The Reality of Using Information and Communication Technology (ICT) in Five-Star Hotels in Damascus A Field Study

Abstract

The study aimed to evaluate the current status of Information and Communication Technology (ICT) usage specifically electronic reservation, Artificial Intelligence (AI), and electronic payment within five-star hotels in Damascus. The research adopted a descriptive approach and utilized a comprehensive survey method (census) targeting all administrative and technical officials in (26) hotels in Damascus, totaling (380) officials. Data were collected through field research using a questionnaire and personal interviews. A total of (243) officials responded, representing a response rate of (63.9%) of the total target population.

The findings revealed an advanced reality and a very high level of ICT implementation in Damascus five-star hotels. Electronic reservation systems emerged as a strategic tool that succeeded in simplifying routine operations and reducing human errors at record rates. The results also showed significant maturity in adopting AI technologies, particularly in service areas and predicting guest preferences, which directly contributed to increasing overall satisfaction levels. In a related context, the electronic payment system achieved high reliability as a security and service necessity that keeps pace with digital banking transformations. Overall, statistical tests confirmed substantial differences proving the transition of these hotels from traditional patterns to smart digital management. This success is attributed to the awareness of Syrian hotel management regarding the importance of technology as a vital backbone for competitive advantage, despite the ongoing need for developing the physical infrastructure of rooms and specialized training for human resources.