“Automation vs. Human Interaction: Are we Alienating our Customers with IT?” is an article that talks about the possibility that technology could be hindering the hospitality part of our industry and whether or not it is making us lose contact with our customers. One of the main reasons for this happening to our society is due to the internet. Because the internet has become a part of most everybody's daily life, a growing number of customers are choosing to book their flights and hotel rooms online at home. Also many hotels and restaurants back in the day used to be considered mom and pop type places but now many hotels and restaurants focus on consistency in their business rather than authenticity. This worried people in the coffee industry since coffee shops in the past have been seen as a very hospitable environment rather than a fast paced money making machine. However, it is important to realize that the times are changing and the industry is being to look at a generation that grew up with technology as a large part of their lives. Facebook and Twitter offer people the opportunity to connect to these restaurants on a different level and also for the restaurants to offer more promotions and advertisements. In a nut shell, technonlogy can be good and bad for a business. The fact is people are not going to become obsolete, so run your buisness how you want it to be run.
The whole reason I myself got into hospitality was for the opportunity to work with people. I refused to be stuck behind a cubicle all day with stacks of paper and no sunlight. While i am well aware that there are days that this is going to happen, I am sure the days of interaction with others will make my days of signing and stapleing worth it. However, just because i enjoy the hospitality part of our industry does not mean that i think the advancements in technonlogy are taking away from that in any way. I understand that some people in the article were concerned that some businesses wouldnt have as big of an advantage over the ones that have all the fancy equipment (for example: a boutique coffee shop vs Starbucks) but that is their choice to keep it that way. The truth is the times are changing. I am a former coffee shop employee of a place simlar to Starbucks, but just because i had a machine in front of me to help me take orders didnt mean that i was going to stop being friendly, warm, and welcoming to every customer that I came across. Hospitality is not something that one can lose just because you have a computer help you do the math. Human nature is not going to change; people will always appreciate being treated like they are the most important person that ever walked into your life.
Jerry Leman, “Automation vs. Human Interaction: Are we Alienating our Customers with IT?”, Hospitality Technology, 1/5/10
http://www.htmagazine.com/ME2/dirmod.asp?sid=&nm=&type=MultiPublishing&mod=PublishingTitles&mid=3E19674330734FF1BBDA3D67B50C82F1&tier=4&id=957046E73654451A98523749A16B4217
As you know, I also read this article. I found it interesting to read about how there are some new innovations in technology that are taking over some parts of the hospitality industry. In many ways I think airline companies and hotels are replacing front desk clerks with machines both for convenience and costs reasons. I too chose this industry because I had no interest in sitting behind a desk in a cubical with no windows, and as much as I don't think personalized experience and face-to-face interaction with the customer will be completely wiped out by a machine, I do think that there are only a few hotels and airlines left that are working hard to value their employees versus finding ways to make things easier and replacing them with technology.
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