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

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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
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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 
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  • Fall '06
  • EWAGNER

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