In today’s hospitality world, there’s a lot of buzz about technology taking over our jobs, especially with AI on the rise.
But let’s face it—no robot can replace the warmth and personal touch that comes from a human interaction. While tech can enhance the guest experience, the heart of hospitality is all about customer service.
A staggering 70% of hospitality professionals believe maintaining strong relationships with guests is crucial, highlighting that empathy and understanding can’t be replicated by machines
Self-service technologies, like mobile check-in, are becoming more popular, especially as the industry faces staffing challenges.
In fact, 50% of guests appreciate self-service options, which allow hotel staff to focus on delivering exceptional service
I recently experienced this firsthand during a stay at a hotel in Manchester. Checking myself in was quick and easy—just a few taps on the screen, and I was on my way to my room. It was a win for technology, streamlining the process and reducing wait times.
Though I can see how this can be off putting for the older generation but luckily at this hotel there was still a receptionist giving people the option to either wait and be served by a person or quicky check in digitally.
This flexibility is essential for accommodating diverse preferences, as it ensures that everyone feels comfortable with their experience.
This kind of hybrid approach not only enhances convenience for tech-savvy guests who appreciate speed and efficiency, but it also addresses the needs of those who value face-to-face interactions.
For many older guests, a warm greeting from a receptionist can make all the difference. A recent report highlighted that 68% of older travellers feel more at ease when they can interact with staff, as they often appreciate the reassurance that comes with human connection.
Offering both options allows hotels to cater to a broader range of guests while ensuring that no one feels alienated by the technology. It’s a win-win: guests can choose their preferred check-in style, and hotels can provide a seamless experience that showcases the best of both worlds.
By keeping that human element alive, hospitality venues can maintain the warmth and personalised service that set them apart, ensuring that every guest feels valued and welcomed.
In essence, embracing technology in hospitality doesn’t mean abandoning personal connections; it’s about finding that perfect balance that enhances the overall experience for everyone involved.
I find it such an interesting topic, as we see people express concerns about ordering food from their phone as it is less personal and takes away the hospitable element, which is true.
However, there are significant benefits from a business perspective.
For restaurants, mobile ordering can drastically improve efficiency. By allowing guests to place orders directly from their phones, staff can serve more customers in less time, leading to quicker table turnover.
This can be particularly beneficial during peak hours, as it enables restaurants to accommodate more diners without sacrificing service quality. In fact, some studies show that restaurants using mobile ordering systems see a 30% increase in table turnover rates
However, the challenge lies in balancing this efficiency with the hospitality experience. Many patrons appreciate the interaction with staff and the personalised service that comes with traditional ordering.
A recent survey indicated that 65% of diners prefer the traditional experience, citing the value of recommendations and the human connection as key factors in their enjoyment
To wrap it up, technology in hospitality doesn’t have to feel cold or impersonal. By mixing in that friendly human touch with efficient tech, we can create a great experience that makes everyone feel right at home, no matter how they prefer to be served.
For more insights on tech in hospitality, check out these sources- Apaleo and Modern Hospitality
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