Forms and Benefits of Online Reservation Systems: Empirical Evidence from a Census of Star-Rated Hotels in Accra

Purpose: This study was conducted to explore the forms and benefits of online reservation systems among star-rated hotels in Accra Metropolis, Ghana. Methodology: A cross-sectional design and questionnaire were used to gather data from 183 reservation/front office managers of the star-rated hotels through a census. Descriptive statistics such as means, standard deviations, frequencies, percentages, and the Chi-square test were employed. Findings: OTAs (45.1%) and hotel-owned websites (44.8%) were the dominant ORS platforms, while GDS accounted for 10.1%. Major benefits included quick payment processing (M = 3.785, SD = 0.44), maximized reservations (M = 3.639, SD = 0.55), and 24/7 accessibility (M = 3.634, SD = 0.50). Chi-square analysis revealed significant associations between ORS types and benefits such as instant payment, wider coverage, and operational efficiency (p < 0.05). Research Limitations: The study focused exclusively on star-rated hotels in the Accra Metropolis, which limits the generalizability of the findings to other regions or non-star-rated hotels. Additionally, the reliance on self-reported data may introduce response bias. Practical Implication: The findings highlight the strategic importance of ORS adoption in enhancing revenue streams, operational efficiency, and customer satisfaction. Hotel managers are encouraged to invest in robust ORS platforms and staff training to optimize usage and integration with other hotel operations. Social Implications: ORS adoption improves customer convenience, supports contactless transactions, and strengthens Ghana’s hospitality sector competitiveness in the global market, particularly for tech-savvy and international travelers. Originality/Value/Novelty: This study provides empirical evidence on ORS forms and benefits within the Ghanaian context, bridging a gap in literature that often overlooks developing economies. It also demonstrates the relevance of TAM and RBV theories in explaining technology adoption and integration in hospitality services.