Technological Obsolescence in Hotel Front Office Systems: Evidence from Employee Performance and Operational Efficiency in an Indonesian Hotel

Abstract

This study examines the influence of an outdated Front Office digital system on employee performance at Hotel Lombok Raya. Using a qualitative case study approach, data were collected through observations, semi-structured interviews, and document analysis involving Front Office personnel. The data were analyzed using thematic analysis to identify recurring operational patterns associated with the existing digital system. The findings reveal four major themes: reservation data inconsistency, increased employee workload due to manual operational procedures, system instability disrupting service delivery, and limited system integration affecting interdepartmental coordination. These interconnected issues reduced operational efficiency, prolonged guest service processes, and constrained employee productivity despite the hotel's adoption of digital technology. The study implies that successful digital transformation in the hospitality industry requires continuous system upgrades, seamless integration across operational departments, and ongoing employee competency development rather than relying solely on initial technology implementation. The study concludes that technological obsolescence represents a strategic organizational challenge that directly affects operational performance and service quality. These findings contribute to hospitality technology literature by providing empirical evidence on the organizational consequences of outdated digital systems within hotel Front Office operations and offer practical recommendations for improving digital infrastructure and operational effectiveness.