| dc.description.abstract | The advancement of information technology has brought significant
transformation in administrative processes, including in the hospitality sector.
Four Points by Sheraton Medan, as an international four-star hotel, has adopted
information technology to support administrative activities, particularly in
reservations, check-in/check-out, guest data management, and transaction
recording. However, in its implementation, the hotel still faces several challenges
such as limited system integration between departments, unstable internet
connectivity, and insufficient technology training for staff. This study aims to
identify the forms of information technology utilization in administrative
processes and assess its benefits in improving work efficiency This research uses a
qualitative method with a case study approach, where data were collected through
in-depth interviews with four informants from the Front Office, Finance,
Information Technology, and Human Resources departments. The results show
that the use of information technology improves daily operational efficiency.
However, dependence on internet connectivity and the lack of real-time
integration between departmental systems (such as minibar, spa, gym, f&b) lead
to service delays and communication risks. The hotel has implemented manual
backup procedures as a contingency during system disruptions and applies
international data security standards. Regular internal training is also conducted
to enhance staff adaptability to technology. The utilization of information
technology at Four Points by Sheraton Medan has provided significant benefits in
administrative effectiveness. However, further improvements are needed in terms
of system integration, network infrastructure, and human resource competencies
through continuous training programs. | en_US |
