This study investigates the role of computerized hotel management systems in improving administrative efficiency and customer service management within the Nigerian hospitality industry. Using Royal Resorts Ibadan as a case study, the research evaluates how ICT integration enhances operational coordination, personnel administration, and service delivery in hospitality organizations.
The adoption of computerized management systems has transformed administrative processes within the hospitality industry, enabling improved efficiency, accuracy, and customer satisfaction. This study assesses the effectiveness of Computerized Hotel Management Systems (CHMS) in personnel and customer administration in Nigerian hotels, with a specific focus on Royal Resorts Ibadan. A case study research design was adopted involving management personnel, staff, and customers. Data were collected through questionnaires, interviews, and direct observation and analyzed using descriptive statistics and thematic analysis.
Findings indicate that CHMS significantly improves staff coordination, payroll accuracy, service delivery efficiency, and customer satisfaction through faster reservation processes and accurate billing systems. However, infrastructural challenges such as unstable internet connectivity, inadequate staff training, and inconsistent power supply were identified as barriers to optimal utilization. The study concludes that computerized hotel management systems are critical tools for enhancing administrative effectiveness and recommends continuous staff training, technological investment, and infrastructure improvements to maximize operational performance in Nigerian hotels.
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- Ben Fajemilua (Author), 2025, Assessment of Computerized Hotel Management Systems for Effective Administration of Personnel and Customers in Hotels Across Nigeria, Munich, GRIN Verlag, https://www.grin.com/document/1708196
