Balancing tech with the human touch in hotels is key. While tech offers efficiency and digital conveniences like self-booking, mobile check-ins, and AI-enabled services, it can’t replace the unique, empathetic service from staff. They provide memorable experiences and connections that tech can’t mimic. The goal is to use technology to enable, not replace, human interaction, at the right moment in the guest journey. At the same time, a similar human touch in technology plays an increasingly crucial role in the employee journey, in fields such as staffing, team communication, training, security, personal development, task automation, and finding a better work/life balance.
During HITEC Toronto, we asked the following questions:
- Q1 – Due to tech advancements, hotels will employ 50% fewer desk workers in 2030 – Should hotel employees be worried about being replaced by new tech?
- Q2 – Hotel tech should be part of a strategy to attract new talent to the industry – Does cutting-edge technology enhance and enrich the employee journey?
- Q3 – Hotels should be able to deliver a better guest experience with fewer staff – Does technology make good on the promise of increased guest satisfaction AND profitability, while optimizing staff efficiency?
- Q4 – Today’s human stack in hotels is not ready for the upcoming new tech stack – Should organization structures and operational processes be reviewed before thinking of tech revamps?
