1st Edition

Hospitality Management and Digital Transformation
Balancing Efficiency, Agility and Guest Experience in the Era of Disruption

  • Available for pre-order. Item will ship after December 30, 2020
ISBN 9780367343521
December 30, 2020 Forthcoming by Routledge
176 Pages 42 B/W Illustrations

USD $46.95

Prices & shipping based on shipping country


Book Description

Hospitality managers are at a critical inflection point. On one front, they face intensifying competition in traditional competition channels that demands breakthroughs in efficiency and guest experience. On another front, they face accelerating levels of complicatedness, complexity and volatility that require them to adapt to more and more surprising events and crises. On yet another front, and an arguably more critical one, they face unprecedented changes in digital technology innovations. Advancements in these digital technologies are ramping up guest expectations and introducing non - traditional competitors that are beginning to disrupt the whole industry. The hospitality managers whose organisations are to thrive need to get their organisations into a position where they can effectively leverage digital technologies to simultaneously deliver breakthroughs in efficiency, agility and guest experience.

Digital transformation and hospitality management is a much-needed digital disruption, digital transformation, and digital business guidebook for current and prospective hospitality and leisure managers. The book:

  • Explains digital technology advancements, how they cause disruption, and the implications of this disruption for hospitality and leisure organisations
  • Explains the digital business and digital transformation imperative for hospitality and leisure organisations
  • Discusses the different digital capabilities required to effectively compete as a digital business
  • Discusses the new or enhanced roles hospitality and leisure manages managers need to play in effecting different digital capabilities, as well as the competencies required to play these roles
  • Unpacks more than 36 key digital technology advancements , discussing what they are, how they work, how they are used and how they could be used in the hospitality and leisure industry - these include advancements such as the Internet of Things, Blockchain, Smart Infrastructure, Intelligent Virtual Assistants, LPWAN, Augmented and Mixed Reality. To conclude, a framework is provided that current and future hospitality managers can use to keep up with digital technologies and to develop the technical and strategic digital technology skills necessary to effectively lead in the digital era; or to or to effectively support senior managers to lead the digital transformation of their organisations.
  • Explains how hospitality and leisure managers can keep up with digital technology advancements.

Table of Contents

Part I: Digital Technology Advancements, Digital Disruption, and Digital Business Transformation

1. Introduction and Need for This Book
2. IT, Information Systems, Strategic Information Systems and Digital Technologies
3. Digital Technology Advancements and Digital Disruption: Game Changing Opportunities and Existential Threats
4. Digital Business, the Digital Business Imperative, and Digital Business Transformation

Part II: Digital Disruption and Digital Transformation in the Hospitality and Leisure Industry

5. Digital Disruption and Digital Transformation in the Hospitality and Leisure Industry
6. Impact of Digital Disruption and Digital Transformation on Hospitality and Leisure Managers

Part III: Leveraging Digital Technologies to Thrive in the Digital Era: Roles of Hospitality and Leisure Managers

7. Role of Hospitality and Leisure Managers in Digital Business Strategy, Digital Innovation, Digital Learning, Adaptability and Agility
8. Role of Hospitality and Leisure Managers in Digital Customer Engagement, Digital Stakeholder Engagement, and Digital Customer Experience
9. Role of Hospitality and Leisure Managers in Enterprise Architecture Management, Technology Sourcing, Data Management and Data Analytics
10. Role of Hospitality and Leisure Managers in Cyber Security, Information Privacy, and Digital Ethics
11. Role of Hospitality and Leisure Managers in Digital Leadership, Accelerated Change and Transformation, Digital Risk Management, and Digital Governance

Part IV: Keeping Up with Digital Technology Advancements

12. Keeping up with Digital Technology Advancements

Part V: Digital Technologies Deep Dive

13. Data, Data Management, Data Analytics and Data Science Technologies
14. Internet of Things (IoT) Technologies
15. Artificial Intelligence (AI) Technologies
16. Video Analytics, Computer Vision, and Virtual Reality Technologies
17. Robotics, Drones, 3D and 4D Printing Technologies
18. Network and Connectivity Technologies

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Richard Busulwa (PhD, MBA, B.Info.Sys) researches and teaches in the Business School at Swinburne University of Technology, home to Australia’s first fully immersed Industry 4.0 facility. His digital business research explores different digital technology advancements, how they drive disruption, and their implications for particular industries, business functions, and professions. He is the author of Strategy Execution and Complexity: Thriving in the Era of Disruption (Routledge), and Start-up Accelerators: A Field Guide (Wiley). Before entering academia, Richard worked as managing director, COO, CFO, divisional manager, and sales executive in the hospitality, IT, telecommunications and healthcare industries. He is co-founder of Leapin Digital Keys, the world’s first NBIoT smart lock platform.

Nina Evans (PhD, MBA, PrEng) is Associate Professor of STEM at the University of South Australia. She’s also Associate Head of the school of information technology and mathematical sciences and Program Director of the doctorate in IT program. Nina has had a long career in ICT and STEM education leadership that has included time as Vice Dean, Associate Head of teaching and learning, and Industry Liaison Manager. Nina Started her career as a Chemical Engineer while completing undergraduate and postgraduate studies in computer science and tertiary education. Her research and teaching interests are in digital innovation, ICT leadership and Information Governance.

Aaron Oh (MBA, B.Com, Dip.Info.Tech) is a professional hotelier, general manager and hospitality management educator. He has more than 12 years’ experience in operations management and property development of independent and boutique hotels such as the 5 Star Mayfair Hotel, The Point Brisbane Hotel, and Adabco Boutique Hotel. Aaron teaches hospitality property development, hospitality information systems management, and strategic management at the International College of Hotel Management - the only affiliate school of the Swiss Hotel Association in the Asia Pacific region. 

Moon Kang (B.Hosp.Mgt, M.Com) is a hospitality management educator with nearly two decades experience as a frontline manager, middle manager, senior manager and strategic leader within the hotel industry in the Asia pacific. This includes stints as Food and Beverage Director with the Shangri-la (Sydney), Food and Beverage Director with the Grand Intercontinental COEX and Grand Intercontinental (Seoul), Executive Assistant Manager with the Sheraton Maldives, and frontline manager and middle manager with Westin Hotels and Resorts. Moon teaches guest experience creation and delivery, as well as Food and Beverage Management, at the International College of Hotel Management.