Hospitality In the Digital Era: Navigating the Challenges and Opportunities of a Globalised Industry

B.Sc Hospitality Administration program at Chitkara University

Amidst the panorama of the ever-expanding global industry, the bedrock principles of customer service and elevated guest experiences have surged to the forefront of the hospitality landscape. As this sector continues to evolve, the profound impact of these concepts cannot be overstated. The intricacies of the modern hospitality field, marked by a mosaic of challenges and rapid technological integration, have ushered in a new era. Today, guests harbour expectations that soar to unprecedented heights, reshaping the very essence of the industry. The swift pace of technological advancement, coupled with the dynamic interplay of diverse challenges, has kindled a transformation in traveller expectations—an evolution that every hospitality professional must keenly fathom.

To ensure that the demands of customers are met, businesses have started to embrace services that are driven by artificial intelligence (AI) and machine learning, leading to the hyper-personalization of guest services.

The resurgence that we witnessed post-pandemic has gained momentum that personifies an intent to give guests an experience to remember. It has also given rise to opportunities leading to talents migrating between multiple hospitality companies within their career span, thereby imbibing operational knowledge and experiences that will hold them in good stead. The migration of talents does give rise to some obvious challenges that can be mitigated by embracing technologies to improve guest experiences. Maintaining and improving service levels is also important for sustaining brand image and survival in a highly competitive business environment.

The use of AI chatbots has enabled hospitality companies to stay connected with their guests 24/7 with satisfying outcomes. Analysing guest choices over multiple visits and listing preferences according to specific situations has been achieved with the use of AI and big data. In fact, guests zero in on hospitality units based on their pre-travel experiences when using the units’ websites and related pages on the unit site. There are hotels that are also using robotics to effectively increase guest satisfaction. The fear of AI and robotics reducing employment opportunities can be set aside because hospitality can never be devoid of human touch and engagement. Technology has only supported securing avenues to engage with guests personally and understand their expectations minutely because it frees up resources and improves business efficiency. To reiterate, the hospitality industry did suffer during the pandemic years; however, there has been a great turnaround, and the digitalization of processes and improved services has added value to the guest experience.

Students joining a hospitality program for a career in the hospitality industry have to be tech-savvy. They should not just be aware of how to handle hardware but also how to effectively use the various tools and applications for the mutual benefit of their professional growth and that of the hotel company.

A sound academic qualification for a successful career in hospitality

A well-structured program equips students with the right skills, knowledge, and attitude for efficiently taking responsibility in the hospitality sector. It must involve comprehensive laboratory work for students that would help them acquire knowledge and skills in important departments of a hotel, such as Food Production, Hospitality Marketing, Food and Beverage Management, Finance, and more.

Embarking on a journey towards a flourishing career in the hospitality sector necessitates a strategic choice and the B.Sc. Hospitality Administration program at Chitkara University stands out as an optimal selection. This well-structured program is tailored to propel careers to new heights within the industry. This program delves into an immersive learning experience that not only imparts knowledge but also hones practical skills, ensuring a well-rounded skill set. The program helps navigate through the ever-evolving landscape of hospitality trends. From the intricacies of guest management to mastering the nuances of service excellence to introducing the latest technological elements that are incorporated into creating a lasting guest experience, the curriculum is meticulously designed to encompass every facet. The program empowers individuals with the foresight needed to craft a trajectory of success.

Enrolling in the B.Sc Hospitality Administration program at Chitkara University isn’t just an academic pursuit; it’s an investment for a strong foundation for a satisfying future, with the requisite acumen required to thrive in the competitive hospitality sector.


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