and business partners systems to become interconnected and interoperable.

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By connecting to smart tourism network, sensors and content extractors can assist to collect

external information, and beacons to deliver context-based promotion messages and add

value.

The proposed model enables fully integrated applications, using big data to enhance

hospitality decision making as well as strengthen competitiveness and improve strategies

performance.

2. Data management -

Gathering guest data is essential to the success of any modern business, hotels are no

different. Knowing and understanding customers is essential in predicting their behavior,

future visits, and demands. New technology applications in hospitality bring more data to

hotel databases. Personalization requires significant data gathering, allowing hotels to deliver

a unique experience to each individual guest.

Solution: Hospitality companies can gather data through a plethora of mediums including

guest-facing systems, smart devices connected top hotel networks, and satisfaction surveys.

Modern hotels must carry technologies capable of collecting & analyzing data from diverse

sources. Personalization of services requires ready analysis from back-office systems,

profiling guests through smart devices (IoT) as they enjoy the technology experience.

3. Security and privacy-

When delivering highly personalized services, hotels have to track guest preferences, location

information, and activity. This gives rise to the very essential and very complex problem

storage and protection of guest data. Several news outlets and hospitality professionals have

already identified that hospitality companies are one of the most susceptible to data breaches.

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Solution: Hotel technology infrastructures must ensure that all digital interactions with

guests are reinforced through robust security tech & privacy rules. Hotel networks and

databases should be equipped with all necessary solutions to secure guest devices, in-room

technology, and all IoT devices accessing the hotel network.

Denying cybercriminals access to the network and preventing them from spying on guest

devices is now essential for every business.

4. Responsiveness -

HSP must ensure prompt acknowledgement of guest requests and prompt delivery of services

to guests. This can be achieved by digitalization of the interaction between guests and HSP.

Solution: By pushing guest interactions to guest-facing systems and implementing automatic

control through IoT sensors/devices, HSP can eliminate the need for human interaction and

intervention when dealing with guests. These systems leave little room for

miscommunication and confusion when interpreting guests‗ requests.

Responsiveness is also crucial for a hotel‗s upkeep and maintenance. No or slow response to

repair and maintenance needs can lower the hotel‗s revenue per available room.

Large scale IoT deployments, repair and maintenance requests can be responded to swiftly

because most IoT sensors and devices can detect and self-diagnose problems. Timely

repair and maintenance make hotel rooms available for occupancy quickly thus reducing loss

of revenue to maintenance.

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 OTHER ISSUES & CHALLENGES IN HOSPITALITY INDUSTRY

1. Hiring and retaining the staff

2. Change in marketing trends and dynamics Challenge

3. Operational issues

4. Rising cost of daily consumables Challenge

5. Data security challenges

6. Maintaining online reputation Challenge

7. Restoring business post natural calamities and crisis Challenge

1. Hiring and retaining the

staff Challenge

Hiring and retaining staff has always been one of the most common problems in the

hospitality industry.

Every hotel requires quality staff at all fronts; be it administration, maintenance, kitchen,

housekeeping, or front desk. Lack of skill in the educated youths graduating from education

houses is also proving to be a major challenge in the hotel industry.

Solution

Training the new workforce on a regular basis is the only remedy available. Retaining a

qualified staff requires you to employ a few tactics. For example, cultivating a feeling of

belongingness (culture) and value for the team members will make them attached with their

jobs and instil a sense of responsibility in their minds.

2. Change in marketing trends and dynamics Challenge

27
Marketing issues in the hospitality industry have become commonplace.

Changes in the advertising and marketing trend often create problems for the hoteliers. Also,

the traditional marketing methods aren‗t that effective now. So, for those who have always

stuck to the old-school ways, getting the strategy right is one of the biggest challenges of the

hospitality industry.

Online marketing is a surefire method, though it would take years for hotel owners to

establish their strength. Online deals are booked by genuine guests and major transactions are

paid in advance.

Solution

Engaging your guests on social media, messaging apps and other online sources can work

wonders and give you results in a few months. Implementing effective digital marketing

strategies is a strong solution to such issues in the hospitality industry. Be consistent and

patient with whatever tactics you apply. It is inevitable that with the right strategies.

3. Operational issues

Challenge

There are countless operational challenges in hotel industry. Ranging from reservations

management, attending guests, performing all front office operations, maintaining cleanliness

in hotel rooms and premises, and more. However, hotel departments often fail to perform all

tasks in sync which leads to chaos and customer dissatisfaction.

Solution

Besides operations, front office problems and solutions are connected to an integrated hotel

PMS system. The faster you adopt it, the better it is for your property. Your operations are

automated and departmental functions are synced with a PMS because it simplifies

communications to a large extent.

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4. Rising cost of daily consumables Challenge

Price inflation of daily use products, eatables and other supplies have risen steeply in the last

few years. While that has affected all the industries, but it takes a huge portion of issues and

challenges faced by the tourism and hospitality industry.

Solution

A visible solution to this would be to keep a constant check on the inventory, control stock

and reduce the wastage as much as possible. Consider implementing useful cost-saving

strategies at your property, which would help you manage the rising costs.

5. Change in guest expectations Challenge

Change in guest expectations is one of the biggest problems in the hotel industry. You‗ve

witnessed that nowadays guests demand a lot more from the hotel. Free WiFi, entertainment

system, unique stay experience, and swift check-in check-out services. Owing to the

COVID19 pandemic, they‗ll also be expecting contactless hotel services to ensure a safe

stay. Certainly, it‗s quite difficult to abide by these demands because of resource or capital

bandwidth, but it‗s going to be imperative to do it.

Solution

So, contactless hotel services can be provided with the right technology. Consider deploying

a self-service guest portal that will facilitate quick check-in check-out services, share

location to your property, and even let guests request pick-up and drop-off services. Keep

yourself updated with the latest hotel industry trends. Doing that will help you meet the

changing guest expectations in a better way.

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 SUGGESTIVE STRATEGIES

Guest expectations in hospitality industry, today, is higher than ever and there are several

factors behind this.

Technology plays a huge role in making them more aware and connected than before.

Delivering on and exceeding customer expectations therefore is paramount to a hotel‗s

success in increasing customer loyalty.

Staying connected with existing customers requires you, as a hotel owner, to have your

strategy in place. Building customer loyalty is directly related to exceeding customer

expectations.

Here are some strategies for hotels to increase guest loyalty-

1. Make the Right First Impressions

There‗s a reason why ‗First Impressions Always Last‗. Always be attentive to your guests‗

expectations and needs, even before their stay with you begins. The check-in process sets the

tone for your hotel, so make it a smooth process for new guests. Your hotel‗s staff must go

the extra mile in exceeding customer expectations and should offer an impeccable service, for

enhanced customer loyalty. Pay close attention to the hotel housekeeping expectations, which

when handled with care can take you places in impressing guests.

2. Add the Personal Touch

This is the age of data. Storing guest data in your hotel management software will help you

provide a personalized service to new and existing guests. For e.g.: Knowing about a guest‗s

most-preferred suite at the time of booking is the kind of personal touch guests look forward

to. Hotel housekeeping expectations that guests have are common around the world and are

quite simple. So, make sure you tick off all the boxes in that department.

30
But when you have a software that helps track guest expectations, preferences, etc., you can

deliver on those guest requests that may otherwise go unnoticed. Since the devil is in the

details, the more the personalization the higher the guest satisfaction and loyalty. Tracking

guest data and preferences also helps you find innovative ways to encourage guests to book

your hotel property for the next visit.

3. Prioritize Guest Experience

The guest experience begins even before the check-in process. Put together an organizational

culture that prioritizes guest experience above everything else. Connect with your guests

online once the booking is in place. Send out relevant messages through emails – mention

about local events, popular hangouts, and details that will be of interest to your guest. Ask

questions during their stay. ―Are you having a comfortable stay? Do you require any

assistance?‖ Questions such as these will establish trust. Guests will know your brand cares to

see if guests are genuinely comfortable. Connect with each guest personally to address their

requirements. Exceeding customer expectations is the only way to gain their trust and loyalty

in the service industry.

4. Use Technology to your Advantage

Technology can offer many benefits for hoteliers. Right from offering a smooth booking

process online to including innovative ways to engage guests' technology has enabled

hoteliers in multiple ways. Depending on individual business requirements, hoteliers need to

adopt technological solutions that help answer the question at hand- ―How to exceed

customer expectations in hospitality‖. Make sure you include every touchpoint in your

guests‗ journey with you, to make it seamless and consistent.

Email automation tools to reach out to guests who have made a booking with you will help

build pre-arrival guest experience. Self-check-in, keyless entry, mobile apps that allow guests

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to put forth their requests, energy-saving devices, etc.,. will make your hotel stand out from

the rest and helps build a lasting impression with your guests.

Since technology aims, primarily, to make life easier, be sure to invest in smart technology

that adds to guests‗ convenience. This is a sure shot way to exceeding guest expectations and

build customer loyalty for your hotel.

5. Exceed Customer’s Expectations

If you truly want to stand out, then you need to put guest expectations and satisfaction at the

core of your business strategy. The first step towards hitting a home run here is understanding

that every guest has a different set of expectations. If your focus is exceeding customer

expectations, then you need to study your guests and understand them in as much depth as

possible, on a strategic as well on a tactical level.

Does a guest have a specific request not mentioned in your hotel amenities? In this case you

could either refuse politely if it is a request that is impossible to fulfil. But if you could make

it happen, guarantee them that you‗ll have it done and make sure it is done as quickly as

possible. Is there an irate guest at your hotel property? Hear them out with genuine interest

and apologize sincerely, even if it has nothing to do with your or the hotel! Empathize with

them and do what you can to placate them! If it an issue that can be resolved by you or your

staff, take special care to resolve it as quickly and as efficiently as possible. A simple follow-

up email post a guest‗s stay that thanks them for their visit with exciting offers can also

create a good level of engagement. A guest‗s stay should be memorable and hoteliers need to

go the extra mile to exceed customer expectations.

6. Seek Immediate Feedback

Why do negative reviews appear online? Guests who are displeased with their stay may not

always be vocal at the time of the stay. This is why it is essential to actively and carefully

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seek feedback, before, during and post stay. Do not wait for a customer to have an issue or

make a complaint. Is your guest happy with the room service? Is the menu tailored according

to his/her needs? Find information, ask the right questions and stay connected.

All these factors play an important role when it comes to enhancing guest experience. Bottom

line is that, it is vital to maintain a personal connect to exceeding customer expectations and

turning first-time visitors into repeat guests.

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 LEARNING OUTCOMES

By making this project I got to learn about:

 Various issues and challenges in hospitality industry and how technology can

solve those issues.

 How hotel industry can deliver value through a number of vehicles including

quality of rooms, atmospherics of the hotel, integrating contactless technology in

providing services.

 Good service is the key to success in any hospitality business.

 Technology is now a key component in delivering a customer service strategy

that works — and that can keep you ahead of the competition.

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 RECOMMENDATIONS

 Accelerated adoption of contactless technology in daily life has increased the demand

for self-service solutions in hospitality over the last year especially.

 Contactless guest solutions address multiple challenges for hotels, primarily securing

guests & staff from COVID19 transmission.

 Touchless technologies are a brilliant opportunity for hotel operators to manage

liabilities while keeping guests engaged through personalized experiences customized

for each guest.

 Contactless touchpoints like QR codes, apps, websites, and online shops are a great

way for hotels to stay engaged with guests. Leading chatbots and digital chat features

are increasingly being adopted by hoteliers for their sheer time and cost savings.

 Contactless communications are a great way for hoteliers to receive service feedback.

Many hotels are now integrating dedicated room tablets to allow guests to

interactively communicate with hotel staff for any assistance.

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 BIBLIOGRAPHY

The information provided in this project is collected from the sources

mentioned below:

Journal and Articles:

 https://www.jetir.org/papers/JETIRCF06003.pdf

 https://www.researchgate.net/publication/332789931_Technology_in_the_Hospitality

_Industry_Prospects_and_Challenges

Websites:

 How to Deal with Common Challenges in Hotel Industry in 2022?

 https://www.researchgate.net/publication/332789931_Technology_in_the_Hospitality

_Industry_Prospects_and_Challenges

 https://www.hotelogix.com/blog/2017/11/15/8-ways-build-customer-loyalty-hotel-

owners/

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GOVERNMENT INITIATIVES

The Indian Government has realized the country‗s potential in the tourism industry and has

taken several steps to make India a global tourism hub.

Some of the major initiatives planned by the Government of India to boost the tourism and

hospitality sector of India are as follows:

 From November 15, 2021, India allowed fully vaccinated foreign tourists to

visit India, which in turn will help revive the Indian travel and hospitality sector.

 In the Union Budget 2022-23, an additional US$ 316.3 million was earmarked

for Ministry of Tourism.

 In November 2021, the Ministry of Tourism signed a Memorandum of

Understanding (MoU) with Indian Railway Catering and Tourism Corporation to

strengthen hospitality and tourism industry. The ministry has also signed an MoU

with Easy My Trip, Cleartrip, Yatra.com, Make My Trip and Goibibo.

 In November 2021, the Indian government planned a conference to boost film

tourism in the country with an aim to establish domestic spots as preferred filming

destinations. This move is expected to create jobs and boost tourism in the country.

 In October 2021, Prime Minister, Mr. Narendra Modi launched the

Kushinagar International Airport in Uttar Pradesh to boost tourism.

 The COVID-19 pandemic has greatly disrupted the Tourism industry. In September

2021, the Ministry of Tourism announced plans to allow international tourists to

enter India and formal protocols are under discussion. According to the previous

announcements, the first five lakh foreign tourists will be issued visas free of cost.

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  In September 2021, the government launched NIDHI 2.0 (National

Integrated Database of Hospitality Industry) scheme which will maintain a

database of hospitality sector components such as accommodation units,

travel agents,

tour operators, & others. NIDHI 2.0 will facilitate the digitalization of the tourism sector

by encouraging all hotels to register themselves on the platform.

 In July 2021, the ministry drafted a proposal titled ‗National Strategy and Roadmap

for Medical and Wellness Tourism' and has requested recommendations and feedback

from several Central Ministries, all state and UT governments and administrations as

well as industry partners to make the document more comprehensive.

 In May 2021, the Union Minister of State for Tourism & Culture Mr. Prahlad Singh

Patel participated in the G20 tourism ministers' meeting to collaborate with member

countries in protecting tourism businesses, jobs and taking initiatives to frame policy

guidelines to support the sustainable and resilient recovery of travel and tourism.

 Government is planning to boost the tourism in India by leveraging on the lighthouses

in the country. 71 lighthouses have been identified for development as tourist spots.

 In February 2021, the Ministry of Tourism under the Government of India's Regional

Office (East) in Kolkata collaborated with Eastern Himalayas Travel & Tour Operator

Association (resource partner) and the IIAS School of Management as (knowledge

partner) to organise an ‗Incredible India Mega Homestay Development & Training‗

workshop. 725 homestay owners from Darjeeling, Kalimpong and the foothills of

Dooars were trained in marketing, sales and behavioural skills

 On January 25, 2021, Union Tourism and Culture Minister Mr. Prahlad Singh Patel

announced plan to develop an international-level infrastructure in Kargil (Ladakh) to

promote adventure tourism and winter sports.

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  The Indian Railway Catering and Tourism Corporation (IRCTC) runs a series of

Bharat Darshan tourist trains aimed at taking people to various pilgrimages across the

country.

 On November 4, 2020, the Union Minister of State (IC) for Tourism & Culture Mr.

Prahlad Singh Patel inaugurated the ―Tourist Facilitation Centre‖ facility constructed

under the project ―Development of Guruvayur, Kerala‖ (under the PRASHAD

Scheme of the Ministry of Tourism).

 Under Budget 2020-21, the Government of India has allotted Rs. 207.55 crore (US$

29.70 million) for development of tourist circuits under PRASHAD scheme.

 The Ministry of Tourism‗s ‗DekhoApnaDesh‗ webinar series titled ‗12 Months of

Adventure Travel‗ on November 28, 2020, is likely to promote India as an adventure

tourism destination.

ROAD AHEAD

Staycation is seen as an emerging trend were people stay at luxurious hotels to revive

themselves of stress in a peaceful getaway. To cater to such needs, major hotel chains such as

Marriott International, IHG Hotels & Resorts and Oberoi hotels are introducing staycation

offers where guests can choose from a host of curated experiences, within the hotel.

India‗s travel and tourism industry has huge growth potential. The industry is also looking

forward to the expansion of e-Visa scheme, which is expected to double the tourist inflow in

India. India's travel and tourism industry has the potential to expand by 2.5% on the back of

higher budgetary allocation and low-cost healthcare facility according to a joint study

conducted by Assocham and Yes Bank.

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IMPORTANCE OF HOSPITALITY INDUSTRY

The hospitality industry is important in several different areas. It is perhaps an often

overlooked, but vital, part of most countries‗ industry.

Important of hospitality industry for the economy

It has been estimated that the hospitality industry accounts for 10.4% of the global GDP, and

it is predicted that this percentage will rise by a further 10% in the next 10 years. It is a

vitally important industry for economies around the world.

The hospitality industry does not just pour money into countries‗ overall GDP, it is also

important for local economies. People taking advantage of the hospitality industry spend

money in retail areas, dining and drinking areas, on entrance fees to entertainment venues,

and more. The hospitality industry can also help fund infrastructure developments for local

communities.

Importance of hospitality industry for jobs.

The hospitality industry is responsible for 313 million jobs worldwide, which accounts for

9.9% of total employment. Again, this remarkably high percentage means that the hospitality

industry is important for a huge number of people. These jobs are also important for the

economy, as people being paid for work will spend more, which will help to boost the

economy further. The number of jobs in the hospitality industry is only going to rise in line

with its growth.

These jobs are important not just for pouring money into the economy, they also provide

career opportunities for people who work in the hospitality industry. There are not only

the customer-facing jobs that you might expect but also behind-the-scenes roles. There are

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management roles, catering roles, event planning roles, front-of-house roles, and more. On

an individual level, the hospitality industry provides a wide range of career and job

opportunities that allow employees to live their best lives, support their families, and be

happy and fulfilled.

Importance of hospitality industry for customers

The importance of the hospitality industry for the customers taking advantage of it should not

be overlooked. After all, it is the entire reason that the hospitality industry exists.

The hospitality industry is relied upon by people all over the world to provide experiences

and services that make people happy and comfortable.

For travelers, knowing that you can stay in lodgings when you arrive at your destination and

be able to eat is very important when you are setting out on a journey. If you are on holiday,

being able to then find entertainment and things to do once you are at your destination means

that you can make the most of your vacation time and make happy memories.

For locals, the hospitality industry is the place where we unwind, mark special occasions, and

experience all of those little things that make memories. As well as this, with people working

longer hours and more families with both parents out at work, the hospitality industry has

become more and more important in terms of basics like having a hot meal at the end of the

day. Millennials in Americans now spend 53.8% of their food budgets on eating out.

She hospitality industry is important for a wide range of reasons. It is responsible for a

sizeable chunk of most countries‗ GDP, and this percentage is growing with time. The

hospitality industry supports local economies and jobs, and many communities would die if

they were not supported by the money that comes in from this area. It also provides a

livelihood for a huge number of individuals and families.

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Beyond all of that, the hospitality industry provides essential services for travelers and locals

alike, which is of course its purpose.

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