Digitization from the perspective of hotel managers and guests

Abstract

This study explores the way and which hotel guests' and hotel managers' view smart technologies and robots at hotels. The data were collected through qualitative methodology, by having interviews with the participants In the research, convenience sampling method was used and 20 hotel guests staying and 30 hotel managers working between 15 December 2021 and 5 January 2022 in 10 5-star hotels operating in Kuşadası were included. The findings of the study show that managers do not wish to work with robot colleagues, though they are of the opinion that using robots at hotels may have several advantages. On the other hand, while the hotel guests' approach towards robots at hotels varies, as there are people who view it positively and negatively, overall they appear to be positive towards staying at a hotel being served by service robots as they feel that it would be a different experience. Additionally, hotel guests believe that the use of smart technologies at hotels would improve guest satisfaction and service quality.