The Impact of Digitalization in Improving Customer Experience at Hotel AX, Helsinki

Abstract

This thesis explores the topic of digitization in the hospitality sector with a particular emphasis on how it affects the customer’s experience at Helsinki's Hotel AX. The primary aim is to offer Hotel AX actionable insights on incorporating digital technologies into their services by implementing a tablet device in the hotel’s rooms, that will enhance convenience for guests, and elevate overall satisfaction levels. The investigation employs a research method based on e-survey. The e-survey is used to give insights on guest preferences and behaviors about digitalization and in-room services.

A theoretical background about digitization is presented to explain significance topics that leads to exploring the multifaceted landscape of digital transformation and customer experience management within the hospitality sector, with a particular focus on the implementation and impacts of a tablet in-room service at Hotel AX, Helsinki.

Various aspects of hotel services have been studied, including the role of digitalization in the hospitality industry, benefits of managing customer experiences, approaches for enhancing the customer experience, the impacts of contactless in-room service, and technologies implementation strategies. Based on the research findings and the conducted studies the implementation of the tablet is considered as a form of digital solution that aims to provide guests with personalized recommendations, intuitive control over room environments, and seamless registration and departure processes. And the purpose behind it is to enhance guest satisfaction and drive business growth.