Literature Review

3. Literature Review

 “Technology has made a considerable impact on the industry in recent years and will continue to do so with the increasing use of computer, controlled equipment and the growth of information technology in general” (Jones and Lockwood, 1989, p.6) Really in the last two decades, technology has become far more advanced and far more widely used throughout all types of industry.  The tourism and hospitality industry is no exception. Indeed, many tourism and leisure establishments rely on technological systems for the vast majority of their operations.  They use a range of computer programs from everything to bookings, communications, security and payments.  If a hospitality establishment does not use some sort of advanced technological system in its operations, it is deemed to be out of date and disorganized.  Indeed, James Bardi begins to outline the importance of these programs by claiming that “a well organized reservation system allows hotels to ensure a steady flow of guests into their properties”.  Furthermore,  “Profitable business ventures rely on effective marketing, which includes reviewing people who require hotel products and services, determining their specific needs, developing products and services that meet those needs, and making a profit on the sale of those products and services” (Bardi, 2010, p. 136).

Part of the reason why hotels utilize technological systems in their operations is because it keeps them up to date in terms of where they are placed in the market.  It makes work easier for staff members, allowing them to work more efficiently and taking away time consuming activities which can be carried out by the technology.  In some hotels, the utilization of technological systems mean that fewer staff members are needed and this saves considerable costs. For others, especially luxury hotels, this is not the case but it means that the staff can be free to attend to customers on a more personal basis, thus upholding high...