Smart housekeeping: Understanding the barriers that housekeepers face in the smart hospitality industry

As the world progresses, hotels must keep up to date by incorporating new technologies that aid in daily operations and give them an edge over competitors. Technology can greatly improve cost management, ensure efficient day-to-day operations, and open new opportunities for the hotel industry. However, implementing information technology often comes with significant challenges that can restrict hotels’ use of it. Few studies have examined barriers to smart hospitality. About 70 per cent of planned organisational reform projects are unsuccessful. This chapter takes a glimpse into the industry to understand the barriers that housekeeping staff face when working in smart hospitality. It will look at the usage and acceptance of smart technology for increased job quality (satisfaction) and operational efficiency amid challenges such as staff shortages, lack of skills and motivation, and poorly designed applications. The chapter explores how hospitality staff can better incorporate technology into their work. It provides recommendations and future research to improve technology use in hospitality. It emphasises the importance of creating usable designs and communicating with and training employees to help their confidence with technology.