The Hotel Industry in the Digital World

Abstract

Digitalization has spread all over the world and including such a rapidly evolving field as the hotel business. This is not only a novelty, but also a necessity, a special tool in these pandemic conditions, when direct contacts, offline exhibitions, hotel services are strictly limited due to co-regulations. Customer satisfaction increases in direct proportion to the increase in booking and convenient service. The purpose of this article is: to investigate the implementation of digitalization concepts in the modern hotel industry and to draw conclusions about its positive or negative consequences; to learn about the utilitarian importance of modern digital technologies, how they are generated at every step of operating a hotel system, and how they affect customer satisfaction. Also, the purpose of this article is to explore different ways and tactics of digital marketing communication, which serve several main tasks: informing about new services, raising brand awareness, increasing bookings and load rates, attracting potential customers and simplifying the booking process. Keywords: Tourism, hotel, digitalization, communication, service.