MOBILE TECHNOLOGY: A TOOL TO INCREASE HOTEL SALES AND REVENUE

Year 2020, Proceedings of The Third Economics, Business And Organization Research (EBOR) Conference, 454 - 465, 31.12.2020

Tomislav Car Ljubica Pılepıć Stıfanıch

Abstract

Purpose - Mobile technology enables users to access information and applications anytime, anywhere, providing greater flexibility in communication, collaboration and information sharing. The strategic importance of mobile technology should not be underestimated, given that the rapid pace at which mobile technologies are being adopted and improved is creating opportunities for new, innovative services that can be delivered via mobile devices. The purpose of this paper is to explore the possibilities of mobile technology as an extremely important tool for hotel companies, helping them to distribute information, simplify processes and increase productivity and sales in general. In addition, the purpose of this paper is to determine the status and role of mobile technology in driving revenue growth in the hotel industry.

Design/Methodology - Based on an extensive desk research in the existing literature, this study examines how mobile technology can significantly improve hotel operations. Secondary data were used to draw conclusions about the potential of mobile technology in the hotel industry.

Findings/Results - The paper contributes to the discussion on the increasingly important role of mobile technology in the hotel industry. However, mobile technology has changed the perception of hotel guests and the way they experience good things. Therefore, this paper, which deals with the significance and importance of mobile technology in hotel operations, attempts to answer these questions: To what extent is mobile technology present? How are they used? What role do they play in modern hotel operations and in the hotel industry in general?

Originality/Value - This paper focuses on the mobile technologies, like mobile apps, in order to deeply understand to what extent hotel guests' accept the usage of these technologies for the choice of hotel, by providing issues for researchers and practitioners. Mobile technology still has growth potential as technological development never stops, and this will completely change the traditional and conventional approach to hotel management.

Keywords

Mobile technology, Mobile apps, Hotel industry, Hotel Sales

References

• Bilgihan, A., Smith, S., Ricci, P., & Bujisic, M. (2016). Hotel guest preferences of in-room technology amenities. Journal of Hospitality and Tourism Technology, 7(2), 118-134. https://doi.org/10.1108/JHTT-02-2016-0008
• Bounatirou, M., & Lim, A. (2020). A case study on the impact of artificial intelligence on a hospitality company. Sustainable Hospitality Management: Designing Meaningful Encounters with Talent and Technology, 179-187. https://doi.org/10.1108/S1877-636120200000024013
• Brochado, A., Rita, P., & Margarido, A. (2016). High tech meets high touch in upscale hotels. Journal of Hospitality and Tourism Technology, 7(4), 347-365. https://doi.org/10.1108/JHTT-07-2016-0038
• Buhalis, D., & Leung, R. (2018). Smart hospitality-interconnectivity and interoperability towards an ecosystem. International Journal of Hospitality Management, 71, 41-50. https://doi.org/10.1016/j.ijhm.2017.11.011
• Car, T., Stifanich, L. P., & Šimunić, M. (2019). Internet of things (IoT) in tourism and hospitality: opportunities and challenges. Tourism in South East Europe..., 5, 163-175.
• Çınar, K. (2020). Role of Mobile Technology for Tourism Development. The Emerald Handbook of ICT in Tourism and Hospitality, 273-288. https://doi.org/10.1108/978-1-83982-688-720201017
• Dorcic, J., Komsic, J., & Markovic, S. (2019). Mobile technologies and applications towards smart tourism-state of the art. Tourism Review, 74(1), 82-103. https://doi.org/10.1108/TR-07-2017-0121
• Fraile, F. J. O., Martín, M. Á. R., & Hernández, C. C. (2018). Tourism and mobile devices: provenance of academic research through a bibliometric study. Journal of Tourism Analysis= Revista de Análisis Turístico, 25(1), 91-112. https://doi.org/10.1108/JTA-02-2018-0008
• Gilbert, N. (2020). 90 Hospitality Statistics You Must Know: 2020 Data Analysis & Market Share. Retrieved November 15, 2020 from https://financesonline.com/hospitality-statistics/
• Hua, N., Huang, A., Medeiros, M., & DeFranco, A. (2020). The moderating effect of operator type: the impact of information technology (IT) expenditures on hotels' operating performance. International Journal of Contemporary Hospitality Management, 32(8), 2519-2541. https://doi.org/10.1108/IJCHM-09-2019-0753
• Hussain, W. (2019). Top 3 Ways How Mobile Technology Benefits Hotel Businesses. Retrieved November 15, 2020 from https://wajidstack.medium.com/top-3-ways-how-mobile-technology-benefits-hotel-businesses-bc0ccf3d3b88
• Jung, S. Y., Kim, J. S., & Farrish, J. (2014). In-room technology trends and their implications for enhancing guest experiences and revenue. Journal of Hospitality and Tourism Technology, 5(3), 210-228. https://doi.org/10.1108/JHTT-11-2013-0035
• Jung, S. Y., Kim, J. S., & Farrish, J. (2014). In-room technology trends and their implications for enhancing guest experiences and revenue. Journal of Hospitality and Tourism Technology, 5(3), 210-228. https://doi.org/10.1108/JHTT-11-2013-0035
• Knepp, K. V. (2020). Hospitality and tourism trends and statistics for 2020. Retrieved November 20, 2020 from https://medium.com/@kneppkat/hospitality-and-tourism-trends-and-statistics-for-2020-8b47fd72d756
• Kumari, V. (2020). How Mobile Technology Is Changing the Hospitality Industry? Retrieved November 17, 2020 from https://www.quytech.com/blog/mobile-technology-changing-hospitality-industry/
• Lam, C., & Law, R. (2019). Readiness of upscale and luxury-branded hotels for digital transformation. International Journal of Hospitality Management, 79, 60-69. https://doi.org/10.1016/j.ijhm.2018.12.015
• Law, R., Chan, I. C. C., & Wang, L. (2018). A comprehensive review of mobile technology use in hospitality and tourism. Journal of Hospitality Marketing & Management, 27(6), 626-648. https://doi.org/10.1080/19368623.2018.1423251
• Lei, S., & Law, R. (2019). Functionality evaluation of mobile hotel websites in the m-commerce era. Journal of Travel & Tourism Marketing, 36(6), 665-678. https://doi.org/10.1080/10548408.2019.1624240 Leung, R. (2019). Smart hospitality: Taiwan hotel stakeholder perspectives. Tourism Review, 74(1), 50-62. https://doi.org/10.1108/TR-09-2017-0149
• Linton, H., & Kwortnik, R. J. (2019). Mobile usage in travel: bridging the supplier-user gap. International Journal of Contemporary Hospitality Management, 31(2), 771-789. https://doi.org/10.1108/IJCHM-10-2017-0614
• Lukanova, G., & Ilieva, G. (2019). Robots, Artificial Intelligence, and Service Automation in Hotels. Robots, Artificial Intelligence, and Service Automation in Travel, Tourism and Hospitality, Emerald Publishing Limited, 157-183. https://doi.org/10.1108/978-1-78756-687-320191009
• Morantis, N. (2019). In-hotel sales: how to increase your revenue & guests’ satisfaction using modern technology. Retrieved November 30, 2020 from https://www.hotelieracademy.org/increase-your-in-hotel-sales-with-modern-technology/
• Nadkarni, S., Kriechbaumer, F., Rothenberger, M., & Christodoulidou, N. (2019). The Path to the Hotel of Things: Internet of Things and Big Data Converging in Hospitality. Journal of Hospitality and Tourism Technology, 11(1), 93-107. https://doi.org/10.1108/JHTT-12-2018-0120
• Priyadarshini, A. (2020). 8 Ways Hoteliers are Employing Virtual Assistants to Woo Customers. Retrieved December 17, 2020 from https://becominghuman.ai/8-ways-hoteliers-are-employing-virtual-assistants-to-woo-customers-e9e0db3ab07a
• Qin, M., Tang, C., Jang, S., & Lehto, X. (2017). Mobile app introduction and shareholder returns. Journal of Hospitality and Tourism Management, 31, 173-180. https://doi.org/10.1016/j.jhtm.2016.11.006
• Revfine. (2019). How the Internet of Things (IoT) can Benefit the Hospitality Industry. Retrieved October 22, 2020 from https://www.revfine.com/internet-of-things-hospitality-industry/
• Revfine. (2020). How to use Artificial Intelligence in the Hospitality Industry. Retrieved December 17, 2020 from https://www.revfine.com/artificial-intelligence-hospitality-industry
• Statista. (2020). Smartphone users worldwide 2016-2021. Retrieved December 7, 2020 from https://www.statista.com/statistics/330695/number-of-smartphone-users-worldwide/
• Vidal, B. (2019). The New Technology and Travel Revolution. Retrieved November 30, 2020 from https://www.wearemarketing.com/blog/tourism-and-technology-how-tech-is-revolutionizing-travel.html
• Vikas, M., & Deependra, S. (2019). The role of information technology applications in profitability: A study of the Indian travel and tourism industry. Worldwide Hospitality and Tourism Themes, 11(4), 429-437. https://doi.org/10.1108/WHATT-04-2019-0025
• Zhang, T., Seo, S., & Ahn, J. (2019). Why hotel guests go mobile? Examining motives of business and leisure travelers. Journal of Hospitality Marketing & Management, 28(5), 621-644. https://doi.org/10.1080/19368623.2019.1539936