Publication Date
2024
Executive Summary
As many work processes grow more digitalized, jobs traditionally thought only to be executed on-site can be done remotely, even in hospitality industry operations. Using a full-service hotel as a case study, this research sought to understand the structure and benefits of telework roles in the front office and hybrid roles in the housekeeping department. Findings show that employee perceptions of telework and hybrid work were generally viewed as positive with no negative guest impact, challenges were solely focused on communication and mitigating those, and human resource considerations revolve around telework as a retention tool and ensuring employees feel deserving of the role. Implications for industry are discussed based on the findings.
Recommended Citation
Davisson, Reed and Gordon, Susan E.
(2024)
"Telework in a Digitalizing Hotel Landscape,"
ICHRIE Research Reports: Vol. 9:
Iss.
4, Article 1.
DOI: www.doi.org/10.61701/542790.353
Available at:
https://via.library.depaul.edu/ichrie_rr/vol9/iss4/1
