ABSTRACT
Digitalization 4.0 in hotels is the challenge for the process management and the agile leadership to lead the digital natives as employees and guests of the hotel. The derivation of digitalization in the hotel industry is based on the critical view of “the willingness to give services to the guest” and its needed processes by the employees. Digitalization 4.0 will change processes in hotels and will challenge the leadership of the employees! Digitalization brings the challeenge to hotels work process. Services will be accomplished with digital processes that makes the guest feeling more comfortable. As well the processes will change the scope of work for the employees as well. This will lead into the callenge for the hotelier and its management to an agile positive leadership. The modelling of the employee’s activities is part of the system change; the integration of mobile devices into the work process is much more inevitable. The interactive communication between guest and employees, as well as between employees, will take place in the future in the form of community building. Pricing will be an AI-driven mathematical control mechanism. The development of block chain technology will enable the hotel industry to achieve new optimizations in sales. Digitalization will be the technology of communication and control as part of the daily process in the hotel and will drive (increase) or slow down the value of a hotel brand and its hotel market.
