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ICT skills in hospitality

dc.contributor.authorSilva, Susana
dc.contributor.authorAires, Cátia
dc.contributor.authorSilva, Cândida
dc.contributor.authorMelo, António
dc.date.accessioned2019-03-20T12:45:54Z
dc.date.available2019-03-20T12:45:54Z
dc.date.issued2019
dc.description.abstractGlobalization and advances in information and communication technology (ICT) have contributed to the computerization of society, but also to the improvement of working conditions in diverse areas of activity. Hospitality have not been an exception to this reality and increasingly is seen a proliferation of ICT in these areas of activity and the consequent need for training and specialization by these professionals. Thus, this research aims to understand the level of preponderance of ICT in the hotel activity and to characterize the use of ICT in hotel activities. Thus, a quantitative study was conducted with the dissemination of an online survey to hospitality companies during November 2017 to January 2018. Our sample has 51 hotel companies from different categories and several tourism regions in Portugal. The respondents were 15 (29,5%) female and 36 (70,5%) male with mean age of 45,7 (SD=12,1) years. In our sample, 43 (84%) had a formalized Room Division department, 38 (74,5%) had F&B department, and 32 (62,7%) had sales and marketing department. The results suggested that, for each department, the need of digital skills is related to the specific features of the Department. For the majority of the departments, the seniority of the activity is related to the need of an advanced level of digital skills, for example in the room division department, the front office manager needed a medium (n=26, 58%) or advanced (n=17, 38%) level of digital skills but, for 40% (n=15) of the participants, the housekeeper, to order online the amenities, needed a basic of digital skills. In the F&B department Food and Beverage, the Head Chef for the task of procurement, through an online system, the goods needed for an event, 75% (n=28) of the participants referred that requires a medium-advanced level of digital skills. To the Barman, for promoting, in the Instagram, the image of a new cocktail available, we observed that 13 (38%) participants referred the need of basic level of digital skills. Only in the sales and marketing department, all the functions required an advanced level of digital skills, the sales manager, for the several tasks needed medium-advanced level of skills (n=27, 85%), 85% (n=27) of the revenue managers also needed an medium-advanced level of digital skills, and 47% (n=15) of the participants referred that sales promoter needed an advanced level of digital skills. In conclusion, this paper discusses the ICT skills needed to develop the several activities in each department of a hotel, as well as in managing the different issues of each department, namely in the relationship with costumers and guests, before, during and after the reservation, using ICT to promote hotel ecologic sustainability, managing social networks and promoting the hotel online.
dc.description.sponsorshipThis work has been supported by ICD/IPP-BST/CITH/03/2017 and by FCT - Fundação para a Ciência e Tecnologia within the project scope UID/CEC/00319/2019
dc.description.versioninfo:eu-repo/semantics/publishedVersionpt_PT
dc.identifier.isbn978-1-912764-13-6
dc.identifier.urihttp://hdl.handle.net/10400.22/13076
dc.language.isoengpt_PT
dc.publisherAcademic Conferences and Publishing Internationalpt_PT
dc.relationICD/IPP-BST/CITH/03/2017
dc.relationUID/CEC/00319/2019
dc.relation.publisherversionhttp://www.academic-bookshop.com/ourshop/prod_6702008-ICTR-2019-Proceedings-of-the-2nd-International-Conference-on-Tourism-Research-PRINT-VERSION.html
dc.relation.publisherversionhttp://toc.proceedings.com/48114webtoc.pdf
dc.subjectDigital skillspt_PT
dc.subjectHospitalitypt_PT
dc.subjectInformation and communications technologypt_PT
dc.subjectRoom divisionpt_PT
dc.subjectFood & beveragept_PT
dc.subjectSales and marketingpt_PT
dc.titleICT skills in hospitalitypt_PT
dc.typeconference object
dspace.entity.typePublication
oaire.citation.endPage329pt_PT
oaire.citation.startPage321pt_PT
oaire.citation.titleProceedings of the 2nd International Conference on Tourism Researchpt_PT
person.familyNamesilva
person.familyNameSilva
person.familyNameMelo
person.givenNamesusana
person.givenNameCândida
person.givenNameAntónio
person.identifierAAK-5519-2021
person.identifier.ciencia-idA71E-FBE0-F333
person.identifier.ciencia-id9A15-C950-D653
person.identifier.ciencia-id641C-F631-B306
person.identifier.orcid0000-0003-4760-7662
person.identifier.orcid0000-0002-7342-1282
person.identifier.orcid0000-0001-7572-0545
person.identifier.ridE-8423-2017
person.identifier.ridH-9382-2013
person.identifier.scopus-author-id57203104518
person.identifier.scopus-author-id11140480500
person.identifier.scopus-author-id37124474900
rcaap.rightsclosedAccesspt_PT
rcaap.typeconferenceObjectpt_PT
relation.isAuthorOfPublication19ab22db-78fa-4948-b820-434b46de1d9b
relation.isAuthorOfPublication4e1c8389-7b33-480b-93c4-374f716b3b75
relation.isAuthorOfPublicatione6cb93a4-31f2-44b7-87cd-9227a5690ca2
relation.isAuthorOfPublication.latestForDiscoverye6cb93a4-31f2-44b7-87cd-9227a5690ca2

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