Technology should be looked at as an enabler for personal touch. Many surveys have clearly pointed out that the experience coming out of human interaction and service in hospitality is the reason for wow factor. Technology should be used to automate repetitive tasks, and to gather and surface information which would make your teams life easier, faster and better with a perspective to offer better experience. For e.g. tech can be used for a smoother personalized check-in experience by collecting data and updating whereas having your team member use that time rather conversing and checking on guest stay creates better experience.

I recently learned that a hotel in Japan has robots cleaning rooms and guests checking in via an app. It was a bit sad to see this; I believe technology should make our jobs easier, not replace us. It can also be overwhelming to dive into all these technological tools, but we need to use them to streamline operations and enhance efficiency while keeping the HUMAN dimension in mind. It’s crucial to maintain that personal human touch. Each guest is unique, and taking the time to understand their preferences and needs makes a world of difference. Simple gestures like remembering a guest’s name, offering tailored recommendations, or just taking a moment to chat can truly elevate their experience.

When balancing technology with a personal touch in guest interactions, start by choosing simple tools that make things easier without losing that human connection. For example, you could use online check-ins or a digital concierge to handle basic tasks, which gives your team more time to personally connect with guests. The goal is for technology to support, not replace, personal interactions, so pick tools that help your staff be more attentive. Start small, see what works best, and make adjustments from there. Taking it one step at a time can make the choices feel less overwhelming.

I 100% agree. Use tech to handle routine tasks, freeing staff for personal interactions. All hotel tech should, in some way, help the guest's experience. But also note that many travelers like to self-service. Extending tech options sometimes fits that need.

As a food and hospitality specialist, I believe the key to balancing technology and personal touch lies in enhancing—not replacing—human connections. Leverage tech for efficiency: Use technology to streamline operations, like contactless check-ins and digital menus, freeing up time for staff to focus on meaningful guest interactions. Empathy-driven training: Equip staff with the skills to deliver warm, personalized service that complements tech, ensuring guests feel cared for. Personalization through data: Use data analytics to tailor experiences, offering individualized services that make guests feel unique, while maintaining a human touch. The right balance enhances guest satisfaction without sacrificing warmth.