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Accra Technical University

This document appears to be a research paper written by four students - Stephen Akpenya, Sheila Ofeibea Dodou, Zalia Nelson, and Musiyla Seidu - for their studies at the Accra Technical University in Ghana. The paper assesses the impact of digitization on the front office operations of 3 to 5-star hotels in Accra, Ghana. It includes an introduction outlining the background, objectives, research questions and significance of the study. It also presents the methodology, results and discussion sections of the research paper. Tables and figures are included to illustrate the results of the research.

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206 views9 pages

Accra Technical University

This document appears to be a research paper written by four students - Stephen Akpenya, Sheila Ofeibea Dodou, Zalia Nelson, and Musiyla Seidu - for their studies at the Accra Technical University in Ghana. The paper assesses the impact of digitization on the front office operations of 3 to 5-star hotels in Accra, Ghana. It includes an introduction outlining the background, objectives, research questions and significance of the study. It also presents the methodology, results and discussion sections of the research paper. Tables and figures are included to illustrate the results of the research.

Uploaded by

Stephen
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© © All Rights Reserved
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ACCRA TECHNICAL UNIVERSITY

ASSESSIING THE IMPACT OF DIGITIZATION ON FRONT OFFICE


OPERATIONS OF 3 TO 5-STAR HOTELS.

BY

STEPHEN AKPENYA

SHEILA OFEIBEA DODOU

ZALIA NELSON

MUSILYA SEIDU

JUNE, 2019
ASSESSIING THE IMPACT OF DIGITIZATION ON FRONT OFFICE

OPERATIONS OF 3 TO 5-STAR HOTELS. A CASE STUDY OF ACCRA

METROPOLIS.

BY

STEPHEN AKPENYA

SHEILA OFEIBEA DODOU

ZALIA NELSON

MUSILYA SEIDU

A PROJECT WORK PRESENTED TO THE DEPARTMENT

OF HOTEL CATERING AND INSTITUTIONAL MANAGEMENT

FACULTY OF APPLIED SCIENCES, ACCRA TECHNICAL UNIVERSITY

IN PARTIAL FULFILMENT OF THE REQUIREMENTS FOR THE AWARD

OF HIGHER NATIONAL DIPLOMA (HND)

IN HOTEL, CATERING AND INSTITUTIONAL MANAGEMENT

JUNE 2019

II
DELCARATION
Candidates Declaration

We hereby declare that this project work is a result of original work and that no

part of this work has been presented for HND in this university or elsewhere.

Name of candidates Signature Date

SUPERVISOR’S DECLARATION

I hereby declare that this preparation and presentation of the project work were

supervised in accordance with the guidelines on supervision of project work laid

down by the Accra Technical University.

………………………………………… ………………………………

III
ACKNOWLEDGEMENT

We first and foremost express our deepest gratitude to the Almighty Father for His grace upon,

and for helping us finish the project work successfully. To our supervisor, Mr. …….., under

whose guidance and supervision this research has become a success, we remain grateful. To the

respondents who took time of their busy schedules to help in filling and completing the

questionnaires, we say thank you all. Also deserving is, ……………………………………..for

all his enormous supports and encouragements.

Our final appreciation goes to our colleague students and all the lecturers of the Department of

Hotel Catering and Institutional Management.

IV
ABSTRACT

For a business such as hospitality, the front office department comes with an aspect of elevating

customer experience with the business. Front Office department is a common link between the

customers and the business. This study sought to ascertain the impact of digitization on front

office operations of 3 to 5-star hotels. Data was collected from a sample of 30 front office staffs

from 10 selected 3 to 5-star hotels in Accra and analysed through the use of Statistical Package

for Social Science. The study revealed that, the adaptation of digitization in the front office

operations of the hotels has had tremendous improvement in the overall administration of the

hotels’ front office in terms of reducing stress gone through by the staff and guests in the process

of waiting. In addition, the findings revealed that the reputations of the hotels have improved

tremendously while increasing the customer base. The front office of hotels should therefore

V
equip themselves with state-of-the-art technology to help absorb the increasing pace at which

customers need their demands met. In so doing, customer satisfaction will be easily achieved,

leading to loyal patronage and possible referrals. Also, front office staff should be well-vested in

these digital technologies in order to aid the effective use of these technological processes at the

front office.

TABLE OF CONTENTS

CONTENT PAGE

DELCARATION

ACKNOWLEDGEMENT

ABSTRACT

CHAPTER ONE

INTRODUCTION
1.1 BACKGROUND

1.2 PROBLEM STATEMENT

1.3 RESEARCH OBJECTIVES

1.4 RESEARCH QUESTIONS

VI
1.5 SIGNIFICANCE OF THE STUDY

1.6. SCOPE OF THE STUDY

1.7 ORGANIZATION OF THE STUDY

CHAPTER TWO

LITERATURE REVIEW
2.1 INTRODUCTION.

2.2 THE HOTEL INDUSTRY IN GHANA

2.3 FRONT OFFICE AND ITS OPERATIONS

2.4 GOING DIGITAL

2.5 THINKING ABOUT THE CUSTOMER

CHAPTER THREE

RESEARCH METHODOLOGY

3.1 INTRODUCTION

3.2 DATA SOURCES

3.3 POPULATION OF STUDY

3.4 SAMPLING TECHNIQUE PROCEDURES

3.5 INSTRUMENT FOR DATA COLLECTION

3.6 DATA COLLECTION PROCEDURE

3.7 DATA ANALYSIS TECHNIQUES

CHAPTER FOUR

RESULTS AND DISCUSSION


VII
4.1: INTRODUCTION

4.2 BACKGROUND OF THE RESPONDENTS.

CHAPTER FIVE

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

5.1: INTRODUCTION

5.2: MAJOR FINDINGS AND DISCUSSIONS

5.3 SUMMARY

5.4: CONCLUSIONS

5.5: RECOMMENDATIONS

5.6 RECOMMENDATION FOR FURTHER STUDIES

LIST OF TABLES

TABLE 4.2.1: GENDER OF RESPONDENTS:……………. ………………………………...27

TABLE 4.2.2: BENEFICIAL FACTS OF DITIGITAZING FRONT OFFICE OPERATIONS:

………………………………………………………………………………….35

TABLE 4.2.3: THE USE OF DIGITAL TECHNOLOGY AT THE FRONT OFFICE:…..……38

TABLE 4.2.4: EFFECTIVENESS OF DIGITAL TECHNOLOGY IN THE FRONT

OFFICE…………………………………………………………………………………………..39

LIST OF FIGURES

FIGURE 4.2.1: AGE DISTRIBITION OF RESPONDENTS:……….…………………….……28

FIGURE 4.2.2: LEVEL OF EXPERIENCE OF RESPONDENTS:………….…………….…..29

FIGURE 4.2.3: EDUCATIONAL LEVEL OF RESPONDENTS:………………………….…..30

VIII
FIGURE 4.2.4: LENGTH OF STAY IN ORGANIZATION:…………….…….…….………...31

FIGURE 4.2.5: DEFINED ROLE OF RESPONDENT:………………….……….….………...32

FIGURE 4.2.6: DIGITIZED STATUS OF FRONT OFFICE OF HOTELS:…………………...34

FIGURE 4.2.7: DIGITIZED SERVICE OFFERED AT THE FRONT OFFICE OF HOTEL..37

FIGURE 4.2.8: EXTENT OF IMPACT OF THE INTRODUCTION OF DIGITIZED PROCESS

AT FRONT OFFICE……………………………………………………………………………39

FIGURE 4.2.9: EXTENT OF FACILITATION OF DIGITIZED FRONT OFFICE:………….41

IX

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