Determination of the level of readiness for the transition to Enterprise Resource Planning (ERP) in hotel enterprises: A research in five-star hotels in Antalya

In today's rapidly digitalizing business world, hotel businesses must maintain their competitive advantage, It has become dependent on the management of operational processes with an integrated and data-based structure. At this point, Enterprise Resource Planning (ERP) systems stand out as important technological investments that integrate internal processes and support strategic decision-making mechanisms. However, ERP systems should not be considered only as a software investment, At the same time, it should be taken into account that there is a comprehensive organizational transformation process. In this context, the aim of this research is to analyze the transition process of a five-star hotel operating in Antalya to the ERP system with the case study method and to reveal the difficulties encountered in the transition process, critical success factors and compliance dynamics. The research was structured in accordance with the qualitative research design and semi-structured interviews and in-house observation techniques were used in the data collection process. The data obtained from the experiences of three different user groups consisting of mid-level managers and operational personnel in the five-star hotel business and practitioners in ERP software companies were analyzed under five main headings: software selection criteria, integration level, user resistance, senior management support and operational compliance. The findings shed light on the main problems encountered in the implementation of ERP systems in the hotel industry, It shows that not only the technological infrastructure is critical to the success of the system, but also the need for industry-specific adaptation, comprehensive user training, and strong change management. In particular, the incompatibilities experienced in hotel-specific processes such as front office and CRM, as well as the negative changes in the workload and motivation of the users, reveal that the human and organizational dimensions of this transformation should be well managed.