Advisers

Angelica E. Beltran

Discipline

Hospitality Management

Abstract

Smart hotel technologies are increasingly used in the hospitality industry to improve service efficiency and guest experience. Technologies such as Smart TV/IPTV, digital signage, and hotel access cards (keycards) help provide convenient and efficient services for hotel guests. However, despite the benefits offered by these technologies, guests may still experience certain challenges while using them. Understanding both the impact and the challenges of smart hotel technologies is important in improving service quality and guest satisfaction. Therefore, this study aims to determine the impact of smart hotel technologies on guest satisfaction and identify the challenges encountered by guests when using these technologies. The study used a descriptive quantitative research design to examine the impact of smart hotel technologies on guest satisfaction and the challenges encountered by guests. Data were collected through a structured survey questionnaire distributed to hotel guests who experienced the use of Smart TV/IPTV, digital signage, and hotel access cards. The responses were analyzed using statistical tools such as frequency, percentage, mean, and standard deviation to interpret the data. The findings showed that guests generally had positive perceptions of the smart technologies implemented in the hotel. Respondents agreed that these technologies improved convenience, accessibility of services, and overall service quality. Guests found the systems useful in accessing entertainment and hotel information. However, some respondents noted minor technical issues such as connectivity interruptions and occasional system delays. Despite these concerns, the technologies were still evaluated positively by most guests. The results indicate that smart hotel technologies contribute to enhancing guest delight and improving the overall hotel experience. When technologies are reliable and easy to use, they help create a more convenient and satisfying stay for guests. The findings also suggest that hotels should continuously maintain and upgrade their technological systems to prevent technical issues and ensure smooth operation. Improving technological infrastructure and support services can further enhance guest satisfaction and strengthen the competitiveness of hotels in the hospitality industry.

Keywords

smart technology, guest delight