{"title":"酒店业的数字创新:弥合礼宾服务和酒店客人之间的差距","authors":"Norbert FORMAN, József UDVAROS","doi":"10.14505/jemt.v14.6(70).15","DOIUrl":null,"url":null,"abstract":"This study has a primary objective of investigating the existing gap that exists between guest interactions and hotel concierge services, with an emphasis on exploring potential solutions through software technology. To attain this goal, twenty in-depth interviews were conducted; eight conversations involved hotel concierges while twelve exchanges entailed interactions with guests. In conducting these interviews, the research aimed to gain extensive knowledge regarding challenges faced by both parties throughout their communication processes. Each interview was critically analysed to systematically identify specific issues suitable for resolution via software applications.
 The classification of concierge services facilitated the proposal of technology-based enhancements, which underwent testing by a focus group comprising both guests and concierges. The main objective of this study was to meticulously assess the proposed improvements in terms of their effectiveness in bridging gaps between these two groups. According to research results, there is a direct link between employing suggested software solutions and decreasing interaction discrepancies; implying that strategic usage can considerably boost hotel hospitality through better communication and comprehension among staff members and guests alike.
 The research suggests a wider implementation of technological resources in the hospitality industry as they can enhance guest experience and increase concierge efficiency. Further investigation could examine how effective these software solutions are across varying hotel environments and evaluate their lasting effects on customer contentment and hotel profits.","PeriodicalId":38130,"journal":{"name":"Journal of Environmental Management and Tourism","volume":"22 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2023-09-29","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"0","resultStr":"{\"title\":\"Digital Innovation in Hospitality: Bridging the Gap between Concierge Services and Hotel Guests\",\"authors\":\"Norbert FORMAN, József UDVAROS\",\"doi\":\"10.14505/jemt.v14.6(70).15\",\"DOIUrl\":null,\"url\":null,\"abstract\":\"This study has a primary objective of investigating the existing gap that exists between guest interactions and hotel concierge services, with an emphasis on exploring potential solutions through software technology. To attain this goal, twenty in-depth interviews were conducted; eight conversations involved hotel concierges while twelve exchanges entailed interactions with guests. In conducting these interviews, the research aimed to gain extensive knowledge regarding challenges faced by both parties throughout their communication processes. Each interview was critically analysed to systematically identify specific issues suitable for resolution via software applications.
 The classification of concierge services facilitated the proposal of technology-based enhancements, which underwent testing by a focus group comprising both guests and concierges. The main objective of this study was to meticulously assess the proposed improvements in terms of their effectiveness in bridging gaps between these two groups. According to research results, there is a direct link between employing suggested software solutions and decreasing interaction discrepancies; implying that strategic usage can considerably boost hotel hospitality through better communication and comprehension among staff members and guests alike.
 The research suggests a wider implementation of technological resources in the hospitality industry as they can enhance guest experience and increase concierge efficiency. Further investigation could examine how effective these software solutions are across varying hotel environments and evaluate their lasting effects on customer contentment and hotel profits.\",\"PeriodicalId\":38130,\"journal\":{\"name\":\"Journal of Environmental Management and Tourism\",\"volume\":\"22 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2023-09-29\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"0\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Environmental Management and Tourism\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.14505/jemt.v14.6(70).15\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"Q3\",\"JCRName\":\"Economics, Econometrics and Finance\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Environmental Management and Tourism","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.14505/jemt.v14.6(70).15","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"Q3","JCRName":"Economics, Econometrics and Finance","Score":null,"Total":0}
Digital Innovation in Hospitality: Bridging the Gap between Concierge Services and Hotel Guests
This study has a primary objective of investigating the existing gap that exists between guest interactions and hotel concierge services, with an emphasis on exploring potential solutions through software technology. To attain this goal, twenty in-depth interviews were conducted; eight conversations involved hotel concierges while twelve exchanges entailed interactions with guests. In conducting these interviews, the research aimed to gain extensive knowledge regarding challenges faced by both parties throughout their communication processes. Each interview was critically analysed to systematically identify specific issues suitable for resolution via software applications.
The classification of concierge services facilitated the proposal of technology-based enhancements, which underwent testing by a focus group comprising both guests and concierges. The main objective of this study was to meticulously assess the proposed improvements in terms of their effectiveness in bridging gaps between these two groups. According to research results, there is a direct link between employing suggested software solutions and decreasing interaction discrepancies; implying that strategic usage can considerably boost hotel hospitality through better communication and comprehension among staff members and guests alike.
The research suggests a wider implementation of technological resources in the hospitality industry as they can enhance guest experience and increase concierge efficiency. Further investigation could examine how effective these software solutions are across varying hotel environments and evaluate their lasting effects on customer contentment and hotel profits.
期刊介绍:
Journal of Environmental Management and Tourism is an interdisciplinary research journal, aimed to publish articles and original research papers that should contribute to the development of both experimental and theoretical nature in the field of Environmental Management and Tourism Sciences. Journal will publish original research and seeks to cover a wide range of topics regarding environmental management and engineering, environmental management and health, environmental chemistry, environmental protection technologies (water, air, soil), pollution reduction at source and waste minimization, energy and environment, modeling, simulation and optimization for environmental protection; environmental biotechnology, environmental education and sustainable development, environmental strategies and policies, etc. This topic may include the fields indicated above, but are not limited to these. Authors are encouraged to submit high quality, original works that discuss the latest developments in environmental management research and application with the certain scope to share experiences and research findings and to stimulate more ideas and useful insights regarding current best-practices and future directions in Environmental Management.