final vision - The Hotel Business Service Industry or...

Info icon This preview shows pages 1–3. Sign up to view the full content.

View Full Document Right Arrow Icon
The Hotel Business     : Service Industry or Self-Service Industry?      By Will Malnati Hotels: Service Industry or Self-Service Industry? By Will Malnati Introduction R ecent technological advancements are changing the  way that hotels   interact with their guests.   Today, it is possible for someone  to go on- line more and more people  use the internet to  and  book a hotel room .   They can also  make a hotel reservation.   Some   go online up to a check into their hotel   room  on-line  up to a  week before their  their  arrival stay  and check-in . Upon their  arrival,  they can receive their room key via an automated kiosk in the lobby, stay a few nights   with the “Do not disturb” sign on their door, and and after spending a few nights,  quickly  depart using express check-out. All  None  of these actions is   can be done without any   barely  require s     any form of  physical   interaction with an  the  employees  of the hotel. In   However, in  a service-based industry such as the hotel business, one may find themselves  asking, “Where is the service Where has  all  the service gone ?” Perhaps the hotel industry  needs to take a step back and realize that the word ‘ service’  does not have the same  meaning that it once did. R
Image of page 1

Info icon This preview has intentionally blurred sections. Sign up to view the full version.

View Full Document Right Arrow Icon
The School of Hotel Administration at Cornell University is “the most sophisticated  service-oriented management school in the world” 1  and is ranked number one for hotel  management education worldwide globally  1    . In fact, when  upon entering the golden   doors of the school, one’s      can not miss eyes are immediately drawn to  a plaque that  hangs on the wall and reads reading :              “Life is service—the one who progresses is the one who gives his fellow men a   little more little better service”  –E.M. Statler “Service is life…” etc. This quote signifies the centrality of service to hospitality management education.   In t his   report , I   will  give  the word   service   a definition that will  assist me in explaining my   vision of  how  I  believe the transformation of this word will lead to the transformation of   the hotel industry.  I will  also make a distinction  between I nformation Technology  and   I nformation Systems , and  how  many  hotels  that  invest  in  new  IT  fail in their  integrating   efforts because  t hey are  unaware  of  the larger concept of IS .   After researching  the   opinions of  many authors, theorists, and business leaders and  finding  evidence  primarily   from, but not limited to, the hotel industry, I will 
Image of page 2
Image of page 3
This is the end of the preview. Sign up to access the rest of the document.

{[ snackBarMessage ]}

What students are saying

  • Left Quote Icon

    As a current student on this bumpy collegiate pathway, I stumbled upon Course Hero, where I can find study resources for nearly all my courses, get online help from tutors 24/7, and even share my old projects, papers, and lecture notes with other students.

    Student Picture

    Kiran Temple University Fox School of Business ‘17, Course Hero Intern

  • Left Quote Icon

    I cannot even describe how much Course Hero helped me this summer. It’s truly become something I can always rely on and help me. In the end, I was not only able to survive summer classes, but I was able to thrive thanks to Course Hero.

    Student Picture

    Dana University of Pennsylvania ‘17, Course Hero Intern

  • Left Quote Icon

    The ability to access any university’s resources through Course Hero proved invaluable in my case. I was behind on Tulane coursework and actually used UCLA’s materials to help me move forward and get everything together on time.

    Student Picture

    Jill Tulane University ‘16, Course Hero Intern