The Impact Of Digital Transformation On The Quality Of Heritage Hotel Services"Case Study: Beit Al-Wali Hotel In Old Damascus"

Abstract

This study aims to determine the role of digital transformation and its impact on the quality of services in heritage hotels and the extent of its application in Beit Al Wali Hotel in Old Damascus. The study discussed the concept of digital transformation, in addition to the quality of hotel services and their characteristics, and the role of digital transformation in hotels and its importance in raising the capabilities of hotel services, as digital transformation has become an essential element in competitiveness between hotels. The survey tool (questionnaire) was used, and a simple random sample of administrative workers in Beit Al Wali Hotel in Damascus from the administrative levels, and 45 valid questionnaires were obtained for analysis, using the statistical analysis program (SPSS) to analyze the data. The study showed some important results that the highest dimension of digital transformation applied in Beit Al Wali Hotel in Damascus is (strategy), as it ranked first with a good level, then came in second place the dimension (infrastructure) with a good level, while the dimension (human resources) ranked third with a good level as well, which indicates the good level of the dimensions of applying digital transformation in Beit Al Wali Hotel in Damascus from the point of view of its employees, and it is important to strive to raise it to a very good level, and that the level of quality of services provided in Beit Al Wali Hotel in Damascus was good From the point of view of its employees.