Enhancing Hotel Profitability through Digitalization at Hotel Neo Eltari Kupang: A Project-Based Model Implementation for Economic Sustainability
DOI:
https://doi.org/10.58982/c0kjsr76Kata Kunci:
digitalization, hotel profitability, economic sustainability, property management system, operational efficiency, project-based implementation, hospitality management, RevPARAbstrak
Purpose: This study examines how a structured digitalization project enhances hotel profitability and long-term economic sustainability, using Hotel Neo Eltari Kupang as the project-based implementation site. It analyzes the managerial, operational, and financial outcomes of digital transformation across five core hotel departments.
Research methods: This study employs a qualitative exploratory approach within a project-based action research design, integrating interviews, observation, focus group discussions, and document analysis to evaluate the implementation and impact of digitalization across hotel operational departments.
Findings: The implementation of integrated digital systems including a Property Management System (PMS), Channel Manager, automated financial reporting, and smart room technology produced measurable improvements across all operational indicators. Occupancy rose from 58.69% to 82%, RevPAR increased by 86%, operational cost efficiency improved by 27%, and Gross Operating Profit (GOP) advanced from 27% to 48%. Check-in processing time was reduced by 80%, and guest complaint rates declined by 65%.
Implication: These results confirm that project-based digitalization, when guided by the POAC management framework, the Technology Acceptance Model (TAM), and the Resource-Based View (RBV), is capable of generating sustained profitability and economic sustainability in regional hospitality settings.
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