Abstract: The purpose of the study was to assess the assess the contribution of innovative technology on the sustainable service at Marriott hotel. Marriott Kigali faces challenges in the consistent and effective implementation of innovative technology, limiting its ability to deliver high-quality, personalized guest services. Despite adopting technologies like mobile applications, automated check-in systems, and guest preference data tools, Marriott Kigali has encountered issues such as inadequate staff training, inconsistency in technological usage, and underutilization of available tools. The study was guided by the following specific objectives: To identify innovative technologies implemented by Kigali Marriott hotel; to determine the contribution of innovative technology on the sustainable service at Kigali Marriott hotel; to assess the challenges facing innovative technology and sustainability of service at Kigali Marriott hotel and to establish the measures that mitigate the challenges facing innovative technology and sustainability of service at Kigali Marriott hotel. The findings of this research contribute to the existing body of knowledge in hospitality management and offer practical recommendations for improving service sustainability in the evolving landscape of luxury accommodations. Furthermore, the researcher will get more benefits including the improvement of the research experience, and awareness of the innovation and technology adoption for sustainable service. In literature review various researchers confirmed that influence of innovative technology on the sustainable service at Marriott hotel. This study adopted descriptive research design to get results related to the study, the target population is 242 while sample size was 151. Research applied purposive sampling. The source of data was primary and secondary methods. Questionnaires was used to collect primary data and documentary review applied for collecting secondary data. The data was analyzed using descriptive statistical analysis with use of frequency, percentage, mean and standard deviation, and inferential statistics by the use of Pearson correlation (r) and multiple linear regression analysis. The presentation of findings was done using tables. The research found that for innovative technologies implemented by Kigali Marriott hotel, 37.8% of respondents strongly agreed and 60% agreed that Kigali Marriott hotel innovates room facilities and amenities to maintain sustainable service. Furthermore, contribution of innovative technology on the sustainable service at Kigali Marriott hotel, 36% strongly agreed and 48.9% agreed that innovative technology maintains customer satisfaction. For the challenges facing Marriott in implementation innovative technology and sustainability of services in Kigali Marriott hotel, the findings revealed that high cost of technological upgrades at 23.6% strongly agreed and 31.1% agreed the statement. Finally, the measures that mitigate the challenges facing innovative technology and sustainability of service at Kigali Marriott hotel., 46.6% strongly agreed and 49.6% agreed that provision of comprehensive staff training. The study conclude d that innovative technology contributes significantly to the sustainable service in hotel sector. In recommendation, hotel should allocate sufficient budgets for technological upgrades to enhance service efficiency and sustainability.
Keywords: Innovative Technology, Sustainable Services, Kigali Marriott Hotel.
Title: The Contribution of Innovative Technology on Sustainable Services in Kigali Marriott Hotel
Author: Mr. Twagira Didier, Dr. WANYERA Francis
International Journal of Life Sciences Research
ISSN 2348-313X (Print), ISSN 2348-3148 (online)
Vol. 13, Issue 2, April 2025 - June 2025
Page No: 71-86
Research Publish Journals
Website: www.researchpublish.com
Published Date: 11-June-2025
