The hotel business development in the era of digitalization

The hotel business can currently develop only with the help of innovative technologies. A few years ago the hospitality industry was only considering the possibility of using the basic tools of Industry 4.0 with deep and complete digitalization of industry. Today with the advent of the concept of Industry 5.0 with a clear focus on improving people’s quality of life, sustainable development of industry and human potential, it is the hotel industry that is becoming one of the fl agships of this concept. At the same time, this would not have been possible without socio-cultural changes in both the guests and the hotel enterprise staff, primarily an emphasis on improving living standards, environmental friendliness and the dependence of the younger generation on technology. The article will consider not only future, but also actively used technologies in the hotel business, as well as their impact on the development of the hotel, including the digitalization of employee-guest communication. These are, fi rst, the use of artifi cial intelligence, the integration of the Internet of Things, the request for the introduction of self-service terminals and a digital concierge. At the same time, they include the need for personalization of service, the availability of elements of sustainable development and energy management systems (ESG) at the hotel. Finally, it is the need for contactless technologies among hotel guests and sales automation through a Revenue Management System, Customer Relationship Management, Enterprise Resources Planning and Human Capital Management employees and management of hotel companies.