The computer millennium bug's impact on the hotel industry: A case study of the Kowloon Hotel

Chun Hung Roberts Law, Mary Lau

Research output: Journal article publicationJournal articleAcademic researchpeer-review

9 Citations (Scopus)


Traditionally, the hotel industry has prided itself on its provision of quality service and therefore guest satisfaction. Unfortunately, hotel managers are often reluctant, or even resistant, to accept technologies, fearing that technologies might change their ability to provide hotel guests with the personal attention that characterizes a typical hotel business. Hotel managers’ low technical competence, and the wide adoption of technology-assisted hotel operations, mean that the hotel industry remains at high risk regarding information technology (IT) problems. This paper reports on a study that investigates the Y2K readiness in various departments of the Kowloon Hotel. Based on the Kowloon Hotel's experience, this paper serves to inform hotel managers that: most, if not all, hotels are at risk of future IT problems; the cost of a hotel for ignoring these problems could be huge, and most importantly; the problems’ influences will be timeless. That is, IT problems could have a long-lasting impact on the entire hotel industry. Research findings of this paper should be of interest to hoteliers to better understand the impact of IT applications in the year 2000 and beyond.
Original languageEnglish
Pages (from-to)170-178
Number of pages9
JournalInternational Journal of Contemporary Hospitality Management
Issue number3
Publication statusPublished - 1 Jun 2000


  • Computer disaster
  • Hong Kong
  • Hotels
  • Information technology

ASJC Scopus subject areas

  • Tourism, Leisure and Hospitality Management


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