INNOVATIVE TECHNOLOGIES IN THE HOTEL INDUSTRY

Abstract

Main trends and advantages of using innovative technologies in the hotel industry and their role are considered. Development of an innovative environment in hotels enables to maintain the high standards in customer service and meet the requirements for the services of hotel enterprises. The innovative environment allows hotels to address challenges from minimizing errors in organizing guest service to significantly increasing the efficiency of interaction between business units. When creating an innovative environment in a hotel, it is important to analyze the demand for innovative technologies of the target guests, taking into account the development strategy, sales potential of the hotel services, and competition. Today, target guests want to have access to virtual assistants and chatbots; be able to use VR and AR mobile applications, the Smart Hotel system, digital services and maintain ‘green’ initiatives. As an example of creating an innovative environment, the article observes the activities of the Russian four-star park-hotel Dobrograd. Development of an innovative environment in hotel properties also improves internal business processes and increases their effectiveness. It is noted that innovations such as mobile applications for hotel employees, new high-performance technologies and equipment used in guest service, cloud technologies in the work of marketing and sales departments, and systems for processing guest reviews contribute to driving continuous improvement in guest satisfaction. An action plan with the following elements is proposed: briefing all colleagues on the programme to be implemented; educating, controlling and inspiring team members; creating the right environment to encourage colleagues and managers to work more efficiently; soliciting feedback.

Keywords

hotel property; hotel services; digitalization; innovative environment; innovative technologies

References

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About the Authors

Aleksander N. Latkin – PhD in Economics, Docent; Associate Professor, Department of Hospitality, Tourism and Sports Industry, Plekhanov Russian University of Economics, Moscow, Russia. E-mail: Latkin.AN@rea.ru.
SPIN РИНЦ 8576-0983
Elena L. Ilina – PhD in Economics, Docent; Associate Professor, Department of Hospitality, Tourism and Sports Industry, Plekhanov Russian University of Economics, Moscow, Russia. E-mail: Ilina.EL@rea.ru.
SPIN РИНЦ 4133-6809
Lolita A. Sheveleva – 4th year student, Faculty of Hotel and Restaurant, Tourism and Sports Industry, Plekhanov Russian University of Economics, Moscow, Russia. E-mail: lolitaseveleva@gmail.com
Veronika S. Sergeeva – 4th year student, Faculty of Hotel and Restaurant, Tourism and Sports Industry, Plekhanov Russian University of Economics, Moscow, Russia. E-mail: sergeevanikas@mail.ru

For citation:
Latkin A.N., Ilina E.L., Sheveleva L.A., Sergeeva V.S. Innovative Technologies in the Hotel Industry // BENEFICIUM. 2020. No. 3 (36). pp. 12-20. (In Russ.). DOI: http://doi.org/10.34680/BENEFICIUM.2020.3(36).12-20