The ICT platforms 3-star hotels have used to overcome Covid-19 business related effects in Kampala, Uganda

Abstract

The aim of this study was to examine the different ICT platforms that have supported the threestar hotels despite the COVID-19’s negative effects. The study was guided by three objectives: to identify the different ICT types used by 3 star hotels before and after the pandemic; to assess the effectiveness of the adopted ICT platforms in the 3 star hotels; and to identify the challenges faced during adoption of these ICT platforms and usage. Both qualitative and quantitative methods of data collection were used in data collection and a sample of 90 respondents from four 3-star hotels found in Kampala central, 60 hotel staff and 20 clients were chosen randomly while key informants that included 7 hotel managers and 3 technicians were purposively sampled. Data was later analyzed using SPSS version 16. The study identified different ICT platforms that were used by hotels before and after the pandemic, and these included the use of websites, use of the internet through social media platforms, and biometric platforms, which were used before the pandemic. E-mail bookings, real-time bookings during the pandemic, and innovative hand washing equipment were used during the pandemic and have been rated as of high quality. Further, the study revealed that ICT platforms have been effective and useful and have enabled numerous and better transactions in booking systems, improved the hotel's ability to manage inventory appropriately, enabled wide distribution of networks for the hotel, and contributed to the firm's and consequently the country's economic growth. Despite the promise of ICT platforms, the study revealed different challenges were found while using these platforms. These were found to be lack of understanding of ICT platform innovation, poor internet connectivity, and lack of integrative ICT applications, lack of technological infrastructure, and lack of awareness of media platforms by local clients. It takes time to use and confirm the booking on ICT platforms. It was from these results that the study recommended that free internet access be provided to the hotels because clients may need to use free internet access at their destinations and accommodations to send emails, videos, and digital images; the owners and managers of a given hotel must avail the necessary financial resources for not only procuring the ICT facilities but for the continued sustenance of the facilities once adopted.