This week I decided to write about the increase of new technologies in the hospitality industry. We all know what they are and how useful they are. However, I wanted to let you all know how we, (the employees) are affected by this new trend of new technology and of course how we feel about it.
First of all, I just wanted to say how much I love technology and how much I appreciate it and how it has been such a great tool in our everyday lives. However, there is a part of the technology that scares me.
What are these new technologies you may ask?
The one that has everyone going crazy is the self-check-in. This is a system where the guests are able to check into their rooms online and even receive a virtual key card on their phone which they can then add to their iPhone “wallet”. They can also use this app/system to check out/ order room service/ make special requests… They can do all of this without having to speak to a hotel employee once. Which you would think is great, however, if you really take a second tough on the idea, we have completely lost the idea of hospitality.
You no longer have anyone meeting you when you arrive at a new place, you no longer have to even speak to anyone at all. I thought hospitality was all about working with people face to face?
The New York Times says that apps are something very useful, it’s “putting the front desk in your pocket”. Guests can get customer service form their phone from the moment they book their stay.
At the front desk, we cannot complain. We have fewer long lines of people rushing to check in. the only thing it creates for us is less work. However, will it erase our job completely?
There are many hotels including the YOTEL and the citizenM that were built without front desks, they only have “self-check ins”. Basically, an Ipad/ computer where you walk up to and check yourself into your room. Just like at the airport, when you go up to the kiosk and get your tickets if you do not have to check any luggage.
An industry that revolved around service, is now being known for the “do it yourself factor”. In my opinion, if it’s what people want and people are buying into it, then so be it. Keep the technology coming and keep inventing new ways to make our jobs easier. Let’s just try not to erase our jobs.
And of course, it comes in handy for many people who are in a rush to check in. When you are corporate clients rushing into another city for a meeting, the last thing you want to do is wait in line to get the keys to your room. So pros and cons just like anything!
Going back to the beginning where I said technology scares me a bit, I’m talking about how we are being replaced by these apps and machines. In an industry where you would think we will never be replaced because it’s all about people, we are being replaced.
https://www.nytimes.com/2017/04/24/business/putting-the-front-desk-in-the-hotel-guests-pocket.html
https://www.yotel.com/en?gclid=EAIaIQobChMIm7_b9Oj22QIVh7XACh0eFAB4EAAYASAAEgIhivD_BwE&gclsrc=aw.ds
My eye on the inside 