Perception of Millennials Towards the Implementation of Automation Staying in Ciputra World Hotel Surabaya

Abstract

The implementation of automation is very much needed for millennials generation because in the middle of year 200, the hotel industry, especially in the city of Surabaya has entered the era of the industrial revolution 4.0, which is shown by the developing digital technology rapidly. This affects a person lifestyle from the way they work, socializing, behavior or habit, making decision to shop and stay somewhere. In determining where to stay, the millennials taking advantage of technological advances by looking for preferences on website or social media. Using the post-positivism philosophy and descriptive approach to the Hotel Ciputra World Surabaya as the object of research, four informants were chosen to represent millennial generation as hotel guests and triangulation of resources was conducted with hotel staff managing technology and dealing with guests at the hotel. It turns out that the automation technology that has been implemented at Ciputra World Hotel Surabaya does not currently have a significant impact on the decision of millennial generation stays due to the lack of information about the existence and benefits of technology to guests. This failure became a lesson for Ciputra World Surabaya Hotel to first explore the perceptions expected by millennials as the future market segment regarding the implementation of automation first, namely the concept of all in one in mobile apps.