Mémoire-projet

Abstract

This master thesis investigates how the Dolce La Hulpe Brussels, a 4-star hotel with 264 rooms whose activity relies heavily on the MICE segment, can pursue the implementation of Duve, an automated guest experience platform. The analysis focusses on the hotel's current stage of deployment, in which certain functionalities are already in daily use while others remain inactive, creating a tension between the platform's potential and its actual usability. To address this issue, the study adopts a qualitative case study approach. Five semi-directive interviews were carried out with internal stakeholders holding strategic, commercial, operational and technical responsibilities in relation to the project. The results were then analysed through a thematic matrix, allowing perceptions to be compared across respondents and specific themes. The findings indicate that the delay in the deployment cannot be attributed to the platform's technical limitations alone. Three factors appear more decisive: the sequencing of priorities within the hotel's own business segments, the structure of the relationship maintained with the vendor, and the extent to which frontline staff are involved in and informed about the project. The analysis also reveals notable gaps between the requirements expressed regarding Duve and the practices observed on site. Building on these findings, the thesis puts forward four recommendations: finalizing group management as a priority, formalizing a more structured relationship with Duve, establishing a dedicated support channel and regular follow-up for staff, and preserving a hybrid guest journey that keeps human interaction available alongside a shift toward digitalisation. To conclude, this master thesis suggests that the continuation of Duve's implementation at the Dolce La Hulpe Brussels depends less on the platform's inherent capabilities than on the hotel's ability to organise its priorities, its supplier relationship and its staff around a shared understanding of the project.