Source: Untar Public Relations – CJ
The ability to manage knowledge and make effective use of information is an important factor in driving innovation in the hospitality industry. Research conducted at Hotel Ciputra Jakarta shows that effective knowledge management has a positive and significant impact on a company’s ability to innovate.
These findings were presented in research by Kigunawan during an open dissertation defense at the Doctoral Program in Management Science, Universitas Tarumanagara (Untar), held at the Auditorium of Building M, Untar Campus I, Jakarta, on Friday (30/10/2026).
In his dissertation, Kigunawan examined the effects of knowledge management capabilities, knowledge-oriented leadership, knowledge coordination systems among employees, and task conflict on hotel performance, both directly and through innovation capability as a mediating variable.
The research was motivated by growing competition in the hospitality industry, which requires companies to continuously adapt to technological developments and changing customer needs. In this environment, an organization’s ability to manage information, establish coordination, and develop innovation plays an important role in improving performance.
One aspect highlighted by Kigunawan was the use of digital technology in hotel operations. He gave the example of S.A.R.A., an internal communication application that integrates hotel service requests and maintenance through a single platform.
The system enables better coordination across departments, potentially improving operational efficiency and the quality of customer service.
However, adopting new technology does not always come without challenges. According to Kigunawan, employee resistance and difficulties adapting to digital platforms can lead to conflicts in carrying out tasks.
“The effectiveness of this advanced system depends greatly on how information is monitored and processed by hotel staff,” he said.
The research results show that knowledge management capabilities have a positive and significant effect on Hotel Ciputra Jakarta’s innovation capability. This finding highlights the importance of managing employee information and knowledge in supporting a company’s digital transformation.
Beyond improving efficiency, innovation is also being developed to support the sustainability of hotel operations. According to Kigunawan, the use of technology must be accompanied by employee readiness to ensure that these changes deliver optimal benefits.
He also discussed the development of artificial intelligence (AI), which has raised concerns about the potential reduction in demand for human workers. In his view, AI should be used to improve work effectiveness rather than simply replace human roles.
Kigunawan believes that digital transformation is becoming increasingly important for the hospitality industry. Without the ability to adapt to technological developments, companies risk falling behind in the competition.
In addition to serving as Director of Sales and Marketing at Hotel Ciputra Jakarta, Kigunawan has actively produced scientific publications and books throughout his doctoral studies.
Kigunawan successfully defended his dissertation and graduated with honors during the open defense, chaired by Untar Rector Prof. Dr. Amad Sudiro, S.H., M.H., M.Kn., M.M.
He is the 30th doctoral graduate of Untar’s Doctoral Program in Management Science.
The research offers an important perspective for the hospitality industry: successful digital transformation depends not only on advanced technology but also on an organization’s ability to manage knowledge and prepare its employees to make effective use of it. (CJ/YS)