Abstract
We live in a time of constant change. In today’s highly competitive business environment in luxury hotels, the constant change of guest preferences and the rise of new technology in the hospitality industry will reorganize and reinvent the industry. This thesis investigates and explores the technological environment in luxury hotels to identify what technology and human resources practices have been implemented successfully and can be further improved to increase technological and human efficiencies.As the hotel industry is very labor intensive and hands on, it is possible that technological innovation could reduce operational costs. The emphasis is to explore organizational structures and human capital allocations that best suit technological innovation and change.
Technological innovations are poised to radically reshape the hospitality industry. The Covid-19 pandemic over the past years has shown how unpredictable and vulnerable the luxury industry is in the current market. The level of service in luxury hotels is directly related to the amount of highly trained human capital, which allows hotels to personalize and differentiate their service experience. As such, the luxury industry is at a disadvantage when it comes to adopting technology innovations to serve their guests or replace human interactions and personal touch points.
There is an opportunity to reshape the luxury hospitality industry by having a holistic approach to technological innovations and human capital in luxury hotels.
| Date of Award | 2025 |
|---|---|
| Original language | English |
| Supervisor | Naomi DALE (Supervisor) & Johra FATIMA (Supervisor) |