This study aims to investigate how digital capabilities shape Digital Transformation and Human Empowerment in Hospitality across Spanish hotels, emphasizing capability orchestration and digital maturity differences. It seeks to explain how empowerment emerges as a strategic outcome rather than a technological byproduct.
A survey of 522 Spanish hotels was analyzed using structural equation modeling and multigroup analysis to compare high and low digital adoption groups. Mediation testing examined full and partial indirect effects among digital skills, collaboration, communication, adaptability and transformation outcomes.
Results indicate that digital skills contribute to transformation through mediated capability integration, while maturity differences reflect orchestration strength. Practically, transformation requires integrative governance and empowerment-driven leadership rather than isolated digital investments.
This study has limitations that suggest avenues for future research. First, the empirical analysis focuses on hotels in Spain, which may limit the generalizability of findings to other tourism contexts or cultural environments. Second, the cross-sectional design captures capability relationships at a single point in time, while digital transformation is inherently dynamic. Longitudinal research could further examine how digital capabilities evolve and interact over time. Future studies may also replicate the model in other service sectors or international hospitality settings to test the robustness of the Digitally Empowered Hotel Professional framework and explore contextual variations in digital capability integration.
The findings provide practical guidance for hotel managers seeking to implement effective digital transformation strategies. Results indicate that digital skills alone do not generate transformation outcomes; instead, their impact emerges through collaboration, emotional intelligence and continuous learning. Managers should therefore prioritize capability integration rather than isolated technology investments. Developing cross-departmental collaboration routines, fostering emotionally intelligent service interactions and promoting continuous upskilling can enhance organizational adaptability and innovation. The proposed framework also offers a diagnostic tool for assessing digital maturity by evaluating how effectively technological competencies are translated into collaborative innovation, adaptive learning and ultimately employee empowerment within hospitality organizations.
Beyond organizational performance, the study highlights the societal relevance of human-centered digital transformation. Rather than replacing human roles, digital technologies can enhance professional agency when employees are empowered to interpret and apply technological tools creatively. The findings suggest that digital transformation in hospitality should prioritize employee development, collaborative learning environments and emotionally intelligent service practices. Such approaches may improve employee well-being, strengthen guest relationships and support more sustainable tourism economies. By demonstrating that empowerment and technological capability can coexist, the study contributes to broader debates on the future of work in service industries increasingly shaped by digital innovation.
This study introduces the concept of Digital Transformation and Human Empowerment in Hospitality (DTHE), integrating resource-based view and Dynamic Capabilities Theory to explain how digital skills, collaboration, emotional intelligence and adaptive learning jointly shape digital maturity in hotels.
