Dags för IT-boom i hotellbranschen?
Om hur svenska förstaklasshotell med hjälp av IT kan förbättra service för sina gäster
This thesis seeks to investigate how Swedish first class hotels by use of IT can improve customer service and thereby increase the share of loyal guests. The authors have conducted a qualitative study predominantly consisting of an interview-based case study at one of Stockholm?s largest independent hotels. To get a broader and more generalized picture of the hotel industry four smaller studies at other hotels in Stockholm were also conducted. The findings suggest that the use of IT can improve the communication between the hotel and its guests and make possible a continuing relationship between visits that strengthens guest commitment. A hotel needs information on guests? individual needs and wishes to be able to cater to these in a satisfactory way. A proper use of IT-based tools such as an interactive online service can make possible this objective. The key factors in succeeding are according to the authors profoundly informed guests, interactivity between the hotel and its guests, fully integrated information systems and finally that the hotel is exceptionally informed about the needs and preferences of its guests.