Key issues for ICT applications: impacts and implications for hospitality operations

Purpose – The purpose of this paper is to understand several key issues regarding technology strategies for the lodging industry, including the use and impact of technology, technology adoption and implementation, the role of organization technology environment in technology use, channel management strategies, as well as future trends of technology development. Design/methodology/approach – Qualitative interviews are conducted with hotel practitioners to gain knowledge in order to help explore issues and generate hypotheses for future research regarding information and communications technology (ICT) applications in the lodging industry. Findings – The research finds that technology will continue to impact guest service and customer relationship management in the lodging industry, and that companies vary in their implementation and use of the technology applications. Research limitations/implications – Using qualitative research limited the number of hotels that could be interviewed; as a result, the findings cannot be generalized to every hotel. Practical implications – Hotel owners and managers can look at the various trends and determine which can help their guest service, focusing on providing added value to guests. Originality/value – The paper provides insight from the viewpoints of practitioners rather than just from technology experts.