Digitalisation in Hospitality: Investigating Hotel Employees’ Views on Technological Advancements and Role Adaptation in Central India

Abstract

Abstract
This study investigates the impact of digitization on employee roles and customer experiences in the hospitality sector, with
a specific focus on gender-based perceptual differences in France. As hotels increasingly implement technologies such as
AI-driven concierge systems, digital check-in interfaces, and IoT-enabled services, the importance of human interaction in
service delivery remains central. Adopting a mixed-methods design, the research analyses how male and female employees
and guests perceive and respond to digital transformation initiatives. The findings indicate significant gender-based
differences in technology adoption, comfort levels, and perceived service quality. Employees are required to navigate a dual
responsibility—engaging with advanced digital tools while maintaining personalized service standards. The study further
emphasises the role of digital literacy and continuous reskilling, highlighting the need for inclusive and demographic
sensitive training programs. Drawing on Kae et al.’s (2011) perception framework, it underscores the influence of cognitive,
affective, and behavioural dimensions in shaping technology acceptance. Additionally, contextual factors such as cultural
background, socio-economic conditions, and trust are found to affect technology use, raising concerns around digital
exclusion. The study offers practical implications for hospitality management, including the need for gender-sensitive
training, employee involvement in technological innovation, and alignment of digital strategies with evolving customer
expectations.