Is Humanless Reception the Next Big Thing? | QiK A.R.M.S Hotel Management Software - 2 views
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richardkutch on 24 Aug 17Hotels have always looked for ways to improve guest satisfaction to stay competitive. And since travelers are becoming increasingly tech savvy it makes sense that those hotels would look for ways to meet the "wants" of today's travelers. But it's not just about providing new services, it is also about improving existing services that are difficult to provide at consistent levels. For example, there are so many things included in the check-in experience that must be done right in order for a guest to be satisfied with the process, e.g. the agents appearance, demeanor and professionalism, their level of competency, the wait time, etc. So much effort is made to find, hire and properly train these first contact employees and even then hotels often fall short of guest expectations. Technology solutions would eliminate the need for these tasks and bring a level of consistency to this and other activities related to staying at a hotel. But can tech completely replace human interaction? I believe it can and will in some hotels that will be designed for those guests that want that kind of experience. As a business traveler, I'm happy when I can bypass the front desk check-in lines and register myself using my phone and also use my phone as my room key. It's exciting to see the innovative spin being placed on routine hotel related activities, but the industry is likely a generation away from unmanned hotels being an accepted norm.