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Leveraging technology in luxury hospitality to enhance guest experience: a case study of human resources at Sublime Comporta
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Resumo(s)
This thesis examines how technology and artificial intelligence (AI) can enhance the guest
experience at Sublime Comporta, a luxury eco-resort in Portugal. Applying the International Data
Corporation (IDC) framework, it evaluates five dimensions: Technology Leadership and
Governance, Trusted and Secure Enterprise, Digital Infrastructure, IT Products and Services, and
Innovation and Intelligence. Drawing on extensive research, primary data collection, and industry
insights, the study identifies gaps and offers targeted recommendations to streamline operations,
optimize HR processes, and elevate sales and marketing strategies. It concludes with a holistic
approach integrating guest-facing and back-end systems to foster efficiency, personalization, and
service excellence.
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Palavras-chave
Hospitality Technology Operations Human resources Sales and marketing