Analysis of Hospitality Information Systems on Guest Engagement and Operational Efficiency in Rwanda; A Case of Sainte Famille Hotel
DOI:
https://doi.org/10.53819/81018102t5401Abstract
The study investigated the impact of hospitality information systems (HIS) on guest engagement and operational efficiency within Rwanda’s hospitality industry, focusing on Sainte Famille Hotel in Kigali. The research was driven by the growing global adoption of digital technologies in the hospitality sector to improve service delivery and customer experiences. However, Rwandan hotels continue to face challenges such as limited digital literacy among staff, inadequate technological infrastructure, and weak online marketing strategies, which hinder the full benefits of HIS utilization. The study aimed to achieve three main objectives: to examine the relationship between online services and guest engagement, to assess the influence of technology on occupancy levels and to evaluate the relationship between technology and operational efficiency. A sample size of 127 respondents was determined from a total population of 187 using Slovin’s formula, comprising 97 hotel staff and 30 guests drawn mainly from Booking.com users. Staff participants included personnel from key departments such as administration, finance, IT and maintenance, front office, kitchen, food and beverage, public area cleaning, housekeeping, and sales and marketing. Data were collected through questionnaires and analyzed using Statistical Package for Social Sciences (SPSS), with results presented in tables, percentages, and frequencies. The findings revealed that the adoption and effective use of hospitality information systems play a critical role in improving hotel performance. HIS were found to enhance guest engagement through personalized services, efficient communication, and streamlined operations, while also promoting operational efficiency by reducing manual workloads and improving coordination among departments. The study concludes that effective adoption of hospitality information systems significantly enhances guest engagement and operational efficiency, thereby strengthening competitiveness and sustainability within Rwanda’s hospitality industry, as evidenced by the case of Sainte Famille Hotel. The study recommends that Sainte Famille Hotel should upgrade and integrate its hospitality information systems while strengthening staff training to support data-driven decision-making and personalized guest services. The study also recommends that the Government of Rwanda should support hotels through targeted training programs, financial incentives, and clear data protection policies to accelerate sector-wide digital transformation and service quality improvement.
Keywords: Hospitality, Information Systems, Guest Engagement, Sainte Famille Hotel, Rwanda.
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