Modern information and communication technologies in the organization of the hotel service process

Abstract

The article examines the role of information and communication technologies (ICT) in hotel management and the organization of guest service processes. It is established that modern digital technologies serve as a key factor in enhancing the efficiency of accommodation establishments, optimizing operational processes, improving customer interaction, and creating competitive advantages.

The research methodology is based on a systematic approach, an analysis of modern ICT systems used in the hospitality sector, and an empirical review of ICT implementation at the "Lion" Hotel. The primary research methods include comparative analysis, a structural-functional approach, and expert evaluation methods.

The study identifies that hotel enterprises employ technological solutions such as property management systems (PMS), online booking, CRM systems, automated lighting and climate control, business intelligence (BI), electronic marketing, online payment processing, and guest feedback collection. The operational features of the "Lion" Hotel are analyzed, highlighting its use of comprehensive digital solutions for room inventory management, business data analysis, customer interaction, financial transactions, and rating assessment.

Key areas of ICT implementation in guest service processes are explored, including hotel integration into global booking platforms (Booking.com, Agoda, Trip.com), automation of reservation and payment processes, and the use of media resources and chatbots for customer interaction. The research finds that these technologies contribute to attracting more tourists, increasing consumer trust, strengthening competitive positions, and improving financial stability.

It is concluded that the active implementation of ICT in the hospitality industry is a critical factor in improving service quality, ensuring effective customer feedback mechanisms, and enhancing the operational efficiency of hotels. The use of innovative digital solutions allows businesses not only to maintain but also to expand their competitive advantages in the rapidly evolving hospitality market.