Innovative Utilization of Information and Communication Technology in Hotels: Perspectives of Managers of Star-Rated Hotels in the Kumasi Metropolitan Area

Abstract

Even though information and communication technology provide an important role in hotel service and aid service efficacy in customer satisfaction, little literature exists on it in the study area. The study assessed managers’ perception of innovative utilization of ICT in star-rated hotels in the Kumasi metropolitan area. Emphasis was laid on the relevance and reasons for the innovative use of ICT in hotels. A qualitative approach was adopted for the study and 50 hotel managers were sampled. Thematic analysis was used to analyze the data solicited. Results of the study established that managers were of the view that the innovative use of ICT in hotel service was relevant and reasons for which the hotels have innovatively used ICT in their service delivery were achieved. However, the innovative use of ICT in hotels may create problems such as high cost of initial investment, cost of training employees and poor employer-employee relations. The study discovered that the hotels have made good use of ICT innovatively to sustain their business. The study unearthed that hotels must be abreast with ICT use as it has become a tool for attracting guests to hotels.