MODERN HOTEL MANAGEMENT: A CASE STUDY OF A SPECIFIC ISLAND HOTEL IN ITALY

УПРАВЛЕНИЕ СОВРЕМЕННЫМ ОТЕЛЕМ: ПРИМЕР ОТЕЛЯ НА СПЕЦИФИЧЕСКОМ ОСТРОВЕ В ИТАЛИИ

Ди Паола Федерика

студент бакалавриата, Университет Кассино и Южного Лацио,

Италия, г. Кассино

Заззеро Луиджи

студент бакалавриата Университет Кассино и Южного Лацио,

Италия, г. Кассино

Никиташин Александр Евгеньевич

студент бакалавриата, Российский экономический университет им. Плеханова,

РФ, г. Москва

Никиташин Максим Евгеньевич

ассистент, Приморский университет,

Словения, г. Копер

ABSTRACT

This article research modern hotel management through the case of Hotel Chiaia di Luna on Ponza Island, Italy. It highlights how digitalization, sustainability, and island-specific challenges influence hotel operations and management in a remote tourism destination. The study addresses Italy’s digital skills gap, specific conditions on Ponza, climate pressures, infrastructure limits, and the need for practical technological adaptation. It proposes solutions such as revenue management systems, cloud-based property management, biometric access, smart energy tools, and specialized software for hotel departments with some real particular examples. The article offers a useful model for improving efficiency, competitiveness, guest satisfaction, and sustainability in similar hotel businesses located in specific regions and surroundings, such as the Caucasus and Kamchatka regions.

АННОТАЦИЯ

В данной статье рассматривается современное управление отелями на примере отеля Chiaia di Luna на острове Понца, Италия. В ней освещается влияние цифровизации, устойчивого развития и специфических проблем острова на работу и управление отелями в этом отдаленном туристическом регионе. Исследование затрагивает проблему нехватки цифровых навыков в Италии, специфические условия на Понце, климатические проблемы, ограничения инфраструктуры и необходимость практической технологической адаптации. Предлагаются решения, такие как системы управления доходами, облачное управление недвижимостью, биометрический доступ, интеллектуальные инструменты энергосбережения и специализированное программное обеспечение для гостиничных отделов, с некоторыми реальными примерами. Статья предлагает полезную модель для повышения эффективности, конкурентоспособности, удовлетворенности гостей и устойчивого развития в аналогичных предприятиях гостиничного бизнеса, расположенных в специфичных регионах и окруженных ими. Например, в регионах Кавказа и Камчатки.

Keywords: Digitalization; Hotel management; Hospitality; Sustainability; Sustainable tourism.

Ключевые слова: Цифровизация; Управление отелями; Гостиничный бизнес; Устойчивое развитие; Устойчивый туризм.

1. INTRODUCTION

Hotels are the backbone of the travel, tourism, and hospitality industries, providing a temporary home for millions of guests every year. Whether travellers are far away from home because of work or vacation, hotels offer comfort, safety, and convenience tailored to their needs. Its management includes a wide range of responsibilities, from guest services and staff leadership to financial planning and marketing. 

This area is important because, like the hospitality industry, it is a major driver of economic growth and it contributes significantly to GDP and employment worldwide. According to the World Travel & Tourism Council (WTTC), this sector accounted for 9.8 percent of global GDP in 2025 and supported 462 million jobs [1]. Hotels play a vital role in stimulating local economies, creating jobs, and attracting foreign investments. By doing so, it also serves as a meeting point for people with diverse backgrounds, and it improves cultural exchange, facilitating international business and diplomacy. For instance, hotels in major cities like New York, Paris, and Tokyo often host diplomats, entrepreneurs, and tourists. Having a well-managed hotel makes it high-quality, and it also elevates the appeal of a tourist destination, making it more attractive to visitors.  Because of that, hotels can also become landmarks themselves, drawing travellers and boosting the local economy. The most notable trends in the hotel industry recently have been digitalization and sustainability, among others [2].

The management of a hotel is built on several pillars that define its success and adaptability. It thrives on guest satisfaction, offering personalized experiences to give an atmosphere of warmth and hospitality. A customer-centric approach fosters strong, harmonious relationships with customers while also boosting the organization’s overall performance [3]. Another core pillar of hotel management is operational efficiency, one of the key takeaways of the 2025 Hospitality Show conference, which is about having smooth coordination between maintenance, front office, and other functions. A critical aspect of hotel management is also maximizing revenues while controlling costs. According to Deloitte [4], hotels that adopt advanced revenue management systems can see a 5-10% increase in revenue annually.

Digitalization is an important measure that needs to be taken, considering the advent of technology in recent years, which boosts the efficiency, guest experiences, and profits. AI-driven dynamic pricing and big data analytics optimize revenue and marketing, while IoT devices enhance sustainability by reducing energy and waste. Digital marketing, such as through social media, SEO, and OTA, lets hotels engage travellers directly and boost profits. Yet, cybersecurity remains vital, as safeguarding guest data under GDPR and other regulations preserves trust and protects a hotel’s reputation.

Italy’s digitalization faces three main problems. The first is low digital skills, with only 45.8 percent of people having at least basic digital skills. The second is the slow adoption of advanced technologies by firms, especially AI, used by only 5% of enterprises. The third is uneven infrastructure/business capacity, since FTTP and very-high-capacity network coverage remain below the EU average despite progress. These gaps are especially serious because Italy’s economy depends heavily on SMEs, which often lack time, finance, and specialist skills for digital transformation [5; 6].

Ponza is a small island near Naples, Italy. The island is small and specific. The first is a severe shortage of drinking water. The second is the high salinity of the island's territory and water there. The third is the large amount of sunshine, extreme warm and climatic peculiarities, such as very hot winds in some parts of the year. These cause, among other things, rapid aging of electronics, including solar panels. However, the island is a popular tourist destination, which in recent years has been visited by many celebrities, such as Madonna and Jeff Bezos [7; 8; 9; 10; 11; 12]. The peculiarities affect the operations of all companies on the island, including hotels.

Similar problems in the general and digital development of tourism also exist in other parts of the world and regions with geographical and climatic specifics. For example, Kamchatka and the Caucasus. The latter has many similarities with Italy in terms of geography and culture [13; 14].

In the Caucasus, tourism development is limited by infrastructure gaps, accessibility and safety issues, weak cross-border cooperation, and risks to fragile mountain ecosystems and cultural heritage. Here, digitalization can help through joint marketing, smart data, and platforms, but it also requires skills, investment, and coordinated governance [14; 15].

In Kamchatka, the main problems are remoteness, high transport costs, weak tourist and eco-infrastructure, limited visitor centres, trails and sanitary facilities, and pressure on protected natural areas. In this case, digital tools such as digital twins may improve planning, but they depend on reliable data, connectivity, and institutional capacity [16; 17; 18].

We chose the Hotel Chiaia di Luna on Italy’s Ponza Island because we believe that it fits perfectly in this business area. It has been proven that Information and Communication Technology (ICT) adoption boosts productivity in hospitality [19], and for a boutique hotel, digital tools can increase their unique charm while improving efficiency. For guests, mobile check-ins, personalized app recommendations, and co-working spaces would create a seamless, tailored experience. Integrating these features with a cloud-based PMS (like Opera or Cloudbeds) ensures smooth operations. In dining, a designed app could offer photos of the dishes and ingredient transparency, which can help the client with their dietary restrictions and food allergies. Smart energy systems would cut costs and support sustainability, a thing that luxury travelers are crazy for. By partnering with experts like Siemens for energy solutions, the hotel could become tech-savvy and sustainable, setting a new standard for boutique hotels.

In comparison, sustainability recognition in Russian hospitality and tourism is growing, especially through regional tourism ecosystems, rural tourism, ecotourism, and protected natural areas. However, it remains uneven and often more policy-oriented than fully implemented in practice. Recent studies note that Russian regions increasingly frame tourism as part of sustainable regional development. At the same time, key barriers include environmental pressure, weak stakeholder coordination, limited inclusive infrastructure, and the need for digital/innovation-based management tools [20; 21]. The main problem with this recognition is that sustainability is often acknowledged formally, but its practical application is constrained by fragmented governance, insufficient monitoring indicators, and uneven regional capacity [21; 22].

The study of this particular case can be useful in terms of analysis, presentation, and drawing attention to the topic of management and digitalization in very specific geographical and climatic conditions. Often, they have a strong influence on these processes, but at the same time are not taken into account in the management and study of the area. It can also be an example and motivation for digitalization for similar cases.

2. METHODOLOGY

The research was based on a narrative literature review and exemplar study.

A narrative literature review is a qualitative synthesis that summarizes, interprets, and critiques existing research on a topic, usually without the rigid protocol of a systematic review. It should be implemented by defining a broad research question, searching relevant literature, selecting key studies, grouping findings thematically, and developing an interpretive argument or conceptual overview [23; 24].

An exemplar study investigates one or more particularly illustrative or “information-rich” cases that represent a phenomenon especially well. It needs to be implemented through purposive selection of exemplary cases, detailed data collection such as interviews, observations, or documents, and rich description to show how the phenomenon appears in practice [25; 26; 27].

3. MARKET POSITION

When we analyse the position of the hotel with Porter's five forces model, we can determine that Hotel Chiaia di Luna’s market position is shaped by a combination of natural advantages, such as its exclusive location in Chiaia di Luna Bay, and structural challenges inherent to operating on a small island with limited space and high tourist demand. While the hotel benefits from strong brand recognition and loyalty among affluent travellers, it faces significant competitive pressures from other luxury properties on Ponza, such as the Hotel Torre dei Borboni and Grand Hotel Santa Domitilla, which vie for the same high-end clientele. The bargaining power of buyers remains a critical factor, considering most of the buyers search online, on platforms like Booking.com and TripAdvisor, which give guests easy access to alternatives and transparent pricing. Additionally, Ponza’s isolation limits local supplier options, increasing their influence over operational costs, while seasonal fluctuations in demand temporarily shift power dynamics. The threat of substitutes, though moderate, is ever-present, as travellers could opt for other Italian destinations. However, the hotel is a landmark for the isle, its unique charm, and historic character, plus personalised service help mitigate the risk. Internally, the competitive rivalry within Ponza’s luxury market is intense, with hotels differentiating themselves through wellness programs or bespoke experiences. For Chiaia di Luna, maintaining its distinctive appeal is key to sustaining its position against both direct competitors and broader market shifts. The hotel’s ability to use its natural advantages while addressing operational and competitive challenges will determine its long-term success in this high-stakes environment [2; 4; 19].

4. DIGITALIZATION

With the advent of technology, innovations and features in the fields of hardware and software are developed every year, if not every month. Over the last 10 years, in the software field, Artificial Intelligence (AI) has been the most discussed and tested. It’s a technology that enables computers and machines to simulate human intelligence, decision-making, problem-solving, and creativity. To develop and improve it uses machine learning, which is an algorithm that allows computers to learn from data given to them in the programming phase and from data that the users generate with them. This algorithm improves their performance over time. Humans learned how to teach the AI to perform medium and difficult tasks, to simplify their work. Now the AI is integrated into all kinds of jobs, such as data scientists, journalists, financial analysts, etc. There exist several enterprise systems that are integrated with this tool, for example, Customer Relationship Management (CRM), Warehouse Management System (WMS), Energy Management System (EMS), and Revenue Management System (RMS). All these systems can help in the analysis of the data, automate sales, track inventory, identify bottlenecks, and reduce costs in general. Each one is optimized for a specific job. CRM is optimized for customer relationships. EMS is optimized for end-to-end business operations. WMS is optimized for warehouse efficiency and inventory tracking. Finally, RMS is optimized for revenue optimization and dynamic pricing. Not every business needs all four systems, but having at least one of them can benefit.

Using an RMS as a dynamic pricing tool is an advantage for hotel management, allowing it to adjust room rates in real time based on demand fluctuations and competitor pricing. This approach enables the hotel to maximize revenue automatically, simplifying and speeding up the work.

An RMS leverages advanced algorithms and machine learning to analyse vast amounts of data, including booking patterns, local events, seasonality, and competitor rates. For example, during the peak summer months, when demand for rooms in Ponza goes up, the RMS can automatically increase rates to boost revenue. Conversely, during off-season periods, it can reduce prices or introduce special packages to attract guests and maintain high occupancy rates. Comparing prices with competitors is another key feature of an RMS. The system constantly monitors prices and availability of nearby hotels, allowing the hotels to stay competitive. If a competing hotel reduces rates for a specific date, the RMS can alert the manager and suggest a competitive yet profitable solution. This ensures the hotel remains attractive to guests without sacrificing profitability.

Furthermore, an RMS can segment guests based on their behavior and preferences. For example, business travelers may be willing to pay higher rates for last-minute bookings, while vacation travelers may be more inclined to take advantage of early booking discounts or extended stay offers. By tailoring prices to different segments, the hotel can optimize revenue while improving guest satisfaction.

A hotel, implementing an RMS, would streamline pricing decisions, reduce manual workload, and provide data-driven insights to refine strategies.

In the hardware field, on the other hand, there have been improvements regarding all types of hardware, especially embedded systems. These systems integrate computing power into everyday objects, from appliances to industrial machinery, using specialized hardware to execute specific tasks. The Internet of Things (IoT) emerged directly from these systems, linking countless devices and creating intelligent environments. Today’s hardware sector is marked by rapid advancements and emerging trends that are set to push the limits of computing even further. Special attention must be paid to biometric sensitive hardware, which is physical equipment used to capture, process, and store a person’s unique biological and behavioural traits (such as fingerprints, irises, faces, or voices) for identity verification. This technology is used mainly for privacy and safety matters, two important factors for hotel management. Instead of having numerous key rooms and duplicates of those keys, it could be easy to just use fingerprint locks. The front desk, with a single step, can help the guest enter their room without thinking about losing the card or forgetting the code for their room door. During the check-in, the guest can register their fingerprint through a standalone access control reader, a self-contained hardware unit installed on walls or desks with a built-in controller and memory to process and store fingerprints internally. After that, the guest can go to her room, which she can unlock with simply her fingerprint with a fingerprint scanner, which is a biometric security device that captures the unique ridges and valleys of a person's finger to verify their identity. At the end of the stay, the fingerprint of the guest will be deleted automatically in the system through a combination of time-stamped biometric templates, active retention policies, and automated purging software. This system can ensure that the privacy of the guest is protected, and it also improves the experience of the stay. However, it is important to note here that user data security, related legislation such as GDPR and CCPA, is quite important. Compliance and strict adherence to these are essential [2; 4; 19; 28].

5. SOFTWARE SOLUTIONS

For the described case and similar ones, numerous solutions used by the described hotel itself or its competitors on the same island can be useful (Table 1). Possible Russian substitutes are also presented. Local software alternatives should be assessed by how actively users are involved in development, adoption, training, and feedback; how confident users feel in their ability to use the software effectively; whether they clearly perceive the software as necessary and useful; and whether the solution receives recognition and support from stakeholders, institutions, and the wider community [28].

Table 1.

Software Examples

DESCRIPTION OF THE USED SOFTWARE

Sage Intacct: Advanced financial management for larger hotels, it follows a software-as-a-service (SaaS) model, with an annual subscription fee. To obtain the program, you must buy a subscription, which requires at least one Business User license and a Core Financial Management module. It is exclusively a web-based solution, and it will help the administration because it automates financial tasks like accounts payable, accounts receivable, and general ledger management. Sage could also create a dashboard to coordinate the several teams in the hotel [29].

DocuWare: A document management and workflow automation system designed to help businesses organize, secure, and streamline their documents and processes.  It offers subscription-based plans, on cloud, and perpetual licenses, on-premise. To access the system, it is necessary to provide business verification (e.g., company details, tax ID) and to sign a contract, which can be month-to-month for cloud or multi-year for on-premises. It is available for web browsers and mobile devices, and it can be installed on servers for full data control. For hotels, DocuWare can streamline administrative tasks by digitizing paper records, automating approvals, and ensuring compliance with data protection laws. At the management level, it provides real-time insights into document workflows, helping leaders track processes and make data-driven decisions [30].

SiteMinder: Hotel commerce platform designed for accommodation providers, it is cloud-based (only web), and it needs a subscription billed monthly or annually. It would be useful to the reception because it enables managing online presence, drives direct bookings, and can be integrated with other hospitality software [31].

Protel Front Office: a specialized Property Management System (PMS) designed for hotels to manage their front desk operations efficiently. It operates on a subscription-based model or a one-time purchase for on-premises installations. To access it, a proof of business is needed, and also to sign a contract, which can be month-to-month for cloud versions or a long-term agreement for on-premise setups. Pricing is customized based on the hotel’s size, number of rooms, and required features. For cloud-based solutions, expect monthly fees, while on-premises versions involve a one-time license fee plus optional maintenance costs. It works on Windows, macOS, Linux, and mobile devices via a web browser or app. This system is best suited for hotels of all sizes looking to streamline front desk operations. It is particularly beneficial for properties with high reservation volumes, such as city hotels or resorts, where managing bookings and guest needs efficiently is crucial [32].

HotelTime: is a cloud-based Hotel Property Management System (PMS) that is made to automate, track, and optimize housekeeping workflows with digital checklists and improve communication without paperwork like clipboards or sticky notes. The license requires a paid subscription (per month) [33].

Sortly: an inventory management tool that is designed to track supplies, equipment, and assets. It is subscription-based, and to access it is necessary to provide a valid email address. Sortly is a cloud-based system, meaning you can access it through a web browser on any computer. It also has dedicated mobile apps for iOS and Android, making it perfect for teams that need to update inventory on the go.  It allows users to easily add items by scanning barcodes or QR codes and upload photos to create a visual record of their inventory. The system organizes items into customizable categories, making it easy to find and manage everything. It also sends notifications when stock is running low, helping prevent shortages. Additionally, Sortly tracks the movement of items, such as check-ins and check-outs, which is useful for managing tools or shared equipment. For housekeeping and F&B teams, it ensures they always have the supplies they need without wasting time searching storage closets. Managers can also generate reports to analyze inventory trends and make better purchasing decisions [34].

Lightspeed Restaurant: It’s a comprehensive POS and restaurant management system designed for restaurants, cafes, and bars. Also, this is a cloud-based program and operates on a subscription licensing model. It will help the restaurant of the hotel manage orders, tables, and even customers. Staff can take orders directly at tables using tablets or iPads, orders appear in real time on a dedicated kitchen screen, and it can also monitor food waste and analyze trends to improve cost control [35].

7shifts: A staff scheduling and labor management tool for hospitality businesses, including hotels with F&B services. It is subscription-based, and access requires a valid email and business details. It works on Windows, macOS, Linux, and mobile devices via a web browser or app. It helps create employee schedules, track labour costs, manage shift swaps, and ensure compliance with labor laws. It’s ideal for hotels with large or distributed teams, as it supports F&B by optimizing staffing and reducing overtime [36].

UpKeep: It is a Computerized Maintenance Management System (CMMS) designed to help organizations track, manage, and optimize maintenance operations. It’s a subscription-based licensing model, and it’s cloud-based. This program will help the maintenance team with creating, assigning, and tracking work orders in real time, or it can also assign priority statuses to work orders [37].

ComplyWorks: A cloud-based compliance management system for industries with strict regulations, like hotels. To access its necessary to have a valid business email to register and set up the account. The system may ask for proof of the business, such as a hotel license or tax ID, to verify the account. The platform is subscription-based and web-based, accessible on Windows, macOS, Linux, and mobile devices. ComplyWorks tracks safety inspections, audits, and certifications, ensuring adherence to OSHA, fire safety, and health regulations. It also manages contractor compliance, such as verifying insurance and training for maintenance staff. Best for hotels with strict safety and compliance needs, it supports administration and maintenance teams in large resorts or high-risk properties [38].

Phorest: This program is a cloud-based salon and spa management software made to streamline booking, client management, payments, marketing, and reporting. To obtain the program, it’s necessary to subscribe to one of the Plans. Phorest will help with the online booking 24/7 via a customizable booking widget, staff scheduling, inventory tracking, and an integrated POS system [39].

Cvent: An event management software for hotels and venues. It is subscription-based, and the platform is web-based, which means that it's possible to work on Windows, macOS, Linux, and mobile devices. Cvent manages event registrations, RSVPs, meeting spaces, catering, and billing, while generating post-event reports. It’s ideal for hotels that frequently host events, supporting administration and additional services by streamlining event planning and revenue tracking [40].

Microsoft 365: It is one the one of the most used programs. It combines collaboration tools, office applications, security features, and business services into a single platform. It operates on a subscription licensing model, and obviously exists in the web version, desktop apps, and mobile apps. Microsoft 365 can support all departments and operational needs, with advanced security and seamless integrations. It checks the guest satisfaction and operational efficiency [41].

Oracle NetSuite: a cloud-based Enterprise Resource Planning (ERP) system designed for mid-sized to large businesses. It operates on a subscription-based model, with pricing starting at around $999/month for the base package. Additional costs apply for hospitality-specific modules and add-ons. It requires business verification, such as proof of registration and tax ID, before granting access. The system is web-based, and it can be used via mobile devices or computers through a browser or a dedicated app. For hotels, NetSuite offers modules like property management, revenue management, and guest accounting, making it ideal for large hotels, resorts, or chains that need a comprehensive solution to unify all departments. Its real-time dashboards and analytics support decision-making across administration, front office, housekeeping, F&B, maintenance, and additional services [42].

RUSSIAN ALTERNATIVES

Mentioned Russian alternatives fit because they cover the same operational areas as the hotel and its competitors’ systems.

TravelLine’s apartment management solution, TL: WebPMS, is a paid, proprietary, cloud-based accommodation management system that works online from any internet-connected computer using only a login and password, with remote access also available through the mobile TL Extranet app. It can be obtained by submitting a request or booking a demo on the TravelLine website, with apartment-management pricing starting from 2,000 roubles per month. At the same time, some advanced features require an active subscription. In practical use, TL: WebPMS helps apartment networks and property-management companies manage bookings, availability, payments, guest details, cleaning status, reports, and access rights from a single online account, while also centralizing reservations from websites and online sales channels, reducing manual work, supporting performance and revenue monitoring, and giving owners limited access to statistics and reports for their own apartments [43].

Bnovo is an accommodation management system built around Bnovo PMS, a commercial, cloud-based platform for hotels, hostels, apartments, glamping sites, sanatoriums, and other types of accommodation. It is not a desktop program, as it runs online through a single account and can also be accessed via mobile apps for remote booking and operations management. The system can be obtained by requesting a consultation or trial through the Bnovo website. Its licence model is proprietary and paid, with subscription plans listed from 300 RUB per room per month, subject to a minimum monthly payment, while a fifteen-day free demo is also available. In practice, Bnovo PMS helps accommodation providers manage bookings, rates, sales channels, payments, housekeeping, reports, guest data, and analytics in one interface. It supports apartment-rental and hotel operations by centralising reservations, reducing the risk of overbooking, improving online sales through channel management and booking modules, and giving managers tools to forecast occupancy and profitability [44].

iiko and r_keeper can replace Lightspeed Restaurant because they automate restaurant, café, bar, delivery, POS, stock, finance, and reporting processes [45; 46].

YCLIENTS is a suitable alternative to Phorest because it supports spa and salon online booking, client databases, staff schedules, payments, loyalty tools, inventory, and analytics [47; 48].

Yandex 360, MoyOfis, and Р7-Ofis can replace Microsoft 365 for office collaboration because they provide corporate email, cloud storage, document editing, calendars, video meetings, messengers, and shared workspaces [49; 50; 51].

Directum SED+ and Docsvision are appropriate alternatives to DocuWare because they focus on electronic document management, contract workflows, archives, approvals, HR documents, and business-process automation [52; 53].

MoySklad can replace Sortly because it provides cloud-based inventory and warehouse management, barcode and label tools, purchasing, sales, CRM, finance, and integrations [54].

1C:ZUP and Bitrix24 are suitable alternatives to 7shifts because they support employee schedules, shift planning, worktime tracking, absence management, HR records, and related automation [55; 56].

Okhrana truda and fit as alternative to ComplyWorks because it helps manage occupational safety, risk assessment, PPE/SIZ, medical checks, training, inspections, accident investigation, contractor control, and compliance documentation [57].

Timepad and Nethouse.Sobytiya can replace Cvent for many event-management needs because they support event pages, participant registration, ticket sales, payments, seating schemes, and event-related document processes [58; 59].

Finally, HubEx and Okdesk are strong Russian alternatives to UpKeep because they manage service requests, work orders, equipment records, field service, mobile employees, contractor control, preventive maintenance, ТOiR, and analytics [60; 61].

6. SUSTAINABILITY

Managing a hotel reveals details that the public, and sometimes even the owner, might miss. Hotels require a lot of resources. They run around the clock, consume significant amounts of water and energy, and closely observing their operations can highlight the considerable waste they produce, especially in food service and guest rooms. What this data shows is that sustainability isn’t just about reducing harm in hotel management. It’s also about efficiency, cost savings, and staying relevant in a market where travellers increasingly expect eco-friendly options. The challenge isn’t whether hotels should adopt sustainable practices. Most already have done it to some degree, but how can they do it in a way that makes sense and is efficient for their operations? The key is balancing practicality with impact. Most structures have already taken steps to cut energy and water use, simply because it saves money. By installing tools like LED lighting, motion sensors in guest rooms, and smart thermostats, it reduces utility bills and maintenance costs. Some hotels have gone further by investing in solar panels or heat recovery systems, particularly in regions with high energy prices or strong sunlight.

The real question isn’t whether these changes work, which they do, but how to implement them in a way that doesn’t disrupt operations. Travelers today are more aware of where their food comes from. A hotel in a remote location might not have access to the same suppliers as a large chain, but even small steps, like sourcing coffee from a nearby company or using locally made cleaning products, can make a difference. Also, sustainability certifications, like LEED, Green Key, and EarthCheck, can provide a structured way for hotels to measure and showcase their efforts. These programs evaluate everything from energy efficiency to waste management and employee training. For large hotel chains, certifications can also be a powerful marketing tool, helping them stand out in a competitive market. Hotels that pursue certification often find that the process itself helps them identify inefficiencies and opportunities they had not considered before. Research in the International Journal of Hospitality Management [62] found that hotels implementing energy-efficient technologies and waste reduction programs see measurable cost savings, often within a few years. The study also says that guests, particularly younger travellers, are willing to pay more for sustainable accommodations, which is a reflection of shifting consumer preferences.

But not all hotels have the resources to make big changes. A book by Richard Butler [63], Sustainable Tourism: A Guide for the Hospitality Industry, highlights the challenges smaller properties face, from high upfront costs to a lack of standardization. The writer argues that governments and industry groups need to provide clearer guidelines and financial incentives to help these hotels adopt sustainable practices. Sustainability in hotel management isn’t about grand gestures or perfect scores. It’s more about making consistent, practical improvements that reduce costs, meet guest expectations, and minimize environmental impact. The hotels that succeed are the ones that treat sustainability as an ongoing process, not a one-time project.

7. CONCLUSION

In the first part, we introduced our business area, which is hotel management. This area aims to balance customer satisfaction, operational efficiency, and business growth. We mentioned how digitalization is important in this area, and after choosing as our example the Hotel Chiaia di Luna, in Italy, we determined how ICT would be included in it. The idea is to implement digital guest tools, cloud-based PMS, smart energy system, dining transparency, and data-driven personalization.

In the second part, we had to find innovations in the fields of hardware and software, and after that, we had to include them in our business area. The innovations that we chose were AI in the software field, in particular, the RMS, and in the hardware field, on the other hand, we talk about biometric sensitive hardware, specifically fingerprint locks. The RMS would be a solution to monitor and compare prices of competitors, segment guests based on their behavior and preferences, and even suggest last-minute solutions more profitable for customers.  Then a biometric fingerprint system replaces physical room keys. During check-in, the guest registers their fingerprint using a standalone reader. For the duration of their stay, they can unlock their room by scanning their fingerprint on a biometric scanner. At the end of the stay, the fingerprint data is automatically and securely deleted from the system, ensuring privacy and security.

In the third part required us to divide our business area into sectors and to assign two programs to each of them. In the Administration, the hotel and its competitors decided to use the programs Sage Intacct and DocuWare, in the Reception, the hotel and its competitors use the programs SiteMinder and Protel Front Office, in the Housekeeping to use HotelTime and Sortly, for the Maintenance and Safety, the hotel and its competitors chose UpKeep and ComplyWorks, and in Additional Services, Phorest and Cvent. In the second part of the tutorial, the hotel and its competitors had to decide on two other programs common to all the sectors, and the perfect solutions were Microsoft 365 and Oracle NetSuite. Additionally, Russian substitutes were presented.

In the last part, we did research on sustainability, finding out that in a hotel, the consumption of water and energy is massive. As was mentioned, the challenge isn’t whether hotels should adopt sustainable practices. Most have already done it to some degree, but how can they do it in a way that makes sense and is efficient for their operations? The key is balancing practicality with impact.

This particular case is very useful from a number of perspectives. For example, as already mentioned, the analysis and presentation of the influence of geographical and climatic features on several aspects of the hotel's business, management, and digitalization. These, as the case shows, can be very important, but at the same time often overlooked. It also demonstrates the importance of digitalization, which is still problematic in certain regions and countries, such as Italy. The case itself can serve as evidence and a model for similar organizations, subject matter experts, and researchers of the hotel industry as such. For employees and scientists in the field, it can also serve as a conceptual design for similar analyses and research on the topic described. All of the above is especially true for organizations from the aforementioned regions of the Caucasus and Kamchatka, which were presented in the Introduction, for reasons also described in detail in the Introduction.

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