1)To determine the means through which technology is becoming or has become an integral part of service design and personalization in the hospitality industry today
2)To investigate the impact of technology on the personalization of service
3) To identify technologies used for personalized service in the hospitality
4)To assess the positive and negative aspects of technology with respect to its impact on personalization of services in the hospitality industry today
QUESTIONAIRE format
1Which bracket do you fall 16-24,25-34,35-44,45-60 60+
2 Do you toa hotel for{business or pleasure}
3) What attracts you most in a hotel in Portsmouth
[Building] [Location] [Reviews] [Technology] {Food}
4) How often do you book hotels
{Never} {Occasionally} {Regularly}
5) Please rate the following features of personalized technology by their importance to you 1-5
{Speed} {Convenience} {Security} {Reliability} {Experience} {Empowerment}…you can add
6) Do you prefer human interaction to personalized technology (E.g. check out hotel through front desk office agent or check out at the hotel using check out kiosk at the lobby without contact from front agent at the lobby).
7) Do you book hotel based on its personalized technology{Yes} {No}
8) Do you feel more valued and “left with an experience “with technology personalization in a hotel
{Yes} {No}
9) Are you wiling to pay more for in a hotel with high technology
{yes} {no}
10)if so how much will you pay[ ]
(11) Which of this technology attracts you most to a hotel
{Smart keys} {Room ipad} {Check in/out kiosk} {Smartphone app room control}{Robot room service} {Digital conference} {Thumbprint scans} {Digital signage} {Mirror television} {Mobile payment} {Facerecognition key} {Welcome screen} {Website design} {Internet} {Portable mobile room device charger}
(12) Is your impression of a hotel affected by its level of personalized technology
{Yes} {No}
13) Further comments
Manager questionnaire
Name of organization [ ]
Job title [ ]
1) For how many years [ ]
2) Please give a brief summary of what you believe are behind the quest for technology in hotels
3) Based on your experience, do you do you think effect of technology to hotels has been beneficial or unbeneficial
Rate 1-10
4) Please rate the following features, which you think are important to customer in using technology in a hotel
{Speed} {Convenience} {Security} {Reliability} {Experience}{Quality service} {Personalization} {Information}
5) It is said that technology has resulted in making human less valuable contributing to loss of jobs; to what extent do you agree with the statement above 1-5
6) Which department of your hotel has the highest level of technology
{ }
7) Which of this segment do you think demand more technological personalized service
(Business) (Leisure)
8) Which section of your hotel has the low level of technology
9) How would you describe your reliance of technology technology to your business growth
{We do not rely on it]
{We barely rely on it}
{We rely on it too much}
{We wholly rely on it}
10) Further comments
Manager interview open-ended questions(you can look at various hotels in
- Does your personalized technology attract more customers
2) Are the new technology in your hotel as a result of direct customer demands
3) Howhas personalizedtechnology affected your staff job satisfaction
4) What are the challenges in adopting new technology in your hotel
5) What is the advantage of technology to your hotel
6) How willing are you to spend heavily on technology
7) Do you think your hotel can compete with low-level technology service nowadays
8) When implementing new technology do you target a certain group {Business or leisure}
9) Do you think high level of personalized service create brand loyalty
10) Which personalized technology do you currently have and will wish to have
hotels names in portsmouth
Cheap hotels
The Clarence hotel
Slatton hotel
Keppel head hotel
Queens hotel Portsmouth
Ocean hotel
The ferryman hotel
Red lion hotel
Savvile hotel
Popular hotels
Royal maritime club
Premier inn express Portsmouth north
Ibis hotel
Queens’s hotel
Travelodge
Holiday inn Portsmouth
Try and find balance between them