Digital Transformation in Tourism : A Case Study of Holiday Inn Guildford
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Date
2025
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Publisher
university of surrey
Abstract
This study investigates the impact of digital transformation on luxury hotels, focusing on enhancing competitiveness, resilience, and customer experience. Using a qualitative approach, the research explores how digital technologies such as online booking platforms, mobile check-in, and smart services are adopted in the post pandemic hospitality sector. Data were collected through secondary sources, highlighting the strategies luxury hotels employ to maintain operational efficiency and improve guest satisfaction. Findings reveal that digital transformation not only enhances customer experience but also strengthens hotels’ adaptability and market competitiveness. The study provides practical insights for hotel managers aiming to implement effective digital strategies and offers a foundation for future research in hospitality digitalization
Description
This research explores how luxury hotels implement digital transformation to enhance their competitiveness, resilience, and customer experience. It examines the adoption of digital technologies such as online booking, mobile check-in, and smart hotel services, particularly in the post-pandemic hospitality industry. The study highlights strategies that enable hotels to improve operational efficiency and guest satisfaction, providing insights for managers and future research directions
Keywords
Digital Transformation, Luxury Hotels, Customer Experience, Competitiveness, Resilience
Citation
harvard