| Title: | Enhancing Smart Guest Experience and Digital Marketing Operations in Hospitality Industry |
| Author: | Mr. Saroj Rokaya |
| Advisor: | Mr. Ashutosh Mishra |
| Degree: | Bachelor of Business Administration Program in Marketing (International Program) |
| Major: | B.B.A. Marketing (International Program) |
| Faculty: | Business Administration |
| Semester/Academic year: | 3/2567 (2024) |
Abstract
This cooperative education report documents my internship experience at Cholchan Pattaya Beach Resort, Thailand, and Kathmandu View Resort, Nepal. The primary objective of this internship was to enhance guest experience and improve marketing operations using digital transformation tools.At Cholchan, I contributed to the implementation of a QR-based Smart Guest Experience System designed to improve check-ins, feedback collection, and communication through LINE and WeChat automations. These improvements reduced the average guest check-in time by 45% and increased operational efficiency. At Kathmandu View Resort, I adapted these learnings by improving digital marketing, OTA (Online Travel Agency) presence, registration processes, and visual communication. Through systematic content planning and QR-enabled displays, engagement increased by 35%, and registration time decreased by 40%. This internship demonstrated the direct link between service innovation, digital marketing, and improved guest satisfaction in the hospitality sector.
Keywords: Hospitality, Digital Transformation, Smart Guest Experience, Marketing Operations, QR Systems, OTA Optimization, Service Process Improvement.
Mr. Ashutosh Mishra, บธ.บ. การตลาด (หลักสูตรนานาชาติ) – B.B.A. Marketing (International Program), บริหารธุรกิจ (Business Administration), บริหารธุรกิจบัณฑิต สาขาวิชาการตลาด (หลักสูตรนานาชาติ) – Bachelor of Business Administration Program in Marketing (International Program), 3/2567 (2024)