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Numerous studies have shown that leading hotels of the world take a lead in implementing the latest trends in Information Communication Technologies (ICTs) systems. However, most of the hotels in Zimbabwe are usually reactive with the pace at which they are embracing and using the ICT systems. Hence, the study explores extant literature using the scoping review approach to explain the current technological developments shaping the hotel sub-sector. This research explores the tourism and hospitality industry from a global point of view, highlighting the pros and cons brought about by the hotel industry embracing modern technologies. The following objectives specifically guided the research: to explore level of adoption of new technologies usage in Harare hotels, to establish the merits and hindrances encountered by hoteliers in the adoption of new technologies by Harare hotels. Strategies that can be adopted by hotels in Zimbabwe to enhance the contribution of new technologies have been suggested. Hotels in Zimbabwe are aware of the benefits that are obtained through the adoption of new technologies such as: value creation, improved communication, low cost of production, and improved productivity among others. The findings of the study indicate that there is underutilization of ICT by Harare hotels due many challenges that include: limited investments in ICT applications, expensive ICT infrastructure, lack of expertise and technical know-how in new technologies and software, and limited telecommunications infrastructure. The study came up with the following recommendations to the hoteliers: to be transparent when implementing new technologies, to involve employees, to socialize and capacitate all key stakeholders in order to ensure that they are ready to embrace new technologies. Also the management must give all the necessary support to the employees and equip them with the essential skills.
Mhonda et al. (Sun,) studied this question.