The Impact of Smart Services on the Efficiency and Effectiveness of Employees Performance in Hotels

Abstract

Keywords Abstract Hospitality Industry Smart Technology Smart Services Employee performance Digitization Smart technology has become very important in the hospitality industry. The interest in the role of digitization in the management of hotels is a turning point for the importance of smart technology applications. Moreover, smart services improve employees' performance by providing insight into processes and tasks or by providing new flexibility. The current study aims to explore the impact of smart services on the effectiveness and efficiency of employees' performance in hotels. This study used the descriptive approach with a questionnaire for a cluster sample of hotel employees in three, four, and five-star hotels in the cities of Hurghada, Elgouna, and Safaga during the period (November 2021 to February 2022). A total of 380 questionnaire forms were distributed to hotel employees. The results reveal that actual practices of smart services affect the effectiveness of employees' performance by 81.1%. Moreover, it affects the efficiency of employees' performance by 76.5%. According to the current study, hotel management should hire trained and qualified employees, invest in comprehensive infrastructure improvements, and keep up to date on technological advances in the field of artificial intelligence.