Abstract
The hospitality industry increasingly adopts technology to improve service quality and guest satisfaction. Hotels use online booking platforms, automated check-in and check-out systems, in-room technologies, and digital feedback tools to provide faster and more convenient service and improve communication between guests and staff. This study examined the role of technology in improving guest experience at Pacific Park Hotel. The study used a quantitative descriptive research design. Data were collected from 50 hotel guests through a structured survey questionnaire. The instrument gathered respondent characteristics and assessed technological services related to booking and reservations, check-in and check-out procedures, in-room technology, and customer service and feedback systems. Respondents were selected through convenience sampling. Most respondents were aged 18–25 years, with an approximately equal distribution of male and female participants. Many respondents reported visiting the hotel frequently or occasionally. Overall, respondents positively assessed online booking, automated check-in and check-out, in-room technology, and digital feedback systems in relation to convenience, efficiency, and communication with hotel staff. The findings indicated that respondents perceived technology as contributing to convenience, reduced waiting time, communication, and satisfaction during hotel stays. Minor difficulties in using some digital systems were also reported, indicating a need for continuous improvement in the hotel’s technological services.
