HTH669 Case Study 2 Assignment: Automation and Job Displacement at Tune Hotels (UiTM 2026), Malaysia

HTH669 Information Technology Management for Hospitality Business (UiTM): Case Study 2 on the Social Cost of Automation

Case Study 2 of the UiTM HTH669 assessment deals with the social side of hotel technology. Tune Hotels has brought in self-check-in kiosks, robotic housekeeping and automated room service, and many front desk and housekeeping staff have lost their jobs while others struggle to adapt. In a 1,500 to 2,000-word report you must examine the effect on workplace culture, job security and turnover, explain the barriers to digital inclusion, and recommend retention and reskilling strategies.

Assessment Format and Submission

• Word count: 1,500 to 2,000 words (excluding cover page, table of contents, figures/tables and reference list)
• Font and spacing: Times New Roman, 12pt, double-spaced
• Referencing: APA 7th edition, with a minimum of five credible academic or industry sources (peer-reviewed journals, industry reports such as STR)
• Turnitin similarity index below 25%; generative AI index not more than 35%
• Submission platform: UFUTURE, Week 8 (before 11.59 pm on 22 November 2026)

Recommended Report Structure

1. Title page (course code, case title, student names and IDs, lecturer name, submission date)
2. Executive summary / brief introduction (about 150 words)
3. Problem analysis and identification (about 600 words): detailed examination of the underlying technology issues
4. Strategic solutions and practical recommendations (about 800 words): feasible solutions backed by evidence
5. Conclusion and future outlook (about 150 words)
6. References (APA 7th edition)

Case Study 2: Social Challenges

The Human Cost of Automation: Job Displacement in Tech-Driven Hotels, The Case of Tune Hotels

Tune Hotels, a budget hotel chain in Malaysia, has adopted self-service kiosks, robotic housekeeping and automated room service delivery at several locations to reduce operational costs and improve efficiency. While guests appreciate the convenience, these changes have caused significant social concerns:

• Many front desk and housekeeping staff have lost their jobs due to automation.
• The remaining employees struggle to adapt to technology-based operations.
• There is low employee morale and concern about job security.
• Older employees and those with limited digital skills feel excluded from the workplace transformation.

Your Task

• Evaluate how aggressive automation impacts hospitality workplace culture, job security and employee turnover.
• Analyse the key barriers regarding digital inclusivity and organisational resistance to change.
• Propose strategic workforce retention plans, including reskilling/upskilling programmes and human-technology synergy models.