The Use of ICTs in Front Office Department

Abstract

This research project investigates the effective implementation and impact of Information and Communication Technologies (ICTs) within the Front Office Department of hotels. The study aims to evaluate the contribution of ICTs to operational efficiency, customer satisfaction, and overall performance in customer-facing organisational functions. Utilising a cluster sampling approach, incorporating surveys, and case studies, the research assesses the current usage of ICT tools, identifies challenges and opportunities, and proposes strategies for improved integration. The study explores the diverse ICT applications adopted by front office departments, including customer relationship management (CRM) systems, communication platforms, and data analytics tools. The research assesses the efficacy of these technologies in streamlining processes, enhancing communication, and cultivating a responsive and customer-centric environment. The findings offer valuable insights for both academic researchers and industry practitioners that are seeking a comprehensive understanding of the ways in which ICTs influence front office operations. The research not only highlights successful implementations but also addresses potential hurdles and considerations for hotels aiming to harness ICTs for optimal front office performance. Lastly, the study provides a solid foundation for future research and offers practical recommendations to guide hotels in elevating their front office capabilities through thoughtful ICT integration.