The Use of Information and Communication Technologies (ICT) in Front Office Operations of Chain Hotels in Ghana

Abstract

The proliferation of Information and Communication Technologies (ICT) coupled with sophisticated network protocols have unveiled new avenues for enterprises and organizations and the hospitality industries cannot be left out. Technology-based systems stand in a pivotal position to offer better service to the populace. Hospitality industries such as hotels can take advantage of the pervasiveness of ICT vis-à-vis technology-based systems to advance some of their operations. This paper seeks to assess the use of Information and Communication Technologies (ICT) in a front office operation of chain hotels in Ghana. The paper determines the extent of the use of information technology in a front office operation of chain hotels in Ghana. The paper continues to assess the effect of the use of information technology in the front office operation of chain hotels in Ghana, thus if the use of ICT has any effect on chain hotels’ front office operations. The paper further makes recommendations to chain hotel operators and the Ghana Tourist Authority (GTA) and policy makers on the use of information and communications technology in front office operation in chain hotels. Three chain hotels in Ghana were assessed.