Communication In Hotels

2140 Words9 Pages
1.0 Introduction

The tourist industry continues to be one of the most dynamic industries and its evolution is closely linked to the development of new technologies. There is a consensus in the literature over the advantages of information and communication technologies (ICT) use for firms in general and hotel establishments in particular. In order to maintain competitiveness, this type of business has had to adapt quickly to the new technological context.
Information and communication technologies (ICT) have become indispensable for business processes to compete internationally. Major hotel chains have often adopted ICT, especially in the areas of operations, marketing and communications, and customer service and relationship management.
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There are a lot of reviews based on travellers experience using the internet. Internet channels have become the most popular method to booking the room hotel. Advances in technology allow travellers to freely communicate with other people to share and collect information. Customers post their experiences on social media, such as Facebook, Twitter, Instagram and YouTube and/or third-party online travel intermediaries, such as TripAdvisor, Priceline.com and Expedia.com. These online reviews represent electronic word-of-mouth (eWOM) communication and previous studies have shown that eWOM affects customer decisions.
Hotels around the world are increasingly relying on effective electronic distribution partners, also known as online travel agencies, in an attempt to maximize their revenues. The increasing use of online travel agencies is attributed to many factors including “today 's global competitive environment”.
In the hospitality industry, social media have become a highly influential decision-making tool from the travellers. It is easy for customers to get information from other travellers; however, it is difficult to know whether hospitality organizations have made improvements based on online
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Marketers are becoming more interested in understanding and managing the marketing opportunities enabled by online environment since it can empower them to influence customers ' choices and communicate promotion messages to a larger set of potential customers rapidly.

Consumers will use social media as their references in decision-making to book the hotel or to go place for holiday. Because another customers post their experiences on Social Media so people will see and know to make decision.
In addition to this technological revolution, consumers increasingly use the internet to share experiences and make decisions regarding leisure and tourism. Consumers also take into account other peoples’ opinions and often base their offline purchase decisions on information and data acquired online. This tool is thus becoming a key information and communication channel for consumers who wish to share their opinions on shopping and consumption experiences. The growth of electronic commerce in recent years and the spectacular expansion of the word-of-mouth industry are provoking significant changes in consumer decision-making and behaviour patterns. Word-of-mouth is a powerful tool for free communication on a product or service and in the virtual environment it
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