Comprehensive Analysis of Hospitality Service Management in The Digital Era

Cahaya Dewi, Komang Indah
Midun, Benediktha Aprilliani
Paschalia Karnoto, Delviola Stefani
Pebriyanti, Ketut Dinda
Natasha Wira, Ketut Nia
Tejawati, Kadek Liana
Candra Dewi, Made Kartika
Maharani, Ni Kadek Ayu
Santi Diwyarthi, Ni Desak Made

Jurnal Multidisiplin West Science
Vol 3 No 07 (2024): Jurnal Multidisiplin West Science

This research aims to study the implementation of service excellence management in the hospitality industry. Using a qualitative approach, data collection methods include in-depth interviews, participant observations, and literature studies. Research bias is minimized through data triangulation techniques. The results of the study found that service excellence management is dynamically evolving in the present era. Hotels are striving to keep up with digital technology developments by engaging in both service implementation and hotel product marketing. Challenges and obstacles lie in human resource skills, technological readiness, and changes in guest preferences.