TLDR:
- Technology and humans can work together in hospitality to enhance the guest experience.
- Automation can free up hotel staff to focus on high-touch interactions with guests.
In the article “Technology and humans: the ultimate running mates” by Tristan Gadsby, the CEO and founder of Alliants, discusses how technology and humans can work together in the hospitality industry. Gadsby emphasizes that automation can free up hotel staff from tedious admin tasks, such as making restaurant bookings and arranging transport, allowing them to focus on high-touch interactions with guests. While technology can automate many functions, it complements rather than replaces the role of the concierge. By integrating technology with human expertise, hotels can provide a more personalized and efficient service, leading to greater job satisfaction for employees and added value for the business.
For customer-facing hotel staff with the right personality traits, focusing on high-touch interactions can enhance the guest experience. By using technology to automate routine tasks, such as booking restaurant reservations, hotel staff can dedicate more time to providing personalized services that require human expertise. This combination of high-tech and high-touch approaches can lead to greater efficiency and satisfaction for both employees and guests.
Overall, the article underscores the importance of integrating technology and human expertise in the hospitality industry to create a more personalized and efficient guest experience. By leveraging automation for routine tasks, hotel staff can focus on delivering high-touch services that add value and enhance guest satisfaction.