Abstract:
The world is now experiencing the fourth industrial revolution, a period marked by emerging
technologies such as artificial intelligence, robotics, virtual reality, the Internet of Things, and
fifth-generation wireless technology. This period has significantly transformed our hotel industry
and will continue to do so. Recently Covid-19 pandemic has accelerated digital transformation
resulting in a widening technology-mediated customer experience. This study assessed the digital
transformation in the hotel business with specific objectives to ascertain hotel business situation
prior to the digital transformation process, evaluate the digital transformation process; and then
recognize hotel business situation after the digital transformation process in the period of
Covid19. Semi structured questionnaires for interviews and observations were used to collect
primary data. The target population consisted of 50 purposively selected hotel senior staff in
Johari Rotana, Ramada Resort and Kilimanjaro Hyatt Regency five star hotels in Dar es Salaam
City, Tanzania. Data collected were edited, coded, tabulated and analyzed using NVIVO based on
study objectives. Descriptive statistics were computed and study findings presented using tables
and percentages and interpretations were made and the report was written. It is recommended
that more and quick digital transformation are necessary for the hotel business The hotel business
executives must endeavor to use digital technology in their plans and operations of their
businesses in order to satisfy customers expectations as well as increase revenue generation
