Hospitality in Tech, Not the Other Way Around

Published 15.10.2024 - Michael A. Di Palma

Lately, we’ve all seen automation taking over—online reservations, at-table ordering systems. At first, it seemed great for customers, but over time, I’ve noticed more problems. Tech glitches, misunderstandings, and a loss of warmth within teams are becoming more common. It feels like systems are taking priority over the personal touch that makes hospitality special.

In the past, hospitality was all about one-on-one experiences with our guests, and that personal connection made a huge difference. Now, customer service often feels robotic, which trickles down to how our teams interact with their customers. Over-relying on tech risks turning team relationships into transactions, affecting how they connect with their guests.

Training plays a big role here. We often rely on online modules, which can lack the hands-on experience needed to build confidence. I believe in-person training is far more effective, especially with diverse teams. Better training helps staff feel comfortable using tech while keeping the personal touch alive.

So, I’m curious—

How do you balance the ease of automation with keeping things personal?

Have you noticed any difference in customer satisfaction between tech-based and personal service?

And how do you, as a leader, build strong relationships with your team and guests in this tech-heavy world?