Impact Of In-Room Hotel Technology On Hospitality Industry In Australia And Vietnam

The significance of customer satisfaction in the hospitality industry

The hotel industry is relying on the leveraging customer satisfaction and provides them better quality for their sustainable business condition. The traditional hotel market is depending on the market share and the potential improvement of technological improvement in the hotel industry and that create a development to gain competitive from the other hotel industries. The technological development is the key aspect of the hotel so the new procedure and imperative modern changes are needed for the better customer satisfaction (Bulchand-Gidumal & Melián-González, 2015). The customer loyalty maintenance is a big issue for hotel thus enhancement in quality in food, services and employees all these are the important aspect of the hotel. In Australia, some of the hotels have been furnished as the palace and people have more engagement over the places.

Innovation is the most important creativity that enriches the customer engagement and progression of lateral thinking. Innovation enriches the sustainable economic and social development of a hotel thus the importance of innovation in the hotel industry is relevant and important for the development of the hospitality infrastructure (Kucukusta, Heung & Hui, 2014).  There are several processes and innovative natures that impacted the market share and distribution process, but the fundamental base of the hotel need to be enough flexible so that innovations can be used over there (Bulchand-Gidumal & Melián-González, 2015). The aptitude to investigate customer reaction enables hotels to preserve a convinced number of guests; the key principle of competence is chiefly how contented the visitors are with the hotel facilities (Brochado et al. 2016). Innovation in the hospitality business depends on the formation of insubstantial resources, which resources in providing the customer with assistance the value paying for. In this stare, the insubstantial possessions may be good disposition, saintly or artistic growth or the provision of an exclusive ability. So the innovativeness that initiated by 5-star hotels needs to implement properly so that customer engagement has increased in a surplus manner and customers can enjoy all these facilities (Šeric, Gil-Saura & Mollá-Descals, 2016). There are different sectors that need enormous changes in operation and engagement in business operation. Innovations are quite unique steps that can be differentiated by two sectors, product innovation, and process innovation. Product and process both are important elements of performance in hotel management thus innovations need to implement the factor so that sufficient improvement can be taken place by the organizing hotel (Bulchand-Gidumal & Melián-González, 2015). In case of product innovation new product, a source of the product, new methods in production all these are important for the new product innovation. On the other hand, in case of process innovation exploration of new thoughts and new procedure to organize a business is the main controlling aspect that impacted over the management at the micro and macro level of hotel management (Chan,  Okumus & Chan, 2017).

Importance of innovation in hotel management

The basic argument in case of implementing in-room technology is imposed over the contribution of the technology and application of the technology. The reason behind the argument is the innovation types and their implementing process in the organized sector.

• The material technical innovation is one of the prime innovations that creating product service analyze and delivers the material that innovates the product originality in the hotel, a customer can find the authenticate nature of innovating products through the system.
• Economic innovations are another argumentation that emergence the modern market needs and provides the technologies enhancement that provides an economic sustainable condition for the organization (Bilgihan et al. 2016). In maximum 5 star hotels, the economic sustainability is the major aspect of the hotel sustainability and that signifies the sale of their product and a service and customer are quite happy with dealing with that. On the other hand, the geographical expansion of the marketplace and expand of hospitality sector is the major concern for the development of business segment.  
• The next argument belongs to the solution and approach of organizational management and the imposed innovation over the organization. The working process innovation and their innovative nature is the key concept that change the organization model by implementing this and thus the production rate has changed and that initiated the and impacted over the management innovation in business (Jung, Kim & Farrish, 2014).
• The last innovation is imposed over the legal innovation that might change the framework of the organization and laws may be amended so that the significant changes can be made. The existing legal steps are mitigated and new innovations are implemented in that case so that legal innovations can take place in the 5-star hotels in Australia.

The innovations are segmented into the higher level and individual approach and that initiated the level and changed innovation is the marketing aspect (Bulchand-Gidumal & Melián-González, 2015). The technological innovation and the common connection of new technologies with the affection of business relationship are the key understatements of the big organizations have done in the simultaneous process and that impacted over the changing engagement in business.

The proposed statement of the research is to analyze the importance and validation of in-room technologies in 5-star hotels in Australia. In Australia, hotel and hospitality management earns a good amount of revenue and that is the reason it needed to be stringer doe the development of those hotel infrastructures and to provide a good service to their customers (Yang & Lau, 2015). There are several innovations that can be taken place for the sustainable condition of the business. The statement also elaborates the in-room facilities due to that technology.

Technological changes are paramount in some cases and that identifies major areas in changes. There are some limitations of using the technological enhancement. The primary one is money that organization has in their hand. If enough money is not delivered to the project then the implementation of the innovative has staged in process. Infrastructure is another important nature of the organization as the structure access technological implementation which depends on the main framework of the organization. So for the developer changes the infrastructure and money are required form the organization. There are some other external requirements for potential employees, work efficiency, technological approach and the long-term vision of the organization are others limitations for the best in-room facilities implementation.

There is certain gap find in the hotel in-room facilities. The facilities have changed as the time go on. There was certain tradition facilities already imposed in 5-star hotels but now with the changed time the scenario has been also changed and that initiated changes as well as the better hospitality implementation. Innovativeness like Wi-Fi connection in the hotel is relevant in new hotel engagement which is not at the initial stage of indoor facilities in the hotel. Most of the hotel now applying the mobile booking facility which is quite relevant to save time and to up to date to provide customers satisfaction and that is important for the customer contentment that initiated sustainable development of the business (Baloglu & Jones, 2015). in case of an earlier hotel, this particular facility is not provided as the particular technological innovation is not present in the hotel, this is the gap that differentiates the up gradation that faced by the hotel, which is a relevant and important aspect for the development and up gradation of hotel and hospitality industry. Social media is one of the biggest impacts in hotel sectors as from the social media several hotels latest news are known by the customers and for that reason, more customer involvement have increased. On the other hand, the business has expanded its territory and gain more revenue that ensures the sustainable position for the hotels. Cloud computing is one of the most advanced technological solutions that can be implemented in the contemporary hotels which are not found in the earlier stages of hotel management (Dev, Hamilton & Rust, 2017). Software management like POS, PMS all these are implemented in the modern hotels, on the other hand, a less software and technological implementation was present in earlier hotels which determine the changed behavior in the infrastructures of the hotel. Most of the 5 start hotels are now working on their quality of the food and for that reason; the deliverance of food must be a very important aspect of customers’ retention (Baloglu & Jones, 2015). These are the possible changes that might impact over the gap in the upgraded technologies that used in the hotel for the better market solution.

Limitations and gaps in implementing in-room technology

In this research methodology, a basic structure has been followed in this research. The structure signifies imposed process from there the proposed formation has done and that initiated the better and sustainable condition for the 5-star hotels in Australia.

In this research process deductive approach has used and the approach signifies that accumulated theories, data, and process all these are approaching with the past approach and study. As all these approaches are testing an event and confirming the hypothesis (Šeri?, Gil-Saura & Ruiz-Molina, 2014).  

Descriptive research design has been used in this research process and the research process imposed on the observational tone that signifies the in-depth study of the matter (Yeboah, 2015). The design analyzed over two segments from where proper results can be drawn.

In this research process Quantitative research method has been used and sampling process has taken to determine the depth of that process. This process is important to understand the thinking of employees and staff about the up gradation of the 5-star hotels and how it impacted over the customer satisfaction (Šeric, Gil-Saura & Mollá-Descals, 2016). Some conventional questions have been set for the employees and customers to get some relevant answers from them.

The technology can be enhanced by the effective changes that hotel that imposed over the quality of food, safety, security, managing system and operation of the hotel. Technologies like the digital conference in the room or smart room keys all these are important for the development of sustainable business scenario. The infrared sensor is another huge technological change that several hotels have already imposed, so basic digital innovation also strengthens by applying this process (Baloglu & Jones, 2015). There are several facilities that customers have enjoyed or the upgraded in-room technologies opportunity in the Australian customer is the concern issue in this section.

• Australian 5 star hotels are improving their level in a gradual manner. The quality, control, and style all these are innovative factors of the company. Thus the initiation of the improved chances and enhanced customer service has been delivered to the hotel. Facilities and opportunities only for the customers thus hotel has to be capable enough to do the opportunities in a right way (Šeric, Gil-Saura & Mollá-Descals, 2016).
• Room cleaning, room servicing, and floor management by the robot are the important aspect that can reduce human effort and impacted by the technological up gradation in Australia (Wan & Law, 2017).  Up gradation is not only needed in terms of technological innovation but also imposed over the concerned environment of the hotel and their constructing arena so that these innovative natures can be implemented by the hotel in an effective way.
• In-room technology also increases the staff efficiency of a hotel. The potential and the punctual service of the hotel and the response from employees is the main concern for the customer satisfaction. Good environment in the hotel and the legitimate accommodation facility is the concern criteria for the customers thus they want something more from the 5-star hotels so that enough opportunities can be accessed from the hotel (Chan, Tang & Sou, 2017).  
• If the customer has to take separate facility in the different order they that might take higher cost, on the other hand, hotel need to spent separate maintenance cost for each of the segment (Hui et al. 2016). For that reason, the maximum amounts of facilities are in the room. These facilities are so modified that those can be used in any circumstances and any position and this is the main reason for that customers are getting more involved with the hotel and hotel revenue has been increased by that process. A customer has to pay the reduced amount of money and for that reason they become happy and engagement got better with the hotel.
• In-room technology also saves money in low seasons by filling the unoccupied rooms. There are several rooms that spared in the lean season and customers are not willing to pay extra money for that reason. However an innovative change may be implemented by the hotel authority to provide those rooms at a lower rate in this manner their business can run in a legitimate way (Memarzadeh & Chang, 2015). The particular hotel can gain more competitive advantage than others. So the approach of guest management and room facility differentiation is the main criteria that needed to be implanted in all 5-star hotels in Australia in low seasons.
• The lifestyle panel and provide security in in-room cases are the important aspect for the customer (Chan, Tang & Sou, 2017)s. There are certain systems that have been introduced by the hotel technical management team to mitigate customer efforts. Folding bed introduction by remote or orders something from choosing from the digital screen are the effective steps that may be introduced by the hotel for better customer engagement.
• Wireless connection or sound determination machine engagement in the hotel in room sector is another technology that can be used by the technical department. Customers’ satisfaction is the main aspect for the hotels so their less effort and more involvement of the employees are needed, this is the reason more facilities are imposed on the hotel authority system (Chan, Tang & Sou, 2017).
• Social media can create a great influence in-room hotel service, and the basic reason behind the change is the alteration of a taste of customers. Most of the people love to strict their time in social sites thus their involvement and the level of engagement is also a concerning factor for the hotels so in-room facilities need to be implemented for the better customer engagement and revenue generation (Chan, Tang & Sou, 2017). Hotels have to target such people and allocated some rooms where the internet speed and facility is speedy and swift.
• Some of the other innovations also taken place in this scenario like the smart thermostat in customer personal device (Wu & Ko, 2013). It will also allow guest to control and adjust the temperature thorough Smartphone. The hotel wants to provide the best leisure treatment to their customers, for that reason these innovations are needed to be implemented in this situation for the future development of the hotel industry in Australia.
• Up Gradation in case of designing, the hotels of Australia are another attraction as most of the Australian hotel sectors have done enough structural changes from their perspective and this is the moral attraction for customers. Intricate aesthetic and charming boutique hotel is another kind of hotel designing that attract customer to get enough enhancement in revenue generation (Jung, Kim & Farrish, 2014).  

There are different in-room technologies that can be effectively introduced in the Australian hotels and these hotels are having such reputation and this is the concern factor for them. In case of Park Hyatt Sydney, a modernized structure has been followed and for that reasons the artistic imposing shady chocolate, cream, and beige shades has impacted the customers. The swimming pool is the biggest attraction for the hotel and the expensive suites for the opera house is another attraction for the hotel (Holden et al. 2016). The bathroom is another stunning beauty that features deep bath and the very good balconies another corner of attraction in the hotel.

Research methodology

In Shangri-La Hotel Sydney is one of the luxurious hotels in Australia. The indoor pool is perennially humid, which is quite fantastic for the customers and that create a grand place for families and children to enjoy their holidays. In this location, the boutique design is also present to attract the customers along with that trendy and populate tourist hotspot is another major opportunity for the customers (Šeric, Gil-Saura & Mollá-Descals, 2016).

InterContinental Sydney is the stunning classical portico in Australia. The hotel has implemented new technologies like minimize the décor or swimming pool on the 31^st floor all these are quite innovating nature of hotel that impacted over customers.

In Four Seasons Hotel Sydney, traditional treatment has been changed as the decoration of the hotel is so impressive that create extra attention to customers (Greenwald et al. 2016). The elegant look of the hotel and the stylish architecture are the important issues of the hotel thus customer will get better satisfaction from the hotel.

Technologies innovation in hotels industry is the major aspects of the development of hospitality sector in Australia. The innovative natures are so impressive that people love taking these opportunities in different hotels. Most of the 5-star Hotels in Australia tried to implement new innovations in their organizations (Chan, Tang & Sou, 2017). There are some possible threats that might confront the implementation.

• Hotel infrastructure and security are the major threat to the customers as there are so many cameras and sensors are there, that somehow break the privacy of the customer.
• A sensor device is attached to all the in-room sections so customers are bound to use them and has to follow their setting; this is another threat to customers (Šeric, Gil-Saura & Mollá-Descals, 2016).
• The implemented innovations are very costly and for that reason, the hotel has to take care of their accessories and that timely observation is needed for that (Chan, Tang & Sou, 2017). All these appliances are important from the hotel point of view so that must be carefully handled by them.
• Hotel innovative lock facility is a threat to the customer as well as for management. Locks are not opened by a key these are controlled by  passwords so this is not secure enough as anyone can hack the device and get enter in the room and that showcase

Conclusion and Recommendation

The hotel industry in Australia is flourishing and it has been observing the construction boom in the industry. In addition, most of the hotels are trying to upgrade the technologies they are using. In-room technologies are in vogue as the customers feel protected and satisfied when they use the services of the hotels. In Australia, there are many five-star hotels and they provide world-class services to the customers in domestic and international basis. The purpose statement of the study was to highlight whether in-room technologies are upgraded in the hotels of Australia. It has been noted that most of the hotels have already been utilised the technologies considerably and technological changes are considered to survive in the industry. The most convenient technological implication is that the customers can use do more than one tasks simultaneously. One such in-room technology is that customers can switch off or on the light outside the hotel room through using the remote sensing and they can open the curtain by using the remote. These are some of the provision the management of hotels is using to facilitate the technologies in hotel services. The guests in the hotel can use the voice services to inform the service-person what they need. These in-room hotel technologies help to increase the hotel efficiency and customers are satisfied. The services of the hotel become punctual and customers’ grievances have been reduced. The services also become pro-active and staff of the hotels becomes productive. In addition, the hotels become profitable as the printing costs become lower with using of digital technologies. In Australia, the room occupancy gets higher, however, saving money on unoccupied rooms get increased. Hotels are using the innovation that has been facilitating the cultural and economic innovation. In this study, the deductive approach and descriptive design have been used in order to collect the data for the study. Moreover, various secondary data have been provided help to conduct the study. In primary data, the researcher has conducted a survey to get the information on in-room technologies and innovation from the guests.

Effective in-room technological changes for sustainable business scenario

It has been concluded that technologies are advancing faster in Australian hotel industry and guests’ expectations are soaring high. The hotel developers plan is changing with the time based on the infrastructure, management structure, building and software innovation and staffing requirements. The customers’ expectations have been changing as the customers become aware of the global progress in hotel services through the social media and online platform; They want the same from the five-star hotels in Australia. Leading hotels are trying to satisfy the customers’ needs and technological devices are installed and guests like to pay for these.

In five-star hotels, the recruitment and selection of the staffs must have the quality to manage the guests from any background and ethnicity. The guests are paying money to use the in-room technologies. The customers may not know how to use the technologies; the staff should know the use of in-room technologies so that they can help the guests. The employees must be passionate about using the in-room technologies and they must be happy, jovial and kind to the guests.

The hotel owner must have the potential to activate the in-room technologies and hotels must have the infrastructure to accommodate the technological changes. In addition, the staffs are given to training in order to make them technology-friendly. Empowering the employees will help the hotels to make the employees confident about technologies and facing the guests. The hotels could use digital conference rooms and audio-visual facilities during the meeting. Performance management, incentives and success of the employees can be measured based on training.

The hotel management needs to understand what kinds of needs that the guests want from hotels. The management needs to search about the global progress in in-room technologies so that they could use these in hotels. Automation and mobile communication are in trend, customers like to have this in hotel facilities, and the hotels in Australia must follow this innovation to facilities digital interaction.

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