EFFECTS OF TECHNOLOGY ADOPTION ON EMPLOYEE JOB SECURITY IN RADISSON BLU HOTEL, NAIROBI COUNTY, KENYA
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Date
2025-09
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Gretsa University
Abstract
The hospitality industry has increasingly embraced technological innovations to improve
efficiency, reduce operational costs, and enhance customer experience. However, this adoption
also raises concerns regarding its impact on employee job security. This study investigated the
effects of technology adoption on employee job security at Radisson Blu Hotel, Nairobi County,
Kenya. The research focused on four key technologies: online booking systems, mobile
applications, property management systems (PMS), and chatbots/virtual assistants. A
quantitative descriptive survey design was employed, targeting a population of 400 employees,
with a stratified random sample ensuring departmental representation. Data was collected
through structured questionnaires and analyzed using both descriptive statistics and inferential
techniques, including Pearson’s correlation. Findings revealed a nuanced relationship between
technology adoption and job security. Online booking systems showed a weak but significant
positive correlation with job security, indicating that employees who viewed them as efficient
felt more secure. Mobile applications and contactless services demonstrated a weak negative
correlation, highlighting concerns among frontline staff whose tasks are increasingly automated.
PMS adoption, despite descriptive concerns about redundancy, had no statistically significant
effect, suggesting that organizational strategies and training may mitigate perceived threats.
Chatbots and virtual assistants revealed the strongest and most significant negative correlation,
as they directly substitute human roles in communication and problem-solving. The study
concludes that while technology adoption poses risks of job displacement, its ultimate impact is
largely determined by organizational responses, including employee training, role redesign, and
communication strategies. Recommendations include the implementation of continuous
upskilling programs, inclusive change management, and policy frameworks that balance
efficiency with employee welfare. The research contributes to the broader discourse on the future
of work in the hospitality sector, particularly in developing economies like Kenya, where
technological advancements coexist with high unemployment rates
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Research project