DIGITAL CONCIERGE AND SUCCESS OF HOTELS IN THE 21ST CENTURY IN HOTELS IN UMUAHIA, ABIA STATE.

Abstract The study evaluated the Evaluating the Effectiveness of Digital Concierge to the success of hotels in the 21stCentury. A Case Study of Selected hotels in Umuahia, Abia State. The objectives of this study aims to drive are: To evaluate the roles of concierge services in the hotel industry. To evaluate the potential for software solutions in bridging the gap between digital concierge and guest. To access if digital concierge will improve guests satisfaction. To evaluate the impact of technology using digital concierge on guest experiences. The literature review of the study covered conceptual frameworks of this topic which also covered the various objectives of the study. As theoretical framework, The theoretical framework will used the Service Quality SERVQUAL theory. The Survey research design was used as research methodology of the study. The questionnaires was distributed to the staff of the selected hotels in Umuahia, Abia State. Based on the data gathered, the following findings were made: Digital concierge services play a crucial role in improving service quality, guest satisfaction, and operational efficiency in hotels. Challenges such as technical issues, guest adaptation, and the need for regular updates are significant but can be mitigated with a reliable. IT infrastructure, scheduled maintenance, and effective system integration. Digital concierge services are recognized for their potential to enhance guest satisfaction, particularly through software and web-based solutions. The major challenges include technical glitches, the inability to handle complex requests, and the lack of a personal touch, which can be addressed by balancing digital and human interactions. The integration of digital concierge services into hotel operations is seen as beneficial for customer satisfaction, brand image, and staff performance. However, challenges remain in ensuring consistency across platforms and accommodating guests who are less familiar with digital technology. Based on the findings, the following are recommended: Hotels should prioritize investing in robust and scalable IT infrastructure to support digital concierge services. This will help minimize technical issues such as software bugs, system crashes, and connectivity problems that can disrupt the guest experience. Scheduled maintenance and timely updates are essential to keep digital concierge systems optimized and aligned with the latest technological advancements. Hotels should establish a maintenance schedule that includes software updates, hardware checks, and system performance evaluations.