Hotels vs. Guest Satisfaction


  • Emily Sposato University of Delaware
  • Sheryl Kline University of Delaware


Technology, Guest Stafisfaction, Hotel


In order to be successful in the hotel industry, one must look for different ways to satisfy their guests and improve that guest experience. This is a challenge for many hotels, but one way to meet and even exceed the guest satisfaction is by using technology. Technology can change so much for guests during their stay, for it can make the possibility of guest satisfaction increase. Attempting to analyze whether a guest is satisfied with a hotel and their service is what hotels should do in order to keep their business successful, and that is where technology becomes important for hotels needing it for practically everything that is run, so using methods that are useful and satisfactory should be looked into. This technology aids this issue in personalizing the guests' experience, using revenue management to attract guests to your hotel property, allowing self-service technologies to get more attention, and making sure the technology is even better than what guests are used to in their homes. Looking into technology from a guest’s perspective and whether these different methods make their stay pleasurable comes into consideration to many hotels, for they are making attempts of these different methods. As hotels are attempting these methods in order to achieve this ultimate goal of receiving guest satisfaction, a deep understanding of whether these methods are doing justice for a hotel's success is important to analyze and look further into.

Author Biographies

  • Emily Sposato, University of Delaware

    Hospitality Business Mangement Student


    Lerner College of Business and Economics

    University of Delaware

  • Sheryl Kline, University of Delaware

    Dr. Sheryl F. Kline is the deputy dean of Alfred Lerner College of Business and Economics and the Aramark Chaired Professor in the Department of Hospitality and Sport Business Management at the University of Delaware. Before joining UD, she served as interim dean and associate dean in the College of Hospitality, Retail, and Sport Management at the University of South Carolina in Columbia, South Carolina. Dr. Kline developed her research interests while at Purdue University where she held the position of C. B. Smith Professor in the School of Hospitality and Tourism Management and was the director for the Center for the Study of Lodging Operations. Her research focuses on organizational behavior and training in the hospitality, meeting and event industry.

    Dr. Kline is ranked in the top 25 most productive scholars in the field of hospitality management She began her academic career at Widener University’s School of Hospitality Management. Before joining academia, she had a successful career as a manager in the casino, hotel and resort industry and has over a decade of hospitality industry experience. She has a B.A. in Economics and English from Rutgers University, MS in Hotel Administration from UNLV and a Ph.D. in organizational psychology from Temple University

 Hotels vs. Guest Satisfaction - Cover Page