Digital Transformation of Hospitality Businesses and Workplaces - A Way Forward to Good Governance and Sustainable Development

Abstract

Customer behavior in hospitality and travel started to change with the advent of the digital age. From booking their accommodations within a few clicks, to receiving detailed information about their accommodations, such as customer service, activities, and room features, it is expected to have a customer-centric feeling. The aim of this study is to find out how the digital transformation in the hospitality sector can bring good governance and sustainability. The paper primarily relies on secondary sources. Information about hospitality digital transformation was primarily gathered from literature reviews. The data collected was analyzed for common themes between the three parameters: governance, sustainability, and digital transformation. The study resulted that using analytics as digital technology help in increasing customer experience. Many firms realize the advantages of digital transformation in the hotel sector by increasing brand recognition and operational efficiency, and by enhancing customer experience. Digital revolution has largely reached all industries, and one of them is hospitality. Sadly, just a few firms have done so with the constraint of innovation. It tends to be adequate despite the tremendous development of technology in the past decade. More and quick technology innovations are necessary for the hospitality business.