Digital Transformation in the Chilean Lodging Sector: Opportunities for Sustainable Businesses

Abstract

The lodging industry increasingly relies on digital technology and innovations in various operations in order to develop a competitive strategy and improve their operational activities during the pandemic. Nowadays, digital transformation is a key element for business sustainability. This paper presents an industry case study involving four hotels or lodging companies operating in Chile which have successfully incorporated technology and new communication channels with their clients, carrying out a digital transformation that is key to the competitiveness and survival of their businesses. The results show that the impact of digitalization on sales and visibility of companies in the sector is huge; second, the effects of digital innovation on the management of key processes, both in the back office and in the front office, is very important; third, the incorporation of technology as a standard factor in order to be competitive in the industry is a key element; finally, the problems or obstacles that lodging companies must face in the process of implementing new information technologies. Without digital innovation, this sector would not have been able to survive in times of pandemic.