Prospects and challenges of contactless service adoption at Eko Hotel & Suites, Lagos, Nigeria

The hospitality industry has increasingly adopted digital technologies to enhance service delivery and customer satisfaction. Among these innovations, contactless service has gained significant attention, particularly after the COVID-19 pandemic accelerated the need for minimal physical interaction. This study examines the prospects and challenges of contactless service in the hospitality sector, using Eko Hotel in Lagos Metropolis as a case study. The research employed a quantitative research design with data collected through structured questionnaires administered to hotel guests and staff. Descriptive and inferential statistical methods were used to analyse the data. The findings indicate that contactless services improve operational efficiency, enhance guest convenience, and reduce physical interaction, thereby increasing customer satisfaction. However, challenges such as technological infrastructure costs, staff training requirements, and customer adaptability were identified. The study concludes that while contactless technology presents significant opportunities for the hospitality industry, effective implementation requires strategic planning, adequate technological investment, and continuous staff training. The study recommends that hospitality organisations adopt hybrid service systems that integrate both digital and human interactions to ensure service quality and customer satisfaction